Complaint: [redacted] I am rejecting this response because: The company, Motorola, did NOT specify that they would repair the OBVIOUSLY faulty device, that is five months oldThey committed to REPLACE the phone!! READ your OWN wording to us in the complaintYOUR representative said if we go with option 1, which put my wife without a phone for almost a month, that you WOULD replace the deviceYOU failed to do that, and are therefore guilty of lying to a customerAND refusing to call me back after promising to do multiple times is Atrocious customer service!! So NO I don't accept your resolution!!!! Sincerely, [redacted] ***
Hello ***,After further review it has been determined that you do qualify for the Moto ZPlay and [redacted] Soundboost promotionFor easier convenience we have resubmitted the claim on your behalfPlease keep an eye on your email as you will receive tracking information when the [redacted] Soundboost ships outPlease allow 4-weeks for your shipment to arrive.Best Regards,Ashley Motorola UCC Team
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] We [redacted] be reaching out to the customer to resolve
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11130451, and find that this resolution is satisfactory to me Sincerely, Trika [redacted]
A cracked screen is considered physical/cosmetic damagePhysical/cosmetic damage is not covered under our year manufacture warrantyBelow is the link to our warrantyIf the customer has processed insurance claims on their device in the past we are not locating these in our systemThe customer may have processed these through Verizon or AsurionWe will not be refunding the customer for the insurance claims they have processed in the past and if the customer wishes to replace the device there will be a charge for the physical damageIf the customer does not wish to proceed we consider this resolvedhttps://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139540...⇄
The customer was sent a return label this morningThe return tracking number is [redacted] Once we receive the defective replacement device back we will refund the customer
I spoke with the customer regarding their replacementOur warranty does state that we will replace with a like for like model meaning the same model number as the device the customer originally purchasedThe customer originally purchased model number [redacted] and this is the model we have sent the customer as their replacementThe customer chose to unlock their original device and switch to a different service providerWe do not have control over unlocking devices, it is handled by the service providersWe have upheld our warranty and replaced the customers device with a like for like modelWe will not be replacing the device with an unlocked model and consider this resolved
Complaint: [redacted] I am rejecting this response because:I have not signed or authorized anything to just left the package in front of the apartment building where anyone on the sidewalks have access to itIt's motorola's fault to pre-authorize [redacted] to do so, and that's why the claim is denied by ***Motorola seems not to care about the safety of the customer's device because no signature is required for such an expensive smart phoneAs far as I know any other big smartphone companies or mobile agent like ***, [redacted] , [redacted] will require customers' signature on smartphone packages Sincerely, [redacted] ***
Complaint: I am rejecting this response because: I have not receive a replacement as of yetI will not accept until I receive the watch and in fact working Sincerely, Debra [redacted]
We apologize for the misinformationHowever, the device is out of warranty and has physical damageWe will not replace the device, even for a feeWe consider this resolved
The customer needs to contact [redacted] It does not matter what phone number either phone is activated under and [redacted] will be able to assist in activating the devices to different phone numbersThe customer paid [redacted] for these devices, therefore if the customer wishes to receive a refund it would need to come from [redacted] We consider this resolved
The customers replacement has shipped via [redacted] tracking number [redacted]
We will be allowing the customer to return the defective replacement for a refund of the original order
Complaint: [redacted] I am rejecting this response because: The company, Motorola, did NOT specify that they would repair the OBVIOUSLY faulty device, that is five months oldThey committed to REPLACE the phone!! READ your OWN wording to us in the complaintYOUR representative said if we go with option 1, which put my wife without a phone for almost a month, that you WOULD replace the deviceYOU failed to do that, and are therefore guilty of lying to a customerAND refusing to call me back after promising to do multiple times is Atrocious customer service!! So NO I don't accept your resolution!!!! Sincerely, [redacted] ***
Hello ***,After further review it has been determined that you do qualify for the Moto ZPlay and [redacted] Soundboost promotionFor easier convenience we have resubmitted the claim on your behalfPlease keep an eye on your email as you will receive tracking information when the [redacted] Soundboost ships outPlease allow 4-weeks for your shipment to arrive.Best Regards,Ashley Motorola UCC Team
We manufacture phones and have no control over [redacted] applicationsThis complaint should be sent to [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] We [redacted] be reaching out to the customer to resolve
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11130451, and find that this resolution is satisfactory to me Sincerely, Trika [redacted]
A cracked screen is considered physical/cosmetic damagePhysical/cosmetic damage is not covered under our year manufacture warrantyBelow is the link to our warrantyIf the customer has processed insurance claims on their device in the past we are not locating these in our systemThe customer may have processed these through Verizon or AsurionWe will not be refunding the customer for the insurance claims they have processed in the past and if the customer wishes to replace the device there will be a charge for the physical damageIf the customer does not wish to proceed we consider this resolvedhttps://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139540...⇄
Complaint: I am rejecting this response because:the business is not honoring their warranty Sincerely, Ross [redacted]
The customer was sent a return label this morningThe return tracking number is [redacted] Once we receive the defective replacement device back we will refund the customer
I spoke with the customer regarding their replacementOur warranty does state that we will replace with a like for like model meaning the same model number as the device the customer originally purchasedThe customer originally purchased model number [redacted] and this is the model we have sent the customer as their replacementThe customer chose to unlock their original device and switch to a different service providerWe do not have control over unlocking devices, it is handled by the service providersWe have upheld our warranty and replaced the customers device with a like for like modelWe will not be replacing the device with an unlocked model and consider this resolved
Complaint: [redacted] I am rejecting this response because:I have not signed or authorized anything to just left the package in front of the apartment building where anyone on the sidewalks have access to itIt's motorola's fault to pre-authorize [redacted] to do so, and that's why the claim is denied by ***Motorola seems not to care about the safety of the customer's device because no signature is required for such an expensive smart phoneAs far as I know any other big smartphone companies or mobile agent like ***, [redacted] , [redacted] will require customers' signature on smartphone packages Sincerely, [redacted] ***
We will be reaching out to the customer to refund
Complaint: I am rejecting this response because: Sincerely, David [redacted]
All subsidy codes are provided by carriersTherefore we can't provide a code and consider this resolved
Complaint: I am rejecting this response because: I have not receive a replacement as of yetI will not accept until I receive the watch and in fact working Sincerely, Debra [redacted]
We apologize for the misinformationHowever, the device is out of warranty and has physical damageWe will not replace the device, even for a feeWe consider this resolved
The customer needs to contact [redacted] It does not matter what phone number either phone is activated under and [redacted] will be able to assist in activating the devices to different phone numbersThe customer paid [redacted] for these devices, therefore if the customer wishes to receive a refund it would need to come from [redacted] We consider this resolved
The customers [redacted] account was refunded on 11/in the amount of $We consider this resolved
The customer's replacement is shipping today via [redacted] via tracking number is [redacted] ***