Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11000737, and find that this resolution is satisfactory to me Sincerely, Vincent [redacted]
Our warranty states that repairs made through non Motorola service centers voids the manufacture warrantyTherefore, when the customer took their device to RX Tech and they fixed the port this voided the customers warrantyWe are not in the position to repair/replace the customers device and consider this resolvedBelow is a link to our warrantyhttps://help.motorola.com/hc/apps/settings/legal/global/en-us/index.html...⇄ [redacted]
Complaint: [redacted] I am rejecting this response because Motorola attempted to fix this phone previously and was unsuccessfulI no longer trust Motorola to repair this phone and am tired of dealing with the difficulties associated with Motorola trying to ship me a phone to my PO box addressThe fact that I was past my initial day warranty was not by my own faultThe day the phone was ordered we cancelled the order onlineWhen Motorola then called the next day to verify an address we tried again to cancel the order and your representative told us it wasn't possible as the order was already being processedThis may have been illegal per the the federal "Cooling Off Rule" which allows for cancellation of online purchases over $within days of purchaseI'm not sure why my father was denied the ability to cancel this order over the phone after the Motorola website had failed to complete the cancellation the night beforeOnce the phone stopped working correctly, which was about 4-days after using the phone, I was told by a Motorola representative over the phone that I could get a refund due to the unique circumstances surrounding this purchase and where I was living at the timeThis call was likely recorded and I would like to know how to request obtaining that recording as proofWhen a client calls customer service they have to trust that the representative on the line isn't giving information or misleading themI don't know why that refund was later denied but we had come to an agreement of a refund over the phoneAdditionally, when my father first filed a complaint with the Revdex.com he compromised and agreed to a replacement phone being sent to usAgain we were mislead by Motorola, or they are just incredibly disorganized, because we were given the same malfunctioning phone that had just been reassembledTo me a "replacement" means a different/new phone, obviously Motorola meant something elseIf Motorola cant afford to give me my $back then they could at least offer to give me a brand new phone instead of offering a 2nd attempt at repairing the same issues in the same phoneIts obvious to me that Motorola is unconcerned with customer satisfaction which is why I just want a refundI no longer want to have to identify myself as a Motorola customerIf I continue to get the same textbook response about the day warranty, it will be clear that nobody is really paying attention here and I will call Motorola yet again in an attempt to connect with someone who might actually listen or care about this incident Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meA replacement phone is now being sent to me It is unfortunate how much effort and time on my part was required to get a timely replacement to my phoneMotorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting Sincerely, [redacted]
The customers device is expected to be delivered to us tomorrow via FedEx tracking number [redacted] Once we receive it a replacement will ship out within 3-business days
Complaint: [redacted] I am rejecting this response because: I already had the device replaced once and continue to have issuesTherefore I am requesting a refundThe customer service I received is unacceptable, and this has been going on for months Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I'm curious why after all this time, I am finally being referred to LsupportI've spent hours I the phone with Land after specifically asking for L3, they finally let me speak with LLasked that I call them back when the phone is malfunctioning to better troubleshoot the problem It may take a week for this to happenWhen it does I'll be sure to call Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customers device was purchased on 6/15/The customer is outside of our return time frame of days (for California)Below is a link that includes our return policy http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ The customer did contact us stating they were having trouble with the device and did go through trouble shooting, however the customer stated the troubleshooting did not helpWe offered the customer replacement options and the customer declined them We would be happy to assist the customer with a replacement, the device [redacted] be like for like meaning the replacement [redacted] be the same as the original deviceWe are not in the position to refund the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) THeir trouble-shooting was to take the case that was listed on their website and see if that would helpThere was no replacement options given, just send the device back we [redacted] look at it if its an issue we are going to send you back the same oneI do not need a same device because I just repalced it with an updated model and hopefully this one [redacted] work betterTheir postion is unacceptable on the sheer basis on their own website they welcome trade ins with purchaseI am not asking for the extreme hereSo either they make this situation right or I [redacted] continue to persue this issue Final Business Response / [redacted] (4000, 9, 2015/09/10) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The trade in program that we offer is only valid on non customized devicesThe customers device is a customized device; therefore, it does not qualify for a trade inhttp://www.motorolatradein.com/ The customer is outside of our return time frame by months; therefore, we are not in the position to honor a return for a refund http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ At this time the customers options would be an Advanced Exchange or a Return and ExchangeIf the customer does not wish to take advantage of getting a replacement we consider this resolved
The customers device has been out of warranty since 1/26/and has physical damageWe will not be replacing the device, the RMA has been cancelled and we have reversed the authorization feeThis will drop off the customers account within 3-business days, depending on the customers financial institution it may take up to daysWe consider this resolved
I called and talk to support time after time and they don't want to deal with customers that have complaints and issues now with being treated like [redacted] by a company that was once world renown is now a like a second class circuit city that also went out of business because they treat customers with complain like stNow they refuse to even acknowledge all my calls complaint and pleas for help If they can send the check to my adders ill send all there trash I bought back to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Contact Name and Title: [redacted] Contact Email: [redacted] The customer has been provided with our replacement options We will not refund the customer or replace the device with a new deviceOur warranty states it is at our sole discretion whether we replace with a refurbished/recondition or new device or refund the customerAt this time we have refurbished/reconditioned replaces available, therefore, this would be the option provided These are the options available if the customer does not wish to take advantage of the options provided we consider this resolved
The customers device has cosmetic damage which is not covered under the year manufacture warrantyWe would be happy to repair/replace the deviceHowever, we will not waive the fee
Revdex.com: I have reviewed the response, and as long as the refund is processed, I accept the business' replyThe business should also know that their repair staff has given me more misinformation about my phone today, as it still has not even started the repair process despite the fact that they have had it for days Sincerely, [redacted]
The customer did order a Pure EditionHowever, the customer ordered the TMobile Pure Edition, not the Pure EditionTherefore, the customer was sent the correct deviceWe consider this resolved
When the device was received and reviewed by our technicians the bootloader on the device was unlockedThis voids our year manufacture warranty, therefore we will be unable to replace/repair the device
An RMA was created for the customerHer device was received yesterday, 4/Once the device is evaluated it will either be repaired or replaced and then shipped back out to the customerThe customer will be notified via email once it ships out
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11000737, and find that this resolution is satisfactory to me Sincerely, Vincent [redacted]
Our warranty states that repairs made through non Motorola service centers voids the manufacture warrantyTherefore, when the customer took their device to RX Tech and they fixed the port this voided the customers warrantyWe are not in the position to repair/replace the customers device and consider this resolvedBelow is a link to our warrantyhttps://help.motorola.com/hc/apps/settings/legal/global/en-us/index.html...⇄ [redacted]
Complaint: [redacted] I am rejecting this response because Motorola attempted to fix this phone previously and was unsuccessfulI no longer trust Motorola to repair this phone and am tired of dealing with the difficulties associated with Motorola trying to ship me a phone to my PO box addressThe fact that I was past my initial day warranty was not by my own faultThe day the phone was ordered we cancelled the order onlineWhen Motorola then called the next day to verify an address we tried again to cancel the order and your representative told us it wasn't possible as the order was already being processedThis may have been illegal per the the federal "Cooling Off Rule" which allows for cancellation of online purchases over $within days of purchaseI'm not sure why my father was denied the ability to cancel this order over the phone after the Motorola website had failed to complete the cancellation the night beforeOnce the phone stopped working correctly, which was about 4-days after using the phone, I was told by a Motorola representative over the phone that I could get a refund due to the unique circumstances surrounding this purchase and where I was living at the timeThis call was likely recorded and I would like to know how to request obtaining that recording as proofWhen a client calls customer service they have to trust that the representative on the line isn't giving information or misleading themI don't know why that refund was later denied but we had come to an agreement of a refund over the phoneAdditionally, when my father first filed a complaint with the Revdex.com he compromised and agreed to a replacement phone being sent to usAgain we were mislead by Motorola, or they are just incredibly disorganized, because we were given the same malfunctioning phone that had just been reassembledTo me a "replacement" means a different/new phone, obviously Motorola meant something elseIf Motorola cant afford to give me my $back then they could at least offer to give me a brand new phone instead of offering a 2nd attempt at repairing the same issues in the same phoneIts obvious to me that Motorola is unconcerned with customer satisfaction which is why I just want a refundI no longer want to have to identify myself as a Motorola customerIf I continue to get the same textbook response about the day warranty, it will be clear that nobody is really paying attention here and I will call Motorola yet again in an attempt to connect with someone who might actually listen or care about this incident Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meA replacement phone is now being sent to me It is unfortunate how much effort and time on my part was required to get a timely replacement to my phoneMotorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting Sincerely, [redacted]
We are working on getting the replacement shippedOnce it ships we will notify the customer
The customers device is expected to be delivered to us tomorrow via FedEx tracking number [redacted] Once we receive it a replacement will ship out within 3-business days
The customer's replacement Nexus is shipping today via FedEx tracking number
Complaint: [redacted] I am rejecting this response because: I already had the device replaced once and continue to have issuesTherefore I am requesting a refundThe customer service I received is unacceptable, and this has been going on for months Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I'm curious why after all this time, I am finally being referred to LsupportI've spent hours I the phone with Land after specifically asking for L3, they finally let me speak with LLasked that I call them back when the phone is malfunctioning to better troubleshoot the problem It may take a week for this to happenWhen it does I'll be sure to call Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customers device was purchased on 6/15/The customer is outside of our return time frame of days (for California)Below is a link that includes our return policy http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ The customer did contact us stating they were having trouble with the device and did go through trouble shooting, however the customer stated the troubleshooting did not helpWe offered the customer replacement options and the customer declined them We would be happy to assist the customer with a replacement, the device [redacted] be like for like meaning the replacement [redacted] be the same as the original deviceWe are not in the position to refund the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) THeir trouble-shooting was to take the case that was listed on their website and see if that would helpThere was no replacement options given, just send the device back we [redacted] look at it if its an issue we are going to send you back the same oneI do not need a same device because I just repalced it with an updated model and hopefully this one [redacted] work betterTheir postion is unacceptable on the sheer basis on their own website they welcome trade ins with purchaseI am not asking for the extreme hereSo either they make this situation right or I [redacted] continue to persue this issue Final Business Response / [redacted] (4000, 9, 2015/09/10) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The trade in program that we offer is only valid on non customized devicesThe customers device is a customized device; therefore, it does not qualify for a trade inhttp://www.motorolatradein.com/ The customer is outside of our return time frame by months; therefore, we are not in the position to honor a return for a refund http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ At this time the customers options would be an Advanced Exchange or a Return and ExchangeIf the customer does not wish to take advantage of getting a replacement we consider this resolved
If the customer does not wish to go through trouble shooting we consider this resolved
The customers device has been out of warranty since 1/26/and has physical damageWe will not be replacing the device, the RMA has been cancelled and we have reversed the authorization feeThis will drop off the customers account within 3-business days, depending on the customers financial institution it may take up to daysWe consider this resolved
I called and talk to support time after time and they don't want to deal with customers that have complaints and issues now with being treated like [redacted] by a company that was once world renown is now a like a second class circuit city that also went out of business because they treat customers with complain like s
tNow they refuse to even acknowledge all my calls complaint and pleas for help If they can send the check to my adders ill send all there trash I bought back to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Contact Name and Title: [redacted] Contact Email: [redacted] The customer has been provided with our replacement options We will not refund the customer or replace the device with a new deviceOur warranty states it is at our sole discretion whether we replace with a refurbished/recondition or new device or refund the customerAt this time we have refurbished/reconditioned replaces available, therefore, this would be the option provided These are the options available if the customer does not wish to take advantage of the options provided we consider this resolved
The customers device has cosmetic damage which is not covered under the year manufacture warrantyWe would be happy to repair/replace the deviceHowever, we will not waive the fee
Revdex.com: I have reviewed the response, and as long as the refund is processed, I accept the business' replyThe business should also know that their repair staff has given me more misinformation about my phone today, as it still has not even started the repair process despite the fact that they have had it for days Sincerely, [redacted]
The customer did order a Pure EditionHowever, the customer ordered the TMobile Pure Edition, not the Pure EditionTherefore, the customer was sent the correct deviceWe consider this resolved
When the device was received and reviewed by our technicians the bootloader on the device was unlockedThis voids our year manufacture warranty, therefore we will be unable to replace/repair the device
An RMA was created for the customerHer device was received yesterday, 4/Once the device is evaluated it will either be repaired or replaced and then shipped back out to the customerThe customer will be notified via email once it ships out