The customer purchased the device from [redacted] over days ago, our return for refund policy is daysTherefore, we are not in the position to refund the customerWe would be happy to repair the deviceThe customer was offered the repair and the declined this offer
Complaint: [redacted] I am rejecting this response because: when I originally e-mailed to pay and order a new screen protector I was told I HAD to go through this process because it was covered under warrantythe screen broke when I accidentally dropped my phone which the case was supposed to protectI guess I just cant understand why a million dollar business is putting up so much fuss over $I would think you would have wanted a satisfied customer and I am not one of themI would suggest to all consumers of the motorla business that you do not live up to your warranties and when you make a complaint they better be ready to get the run around and call numerous numbers to get through to motorola but be prepared: motorola may make every excuse in the world NOT to help you; no matter how inexpensive the problem is Sincerely, [redacted]
The customer has never contacted us regarding the issues they were having with their device and worked directly with VerizonWe are not in the position to refund the customer for anything and consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer has been provided with our replacement options and is not satisfied with the options availableIf the customer would like to process a replacement they may choose between the options availableReturn and Exchange or an Advanced Exchange Return and Exchange: We send the customer a prepaid shipping labelOnce we receive the defective device a like new replacement will be shipped out within 3-business days Advanced Exchange: We will ship out the replacement device firstWe charge a $premium fee and a place an authorization hold/freeze for $plus taxOnce the like new replacement is shipped out the customer has days to return their defective deviceOnce we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-business days We consider this resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixedI paid for a brand new phone and I have put up with at least two "like new" phones alreadyI am not going to get another like new phone to have all of the same problems againI have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phonesNow I am not able to put on hold $that I do not have; I am a college student, that money is not easy to come byThe first option of being phoneless is not an option because my phone is needed for work related reasons as wellIt is time for you, Motorola, to compromise with me, the customerI am so tired of these issues and that's all I've had since I got this phoneI want a brand new phone not a "like new" phone Final Business Response / [redacted] (4000, 9, 2015/07/08) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer has processed the previous replacements directly with their carrierIf the customer would like to process a replacement with us these would be our optionsIf the customer cannot process an Advanced Exchange they may process a Return and ExchangeIf they are unable to be without a device through this process we recommend they contact their carrier for a loaner device
(The consumer indicated he/she DID NOT accept the response from the business.) This has truly been an awful experienceI lost my receipt from [redacted] so I contacted [redacted] to verify with Motorola that I purchased my phoneThe customer service rep was furious because she said that so many customers have been having issues with this manufactureShe also mentioned that I don't need to provide a receipt because I have a year warrantyThey are responsible for replacing/handling my claim Eventually I had [redacted] pull up a copy of my receiptMotorola just told me that my receipt is invalid which is absolutely amazing to meI have literally done EVERYTHING that I have been asked to doThis company has taken my phone, not replaced it and is refusing to refund my money Thanks for reading this and searching for solutions -- [redacted]
Revdex.com:YOU DON'T EVEN CARE TO OFFER AN APOLOGY? PLEASE UNDERSTAND YOU AND YOUR CUSTOMER SERVICE REPRESENTATIVES ARE ABYSMAL AND THAT I WASTED MANY HOURS CALLING AND PUTTING TRUST IN YOUR COMPANY TO DO THE RIGHT THING UNDERSTAND THAT THAT TRUST IS GONE AND I WILL NEVER BUY YOUR PRODUCTS AND WILL NEVER RECOMMEND YOUR PRODUCTS TO FRIENDS AND FAMILY THERE IS NOTHING WORSE THAN A CUSTOMER SERVICE REP SAYING'TRUST ME, WE'LL TAKE CARE OF IT' ONLY FOR THEM TO DO NOTHING ABSOLUTELY AWFUL.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 me Sincerely, Neri [redacted]
We have several Moto Care Plans and each are different for every deviceThe customer has a 2nd Generation Moto X that was purchased on 12/22/The Moto Care option available for this device is the Moto Care Accident Protection PlanThis plan can only be purchased within days of the device shippingThe customer's device shipped out on 12/25/Therefore, it is no longer eligible for the Moto Care Accident Protection PlanWe consider this resolved
We would be happy to process another exchange for the customer but we will not be upgrading them to a different deviceIf the customer does not wish to proceed with another replacement we consider this resolved
We would be happy to replace the customer's deviceHowever, the replacement would be a like for like model (customer would receive the same model as their original device)We are currently not running any promotions on the 2nd Generation Moto If the customer would like to sign up for promotional offers they may do so at the below linkhttps://pages.motorola-mail.com/registration-us-en/
Complaint: [redacted] I am rejecting this response because: I was never informed by Verizon to contact you I was told there was nothing else they could do/offer for my defective phone As the manufacture, I feel as though you are responsible for selling defective phone you are selling through Verizon Sincerely, Daphne ***
The customers device was purchased from an unauthorized seller on [redacted] The device does not have a warranty, therefore we will be unable to assist the customer
Complaint: [redacted] I am rejecting this response because: Motorola has replaced my phone with a phone I can't use and disposed of my phone without my permissionThe only resolution to this complaint that I will accept is to provide me with a phone like the phone I sent to them that I can use on the [redacted] network Sincerely, [redacted] ***
The technicians determined the device has liquid damage that voids the year manufacture warrantyWe will not be repairing or replacing the device and consider this resolved
The customer has been offered to process an Advanced Exchange to receive the replacement firstIf the customer would like to process this RMA we would be happy to assistThey may call into customer service at 800- [redacted]
The customers replacement was delivered on 2/via [redacted] tracking number [redacted] Two refunds in the amounts of $and $were processed on 2/and will reflect back in the customers account within 2-business days
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 me Sincerely, Joe [redacted]
The customer is outside of our day return policy, we will be unable to accept a return or exchangeEven if the device were to be exchanged and have the device would eventually upgrade to the Marshmallow OSWe consider this resolved
Complaint: I am rejecting this response because they have not taken care of any issues Sincerely, Dorothy ***
The customer purchased the device from [redacted] over days ago, our return for refund policy is daysTherefore, we are not in the position to refund the customerWe would be happy to repair the deviceThe customer was offered the repair and the declined this offer
Complaint: [redacted] I am rejecting this response because: when I originally e-mailed to pay and order a new screen protector I was told I HAD to go through this process because it was covered under warrantythe screen broke when I accidentally dropped my phone which the case was supposed to protectI guess I just cant understand why a million dollar business is putting up so much fuss over $I would think you would have wanted a satisfied customer and I am not one of themI would suggest to all consumers of the motorla business that you do not live up to your warranties and when you make a complaint they better be ready to get the run around and call numerous numbers to get through to motorola but be prepared: motorola may make every excuse in the world NOT to help you; no matter how inexpensive the problem is Sincerely, [redacted]
The customer has never contacted us regarding the issues they were having with their device and worked directly with VerizonWe are not in the position to refund the customer for anything and consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer has been provided with our replacement options and is not satisfied with the options availableIf the customer would like to process a replacement they may choose between the options availableReturn and Exchange or an Advanced Exchange Return and Exchange: We send the customer a prepaid shipping labelOnce we receive the defective device a like new replacement will be shipped out within 3-business days Advanced Exchange: We will ship out the replacement device firstWe charge a $premium fee and a place an authorization hold/freeze for $plus taxOnce the like new replacement is shipped out the customer has days to return their defective deviceOnce we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-business days We consider this resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixedI paid for a brand new phone and I have put up with at least two "like new" phones alreadyI am not going to get another like new phone to have all of the same problems againI have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phonesNow I am not able to put on hold $that I do not have; I am a college student, that money is not easy to come byThe first option of being phoneless is not an option because my phone is needed for work related reasons as wellIt is time for you, Motorola, to compromise with me, the customerI am so tired of these issues and that's all I've had since I got this phoneI want a brand new phone not a "like new" phone Final Business Response / [redacted] (4000, 9, 2015/07/08) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer has processed the previous replacements directly with their carrierIf the customer would like to process a replacement with us these would be our optionsIf the customer cannot process an Advanced Exchange they may process a Return and ExchangeIf they are unable to be without a device through this process we recommend they contact their carrier for a loaner device
(The consumer indicated he/she DID NOT accept the response from the business.) This has truly been an awful experienceI lost my receipt from [redacted] so I contacted [redacted] to verify with Motorola that I purchased my phoneThe customer service rep was furious because she said that so many customers have been having issues with this manufactureShe also mentioned that I don't need to provide a receipt because I have a year warrantyThey are responsible for replacing/handling my claim Eventually I had [redacted] pull up a copy of my receiptMotorola just told me that my receipt is invalid which is absolutely amazing to meI have literally done EVERYTHING that I have been asked to doThis company has taken my phone, not replaced it and is refusing to refund my money Thanks for reading this and searching for solutions -- [redacted]
Revdex.com:YOU DON'T EVEN CARE TO OFFER AN APOLOGY? PLEASE UNDERSTAND YOU AND YOUR CUSTOMER SERVICE REPRESENTATIVES ARE ABYSMAL AND THAT I WASTED MANY HOURS CALLING AND PUTTING TRUST IN YOUR COMPANY TO DO THE RIGHT THING UNDERSTAND THAT THAT TRUST IS GONE AND I WILL NEVER BUY YOUR PRODUCTS AND WILL NEVER RECOMMEND YOUR PRODUCTS TO FRIENDS AND FAMILY THERE IS NOTHING WORSE THAN A CUSTOMER SERVICE REP SAYING'TRUST ME, WE'LL TAKE CARE OF IT' ONLY FOR THEM TO DO NOTHING ABSOLUTELY AWFUL.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 me Sincerely, Neri [redacted]
We have several Moto Care Plans and each are different for every deviceThe customer has a 2nd Generation Moto X that was purchased on 12/22/The Moto Care option available for this device is the Moto Care Accident Protection PlanThis plan can only be purchased within days of the device shippingThe customer's device shipped out on 12/25/Therefore, it is no longer eligible for the Moto Care Accident Protection PlanWe consider this resolved
We would be happy to process another exchange for the customer but we will not be upgrading them to a different deviceIf the customer does not wish to proceed with another replacement we consider this resolved
This is resolvedThe customer was refunded on 12/
We would be happy to replace the customer's deviceHowever, the replacement would be a like for like model (customer would receive the same model as their original device)We are currently not running any promotions on the 2nd Generation Moto If the customer would like to sign up for promotional offers they may do so at the below linkhttps://pages.motorola-mail.com/registration-us-en/
Complaint: [redacted] I am rejecting this response because: I was never informed by Verizon to contact you I was told there was nothing else they could do/offer for my defective phone As the manufacture, I feel as though you are responsible for selling defective phone you are selling through Verizon Sincerely, Daphne ***
The customers device was purchased from an unauthorized seller on [redacted] The device does not have a warranty, therefore we will be unable to assist the customer
Complaint: [redacted] I am rejecting this response because: Motorola has replaced my phone with a phone I can't use and disposed of my phone without my permissionThe only resolution to this complaint that I will accept is to provide me with a phone like the phone I sent to them that I can use on the [redacted] network Sincerely, [redacted] ***
The technicians determined the device has liquid damage that voids the year manufacture warrantyWe will not be repairing or replacing the device and consider this resolved
The customer has been offered to process an Advanced Exchange to receive the replacement firstIf the customer would like to process this RMA we would be happy to assistThey may call into customer service at 800- [redacted]
The customers replacement was delivered on 2/via [redacted] tracking number [redacted] Two refunds in the amounts of $and $were processed on 2/and will reflect back in the customers account within 2-business days
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 me Sincerely, Joe [redacted]
The customer is outside of our day return policy, we will be unable to accept a return or exchangeEven if the device were to be exchanged and have the device would eventually upgrade to the Marshmallow OSWe consider this resolved