The customer processed another exchange RMA on 5/RMA number [redacted] - [redacted] The replacement is shipping today via [redacted] tracking number [redacted]
Complaint: I am rejecting this response because: this is the 3rd time I had to call in month and I get the same responseI will wait to see if indeed I get a replacementEach time I call, I get a different answer.I will not accept until I get a replacement watch that works Sincerely, Debra [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, [redacted]
Complaint: I am rejecting this response because: As previously stated, this is advertisingI expect more from a company of this stature [redacted] has certainly brought the Motorola name downNot only are the phones no longer made in America, but there cuatomer service has gone out the window as wellI'll never buy another device from them againIs there some new law that everyone must use whatever version of Android that our phone manufacturers and/or service providers tell us to? Imagine if Microsoft started forcibly upgrading their customers' version of WindowsSounds ridiculous, right? Dystopia is among us and [redacted] is leading the way.Sincerely, Kaylynn [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11675155, and find that this resolution is satisfactory to me Sincerely, Iliana [redacted]
We will not be refunding the customerThe customer has invalidated their warranty by altering the deviceOur warranty states it is our sole discretion what replacement/repair option will be providedI have listed the warranty belowIf the customer does not wish to proceed with the options provided we consider this resolvedhttps://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139540...⇄
Complaint: I am rejecting this response because: My phone has manufacturing faults and they won't replace itMy Bluetooth, which was a key selling point doesn't work Sincerely, Austin Smith
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer's order was delivered via Fed Ex tracking number XXXXXXXXXXXX on 9/We apologize if the customer was provided with misinformationWe are not in the position to provide the customer [redacted] a discount on the orderWe consider this resolved
The customer contacted us yesterday and processed a Return and Exchange RMAWe are not in the position to refund the customer as they purchased their device from Verizon and it was purchased over days ago, which is our return policyIf the the customer sends in their defective device we will ship a replacementIf the customer does not wish to send the device in for the replacement we consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ Contact Name and Title: [redacted] Contact Email: [redacted] I have reached out to the customer to offer upgrade options due to circumstances Final Business Response / [redacted] (1000, 8, 2015/04/16) */ Customer was provided redemption pin to customize new Moto X 2nd Generation via Motorola's website
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/per his requestDue to this fact, we are unable to provide the customer with a codeI have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelledHe [redacted] have access to these funds in 3-business days Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not satisfy any portion of my requested resolutionI cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctlyIn fact just this afternoon 5/4/I received an email saying my Xcode was now ready when on 4/30/I got an email confirmation that the process was cancelled and my refund was set in motionSo clearly there is yet another disonnect between what was done (or not done) vswhat I was told would be done That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen I have used that code and placed my orderIf the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together [redacted] result in the outcome I was requestingAt that point I [redacted] seek advice from the Revdex.com on how I should treat my case since it [redacted] have been resolved, but not through any intentional action based on this complaintIt [redacted] have been resolved through the disconnect in the treatment of my original warranty request Final Business Response / [redacted] (4000, 18, 2015/05/14) */ The customer's exchange order is closed, and his authorization hold has been reversedI sent him a confirmation e-mail today, 5/14/advising him of this Final Consumer Response / [redacted] (2000, 20, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have sought guidance from the Revdex.com on the issue of the terms being met, not by Revdex.com process, but likely through mishandling of the original caseI so far have not received any guidance and so am going to accept this final response and move onMotorla did in the end fufill the stipulations I set forth I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awfulThe mis-handling of this Revdex.com case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worseIt was not just timing and confusion (like I believe is the scenerio in this Revdex.com case) that led to mis informationI was repeatedly told blatantly incorrect things that were never even remotely accurateIt was also left virtaully 100% up to me to follow up to keep chasing down the issue If you read many of the other complaints on this site you [redacted] find similar stories about mis treatment by the REST teamI urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customersThey surely have lost me as a customer
All [redacted] devices need to be repaired/replaced directly through [redacted] ***The customer was informed of this when they originally called for the replacementWe will be unable to assist with replacing the customer's device
I have already personally spoken with this customer in regards to this same complaint The customer contacted us on 12/and her device was submitted for our repair and return program The reason for submission was that the phone would not charge When we received the device in our warehouse the device had part of a charger melted into and adhered to the charging port The customer admitted that she had used a non Motorola brand charger to charge her device and that is when this damage occurred The portion of the charger which is melted to the customer's 3rd Generation Moto [redacted] is not a Motorola charger The manufacturer warranty states that only Motorola brand accessories should be used with Motorola devices, as if damage occurs from use with a non Motorola brand accessory, the device or damage will not be covered under the manufacturer warranty The damage to the charging port of the customer's device is considered to be external physical abuse and this is not covered under the manufacturer warranty The manufacturer warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ Since the customer used a non Motorola brand accessory and caused damage to her device we are not in the position to replace her device nor provide her with a refund Motorola considers this matter resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11142944, and find that this resolution is satisfactory to me Sincerely, Kenneth [redacted]
The customer's device is shipping out today via FedEx tracking number [redacted] It is expected to be delivered on Wednesday
The customer processed another exchange RMA on 5/RMA number [redacted] - [redacted] The replacement is shipping today via [redacted] tracking number [redacted]
Complaint: I am rejecting this response because: this is the 3rd time I had to call in month and I get the same responseI will wait to see if indeed I get a replacementEach time I call, I get a different answer.I will not accept until I get a replacement watch that works Sincerely, Debra [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, [redacted]
We will be refunding the customer the $and will reach out to the customer once it's completed
Complaint: I am rejecting this response because: As previously stated, this is advertisingI expect more from a company of this stature [redacted] has certainly brought the Motorola name downNot only are the phones no longer made in America, but there cuatomer service has gone out the window as wellI'll never buy another device from them againIs there some new law that everyone must use whatever version of Android that our phone manufacturers and/or service providers tell us to? Imagine if Microsoft started forcibly upgrading their customers' version of WindowsSounds ridiculous, right? Dystopia is among us and [redacted] is leading the way.Sincerely, Kaylynn [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11675155, and find that this resolution is satisfactory to me Sincerely, Iliana [redacted]
We have sent the customer an X code to order a new device
We will not be refunding the customerThe customer has invalidated their warranty by altering the deviceOur warranty states it is our sole discretion what replacement/repair option will be providedI have listed the warranty belowIf the customer does not wish to proceed with the options provided we consider this resolvedhttps://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139540...⇄
Complaint: I am rejecting this response because: My phone has manufacturing faults and they won't replace itMy Bluetooth, which was a key selling point doesn't work Sincerely, Austin Smith
We will be reaching out to the customer to provide the refund
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer's order was delivered via Fed Ex tracking number XXXXXXXXXXXX on 9/We apologize if the customer was provided with misinformationWe are not in the position to provide the customer [redacted] a discount on the orderWe consider this resolved
The customer contacted us yesterday and processed a Return and Exchange RMAWe are not in the position to refund the customer as they purchased their device from Verizon and it was purchased over days ago, which is our return policyIf the the customer sends in their defective device we will ship a replacementIf the customer does not wish to send the device in for the replacement we consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ Contact Name and Title: [redacted] Contact Email: [redacted] I have reached out to the customer to offer upgrade options due to circumstances Final Business Response / [redacted] (1000, 8, 2015/04/16) */ Customer was provided redemption pin to customize new Moto X 2nd Generation via Motorola's website
We are working on processing the refund and will let the customer know when it's completed
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/per his requestDue to this fact, we are unable to provide the customer with a codeI have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelledHe [redacted] have access to these funds in 3-business days Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not satisfy any portion of my requested resolutionI cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctlyIn fact just this afternoon 5/4/I received an email saying my Xcode was now ready when on 4/30/I got an email confirmation that the process was cancelled and my refund was set in motionSo clearly there is yet another disonnect between what was done (or not done) vswhat I was told would be done That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen I have used that code and placed my orderIf the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together [redacted] result in the outcome I was requestingAt that point I [redacted] seek advice from the Revdex.com on how I should treat my case since it [redacted] have been resolved, but not through any intentional action based on this complaintIt [redacted] have been resolved through the disconnect in the treatment of my original warranty request Final Business Response / [redacted] (4000, 18, 2015/05/14) */ The customer's exchange order is closed, and his authorization hold has been reversedI sent him a confirmation e-mail today, 5/14/advising him of this Final Consumer Response / [redacted] (2000, 20, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have sought guidance from the Revdex.com on the issue of the terms being met, not by Revdex.com process, but likely through mishandling of the original caseI so far have not received any guidance and so am going to accept this final response and move onMotorla did in the end fufill the stipulations I set forth I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awfulThe mis-handling of this Revdex.com case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worseIt was not just timing and confusion (like I believe is the scenerio in this Revdex.com case) that led to mis informationI was repeatedly told blatantly incorrect things that were never even remotely accurateIt was also left virtaully 100% up to me to follow up to keep chasing down the issue If you read many of the other complaints on this site you [redacted] find similar stories about mis treatment by the REST teamI urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customersThey surely have lost me as a customer
This is resolvedThe customer's device was returned to them under [redacted] tracking number [redacted] and delivered on 11/
All [redacted] devices need to be repaired/replaced directly through [redacted] ***The customer was informed of this when they originally called for the replacementWe will be unable to assist with replacing the customer's device
I have already personally spoken with this customer in regards to this same complaint The customer contacted us on 12/and her device was submitted for our repair and return program The reason for submission was that the phone would not charge When we received the device in our warehouse the device had part of a charger melted into and adhered to the charging port The customer admitted that she had used a non Motorola brand charger to charge her device and that is when this damage occurred The portion of the charger which is melted to the customer's 3rd Generation Moto [redacted] is not a Motorola charger The manufacturer warranty states that only Motorola brand accessories should be used with Motorola devices, as if damage occurs from use with a non Motorola brand accessory, the device or damage will not be covered under the manufacturer warranty The damage to the charging port of the customer's device is considered to be external physical abuse and this is not covered under the manufacturer warranty The manufacturer warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ Since the customer used a non Motorola brand accessory and caused damage to her device we are not in the position to replace her device nor provide her with a refund Motorola considers this matter resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11142944, and find that this resolution is satisfactory to me Sincerely, Kenneth [redacted]