Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.omc The customer contacted us on 9/24/to cancel the orderThe order has been cancelledWe consider this resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We do not pay for return shipping on accessory replacementsIf the customer wishes to exchange the device they must pay the shipping costs to return the device
Our warranty states that it is at our sole discretion which option will be providedWe have repair/replacement options available, therefore, we will not be refunding the customerIf the customer does not wish to proceed with our repair/replacement options we consider this resolved https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄
Initial Business Response / [redacted] (1000, 14, 2015/06/15) */ Motorola Solutions, Inc(MSI) is in receipt of your letter dated June 1, concerning this complaint related to a baby monitor productAs noted in previous responses to notices received by MSI from Revdex.com, Motorola Solutions does not make cell phones, cable set top boxes, baby monitors or most any other sort of personal consumer deviceTherefore, MSI plans to take no action concerning this matter By way of background, more than years ago, in January Motorola, Incsplit into separate, independent companies - MSI (which makes police and fire 2-way radios) and Motorola Mobility, Inc(MMI) (which makes consumer products like cell phones and cable set top boxes)MMI was subsequently purchased by GoogleGoogle later sold the cell phone business to LenovoIt is understand that MMI is now located in the Chicago Merchandise MartThis claim most likely should be directed to the attention of MMI Final Business Response / [redacted] (1000, 20, 2015/06/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] Motorola Mobility does not manufacture or support baby monitorsMotorola Mobility handles cell phones and cell phone accessoriesWe have directed the customer's complaint to the appropriate entity and they will be reaching out to the customer to offer assistance in resolving the customer's concern
The customers warranty is overAs stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processedIf troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty feeAgain if the customer does not wish to do this we consider this resolved
Below is a link to our warrantyThe customer's device has cosmetic damageCosmetic damage is not covered under our year manufactures warrantyThe customer has been provided with our replacement optionsIf the customer does not wish to take advantage of them we consider this resolved https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄
Complaint: I am rejecting this response because First to address is my browser didn't show anything as depicted in the first link supplied by the business I thought the unlock failed because I received a page can't be displayed access denied error Upon further inspection my network and access to other sites was still intact, thus an error on Motorola's end Upon refresh I received my unlock code No messages regarding warranty were received Next I didn't receive any documentation with my phone Just a charger and the phone Nothing more I thought at first this was normal Until my vibration motor broke and I found my phone had a warranty I don't understand how it should be my responsibility to locate warranty terms when they weren't supplied as they should've been On that note I didn't receive the bumper case that I also realized was missing So we're back to square one I had no knowledge of this warranty until I researched it But how am I supposed to familiarize myself with it when it wasn't in the phone package contents Due to the neglect of Motorola to include proper documentation with my device I feel my warranty should be intact It's great that Motorola can pull up the warranty document to reply with their defense to my claimBut I don't work for Motorola I shouldn't be expected to search all over their site for this informationIf need be I will file legal action as I don't think it's right for a company to not explicitly provide warranty informationFurthermore I'd like to enact the federal trade commissions implied warranty of merchantability Stating the the item shall be "fit to sell" and that they will" do what they are supposed to" A cellular phone is supposed to vibrate on both calls and text Due to the fact that this doesn't occur This device isn't operating as it is supposed to do Furthermore a warranty created by the company doesn't overule this implied warranty Therefore I haven't lost any warranty Https://www.ftc.gov/tips-advice/business-center/guidance/businesspersons-guide-f...⇄ Sincerely, Tim ***
If a customer contacts any company with unknown charges on there account or claiming that there have been fraudulent charges made on their account, no company can legally give out any information on the order without a subpoenaIf the customer wishes to receive more information regarding the order a subpoena will need to be sent into our legal departmentIf the customer does not wish to do this we can not provide any further information
The customer did not contact us before sending their device inIf the customer were to contact us we would have processed a warranty RMABy setting up a warranty RMA the customer would have received a prepaid return labelDue to this not being done and the customer not sending the device certified with a tracking number we have no way to locate this deviceWe will not be replacing the device and consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motrola.com The customers order shipped out yesterday, 8/14/via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrowWe consider this resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As you can see you had to re update the shipping date Motorola has serious problems with shipping logistics but I'm glad you finally shipped my order a little to late but I can always return it
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer is outside of our return time of days (days for California)We [redacted] not be refunding the customerIf the customer wishes they can complete trouble shooting on the device and if it is not successful we would be happy to replace the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola response is clearly flawed and lacks any merit!! If Motorola actually looked into the complaint and reference # I provided in my earlier message, they(Ashley) would have seen that 1)This would be the 3rd phone I would be getting in the last months!! CLEARLY this phone(Moto X 2nd Gen)is deeply defective2)So they(Motorola) want me to "troubleshoot" the device which I have done on numerous occasions(by the way both by myself and with Technicians from their Tier dept) then if the problem still persists, I should ask for a replacement of a phone that I already replaced twice??? That makes ZERO sense! Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com Our warranty states that at our sole discretion we [redacted] replacement with a reconditioned/refurbished device, replace with a new device or refund the consumerWe have replacements options available to replace the device, therefore, we would replace the device We [redacted] not refund the customer as the are outside of our return time Final Consumer Response / [redacted] (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I [redacted] switch to a more reliable/customer friendly and reputable phone company in earnestThank goodness consumers have a LOT of viable options [redacted] also make sure I notify as many people as possible to stay away from ANYTHING that has Motorola written on itBIG mistake on my part....never again
Complaint: [redacted] I am rejecting this response because: If you say this is the correct device, then what color is it, you guys do switch and bait its clear you guys can switch anything in the warehouse and try to convince anyone to believe it, your company is lying to consumersI will make sure Verizon wireless is anywhere what you guys do to there members Sincerely, *** Hornick
The customer has been in contact with our Universal Command CenterWe would be happy to replace the the device with a like for like model with a 25% discount on the out of warranty feeIf the customer does not wish to proceed we consider this resolved
We no longer manufacture or repair this deviceThe customer emailed us on 11/stating the belowThe customer states that the device was purchased a year and a half agoTherefore, the device is not covered under warranty Hi [redacted] its outside the one year warrantyI got it a year and a half agoI tried going to a cell phone place and they would not repair it because they only work with cell phonesI would like to send it in for repairsI will cover the costThanks We consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.omc The customer contacted us on 9/24/to cancel the orderThe order has been cancelledWe consider this resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We do not pay for return shipping on accessory replacementsIf the customer wishes to exchange the device they must pay the shipping costs to return the device
Our warranty states that it is at our sole discretion which option will be providedWe have repair/replacement options available, therefore, we will not be refunding the customerIf the customer does not wish to proceed with our repair/replacement options we consider this resolved https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄
We apologize for any inconvenienceHowever, this is our policy and the customer is outside of the return time
Initial Business Response / [redacted] (1000, 14, 2015/06/15) */ Motorola Solutions, Inc(MSI) is in receipt of your letter dated June 1, concerning this complaint related to a baby monitor productAs noted in previous responses to notices received by MSI from Revdex.com, Motorola Solutions does not make cell phones, cable set top boxes, baby monitors or most any other sort of personal consumer deviceTherefore, MSI plans to take no action concerning this matter By way of background, more than years ago, in January Motorola, Incsplit into separate, independent companies - MSI (which makes police and fire 2-way radios) and Motorola Mobility, Inc(MMI) (which makes consumer products like cell phones and cable set top boxes)MMI was subsequently purchased by GoogleGoogle later sold the cell phone business to LenovoIt is understand that MMI is now located in the Chicago Merchandise MartThis claim most likely should be directed to the attention of MMI Final Business Response / [redacted] (1000, 20, 2015/06/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] Motorola Mobility does not manufacture or support baby monitorsMotorola Mobility handles cell phones and cell phone accessoriesWe have directed the customer's complaint to the appropriate entity and they will be reaching out to the customer to offer assistance in resolving the customer's concern
The customers warranty is overAs stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processedIf troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty feeAgain if the customer does not wish to do this we consider this resolved
Below is a link to our warrantyThe customer's device has cosmetic damageCosmetic damage is not covered under our year manufactures warrantyThe customer has been provided with our replacement optionsIf the customer does not wish to take advantage of them we consider this resolved https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄
Complaint: I am rejecting this response because First to address is my browser didn't show anything as depicted in the first link supplied by the business I thought the unlock failed because I received a page can't be displayed access denied error Upon further inspection my network and access to other sites was still intact, thus an error on Motorola's end Upon refresh I received my unlock code No messages regarding warranty were received Next I didn't receive any documentation with my phone Just a charger and the phone Nothing more I thought at first this was normal Until my vibration motor broke and I found my phone had a warranty I don't understand how it should be my responsibility to locate warranty terms when they weren't supplied as they should've been On that note I didn't receive the bumper case that I also realized was missing So we're back to square one I had no knowledge of this warranty until I researched it But how am I supposed to familiarize myself with it when it wasn't in the phone package contents Due to the neglect of Motorola to include proper documentation with my device I feel my warranty should be intact It's great that Motorola can pull up the warranty document to reply with their defense to my claimBut I don't work for Motorola I shouldn't be expected to search all over their site for this informationIf need be I will file legal action as I don't think it's right for a company to not explicitly provide warranty informationFurthermore I'd like to enact the federal trade commissions implied warranty of merchantability Stating the the item shall be "fit to sell" and that they will" do what they are supposed to" A cellular phone is supposed to vibrate on both calls and text Due to the fact that this doesn't occur This device isn't operating as it is supposed to do Furthermore a warranty created by the company doesn't overule this implied warranty Therefore I haven't lost any warranty Https://www.ftc.gov/tips-advice/business-center/guidance/businesspersons-guide-f...⇄ Sincerely, Tim ***
If a customer contacts any company with unknown charges on there account or claiming that there have been fraudulent charges made on their account, no company can legally give out any information on the order without a subpoenaIf the customer wishes to receive more information regarding the order a subpoena will need to be sent into our legal departmentIf the customer does not wish to do this we can not provide any further information
Our India support team is reaching out to the customer to assist
The customer did not contact us before sending their device inIf the customer were to contact us we would have processed a warranty RMABy setting up a warranty RMA the customer would have received a prepaid return labelDue to this not being done and the customer not sending the device certified with a tracking number we have no way to locate this deviceWe will not be replacing the device and consider this resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motrola.com The customers order shipped out yesterday, 8/14/via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrowWe consider this resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As you can see you had to re update the shipping date Motorola has serious problems with shipping logistics but I'm glad you finally shipped my order a little to late but I can always return it
We will not replace any device without a valid proof of purchase or receiptIf the customer can not provide one we will be unable to replace the device
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer is outside of our return time of days (days for California)We [redacted] not be refunding the customerIf the customer wishes they can complete trouble shooting on the device and if it is not successful we would be happy to replace the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola response is clearly flawed and lacks any merit!! If Motorola actually looked into the complaint and reference # I provided in my earlier message, they(Ashley) would have seen that 1)This would be the 3rd phone I would be getting in the last months!! CLEARLY this phone(Moto X 2nd Gen)is deeply defective2)So they(Motorola) want me to "troubleshoot" the device which I have done on numerous occasions(by the way both by myself and with Technicians from their Tier dept) then if the problem still persists, I should ask for a replacement of a phone that I already replaced twice??? That makes ZERO sense! Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com Our warranty states that at our sole discretion we [redacted] replacement with a reconditioned/refurbished device, replace with a new device or refund the consumerWe have replacements options available to replace the device, therefore, we would replace the device We [redacted] not refund the customer as the are outside of our return time Final Consumer Response / [redacted] (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I [redacted] switch to a more reliable/customer friendly and reputable phone company in earnestThank goodness consumers have a LOT of viable options [redacted] also make sure I notify as many people as possible to stay away from ANYTHING that has Motorola written on itBIG mistake on my part....never again
The customer's refund was processed on 12/in the amount of $We consider this resolved
The customer was provided with an X code to order a new device
Complaint: [redacted] I am rejecting this response because: If you say this is the correct device, then what color is it, you guys do switch and bait its clear you guys can switch anything in the warehouse and try to convince anyone to believe it, your company is lying to consumersI will make sure Verizon wireless is anywhere what you guys do to there members Sincerely, *** Hornick
Complaint: [redacted] I am rejecting this response because:I still have not received phone for manufacturer defect Sincerely, David ***
The customer has been in contact with our Universal Command CenterWe would be happy to replace the the device with a like for like model with a 25% discount on the out of warranty feeIf the customer does not wish to proceed we consider this resolved
We no longer manufacture or repair this deviceThe customer emailed us on 11/stating the belowThe customer states that the device was purchased a year and a half agoTherefore, the device is not covered under warranty Hi [redacted] its outside the one year warrantyI got it a year and a half agoI tried going to a cell phone place and they would not repair it because they only work with cell phonesI would like to send it in for repairsI will cover the costThanks We consider this resolved