Complaint: [redacted] I am rejecting this response because:The repaired phone arrived, missing my Verizon sim card, which I'm having to pay $to replace, and more scratches around the edges than it left with This has been nothing but a disappointing experience from the second I filed the first claim Sincerely, [redacted]
We are unable to replace the customers deviceThe customer has been offered a refundIn order to continue with the refund we need a copy of the customers receipt/proof of purchase
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 They have offered to replace it with a different model headset Sincerely, [redacted]
The customer has been working with our Executive Customer Relations DepartmentA new device was sent to the customer via [redacted] tracking number [redacted] and is expected to be delivered today
We are unable to repair the customers device and will be sending a replacementThe replacement will ship out either today or tomorrowWhen it ships out the customer will receive a shipping confirmation email
This customer was sent an email on 12/1/letting them know that a manual check would take a minimum of 4-weeksCustomer was given the option of processing a manual check or processing an EFT transfer and was informed that the EFT transfer is a much faster processThis customer chose to process the manual check and this check request was started on 12/7/Again, as stated to the customer this process does take a minimum of 4-weeksOnce the check has been sent we will reach out to the customer to let them know the check has been sent
The damage to the screen protector is not warrantedIt is considered physical damagePhysical damage is not covered under our warrantyAlso the receipt the customer sent us is a copy of their bank statement showing they were charged by US [redacted] This does not tell us what the customer purchased and also does not prove that this a Motorola productWe are not in the position to replace the screen protector and consider this resolved
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 meThey made a one-time exception and replaced the phone Sincerely, [redacted] ***
We apologize the customer received their device back and were unable to turn it onA new RMA for repair and return was created yesterday, 4/so they customer may send the device in for repairThe customer was provided with a prepaid [redacted] label to send the device in, tracking number [redacted] Once we receive the device it will be evaluated and if it can be repaired it will be repaired and returned to the customerIf it is unable to be repaired the customer will be informed and a replacement will ship outOnce the device is repaired or replaced it will be shipped out with [redacted] 2nd day shippingWe do not send packages overnight or next day airWe apologize for any inconvenience this has caused
The customer was informed that the device they would be receiving was a Moto X rather than a Moto GWe will not be replacing the device as the customer is outside of our year manufacture warranty and the device has physical damageWe consider this resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11124961, and find that this resolution is mostly satisfactory to meHowever, it would not have cost Motorola very much to have said, "Sorry", and that they regretted the scrand would strive to do better in the future on customer service Sincerely, Sheila [redacted]
The technicians did determine this is liquid damageLiquid damage is not covered under the year manufactures warrantyTherefore, we will not be repairing or replacing the device and consider this resolvedBelow is a link to our warrantyhttps://help.motorola.com/hc/apps/settings/legal/global/en-us/index.html...⇄ [redacted]
If a device is replaced/repair under warranty, the warranty does not start over The warranty would continue from the original purchase date of the original device or days after the device is replaced/repairedThe customer purchased their original device in January 2015, therefore, they are outside of the year manufacture warrantyWe would be happy to replace/repair the deviceHowever, because the customer is out of warranty they would need to pay the out of warranty feeIf the customer does not wish to proceed we consider this resolved
Complaint: [redacted] I am rejecting this response because:I just responded to the case My apologies as it was stuck in my spam folder I will accept the response when we resolve the issue Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The business still refuses to repair or replace the phone at no additional charge as stipulated to in the warranty, even though I am well within the warranty time period and manufacturer's defects are covered by the warranty See previous messages for details.Sincerely, [redacted] ***
The customer's device has cosmetic damage which is not covered under our year manufacture warrantyWe would be happy to replace the deviceHowever, the customer will have to pay the physical damage fee in order to receive a replacementIf the customer does not wish to proceed we consider this resolved
The customers replacement is shipping via [redacted] tracking number [redacted]
Complaint: [redacted] I am rejecting this response because:The repaired phone arrived, missing my Verizon sim card, which I'm having to pay $to replace, and more scratches around the edges than it left with This has been nothing but a disappointing experience from the second I filed the first claim Sincerely, [redacted]
We are unable to replace the customers deviceThe customer has been offered a refundIn order to continue with the refund we need a copy of the customers receipt/proof of purchase
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 They have offered to replace it with a different model headset Sincerely, [redacted]
The customer has been working with our Executive Customer Relations DepartmentA new device was sent to the customer via [redacted] tracking number [redacted] and is expected to be delivered today
We are unable to repair the customers device and will be sending a replacementThe replacement will ship out either today or tomorrowWhen it ships out the customer will receive a shipping confirmation email
This customer was sent an email on 12/1/letting them know that a manual check would take a minimum of 4-weeksCustomer was given the option of processing a manual check or processing an EFT transfer and was informed that the EFT transfer is a much faster processThis customer chose to process the manual check and this check request was started on 12/7/Again, as stated to the customer this process does take a minimum of 4-weeksOnce the check has been sent we will reach out to the customer to let them know the check has been sent
The customer was contacted by our Baby Monitor support and they have resolved this
The damage to the screen protector is not warrantedIt is considered physical damagePhysical damage is not covered under our warrantyAlso the receipt the customer sent us is a copy of their bank statement showing they were charged by US [redacted] This does not tell us what the customer purchased and also does not prove that this a Motorola productWe are not in the position to replace the screen protector and consider this resolved
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 meThey made a one-time exception and replaced the phone Sincerely, [redacted] ***
We apologize the customer received their device back and were unable to turn it onA new RMA for repair and return was created yesterday, 4/so they customer may send the device in for repairThe customer was provided with a prepaid [redacted] label to send the device in, tracking number [redacted] Once we receive the device it will be evaluated and if it can be repaired it will be repaired and returned to the customerIf it is unable to be repaired the customer will be informed and a replacement will ship outOnce the device is repaired or replaced it will be shipped out with [redacted] 2nd day shippingWe do not send packages overnight or next day airWe apologize for any inconvenience this has caused
The customer was informed that the device they would be receiving was a Moto X rather than a Moto GWe will not be replacing the device as the customer is outside of our year manufacture warranty and the device has physical damageWe consider this resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11124961, and find that this resolution is mostly satisfactory to meHowever, it would not have cost Motorola very much to have said, "Sorry", and that they regretted the scrand would strive to do better in the future on customer service Sincerely, Sheila [redacted]
The technicians did determine this is liquid damageLiquid damage is not covered under the year manufactures warrantyTherefore, we will not be repairing or replacing the device and consider this resolvedBelow is a link to our warrantyhttps://help.motorola.com/hc/apps/settings/legal/global/en-us/index.html...⇄ [redacted]
The customers replacement is scheduled to ship via [redacted] tracking number [redacted] ***It is estimated to be delivered on Monday, 3/
If a device is replaced/repair under warranty, the warranty does not start over The warranty would continue from the original purchase date of the original device or days after the device is replaced/repairedThe customer purchased their original device in January 2015, therefore, they are outside of the year manufacture warrantyWe would be happy to replace/repair the deviceHowever, because the customer is out of warranty they would need to pay the out of warranty feeIf the customer does not wish to proceed we consider this resolved
The customers replacement is shipping today via ***. The customers tracking number is [redacted] .
Complaint: [redacted] I am rejecting this response because:I just responded to the case My apologies as it was stuck in my spam folder I will accept the response when we resolve the issue Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The business still refuses to repair or replace the phone at no additional charge as stipulated to in the warranty, even though I am well within the warranty time period and manufacturer's defects are covered by the warranty See previous messages for details.Sincerely, [redacted] ***
The customer's device has cosmetic damage which is not covered under our year manufacture warrantyWe would be happy to replace the deviceHowever, the customer will have to pay the physical damage fee in order to receive a replacementIf the customer does not wish to proceed we consider this resolved