Complaint: I am rejecting this response because: I spent an hour and eight minutes (after waiting nine minutes to connect, and starting my timer several minutes into the chat) attempting to resolve thisIn poorly written English, I was informed I would receive a phone call concerning my issue in 3-business days- the individual disconnected me without at any point getting my phone number, so I am doubtful that will occurPunukollu was the individual, and the chat is maintained if you would like a copyThey did not acknowledge my issue, and simply erased all my data on the rather than resolve the actual issue, you violating my rights and erasing my content from my device and replacing with another softwareI will not be "accepting" until this is resolved- last time I accepted a Revdex.com offer from you (Motorola), I was simply ignored and never contacted or engaged, so you "resolved" the issue and gained yourself a resolution point on Revdex.com, but did not honor your claimI will not make that mistake again Sincerely, Steven ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11666678, and find that this resolution is satisfactory to me Sincerely, Wayne [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We [redacted] be reaching out to the customer to resolve Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We would be happy to process a replacement for the customer, however the credit/debit card the customer is using to process a replacement is being declined by the financial institutionWe recommend that the bank contact their financial institution and once it is resolved on their end they may contact us back to process a new replacement RMA Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the bank and all is fine, they say that there was an issue in Sep when this was first tried but no attempts have been made sincePlease run this card or contact me to provide another card if you have any problemsI have tried to go through the number again but they refuse to help because they say the item is not in stockMy email is [redacted] @gmail.com if you would like to reach me that way, or call XXXXXXXXXX, but when I call the number, no one [redacted] help me so that is not an option Final Business Response / [redacted] (4000, 9, 2015/10/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We have contacted the customer and processed a new RMA
Hello Brandon, I reviewed the link that you provided and I apologize that you were informed that the device would be receiving the updateThe agent you spoke with will be provided the proper coaching to ensure this issue does not occur again in the futureI'm sorry if you feel that he intentionally mislead you but I can assure you that was not the caseWhile the information you were provided was in fact incorrect, I don't believe the agent intentionally mislead youIn the forums post you reference in the chat our forums manager does clearly state that your particular device will not be receiving the update Motorola guaranteed that your particular device would receive one updateThis was also clearly advertisedMotorola honored this guarantee as the device was released with Android KitKat and then was updated to Android LollipopMotorola never stated that the device would be receiving numerous updates and I apologize if there was any misunderstanding Again, I apologize that you are experiencing issues with the device and we would be happy to assist you with thisYou will need to speak with our technical support department to work on resolving these issuesIf the troubleshooting does not resolve the issues you are experiencing we can then discuss replacement optionsHowever, your device will be replaced with a certified like new like for like deviceYou will receive another 2nd Generation Moto X for VerizonNeither an upgrade nor a refund will be offered as we have replacement options availableMotorola's manufacturer warranty clearly states that the device will be replaced with a like for like modelThe warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ If you are not satisfied with this resolution you are welcome to seek any other remedies you deem necessaryHowever, this will be the only available optionIf you would like to work on troubleshooting the issues you are having with your device please feel free to contact our technical support at 800-734-If you have any other questions please feel free to contact me Kind Regards, Motorola Customer Care Executive Customer Relations Kristin
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11118035, and find that this resolution is satisfactory to me Sincerely, Allison [redacted]
Complaint: [redacted] I am rejecting this response because: it is unacceptablenew/replaced phones is rediculousThere is obviously an issue with the brandIf you look at forums, there are others having the same issues Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Saying were not helping despite noting that the device is defective and acknowledging I was told I was having a warranty. Sincerely, [redacted] Gust
Without a proof of purchase we will not replace the device as in warrantyIf the customer does not wish to process a replacement as out of warranty we consider this resolved
We would be happy to repair/replace the devicesHowever, all of our replacements are certified like newTherefore, the replacement devices will not be brand new
Complaint: [redacted] I am rejecting this response because: I have paid enough for a device that has been nothing but problemsEven though the $is only a hold I feel this is still unacceptable for something that should be workingThe refurbished devices I'm receiving isn't fixing the problem Sincerely, [redacted]
Before a customer unlocks the bootloader/roots a device they receive the message found at the below linkOur year manufacture warranty also states this voids the warrantyWe will not be replacing or repairing the customers device as it is out of warranty.https://motorola-global-portal.custhelp.com/app/standalone/bootloader/u...⇄
Complaint: [redacted] I am rejecting this response because: Sincerely, Nova [redacted]
Complaint: I am rejecting this response because: I spent an hour and eight minutes (after waiting nine minutes to connect, and starting my timer several minutes into the chat) attempting to resolve thisIn poorly written English, I was informed I would receive a phone call concerning my issue in 3-business days- the individual disconnected me without at any point getting my phone number, so I am doubtful that will occurPunukollu was the individual, and the chat is maintained if you would like a copyThey did not acknowledge my issue, and simply erased all my data on the rather than resolve the actual issue, you violating my rights and erasing my content from my device and replacing with another softwareI will not be "accepting" until this is resolved- last time I accepted a Revdex.com offer from you (Motorola), I was simply ignored and never contacted or engaged, so you "resolved" the issue and gained yourself a resolution point on Revdex.com, but did not honor your claimI will not make that mistake again Sincerely, Steven ***
We appreciate your business and loyaltyHowever, we have no control over the update
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11666678, and find that this resolution is satisfactory to me Sincerely, Wayne [redacted]
We will reach out to the customer
The customers replacement is shipping today via FedEx tracking number [redacted]
The customers replacement has shipped via [redacted] tracking number [redacted] and is expected to be delivered on 9/
The customer needs to speak with [redacted] There is nothing we can do about activationAll activation is handled by the carrier
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We [redacted] be reaching out to the customer to resolve Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We would be happy to process a replacement for the customer, however the credit/debit card the customer is using to process a replacement is being declined by the financial institutionWe recommend that the bank contact their financial institution and once it is resolved on their end they may contact us back to process a new replacement RMA Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the bank and all is fine, they say that there was an issue in Sep when this was first tried but no attempts have been made sincePlease run this card or contact me to provide another card if you have any problemsI have tried to go through the number again but they refuse to help because they say the item is not in stockMy email is [redacted] @gmail.com if you would like to reach me that way, or call XXXXXXXXXX, but when I call the number, no one [redacted] help me so that is not an option Final Business Response / [redacted] (4000, 9, 2015/10/06) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We have contacted the customer and processed a new RMA
Hello Brandon, I reviewed the link that you provided and I apologize that you were informed that the device would be receiving the updateThe agent you spoke with will be provided the proper coaching to ensure this issue does not occur again in the futureI'm sorry if you feel that he intentionally mislead you but I can assure you that was not the caseWhile the information you were provided was in fact incorrect, I don't believe the agent intentionally mislead youIn the forums post you reference in the chat our forums manager does clearly state that your particular device will not be receiving the update Motorola guaranteed that your particular device would receive one updateThis was also clearly advertisedMotorola honored this guarantee as the device was released with Android KitKat and then was updated to Android LollipopMotorola never stated that the device would be receiving numerous updates and I apologize if there was any misunderstanding Again, I apologize that you are experiencing issues with the device and we would be happy to assist you with thisYou will need to speak with our technical support department to work on resolving these issuesIf the troubleshooting does not resolve the issues you are experiencing we can then discuss replacement optionsHowever, your device will be replaced with a certified like new like for like deviceYou will receive another 2nd Generation Moto X for VerizonNeither an upgrade nor a refund will be offered as we have replacement options availableMotorola's manufacturer warranty clearly states that the device will be replaced with a like for like modelThe warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ If you are not satisfied with this resolution you are welcome to seek any other remedies you deem necessaryHowever, this will be the only available optionIf you would like to work on troubleshooting the issues you are having with your device please feel free to contact our technical support at 800-734-If you have any other questions please feel free to contact me Kind Regards, Motorola Customer Care Executive Customer Relations Kristin
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11118035, and find that this resolution is satisfactory to me Sincerely, Allison [redacted]
Complaint: [redacted] I am rejecting this response because: it is unacceptablenew/replaced phones is rediculousThere is obviously an issue with the brandIf you look at forums, there are others having the same issues Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Saying were not helping despite noting that the device is defective and acknowledging I was told I was having a warranty. Sincerely, [redacted] Gust
The accessory team will be reaching out to the customer to process a refund
Without a proof of purchase we will not replace the device as in warrantyIf the customer does not wish to process a replacement as out of warranty we consider this resolved
We would be happy to repair/replace the devicesHowever, all of our replacements are certified like newTherefore, the replacement devices will not be brand new
Complaint: [redacted] I am rejecting this response because: I have paid enough for a device that has been nothing but problemsEven though the $is only a hold I feel this is still unacceptable for something that should be workingThe refurbished devices I'm receiving isn't fixing the problem Sincerely, [redacted]
e will call or email youWe will complete the service and send a device ack to you
Before a customer unlocks the bootloader/roots a device they receive the message found at the below linkOur year manufacture warranty also states this voids the warrantyWe will not be replacing or repairing the customers device as it is out of warranty.https://motorola-global-portal.custhelp.com/app/standalone/bootloader/u...⇄