In the past we received a charge back from this customerDue to receiving this charge back we will not do any future business with the customerTherefore, we will be unable to process a replacement for this customer's device We consider this resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint SO CALL ME TONIGHT SO WE CAN TROUBLESHOOTIT SHOULD NOT TAKE [redacted] DAYS Regards,
Revdex.com: This letter is to inform you that Motorola Repair Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/23/and assigned ID [redacted] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Thursday, November 12, 7:PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] the balance due must be no less than tomorrow November 12, Regards,
I had one of my x Ton Geothermal system go out in my home and I called Davis Air Conditioning out to give me an estimate for a replacement and flush my Geothermal water lines MrScott McMurran came to my home and wrote up a very detailed and thorough estimate that turned out to be approximately thousand dollars cheaper than the company I typically do business with dealing with my Geothermal Units Checking on line I also noted that Davis Air Conditioning has three people certified by the International Ground Source Heat Pump Association (IGSHPA) Even though Davis AC said it might take days to complete the install they completed it in day They flushed my water lines and installed a new thermostat specified by me so it was consistent with the others in my home because I control them from my smart phone Davis AC took care of ensuring the paperwork was completed in order for me to $Carrier rebate and they even filled out all the paperwork to initiate Cotton Electric's $rebate It's been just shy of a month and the system has been working perfectly with no glitches I've dealt with several businesses in the Lawton and Duncan community for several years trying to find somebody who understands the concepts behind residential Geothermal units and now I feel confident that Davis AC is itAs long as they keep those technicians accredited through IGSHPA!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The company is now saying that they replace like for like, however this was not mentioned when I first started the process with themI do still have the chat transcripts which indicate my repair request, and there is no mention of a like for like policyIn addition, the company charged me $100+ shipping, in order to repair/replace my unusable deviseAlso, in reading the companies response to my complaint, they now indicate that no replacement is to be made, whereas up until this point their position was to replace the devise when it was again in stockThis proves my point that the company never have any intention to replace my phone, only to drag the process along for as long as possible So again I am requesting that my devise be replaced as promised, or reimburse me for the $100+ shipping and for all of my time that they have intentionally wasted, knowing that they were not going to honor our agreement
Regards,
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint From: *** ** *** *** *** Sent: Tuesday, November 10, 10:PMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***
I am requesting Motorola to give me back my hold money of dollars credit to my bank account and at least give me some credibility and send me a case for my nexus as well and a new charger tooand to look very deep into my case and be honest at least with me that they knew that nexus has been having issues with black dead screen , restart in default , meaning phone died on you and automatically restart it as default set that means all your hard work is gone , my case was exactly with my nexus ever since I got it in April it did not matter complaints , troubleshooting and it did not work until chrome direct my phone call on October and I don't believe I am not responsible for what had happen to my nexus and I am not responsible when someone stole my nexus at my school and I am not responsible nexus have manufacturer issuesI am not responsible that nexus never work welli was lucky that I did found it but unlucky for whom ever stolen because they though it was a great opportunity but even google could not trace my nexus it was totally out of their system it was broken it did not respond for days so when it was stolen it did not worth at all that is why I found it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Motorola has provided an offer code enabling me to place an online order
for a Moto X Gen phone at no cost to meThey have also provided a FedEx shipping label and indicated I am able to keep my current phone and ship it back once the new one arrivesAssuming the ordering process goes smoothly and I receive the phone in the estimated days, I'm pleased with this solution
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Motorola keeps replying to this message so that they do not have a unresolved claimUntil they do what they stated they would do in the emails that they sent to me and I provided on here, I will never consider that this case was closed satisfactorilyIt shows how far a company will go to mislead the consumer, that they continue to reply, when they could just resolve the case or not respond
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Motorola Repair Center
did not reach out, and has NEVER independently reached out through this entire processI have since attempted to have the company send a third replacement only to have one representative fail to complete placing the order, and a second place the order as a regular exchange as opposed to advanced exchangeThe repair escalation team representative I spoke to today was very argumentative and I am still without a working phone
Regards,
We have a system where we can look at the customer's device whether it is in our possession or not to view devices overheatingWe understand that there are other things happening with the phone other than the cracked screen, however this is not something that is covered under the year manufacturer's warrantyWe would be happy to replace the customer's deviceIn order to do so there would be a fee of $plus tax for the cracked screenWe have replacement options available.
Advanced Exchange: We send the replacement device out firstWe would ask for a credit/debit card and would place an authorization/freeze on the customer's account for $plus tax and charge the customer a $Premium Fee as this is a premium service and we would be replacing the customer's device firstThe $plus tax fee would also be included in this for the cracked screen.
Return and Exchange: The customer would send their device into usOnce we receive it a replacement would ship out within 5-business daysWe would ask the customer for a credit/debit card to charged the $plus tax for the cracked screen.
I am a supervisor in the Executive Customer Relations Departments and handle all Revdex.com complaintsThese are the options available, if the customer does not wish to take advantage of them we consider this resolved.
Ashley [email protected]
We understand that the customer should not have been chargedHowever, because the customer processed a charge back we can no longer process credit card transactions for the customer.
The customers replacement is in the process of shipping and we should have a tracking number anytimeOnce it ships the customer will receive an email with the tracking number
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I think I'm responding to the
initial email from the Revdex.com to acknowledge receipt it. Please proceed with the complaint as originally stated. I have not received correspondance from the Company as of receipt this email
Regards,** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I am resolving this case despite not being satisfied with Motorola's poor customer service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The phone sent to me is broken and I am being asked to place a $hold on my credit card to have them send me a new one, or return the phone and wait for them to send me another, which in my experience can take almost weeksNeither solution is acceptable to me as a consumer
Regards,
Our warranty states the below and can be found at: ***
What Will *** Do?
If a covered defect or damage arises and a valid warranty claim is received within the applicable Warranty
Period, ***, at its sole option, unless otherwise required by applicable law, will either (1) repair, at no
charge, the defect or damage using new, used or reconditioned/refurbished functionally equivalent replacement
parts; or (2) exchange the Product with a replacement Product that is new or which has been
reconditioned/refurbished or otherwise remanufactured from new or used parts and is functionally equivalent to
the original Product; or (3) refund the purchase price of any Products covered by the terms and conditions of
this Limited Warranty
Products, parts and supporting documentation provided to *** as part of the warranty process, shall
become the property of ***, and may not be returnedWhen a replacement or refund is given, the Product
for which the replacement or refund is provided must be returned to *** and shall become the property of
***.
The customer was sent a like for like replacement device that was delivered on 10/8/The customer is currently in possession of this device, the *** ** *** *** ** *** *** *** ** * *** *** *** * *** *** as was his original order he placed with us on 1/27/2014, order number ***The customer was charged for the replacement device because his year warranty was no longer valid and had expired on 1/27/2015.
We will not be upgrading or sending the customer a non Verizon device and consider this resolved.
***
***
The customer has processed replacement RMA's with usThe customer was told they would be upgraded to a *** *** *** * *** *** which is GSM unlockedThe customer's device that we are replacing is a *** *** *** *** *** * *** ** * *** *** All of our
replacements are processed like for like, meaning if we have stock of the customer's original device to replace with we will replace with the same device/modelThe customer was sent a like for like replacementWe will not be providing the customer with a GSM unlocked device as this is not a like for like device and is out of stockWe apologize for any misinformation the customer was provided with and will be following up with the people that provided this informationWe consider this resolved.
***
***
In the past we received a charge back from this customerDue to receiving this charge back we will not do any future business with the customerTherefore, we will be unable to process a replacement for this customer's device We consider this resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint SO CALL ME TONIGHT SO WE CAN TROUBLESHOOTIT SHOULD NOT TAKE [redacted] DAYS Regards,
We have spoken with the customer and his refund is being processed We will contact the customer again as soon as it is complete
Revdex.com: This letter is to inform you that Motorola Repair Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/23/and assigned ID [redacted] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Thursday, November 12, 7:PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] the balance due must be no less than tomorrow November 12, Regards,
I had one of my x Ton Geothermal system go out in my home and I called Davis Air Conditioning out to give me an estimate for a replacement and flush my Geothermal water lines MrScott McMurran came to my home and wrote up a very detailed and thorough estimate that turned out to be approximately thousand dollars cheaper than the company I typically do business with dealing with my Geothermal Units Checking on line I also noted that Davis Air Conditioning has three people certified by the International Ground Source Heat Pump Association (IGSHPA) Even though Davis AC said it might take days to complete the install they completed it in day They flushed my water lines and installed a new thermostat specified by me so it was consistent with the others in my home because I control them from my smart phone Davis AC took care of ensuring the paperwork was completed in order for me to $Carrier rebate and they even filled out all the paperwork to initiate Cotton Electric's $rebate It's been just shy of a month and the system has been working perfectly with no glitches I've dealt with several businesses in the Lawton and Duncan community for several years trying to find somebody who understands the concepts behind residential Geothermal units and now I feel confident that Davis AC is itAs long as they keep those technicians accredited through IGSHPA!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The company is now saying that they replace like for like, however this was not mentioned when I first started the process with themI do still have the chat transcripts which indicate my repair request, and there is no mention of a like for like policyIn addition, the company charged me $100+ shipping, in order to repair/replace my unusable deviseAlso, in reading the companies response to my complaint, they now indicate that no replacement is to be made, whereas up until this point their position was to replace the devise when it was again in stockThis proves my point that the company never have any intention to replace my phone, only to drag the process along for as long as possible So again I am requesting that my devise be replaced as promised, or reimburse me for the $100+ shipping and for all of my time that they have intentionally wasted, knowing that they were not going to honor our agreement
Regards,
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint From: *** ** *** *** *** Sent: Tuesday, November 10, 10:PMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***
I am requesting Motorola to give me back my hold money of dollars credit to my bank account and at least give me some credibility and send me a case for my nexus as well and a new charger tooand to look very deep into my case and be honest at least with me that they knew that nexus has been having issues with black dead screen , restart in default , meaning phone died on you and automatically restart it as default set that means all your hard work is gone , my case was exactly with my nexus ever since I got it in April it did not matter complaints , troubleshooting and it did not work until chrome direct my phone call on October and I don't believe I am not responsible for what had happen to my nexus and I am not responsible when someone stole my nexus at my school and I am not responsible nexus have manufacturer issuesI am not responsible that nexus never work welli was lucky that I did found it but unlucky for whom ever stolen because they though it was a great opportunity but even google could not trace my nexus it was totally out of their system it was broken it did not respond for days so when it was stolen it did not worth at all that is why I found it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Motorola has provided an offer code enabling me to place an online order
for a Moto X Gen phone at no cost to meThey have also provided a FedEx shipping label and indicated I am able to keep my current phone and ship it back once the new one arrivesAssuming the ordering process goes smoothly and I receive the phone in the estimated days, I'm pleased with this solution
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Motorola keeps replying to this message so that they do not have a unresolved claimUntil they do what they stated they would do in the emails that they sent to me and I provided on here, I will never consider that this case was closed satisfactorilyIt shows how far a company will go to mislead the consumer, that they continue to reply, when they could just resolve the case or not respond
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Motorola Repair Center
did not reach out, and has NEVER independently reached out through this entire processI have since attempted to have the company send a third replacement only to have one representative fail to complete placing the order, and a second place the order as a regular exchange as opposed to advanced exchangeThe repair escalation team representative I spoke to today was very argumentative and I am still without a working phone
Regards,
We have a system where we can look at the customer's device whether it is in our possession or not to view devices overheatingWe understand that there are other things happening with the phone other than the cracked screen, however this is not something that is covered under the year manufacturer's warrantyWe would be happy to replace the customer's deviceIn order to do so there would be a fee of $plus tax for the cracked screenWe have replacement options available.
Advanced Exchange: We send the replacement device out firstWe would ask for a credit/debit card and would place an authorization/freeze on the customer's account for $plus tax and charge the customer a $Premium Fee as this is a premium service and we would be replacing the customer's device firstThe $plus tax fee would also be included in this for the cracked screen.
Return and Exchange: The customer would send their device into usOnce we receive it a replacement would ship out within 5-business daysWe would ask the customer for a credit/debit card to charged the $plus tax for the cracked screen.
I am a supervisor in the Executive Customer Relations Departments and handle all Revdex.com complaintsThese are the options available, if the customer does not wish to take advantage of them we consider this resolved.
Ashley
[email protected]
We understand that the customer should not have been chargedHowever, because the customer processed a charge back we can no longer process credit card transactions for the customer.
The customers replacement is in the process of shipping and we should have a tracking number anytimeOnce it ships the customer will receive an email with the tracking number
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I think I'm responding to the
initial email from the Revdex.com to acknowledge receipt it. Please proceed with the complaint as originally stated. I have not received correspondance from the Company as of receipt this email
Regards,** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I am resolving this case despite not being satisfied with Motorola's poor customer service
We will be reaching out to the customer to resolve
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The phone sent to me is broken and I am being asked to place a $hold on my credit card to have them send me a new one, or return the phone and wait for them to send me another, which in my experience can take almost weeksNeither solution is acceptable to me as a consumer
Regards,
I will reach out to the customer to provide options available after all applicable troubleshooting is done
Our warranty states the below and can be found at: ***
What Will *** Do?
If a covered defect or damage arises and a valid warranty claim is received within the applicable Warranty
Period, ***, at its sole option, unless otherwise required by applicable law, will either (1) repair, at no
charge, the defect or damage using new, used or reconditioned/refurbished functionally equivalent replacement
parts; or (2) exchange the Product with a replacement Product that is new or which has been
reconditioned/refurbished or otherwise remanufactured from new or used parts and is functionally equivalent to
the original Product; or (3) refund the purchase price of any Products covered by the terms and conditions of
this Limited Warranty
Products, parts and supporting documentation provided to *** as part of the warranty process, shall
become the property of ***, and may not be returnedWhen a replacement or refund is given, the Product
for which the replacement or refund is provided must be returned to *** and shall become the property of
***.
The customer was sent a like for like replacement device that was delivered on 10/8/The customer is currently in possession of this device, the *** ** *** *** ** *** *** *** ** * *** *** *** * *** *** as was his original order he placed with us on 1/27/2014, order number ***The customer was charged for the replacement device because his year warranty was no longer valid and had expired on 1/27/2015.
We will not be upgrading or sending the customer a non Verizon device and consider this resolved.
***
***
The customer has processed replacement RMA's with usThe customer was told they would be upgraded to a *** *** *** * *** *** which is GSM unlockedThe customer's device that we are replacing is a *** *** *** *** *** * *** ** * *** *** All of our
replacements are processed like for like, meaning if we have stock of the customer's original device to replace with we will replace with the same device/modelThe customer was sent a like for like replacementWe will not be providing the customer with a GSM unlocked device as this is not a like for like device and is out of stockWe apologize for any misinformation the customer was provided with and will be following up with the people that provided this informationWe consider this resolved.
***
***