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Motorola customer support

This is my experience with Motorola customer support.
My wife bought a Moto X 2014 in Dec. Around the end of January here charger stopped working correctly and would not charge the phone. I figured out it was the charger b/c her phone would charge perfectly fine on my OnePlus One charger.
I first got in contact with Motorola on February 5th. I explained the situation and they guy was very nice and got my shipping address and said it will take 3 to 5 days.
Two weeks later still no charger. So I called back. Gave the lady the reference number the guy had gave me. She could not find anywhere in their system that a charger was even going to be sent out. She apologized and what not. After several holds later she said I would have to be escalated to a higher department and was put on hold again. She then came back and said the department was closed and they would call me in 24 to 36 hours.
I waited 4 business days and never got a call back. I then called again. This time I asked for a supervisor. She was also very apologetic and assured me like all the other reps I had talked to that Motorola strives for excellent customer support. She read me my address in the account to confirm everything and the address was way wrong. I had spelt it out to the previous reps and they had still managed to screw it up. We'll I spelt it out again for her and at the end of the call she said she would have to call me back after she had talked to the shipping department or something. She said it would be 30min.
At the 2 hour mark I decided to call back. For those keeping track this is my 4th call. This time a supervisor wasn't present to talk to me so they connected me with an administrator. She assured me that the problem would be taken care of. I don't remember the exact details of that call.
Later that night I get a call back from Motorola saying for my trouble they were going to send out a Turbo Charger and also because they don't have any of the regular charges in Stock. I found it a bit weird that they don't have any regular chargers in Stock, but whatever at this point.
Well today I got an email with a tracking number for the charger. But guess what. They still have my address incorrect so in the morning I have to contact FedEx to see what can be done. How in the world do they still have my address incorrect. It boggles my mind.
Long story short. We will never purchase another Motorola product again, and I hope we never have a problem with the actual phone.
I also know that this may seem a bit silly fussing over a charger when I can buy a third party charger cheap from Amazon, but that charger was part of the price of the phone. Not to mention later on if something were to happen to the battery in the phone I don't want Motorola saying that because I used a third party charger that they won't honor the warranty.

BluGuy said:
This is my experience with Motorola customer support. .
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Your post is really hard to read b/c of the lack of paragraph breaks so I stopped reading it. But I will say this, with Motorola if the Indian reps are not giving you good customer service, you need to ask to be transferred to a rep in the US. The US reps are much better at solving problems. The Indian reps don't know what they are talking about more than 1/2 of the time.

JulesJam said:
Your post is really hard to read b/c of the lack of paragraph breaks so I stopped reading it. But I will say this, with Motorola if the Indian reps are not giving you good customer service, you need to ask to be transferred to a rep in the US. The US reps are much better at solving problems. The Indian reps don't know what they are talking about more than 1/2 of the time.
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Fixed it a bit. Hopefully little easier to read.
Good to know that I can ask to talk to reps in the US. Already contacted FedEx and they will hold it at the nearest location for me. Unfortunately that is 30min from where I live.

BluGuy said:
Gave the lady the reference number the guy had gave me. She could not find anywhere in their system that a charger was even going to be sent out. She apologized and what not. After several holds later she said I would have to be escalated to a higher department and was put on hold again. She then came back and said the department was closed and they would call me in 24 to 36 hours.
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This is the US call center she was trying to get you to. They are only open M-F until 10pm central time and I am not sure about the weekend hours.
BluGuy said:
Later that night I get a call back from Motorola saying for my trouble they were going to send out a Turbo Charger and also because they don't have any of the regular charges in Stock. I found it a bit weird that they don't have any regular chargers in Stock, but whatever at this point.
Well today I got an email with a tracking number for the charger. But guess what. They still have my address incorrect so in the morning I have to contact FedEx to see what can be done. How in the world do they still have my address incorrect. It boggles my mind.
Long story short. We will never purchase another Motorola product again, and I hope we never have a problem with the actual phone.
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Honestly, after only 4 calls you got a $35 turbo charger for free. If it were me, I would be happy and feel like that was good customer service as I have experienced far worse customer service and never gotten anything for free from Samsung.
The turbo chargers are great!!!

JulesJam said:
Honestly, after only 4 calls you got a $35 turbo charger for free. If it were me, I would be happy and feel like that was good customer service as I have experienced far worse customer service and never gotten anything for free from Samsung.
The turbo chargers are great!!!
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I agree with this. I've had far worse experiences with other manufacturers, and some displeasing ones with Moto as well. I've never received anything for free or even an apology for simple processes like moving my Extended Protection from one device to another when I needed a warranty replacement taking a week and 3 calls. After the third call I got the email with the new PDF in minutes.

Your lucky, I am getting my phone replaced by Motorola but I have moved house in between buying the phone and now and they can not send the new phone to my new address.
I have gave them until the end of today to sort it out and if not then I'm off to the small claims court here in the UK

JulesJam said:
This is the US call center she was trying to get you to. They are only open M-F until 10pm central time and I am not sure about the weekend hours.
Honestly, after only 4 calls you got a $35 turbo charger for free. If it were me, I would be happy and feel like that was good customer service as I have experienced far worse customer service and never gotten anything for free from Samsung.
The turbo chargers are great!!!
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It wasn't the US call center. It was around 7pm central time when she claimed the department was closed. I honestly think she said that just to get me off the phone.
And as I said, even though they said originally that I was getting the turbo charger b/c of the trouble I was having. It was really b/c they couldn't send me a regular charger.

JulesJam said:
This is the US call center she was trying to get you to. They are only open M-F until 10pm central time and I am not sure about the weekend hours.
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i believe they recently cut the hours. the website still shows 10pm. however, yesterday i tried to call the 800-734-5870 number around 6pm central time, but only reached a recording that stated that they are available 9am-5pm eastern time now.

Its funny how some people are so calm and make it sound like someone should be grateful because a company gave a comp!
When I am sure he just wanted a charger that works.
What some of you are minimizing is Motorola's customer support is the worst!
Broken English reps in Manilla trying to fix issues and provide customer support?
They take forever, plastic empathy, and never take customer support to the next level.
Mediocre at best.
For those that remember Motorola marketed the 1st gen Moto X on US built! But then ship the customer support out of country?
So for those acting so calm and non concerned just hoping your next call to customer support is better!
45 min and 7 reps and still don't have issues resolved!

T&C said:
Its funny how some people are so calm and make it sound like someone should be grateful because a company gave a comp!
When I am sure he just wanted a charger that works.
What some of you are minimizing is Motorola's customer support is the worst!
Broken English reps in Manilla trying to fix issues and provide customer support?
They take forever, plastic empathy, and never take customer support to the next level.
Mediocre at best.
For those that remember Motorola marketed the 1st gen Moto X on US built! But then ship the customer support out of country?
So for those acting so calm and non concerned just hoping your next call to customer support is better!
45 min and 7 reps and still don't have issues resolved!
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i'm sad about all the outsourcing as well. i bought my moto because it was the only phone assembled in the USA, then they quit and i got a box labeled china.
i feel his pain. i'm still waiting on my $546 refund. this is for a deposit on a broken phone i sent in for replacement in december. i got fed up with calling and got the money back by filing a dispute with my credit card company instead. had my money back in 5 minutes, then i gave up calling motocare. but 3 months now for a refund? i did finally get an email from them a few days ago. indicates they are 3 weeks behind and seem genuinely apologetic...but it's been three months. i run a business. delays and excuses would leave me broke in a hurry.
being a glutton for punishment, i sent my replacement phone in for a warranty replacement yesterday. i've never dropped or spilled on it, but the power button is sticking. every time i want to end a call or turn off the screen, the button sticks and the phone shuts off. i currently have no phone until they ship mine back. no more "Advanced Replacement" headaches for me thanks. i'd prefer to go without a phone than deal with that again. no more calling for support either. i used the website, printed a label, stuck a note to the phone, and shipped it off.
shame about the charger. i have four of them sitting here now collecting dust. every time i send a phone back, they send me one with a new charger and cord. maybe that's why they're out of them?

BluGuy said:
Long story short. We will never purchase another Motorola product again, and I hope we never have a problem with the actual phone.
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i honestly believe it has more to do with Lenovo owning them. hopefully it gets sorted out. i like motorola. the call centers suck. sears is the same way. they bounced me around from department to department and then lost all record of contact with me allowing the refund time period to be exceeded and basically told me to F off. I walked into Sears so mad i was shaking, not sure why i was there, and knowing i would only be leaving with $300 or in hand cuffs. the people in the store were great and basically gave me my money just because they knew how useless their overseas call centers were.
if you PM me your address, i'll send you one of my Moto X chargers. i think i have four now. one black and three white. I broke two screens and both replacement phones came with the factory dual USB chargers, cord, sim tool, book, box, etc. i have two white ones, new and never used. if you're in the USA, i'll send one out tomorrow. i'll even pay shipping. the post office is across the street from me so it's no inconvenience. LMK

rob342 said:
i honestly believe it has more to do with Lenovo owning them. hopefully it gets sorted out. i like motorola. the call centers suck. sears is the same way. they bounced me around from department to department and then lost all record of contact with me allowing the refund time period to be exceeded and basically told me to F off. I walked into Sears so mad i was shaking, not sure why i was there, and knowing i would only be leaving with $300 or in hand cuffs. the people in the store were great and basically gave me my money just because they knew how useless their overseas call centers were.
if you PM me your address, i'll send you one of my Moto X chargers. i think i have four now. one black and three white. I broke two screens and both replacement phones came with the factory dual USB chargers, cord, sim tool, book, box, etc. i have two white ones, new and never used. if you're in the USA, i'll send one out tomorrow. i'll even pay shipping. the post office is across the street from me so it's no inconvenience. LMK
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Thanks for the offer, but I was able to have FedEx hold the package before it was sent to the wrong address, and we now have the turbo charger.
And for those who said I was getting a free charger. I had to drive 68 miles round trip to the nearest FedEx location to get it because they couldn't get my address correct even with me literally spelling it out for them. That's time and gas I had to spend.
Almost forgot, because of the address being wrong that was another call they forced me to make. I had to call FedEx support which was also out of India. They too gave me incorrect information saying that the FedEx location would hold the package for up to 5 days. The lady from the FedEx location that called this morning informed me they would only hold it till Friday, but she made it sound like I really needed to get it today.

BluGuy said:
And as I said, even though they said originally that I was getting the turbo charger b/c of the trouble I was having. It was really b/c they couldn't send me a regular charger.
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Again, that is great customer service when the part you want is not available and they upgrade you.
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T&C said:
Its funny how some people are so calm and make it sound like someone should be grateful because a company gave a comp!
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After only 4 calls, OP was upgraded. That is pretty good customer service compared to what I have received from many companies.
T&C said:
When I am sure he just wanted a charger that works.
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Ideally, he should have received the warranty replacement with only 1 call. He had to call 3 additional times and to comp him for his time, he was given an upgraded charger that works. I wish all companies had such great customer service.
T&C said:
Broken English reps in Manilla trying to fix issues and provide customer support?
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Um, do you even know where Manilla is? It is in the Phillipines. The reps we are speaking with when we call Motorola are clearly in India.
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rob342 said:
every time i send a phone back, they send me one with a new charger and cord.
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More great customer service.
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rob342 said:
i honestly believe it has more to do with Lenovo owning them.
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People *****ed and moaned over the Motorola customer service when Google owned them, too. Go to the Samsung, HTC, LG, etc. forums and you will find people *****ing and moaning about their customer service, too.
People just like to ***** and moan about their first world problems. Oh poor me, I had to make 4 phone calls about my broken charger and all I got for it was a working charger that is superior to the one I had. These chargers are mass produced in china and cost $10 on ebay if that. For crying out loud, buy another one and don't be so cheap if your time is so valuable to you. I spend more than $10 on lunch most days.

JulesJam said:
Again, that is great customer service when the part you want is not available and they upgrade you.
---------- Post added at 05:08 PM ---------- Previous post was at 05:04 PM ----------
After only 4 calls, OP was upgraded. That is pretty good customer service compared to what I have received from many companies.
Ideally, he should have received the warranty replacement with only 1 call. He had to call 3 additional times and to comp him for his time, he was given an upgraded charger that works. I wish all companies had such great customer service.
Um, do you even know where Manilla is? It is in the Phillipines. The reps we are speaking with when we call Motorola are clearly in India.
---------- Post added at 05:11 PM ---------- Previous post was at 05:08 PM ----------
More great customer service.
---------- Post added at 05:13 PM ---------- Previous post was at 05:11 PM ----------
People *****ed and moaned over the Motorola customer service when Google owned them, too. Go to the Samsung, HTC, LG, etc. forums and you will find people *****ing and moaning about their customer service, too.
People just like to ***** and moan about their first world problems. Oh poor me, I had to make 4 phone calls about my broken charger and all I got for it was a working charger that is superior to the one I had. These chargers are mass produced in china and cost $10 on ebay if that. For crying out loud, buy another one and don't be so cheap if your time is so valuable to you. I spend more than $10 on lunch most days.
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You obviously have a very different view of what good customer service is from most people. I really didn't even want the Turbo Charger because I'm still not totally convinced that it won't degrade the battery faster. At this point my wife doesn't even care and is just going to use it. I even told the reps that I would even buy a new charger if I could have. Motorola however does not sell their standard charger.
Oh and by the way. I wasn't compensated for my time. That was only what they said at first. Then when I started questioning about the standard charger it came out that they couldn't send me one b/c they didn't have any. To me the fact you can't buy a standard charger on the site, plus what they were telling me leads me to believe you can only get a standard charger when it's bundled with the phone. They don't have a way of processing it by itself and it doesn't have a retail packaging containing the necessary paper work since it only ships with the phone.
As for buying a charger on eBay, I wanted to make sure that I was getting the same charger that came with the phone so that they couldn't say later if there was a problem with the battery that b/c I used a different charger they wouldn't honor the warranty.
Speaking of warranties, the way you talk why even have them. The charger that came with the phone is under the same warranty. Are you saying that I shouldn't use my warranty? One call to the warranty department is all it should have took, not four calls with the first two being nothing but lies since nothing was actually put into the computers those times. Warranties are there to protect customers from buying factory defective units.

BluGuy said:
I even told the reps that I would even buy a new charger if I could have. Motorola however does not sell their standard charger.
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Here you go:
http://www.ebay.com/itm/Moto-X-Dual...067?pt=LH_DefaultDomain_0&hash=item1e9534d75b
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BluGuy said:
As for buying a charger on eBay, I wanted to make sure that I was getting the same charger that came with the phone so that they couldn't say later if there was a problem with the battery that b/c I used a different charger they wouldn't honor the warranty.
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It is a no questions asked warranty service unless the phone has physical damage due to a drop or water immersion. I have never heard of Motorola saying they wouldn't replace a battery before. Don't be so paranoid.
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BluGuy said:
Speaking of warranties, the way you talk why even have them. The charger that came with the phone is under the same warranty.
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If it were the phone that broke, it would be worth it to me as the phone is hundreds of dollars to replace. The OEM charger is $8 on ebay. I spend more than that on lunch most days, actually probably every day.
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BluGuy said:
Are you saying that I shouldn't use my warranty?
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What I am saying is you are either really cheap, really paranoid, or your time is far less valuable to you than mine is to me. Or perhaps a combination of all 3 idk. But for an $8 part, I am buying it off of ebay and then I am done with it. I spend more than $8 on lunch most days, actually probably every day.
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BluGuy said:
One call to the warranty department is all it should have took, not four calls.
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Yep, and when it took 4 calls they upgraded you from an $8 charger to a $35 charger. That's great customer service in my book!!!!!

JulesJam said:
Here you go:
[/COLOR]Yep, and when it took 4 calls they upgraded you from an $8 charger to a $35 charger. That's great customer service in my book!!!!!
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Yeah great customer service since they shipped it to the wrong address, or did you miss that part. And it wasn't just a misspelling it was a totally different Street name. And like I said that was after i literally spelled it for them.
Listen the whole intention I had behind my first post was to show what other people should probably expect when calling them. No, not everyone will get this type of service, but I just wanted to let people know how it might be.

BluGuy said:
And it wasn't just a misspelling it was a totally different Street name. And like I said that was after i literally spelled it for them..
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I agree that the off shoring of customer service centers to India is a problem. The Indian reps are hard to understand and have difficulty understanding us. But it is the same with my American Express.
Apple is nice b/c you talk to Americans but you pay a lot more for an Apple phone than a Motorola phone usually. At least for me that is true b/c I got mine on the Cyber Monday sale.

JulesJam said:
Here you go:
http://www.ebay.com/itm/Moto-X-Dual...067?pt=LH_DefaultDomain_0&hash=item1e9534d75b
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It is a no questions asked warranty service unless the phone has physical damage due to a drop or water immersion. I have never heard of Motorola saying they wouldn't replace a battery before. Don't be so paranoid.
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If it were the phone that broke, it would be worth it to me as the phone is hundreds of dollars to replace. The OEM charger is $8 on ebay. I spend more than that on lunch most days, actually probably every day.
---------- Post added at 06:02 PM ---------- Previous post was at 06:00 PM ----------
What I am saying is you are either really cheap, really paranoid, or your time is far less valuable to you than mine is to me. Or perhaps a combination of all 3 idk. But for an $8 part, I am buying it off of ebay and then I am done with it. I spend more than $8 on lunch most days, actually probably every day.
---------- Post added at 06:03 PM ---------- Previous post was at 06:02 PM ----------
Yep, and when it took 4 calls they upgraded you from an $8 charger to a $35 charger. That's great customer service in my book!!!!!
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You sound like you work for Motorola, do you?
I had a problem with my Moto X and because I moved house between buying the phone and now they said that the replacement phone has to be sent to my old address and that there was no way the address could be changed. So if you buy a Motorola and you think you may need to use the warranty then you better not be moving house.
The problem I had with my phone was one of the speaker grilles was lost and all I wanted to do was for them to send me a new one but they said that they couldn't do that and that the phone would have to be replaced. Then I had the debacle about the address so they said that I could send the phone back for a refund and I could then buy a new phone. I told them repeatedly that all I wanted was a speaker grille but no that would be too easy. In the end I just bought a replacement grille myself and it will be here next week.
For the time being I am using the speaker grills from a Nexus 6 and although I didn't really like the smooth finish at first I now think they are better than the ribbed ones in the X and I also ordered a few different coloured backs and M logo rings for the phone so that I can change the colour when I get a little bored with the black.
I'm not saying that there costumer care is bad but they are stupid in the way they conduct their warranties.
Personally if I got the run around that the op got I would be more than pissed off with them.

BluGuy said:
Personally if I got the run around that the op got I would be more than pissed off with them.
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me too. i get it. i don't know why the $8 lunch guy doesn't. they screw up, can't commit on time, pass you around, and lose your case history. all while making up excuses and apologizing.
my last email regarding my 3 month wait to get a deposit back, which still has never been processed:
>>
I am reaching out to you about your long delay of your refund. However looking deeper into this I have come across on our end that they are 3 weeks behind on processing refunds.They are working fast as they can they know how important you are as our Motorola Customer. I do apologize for this. Moving forward I will keep you updated on when you will see your money back to you. I have sent an email to my upper financial team to see what is going on. Thank you for your patience. Soon as I hear anything I will update you.
<<
i don't know why 3 weeks for them = 3+ months for me, but i have about 20 messages like that.
still, i like moto. i just hope they get their act together in the future. the call centers aren't all in india BTW. i got a guy that sounded like a black american teenager. his english was very good and when i asked, he told me he was in Equador.

*MOD EDIT*
GTCC said:
The problem I had with my phone was one of the speaker grilles was lost and all I wanted to do was for them to send me a new one but they said that they couldn't do that and that the phone would have to be replaced.
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I don't know of any phone manufacturer that would send out parts under a warranty for the user to do the service themselves.

Nexus 6 Ebay Purchase/Out-of-warranty Story

Hey everyone, I posted this on Reddit but I know that it could be useful here as well. I will try and post the entire story:
I know this is a bit strange but I purchased a Nexus 6 off ebay the other day with a cracked screen. I wanted to try to fix it like I fixed my Nexus 5 which i received broken. Replaced the screen and MB for 40 bucks. I bought a Nexus 6 off ebay with the same idea but the screens are still kinda high in price.
I stumbled on Motorola support and they are going to replace my device. No questions asked even though I bought it broken (cracked screen) on EB. It's headed there now, I'll post again if they actually send me a device and can use on T-Mobile/Project Fi.
Update:
A little bit of an update on this. My device was received by Motorola on Fri, Feb 12. Their support sent me an email on Mon, Feb 15 around 130pm stating that my device has been received. Shortly after that, fedex sent an email around 330pm saying that a shipping notice has been received and that a package will arrive in a few days. It should be here Thursday.
They originally charged me $195 for the repair but when I checked my cc statement today, it shows they returned that and took $183 instead. I'm not sure why it's a bit cheaper but I wont complain.
Hopefully soon I'll have my replacement to the Nexus 6 that I bought for $47 off ebay.

Here are a couple images of the device I received from Ebay and the condition it was in prior to being replaced by motorola. The device would turn on but the screen would not show anything. I knew it was active because I would double tap the power button and it would vibrate initializing the camera.
So far, it seems totally doable to just buy a broken one and pay the $175 repair fee as long as there is no liquid damage. Saved me from having to buy the device through Tmobile which is still about 349$ for a certified refurb!

goku14238 said:
Here are a couple images of the device I received from Ebay and the condition it was in prior to being replaced by motorola. The device would turn on but the screen would not show anything. I knew it was active because I would double tap the power button and it would vibrate initializing the camera.
So far, it seems totally doable to just buy a broken one and pay the $175 repair fee as long as there is no liquid damage. Saved me from having to buy the device through Tmobile which is still about 349$ for a certified refurb!
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Why hassle with all of this when you can buy brand new for 250$ ? 183 + 47 = 230$, imho it is not worth the effort and time. Glad you could figure it somehow. :good:

Semseddin said:
Why hassle with all of this when you can buy brand new for 250$ ? 183 + 47 = 230$, imho it is not worth the effort and time. Glad you could figure it somehow. :good:
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I haven't seen one brand new for that price? I purchased this phone back in January. At the time the price for the phone was still $300+. Even through T-Mobile, it is still $400 for a certified refurb. Checking on Amazon, I guess technically I could save 30 bucks.
Edit: looking at Google shopper, this is what I'm seeing for price range now.

Weird, i had a nexus 6 (paid for and out of warranty) and got Motorola to fix/replace it the same way you have. the weird part is it only cost me 175 even.

goku14238 said:
They originally charged me $195 for the repair but when I checked my cc statement today, it shows they returned that and took $183 instead. I'm not sure why it's a bit cheaper but I wont complain.
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Maybe this is a sneaky trick to prevent you from complaining? Try complaining, maybe they'll give you another $100 off
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goku14238 said:
Here are a couple images of the device I received from Ebay and the condition it was in prior to being replaced by motorola. The device would turn on but the screen would not show anything. I knew it was active because I would double tap the power button and it would vibrate initializing the camera.
So far, it seems totally doable to just buy a broken one and pay the $175 repair fee as long as there is no liquid damage. Saved me from having to buy the device through Tmobile which is still about 349$ for a certified refurb!
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This (the pictures) are why it is always a good idea to put a phone in a *really good* protective case. I guarantee that in a Ballistic Maxx, thing would have survived that hit with zero damage.

noidea24 said:
Weird, i had a nexus 6 (paid for and out of warranty) and got Motorola to fix/replace it the same way you have. the weird part is it only cost me 175 even.
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Oh now I'm going to call lol. I do want to know why they landed at the pricing they did. It did say on the site $175. ?
doitright said:
This (the pictures) are why it is always a good idea to put a phone in a *really good* protective case. I guarantee that in a Ballistic Maxx, thing would have survived that hit with zero damage.
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Oh I totally agree. I ended up getting a deal on one with a kick stand which kind of looks a little flimsy.

I have an extra water damaged Nexus 6...wonder if they'd replace it

I received my device today. All set up, in its protective case and running the newest omni ROM. I'm a happy camper.
Also works great on T-Mobile

Design Refresh/Green Line Issue

I have been unfortunate enough to be plagued by the vertical green line issue on my screen, and am thinking about just using my Design Refresh to replace the phone rather than dealing with a warranty claim. My question is that when Motorola receives my old phone when I send it back, will they not refund me for the new phone due to my old one not being in "undamaged" condition? Has anyone done what I am proposing before? Thanks in advance.

bought my first turbo 2 on black friday 2015 by mid december it had an issue with the charging port. At the end of January I went through moto directly rather than big red had a new (refurb) phone in about a week. Fast forward about a month and the Green Line of death showed up. decided id give big red a turn at making it right. They claimed my (less than 4 months old) phone was outside its year manufacturer warranty and that I'd have to purchase a new one. Spent about an hour arguing with claim support and they're overnight shipping me a new turbo 2 tonight. I wouldn't waste the refresh on a defective lcd. According to the moto forums the popular opinion is that they have a bad run of lcd's floating around. will post a link to the thread when i find it again later tonight. I'm at work so i do not have time to forum crawl for it again right now.
---------- Post added at 11:14 PM ---------- Previous post was at 10:18 PM ----------
cant post links yet pm me i have the links i mentioned earlier

I had no problems getting a warranty replacement on my device from Verizon. I initially was going to go through Motorola but I would be charged $25 dollars to have the phone shipped to me first before sending the old device back so I decided to go through Verizon. I didnt have the issue with the display but my phone would randomly shut off even at full charge. I brought it in, told them my problem and they had a replacement phone shipped to me next day, free of charge.
Sent from my XT1585 using XDA Free mobile app

Sprint policy on the recall of the Note 7

Sprint just told me i can either take it into the store right now and get a loaner phone till the new one comes in OR i can keep it till the new one comes in late next week they claim. So screw the loaner phone ill take the screen protector off and have fun with it for 10 days or so till the new one comes in.
Seems like a good thing from sprint to give either a loaner phone or let you exchange it in store no matter where you bought it.

Are they recalling ALL of the note 7s?
Dave

Fairly sure it has to be working. If you break it and it stops working they will not honor it, almost certainly. Enjoy it but be safe with it.
---------- Post added at 04:41 PM ---------- Previous post was at 04:38 PM ----------
TT_Vert said:
Are they recalling ALL of the note 7s?
Dave
Click to expand...
Click to collapse
Yup.
https://news.samsung.com/global/statement-on-galaxy-note7
http://news.samsung.com/us/2016/09/02/samsung-establishes-u-s-product-exchange-program-galaxy-note7/
http://newsroom.sprint.com/news-releases/sprint-update-on-samsung-galaxy-note-7-exchange.htm

All I know is I just ripped the film screen protector off this one and no longer care about scratches. I bought the phone outright from Best buy so I might wait a little while and buy one of the newer models off eBay for a few hundred cheaper and get a full refund for this "defective" device.
Sent from my SM-N930P using XDA-Developers mobile app

I would love to just give this thing back. Between no longer having data/voice at the same time, problems w/ streaming audio on my 2013 kia I'm ready to go back to my note 3 w/ a note 5 ROM.
Dave

I wonder if they're gonna give me sh*t for purchasing two via Best Buy instead of them....
This phone has been great and I even hate to turn it in.

I guess I can start running caseless now too

I too will wait until next week.

It's not a mandatory recall, it's voluntary. However, I don't see why you wouldn't exchange it.

xbmoyx said:
All I know is I just ripped the film screen protector off this one and no longer care about scratches. I bought the phone outright from Best buy so I might wait a little while and buy one of the newer models off eBay for a few hundred cheaper and get a full refund for this "defective" device.
Click to expand...
Click to collapse
Its sucks there still sticking with the 14 day return policy. They told me i have to mail it to Samsung

parmend said:
Its sucks there still sticking with the 14 day return policy. They told me i have to mail it to Samsung
Click to expand...
Click to collapse
Did you contact Sprint or Best Buy? Everywhere I read it said the return policy is irrelevant in this case since it's a recall.
Sent from my SM-N930P using XDA-Developers mobile app

xbmoyx said:
Did you contact Sprint or Best Buy? Everywhere I read it said the return policy is irrelevant in this case since it's a recall.
Click to expand...
Click to collapse
Bestbuy, they told me that i would have to go through samsung if it was past 14 days. Mine is still less than a week . Hopefully they get the replacements in before my 14 days are up.

parmend said:
Bestbuy, they told me that i would have to go through samsung if it was past 14 days. Mine is still less than a week . Hopefully they get the replacements in before my 14 days are up.
Click to expand...
Click to collapse
Heck today was the 14th day for me. That doesn't make sense, what difference does it make? How would you go about getting the replacement from Samsung? I wonder if you have to return the phone to the place of purchase or can you take it to Sprint?
Sent from my SM-N930P using XDA-Developers mobile app

No 14 day thing i was told. The guy at sprint store told me it does not matter when i bought it or how long till it takes them to get them in. The 14 day restocking fee etc are all waived. And as said ill have fun with the phone but not abuse it just not worry about a tiny scratch.
And i bought mine on the website and the sotre will still take it back. If you dial *2 it will tell you all the ways to return it.

Itchiee said:
I wonder if they're gonna give me sh*t for purchasing two via Best Buy instead of them....
This phone has been great and I even hate to turn it in.
Click to expand...
Click to collapse
Noise is already being made by some that have bought from Best Buy. You have to deal with Best Buy from what I hear.
http://forums.androidcentral.com/sa...est-buy-note-7-recall-thread.html#post5388929

toenail_flicker said:
Fairly sure it has to be working. If you break it and it stops working they will not honor it, almost certainly. Enjoy it but be safe with it.
---------- Post added at 04:41 PM ---------- Previous post was at 04:38 PM ----------
Yup.
https://news.samsung.com/global/statement-on-galaxy-note7
http://news.samsung.com/us/2016/09/02/samsung-establishes-u-s-product-exchange-program-galaxy-note7/
http://newsroom.sprint.com/news-releases/sprint-update-on-samsung-galaxy-note-7-exchange.htm
Click to expand...
Click to collapse
I agree, if you bring in a busted phone you may be stuck.

Better safe than sorry especially if you are a power user. I am trading mines in for s7 edge tomorrow.

I went into BestBuy after dinner and got my exchange done with no issue. Knowing Sprints policy, the day you get a phone counts as day 1. So I had to return it today(Friday) even though Saturday is technically 14 days.
They were cool about it and said how they stopped selling them etc. They asked why I wanted to return it and I explained the lag and battery drain, plus the whole recall thing. They put the upgrade back on my line (I have a legacy pan with 2yr upgrades) and did the return. Got a full refund with no restocking fee and I got to keep the Gear Fit 2. Pretty cool of them.
Now I'm just gonna see what's on the horizon next.
Sent from my iPhone using Tapatalk

I just got back from Sprint with my new S7 edge. I see why they look similar. They claimed the new supply of note 7 will be in on Monday but doubt it.

Scararms said:
I just got back from Sprint with my new S7 edge. I see why they look similar. They claimed the new supply of note 7 will be in on Monday but doubt it.
Click to expand...
Click to collapse
Yeah that's way too fast. The recall was announced on Friday and they will get replacements on Monday which is a holiday?
I call BS. It might be old stock.
A good question is how can we tell that when we get a replacement, it's one with battery issues fixed?

Battery Woes And Google Support.

So like many others I began experiencing the issue of Phone Shutdown when the battery dropped below 40% So called Google support, and even though my warranty expired December 2016, they are shipping me a free replacement.
Go Google!

Third replacement for this issue is on the way. There is a note on my account for a full refund if this one doesn't work.

jasondowning85 said:
Third replacement for this issue is on the way. There is a note on my account for a full refund if this one doesn't work.
Click to expand...
Click to collapse
Apparently they are waiting on a shipment from Huawei to send out replacements.

dratsablive said:
Apparently they are waiting on a shipment from Huawei to send out replacements.
Click to expand...
Click to collapse
Replacement what? Phone? Batteries? Every time I have called them, they have just processed a replacement and it has shipped the same or next day. To be honest, I'm kinda hoping this replacement (which I received yesterday) doesn't work at this point. Would rather get my money back and get a new phone.

jasondowning85 said:
Replacement what? Phone? Batteries? Every time I have called them, they have just processed a replacement and it has shipped the same or next day. To be honest, I'm kinda hoping this replacement (which I received yesterday) doesn't work at this point. Would rather get my money back and get a new phone.
Click to expand...
Click to collapse
Replacement phone. I have the 128gb version and those were out of stock.

dratsablive said:
Replacement phone. I have the 128gb version and those were out of stock.
Click to expand...
Click to collapse
Got an email yesterday, replacement is on it's way.

Mine was out of warranty too, and I appreciate that they sent me a refurbished phone - but they sent me one in even worse shape than the one I have! Did they not test it before they sent it out? It shuts down at 35%, whereas my bad phone shut off at a mere 15%.
Refurbished means replaced battery - right?
I am awaiting the second replacement, but my confidence is falling.
I'm scared at this point to get a Pixel XL, as I hear they are prone to this issue as well. What gives?
---------- Post added at 01:20 PM ---------- Previous post was at 01:13 PM ----------
jasondowning85 said:
Replacement what? Phone? Batteries? .
Click to expand...
Click to collapse
The replacement they sent me, albeit generously because my phone was out of warranty, was in worse shape than the one I am trying to replace. My old phone shuts down at 15%. The "replacement" shuts down at 35%. And bootlooped on me.
Doesn't sound like refurbished to me, but rather recycled, from one unhappy customer to another.
Hopefully replacement #2 will work out, but my confidence is shaken in this phone, which I loved while it worked.

I bought the Nexus 6P from an independent store, not from Google. Anyone knows if Google send replacement if the phone is not bought at Google Store?

JunieG said:
Mine was out of warranty too, and I appreciate that they sent me a refurbished phone - but they sent me one in even worse shape than the one I have! Did they not test it before they sent it out? It shuts down at 35%, whereas my bad phone shut off at a mere 15%.
Refurbished means replaced battery - right?
I am awaiting the second replacement, but my confidence is falling.
I'm scared at this point to get a Pixel XL, as I hear they are prone to this issue as well. What gives?
---------- Post added at 01:20 PM ---------- Previous post was at 01:13 PM ----------
The replacement they sent me, albeit generously because my phone was out of warranty, was in worse shape than the one I am trying to replace. My old phone shuts down at 15%. The "replacement" shuts down at 35%. And bootlooped on me.
Doesn't sound like refurbished to me, but rather recycled, from one unhappy customer to another.
Hopefully replacement #2 will work out, but my confidence is shaken in this phone, which I loved while it worked.
Click to expand...
Click to collapse
I went through 3 phones to get a good replacement.
1. First replacement had a screen issue.
2. Second had a battery issue
3. The third one and the one I have now was okay.

_Drifter_ said:
I bought the Nexus 6P from an independent store, not from Google. Anyone knows if Google send replacement if the phone is not bought at Google Store?
Click to expand...
Click to collapse
contact the seller. it will not be honored if not purchased from the google store. sorry.

did you call google? I went to the google warrantly website and they referred me to huawei. would rather deal with google since huawei told me that it could take 2 weeks to get my phone back. (I have 1 more month of warranty left)

antmunny said:
did you call google? I went to the google warrantly website and they referred me to huawei. would rather deal with google since huawei told me that it could take 2 weeks to get my phone back. (I have 1 more month of warranty left)
Click to expand...
Click to collapse
If you bought it through Google call them.

dratsablive said:
If you bought it through Google call them.
Click to expand...
Click to collapse
I bought it from Amazon (since I bought it on july 2016, they're done with me. LOL).
thank you

I bought mine on Craigslist, did an online chat with Google, told them it was purchased through play store (which the seller did do). It was about 2-3 months out of warranty, and they sent me a replacement within 3 days.
Fun side-note: my original was a 32GB model. Replacement was 64gb model.
Sent from my Nexus 6P using Tapatalk

Droid_JD said:
I bought mine on Craigslist, did an online chat with Google, told them it was purchased through play store (which the seller did do). It was about 2-3 months out of warranty, and they sent me a replacement within 3 days.
Fun side-note: my original was a 32GB model. Replacement was 64gb model.
Sent from my Nexus 6P using Tapatalk
Click to expand...
Click to collapse
ur lucky.
replacements are based on availability of stocks
if 32gb is not available and 64gb is on list then they will send you the 64gb or even 128gb...

reyscott said:
ur lucky.
replacements are based on availability of stocks
if 32gb is not available and 64gb is on list then they will send you the 64gb or even 128gb...
Click to expand...
Click to collapse
I had to wait a week for my replacement. The 128gb was out of stock.

dratsablive said:
I had to wait a week for my replacement. The 128gb was out of stock.
Click to expand...
Click to collapse
don't worry.. it will come.

My first replacement suffers the battery bug worse than the original. 2nd replacement coming in two days. Fingers crossed
Sent from my Nexus 6P using Tapatalk

reyscott said:
don't worry.. it will come.
Click to expand...
Click to collapse
Oh I did get it. Lucky for me they were out of the Silver and I got a black one instead.

Is there a particular link for the live chat or just do it through the store live chat where the phone was bought from?