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My original phone was broken (when I bought it). When they sent me a new one, it came in a cardboard box, no battery, no sdcard, no battery cover.
Called in to make sure it's new... "well to tell you the truth sir, it's reconditioned like-new.... no we can't replace it, because the phone that you sent to us was used, so we had to send you a used one.... I'm sorry sir, theres nothing we can do."
buyer beware...
thats usually how it works, especially with a phone in such high demand
except that Verizon policy states that if you're within your 30 period, you can replace your phone with a BRAND NEW one
I've decided that if customer support won't send me a new one, there's nothing stopping me from just going around them. Since I'm still within 30 days, I'm going to simply return my phone for a refund of my purchase price, and order a new one.
DroidXChat said:
except that Verizon policy states that if you're within your 30 period, you can replace your phone with a BRAND NEW one
I've decided that if customer support won't send me a new one, there's nothing stopping me from just going around them. Since I'm still within 30 days, I'm going to simply return my phone for a refund of my purchase price, and order a new one.
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Click to collapse
that would work but what will you do when you hit the 31st day and you have problems then you will have to take the refurb.
That is not necessarily true. O had to have my droid 1 replaced 3 times 2 of the 3 were brand new phone in return boxes according to the verizon rep I spoke to.
Sent from my DROIDX using XDA App
tmmedic20 said:
That is not necessarily true. O had to have my droid 1 replaced 3 times 2 of the 3 were brand new phone in return boxes according to the verizon rep I spoke to.
Sent from my DROIDX using XDA App
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Click to collapse
i can always trust a verizon rep just like i trust a used car sales man
pima said:
that would work but what will you do when you hit the 31st day and you have problems then you will have to take the refurb.
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Click to collapse
or I can get a phone that has no problems.... just because you say "what will you do when" doesn't mean its something that's going to happen
My point is that when you send your xbox 360 in for repair they either repair it or send you a refurb and i bet you plug it in and play it. This is the same with phones so why is it a big deal if it works?
Sent from my DROIDX using XDA App
pima said:
My point is that when you send your xbox 360 in for repair they either repair it or send you a refurb and i bet you plug it in and play it. This is the same with phones so why is it a big deal if it works?
Sent from my DROIDX using XDA App
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I would agree after 30 days. But before it you should get a new replacement device not a like new device.
I'd just tell them that the phone they sent you was BROKEN so since you paid for a NEW phone you want a new phone.
Sent from my DROIDX using XDA App
TBH sometimes if you describe the loophole you described to the person you're talking to, they will help you out.
I've literally told customer service reps for various things I've owned that I can simply do that, and they usually oblige.
Very true; i started having issues with my droid and customer service informed me that i would have to put up money for the replacement device. After they received the failed device they would credit my account.
Sent from my DROIDX using XDA App
There are two type of replacements for the x only within 30 days. First would be a wfg which would come with charger etc. and would be back ordered. The second would be only the phone and for a doa which you had they are new searching the esn shows no other activation s. This one is only for the x atm.
I'm a vzw tech btw and have no reason to lie
I went round and round about this with them. You are getting new ones in the little white boxes without the battery (for now)
I'm not sure it's "refurb" providers send phones without the bact etc to help avoid people calling in pretending their phone broke and then selling one and keeping the other. I know you aren't doing that, but I'm sure that plays a part it why they do it like that.
xmunk said:
There are two type of replacements for the x only within 30 days. First would be a wfg which would come with charger etc. and would be back ordered. The second would be only the phone and for a doa which you had they are new searching the esn shows no other activation s. This one is only for the x atm.
I'm a vzw tech btw and have no reason to lie
Click to expand...
Click to collapse
yeah there are usually no refurbs around when a phone first comes out. so they set aside news ones to send out in the refurb cardboard box. saves them money of all the accessories w/ shipping, u keeping them, etc.\
i bet the phone is new.
Did anyone else have an issue getting the “Free Bumper” from Google when ordering your Nexus 4?
My wife ordered my Nexus 4 for Father’s Day a few weeks ago, maybe a few days or so after the promotion started. I didn't get a bumper with it so she called and was basically told it was a “while supplies last” promotion and they have run out. Yet, they are still advertising the promotion and seems like they have plenty of bumpers in stock on the Play store.
What’s the deal Google?! Seems pretty shady to me.
I got mine in the same package as with my N4. No trouble at all. Don't know what happened for you.
Ordered mine last Saturday and got it today, white with bumper.
No problems here man. Got mine about 2 weeks ago.
Sent from my Nexus 4 using xda premium
I'd send an email and/or call again and politely explain the issue. Let them know that plenty of people ordered after you and received the free bumper so you see no reason why you shouldn't have received one. Tell them you'll be glad to provide information showing you purchased the phone during the promotion as well.
Chances are you will just get the run around but in my experience being overly polite in these situations works out in your favor. Good luck!
The free bumper is just for the white nexus 4 in the US right?
Sent from my Nexus 4 running Android 4.2.2
So get this, I called Google last night and they flat out refused to just send me a bumper even though we purchased the Nexus 4 within the promotion period. They claim there was no availability when they shipped my phone even though they have stock now and there are plenty of other people who ordered around the same time I did who got theirs, basically I think they just screwed up my order and don’t want to admit it. So I escalated to a supervisor and he still refused to simply send me a bumper, HOWEVER, he said I could remorse return my Nexus 4 and they will cover the return shipping and waive the restock fee and I can just order another phone! Why not just send me the stupid $20 bumper Google!? This route is going to cost you waaay more than if you were to just ship me a bumper! What the heck!?
gbatt said:
“while supplies last”
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Click to collapse
Nope, came in the same box.
Got it yesterday.
It's not that big of a deal. I don't care that I didn't get one.
Sent from my Nexus 4 using xda premium
I had the same issue and got the same response. It seems to be some kind of policy of theirs that you have to return the device to get a new one with the bumper, which sucks but i guess we have to deal with it.
Sent from my Nexus 4 using xda app-developers app
Did you guys ever get a positive resolution to this? I'm in the same boat and being given the same runaround only Google decided to end the latest promo overnight so it makes no sense that play support is telling me to return and reorder the phone.
So I'm almost done with my first 30 days with the Moto X and I have stumbled across some flaws.
1. Dust behind the glass. I found two small dust particles while installing a cheap screen protector. Removed the protector and its still there.
2. The screen doesn't sit flush. When swiping my hand to the left, i can feel a lip. Swipe to the right and there's no lip until I run my fingers down towards the bottom right corner.
3. There's a fiber out of place and it catches my finger when running my hand across the Woven White back.
So in other words I'm considering returning it to be fixed. I may be a jerk, but I paid good money for it and expect the same in return. Anyone else go this route for flaws on their Moto X? What's the usual turn around time?
Sent from my XT1053 using Tapatalk
Mine has none of those flaws. By all means return it. But for refund, not repair. Then just order a new one.
I though about the refund route, but I got it at $100 off that one week and i don't want to pay the extra $30.
Sent from my XT1053 using Tapatalk
Tell them that, and politely insist on the same deal on the new order. Ask for escalation if you must. They'll get it squared away for you.
Well I'll try the repair route first to see how things turn out and how fast their turn around time is. Its suppose to go through more inspections before coming back to me, but we'll see about that. I'll ask for the refund if it's not perfect this time around.
Sent from my XT1053 using Tapatalk
Sounds like the repair will take you outside the return period.
Has anyone had their phone repaired? I don't have another device to use other than an iPhone (eww) so I don't know if I'll bother if it takes an extended amount of time..
Sent from my XT1060 using Tapatalk
Solutions Etcetera said:
Tell them that, and politely insist on the same deal on the new order. Ask for escalation if you must. They'll get it squared away for you.
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Click to collapse
I tried this route (returned a def. X for a refund because at the time I thought I would switch to the N5 but have since decided to stick with the X). I asked for another $100 off code (or $30 depending on how you look at it) and they wouldn't budge. They said they can only honor what is currently on the web site. Went through two reps on this.
Guess I am getting the N5 after all.
rvinny said:
I tried this route (returned a def. X for a refund because at the time I thought I would switch to the N5 but have since decided to stick with the X). I asked for another $100 off code (or $30 depending on how you look at it) and they wouldn't budge. They said they can only honor what is currently on the web site. Went through two reps on this.
Guess I am getting the N5 after all.
Click to expand...
Click to collapse
Was your negotiation with them at the time you arranged for the return or after the fact?
I was one of the original 150 off cyber Monday buyers, and when I spoke to them about a return I mentioned this and they made arrangements to offer the same pricing on a replacement order.
I have returned many devices with motorola and am in the process of returning another one. Currently they only do Advanced returns, meaning that they give you a code to build another phone for zero money up front. If they receive the returned phone within 10 days of you getting your new phone, then they wont charge you. If its past 10 days, they will charge you.
They offered me the same advanced order initially. Just that now I want to go case-less and need a perfectly smooth back. Since its there, might as well swap out the screen due to a piece of lint and not being flush. As for the 30 day return period... I'm sure they'll OK it if I change my mind. Its not my fault there's something wrong with the phone. If all else fails, switching to Nexus 5 or GPE HTC One because I hate the Galaxy S4.
I have to say though, it is nice jumping back onto the old Galaxy Nexus with CM11.
Sent from my Galaxy Nexus using xda app-developers app
I have the same bezel flaw and I wish I had gotten it taken care of when I got the phone
Sent from my XT1058 using Tapatalk
So I finally got my phone back yesterday. At first glance they didn't fix anything. I still have debris behind the screen, barely noticeable. Still have the defects on the back cover. So naturally I called, as I have been all last week, and spoke directly with the Repair Call Center Manager on Duty and he is sending out a new Moto X because of my problems with the phone. On top of that, because of all the BS I dealt with last week, I got a bunch of other free stuff altogether. First off, they gave a free Commuter case the first week I had the phone. Called back and complained about their horrible repair lead time and misinformation and got a Power Pack 3000. Called the day my phone was to be shipped out and got a free Bluetooth Car Speaker. Called yesterday because I didn't get my Moto X Retail Box back even though I was promised I would and I got a free Motorola Buds Bluetooth Headset.
So yeah, I made them pay for their overall poor Customer Service. I explained to the manager that I was not about to put my funds on hold for their mistakes and that I wanted to know who was going to take full responsibility for the actions that have occurred. I stood my ground and made them sorry for treating me that way. Hence I ended up with about $214 of free stuff.
If I don't get my new phone by Thursday, hell will break loose again, this time I won't hold back.
And just for the record, they don't know if anyone has already offered you a free accessory, hence they offered the Power Pack twice.
Sent from my XT1053 using Tapatalk
overthatscreen said:
So I finally got my phone back yesterday. At first glance they didn't fix anything. I still have debris behind the screen, barely noticeable. Still have the defects on the back cover. So naturally I called, as I have been all last week, and spoke directly with the Repair Call Center Manager on Duty and he is sending out a new Moto X because of my problems with the phone. On top of that, because of all the BS I dealt with last week, I got a bunch of other free stuff altogether. First off, they gave a free Commuter case the first week I had the phone. Called back and complained about their horrible repair lead time and misinformation and got a Power Pack 3000. Called the day my phone was to be shipped out and got a free Bluetooth Car Speaker. Called yesterday because I didn't get my Moto X Retail Box back even though I was promised I would and I got a free Motorola Buds Bluetooth Headset.
So yeah, I made them pay for their overall poor Customer Service. I explained to the manager that I was not about to put my funds on hold for their mistakes and that I wanted to know who was going to take full responsibility for the actions that have occurred. I stood my ground and made them sorry for treating me that way. Hence I ended up with about $214 of free stuff.
If I don't get my new phone by Thursday, hell will break loose again, this time I won't hold back.
And just for the record, they don't know if anyone has already offered you a free accessory, hence they offered the Power Pack twice.
Sent from my XT1053 using Tapatalk
Click to expand...
Click to collapse
I bet you get free hotel rooms too?
Sent from my N5 cell phone telephone....
kj2112 said:
I bet you get free hotel rooms too?
Sent from my N5 cell phone telephone....
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Click to collapse
No free hotel rooms yet. But I'm working on it. That's what they get for messing with a retired Bill Collector.
Sent from my XT1053 using Tapatalk
overthatscreen said:
No free hotel rooms yet. But I'm working on it. That's what they get for messing with a retired Bill Collector.
Sent from my XT1053 using Tapatalk
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You tell em........I'm sure your trouble was "worth" 200+ bucks.
Way to keep the general prices up for everyone else. It was free to you, but the rest of the world now has to pay for you "teaching them a lesson"
Sent from non rooted motoX :'(
Of course it's teaching them a lesson. I paid a fair price for a phone that should have came in a better condition than that. If it was to be fair, they should've allowed me to use the flawed Bitcoin payment in exchange for the phone.
But if you're up for paying for an item only to receive it with flaws that's you're own choice. I have a few junk cars that you might be interested in.
And from a real consumers point of view. I don't mind paying good money for a good product. But if you think I would let you pull a fast one on me, you are in for a world of hurt.
And by the way, you may have already paid the price by not standing up for yourself and allowing companies to push you around to make a profit. I'm just not gullible enough to allow that. I was just hoping to help anyone else who has had a fast one pulled on them.
Sent from my XT1053 using Tapatalk
You must be a treat to deal with in stores at the returns desk. Wow! Lol
Sent from my N5 cell phone telephone....
kj2112 said:
You must be a treat to deal with in stores at the returns desk. Wow! Lol
Sent from my N5 cell phone telephone....
Click to expand...
Click to collapse
I actually don't return items too often unless it doesn't work as suggested. But if you like being ripped off, by all means go for it.
Sent from my XT1053 using Tapatalk
overthatscreen said:
Of course it's teaching them a lesson. I paid a fair price for a phone that should have came in a better condition than that. If it was to be fair, they should've allowed me to use the flawed Bitcoin payment in exchange for the phone.
But if you're up for paying for an item only to receive it with flaws that's you're own choice. I have a few junk cars that you might be interested in.
And from a real consumers point of view. I don't mind paying good money for a good product. But if you think I would let you pull a fast one on me, you are in for a world of hurt.
And by the way, you may have already paid the price by not standing up for yourself and allowing companies to push you around to make a profit. I'm just not gullible enough to allow that. I was just hoping to help anyone else who has had a fast one pulled on them.
Sent from my XT1053 using Tapatalk
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Click to collapse
You and I share the same philosophy. If I pay good money (or any money) for a product, it better be FLAWLESS otherwise you bet your a$$ I'm going to raise hell and keep exchanging until I get what I want. I went through 5 HTC One X's in a 2 week period just trying to get a flawless one. Went through 4 Nexus 7s as well. The whole argument about people like you and I driving costs up is ridiculous and without any merit- if anything it's beneficial to everyone else because it lets manufacturers know that they are releasing defective products and they can't get away with it, and in a perfect world ultimately resulting in stricter quality control. People who are OK with keeping defective products are the ones who hurt the industry.
Sent from my Nexus 7 using XDA Premium 4 mobile app
Curious if anyone else has had difficulty with Motorola's support. I used to have great experience with them; they were prompt, knowledgeable, and courteous. Lately, trying to return my 2014 X due to peeling leather, I've had to call multiple times and stay on the phone for an average of 30-45 minutes. Today I was on the phone for about 2 hours just trying to get a return processed (which kept showing up as a repair and return exchange despite me requesting I just wanted to return the device). They sent the RMA email, but parts of the email didn't render (hopefully not important parts) and the shipping label email still hasn't arrived (about an hour later).
The service seems to have greatly reduced in quality, but maybe I was just getting lucky before? Anyone else having similar experiences or are things going well (or same as always)?
Sent from my XT1096 using XDA Premium HD app
It's not just you. I received a defective device (touch screen was unresponsive) and decided to return it for a refund. My nightmare consisted of 4 phone calls (on average 30 - 40 minutes) just to get a return label emailed. I finally had to insist that I wouldn't hang up the phone until they sent the email. Surprisingly, this actually worked and they finally sent the email during the call. It was pure nonsense for what should've been a routine request. As someone who really likes moto products, it has me a bit leery of buying from them again.
OK, this is getting funny/sad. My 2 hour conversation with support did not yield benefits. Despite repeatedly saying that I wanted to return my phone for a refund, today I received an email with a code for me to order a replacement device. I don't want a replacement. I'm tired of the inconsistent build quality, frequent problems, and poor customer support. I just want to get off of this ride.
Sent from my XT1096 using XDA Premium HD app
If lower level support does not get you what you think you need, ask for the White Glove dept.
Guys start talking to their twitter handles @motorola and @motorolasupport
BBB and/or disputing the charge with your bank may work as well. Just keep some documentation for the dispute.
Are they offering free return shipping? I'm returning mine and the email I received stated:
Please be on the lookout for:
An email from Motorola with shipping instructions.
An email from FedEx with a prepaid shipping label to return your device at no charge.
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Click to collapse
FedEx prepaid shipping.. sweet
Yup they were much better. I had issue with my original and literally spent good 10+ hrs to get issue resolved. They are awful since lenovo took it over. When google owned them all I had to do was chat with them. Now I have to call and looks like have to be on hold for at least 45mins to talk to someone
Sent from my Nexus 7 using Tapatalk
Hawon said:
Yup they were much better. I had issue with my original and literally spent good 10+ hrs to get issue resolved. They are awful since lenovo took it over. When google owned them all I had to do was chat with them. Now I have to call and looks like have to be on hold for at least 45mins to talk to someone
Sent from my Nexus 7 using Tapatalk
Click to expand...
Click to collapse
It isn't Lenovo yet. Google may have given up, but they still own Motorola. At this rate, it looks like support could get better once Lenovo takes over.
Note10.1Dude said:
It isn't Lenovo yet. Google may have given up, but they still own Motorola. At this rate, it looks like support could get better once Lenovo takes over.
Click to expand...
Click to collapse
I hope that's the case. Otherwise 2014 moto x will be the last I will get from Motorola.
I just got off the phone with them about the corner of my Moto X with ebony wood starting to lift up and peel. I called them because I wanted to simply exchange it for a plastic back. They sent me an email asking for proof of the defect. I've only had the phone for 6 days... I'm still well within the 14 day return/exchange policy. Why the hell am I having to send proof of a defect?
They tried to ask me for proof or something as well as my purchase receipt. I reminded them that my purchase order and receipt were still in their system and that I didn't need to give them any reason for returning (14 day policy). They dropped it then and went ahead with the return. It's just.... exasperating.
Sent from my XT1060 using XDA Premium HD app
Hi guys, i recently purchased a Moto g4 plus 64 gb/4gb ram from amazon warehouse deals.
I saw that it had a scratch on the corner(no big deal), though i called amazon and they gave me 10% back on the purchase.
Now i got a gift card of 50 $ and i would like to refund the phone so i can buy a better one like the moto g5 plus. The only issue is that i have unlocked the bootloader. I can easily go back to stock rom and lock the bootloader , do you think amazon will care ?
Prowy333 said:
Hi guys, i recently purchased a Moto g4 plus 64 gb/4gb ram from amazon warehouse deals.
I saw that it had a scratch on the corner(no big deal), though i called amazon and they gave me 10% back on the purchase.
Now i got a gift card of 50 $ and i would like to refund the phone so i can buy a better one like the moto g5 plus. The only issue is that i have unlocked the bootloader. I can easily go back to stock rom and lock the bootloader , do you think amazon will care ?
Click to expand...
Click to collapse
I'd give it a shot.
However, personally, given the great state of dev work for the G4, and the fact that the Plus has a better camera, and fairly easily removable back/battery, I wouldn't switch.
negusp said:
I'd give it a shot.
However, personally, given the great state of dev work for the G4, and the fact that the Plus has a better camera, and fairly easily removable back/battery, I wouldn't switch.
Click to expand...
Click to collapse
The fact is that with the new money i have, i can spend up to 290 dollars, I wasn't necessarily gonna take the g5 plus.
For the amazon thing I didn't find anything on google, so I guess nobody had a problem with that...
Prowy333 said:
Hi guys, i recently purchased a Moto g4 plus 64 gb/4gb ram from amazon warehouse deals.
I saw that it had a scratch on the corner(no big deal), though i called amazon and they gave me 10% back on the purchase.
Now i got a gift card of 50 $ and i would like to refund the phone so i can buy a better one like the moto g5 plus. The only issue is that i have unlocked the bootloader. I can easily go back to stock rom and lock the bootloader , do you think amazon will care ?
Click to expand...
Click to collapse
It's not likely, they will see that the manufacturer warranty is voided from the bootloader, even if you did relock it. You might be boned here, unless you want to sell it on Swappa!
Prowy333 said:
The fact is that with the new money i have, i can spend up to 290 dollars, I wasn't necessarily gonna take the g5 plus.
For the amazon thing I didn't find anything on google, so I guess nobody had a problem with that...
Click to expand...
Click to collapse
Like I said, it's worth a shot.
Although, if you've passed the 30-day return period you may not be able to return the device specifically to Amazon.
Btrusa said:
It's not likely, they will see that the manufacturer warranty is voided from the bootloader, even if you did relock it. You might be boned here, unless you want to sell it on Swappa!
Click to expand...
Click to collapse
I still have the 30 days warranty. Even if they find out i can always say that it was already like that since it was sold by amazon warehouse, right?
Prowy333 said:
I still have the 30 days warranty. Even if they find out i can always say that it was already like that since it was sold by amazon warehouse, right?
Click to expand...
Click to collapse
I don't think it will work, once bootloader is unlocked, warranty is voided. At least with Motorola.
Yeah but it is amazon 30 days care. Last time i gave a phone back they gave me the money the same day I shipped it. What could be the worst care scenario? They check it and give it back to me? It will be apparently stock.
Just so everybody knows,
Amazon fully refunded my moto g4 plus after 20 days of usage, it was even scratched.
All i did before returning it was bringing it back to stock rom and locking the bootloader, they didn't care.
I am not telling you to do this, maybe i was just lucky, worth a try though.
PS: I even returned its cover and screen protector