Related
I got a replacement N7 a couple days (directly from Google) ago because my first one was having screen issues that started out of no where after about a month (see below). Then After getting back from vacation I set this new one up. Then I notice it is rattling quite a bit when turning it to landscape and back (like loose screws. That and when I try to power on the tablet it takes about 20 secs for the Google screen to pop up. Which my original one was only a couple seconds.) The guy suggested I just get a refund. He explained that it didn't matter it was over 30 days ago that they would do it. He states I would not be charged restocking or anything (we'll see.) So I did. I really like this tablet, but I'm going to wait another month or so and hope the bugs are figured out maybe try again. Anyone else being offered refunds?
Screen issues
http://forum.xda-developers.com/showthread.php?t=1831151
Take the refund and go to Office Depot or Staples and buy it locally. That way you can open it in the parking lot and immediately return it if there are issues.
Sent from my Nexus 7 using Tapatalk 2
I would try the exchange process again. The refund process is much more frustrating than the exchange process.
I've been waiting a month for my refund. Google can't even confirm that they received my return (I have the tracking number, and know they received it, so I'm not worried about that).
Krunk_Kracker said:
Take the refund and go to Office Depot or Staples and buy it locally. That way you can open it in the parking lot and immediately return it if there are issues.
Sent from my Nexus 7 using Tapatalk 2
Click to expand...
Click to collapse
Or better yet, have the manager open it in the store. I've had to do this twice at Office Depot and they were very helpful.
Sent from my Galaxy Nexus using xda app-developers app
I had to send mine back to google. They replaced it easy enough.
---------- Post added at 04:23 PM ---------- Previous post was at 04:19 PM ----------
That did take two tries to get one that worked.
Forgot about the 2nd one.
So recently I have been noticing that my back button has not been working. I will go to press it and it will be unresponsive while the "home" and "recent apps" button and the rest of the touch screen are responsive. Went to motorola's support site and filled out a repair request. They overnighted me a phone (new in box, with a new charger and everything) and sent me a box and label to send my old phone (only, no box or charger) back to them. I am charged $0 for shipping and everything.
I got my phone on October 31st, not sure why the back button was not working but hoping I don't have the same issue on this one.
About the best customer service experience I've seen in a long time.
Mine does the same thing sometimes but only when on a charger. It's weird. Might have to see if Moto will help me out with that too.
Impressive. I did not have anywhere near that experience, in fact they wanted to put a deposit of $500 for them to regular mail me a phone prior to me sending mine back. As far as the buttons go, I've had that experience with this turbo and every samsung I've touched, must just be my fingers.
Had an issue with my turbo. Overnighted me a new one in box with all accessories. Told me to keep mine too. I had to do the security deposit of $500 but didn't care. Amazing customer service. They didn't pester me for receipts or anything either. Customer service is why I'll never purchase another HTC again.
same issue
I have currently that issue but it happens every once in a while and not so often. I found out how to get it working again right away. mostly happens to me when i browse online on chrome , so what I do is when i get no response i just swipe up and down the current page im on and then the button reacts once again.
Juliann826 said:
So recently I have been noticing that my back button has not been working. I will go to press it and it will be unresponsive while the "home" and "recent apps" button and the rest of the touch screen are responsive. Went to motorola's support site and filled out a repair request. They overnighted me a phone (new in box, with a new charger and everything) and sent me a box and label to send my old phone (only, no box or charger) back to them. I am charged $0 for shipping and everything.
I got my phone on October 31st, not sure why the back button was not working but hoping I don't have the same issue on this one.
About the best customer service experience I've seen in a long time.
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Click to collapse
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol
mw3kgt said:
Impressive. I did not have anywhere near that experience, in fact they wanted to put a deposit of $500 for them to regular mail me a phone prior to me sending mine back. As far as the buttons go, I've had that experience with this turbo and every samsung I've touched, must just be my fingers.
Click to expand...
Click to collapse
I had to put a deposit as well. I had them put in writing that if when they receive the phone they "claim" physical damage I will receive a phone call or email from them and then have the choice to either:
1. Pay for the "repair" of my phone
2. Pay the $500
3. Have them ship back my old phone with shipping box/label for the one they sent me (I will not be charged shipping)
zathus said:
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol
Click to expand...
Click to collapse
I bought the phone off contract and I don't have an insurance plan on it (Verizon screwed me on that). I don't like Verizon's customer service, it's horrible. Plus, in this situation they really have no obligation to help me since I bought the phone full retail.
Agree with Op.
Ask for the White Glove dept too.
---------- Post added at 11:57 AM ---------- Previous post was at 11:28 AM ----------
zathus said:
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol
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Click to collapse
I do not believe Vzw FRUs come from Motorola. My current xt 1080 Maxx FRU was my upgrade by the white glove dept.
Packaging of the moto FRU is unique.
No bad HW either.
Vzw Frus are notoriously bad.
---------- Post added at 11:59 AM ---------- Previous post was at 11:57 AM ----------
http://forum.xda-developers.com/moto-x/general/fyi-dim-screen-moto-white-glove-t2753559
aviwdoowks said:
Agree with Op.
Ask for the White Glove dept too.
---------- Post added at 11:57 AM ---------- Previous post was at 11:28 AM ----------
I do not believe Vzw FRUs come from Motorola. My current xt 1080 Maxx FRU was my upgrade by the white glove dept.
Packaging of the moto FRU is unique.
No bad HW either.
Vzw Frus are notoriously bad.
---------- Post added at 11:59 AM ---------- Previous post was at 11:57 AM ----------
http://forum.xda-developers.com/moto-x/general/fyi-dim-screen-moto-white-glove-t2753559
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Click to collapse
I'll keep that in mind next time I have a issue. Ive had pretty good luck with Vzw but sounds like moto is the smarter choice.
Sent from my XT1254 using XDA Free mobile app
After returning two handsets to verizon, in an attempt to solve the volume problem, i decided to just do an RMA with Motorola after reading this post. Each of the two times i appemted to get a replacement from verizon, they sent me a refurbished phone in worse condition. And, in the end, it appears that my issues was software related and fixed, and i would have been fine with the original. Presently, I am stuck with a device that has a worse volume problem, as well as a dent. Thanks verizon. So, hopefully Motorola comes through.
You're lucky you got good service. I have had an insanely bad experience multiple times dealing with an accessory of theirs.
Any way to tell if a phone is refurbished or not? I just got my replacement and I am curious to find out
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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Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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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Click to collapse
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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Click to collapse
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!!!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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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Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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 ----------
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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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Click to collapse
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 ----------
rob342 said:
every time i send a phone back, they send me one with a new charger and cord.
Click to expand...
Click to collapse
More great customer service.
---------- Post added at 05:13 PM ---------- Previous post was at 05:11 PM ----------
rob342 said:
i honestly believe it has more to do with Lenovo owning them.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
Here you go:
http://www.ebay.com/itm/Moto-X-Dual...067?pt=LH_DefaultDomain_0&hash=item1e9534d75b
---------- Post added at 05:58 PM ---------- Previous post was at 05:57 PM ----------
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.
Click to expand...
Click to collapse
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.
---------- Post added at 06:00 PM ---------- Previous post was at 05:58 PM ----------
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.
Click to expand...
Click to collapse
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 ----------
BluGuy said:
Are you saying that I shouldn't use my warranty?
Click to expand...
Click to collapse
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 ----------
BluGuy said:
One call to the warranty department is all it should have took, not four calls.
Click to expand...
Click to collapse
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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Click to collapse
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..
Click to expand...
Click to collapse
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
---------- Post added at 05:58 PM ---------- Previous post was at 05:57 PM ----------
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.
---------- Post added at 06:00 PM ---------- Previous post was at 05:58 PM ----------
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!!!!!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
I don't know of any phone manufacturer that would send out parts under a warranty for the user to do the service themselves.
I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
goodandnicefriend said:
I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
Click to expand...
Click to collapse
Personally I'd go the Best Buy route and get a different phone.
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
goodandnicefriend said:
I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
Click to expand...
Click to collapse
Hello,
I don't really want to read all the page, so I'll leave it to you: http://consumer.huawei.com/us/support/warranty-policy/mobile-phone/index.htm
Considering your N6P is almost one year old and all the problems surrounding​ the device at the moment:
Bootloop of death
Defective batteries
I'm not sure if it's worth it. It could last forever, but also fail next month when your warranty will be over...
If you don't loose much between the "service charge" and the Best Buy gift card, I would go that route and start looking for a new device. But that's just me...
Good luck...
mikeygeer said:
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
Click to expand...
Click to collapse
Hello,
I would have kept trying and call Google/Huawei. A lot of people got it repaired/replaced even though their warranty ended...
Cheers...
I agree, to keep hammering them for a replacement is the right move. One thing to keep in mind is many of the recent reports about interactions with Huawai have indicated they seem to be trending towards playing hardball. Sooner than later would be my advice on working them for a replacement.
Sent from my Nexus 6P using XDA-Developers Legacy app
I did hammer google for a couple weeks to no avail - now that I have charged the new Nexus 6p from Huawei I have am pleased to report the replacement device they sent me is as good as it was when it was brand new. The device has zero battery degradation, and hasn't had a battery shutdown problem at all even though I was trying to trigger it through going on a walk in the cold this morning while suddenly using the camera. Other than the headache of losing a few pictures and spend $164 that I shouldn't have had to spend in the first place for a hardware malfunction...... I am very pleased to be rocking a solid Nexus 6p
---------- Post added at 08:17 PM ---------- Previous post was at 08:14 PM ----------
CyberpodS2 said:
I agree, to keep hammering them for a replacement is the right move. One thing to keep in mind is many of the recent reports about interactions with Huawai have indicated they seem to be trending towards playing hardball. Sooner than later would be my advice on working them for a replacement.
Sent from my Nexus 6P using XDA-Developers Legacy app
Click to expand...
Click to collapse
Huawei was nothing but quick and efficient with my order. They didn't grant me an out of warranty replacement, but they did get me a new device within a week of their shop receiving it. Also, for posterity, they sent me a Huawei brand pen. HAHAHA. That kinda added insult to injury - just the same - I wouldn't believe all the complaints about Huawei's lack of costumer service - they were quick in all my interactions with them.
mikeygeer said:
I did hammer google for a couple weeks to no avail - now that I have charged the new Nexus 6p from Huawei I have am pleased to report the replacement device they sent me is as good as it was when it was brand new. The device has zero battery degradation, and hasn't had a battery shutdown problem at all even though I was trying to trigger it through going on a walk in the cold this morning while suddenly using the camera. Other than the headache of losing a few pictures and spend $164 that I shouldn't have had to spend in the first place for a hardware malfunction...... I am very pleased to be rocking a solid Nexus 6p
---------- Post added at 08:17 PM ---------- Previous post was at 08:14 PM ----------
Huawei was nothing but quick and efficient with my order. They didn't grant me an out of warranty replacement, but they did get me a new device within a week of their shop receiving it. Also, for posterity, they sent me a Huawei brand pen. HAHAHA. That kinda added insult to injury - just the same - I wouldn't believe all the complaints about Huawei's lack of costumer service - they were quick in all my interactions with them.
Click to expand...
Click to collapse
Hey,
They were just "quick" to ask you some money and nothing else... For something you shouldn't have had to pay for. That's all I see here.
Did you get someone/something telling you it won't ever happen again? Or did they/it also said: goodbye, see you next year? Since they didn't acknowledge the issue, no one knows if they ship crappy batteries/motherboards/phones or if they manufactured new batteries/motherboards/phones which is unlikely.
And this is supposed to be a good customer service? Damn it...
May I ask you what is your build date in bootloader > barcodes? Just so you know what to expect? Also we can have an idea...
Thanks...
I had bought the Nexus 6P from a friend. No receipt or anything. Since my phone bootloop like everyone else , I decided to go into the main boot screen and chose " barcode ". in that screen , it will show seriel # , IMEI # , model # and build date of the phone, which was 03/04/2016. Knowing that the phone was produced back in march , I know that the warranty can't be expired. I decided to call Huawei. The warranty did not expired yet. I was lucky to call in and inquire about getting it repaired.
So if you bought a phone , and not sure of the warranty , go into the recovery screen , toggle through the menu ( recovery, bootloader , start , barcode )and choose barcode to see the detail of the phone and check the production date.
510jungleboy said:
I had bought the Nexus 6P from a friend. No receipt or anything. Since my phone bootloop like everyone else , I decided to go into the main boot screen and chose " barcode ". in that screen , it will show seriel # , IMEI # , model # and build date of the phone, which was 03/04/2016. Knowing that the phone was produced back in march , I know that the warranty can't be expired. I decided to call Huawei. The warranty did not expired yet. I was lucky to call in and inquire about getting it repaired.
So if you bought a phone , and not sure of the warranty , go into the recovery screen , toggle through the menu ( recovery, bootloader , start , barcode )and choose barcode to see the detail of the phone and check the production date.
Click to expand...
Click to collapse
Hello,
Actually it's the bootloader, not the recovery screen... :good:
You can also go on Huawei site and enter your IMEI. It will give you the warranty's period.
Also, you are lucky. Depending on who answer the call at Huawei, they refuse to repair/replace the phone without the receipt.
Cheers...
Sorry for hijacking the thread but I'm suffering from the early shut down and have contacted Huawei who have confirmed the phone is still in warranty until end of this year and have created an RMA.
However they've sent me the envelope to post the phone back but state you need to return with the a copy of the receipt which I don't have as I purchased it from eBay. It was originally purchased from CPW and was unlocked! Can someone please confirm if Huawei accept warranty returns without the receipt?
Note... I'm in the UK and the phone was purchased from CPW in the UK.
Sent from my Nexus 6P using Tapatalk
mchu6am4 said:
Sorry for hijacking the thread but I'm suffering from the early shut down and have contacted Huawei who have confirmed the phone is still in warranty until end of this year and have created an RMA.
However they've sent me the envelope to post the phone back but state you need to return with the a copy of the receipt which I don't have as I purchased it from eBay. It was originally purchased from CPW and was unlocked! Can someone please confirm if Huawei accept warranty returns without the receipt?
Note... I'm in the UK and the phone was purchased from CPW in the UK.
Click to expand...
Click to collapse
Hey,
It seems like it depends who you talk to at Huawei. Some have been asked for a copy of the receipt, some others haven't. Will they repair it if you send it without the receipt though they have asked for one..?
Not sure, as so much people must have sent them N6P lately due to bad batteries and bootloop... I think they are actually trying to find anything they can to refuse the repair for those who are not original owners. At least people who don't own the receipt.
Hoping I'm wrong and you'll get your phone back, up and running..!
Good luck...
My 6p shut down at approx 40% twice last week (on Dirty Unicorn) and according to Huawei, I only have 1 more month of warranty left. I just sent in the pictures, imei and s/n and now they'll send me a label. I plan on flashing the August factory image and locking the bootloader before sending it in, of course.
so...how long will I be without a phone? I don't have a backup.
i have nexus 6p bootloop and iy is in waranty how i can replace it
mikeygeer said:
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
Click to expand...
Click to collapse
i have nexus 6p bootloop and iy is in waranty how i can replace it
mmadney said:
i have nexus 6p bootloop and iy is in waranty how i can replace it
Click to expand...
Click to collapse
Have you tried speaking to Google or Huawei about it? Thats really the first and only step. Like I said before I mine was OUT of warranty so I just paid the money for Hauwei to fix or replace the device. Call them! They will ask you questions and take you through the whole process.
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?