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daniel9441
What's DOS?
Posts: 2
Registered: ‎01-07-2015
Views: 597
Message 1 of 2

Motorola repair lost my phone

So, around mid-december, my droid mini's microphones stopped working. I ended up having to send in the phone to the repair facility in Texas. Here is a list of what I've had to do since then. 



12/8/14 – received a RMA 141209021946 (problem “people cannot hear me”) for IMEI/MEID 990002028574455



12/8/14 – got a FedEx shipping label; I shipped the phone.



12/23/14 – Received email from Motorola repair center – “your device has arrived in our repair center”



12/23/14 – Received email from Motorola –“we’ve shipped your replacement device”



12/23/14 – FedEx notification – shipment scheduled to be sent on 12/26/14 – tracking # 772377977584 (phone never left the facility and I never got it)



12/30/14 – Email from Motorola under RMA 141209-021946 asking us to ship the device (which we have already done, and since i never received the phone, I can't ship a device in). Different problem description now – Device won’t power on



12/30/14 – Another FedEx shipping label emailed to me.



1/2/15 – called repair escalation (Paul??). I asked why are they asking for the phone when the repair center still has it?  He closed that RMA and said he would open a new one. Should hear something in 3-5 business days.



1/7/15 – email from Motorola with a new RMA number (150108-016357) asking us to send the device (you already have it, so once again, I can't ship it to the facility).



1/7/15 – FedEx shipping label emailed to us.



1/10/15 – called repair escalation (Frank?).  Blah Blah blah…. No idea where phone is



1/15/15 – called Motorola (Edward?).  blah, blah, blah,…. Hear from us in 3-5 business days.



1/23/15 – received email from Motorola with a THIRD RMA number (150124-023862) to send in the phone!!!!! This is still completely impossible because the REPAIR FACILITY STILL HAS IT. 



So, I haven't had my phone for a MONTH AND A HALF. I doubt I will ever be buying another Motorola phone, but I would AT LEAST like this one back. The phone will cost me $500 to replace since my 2 year contract isn't over yet. This is completely idiotic vicious cycle that needs to be resolved immediately. Anyone with connections to Motorola support, please help!

daniel9441
What's DOS?
Posts: 2
Registered: ‎01-07-2015
Views: 597
Message 2 of 2

Re: Motorola repair lost my phone

*UPDATE*



After 3 months of rma numbers and holding on the landline for hours, Motorola sent me to the white glove department. I now have a moto x gen. 2 on the way. While there is no excuse for a phone being missing for 3 months, I am glad that Motorola finally solved my problem. 



Thanks, 



Daniel Alborn