01-24-2015 09:52 AM
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!
02-11-2015 11:34 AM
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.