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07-02-2016

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Warranty repair Moto 360 1st gen UK

2016-07-02, 20:50 PM

I have sent my 360 to SBE for a warranty repair. The issue is a cracked back. I have been tracking it's progress on the SBE website. Everything seems to be going OK, if you exclude the shocking lack of any form of communication from SBE or Motorola. But today a message and a photo were added that I'm confused/concerend about.

 

There has appeared a BER photograph. The photo is of my receipt which I sent as requested.

 

I am assuming the BER means its beyond economical repair? So what happens now? Is the watch going to be replaced? 

 

I hope someone can shed some light for me.

 

Thanks

 

Darren.

 

 

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2137 Posts

07-20-2012

United Kingdom

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Re: Warranty repair Moto 360 1st gen UK

2016-07-04, 12:13 PM

Hey,

 

The technician says it's not going to be that long and hopes to have it sent off before the end of the week if everything goes well.

 

Cheers,

Nicole

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28352 Posts

02-02-2016

United States of America

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Re: Warranty repair Moto 360 1st gen UK

2016-07-03, 13:44 PM

wrote:

I have sent my 360 to SBE for a warranty repair. The issue is a cracked back. I have been tracking it's progress on the SBE website. Everything seems to be going OK, if you exclude the shocking lack of any form of communication from SBE or Motorola. But today a message and a photo were added that I'm confused/concerend about.

 

There has appeared a BER photograph. The photo is of my receipt which I sent as requested.

 

I am assuming the BER means its beyond economical repair? So what happens now? Is the watch going to be replaced? 

 

I hope someone can shed some light for me.

 

Thanks

 

Darren.

 

 


Who is SBE? Did you get an RMA number from Motorola or is this a retailer? 

 

If you have an RMA number from Motorola, then on monday, I can ask a Motorola rep to take a look. 

 

I have never heard of the acronym BER either, but if your watch is under warranty, and you sent it to Motorola, they will repair or replace covered issues. The cracked back has been covered in the past. 


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7 Posts

07-02-2016

UK

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Re: Warranty repair Moto 360 1st gen UK

2016-07-03, 14:44 PM

Hi AlphaDog,

 

Thanks for getting back to me :)

 

SBE are the company in the UK who Motorola use for their repairs.

 

I think that the RMA number is 160627-007709, it's not very clear. The communicaion has been poor.

 

I would be grateful if you could find out some more information for me though, have been without it for almost a week and I have heard some horror stories about watches not being replaced for months due to stock shortages..

 

Thanks again

 

Darren.

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Re: Warranty repair Moto 360 1st gen UK

2016-07-03, 14:53 PM

wrote:

Hi AlphaDog,

 

Thanks for getting back to me :)

 

SBE are the company in the UK who Motorola use for their repairs.

 

I think that the RMA number is 160627-007709, it's not very clear. The communicaion has been poor.

 

I would be grateful if you could find out some more information for me though, have been without it for almost a week and I have heard some horror stories about watches not being replaced for months due to stock shortages..

 

Thanks again

 

Darren.


 

Did you contact Motorola first for this repair? I just want to pass on the facts. The method i am familiar with, is you contact Motorola, they provide the RMA and shipping address for repair center, so I would have expected you to have the RMA in an email or via phone. 


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7 Posts

07-02-2016

UK

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Re: Warranty repair Moto 360 1st gen UK

2016-07-03, 15:02 PM

Hi

 

I did indeed contact Motorola first via live chat. I didn't receive anything described as an RMA (although I expected one) just the number I quoted above. Motorola refer to it as "Customer Reference number: 160627-007709". I have several emails from Motorola regarding this and have both phoned and had a couple of live chats with people and I have always quoted this number.

 

Thanks

 

Darren.

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28352 Posts

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Re: Warranty repair Moto 360 1st gen UK

2016-07-03, 15:19 PM

Thanks for the clarification. I will see if someone can look into this for you. 


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2137 Posts

07-20-2012

United Kingdom

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Re: Warranty repair Moto 360 1st gen UK

2016-07-04, 11:19 AM

Hey Darren, 

 

I've checked with the number and I can see that there is conflicing information indeed on the repair tracker. It has been changed to 'In warranty' however, so whatever caused the repair centre to classify it as 'out of warranty' at first has been changed and the quote would not apply anymore. 

 

I am happy to ask for a status update on the repair for peace of mind though, give me a few.

 

Cheers,

Nicole

 

 

EDIT: BER indeed means Beyond Economical Repair, but if your watch cannot be repaired in warranty, it would be replaced. I will definitely ask for clarification, but the fact that your device is marked as 'in warranty' is the most important detail here.

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7 Posts

07-02-2016

UK

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Re: Warranty repair Moto 360 1st gen UK

2016-07-04, 11:25 AM

Hi Nicole,

 

Thanks for the update, it's appreciated.

 

Is there any timescale on the return of the watch? I am really lost without it?

 

Also could I be really cheeky and ask for a metal strap to come back with the watch? I don't want the back to crack again.

 

Thanks

 

Darren.

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2137 Posts

07-20-2012

United Kingdom

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Re: Warranty repair Moto 360 1st gen UK

2016-07-04, 11:28 AM

Hey Darren, 

 

I've asked for the time frame as well. 

 

The metal band is a £40 upsell option on the Motomaker. I mean I can ask but I will most likely be told to go away. :)

 

I will let you know when I get an answer. 

 

Cheers,

Nicole

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7 Posts

07-02-2016

UK

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  • Message 10 of 14

Re: Warranty repair Moto 360 1st gen UK

2016-07-04, 11:37 AM

Hi Nicole,

 

Thanks again. 

 

Darren.

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