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8 Posts

04-01-2016

United States of America

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  • Message 1 of 6

Will i EVER get my phone back?

2016-04-01, 0:47 AM

So back in February, a line about 3/4 of the way down on my Moto x PE stopped working. It wouldnt have been too much of an issue except that line was right over the part of the screen where prompt boxes would pop up and i couldnt ever press cancel or go forward. I couldnt scroll on webpages because when it hit that spot it would click instead of scroll and it was just a mess.

I bought the phone in October and knew i was still under their 1 year warranty. So, i sent the phone back to motorola with the notion that i would either get a new phone, or some kind of contact within a week/ 2 weeks.. 3 weeks later i call them back (had to search to find any phone number to call) and they tell me the ticket was canceled but no one knows why. I ended up calling back 3 more times before anyone told me what was happening.

Their explanation was that they would open the ticket to get the warehouse to send off a phone to me, but they wanted to charge me an out of warranty fee, even though i am still under warranty, and so the ticket was canceled. But it would only get reopened if i called back to find out what was happening.

Ive called them about 10 or 11 times, pretty much every fews days and nothings changed.

Open ticket - out of warranty fee - cancel ticket.

Because i can only talk to the "escalation department" and they cant do anything but email people, there have been no answers or results to me calling. Its now been 7 weeks since they have had my phone, and its looking like i will never get a phone back.

Does anyone have ANY advice at all on what i can do, or who i can talk to, to get my phone back? I'm technically still paying for it with moto credit, which seems absurd because i dont even have the phone anymore!

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13997 Posts

02-02-2016

United States of America

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  • Message 2 of 6

Re: Will i EVER get my phone back?

2016-04-01, 15:38 PM

wrote:

So back in February, a line about 3/4 of the way down on my Moto x PE stopped working. It wouldnt have been too much of an issue except that line was right over the part of the screen where prompt boxes would pop up and i couldnt ever press cancel or go forward. I couldnt scroll on webpages because when it hit that spot it would click instead of scroll and it was just a mess.

I bought the phone in October and knew i was still under their 1 year warranty. So, i sent the phone back to motorola with the notion that i would either get a new phone, or some kind of contact within a week/ 2 weeks.. 3 weeks later i call them back (had to search to find any phone number to call) and they tell me the ticket was canceled but no one knows why. I ended up calling back 3 more times before anyone told me what was happening.

Their explanation was that they would open the ticket to get the warehouse to send off a phone to me, but they wanted to charge me an out of warranty fee, even though i am still under warranty, and so the ticket was canceled. But it would only get reopened if i called back to find out what was happening.

Ive called them about 10 or 11 times, pretty much every fews days and nothings changed.

Open ticket - out of warranty fee - cancel ticket.

Because i can only talk to the "escalation department" and they cant do anything but email people, there have been no answers or results to me calling. Its now been 7 weeks since they have had my phone, and its looking like i will never get a phone back.

Does anyone have ANY advice at all on what i can do, or who i can talk to, to get my phone back? I'm technically still paying for it with moto credit, which seems absurd because i dont even have the phone anymore!


What is your RMA number?  

Comment in the spirit of COMMUNITY: "Share experiences / expertise, engage in the discussions, and offer advice and suggestions."
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8 Posts

04-01-2016

United States of America

9 Signins

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  • Posts: 8
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  • Message 3 of 6

Re: Will i EVER get my phone back?

2016-04-01, 16:50 PM
160205-008966
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642 Posts

06-15-2015

184 Signins

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  • Message 4 of 6

Re: Will i EVER get my phone back?

2016-04-04, 19:59 PM

wrote:
160205-008966

Hello, I see that another member of my team has been working on your case.  She is out of the office today.  It looks as if there was an issue with the RMA and our IT dept. is working on a resolution.  I have reached out looking for updates.  Either myself or Abigail that has been working with you will update you as soon as we have more information.  Sorry again for the continuous delay.

 

Regards,

Kari

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642 Posts

06-15-2015

184 Signins

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  • Message 5 of 6

Re: Will i EVER get my phone back?

2016-04-04, 20:28 PM

wrote:

wrote:
160205-008966

Hello, I see that another member of my team has been working on your case.  She is out of the office today.  It looks as if there was an issue with the RMA and our IT dept. is working on a resolution.  I have reached out looking for updates.  Either myself or Abigail that has been working with you will update you as soon as we have more information.  Sorry again for the continuous delay.

 

Regards,

Kari


As there was issues with your RMA.  I had to create a new one.  Please disregard the emails with return label and shipping instructions.  Your New RMA is 160405-012017.  I will work with the ware house to get this shipped out ASAP.

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642 Posts

06-15-2015

184 Signins

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  • Posts: 642
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  • Views: 2513
  • Message 6 of 6

Re: Will i EVER get my phone back?

2016-04-05, 19:33 PM

wrote:
160205-008966

I am still working on this RMA.  I don't want you to think I forgot.  

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