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22 Posts

10-08-2015

IT

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US Motorola refuses to help device in Europe bough in the US

2019-06-29, 17:08 PM

Hi everyone,


My Motorola Moto Z2 Force was bought new from eBay US and unfortunately doesn't have warranty (I live in Italy).

1 month ago the battery started swelling and expanding, forcing the LCD to come out, seeing the state of the battery I disconnected the flex cable and disposed it on a battery bin.

 

Since this was a defective battery I ordered another but the LCD just doesn't have the touch screen working anymore, contacted Motorola to ask where in Italy I could have the phone repaired, which they said it would need to be repaired out-of-warranty but kept giving me the following link to search for places:

 

https://motorola-global-portal.custhelp.com/app/mcp/track-repair/service-center-locator

 

This website only shows authorized repair places in the US which is pretty useless in my case.

Motorola also claimed that I tampered the phone, which I deny since the battery forced the LCD to come out and I just removed the battery for safety.

I have been talking with Motorola over the ticket for the last 1 month and the problem lies they don't send replacement phones to outside the US, so I ask here, where is the international warranty for?

 

As everybody probably knows, you can't buy the shatterproof layer on third parties (was advised by Motorola to buy the LCD+Digitizer on third parties), so basically how can I get the main feature if not from Motorola?

Motorola in Europe says the phone needs to be replaced by Motorola US.

 
Tickets open:
190627-004496
190621-000602
190609-002296


P.S. I provided on the ticket pictures of the phone before the LCD was completely out and after when the battery was out.

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1206 Posts

03-11-2019

US

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  • Message 2 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-07-01, 19:03 PM

Hi NUNOFILIPE,

 

Thank you for posting. Motorola does not have an International warranty. If the device was purchased in the US then you will need to ship it to the US and have it replaced there. Warranty will be based on the region where it is bought. We do not encourage customers buying a phone from a different country as the warranty and carrier compatibility are limited to where it was purchased.

 

Best regards,
Zeke
Motorola Support

 

 


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22 Posts

10-08-2015

IT

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  • Posts: 22
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  • Message 3 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-07-01, 19:16 PM

Thank you for your reply. In this case the phone would be repaired outside warranty but the problem is Motorola support after confirming by 2 different operators that I would need to support the cost to have it sent back I have other Motorola support agents saying that they do not sent to outside of the US, which I keep saying I know then I quote a message on the same ticket.

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1206 Posts

03-11-2019

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  • Message 4 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-07-01, 19:40 PM

Hi NUNOFILIPE,

 

You will need someone who lives in the US to receive the device from Italy and sent it to our warehouse. Once we have a replaced the device we will send it back to his/her US address then that person can send it back to Italy. Since you have mentioned that you opened the phone to dispose of the battery, the warranty for that device is voided and the warehouse will refuse to replace the device even if you pay for the out of warranty fee. There is another repair option which is CPR walk-in repair, that would be different since they have their own repair policy. You may need a person who lives in the area where the nearest repair center is located.

 

Best regards,
Zeke
Motorola Support


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22 Posts

10-08-2015

IT

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  • Message 5 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-07-02, 6:27 AM

I said the battery expanded and made the lcd come out not that I opened the phone, regarding the fee, how can it void a warranty for a phone out of warranty? So the support gives information that I need to pay the cost to have them sent the phone back to Italy and then go back on their word (was said twice on the tickets) and say it's not possible? This is very bad Helpdesk/Support Line.

It's not acceptable that I explain everything in clear English, attach pictures to explain even better and get different responses every single time they reply.

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10 Posts

10-10-2016

GB

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  • Message 6 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-08-12, 17:34 PM

It is the same thing with me - I bought Moto Z4 from Amazon and it came from USA. I need to replace the cracked screen - what would be my best option as I do not have anyone in USA!

 

The support and info is totally lacking of any info regards this and I don't need any waranty or something as I'm ready to pay for the replacement.

 

You guys make this like rocket science and not customer support for your product...

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22 Posts

10-08-2015

IT

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  • Message 7 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-08-12, 21:07 PM

Completely agree! I moved on for a Google Pixel 3a XL! Motorola gives 0 real support when needed! Completely useless reading their own tickets and previous ones!!

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13138 Posts

02-02-2016

US

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  • Message 8 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-08-12, 21:48 PM

 wrote:

Completely agree! I moved on for a Google Pixel 3a XL! Motorola gives 0 real support when needed! Completely useless reading their own tickets and previous ones!!


Just so you know. Google also has the same warranty practice of only servicing phones sold in the country is was purchased. This goes for most manufacturers or sellers. 

Here is a link that states this. https://support.google.com/store/troubleshooter/3070579?hl=en&ref_topic=3244667#ts=7168940%2C9158651

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10 Posts

10-10-2016

GB

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  • Message 9 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-08-14, 21:48 PM

And how that this knowledge solves my problem? I'm a paying customer that want's to pay more and you guys refuse to serve me lol! :)

 

I don't care where the phone has been purchased and how - I need to fix it and you can't help to do it. It is simple as that....

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13138 Posts

02-02-2016

US

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  • Message 10 of 19

Re: US Motorola refuses to help device in Europe bough in the US

2019-08-14, 23:11 PM

The warranty is clearly written. This is a normal practice. Most manufacturers do not do any work on a device that was sold outside the area it originally sold. I would not buy a phone from Japan if I live in the US. I read all information before I make a purchase. It's not Motorola that is at fault here. 

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