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Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 624
Message 1 of 12

Returned after charge fix, now no sound!

After battling to get my Moto Z fixed ( the well known charging problems that Motorola pretend isn't wide spread ) 

I received my fixed phone back from Lenovo / Motorola. I sold the phone on Ebay as I had suffered enough problems with it. 

The buyer has returned it immediately as there is no sound at all from it now ! So one problem fixed but returned with a new problem.

I have spent £1000s on Motorola / Lenovo products on the last year but am so disappointed with their service these days. 

Senior MotoAgent
Senior MotoAgent
Posts: 5,339
Registered: ‎03-05-2018
Location: US
Views: 570
Message 2 of 12

Re: Returned after charge fix, now no sound!

Hi Wolvesinwales,

 

Sorry to know about that. I'd just like to verify, how long have you been using the repaired phone before you sell it? Have you tested the phone prior selling it? Also, could you please elaborate the issue with the sound? Thanks. 

 

Best regards,
Rich
Motorola Support

Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 564
Message 3 of 12

Re: Returned after charge fix, now no sound!

I didn't use it at all personally before selling it apart from leaving it switched on for 24 hours to ensure the charging issue had been fixed. 

The buyer reported immediately upon receipt that the sound was not working at all and has now returned it and I can confirm despite 3 hard resets there is no sound at all. No sound on music, no sound on YouTube videos, I'm not sure about calls as I have not put a sim on it. But the buyer said there was none on calls either. 

Senior MotoAgent
Senior MotoAgent
Posts: 5,339
Registered: ‎03-05-2018
Location: US
Views: 531
Message 4 of 12

Re: Returned after charge fix, now no sound!

Hi Wolvesinwales,

 

Thanks for responding. I suggest we perform full factory data reset to confirm if this a software or a hardware issue. Here's the link to the instruction. Please let me know if you're able to test it with calls. Once we reset the phone kindly test the sound again. Thanks.

 

Best regards,
Rich
Motorola Support

 

 

Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 497
Message 5 of 12

Re: Returned after charge fix, now no sound!

Hard factory reset done for the third time ( third time this week but probably the tenth this year) , tried a sim card in it and no sound on calls either. 

Senior MotoAgent
Senior MotoAgent
Posts: 5,339
Registered: ‎03-05-2018
Location: US
Views: 451
Message 6 of 12

Re: Returned after charge fix, now no sound!

Hi Wolvesinwales,

 

This is more likely a hardware issue.  Have you tried testing running a diagnostic test? Kindly open Device Help app > Fix >  Hardware > Speaker. If it fails you may need to send back the phone for repair. 

 

Best regards,
Rich
Motorola Support

Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 402
Message 7 of 12

Re: Returned after charge fix, now no sound!

The device help app didn't help.

Did you hear the ringtone? 

No. 

You have a problem with your speaker.

 

Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 319
Message 8 of 12

Re: Returned after charge fix, now no sound!

So what do I do now? 

Wolvesinwales
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Posts: 29
Registered: ‎02-27-2018
Location: GB
Views: 280
Message 9 of 12

Re: Returned after charge fix, now no sound!

Small claims court?
Senior MotoAgent
Senior MotoAgent
Posts: 86
Registered: ‎04-03-2018
Location: GB
Views: 233
Message 10 of 12

Re: Returned after charge fix, now no sound!

Hi Wolvensinwales, 

 

I am really sorry to hear about the issues you are experiencing. In order to help you, could you please send me a DM with the following information?:

 

- Full name.

- Phone number.

- Email address.

-IMEI number of your phone. 

- Copy of proof of purchase. 

 

I look forward to your reply. 

 

Thanks, 

 

Sara

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