Welcome to our peer-to-peer forums, where owners help owners. Need help now? Visit eSupport here.

Motorola Community

Moto G Phonesmoto g9 plus
All Forum Topics
Options

2 Posts

06-14-2021

United Kingdom of Great Britain and Northern Ireland

6 Signins

15 Page Views

  • Posts: 2
  • Registered: ‎06-14-2021
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 15
  • Message 1 of 4

Moto G9 Plus Accident Damage Protection

2021-06-14, 20:31 PM

Hi,

 

I purchased a Moto G9 Plus from Lenovo (UK) in Sept last year and it came with 2 years accident damage protection. Unfortunately the screen has become cracked and I've been trying to get it replaced.  I started by following the support details on the original purchase emails, spoke to 3 different customer service agents at Lenovo, various people behind @LenovoSupport on Twitter and received multiple responses on how to start the process, none of them were the same or seem to be correct.  

 

I've found the process to be very disjointed being bounced from Lenovo to Moto, from humans to web forms (sometimes not working) and back and I'm thoroughly frustrated with the whole experience.

 

I've got all the purchase documentation, invoices, delivery documents including separate PDF's for the phone and ADP and have provided it at least 3 times in 3 different processes but I'm getting nowhere.

 

The phone belongs to my daughter and I want to get it fixed can anyone point me to the correct starting point or help?

 

Thanks

 

Alex

 

 

 

 

Reply
Answer
Options

226 Posts

04-03-2018

United Kingdom of Great Britain and Northern Ireland

460 Signins

3667 Page Views

  • Posts: 226
  • Registered: ‎04-03-2018
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 3667

Re:Moto G9 Plus Accident Damage Protection

2021-06-15, 8:47 AM

@ AlexMaher wrote:

Hi,

 

I purchased a Moto G9 Plus from Lenovo (UK) in Sept last year and it came with 2 years accident damage protection. Unfortunately the screen has become cracked and I' been trying to get it replaced.  I started by following the support details on the original purchase emails, spoke to 3 different customer service agents at Lenovo, various people behind @LenovoSupport on Twitter and received multiple responses on how to start the process, none of them were the same or seem to be correct.  

 

I' found the process to be very disjointed being bounced from Lenovo to Moto, from humans to web forms (sometimes not working) and back and I' thoroughly frustrated with the whole experience.

 

I' got all the purchase documentation, invoices, delivery documents including separate PDF' for the phone and ADP and have provided it at least 3 times in 3 different processes but I' getting nowhere.

 

The phone belongs to my daughter and I want to get it fixed can anyone point me to the correct starting point or help?

 

Thanks

 

Alex

 

 

 

 

 

Hi Alex, 

 

We have checked in our system and it seems your case is already with one of our UK Technical Support agents. They are escalating it to the department in charge of ADP claims, so you should hear from them soon. 

 

Kind regards, 

 

Sara

Reply

Replies(3)
Answer
Options

226 Posts

04-03-2018

United Kingdom of Great Britain and Northern Ireland

460 Signins

3667 Page Views

  • Posts: 226
  • Registered: ‎04-03-2018
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 3667
  • Message 2 of 4

Re:Moto G9 Plus Accident Damage Protection

2021-06-15, 8:47 AM

@ AlexMaher wrote:

Hi,

 

I purchased a Moto G9 Plus from Lenovo (UK) in Sept last year and it came with 2 years accident damage protection. Unfortunately the screen has become cracked and I' been trying to get it replaced.  I started by following the support details on the original purchase emails, spoke to 3 different customer service agents at Lenovo, various people behind @LenovoSupport on Twitter and received multiple responses on how to start the process, none of them were the same or seem to be correct.  

 

I' found the process to be very disjointed being bounced from Lenovo to Moto, from humans to web forms (sometimes not working) and back and I' thoroughly frustrated with the whole experience.

 

I' got all the purchase documentation, invoices, delivery documents including separate PDF' for the phone and ADP and have provided it at least 3 times in 3 different processes but I' getting nowhere.

 

The phone belongs to my daughter and I want to get it fixed can anyone point me to the correct starting point or help?

 

Thanks

 

Alex

 

 

 

 

 

Hi Alex, 

 

We have checked in our system and it seems your case is already with one of our UK Technical Support agents. They are escalating it to the department in charge of ADP claims, so you should hear from them soon. 

 

Kind regards, 

 

Sara

0 person found this solution to be helpful.

This helped me too

Reply
Options

2 Posts

06-14-2021

United Kingdom of Great Britain and Northern Ireland

6 Signins

15 Page Views

  • Posts: 2
  • Registered: ‎06-14-2021
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 15
  • Message 3 of 4

Re:Moto G9 Plus Accident Damage Protection

2021-06-17, 19:38 PM

Thank you, they have been in touch.

Reply
Options

3642 Posts

03-04-2016

India

1237 Signins

58955 Page Views

  • Posts: 3642
  • Registered: ‎03-04-2016
  • Location: India
  • Views: 58955
  • Message 4 of 4

Re:Moto G9 Plus Accident Damage Protection

2021-06-18, 4:33 AM

@ AlexMaher wrote:

Thank you, they have been in touch.

Hi AlexMaher,

 

Glad to know that, please don't hesitate to reach out to us if you have any further questions/concerns.

 

Regards

Sandip



Did someone help you today? Press the thumbs up icon on the bottom right to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

We value your opinion. Read More

Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save

X

Delete

X

No, I don’t want to share ideas Yes, I agree to these terms