Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
11pt; font-family: Calibri,sans-serif;">Sent: Wednesday, February 18, 2015 1:07 PMTo: drteamCc: [redacted]Subject: Complaint HAS NOT been Resolved - Money nor Product Has Not Been Sent To Me YET 2-18-2015 [redacted] 1**5 [redacted] , MO64034
Regards,
In the past we received a charge back from this customer. Due to receiving this charge back we will not do any future business with the customer. Therefore, we will be unable to process a...
replacement for this customer's device. We consider this resolved.
Revdex.com:
This letter is to inform you that Motorola Repair Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/23/2016 and assigned ID [redacted]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[redacted] Sent: Monday, November 16, 2015 2:53 PM[redacted]Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
I don't want any of their statement are truly honest so I am not going to accept any charges of their equipment defected there is an insurance over that phone with T-Mobile .. What Motorola is doing to me as customer ripping me off for a defected equipment,they know and they are not going to do that me .
Regards,
Sent: Friday, October 16, 2015 1:50 PMSubject: Claim # [redacted] To whom it may concern, We have been going back and forth with this customer regarding a refund that the customer is requesting. We have already made it clear to the customer that we will not be refunding him for what he is requesting. The customer processed an exchange with us on 5/1/2015, he had physical damage on his device that he was told he would have to pay for. The customer was then charged the authorization hold that was placed on his card for $250 plus tax, this is what the customer was incorrectly charged. The customer was not charged for the physical damage fee. We processed a refund for the authorization hold. However, since the customer was never charged the physical damage fee, the charge has been deducted from the authorization hold refund. The customer was refunded $159.00. The customer also received a $25 discount on the physical damage fee as his device was initially prelogged incorrectly as a [redacted] rather than a 2nd [redacted]. Per Motorola's manufacturer warranty, physical damage is not covered.
Cracked screens are not covered under the 1 year manufacturer's warranty which can be found at the below link. We have reviewed the customer's device in our systems to check for overheating and the device never got above 35 degrees celsius. Overheating does not occur unless a device reaches 57...
degrees celcius or higher. If this were to occur the device would immediately shut down and go into cool down mode. The device would then not turn back on until the device reached safe temperatures.
The customer has been provided with our replacement options and will be charged a fee for the cracked screen in the amount of $125 plus tax. If the customer does not wish to proceed with these options we consider this resolved. https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ />
Ashley [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Thursday, November 12, 2015 7:34 PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
the balance due must be no less than tomorrow November 12,2015
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I feel that my phone has over heated and I' not even sure how Motorola has the ability to conclude that my cell phone didn't over heat since the cell phone is still in my posssession. Plus my phone does have software malfuctions. My apps are closing out. When dialing the number the screen will black out. It won't let me access my voice mail. My cell phone wasn't even picking up my phone calls correctly and cuts out. I constantly have to shut it off and turn it back on. I had explained all this. Now I'm just going into further detail because these glitches started happening when my cell phone started to begin over heating. And I mentioned this all in my verbal complaint when I contacted them. They are not applying the warrenty to me properly since the over heating is covered under the warrenty and was initially what caused the first crack. Also software malfunctuions are covered under the warrenty since my phone was constantly glitching when it started to over heat. Motorola isn't making themselves clear. I'm not sure if they are asking $125 plus tax to simply replace the glass and ignore the rest of the cell phone's issue or if they are asking for $125 plus tax to replace my entire cell phone so I won't have these constant malfunction issues. I've never had such bad customer service with a cell phone company. This phone cost a few hundred dollars and they won't take any responablity for their own product. Apple has better warrenty then this company since they are willing to replace a Ipod for less then a $100 if there is a software malfunction issue after a year purchase. This phone has a long list of issues and I want a replacment phone for $125 plus tax. Not a temporary bandage with a fixed screen. Plus, I'm the one that opened this case with the Revdex.com. It's not fair for Motorola to bend my arm saying if I don't accept their terms I take it or leave it. They aren't even bothering to look for my best interest. So, please if Ashley can't handle this situation then I want to speak with her supervisor or with with someone can have way more knowledge about customer care that will better represent Motorola. If I didnt got Motocare. That is how Motorola call his insurance. I didnt because I never thought in a millian years I'm going to get a defective phone direntaly from Motorola Company also Motorola advertise 30 days risck free. I purchase this phone less them 15 days.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would...
not resolve my complaint. SO CALL ME TONIGHT SO WE CAN TROUBLESHOOT. IT SHOULD NOT TAKE 15 [redacted] DAYS
Regards,
The customer received his replacement device on 12/10/14 under tracking number [redacted]. We will reach out to the customer to inquire if he has any additional questions or concerns.
The customers device has been sent back via Fed Ex tracking number [redacted] and is expected to be delivered back to the customer today, 9/14/15. We consider this resolved.
Ashley
[redacted]
The customer has been upgraded to a Droid Turbo, considering this issue resolved
We will be reaching out to the customer to resolve.
Ashley
[email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
11pt; font-family: Calibri,sans-serif;">Sent: Wednesday, February 18, 2015 1:07 PMTo: drteamCc: [redacted]Subject: Complaint HAS NOT been Resolved - Money nor Product Has Not Been Sent To Me YET 2-18-2015 [redacted] 1**5 [redacted] , MO64034
Regards,
In the past we received a charge back from this customer. Due to receiving this charge back we will not do any future business with the customer. Therefore, we will be unable to process a...
replacement for this customer's device. We consider this resolved.
Revdex.com:
This letter is to inform you that Motorola Repair Center has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/23/2016 and assigned ID [redacted]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[redacted] Sent: Monday, November 16, 2015 2:53 PM[redacted]Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
I don't want any of their statement are truly honest so I am not going to accept any charges of their equipment defected there is an insurance over that phone with T-Mobile .. What Motorola is doing to me as customer ripping me off for a defected equipment,they know and they are not going to do that me .
Regards,
Sent: Friday, October 16, 2015 1:50 PMSubject: Claim # [redacted] To whom it may concern, We have been going back and forth with this customer regarding a refund that the customer is requesting. We have already made it clear to the customer that we will not be refunding him for what he is requesting. The customer processed an exchange with us on 5/1/2015, he had physical damage on his device that he was told he would have to pay for. The customer was then charged the authorization hold that was placed on his card for $250 plus tax, this is what the customer was incorrectly charged. The customer was not charged for the physical damage fee. We processed a refund for the authorization hold. However, since the customer was never charged the physical damage fee, the charge has been deducted from the authorization hold refund. The customer was refunded $159.00. The customer also received a $25 discount on the physical damage fee as his device was initially prelogged incorrectly as a [redacted] rather than a 2nd [redacted]. Per Motorola's manufacturer warranty, physical damage is not covered.
Cracked screens are not covered under the 1 year manufacturer's warranty which can be found at the below link. We have reviewed the customer's device in our systems to check for overheating and the device never got above 35 degrees celsius. Overheating does not occur unless a device reaches 57...
degrees celcius or higher. If this were to occur the device would immediately shut down and go into cool down mode. The device would then not turn back on until the device reached safe temperatures.
The customer has been provided with our replacement options and will be charged a fee for the cracked screen in the amount of $125 plus tax. If the customer does not wish to proceed with these options we consider this resolved.
https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ /> Ashley
[email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Thursday, November 12, 2015 7:34 PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
the balance due must be no less than tomorrow November 12,2015
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I feel that my phone has over heated and I' not even sure how Motorola has the ability to conclude that my cell phone didn't over heat since the cell phone is still in my posssession. Plus my phone does have software malfuctions. My apps are closing out. When dialing the number the screen will black out. It won't let me access my voice mail. My cell phone wasn't even picking up my phone calls correctly and cuts out. I constantly have to shut it off and turn it back on. I had explained all this. Now I'm just going into further detail because these glitches started happening when my cell phone started to begin over heating. And I mentioned this all in my verbal complaint when I contacted them. They are not applying the warrenty to me properly since the over heating is covered under the warrenty and was initially what caused the first crack. Also software malfunctuions are covered under the warrenty since my phone was constantly glitching when it started to over heat. Motorola isn't making themselves clear. I'm not sure if they are asking $125 plus tax to simply replace the glass and ignore the rest of the cell phone's issue or if they are asking for $125 plus tax to replace my entire cell phone so I won't have these constant malfunction issues. I've never had such bad customer service with a cell phone company. This phone cost a few hundred dollars and they won't take any responablity for their own product. Apple has better warrenty then this company since they are willing to replace a Ipod for less then a $100 if there is a software malfunction issue after a year purchase. This phone has a long list of issues and I want a replacment phone for $125 plus tax. Not a temporary bandage with a fixed screen. Plus, I'm the one that opened this case with the Revdex.com. It's not fair for Motorola to bend my arm saying if I don't accept their terms I take it or leave it. They aren't even bothering to look for my best interest. So, please if Ashley can't handle this situation then I want to speak with her supervisor or with with someone can have way more knowledge about customer care that will better represent Motorola. If I didnt got Motocare. That is how Motorola call his insurance. I didnt because I never thought in a millian years I'm going to get a defective phone direntaly from Motorola Company also Motorola advertise 30 days risck free. I purchase this phone less them 15 days.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would...
not resolve my complaint. SO CALL ME TONIGHT SO WE CAN TROUBLESHOOT. IT SHOULD NOT TAKE 15 [redacted] DAYS
Regards,
The customer received his replacement device on 12/10/14 under tracking number [redacted]. We will reach out to the customer to inquire if he has any additional questions or concerns.
We will reach out to the customer.
The customers device has been sent back via Fed Ex tracking number [redacted] and is expected to be delivered back to the customer today, 9/14/15. We consider this resolved.
Ashley
[redacted]
We have spoken with the customer and his refund is being processed. We will contact the customer again as soon as it is complete.