So last week, certainly by my own fault, my Moto X Pure took a swim. It got quite hot very quickly and then it was toast. No worries though. I bought the 24 Month Accidental Damage Protection Plan. At most, I was going to be out the deductible and a phone for a short time, but that's the price you pay for diving in a pool and forgetting that your phone was in your pocket, right?
*sigh*
So upon placing my first phone call to Motorola, they looked up my IMEI, determined that I had the ADP, but that water damage wasn't covered. This, of course, angered me to no end because I specifically remembered this exact graphic from their website when I bought it.
Unless I'm misreading that, it says pretty specifically that liquid damage is covered. So they escalated my issue to another department, who got back to me the next day, informing me that the agent was mistaken and that I should be able to use my warranty through the website.
So I did. I filled out the request form, which was actually a lot simpler than talking to someone on the phone, and I was given an RMA. I was charged the deductible and a 0 hold was placed on my card until I returned the other phone. Perfect, right?
Well, for about three days, the status of my RMA sat in pending.
And then I got this grammatical nightmare of an email.
ARE YOU KIDDING ME?!
So I called that number within seconds and got a rep who told me that gentleman who canceled my RMA was mistaken, but he assured me that they'd make up for the error by waiving the 0 hold and only charging me the . He said that in 24 hours, I'd receive a code that would allow me to use Moto Maker to place a new order and it should ring up at .
24 hours later, nothing.
*sigh*
Called them. This rep said that everything looked good on my RMA and that the codes can take up to 48 hours. Fine.
24 hours later, still nothing.
Called them again! This red said that everything looked good on my RMA and that the codes can take up to 72 hours. WTF? It seems a day keeps getting added.
Finally, this evening, my code showed up in my email. Perfect, right? Of course not, because the code was only valid for 9, and did not include any of the add-ons, such as the storage and the fact that I had a wood back. So I called them again, got it rectified, got my order placed.
AHHHH!
*sigh*
So upon placing my first phone call to Motorola, they looked up my IMEI, determined that I had the ADP, but that water damage wasn't covered. This, of course, angered me to no end because I specifically remembered this exact graphic from their website when I bought it.
Unless I'm misreading that, it says pretty specifically that liquid damage is covered. So they escalated my issue to another department, who got back to me the next day, informing me that the agent was mistaken and that I should be able to use my warranty through the website.
So I did. I filled out the request form, which was actually a lot simpler than talking to someone on the phone, and I was given an RMA. I was charged the deductible and a 0 hold was placed on my card until I returned the other phone. Perfect, right?
Well, for about three days, the status of my RMA sat in pending.
And then I got this grammatical nightmare of an email.
Quote:
Dear William, This email is regarding a pending case about your Motorola device. We have an update your case and have done and evaluation for this inconvenience since the equipment was exposed to water that avoids completely the warranty at this time we really sorry for this inconvenience there will RMA ******-****93 will be cancel and you will be released for the security deposit hold that it was placed on your account Repair Escalation Support Team at 1-888-355-8422. Operating hours are Monday through Friday 8am-8pm (EST). Please reference case number ******-****93 when you call in. Thank you, Kevin Gonzalez Motorola Repair Escalation Support Team |
So I called that number within seconds and got a rep who told me that gentleman who canceled my RMA was mistaken, but he assured me that they'd make up for the error by waiving the 0 hold and only charging me the . He said that in 24 hours, I'd receive a code that would allow me to use Moto Maker to place a new order and it should ring up at .
24 hours later, nothing.
*sigh*
Called them. This rep said that everything looked good on my RMA and that the codes can take up to 48 hours. Fine.
24 hours later, still nothing.
Called them again! This red said that everything looked good on my RMA and that the codes can take up to 72 hours. WTF? It seems a day keeps getting added.
Finally, this evening, my code showed up in my email. Perfect, right? Of course not, because the code was only valid for 9, and did not include any of the add-ons, such as the storage and the fact that I had a wood back. So I called them again, got it rectified, got my order placed.
Quote:
Estimated Arrival Date: October 20th |
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