Complaint / review text:
I recently submitted a warranty request when my phone had hardware issues on Apr. 24 2015. (My phone is in warranty as it was purchased few months back, RMA # 150430-014006)
I mailed in my device the same day after I received a pre-paid fedex label to send device back. They received the device in repair center April 27th and sent an acknowledgement of receipt. So far so good.
April 28th I get an email back saying they shipped out replacement device. I was ecstatic with the speedy turnaround however the device I received was defective so I call again only to find out that the device I sent was out of warranty. WHAT? If my device was out of warranty in the first place why did they send me a replacement? BIZZARE. So I call back again and was asked to send proof of purchase which I sent immediately. Upon receipt, they send me another fedex label to send back the replacement device. This replacement had issues with the power button not functioning properly. Also I believe it was for another carrier so it wouldnt have worked with my carrier anyways.
After a few days passed, I called again only to be told that they can send me a code for a new moto x 2nd gen since they did not have original moto x in stock. I am not interested in the 2nd gen moto x since its a big phone for my hands however i have to agree since there is no other option, SMH. Later the representative tells me that my original phone was for republic wireless and I will be sent a code for same replacement. WHAT THE HECK! My phone was purchased brand new unlocked and I sent receipt for the same. Why is there so much confusion? The rep I talked to insisted that it was a republic wireless phone so I asked to send my original device back.
This whole deal has taken so much of my time and persistence and my case is still not resolved. I have called support, and been forwarded to the Repair Escalation Service Team several times, with almost over 45 minutes with each of them or I'm lost on hold for literally hours.
I am absolutely frustrated to say the least. Is there some way to resolve this by escalating to another department? I feel like I'm constantly being sent back and forth with no actual resolution. I read several negative reviews for Moto repair escalation department and a few folks suggested contacting 'white glove' department however there is no number provided to contact them.