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> Motorola: Even the service sucks
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I bought my wife a magenta RAZR, identical to the T-Mobile one, for Valentine's Day this year. I purchased it unlocked/unbranded from a US retailer (not eBay). 7 months later, it refuses to charge. Different chargers produce the same result, so it likely just needs a new battery, right?
We used the stupid "HelloMoto" site to initiate the RMA process, and we send in the phone per their directions. Even though there's a check-box on the on-line phone for "phone won't charge," they require the phone get sent
without the battery. 3 weeks later, it comes back untouched, with an invoice stating the phone could not be repaired due to "incompatible software."
Huh?
First of all, this is likely a hardware problem, so what does software have to do with anything? Second, the "software" is only whatever was on the phone in the first place. Third, you'd think they would at least have tried a new battery in there before doing anything else.
We called the number listed on the invoice, which led to the all-too-predictable result: labyrinth of manu choices, long wait, overseas representative that can barely speak English. He reviews the "case" and says the phone was imported and therefore not covered by Motorola's one year warranty.
I repeats: Huh?
The phone, manufactured by an American company, was purchased at an American shop by Americans for use in America. Furthermore, except for some carrier branding, it is identical to one of the RAZRs carried by T-Mobile in - you guessed it - America. Why does it matter if it was an overseas unit imported back into the US?
After some arguing, the rep gave in and agreed to send us a free battery. Gee, Mister Wizard, what a brilliant solution!
This is a far cry from the
policy regarding my W810: it's a model they sell in the US, and I bought from a US retailer, so they have to honor the warranty.
Looks like my wife's next phone will be
as well!
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Posted: 2006-11-09 21:39:28
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i thought motos shipped with a worldwide warranty??
hmmmm.........
fatreg
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Posted: 2006-11-09 22:23:19
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stick with
my friend, if they (se customer service) cant help we can help you here at esato
well at times
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Posted: 2006-11-09 22:31:12
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Quote:
On 2006-11-09 22:23:19, fatreg wrote:
i thought motos shipped with a worldwide warranty??
hmmmm.........
fatreg
It seems a lot has changed at Moto recently. They used to give you a new phone right away, pretty much regardless of the problem you were having, and asked only that you shipped your old phone back when you received the new one. No more
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Posted: 2006-11-10 17:11:58
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Quote:
On 2006-11-09 22:31:12, PeterKay wrote:
stick with
my friend, if they (se customer service) cant help we can help you here at esato
well at times
Too true...
My wife really wanted that Magenta RAZR at the time. After this debacle, she's thinking about a W710 - in Hatha Violet, of course
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Posted: 2006-11-10 20:39:01
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i thought Moto had no service!!!
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Posted: 2006-11-10 21:22:00
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Mobile phone manufactures have different warranty from different countries.
If you buy a SE Phone in ay country then this is covered with a worldwide warranty.
If you buy a Motorola from the UK then this is covered worldwide, however if you buy from the USA its covered in usa and canada only.
This is the Link for Motorola warranty USA
http://direct.motorola.com/he[....]rt/source/warranty_general.pdf
** Be warned people **
This isnt just a motorola thing, Most companies in USA and Canada have now adapted to there own warranty and some warranties are now only covered by the first 90 days from receipt.
You heard it right 90 days.
If you buy products abroad then make sure you obtain a worldwide warranty certificate.
Also changing software or unlocking it with out using the correct code, this will also now invalidate warranty in the uk and usa.
Manufactures check the software of the phone/unlock menu by using special software. This tells them what has been done to the phone.
If anything has changed then the phone compaines will no longer accept the phone back (No matter what fault its sent in for)
Hope this helps
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Posted: 2006-11-10 22:04:08
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On 2006-11-10 22:04:08, darrengf wrote:
Mobile phone manufactures have different warranty from different countries.
If you buy a SE Phone in ay country then this is covered with a worldwide warranty.
in the USA told me that you have to buy the phone from a retailer in your own country, in order to get warranty service in that same country. So my W810, despite being an APAC-market model, was purchased from a US retailer, and thus covered by
USA.
Quote:If you buy a Motorola from the UK then this is covered worldwide, however if you buy from the USA its covered in usa and canada only.
The V3 in question was purchased from a US retailer, however said retailer imported the phone from the UK. Which was more detail then the support rep with whom we spoke could handle.
Quote:This isnt just a motorola thing, Most companies in USA and Canada have now adapted to there own warranty and some warranties are now only covered by the first 90 days from receipt.
I sure hope
sticks with 1-year for a long, long time!
Quote:If you buy products abroad then make sure you obtain a worldwide warranty certificate.
How do you obtain one?
Quote:Also changing software or unlocking it with out using the correct code, this will also now invalidate warranty in the uk and usa.
Manufactures check the software of the phone/unlock menu by using special software. This tells them what has been done to the phone.
If anything has changed then the phone compaines will no longer accept the phone back (No matter what fault its sent in for)
The phone in question was purchased already unlocked & unbranded. It's had no firmware other than what it had "in the box." Is the addition of a WAP profile a modification in Moto's eyes? What about downloading and installing J2ME apps?
Anyway, a free new battery is on its way to us. I sure hope that's the end of it.
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Posted: 2006-11-10 22:36:09
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