Question about Moto Care - X 2014 Q&A, Help & Troubleshooting

I have a Moto X headed my way very soon. I purchased Moto Care also. Being that this phone is so beautiful and feels so good in the hand, I want to go with no case and wanted some assurance should I drop the device. My question is how does Moto Care work with a customized device. If I were to drop and break my phone, how do they replace it? Do they send me the same customizations I had before? How broken does it need to be for me to use one of my 3 exchanges. If the screen is cracked or the side is bent is that enough to warrant an exchange?

Not sure what warrants a repair but the send you a code to allow you to customize a new one. You can do a different customization style if you want.

All you have to do is tell them you want to use your moto care and they'll send you a code to create another one. You have 2 options on whether not you want to keep your phone until your new 1 arrives or send your defective phone in first until your new one arrives. The first option requires them to use a credit card so that they will put $500 on hold until they receive your defective phone.
I have already had to use one of my exchanges

Related

[Q] Anyone have a non working Telus Milestone?

I have a Motorola Telus Milestone that I am using on AT&T in the USA. I believe the motherboard may have died on my phone and am looking to see about getting a replacement motherboard specific to Telus/AT&T if anyone has one they are looking to sell let me know. Thank you
Sir,
I'm not sure about you can find a new motherboard, it may cost similar prices with phone.
I have bought a rarely used Motorola Milestone for $300 on Ebay, I liked it too much but I have problem with the keyboard slider, it's no holding tight, shaking sometimes,
Do you think the sell the phone as parts ?
If yes, how much do you want for both keyboard slider mechanism and camera button (if it's still in golden color, mine came in white color :S )
According to the Motorola Canada website my phone is still covered under warranty for another 2 months. However it obviously does not mean that it will be repaired/replaced. I am still waiting to hear from Motorola if I should send my phone in or not. However if things do not go the way I am hoping. I would sell the device as is for parts only. I will leave a comment on this thread depending on either way whatever I hear from Motorola.
If I do end up selling the device it will be as a whole unit, not broken down. There is a website I found that has parts for the a lot of phones. Here it is:
http://www.globaldirectparts.com/SearchResults.asp?Search=milestone
I may buy whole unit if I can effort the price, please just let me know about it.
Thanks for the link, jgregoryj1
Edit : Do you know any website like that but selling single unit,too ?

RMA a Brand New Device?

So, due to some weird display issues (that could not be worked out even after flashing factor images), I realized I needed to RMA my device for the second time.
This new device came in, and just my luck, it has the terrible vibrate motor. The loud, obnoxious, frame-rattling slow motor. I haven't even removed the default Nexus screen protector and this has happened.
I won't deal with it, so I'm going to email them and ask them what to do. I haven't even shipped back my old phone yet because I refuse to be phone-less. Has anyone in here had to return their "new" replacement device before they even sent back in the old one? How does the process work? Would they ask me to still send back the old one and then do an RMA on the "new" device?
Opinions and snobbery concerning how I should just "deal with it" or "let it go" are not welcome. I paid good money for this device, and the current one I own (display problems notwithstanding) is in perfect shape as far as mechanics and build quality go. If you're going to just come in and tell me how I'm being ridiculous, please refrain from doing so.
LiquidSolstice said:
So, due to some weird display issues (that could not be worked out even after flashing factor images), I realized I needed to RMA my device for the second time.
This new device came in, and just my luck, it has the terrible vibrate motor. The loud, obnoxious, frame-rattling slow motor. I haven't even removed the default Nexus screen protector and this has happened.
I won't deal with it, so I'm going to email them and ask them what to do. I haven't even shipped back my old phone yet because I refuse to be phone-less. Has anyone in here had to return their "new" replacement device before they even sent back in the old one? How does the process work? Would they ask me to still send back the old one and then do an RMA on the "new" device?
Opinions and snobbery concerning how I should just "deal with it" or "let it go" are not welcome. I paid good money for this device, and the current one I own (display problems notwithstanding) is in perfect shape as far as mechanics and build quality go. If you're going to just come in and tell me how I'm being ridiculous, please refrain from doing so.
Click to expand...
Click to collapse
I have seen non-RMA, brand new phones arriving like if they were used or mishandled. I have bought just 5 for family and 2 of them came with scratches and finger prints on top of stock screen cover. but LCD was perfect.
You should return the oldest one and open another process for the just received one. You can use it if you want while the other arrives, but first contact Google and ask them to be 100% sure. Point out what the faults are. They will send another and you return the new faulty one.
GUGUITOMTG4 said:
I have seen non-RMA, brand new phones arriving like if they were used or mishandled. I have bought just 5 for family and 2 of them came with scratches and finger prints on top of stock screen cover. but LCD was perfect.
You should return the oldest one and open another process for the just received one, you can use it if you want, but first contact Google and ask them to be 100% sure. Point out what the faults are. They will send another and you return the new faulty one.
Click to expand...
Click to collapse
So I guess I can't just interrupt the current RMA process and ship them the new one back?
LiquidSolstice said:
So I guess I can't just interrupt the current RMA process and ship them the new one back?
Click to expand...
Click to collapse
If you do it like that (if possible), You will be left with a bad Display phone and still owe them that phone anyways (you printed that form with IMEI that they are waiting for or will charge $$$) because they will return another.

Motorola's Replacement Policy

Hey I have a quick question! If I break my Stock white VZW screen will they send me a new white one or just give me credit for a Moto maker one?
Sent from my XT1060
I don't think they'll do either. You'll have to send it in for repair, and most likely, pay for it.
Abear10 said:
Hey I have a quick question! If I break my Stock white VZW screen will they send me a new white one or just give me credit for a Moto maker one?
Sent from my XT1060
Click to expand...
Click to collapse
This was from a recent chat with Motorola, I doubt it's true though lol. But you should check the warranty Terms and conditions to be sure. I wouldn't dismiss it unless you find proof it's not true and also don't count on it!
Ester: Actually, Ivan, the customized Moto X that you have right now has a better warranty than the black/white Developer Editions.
Ivan Perez: I places my order number above, and really? can you explain why please?
Ester: Because if something happens to your phone or your phone gets broken, regardless if its physical or liquid damage, since it is a customized Moto X, we will replace your phone free of charge.
Ester: This covers your phone for 1 year.
Ester: While for developer's edition, if something happens to your phone, we can only offer repair for your phone. And if there is physical or liquid damage, it will void the warranty so you have to pay for the repair.
Ivan Perez: So you mean my phone is covered by all accidents, like if it drops in water or cracked screen I can just contact Motorola and get a replacement?
Ester: Yes, as long as it is within the 1 year warranty period. Sounds great, doesn't it?
Ester: Because here in Motorola, we want to keep our customers happy.
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Click to collapse
Moto replacing my broken screen for free!
Isn't that because of the extra MotoWarranty that was an option? Or is this truly true?

Motocare Replacement

I cracked my screen on my Moto X and need to use one of my Motorcare replacements. However, I am interested in trying one of the leather backs (mine is currently bamboo). Which of the two replacement processes would allow me to receive a new code to design another phone? Regular (sent the phone in first) or advanced? Is this a possibility or will all my replacements be exactly the same, engravings and all?
ILowry282 said:
I cracked my screen on my Moto X and need to use one of my Motorcare replacements. However, I am interested in trying one of the leather backs (mine is currently bamboo). Which of the two replacement processes would allow me to receive a new code to design another phone? Regular (sent the phone in first) or advanced? Is this a possibility or will all my replacements be exactly the same, engravings and all?
Click to expand...
Click to collapse
Is that how it works? I was under the impression that you do not get a brand new device. I thought they give you a refurb but with the exact same customization. It will have a new back with engraving on it if it was there before, probably a new piece of glass over the screen and the parts are tested to make sure they work.
Are people getting new devices for MotoCare replacements?
Your replacement will be exactly the same as your original. There is no option to change any part (back, memory, etc) regardless of the kind of replacement process you do. After the 14 day "buyers remorse" period, you are stuck with your choices.
imaginaryenemy said:
Your replacement will be exactly the same as your original. There is no option to change any part (back, memory, etc) regardless of the kind of replacement process you do. After the 14 day "buyers remorse" period, you are stuck with your choices.
Click to expand...
Click to collapse
And I am pretty sure it will be a refurb. If they didn't do this, then they would have people purposefully breaking their devices just to get a new design.

Moto Care Replacements

I have a Moto X2 (Pure) with Moto Care that was recently accidentally damaged. I have two questions I would like advice on:
I. I don't want to do "advance exchange", as I have another phone (crappy one) that I can use, and don't want to incur the $25 advance exchange charge. How does the return work? Do they email me a return label and then send me a new phone after they receive mine? Has anyone done it recently in the US? How long is the turn around?
2. How do you customize the new phone? I no longer have the email address engraved on the old phone, so I need to re-customize. How would I accomplish that with an exchange?
Ask Moto. I don't think you have to pay advance charge for Motocare since you're paying the deductible... As for the customization, they may give new Motomaker code.
Sent from my XT1095 using Tapatalk

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