I bought a Motorola phone and the keypad froze. It was under warranty, and since it was a technical defect, I sent it to Motorola to have it repaired. They do not provide a replacement phone, they ask you to get it through your wireless provider, even though they should be responsible for it since it is their equipment's problem.
I explained to a supervisor, Mike, that it is inconvenient for me to pay for a loaner for two weeks and also inconvenient for me to be without my cellphone, and he told me I would have a replacement phone in a week. He sent me a prepaid fedex label to send the phone in, which I did, and he confirmed its arrival.
It has been a week and a half, I still have not received my replacement phone, and now Debra, is telling me I never used the prepaid label. I argued with her for forty-five minutes, then she called back and said I had used the label and that Motorola had received the phone and that they will send me a replacement in ten days. I explained to her that I was supposed to have already received the replacement phone, and she said she did all that she could and that she was going to hang up.
I asked her why and she said she had already explained everything she needed to me and she could now be doing other things - that she was wasting time. I asked her who her boss was and she said she didn't need to give me that information.
I don't know if I will ever get a phone from this company, though they have my original phone. And for them to have the customer service they have, I really hope they go out of business. This company is the trailer park of corporate service and class.
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