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360 posts

Ultimate Geek
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Topic # 157231 24-Nov-2014 17:18
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Hey everyone,

Around about 6 months ago I bought a 1st generation Moto G on Amazon for my brother's birthday. He's been using it since, but a few months back it developed an issue that we haven't sorted out yet. The LCD panel (glass isn't shattered) flickers and the digitiser occasionally has issues. Also, the microphone is extremely faint in phone calls, making it hard for callers to hear him.

I contacted Amazon a while back to try sort out a warranty repair, as the phone is otherwise in excellent condition, and is still under the 1yr warranty. Amazon said to contact Motorola NZ, who then said to contact Motorola US. We emailed Motorola US who reluctantly said they would do the repair if the phone was sent to their US service centre, but that they would only return it to a US address, so we would have to use NZ Post YouShop. We never got around to setting up a repair case and backing up the phone and sending it away because my brother was apprehensive about sending it away and having to use the mail forwarding service. 

Has anyone dealt with a situation similar to this before? I know that it's our fault for ordering the phone overseas, but at that point the Moto G was locally priced way higher than it is now. If we asked Amazon would they send a replacement? Or would Motorola NZ consider looking at the device?

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360 posts

Ultimate Geek
+1 received by user: 96


  Reply # 1182281 24-Nov-2014 17:38
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I just got off the live chat with Motorola customer care after making an inquiry again, and they said that they will only send the repaired device to a physical address/house address, and that the YouShop address is out of the question. The guy on the other end was very rude and not helpful at all. Would my only option be to have the phone repaired by a third party here in NZ?

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Uber Geek
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  Reply # 1182311 24-Nov-2014 18:44
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Try Fonefix for a local repair, but in reality, probably best to bin it and buy a new one, will work out the same if not cheaper


886 posts

Ultimate Geek
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  Reply # 1182407 24-Nov-2014 21:14
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Have you tired contacting Amazon again? I have heard they are usually pretty good at sorting out issues.

Mr Snotty
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  Reply # 1182423 24-Nov-2014 21:32
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360 posts

Ultimate Geek
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  Reply # 1182428 24-Nov-2014 21:42
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CutCutCut: Have you tired contacting Amazon again? I have heard they are usually pretty good at sorting out issues.

I managed to explain the situation to Amazon, that there was no practical way of it being repaired by Motorola. They agreed to accept to accept the phone as a return and refund me the purchase price so I can buy another one. 

Luckily they agreed to reimburse the shipping cost as well, which isn't cheap with NZ Post insisting that the only service you can send Lithium-ion batteries with is International Express Courier, which I priced on the NZ Post tool as being around $85 for a little wee box.

507 posts

Ultimate Geek
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  Reply # 1182530 25-Nov-2014 08:36
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If it does get there and is water damaged - it could get messy?

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