Just wanted to share my experience with everyone in case anyone else is stuck in the same scenario. I bought a moto x during the cyber monday promotion. It arrived a week later which was great. Upon inspecting the phone, I noticed there was a piece of manufacturing tape inside (yes, inside) the headphone jack. I called up Motorola and told them about the phone. The rep told me to try to get the tape out with a tweezer (really). I wasn't able to get the tape out so the rep processed a refund for me. I mentioned how the phone was a christmas present and the rep told me to buy another phone at full retail, which was $499 at the time, and the $499 would get refunded as soon as they received the defective phone. I did just as the rep told me. I bought another phone at $499 plus tax and sent back the defective phone the same day. They received the defective phone a few days later and I went to check my credit card for the refund. I saw Motorola only refunded my about $160 for some reason. I called up and asked about why I received a partial refund instead of the $499. After 2 or 3 reps, I was told that refunds were processed in two parts and I should receive the remaining refund in a couple of days. Of course I did not receive any other refund in the following days. I called up again and was told the second refund was processed and my credit card company was at fault for not receiving it (really). After being speechless for a few minutes, I called back and talked to a different rep and he elevated my case to a higher status and assured me that someone would call me back in 24 hours to talk to me about the refund. Of course no one called. At this point, I alerted my credit card company to investigate. The investigation started on January 1st and I just received an email from Motorola last week telling me the remained of the refund will be processed in the coming days. The rest of the refund finally did go through on the 14th of January, which meant it took over a month for Motorola to process a simple refund for a phone they screwed up on. I love my Moto X and I am a long time Moto customer, but this incident was so frustrating that it has me second guessing any Motorola purchase I make. In case anyone is in the same scenario, be persistent and have your credit card company intervene if you are out of ideas.