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Thomas Howard
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New video is live - the definitive review of Apple's first wearable.

Apple Watch Review!

Feel free to +1/Share if you enjoy!

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Dear +Motorola Mobility, I'm sure you've been told this already, but your customer service leaves much to be desired.

Two weeks ago, on 4/16/15, my daughter broke the screen on her Droid Mini. I immediately got onto motorola.com and set up a repair ticket, selecting the advance shipment option so she could get a replacement phone sooner. We received the replacement 2 business days days later, on 4/20/15 and immediately noticed a problem. The phone would not charge, even though it said it was charging. We tried different chargers and outlets. Nothing. Eventually the batter ran down to 0% and now the phone only works when plugged in.

I immediately called customer service and was told to go ahead and send her original phone (with the cracked screen) back in the packaging provided and call back with the tracking number, at which point I would be sent a new phone to replace the defective one. I did as instructed and was given a new tracking number so I would know when the new replacement would arrive. This was on 4/22/15. The tracking information still only shows a status of "Label Created."

I've called customer service back several times since then to get this issue resolved. Each time I call, I have to explain again the whole story, despite each CSR telling me they're making notes on my account describing the situation. It's been 2 weeks since I first submitted the repair request. My credit card has been charged for the repair. And still my daughter does not have a phone that works.

I'd rather not go through the trouble of disputing the charge to my credit card, but that is my next step.

In the past 2.5 years, I've bought 2 Moto X (2013)s, a Moto X (2014), a Droid Mini, and a Nexus 6. I've had my eye on the Moto 360, but am hesitant to pull the trigger after this experience. It's not enough to make great products if you don't have the customer support to back them up.

-tom

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New food!

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