Motorola Now charging for Advanced Warranty Replacement

[duxdad]

Motorola is now charging $24.95 to do a advanced replacement. This is new as I had an advanced replacement before at no charge.
I have owned 8 or 9 Motorola phones over the years and this will be the last!!
Buyer beware!

 

[94lt1]

Advanced replacement?? As in, to swap a malfunctioning device for a replacement??? My question is..is it a brand new replacement, or a CLNR like you would get from vzw??

 

[Sajo]

The Advanced Exchange program is: you fill out the repair request. They put a $500 hold on your credit card and send you a like new phone (refurbished.....like new). If it was a Moto Maker custom Moto X the refurb will have the same custom options. When the new phone arrives it has a box and prepaid label to ship the broken phone back. Then they lift the hold and charge your card for the repair. Normally $125 plus tax. The two way shipping was totally free for the customer up until a few days ago. Now we have to pay the $24.95 shipping fees.

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[Sajo]

Warranty replacements are still free. And they also offer an option for us to send our phones to them first, they fix it, charge the $125 and send a like new phone out to you. I don't think that option has the $24.95 fee. But you would be without a phone for a few days, waiting on that replacement. The fee is to have the advance exchange phone delivered first.

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[94lt1]

Ok..makes sense, thanx for the clarification

 

[Sajo]

I'm not happy about the new fee either. I just used the Advance Exchange option on 8 June and did not have to pay the shipping fee.

But I wonder......does any other manufacturer offer a similar service? And what are their fees? Was Moto losing money on the expedited shipping fees? Are they the only company that offers a fast, cheap phone replacement program?

For me, personally, I would pay the $24.95 if I had to. Daughter dropped her 2 week old custom Moto X and broke the screen on 8 June. I requested the repair on 9 June and had a like new custom Moto X in my doorstep in 4 days, with all the same options as the original. I would pay the $24.95 shipping fee plus the $125.00 repair all over again. It is still cheaper and faster than any repair shop where I live. Just my opinion though, I can see why some customers are unhappy.

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[thunderbolt_nick]

I'm not happy about the new fee either. I just used the Advance Exchange option on 8 June and did not have to pay the shipping fee.

But I wonder......does any other manufacturer offer a similar service? And what are their fees? Was Moto losing money on the expedited shipping fees? Are they the only company that offers a fast, cheap phone replacement program?

For me, personally, I would pay the $24.95 if I had to. Daughter dropped her 2 week old custom Moto X and broke the screen on 8 June. I requested the repair on 9 June and had a like new custom Moto X in my doorstep in 4 days, with all the same options as the original. I would pay the $24.95 shipping fee plus the $125.00 repair all over again. It is still cheaper and faster than any repair shop where I live. Just my opinion though, I can see why some customers are unhappy.

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Apple charges $30+tax for a very similar service, so this isn't really a new concept. Moto probably was losing a lot of money paying for the shipping cost of those devices and it just caught up with them. I don't know who else does advanced replacement for free anymore.

 

[duxdad]

Warranty replacements are still free. And they also offer an option for us to send our phones to them first, they fix it, charge the $125 and send a like new phone out to you. I don't think that option has the $24.95 fee. But you would be without a phone for a few days, waiting on that replacement. The fee is to have the advance exchange phone delivered first.

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No quite correct, my Motomaker phone is a warranty claim and they try to charge me $24.95 for advanced.
I had a warranty claim in Feb. and the advanced replacement was free. Not now!

 

[Sajo]

No quite correct, my Motomaker phone is a warranty claim and they try to charge me $24.95 for advanced.
I had a warranty claim in Feb. and the advanced replacement was free. Not now!

Is there a fee if you do not request the advance exchange option!?

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[duxdad]

Is there a fee if you do not request the advance exchange option!?

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No fee for standard replacement where Motorola sends replacement phone AFTER they receive your defective phone.