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Posts: 6
Registered: ‎08-08-2017

Moto G4 Plus - problems with wifi and calls

[ Edited ]

Hello Karina, I hope this e-mail find you well.

In February of this year (2017) I bought 2 best Moto G4 plus in one of the best buy kiosks at an Orlando mall (Orange Blossom). This week one of the devices stopped working the wi-fi and the signal from the operator. That is, the cell phone does not access the internet neither make calls. The other functions of the phone are perfect. I tried to re-establish the factory setting but it still did not work. It does not recognize the IMEI (it is zeroed). The cell phone has not been dropped. I will return to the US, more precisely in Washington DC in November of this year and I would like yours guidance on the procedures that I must do to have yours support in correcting the problem. I have the receipt scanned if necessary. Is there any procedure for opening a service order or return? Because as soon as I arrive in the United States I can use it to apply for the service.

I would really appreciate a solution that could meet my need.

Best regards,

June {removed per forum guidelines}

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Registered: ‎01-09-2017

Re: Moto G4 Plus - problems with wifi and calls

Greetings June,

 

Welcome to our forums! I’m truly sorry to hear that your G4 Plus is not working as it should be. I absolutely understand how crucial it is to have a reliable and functioning cell phone and I’d be more than happy to provide some insight as to how you can get this addressed.

 

Generally most phones purchased brand new come with a one year manufacturer’s warranty and the G4 Plus is no exception. Based on the issues you’re experiencing with your phone, I would recommend contacting Motorola directly to inquire about initiating a claim. They may require your original receipt to verify the warranty.

 

I hope this information has been useful and if there’s anything else I can assist with please don’t hesitate to post again!

 

Respectfully,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-08-2017

Re: Moto G4 Plus - problems with wifi and calls

Hello Javier! Thank you for your attention. I wonder if the sales receipt issued by the best buy kiosk is sufficient, or would that receipt only be accepted by you? I was in doubt, but the purchase having been made at bestbuy would not imply having to solve the problem with the best buy?

My greetings, June

Posts: 965
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Kudos: 99
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Registered: ‎01-09-2017

Re: Moto G4 Plus - problems with wifi and calls

Good morning June,

 

The sales receipt you received from the kiosk should be sufficient for Motorola to verify the original purchase date. Since the manufacturer warranty is being utilized, it’s required to partner with them directly to have this addressed.

 

Please let me know if you have any additional questions!

 

Respectfully,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-08-2017

Re: Moto G4 Plus - problems with wifi and calls

Hi Javier, your attention is being very important right now. I still have questions about using motorola because I live in Brazil. That way I do not know if it would be better to solve here or the motorola in the USA. In the site of motorola asks to send the mobile phone to the USA and that they would give back to me with up to 5 days. By your knowledge do you think this procedure has a chance of success?

Thanks a lot!

Posts: 965
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Kudos: 99
Blog Posts: 3
Solutions: 44
Registered: ‎01-09-2017

Re: Moto G4 Plus - problems with wifi and calls

Hello June,

 

Unfortunately I don’t have much experience with international cell phone warranty claims to confidently provide you an answer as to the time required or procedure. I would imagine the claim would be easier and have less room for error if done within the US.

 

Respectfully,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-08-2017

Re: Moto G4 Plus - problems with wifi and calls

Javier, I would like to go in another way. With My receipt could I change the Cell phone in a best buy shop? I pretend go in a shop of best buy in Washington and ask for a solution. I bought at best buy and the receipt is my warranty. Do you think that is it possible?
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Contributor
Posts: 341
Registered: ‎02-09-2011

Re: Moto G4 Plus - problems with wifi and calls

No, Best Buy will only do returns on Cell Phones within 14 days of the original purchase and without a Best Buy Protection Plan being purchased on the phone you would have to go through Motorola for their warranty.
Posts: 965
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Registered: ‎01-09-2017

Re: Moto G4 Plus - problems with wifi and calls

Good morning June,

 

As geishafish stated, in order to fulfill the warranty you would need to partner with Motorola directly. Your receipt acts as proof of purchase which activates your coverage.

 

Respectfully,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-08-2017

Re: Moto G4 Plus - problems with wifi and calls

Ok, I'm very disappointed with this situation. Thanks for your attention Javier!