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Posts: 1
Registered: ‎03-08-2017

My new MotoG4 stopped working

Hi, my name is Elena and I'm from Argentina. While I was in Orlando a few weeks ago, I bought an unlocked Moto G (4th Gen / 16 GB) in one of your stores, precisely on the 24th February (I have the ticket if you need me to send it by e-mail).


I returned to my country soon after having bought the phone. Unfortunately, out of the blue, the phone stopped working (it didn't even last one week). The problem is the touchscreen: it just freezes and there's nothing I can do to start it again. It doesn't respond to my touch, so I cannot use the phone.


I wish I could have gone to the store as soon as it happened, but I was already in my country. As I couldn't find anywhere an e-mail to get in touch with BestBuy, I'm leaving this message hoping you can help me. I am going back to USA this weekend and I will be in Miami for about 7-10 days. I would like to go to one of your stores to see how we can solve this issue. As I said, the phone lasted less than a week, so I really hope you can help me.. Thanks for your reply.

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Registered: ‎09-29-2008

Re: My new MotoG4 stopped working

[ Edited ]

Hello ElenaArgentina,


There's nothing quite as aggravating than having a product develop a fault soon after purchase. I've had this happen too and it's qutie upsetting. I was discouraged to hear you've had this occur and I regret any inconvenience to you.


Best Buy's Return & Exchange Promise allows for the return or exchange of cell phones within 14 days of purchase. Outside this time frame Best Buy cannot offer a return or exchange.


I recommend contacting Motorola directly for options under the factory warranty. You can reach them through Motorola Support.


I hope this helps. Thank you for writing to us.



John|Social Media Specialist | Best Buy® Corporate
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