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New Member
Posts: 3
Registered: ‎03-16-2022

Both manufacture and best buy won't repair my moto razr 5g

[ Edited ]

Hi there,

 

I bought a moto razr 5g open-box online with best buy on 03/30/2021 ( order number : {removed per forum guidelines} )

 

The camera stopped working two days ago, and error code said it's hardware issue which requires repair. 

 

I reached out to Motorola firstly with a repair request (attached my prove of purchase with bestbuy), and they refused to repair it since they said I purchased used. 

 

I then talked to a Bestbuy agent, and he looked up my order and said it's still under warranty and scheduled me a repair with a local store today (Confirmation number : {removed per forum guidelines}). However, the geek squad employee told me they won't service this brand and could do nothing and asked me to talk back to Motorola which I did in the first place. 

 

So I called customer service of Best Buy, and she confirms that my open-box is still under warranty-covered. She talked to Geek Squad agents who told her there was nothing they can do (because they don't fix motorola). And she reached out to Motorola, and they told her the same thing (it won't be covered because it's purchased used).  She talked to her supervisor, and her supervisor also said there is nothing Best Buy can do and asked me to fix it in a local store and pay it myself. In conclusion, I wasted 1.5 hours and got nothing solved. 

 

I've purchased multiple open-box items from Best Buy and I was told the open-box had the same warranty and it starts the date since purchased or got delivered if online. So if it's still under warranty, why should I fix it with my own cost if the product just stopped working because of deficiency? If it's not under warranty, is Best Buy lying about the warranty policy for open-box items? 

 

 

 

 

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Registered: ‎11-08-2021

Re: Both manufacture and best buy won't repair my moto razr 5g

Hello, Chunp94.

 

Thank you for reaching out to us via our Forums, however I wish it were on better circumstances. I would be frustrated too if I had to go back and forth with trying to get my phone repaired. I want to provide assistance and see what can be done about the situation. If you reach out to us through private message, we can go into more detail about the phone and see what can be done. Please let us know as soon as you can.

 

Thank you, 

Riley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-16-2022

Re: Both manufacture and best buy won't repair my moto razr 5g

I reached out with the private message and nobody replies back. 

 

Posts: 10,782
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Registered: ‎11-10-2008

Re: Both manufacture and best buy won't repair my moto razr 5g


@chunp94 wrote:

I reached out with the private message and nobody replies back. 

 


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