Chat Transcript:
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John Michael: Hi, my name is John Michael. How may I help you?
NIK EDMIIDZ: Hi NIK EDMIIDZ: I’d like to talk about [Incident: 161123-012657] John Michael: One moment I will check it for you. John Michael: To begin with, can you please verify your first and last name, email address and phone number? NIK EDMIIDZ: Nik Edmiidz, edmiidz@gmail.com, 914-xxx-xxxx John Michael: So upon checking on the previous note on that ticket your having an issue on your Nexus 6? NIK EDMIIDZ: Yes. John Michael: Do you have the IMEI number of your device? NIK EDMIIDZ: The refurbished phone you sent me is malfunctioning. NIK EDMIIDZ: I might have in my records. NIK EDMIIDZ: I cannot confirm as the touchscreen don’t lightup… John Michael: Do you still have the RMA number for that replacement phone that you receive from us? NIK EDMIIDZ: here is old IMEI for old nexus 6: xxxxx NIK EDMIIDZ: Motorola Repair Submission Receipt Tracking (RMA) Number 161123-xxxxx NIK EDMIIDZ: from 11/22 John Michael: So basically the screen of your device is unresponsive? NIK EDMIIDZ: No. John Michael: Can you tell me more what happen on your device. NIK EDMIIDZ: the touch screen responds with small vibration when I touch it. NIK EDMIIDZ: But it’s black. NIK EDMIIDZ: It cannot see anything. NIK EDMIIDZ: I hear texts arriving. NIK EDMIIDZ: at-least until I took the SIM out. John Michael: Sad to know that the screen of your device went black. But what we are going to do we will do some trouble shooting steps. NIK EDMIIDZ: Great NIK EDMIIDZ: What first? NIK EDMIIDZ: The power seems off right now. John Michael: One moment please. NIK EDMIIDZ: The last thing I tried was and HDMI adapter to proejct to TV.. NIK EDMIIDZ: its booting now. John Michael: Just call my attention. If something appears on your device. NIK EDMIIDZ: nothing on screen NIK EDMIIDZ: But I feel small vibe if I try to swipe. John Michael: So basically we need to process a Factory Data Reset again on your device. NIK EDMIIDZ: I think there was a pattern lock on it. NIK EDMIIDZ: ok. John Michael: https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/102427/p/9293/kw/black%20screen Kindly follow the steps on this link. NIK EDMIIDZ: I felt a vibration at 20 seconds. NIK EDMIIDZ: But I cannot do step 1 of Factory Data Reset because the screen is blak. John Michael: If that the case Nik https://motorola-global-portal.custhelp.com/app/mcp/service Try to process a Repair on our website. NIK EDMIIDZ: I did that. NIK EDMIIDZ: The told me it would cost $175 NIK EDMIIDZ: But I already spent $175 for a repair 6 weeks ago. John Michael: Try to give as a call Nik so we can transfer you to our Escalation team. NIK EDMIIDZ: ok. John Michael: Would be anything else? John Michael: We are always looking to improve our customer support, so you may receive a survey after this chat. We appreciate any feedback you can provide. Thanks for choosing Motorola! John Michael: Thank you for contacting Motorola chat support. Have a Wonderful day! NIK EDMIIDZ: The phoen number? John Michael: 1 (800) 734-5870
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