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, firstname.lastname@example.org, 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 Communication with the Oracle Service Cloud Chat service has been lost. Please wait while attempts are made to restore the connection. Disconnection in 240 seconds. Communication with Oracle Service Cloud Chat service has been lost. The chat session has been terminated. Check your network connection and verify that you can connect to other sites on the Internet.