I shopped for the perfect phone until I found the z6m. I had to wait until Oct 14 for it to become available. I was so excited to have it. Then, 2 weeks into my z6m experience, I was talking on it and the faceplate popped off and fell against my face. I figured perhaps it would just pop back on, but no luck. That was on Oct 28.

On advice from Motorola (my wireless retailer couldn’t help me with this one…?) I sent the phone in for repair. $8 more for UPS. I got it back, unrepaired after a few days, with a checkmark next to the line “Physical/Liquid damage”. So I called again and explained that I had babied the phone and it had never been exposed to liquid or physical damage. The faceplate simply popped off by itself. They suggested I send the phone in for re-evaluation with a letter explaining everything I had been telling the various Motorolaids.

So I did that. I got it back on Saturday with the same results. A check next to “Physical / Liquid Damage” and an unrepaired phone. So I called again and got the case escalated.

(NOTE: For every “call” that I mention, it was actually between 2 and 15 calls due to the “status system being updated” for over a week, or “someone will call me back”. I’m leaving that out as I’m just plain worn out from this experience.)

I just got off the phone with Randa S. from Motorola Escalation department. She’s a supervisor there. She and I talked for about 30 minutes and all she could say is that she has no authority to replace my phone or return my money, since it’s been noted as Physical damage. She tried to be nice and helpful, but mostly she was just ineffective.

So, it looks like I’m out $200 and now I hate Motorola because I’m certain that they’re cheating their customers and selling defective products that they have no intention of replacing or fixing.

Be fore-warned!