infuriatedThen in March, it did it again. This time however, turning it off did not help. I searched online, and found others had the same problem.
http://www.mobiledia.com/forum/topic22620.html
I tried contacting Motorola, but they never got back to me. So I called Cingular to see if I could exchange the phone. They tried sending some reset code to the phone and had me cycle the power a few times. When all that failed, I was directed to their eXchange By Mail (XBM) department. They cheerfully told me there was no problem sending me a replacement, as long as I agreed to the Warranty repair rules. I happily agreed, knowing full well that the phone had simply died, and that I did not drop it or hit it, or dump it in coffee or whatever. The replacement process was actually quite easy - they sent a new phone in a little box. I just had to switch over the SIM card, battery, and back cover over to the new phone and I was in business. Then carefully followed the instructions about wrapping the RMA around the phone and putting it in the bubble wrap and back in to the shipping box -- keeping in mind the dire warning about being charged for the phone if it gets damaged in transit. Wow, that was easy and painless.
Until now. I just got my March-Apr bill from Cingular, and there's a $150 charge on there for "One time charge for Beyond Economic Repair" WTF? Time to call them up:
1. Call the number on the bill (1-800-331-0500). They redirect me to the Exchange dept.
2. Exchange dept says "We don't know anything but the code says physical damage. You need to call Motorola, they handle all the repairs."
3. Calling Motorola (1-800-331-6456). "Uh, we don't handle repairs directly from Cingular, they usually use authorized repair shops."
4. Call back the Exchange Dept (1-800-801-1101), talking to Jason this time. I explain what's happened so far, how Motorola was a dead end, and that I am positive that the phone was not physically damaged and where did this charge come from? He really honestly tries to help, and informs me that they do indeed use their own 3rd party repair shops, but is ultimately clueless about this mysterious "other dept" in charge of putting return code in the system. All he can do is repeat that I agreed to the terms of the warranty repair and that the code on his computer says "physical damage". This goes on for a while, as he repeats that there's not much he can do. He offers that maybe the screen was cracked. I explain that I doubt cracked screen can repair themselves by turning off the phone and then be fine for weeks before failing again. I finally ask for his supervisor, and he come back after a while and states that they talked it over and "There's not much I can do." He repeats that some other department was responsible for that return code and there is no way he could remove the charge even if he wanted to. I insist that somebody must know who this mysterious department is, and he's silent again. I ask for his supervisor again, and after a while, Chris comes on the line with "How can I help you?" I ask if Jason had explained my situation and he agrees. I reiterate that I dispute their claim that the phone was physically damaged. He reiterates that I agreed to the terms of the repair. I ask what the recourse is if I wanted to investigate their claim. "none. That is all handled by a different department." Well what department is that? I ask. "I don't know." Well, I sent the phone to Cingular, it must be someplace! He replies again "I don't know. Didn't you keep a copy of that?" No, I sent that off in the mail. Do you have that address? "Yes, I can give you that."
Cingular XBM
1000 Park Rd.
Chanhassen MN 55317
Do you have their phone number? "No." Thanks, good bye.
I'm infuriated, but hopeful that I can sort it out still.
time for lunch.