[Nexus 6  General] Bassdj427:
I just want to sum up my experience with Motorola customer support.

First of all, the reason I was calling was because of the burn-in on my display. Here's how I went about dealing with it.

1. It was midnight last night, so I went to the Motorola support website and chatted with an associate. Included below is my conversation with a great representative named Chris.

[11:17:37 PM] Hi, my name is Christopher. How may I help you?

[11:17:47 PM] Christopher: Hello.

[11:17:57 PM] Brandon: Hi I'm experiencing screen burn in on my nexus 6. Can you assist me?

[11:18:22 PM] Christopher: I’m so sorry to hear that but let me help you on this. Nothing to worry I'm more than happy to assist you regarding this matter because here in Motorola we valued our customers concern.

May I have your best phone number and email address please?

[11:20:26 PM] Christopher: Is there any Physical injury on your end?

[11:20:37 PM] Brandon: (my #)

[11:20:44 PM] Brandon: (my email)

[11:21:14 PM] Brandon: The navigation buttons, navigation bar, and status bar have left footprints on the screen.

[11:21:26 PM] Christopher: I see.

[11:22:12 PM] Christopher: Is there any body injury?

[11:22:18 PM] Christopher: And property injury?

[11:22:46 PM] Brandon: No burn in has nothing to do with heat. It has to do with the quality of the screen.

[11:23:01 PM] Christopher: I see.

[11:23:28 PM] Christopher: Thanks if that would be the only issue.

[11:23:51 PM] Christopher: What seems to be the issue on your screen?

[11:25:21 PM] Brandon: http://m.youtube.com/watch?v=zKAWr9PjWjw (link to Erica Griffin's burn-in video (doubt he watched it))

[11:25:30 PM] Brandon: That's a video explaining what's going on.

[11:27:32 PM] Christopher: I see.

[11:27:47 PM] Christopher: When did this happen?

[11:28:35 PM] Brandon: Started 2 days ago. Have had the device for about 2 weeks.

[11:29:02 PM] Christopher: I see, just a second here.

[11:30:40 PM] Christopher: Thanks for waiting.

[11:31:34 PM] Christopher: What I'm going to do here is to offer you a call back tomorrow, is that would be okay since we need to escalate this issue to our Higher Support. How's that sound to you?

[11:32:53 PM] Brandon: That sounds great.

[11:32:59 PM] Christopher: Good.

[11:32:59 PM] Brandon: Thank you so much.

[11:33:23 PM] Christopher: May I know your best call back number and email address that we can send you updates?

[11:33:34 PM] Brandon: (my #)

[11:33:42 PM] Brandon: (my email)

[11:33:44 PM] Christopher: Thanks.

[11:34:00 PM] Christopher: How about the IMEI of your device and your carrier at this moment?

[11:34:54 PM] Brandon: Give me one moment to get that information

[11:35:04 PM] Christopher: Sure thing.

[11:35:47 PM] Brandon: (IMEI) on Verizon Wireless

[11:36:09 PM] Christopher: Thanks for that.

[11:36:18 PM] Christopher: How about your Shipping Address?

[11:36:56 PM] Brandon: (My address)

[11:37:14 PM] Christopher: Thanks Bramdon.

[11:37:20 PM] Christopher: *Brandon

[11:37:25 PM] Christopher: Is there would be anything else?

[11:37:48 PM] Brandon: About the phone?

[11:38:13 PM] Christopher: Yes.

[11:38:24 PM] Christopher: Do you have more questions?

[11:38:34 PM] Brandon: No that's it. About what time tomorrow will I be receiving a call?

[11:38:55 PM] Christopher: How about your best call back number?

[11:39:07 PM] Christopher: Expect a call back around 8am tomorrow CST.

[11:39:13 PM] Brandon: I sent you that...(my #)

[11:39:43 PM] Christopher: What I mean is the call back time? Sorry it's my bad.

[11:40:03 PM] Brandon: Oh. 8am is great.

[11:40:15 PM] Christopher: Ok.

[11:40:34 PM] Christopher: Are we all set here now Brandon, I'm so sorry again about what happen to your phone.

[11:40:43 PM] Christopher: And just to compensate the inconvenience I can send you 10% discount coupon code for future purchase. How's that sound to you? (At this point, I'm like WHAAAATTTT)

[11:40:46 PM] Brandon: Yes thank you.

[11:40:58 PM] Brandon: That sounds great. Thanks so much.

[11:41:20 PM] Christopher: Welcome Brandon, it's been my pleasure to help you.

[11:41:28 PM] Christopher: One last thing, Please take time to answer a SHORT SURVEY after this chat session for the service that I rendered today. Your feedback is very important to us. Thank you. Once again, my name is Chris.

[11:41:36 PM] Christopher: Thanks in advance Brandon.

[11:41:43 PM] Christopher: Have a nice day to you.

[11:41:48 PM] Brandon: Thanks Chris. Hope to hear from you tomorrow!

[11:41:54 PM] Christopher: And advance happy Holiday.

[11:41:56 PM] Christopher: (Smiley)

[11:42:06 PM] Christopher: Sure no need to worry Brandon.

[11:42:18 PM] Christopher: Thanks in advance! Kindly click the disconnect button on our chat session to end it if you do not have any other concerns with us. If in case you need further assistance, chat with us again or call us at 1800 734 5870. We are open Mon-Fri 7AM-10PM and Sat-Sun 9AM-6PM CST (for troubleshooting and assistance with on-hand devices) to assist you with your concerns. Some departments are close during weekends and holidays. Thank you for choosing Motorola! Have a wonderful day!

[11:42:53 PM] 'Brandon' disconnected ('Concluded by End-user').

So anyways, really nice guy. And a 10% off coupon ain't bad (hello extra turbo charger??)

Then I go to sleep.

Alright now for part 2.

2. 9:15 o'clock EST. No phone call. I think to myself, "Okay, no big deal, I'll just call."

So I get connected with some lady on level 1 support, I explain my problem, she has no clue what's going on, and transfers me to level 2.

I get paired up with a guy named Neil. I explain my problem to him and he understands sort of. So he takes my information, bla bla bla, and just like that, he says that he will be shipping out a new device to me and it will leave the warehouse in 4-5 days.

I say okay, my screen burn-in will get worse, but h*** with it, I'm getting a new phone.

THEN he asks me what I want as my free accessory. I immediately say "Ummmmm, what?"

He says, "Since your device has inconvenienced you like this, we would like to compensate you. There are no cases available for the Nexus through Motorola, so how about the SOL Republic Jax In-ear headphones?" *Looks up the headphones on moto's site*

Hold on, $40 headphones?

WHAT IS THIS??

I ask for the black ones as my first choice and the crimson as my second.

We finish the conversation and hang up. He then sends me the order comfirmation, etc.

3. Later today.

I open up my email to find the fedex tracking information.

Guys.

The shipping is overnight. It'll be here by 10:30 am tomorrow.

The End.

So, all in all, Motorola has the best customer support I've seen in a long time. It's not every day where you get free (and nice) stuff for calling someone to replace something.

Thank you, Motorola. I will continue to be a loyal customer to you for a long time (I have a Moto 360, a Nexus 6, and my OG Droid still. My dad owns a Droid Turbo and 4 turbo chargers).

I'll upload the pictures of everything tomorrow for proof.

Edit: Just got the phone. Blown away by what I got.

Also, if you stuck around to read all of this, props to you.