The Orlando Sentinel, Fla., Greg Dawson column: Sharper minds prevail: Motorola replaces defective Razr

Jun 22, 2008 (The Orlando Sentinel - McClatchy-Tribune Information Services via COMTEX) -- MOT | Quote | Chart | News | PowerRating -- Dear Greg: I purchased a Razr V3i cell phone from Motorola in March, and it has been defective from the start. Customer service said to send it in for evaluation. It was returned without an explanation and with the back of the phone and the battery missing. We notified Motorola and they returned the battery and cover several days later. We tried the phone again and it malfunctioned as before, shutting off randomly. Once again we contacted Motorola and were assured the phone was under warranty and to send it back for evaluation. This time the phone was returned unrepaired with the notation "liquid damage" -- not covered by warranty. I spent an hour on the phone with customer service, a service tech, and his supervisor. All I was offered was 10 percent off another Motorola phone. I am an adult female (49) and in no way did I damage this phone. Please help -- I cannot afford another phone.

BETSY MARX

PORT ORANGE

Dear Betsy: Hold the phone! Motorola returned it the first time with parts missing? And now after failing a second time to repair it they're blaming you for "liquid damage"? That dog will not hunt. Motorola is all wet on this one. Upon further review, the company has agreed to replace your dull Razr with a new one that cuts it.

Dear Greg: A week ago, our central air conditioning started blowing hot air. Our home warranty company, American Home Shield, has been blowing a lot of hot air our way as well. A technician from the AHS-approved service company showed up and declared the air compressor dead. Since then we have called the service company and AHS several times to get confirmation as to when a new compressor will be installed. Now we're told that AHS is still in the process of deciding what to do about our AC unit. This is a no-brainer. The air compressor is not compressing air. It is June and we live in Florida! Replace the compressor. Replace it now. The on-hold recording at AHS asks callers to share suggestions for improving their service. How about keeping in touch with customers and putting a priority on fixing AC units in Florida in June! We're about to lose our cool with this situation.

BRUCE & LISA BEYER

SANFORD

Dear Bruce and Lisa: About to lose your cool? You already sound pretty hot. I contacted AHS and told them that if you didn't get AC soon you were gonna blow! Update: A couple of days after my note to AHS, I heard from Bruce and Lisa: "The issue is resolved! The compressor came magically two days ahead of schedule. Did you make that happen?" No, it was David Copperfield. He didn't want you to have Beyers' remorse.

Dear Greg: I purchased a scooter in November 2007 from Broadway Station Gas Scooters, now Scooter ATV Warehouse, for about $1,299. They told me it would arrive in about five days. Three times they told me it was on the way. Then, after several weeks, I got a call saying they couldn't get the scooter I wanted. So I decided on another model and finally got a scooter, but there was a problem with it. They said no problem, they will take photos and send them to their supplier and get the replacement parts. Well, that was six months ago. I have e-mailed and called and it's always the same story. Either they got busy, they are waiting for a call, or they are waiting for one more part to come in. I have been very patient with them. I have never yelled, threatened, or gone wild on them. I just want my new parts or compensation.

DONNIE VIVIER

ORLANDO

Dear Donnie: I spoke with Bill at ATV Warehouse and he said they are waiting for one more part to come in. Didn't Bill Murray star in a movie about this called Groundhog Day? "The crux of the problem is the supplier of the bike," Bill said. "They have always been a bit hard to deal with on parts, but are getting better. We are VERY sorry it has taken so long, but we cannot make these parts. I have spoken with them myself on two occasions and I really feel we can get him the parts before the end of the month." So let's give it till the end of the month. Meanwhile, don't go wild on them. I don't want to see you on the 6 o'clock news.

Getting the runaround? E-mail Greg at gdawson@orlandosentinel.com; or call 407-420-5618; or write to Greg Dawson, Orlando Sentinel, 633 N. Orange Ave., MP-218, Orlando FL 32801. Greg doesn't mean to be rude (honest!), but due to volume he isn't able to respond to most calls and letters. See Greg on The Daily Buzz at 10:20 a.m. Mondays and read his blog at OrlandoSentinel.com/consumer file

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