Ordered Wrong Model - What To Do?

Cyber Anna

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Dec 2, 2014
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My friend (who turned me on to this phone) got confused when she ordered last week. The way the ordering process went, she thought she HAD to choose a carrier. So, she chose ATT. But, she thought she was getting the "Pure" with an ATT SIM. I've been reading the Forums, and see that her phone will not be the "Pure". Her old phone is broken, so she needs one, and the Moto will be here in a few days. Will Moto allow her to do an "even swap" for the "Pure"? Can she use the phone while she waits for the new one to come? She bought with Cyber Monday coupon, should that be a problem? TNX VRY MUCH! :)

(Look forward to being on this Forum, as I will be ordering my own phone in a few days).
 

88 FLUX

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Apr 29, 2010
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My friend (who turned me on to this phone) got confused when she ordered last week. The way the ordering process went, she thought she HAD to choose a carrier. So, she chose ATT. But, she thought she was getting the "Pure" with an ATT SIM. I've been reading the Forums, and see that her phone will not be the "Pure". Her old phone is broken, so she needs one, and the Moto will be here in a few days. Will Moto allow her to do an "even swap" for the "Pure"? Can she use the phone while she waits for the new one to come? She bought with Cyber Monday coupon, should that be a problem? TNX VRY MUCH! :)

(Look forward to being on this Forum, as I will be ordering my own phone in a few days).

She would need to return the device to Motorola and order a new one. If she has the money to spare, she can order the new one and then return the old one after the new one arrives (assuming it's still within the return policy).

One important thing to note though... did your friend get the AT&T model at the two-year contract discounted price or did she buy it at the full retail price? Because if it was at the discounted contract price, the Pure Edition is not an option.
 

88 FLUX

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Apr 29, 2010
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She paid full price without contract. So, they won't do a "swap", but need to return/reorder?

You or her would need to speak with Motorola directly to confirm. However, I believe that you would have to do a return/reorder. The following is from the Motorola site regarding returns.

RETURNS
All in-warranty mobile phones and watches sold on this site can be returned for a refund within 14 days from date of delivery. All other products sold on this site, including Motorola branded accessories and 3rd party accessories can be returned for a refund within 30 days from date of delivery. All 3rd party accessories must be unopened and undamaged. California residents have up to 30 days to return their mobile phone. Follow the instructions in the box, or call us at 1-800-734-5870 and let us know you’re returning something.

You pay the shipping for the return, and you’ll be credited for the price of the product but not for the shipping you paid to receive it. And we are not charging for shipping your Moto Maker devices.
 

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