I purchased the Cliq in Feb of this year. Between Feb and May I was having issues with the phone. After troubleshooting, the tech authorized a replacement Cliq. The replacement phone (#2) worked very well (and I do like the phone itself) until approximately a week ago when it began rebooting randomly and getting very warm again. Last Friday battery drained in 20 mins. I called customer service and explained I had been starting to have minor issues like before, and then the battery drain. They authorized another replacement to be sent out to me. The next replacement Cliq (#3) arrived this morning at 11am. From 11:30am until 2:00pm the phone rebooted 20 times and had a few other issues
I first called customer service and they said they could either replace with the exact same phone (so that would be Cliq #4 in 5 months time) or they could replace with a Blackberry 9700. I told them I was wary of another Cliq since this one didn't even last two hours and would be the 4th phone in 5 months. I also told them that I didn't really want a Blackberry since it didn't have the features (Android system) that I purchased this phone for. I told them I'd talk to my husband and then I'd call back.
I talked to my husband and he was also confused on why they'd replace a Motorola Android phone with a Blackberry that doesn't have the same features. I told him I was going to call back, so he asked me to ask about a replacement with the Cliq XT or getting a brand new Cliq instead of refurbished. I called back and spoke to a manager.
He said that my warranty only covers the exact make and model. He said that the Blackberry was offered because it was an overstock in the warehouse and their "handset specialists" only allow overstock as a replacement. He also said that they could keep replacing my Cliq as many times as I need. The third option he gave was that I could “upgrade” to a new phone. I’d still be paying the balance on the non-working phone ($300) for the next 15 months, but I could use the rest of my $300 credit available on my account to purchase an additional device. I told him I didn’t think it was too fair to continue to pay on the phone that is defective, he pointed out that he would send me another refurbished Cliq instead. I asked if I could be sent a new device and he said they are not available in the warehouse – only Blackberrys are available – and a new device could malfunction anyways, so there was no difference.
When I asked about returning the defective device and paying additional for a different device, he told me that I was just experiencing "Buyer's Remorse". I told him what the definition of buyer's remorse is, but I'd like to put it here also:
"Buyer's remorse is the feeling of regret after a purchase. It is frequently associated with the purchase of higher value items such as a car or house. It may stem from a sense of not wishing to be wrong, of guilt over extravagance or from feeling that one has been persuaded by a salesman." I explained to him that I do NOT have buyer's remorse. I didn't just purchase it and change my mind. I love this phone -- when it works. I purchased it and went through 3 versions of it in 5 months and I still do not have a working phone. I didn't "regret" my purchase until today when I received my third phone in the mail and it didn't work properly.
I finally let him send me a replacement Cliq since I had no other choice. He said that I couldn’t have a new Cliq or Cliq XT from a store since the stores are independent and they can’t get replacements from them – only from the warehouse. He waived the $19 (plus tax) expedited shipping fee for phone #4.
Oh, and he also mentioned that I was free to sell the replacement Cliq that I’d be receiving in the mail.
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