Anna: Hi, my name is Anna. How may I help you?
 Ben: hi anna, finally.
 Ben: been trying to get through to chat support for over an hour
 Anna: Hello there, Ben!
 Ben: hi :) so i've got a bit of a complicated situation.
 Anna: I'm sorry about that, we're very busy at the moment
 Ben: In, I think in about February 2014 I bought a Moto X 2013 through Handtec, an official distributor of yours.
 Anna: So that would be a first generation one?
 Ben: In about May my display  starting dying on me and after 2 days, after parts of the screen went black, my whole display was dead and unusable.
 Ben: Yes it would be.
 Anna: Oh dear.
 Ben: I sent it back to handtec who in turn sent it to you.
 Ben: The MOTO REF number I have is 140516-018***
 Ben: I've said it multiple times, there are no dents or scratches on the devices, so I can't understand how I'm at fault here.
 Anna: I understand. I have just opened the case you mentioned and it looks like it has already been through our escalation process.
 Anna: I am unable to question the decision of my superiors.
 Ben: Yes I think so, however I never got a reply back if I remember correctly.
 Ben: I've also heard that in the US, people who broke their device got a free RMA.
 Anna: We sent an email on 4/07.
 Ben: Your EU division is incredibly disappointing.
 Anna: I can't confirm this claim. From what I know the US procedures, although slightly different, also exclude physically damaged phones from in warranty support.
 Ben:  http://www.reddit.com/r/MotoX/comments/2krul0/psa_for_those_with_a_2013_motox_looking_to/
 Ben: There is a reddit thread.
 Ben: Incredibly, he even got a Moto X 2014 edition back!
 Ben: While here you are in Europe, which is supposed to have better consumer rights not allowing me to get an RMA on a device I didn't break! What a joke!
 Anna: I'm afraid Reddit is not an official Motorola source.
 Ben: So what? Reddit has consumers, and multiple have written in and said that this in fact happened.
 Anna: I can only advise on regulare procedures in Europe, sorry.
 Ben: I'd like to ask your superiors to consider it.
 Anna: I have no means of confirming that.
 Ben: It would be nice if you had the same procedures across the board,
 Anna: In exceptional cases, considering many factors it might happen but our procedure say it straight: if a device was physically damaged we can't repair it in warranty
 Anna: I can provide the address to our complaint department if you wish me to do so.
 Ben: But there isn't physical damage.
 Ben: That's the point.
 Ben: You're giving free RMA in the US for people WITH physical damage. While here in Europe, you aren't even standing by the warranty when I didn't break the phone!
 Anna: It has been decided by the engineers that the phone shows signs of physical damage. As I said, I am in no position to question that.
 Ben: Well, you should. Because those engineers are idiots.
 Ben: How could I have broken a screen when I didn't even has a scratch on it?
 Ben: If you had better customer care, maybe you would have sold more.
 Anna: I would kindly ask if you could refrain from calling our associates names please. I do understand your disappointment and I am trying to help.
 Ben: Then stop treating your customers like crap.
 Anna: Please mid your language, otherwise I will need to disconnect the chat.
 Ben: So you still want me to pay 120 pounds to fix a two year old phone?
 Anna: We can only offer a repair out of warranty, sorry.
 Ben: Well then I guess you can keep it.
 Ben: Guess that will be last Moto I'll ever buy.
 Anna: I'm sorry you feel this way.