Motorola customer service sucks

I've had my moto x pure for a few weeks recently my moto stopped turning on from a faulty charger, Motorola said they would replace the phone with a 0 Charge and a premium fee (I have the insurance plan) so anyways my device is customized Motorola said they would send me a promo code so I can get a new phone in 24-48 hours and they have not its been over 48 hours and nothing. Every time I call moto they want to start the order over and take an hour of my time. Motorola needs to change there ways and take care of there customers.

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