Sure sorry to hear of your bad experience, haggis.
We use Republic Wireless as our carrier. They do not have sales offices. At the suggestion of our carrier, we dealt directly with Motorola. Online, email and fast and direct through FedEx. They were very helpful and very quick. I took their option of having them immediately send me a replacement with a hold on my credit card for $200 which was released promptly when they received my original Moto X on which I had broken the charge port. There would have been no “hold” if I had chosen to send my phone in first.
I still have their email address: RepairServices@motorola.com. They also have a walk-through service online at: Motorola Repair Support
More recently, when one of my kids dropped her Moto G5plus phone and smashed it up pretty good, I had the identical good experience.
But I agree that experiences vary with all co.s In my experience, Amazon is the best. Their support chat people cumulatively spent hours on chat with me on a $20 electronic Alexa add-on because they and I were determined to find the problem and overcome it, rather than continue return/replacements, and it turned out after eliminating all possible issues that it was an adjacent device and not their Echo Connect causing the problem!