Moto Z Sound goes out / won't charge

About a month ago, my Moto Z started having sound issues. I would try to make a phone call and the person on the other line could not hear me and I could not hear them. I found out that other sound apps, (ex YouTube, Marco Polo) would not work either. I turned my phone off and turned it back on and it worked fine. At first I was doing this about once a day, now I do it as many as 5 or 6 times a day. About 3 weeks ago I noticed that when the sound was out, the phone would not charge as well. If I put my phone on the charger and notice that the lightening symbol is not showing, I test the sound via you tube. It never works and I have to turn off/turn back on for the charging to begin. I took it into the local Verizon store last week and we did a hard reset. She sent me home saying see it that will work. Within 3 hours, I was having the same issues. Do you suggest any other troubleshooting? Thanks!

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Re: Moto Z Sound goes out / won't charge
Customer Service Rep

BRO_ROB8 The Moto Z is a fantastic device, and I want you to enjoy it. I'm sorry you're having problems with your phone. I certainly want to make sure everything is resolved for you. Can you please tell me exactly what type of audio issue are you having(Headset Jack, Speakerphone, Microphone or Bluetooth)? Does your phone have any water or physical damage? Let's ensure Bluetooth is turned off and test the audio. Please keep us updated on the progress.


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