Customers report Motorola support doesn't honor warranties

Customers report Motorola support doesn't honor warranties
Nowadays, every smartphone comes with a warranty — that's a given, considering the fact that the little gizmos could cost an arm and a leg, and no manufacturing process has a 100% no-dud-guarantee. Some manufacturers even go as far as offering free insurance for customers' devices, providing a free replacement for a cracked screen, or a free new handset once throughout the phone's lifetime. Others just stick to your run-of-the-mill “we will fix I free of charge” guarantee.

Such is the case for Motorola – the company's standard warranty covers a device for the first year of its use — if something goes wrong, without the user tampering with it or dropping it, that is, Motorola would either repair or replace it for free. Granted, it does have a history of replacing defective Nexus 6 devices when lots of units showed a detaching backplate issue, or fixing cracked screens — though it's highly probable that Google played a huge part in support of those services.

However, customer reports for the past few months suggest that if your warranty-covered Moto handset has died on you and is eligible for replacement, you may have a hard time getting one. See, manufacturers usually have a different stock of smartphones for replacement purposes – either refurbished units, or ones that ship with no packaging, accessories, and extras. However, for the past few months, Motorola support has refused to replace eligible devices on grounds that there are no replacement units available in stock.

The affected customers report that they have demanded their money back or that they receive a new device instead — after all, it's not the customer's fault that Moto doesn't have replacement phones in stock and can't honor its own warranty — but those requests have been denied. Some Motorola support teams are said to be understanding of the users' plight and have responded that as much as Support would like to help, it is Corporate that issued an order no such transactions to be allowed. Meanwhile, customers are unable to use their newest smartphones, some being forced to buy replacements on their own.

We have to wonder whether this has something to do with the change in management. Very recently, Lenovo gained full control over the company, and there have been talks of slight branding changes for future Moto products. Could there also be internal structural changes taking place, hampering the organization of phone replacements?

We'll inquire about this and update accordingly if we get any official statement from Motorola.

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46 Comments

2. tedkord

Posts: 17131; Member since: Jun 17, 2009

That's shameful, Moto. Get on the stick.

4. legiloca

Posts: 1675; Member since: Nov 11, 2014

I can only blame Lenovo for this, Motorola now being a subsidiary makes Lenovo take majority of control for better for worse.. shame shame shame

5. alexp999

Posts: 77; Member since: Mar 16, 2016

I knew Lenovo couldn't be trusted :(

8. killer7D

Posts: 550; Member since: Sep 18, 2014

Not surprised when a Chinese company like Lenovo (who is not good in their original business) will change the policy of Motorolla after gaining full control !!

11. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

Unfortunately, I have to agree with Richard. I bought a brand new Moto G with a defective sim tray. The company did the exchange, however it shipped the device without a back cover. Literally, the process took talking to X 10 reps and four months. Most of Moto reps didn't know or cared, the device comes with a removal back. Stay far....far....away. If you think Samsung support is bad, this one takes the cake.

12. splus

Posts: 146; Member since: Nov 26, 2011

I'm not surprised. Lenovo fully owns Moto, so this is fully Lenovo's corporate greedy decision. Lenovo has been doing such practices with support for their laptops, they will try anything to delay or not exchange/repair their products. Their products have good design but non-existing support. #BoycottLenovo

13. aznhachi

Posts: 212; Member since: Apr 12, 2016

damn Lenovo haha

15. lmao2016

Posts: 75; Member since: Mar 17, 2016

I still have my Nexus 6 but I am currently rocking the s7 and I love it!

17. Mxyzptlk unregistered

A lot of people thought I was trolling when I blast Motorola. As you can clearly see this is one of the reasons why.

19. downphoenix

Posts: 3165; Member since: Jun 19, 2010

Hearing this news made me glad that I didn't buy the newest Moto X phone. I was really looking forward to doing so, but got a great deal on a G Flex 2 that I couldn't pass up so I opted for that.

20. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Why are these people going to Motorola? If you are with a carrier, the carrier si suppose to replace any device that isnt working while you are under contract or a payment plan which is basically a contract. The carrier is responsible for your phone as long as you are their customer, under contract or on a payment plan. TO go to the OEM is just dumb. How can people not know this?!

23. VZWuser76

Posts: 4974; Member since: Mar 04, 2010

Anymore most of Motorola's devices are sold direct from the manufacturer. At least that was the case for all of the devices released last year that weren't Droid branded. They were all sold as unlocked devices.

33. marorun

Posts: 5029; Member since: Mar 30, 2015

i work at a carrier in Canada and we have moto X first gen moto x second gen , moto x play , moto G 2015 edition. not only USA exist you know..

38. VZWuser76

Posts: 4974; Member since: Mar 04, 2010

The Moto X 1st and 2nd gen were sold through carriers here as well. And yes I realize the US isn't the only country around, but since that's where I live, I spoke to the situation I know of. From all of the reports I had read about in other parts of the world, you had to go through Motorola to get phones. If that isn't the case, then I'm wrong, but from what I'd read on the matter, carriers weren't selling them. Motorola, Amazon, Best Buy, etc were the only ones selling them as far as I'd heard.

24. njguy

Posts: 11; Member since: May 26, 2013

Yes, because everybody, always buys their phones through a carrier. Everybody. Always. Oh, wait....

35. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

I never said they all...notice my very first sentence says "IF THEY ARE WITH A CARRIER." "IF" as in maybe they are, but given the benefit of the doubt, they may have purchased the phone by other means. Like AMAZON, Best Buy or some other 3rd party or maybe even first party. READ WHAT IS THERE, NOT WHAT YOU THINK IT SAYS.

34. Mxyzptlk unregistered

A. You're not the only one who uses smartphones so you don't speak for everyone. B. The Moto X is sold UNLOCKED and isn't tied to a carrier like your Samsung phones are. C. Actually the carrier isn't technically supposed to do anything. Now some will work with you depending on the phone. Some will tell you you need insurance.

36. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

You can buy phones from Samsung unlocked, or other means. Not all phones sold in the USA are carrier locaked...DUH!!!!! Again just like the other poster said and my retort to you and him is...I specifically said "IF" your phone is with a carrier, you should be going through the carrier. If means, it could not be...right? My post was specific. I was buying stuff before you were even born. I know that every product sold in the world can be bought from more than one place.

39. Mxyzptlk unregistered

Uh huh, ok techie. Just admit you were wrong and stop making excuses.

25. njguy

Posts: 11; Member since: May 26, 2013

No surprise really. We evaluated Lenovo laptops and servers here at work. We're reasonably big ( 18000+ users ) and while the hardware was OK for the most part, their support was absolutely horrible. I've been doing tech for 20 years now, and it was by far the worst I've seen from a big company. And we didn't stick with the normal, everyday support, we paid a premium for their enterprise class, 24x7, super-duper gold+ version. I know PCs and servers are different from mobile, but the overall feel of a company comes from the top, and the vibe from Lenovo is incompetence and cheapness, and thats going to trickle down through the whole place.

37. Scott93274

Posts: 6025; Member since: Aug 06, 2013

Damn, my boss has the Turbo 2 and it has a thick green line down the middle of the display. He said that he was going to have to get it exchanged... I hope this doesn't affect him, if it does then that truly sucks.

40. Mxyzptlk unregistered

Well I hate to be the guy who told you so, but I told you so.

43. Scott93274

Posts: 6025; Member since: Aug 06, 2013

.... Well, I keep saying you're a tool, and everyone keeps backing up my statement so lets just say it's a draw. ;-)

44. TK2fast

Posts: 1; Member since: Apr 16, 2016

Contacted warranty as G3 dropping signal. Sent back phone for repair. Original RMA 160307-000653 on March 6th. I was extremely clear about the problem. 1 day short of 2 weeks I get it back (mostly shipping time). Packing list said the repair completed was the side buttons. What!!! There was nothing wrong with them. (I have since found out that this is a standard “cop-out” explanation Moto repair uses) Called and talked to Moto call center in El Salvador. I was told I needed to send the phone back again... What! After expressing my dissatisfaction, again I get the response "that we only have two options, send the G3 back & wait or pay $24.99 for a "reconditioned" replacement and post a $99. security deposit. The reps are scripted and not allowed to "make a decision" on their own. Even the supervisor I spoke with said exactly the same thing. So I agreed to pay & get a replacement. UPDATE 3/22/16: RMA #160323-015131 Today I received my Moto G3 replacement. Here is what I got!! Powered up the phone and after a few setup questions was prompted with: "This device was reset. To continue sign in with a Google Account that was previously synced on this device "In other words the device is locked and I cannot use it. This is the result of a new security feature of Android 5.1 and Moto sent this G3 to me without even looking to see if it was unlocked. Amazing incompetence! This lockout happens when the previous owner does not delete the Google Account BEFORE doing a factory reset (thank you Google). Reported the problem to Moto. They said would send another replacement, but I need to pay another $24.99 plus security hold of $99. Really… I agreed after auguring that it was Moto's fault, but it did no good. Again they said we have two options; send the phone to us for repair or pay and a replacement will be sent first. I needed a phone. UPDATE 3/28/16: Received replacement G3. Found the ear piece inner seal was shattered (most likely from the repair process). Here we go again. Repair facility just don't care. The Fort Worth repair center is INCOMPETENT. Period. That sums it up… their incompetence is astounding! Here is the most on mark statement to describe the Fort Worth repair center: MOTO DOES NOT REPAIR, BUT REDISTRIBUTE BROKEN PHONES. Update 4/15/2016: Received email from Moto "here to help" which said: "We've shipped your repaired device back to you. We had to make extensive changes, but it's now in good working condition". EXTENSIVE CHANGES WERE MADE..... This is the same phone (my third -had shattered ear piece) that Moto sent me as a replacement, and which I immediately had to send back. So by Moto's own admission they sent me a G3 that needed EXTENSIVE REPAIRS. Waiting for my G3 delivery on 4/18 ..

46. Gibscreen

Posts: 32; Member since: Jun 03, 2014

I got a moto g 2015 right when they came out and a month into it the camera started throwing an error. Customer service said they didn't have refurb units so they were giving out codes to just order a new phone. Got that a few days later, got the new phone, and all good. So I had a good warranty experience with moto.

47. Stappy3

Posts: 108; Member since: Dec 09, 2015

So I was sadly one of the customers who was affected by the lack of support from Motorola's customer support for about 4 months now. Sent my Pure edition at the end of December and after months of fighting for answers, I did not get any. So last week I had to order a new Android phone that was up to date due to my job (IT) needing Androids customization and flexibility to do tasks when I was away from my computer (Nexus 6p). And of course I get a call from Motorola today, April 22nd 2016, that they had a special code for me to input on their site to order a BRAND NEW PHONE. I was asking for a brand new phone for months and was told numerous times that it was impossible for some reason that they would not give me. So good news is that they seem to be listening to the news on their lack luster customer service and not caring about the 1 year warrenty, the bad news is now I have two phones. Hope everyone who is affected like I was is getting some much needed closure now.

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