Motorola apologizes for delaying in-warranty replacements in the US

Motorola apologizes for delaying in-warranty replacements in the US
Earlier today, Motorola acknowledged that it is experiencing issues with honoring warranties in a timely manner. 

Motorola's apologetic statement responds to recent reports which revealed that an increasing number of Motorola smartwatch and smartphone owners are having issues getting their in-warranty devices replaced.

Last week, we reported that numerous Motorola customers took to Reddit to complain about the company's warranty replacements. More to the point, Motorola is accused of delaying replacements for customers with a faulty in-warranty Motorola smartphone or smartwatch.

According to these complaints, Motorola is currently delaying in-warranty replacements by as much as a few weeks for some customers. Motorola, which promises to replace faulty devices in days, said that it doesn't have any replacement devices available.

As we stated back then, we got in touch with Moto, and the company has now replied, officially admitting that it's experiencing delays at its US repair center:



While the statement doesn't mention any specific solution, it does serve to show that Motorola is well aware of this issue. Unfortunately for affected Motorola customers in the US, it looks like you'll just have to contact Motorola once again and hope that the company will find a way to ship out a replacement device in a timely manner.

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12 Comments

1. Mxyzptlk unregistered

Smh Motorola finally makes a great phone in the Moto X Pure Edition and this happens. The only reason why I would be cautious about the Moto X Pure Edition.

2. emmawilliam834

Posts: 241; Member since: Feb 09, 2016

They had these problems before Lenovo officially took over - and even when they did, it's not like all of a sudden Lenovo was changing everything up overnight.

3. TheUnbiasedGuy

Posts: 50; Member since: Apr 21, 2016

its a good thing companies acknowledge there problems and now in the age of social media and internet,bad publicity will definitely have a impact on sales.

4. NexusKoolaid

Posts: 493; Member since: Oct 24, 2011

They are *acknowledging* the problem because their customer service recently caught some bad press on this very issue. Don't mistake this for the company trying to do the right thing - this is damage control, nothing more.

7. TheUnbiasedGuy

Posts: 50; Member since: Apr 21, 2016

completely agree with you on that, bet if the matter didn't went out in the media, they even won't bother issuing a settlement

8. TheUnbiasedGuy

Posts: 50; Member since: Apr 21, 2016

completely agree with you on that, bet if the matter didn't went out in the media, they even won't bother issuing agreement

9. TheUnbiasedGuy

Posts: 50; Member since: Apr 21, 2016

damn autocorrect...

5. manzer

Posts: 56; Member since: Apr 05, 2014

I won't go Motorola again. My last four phones have been Motorola. I had my Droid Turbo 2 made through the Moto Maker. Loved it till it got the green line of death. Sent the phone in, then got it back. They did nothing. Green line was actually worse. Finally had to go directly through Verizon. I got a replacement quick but now through Moto Maker

6. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

My phone doesn't work. Your warranty says you have to replace it. Can't send me a refurb? Send me a new one. It's that simple. Can't do that? Then I will send the phone and you need to give me a 100% refund. Can't do that? LAWSUIT! $500 phone now becomes a $5000 small claims suit or maybe a class action suit where the court will force you to refund EVERYONE. Or you simply send them a gift card with the money on it and they can buy an alternative. Apple would never do this to their customers, even if they didn't have replacements and Samsung wouldn't either. My experience with Apple is, I made an appointment once to get the rear glass panel on my iPhone replaced. When I came in or my appointment, they had ran out out panels. I spoke to the manager about it and she provided me with a refurb and she let me use a Mac to move my data. That is the kind of service I expect when I pay top dollar. Sorry Moto, but you suck and I am so glad you are no longer an American company. I will NEVER buy a Motorola product again. All your phones suck anyways...

10. TheUnbiasedGuy

Posts: 50; Member since: Apr 21, 2016

well one thing we can all agree upon is Apple has the best customer support.

11. xq10xa

Posts: 801; Member since: Dec 07, 2010

Good luck with anyone caring about a $500 phone lawsuit.

12. foscrew

Posts: 20; Member since: Apr 24, 2015

I had similar problems with my Moto X Pure last year. My phone got lost in the Texas ship center with customs, dealing with their horrid reps on email and chat I was constantly lied to that my phone was on its way. I had to order a plain non-customized one off Amazon and got it in two days. Even the FedEx reps told me my phone was likely lost or stolen, but Moto kept lying to me. A month later, my phone came in, and I returned it finally for a full refund. About that, even though my phone was lost and not trackable, Moto still refused to refund me until they got it back. I'm never dealing with a company with such horrible service again, especially one that repeated lies to me based on no knowledge.

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