Motorola dealt a $5 million class-action suit over poor customer service

Motorola dealt a $5 million class-action suit over poor customer service
Last week, Motorola issued an apology for what many customers deemed to be shoddy business tactics. With the complaints piling up online, many were accusing Motorola of not honoring warranty policies, or otherwise delaying repairs for many weeks. Motorola told us in a statement that one of its U.S. repair centers had been hit with delays, and that it was "working hard to identify and implement solutions". But this hasn't prevented the issue from escalating, and now, a number of thoroughly peed-off Moto customers have filed a $5 million class-action suit against the firm. 

The suit's main plaintiff is Douglas Lynch, a guy with a fairly extensive Moto 360 repair story to his name. In short, he contacted Motorola for a replacement after the backplate cracked, and was informed that a replacement would take four days to reach him. Two weeks and no new Moto 360 later, he naturally reached out to Motorola once more. 

To his bemusement, he was told that a replacement wasn't available. Though he was willing to pay the difference and instead receive the newer model, this was apparently against policy. A fair amount of back-and-forth and a few more weeks later, he got his replacement—a lower-end edition of the device he originally owned. 

He's clearly not the only Motorola customer to have been forced to jump through hoops. While most of us have found ourselves in a similar predicament to Mr. Lynch at one point or another, Motorola now finds itself answerable to a baying mob of disgruntled customers. Among the quibbles, the suit accuses Moto of making important info difficult for consumers to find, and using "unfair, unscrupulous, immoral, and oppressive" practises. Ouch.

In a statement issued to Trusted Reviews, the Lenovo-owned company says:


Have you ever had a run-in with Motorola—do you think the company has had this coming? Be sure to share your own Moto-related repair stories with us in the comments.

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17 Comments

1. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

YES! I said someone should file a class action lawsuit. Good. Make the court give all these people new phones and a refund on top. And then everyone take their phone and trade it in for something better. Motorola...YOU'RE DEAD!!!!!!!!!!!!!!

2. Mercedes-Benz

Posts: 403; Member since: Jan 18, 2015

everything was fine and dandy until crapnovo chinese rubbish took over

4. JoshN

Posts: 202; Member since: Apr 01, 2015

Google were world's better wish they didn't sell Moto

3. JoshN

Posts: 202; Member since: Apr 01, 2015

I love Motorola and there products and pricing but ever since the Moto X Pure Edition things have turned to SH!T especially now with this RIP Moto

11. ananthu07 unregistered

More like ever since Lenovo bought Motorola

5. HR_19

Posts: 103; Member since: Aug 09, 2014

Makes me wish I'd called Motorola about my water-logged phone, maybe I'd be entitled to compensation too.

6. manzer

Posts: 56; Member since: Apr 05, 2014

I think my Droid Turbo 2 will be my last. I've posted my problems before with warranty and lack of customer service. I feel like they took my phone then sent it right back.

7. mobi_user

Posts: 152; Member since: Jun 18, 2013

In 2013, I had bought Moto G, it used to be Google company at that time. Few times I called the customer care, the service provided by them was upto the standard of a US company. Now in 2015, I purchased Moto X Pure, from the chinese company. And it is worse company now.

8. 99117

Posts: 1; Member since: Apr 27, 2016

Why is it ALWAYS lenovo to be blame? I mean, it is actually MOTOROLA who TAKE CARE lenovo. Not lenovo taking care Motorola. Motorola makes their own phones. Lenovo makes their phone with MOTOROLA'S Design and stuff. It's still the old Motorola. The one who changed, is Lenovo. Always Chinese to be blame.

17. blazee

Posts: 414; Member since: Jan 02, 2012

no its not. ive been doing business with them since 2013 and i really liked their customer service. A couple months ago i had an issue for a replacement phone and their policies changed and were playing games with me. I had to wait 2 months for a replacement phone where in the past i waited 2 days!

9. nebula

Posts: 1009; Member since: Feb 20, 2015

I should have done it too when returning mine Moto G Simple non-faulty 14 days return policy covered return. It took me 28 days of numerous calls emails and chats until I threatened to write a letter to Moto Uk CEO. Motoroka UK post purchase service is mostly non existent, humiliating and if to make good comedy laughable. I would nevet want to invest any money into Moto products again. UK US Inda too. I am just guessing how many other countries .

16. ullokey

Posts: 174; Member since: Jul 28, 2015

Add Germany to the list. 6 months after purchase my Moto X Play battery started dying. It would go empty in less than 8 hours, the customer care claimed that i was not using the phone right and i am at fault.

10. Bbmk56

Posts: 2; Member since: Apr 28, 2016

My Moto x pure works great!

13. snowgator

Posts: 3614; Member since: Jan 19, 2011

And you are not alone- user reviews (Amazon, CNet, Test Freaks, even here on PA) are all very high for the Pure (also called the Style). But even the best devices have bad units out there, and this is about the after market support for those users.

14. TrackPhoneUser

Posts: 256; Member since: Oct 21, 2015

I have a Pure Edition. The only problems I've experienced is some weird pink mark that doesn't go away on the Moto display, and rare occasion, a yellow tint on the left vertical side of the screen appears. Nothing that would ruin the phone. Restarting it would fix the yellow tint problem but not for the pink mark. Just really annoying to experience.

12. snowgator

Posts: 3614; Member since: Jan 19, 2011

X Pure still my likely phone of choice. There are ALWAYS bad customer relation stories. I am glad this class action suit is going forward, though. It is time an industry as big as the mobile devices is gets it through their skulls: As consumers, we purchase a device with certain expectations- that a new device will work well, or that your company will assist us if we do have problems in the first year. No excuse for a Motorola, HTC (my tale of woe), Samsung, Apple, or any other company getting to punt on their end of this relationship.

15. Deadeye37

Posts: 288; Member since: Jan 25, 2011

I have the Moto X Pure. Screen started turning wonky, so I opened a ticket with Motorola. They sent me a shipping label, I shipped my phone, got it back in a week and its been working like a champ since. I actually really liked the service. The fact that they paid for shipping both ways is great. I've done other warranty repairs for other devices with other brands, and this is the first time I've had shipping paid for both ways (usually they only pay for return shipping)

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