Motorola dealt a $5 million class-action suit over poor customer service
posted by Ben R. / Apr 27, 2016, 7:55 PM
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.The suit's main plaintiff is Douglas Lynch, a guy with a fairly extensive
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.
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!!!!!!!!!!!!!!
posted on Apr 27, 2016, 8:22 PM 4
Posts: 403; Member since: Jan 18, 2015
everything was fine and dandy until crapnovo chinese rubbish took over
posted on Apr 27, 2016, 8:48 PM 5
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
posted on Apr 27, 2016, 8:48 PM 0
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.
posted on Apr 27, 2016, 11:01 PM 0
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.
posted on Apr 27, 2016, 11:41 PM 0
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!
posted on May 02, 2016, 12:03 PM 0
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 .
posted on Apr 28, 2016, 1:27 AM 2
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.
posted on Apr 28, 2016, 2:06 PM 0
Posts: 2; Member since: Apr 28, 2016
My Moto x pure works great!
posted on Apr 28, 2016, 2:02 AM 2
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.
posted on Apr 28, 2016, 4:18 AM 0
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.
posted on Apr 28, 2016, 7:36 AM 0
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.
posted on Apr 28, 2016, 4:10 AM 1
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)
posted on Apr 28, 2016, 11:53 AM 1
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