Last week, we highlighted an unpleasant situation involving warranty exchanges of Motorola products and how people were being left without phones and watches for months when they were told initially it would be just days. We asked at the time that you share your Motorola warranty stories, in part because we wanted you to have an outlet to voice your frustrations (if you had any), but also because this site, depending on the topic, does have some influence from time to time. What I’m saying is that by having hundreds of you share horror stories in this public arena, we may get Motorola to wake up and at the very least, acknowledge that they have some serious issues on their hands that need to be addressed.
Today, Motorola reached out with a statement confirming that their US repair center is experiencing delays. Motorola even admitted that this whole mess is not up to their standards and “deeply apologize” for the inconvenience. They don’t currently have an overnight solution in place to fix all your issues, but they did say that they are working to “identify and implement” some.
Here is the full statement.
We’re experiencing delays at our US repair center that is influencing repair times for some customers. We know how important it is for you to get your phone back as quickly as possible so we’re working hard to identify and implement solutions. We are dedicated to the highest quality service and this is not up to our standard of excellence. We deeply apologize for any inconvenience this situation has caused.
If you are currently having an issue with warranty fulfillment, please contact us at 888-355-8422. We are available Monday through Friday from 6:00 AM to 6:00 PM, or on Saturday and Sunday from 8:00 AM to 5:00 PM Eastern Time.
Here’s to hoping they can tidy this up in a hurry. The post-purchase service agreement with customers is often the most important because not every product you or I buy is going to be perfect for the time you own it. When those times come where we need servicing or repairs, we want to know that the company who sold us the product can be counted on.
Awesome, i just sent my Moto X Pure in for warranty. It stopped charging. It makes me wonder if i should have just broke it to make a claim for my extended warranty and pay the $50 deductible to get it quicker.
Depending on how long it takes to get my phone will determine if i buy from them again.
My 6 month old leathery designed + bought from Moto pure hit the patio last Saturday. Cracked screen.. It was unresponsive =Shot.
(Had purchased their advanced accidental plan.)
Ten minutes on the phone WITH A live CSR.. Described the issue.. And what I experienced was a professional and personal service. Had a RA #, and requested a replacement device. After the CC hold deposit for The phone (550$) And 49.50 deductible. I had a FedEx Shipping #.
Recv the replacement device yesterday, Weds. Sent the broken phone back to day..
Even duplicated the Leather color.
Less than 5 days – start to finish.
Not bad
I said no to moto before google and now again after. Happy with my 360 and Nexus 6 though. I’ll be sad if I ever have issues with them.
I guess this is the one advantage to companies like Asurion. They may get a bad rep for things, but every time they didn’t have my phone they offered me a better phone for the same deductible. i.e. I got Moto X 2 in place of the og Moto X, and then a Droid Turbo 2 in place of the Moto X 2.
Another reason to go iPhone.
Or just don’t get a Motorola. There’s better options than the now Chinese budget phones offered by Motorola. Try Nexus, Samsung, or even LG is better now.
iPhone is still your best bet to get immediate in store help.
I misplaced the sim card tray for the Nexus 6P. Called Google and they said they don’t have replacements for that to call Huawei. Called Huawei, they said they don’t carry replacements for that piece. I then said, so I have a $550 paper weight then, he responded yes.
Say what you want about iPhones but they have the best customer service.
This legitimately took me 30 seconds to find on google bro.
https://www.google.com/search?q=nexus+6p+sim+card+tray&oq=nexus+6p+sim+card+tray&aqs=chrome..69i57.4334j0j7&sourceid=chrome&ie=UTF-8#q=nexus+6p+sim+card+tray&newwindow=1&tbm=shop&spd=12087413508428346346
They really should offer more than an apology. As a loyal customer who waited a month on a repair/replacement (with no communication other than vague promises ), I think I deserve more than a press release apology.
Good luck with that, I tracked down and emailed executives at the company personally. Not a single one did anything except have a random customer service rep respond with their policies,
Corporations don’t give a S#$% about customer loyalty now, we are just numbers and averages now in a global market place.
Need a consumer union for millions to join to get back our buying power for boycotting and take the power away from companies to be heard
Yea this happened to me with my nexus 6 months ago. They had no replacement device for a 32gb nexus 6 so I was stuck waiting until I kept getting back so they decided to send me a 64gb white nexus 6.
I’ve been thinking about sending my N6 in to have my cracked glass fixed. Now, this makes me wonder if I should just pay the extra $25 to have them send me a ‘Like New’ phone before I send mine back.
Honestly, you should. I certainly wish I had. We had quite the experience with just plain rude customer support and one guy in specific that was just an absolute jerk. I sent my Moto X Pure Edition in for repair because it just randomly stopped working and when it arrived after 3 weeks they said the screen was cracked so I would have to pay extra and refused to provide proof that it was cracked. Now to Motorola’s credit I was contacted by the Executive Customer Relations Office and they apologized for the way we were treated after listening to the recording of our conversations with them. They gave me a code to design a brand new one and its en route to me via FedEx as we speak. It still is unacceptable how we were treated and the whole waiting one and a half months for a phone back that I desperately needed.
TL;DR: Pay the $25, at least you’ll have a phone.
Their statement means nothing to me. Here’s a copy-paste of my issue from back in Oct./Nov.:
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I’m in the same boat. Silver 1st gen with a cracked back, not from the band though.
I opened an RMA for a “star” crack on the back of my 1st gen on Oct. 21. Shipped it out on Oct. 23. It was received at the repair depot in Fort Worth, TX on Nov. 2 (10 days to go from NY -> TX).
They had it from the 2nd to the 10th and I had no updates sent to me. I was in the dark completely. I called on the 10th to see what was going on. Had to be escalated to the Repair Escalation Team… okay.
Then I get an email saying another RMA was opened with another FedEx shipping label. The techs on the phone kept asking if I had sent the watch back yet. Are you kidding me? I had to prove it was in TX multiple times using the tracking #.
The icing on the cake though is that they said, verbatim:
Moto: “we no longer have the silver in stock, it can take up to 1-8 weeks for us to get more. We can give you a black 42mm instead.”
Me: “I have an $80 silver metal band though, I don’t want black…”
Moto: “well I can’t change that sir, we can give you a black with a black leather band”
Me: “…”
Ummmm, how about no, Scott. I got fed up with this whole process and just said, you know what, just send me back my watch unrepaired. I got verbal confirmation from an agent from the RET that it would be expedited by up to 24-48 hours and that I’d receive an email update by Friday. This was last week… nothing, at all.
SOOO, I call again yesterday to demand they just call someone in the depot to halt the RMA process, grab my watch, bag it up, and ship it out to me expedited (I’m not demanding overnight, but priority would be appropriate here). But apparently they can’t get in touch with the depot in TX because the RET is based in central America… fantastic customer service.
So, 26 days into the RMA process and about 3.5 hours in total on the phone with general cust. service and the RET, Motorola’s repair depot still has my watch hostage. Still no email or callbacks on anything regarding the situation, it’s all been me issuing the communication. I’m hoping I’ll have my watch by Thanksgiving.
—————————————————————————————————————————
FYI, if you’ve never dealt with Eastern companies before, this is a 100% typical non-answer to deflect from the previous name-and-shame. It excels at brushing off the lethargic and has zero impact to their bottom line while serving as fodder against future repeating accusations. Don’t expect anything to actually change.
http://southpark.cc.com/clips/360436/were-sorry
You know how you correct this situation? You get people new stuff and get it sent out today. You do the right thing by the customer. If the delays are ridiculous, you do the right thing and send them out a new item with a apology.
Well they seem to be doing just that at least a little. I had quite the experience with just plain rude customer support and one guy in specific that was just an absolute jerk. I sent my Moto X Pure Edition in for repair because it just randomly stopped working and when it arrived after 3 weeks they said the screen was cracked so I would have to pay extra and refused to provide proof that it was cracked. Now to Motorola’s credit I was contacted by the Executive Customer Relations Office and they apologized for the way we were treated after listening to the recording of our conversations with them. They gave me a code to design a brand new one and its en route to me via FedEx as we speak. It still is unacceptable how we were treated and the whole waiting one and a half months for a phone back that I desperately needed.
I just got my email last night saying my Moto 360 replacement was already shipping back – and it was on two day expidited shipping. Nice job moto!
They should apologize for their ‘speedy’ updates for the OG Droid Turbo. Unreal…how exactly can an almost stock Android take so long to be pushed out?
Because Verizon.
Too late I already switched from moto x pe to iphone6s (with a brief stint with the nexus 6p).
Thinking of going to ios too, how u liking it? Especially after the 6P, is the iphone camera better than the Nexus?
I have had Android since the beginning. However I got a 6S Plus for my birthday in March. It has good and bad compared to Android. But Android isn’t perfect either. The iOS has the three most important to ME….battery life is fantastic, it NEVER drops the data signal like Android does and it is faster than any previous phone. My last three Androids were Turbo, Nexus 6 and 6P. Many argue based on specs. My opinion is based on the phone’s performance. And I think the camera is comparable to the 6P, however photos aren’t my main priority.
I personally thought the moto x pe camera was better than the 6P, however, iPhone 6S plus camera is easily better than both of those. The battery life is fantastic as Tony mentioned. I only charge my phone every 2 days, which I’ve never been able to do with an android phone. iMessage is incredible and I love it especially since about 90% of my friends/family have iphones. Apps don’t crash as much and some apps have features their android counterpart are missing. The notification system is pretty poor compared to android though and several other OS options seem to be lacking compared to android. I miss google now on tap a lot. Overall, I’m happy with the iphone and glad I decided to give it a try. No idea what I’ll do in 2 years when I’m ready to upgrade.
See, that makes me wonder how all these sites claim the Nexus 6p camera is great… If my next phones camera is not in iPhone or Samsung territory ill feel cheated… I know, just buy one of those two… Lol
The Nexus 6P camera is fine. The iphone6S plus camera is just a little better with low light and details.
I own a Nexus 6P and the camera is good enough to print large size portrait pictures on an entire sheet of paper. so i wouldn’t worry about the camera. the Nexus 6P is the first android phone in the nexus line to actually have a camera that is up to par with what you would think a good camera should be.
Ahhh, thanks!
Sure Jprime. I miss my launcher as I don’t like large icons on the screen and Apple is more restrictive on what you can do. But the three points I listed matter most to me. I don’t care how little ram it has, it just does it right. It seems Android might have more running in the background. No more clearing the system cache, no battery pulls, etc. It’s smooth and fast. But I still mess with my Androids too.
That’s one area where Apple really excels. Just walk into the store and you usually leave with a replacement device. Even Samsung only does replacements via mail order (unless that’s changed), so you’re still without a device for at least a few days.
Motorola is nowhere near as huge as Apple or Samsung in this regard. They don’t have any physical stores and probably never will.
Daughter had a iPod need replaced. It was NOT cheap! Of course you’re going to get ‘serviced’ if you pay out the nose for it….
I was referring to free warranty replacements. For a a defect, they’ll replace it in the spot, free of charge. Of course the product price is higher in the first place so I suppose that should be factored in.
I had a great experience about a month ago getting my moto360 replaced. Did a cross ship to get a cracked back replaced, got it the next day.
Their fix will probably be to offer a $50 discount off the price of next new Moto phone, if you purchase it from them!
$50 off of another problem. Makes sense. /s
If you didn’t like this candy bar, contact us for a voucher for a free one!
For another bad one. Not a free one
There is no such thing as a bad candy bar.
$50 off and you have to give them your phone
I had been rooting for Motorola since the original droid days, and then the first gen Moto X. After the Turbo, the lack of software updates and support really turned me away from them. Probably won’t own another Motorola unless they make another Nexus
“After the Turbo”..a Verizon branded, exclusive phone. I don’t mean this in a rude way, but you shouldn’t have expected updates anyway, especially not in a timely manner. Carrier branded phones are known for not getting updates, ESPECIALLY Verizon variants.
So the OG Droid was a Verizon exclusive and Moto updated the HELL out of it! Time to stop making excuses for them.
The OG Droid was much like the initial Asus Android Transformer tablet, the TF101 and the first few Nvidia Shield products. The manufacturers update the hell out of those early devices to build up good will and bolster their reputation among enthusiasts. Then within 2 or 3 generations of subsequent products, they s*** the bed with delayed/non-existant updates and buggy products. It’a always the same story in the Android world. I really wish someone would figure out a legitimate way to monetize updates, like Apple tried to do in the early days of the iPod Touch.
Here’s the problem….companies nowadays are not nearly as consumer friendly as they used to be. ‘The customer is always right’ is a truth long gone in todays market. What you get nowadays, and it most certainly is not confined to the likes of Motorola, is the runaround or you’ve got to pay more for the ‘priviledge’ of customer service. Companies do not back their products like they used to. The entire climate around customer service and satisfaction has unfortunately changed for the worse.
I think this is mainly because of the widespread fraud and abuse of the policies. Margins are razor thin, these products are commodities now. Its tough to ‘stand behind’ products and take losses when they didn’t make much money off you in the first place.
I’m also not sure what you mean ‘like they used to’. Like who? Car companies? Appliance companies? Theres a reason that ‘Lemon Laws’ had to be enacted and the Magnussen-Moss Warranty act had to be enacted. Because companies have ALWAYS been out to make money first. Sure, there are times that they’ll go above and beyond, but thats the outlier. If it wasn’t, it wouldn’t be ‘above and beyond’, it would just be the standard service.
“The post-purchase service agreement with customers is often the most important”
The very reason I won’t be buying the HTC 10. Their US service center is a joke if you’re not covered by warranty.
That statement read like a whole lotta nothing…
Too late AND I don’t believe it.
It’s been like this for at least 9 months now. I wouldn’t expect much to change now.
What did Lenovo confirm?
This is a good first step, I was a little nervous when this news broke right after I purchased a Moto G for my fiancee.
i miss googorola.
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.
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It may not have happened overnight, but many of the people who were making Motorola great again either jumped ship or were let go once Lenovo got control. This, I think, is one of the reasons that Moto now takes so long to get updated to the latest Android version. Plus, Moto has dropped some of the apps and software that helped it stand out.
Nice. It only took the threat of a class action.
I’m glad they acknowledged that. At the same time I have lost faith in them. It’s not an American company any longer. When it was Google running the show this would not have even gotten to this point. Now that it’s the Chinese there is no telling what to expect. Oh well, hopefully they will get their issues fixed but I’m not counting on it.
These problems started when Google was running the show.
Then how come we didn’t hear about them like we are hearing about it now?
Google leaned out Motorola, but provided their money for certain things (like one free replacement if you broke your 1st gen Moto X and advertising).
Google also shut down the Texas assembly plant before completing the sale to Lenovo. Around that time warranty issues started because lead times increased for parts from China and phones couldn’t be refurbed fast enough without the assembly lines.
Lenovo released a few thousand more people after the sale.
Lean is okay if it works, like at Toyota, but not here where it’s delaying repairs.
We did. Back then on any of the Moto G+ groups you were hearing about probably 1 or 2 a week. Matt Jones would have to step in and try and hand-hold it through to get it resolved.