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  1. #76  
    KWKSLVR's Avatar

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    Default Re: Moto X - Front Camera Grommet Dislocated

    Welp, I guess Motorola is growing tired of replacing defects. I went to exchange my 3rd Moto X and got this back:

    Dear Patrick,

    I have noticed that you have provided a different address and name from the original order in your replacement request. We are not able to change the shipping address on this type of a repair unless you are able to provide us with a proof of address change. Also, unfortunately, for security reasons, an Advance Exchange can only be processed by the person who placed the original order. I understand that this might seem frustrating, but this is a security measure that has been put in place to protect our customers. If you would like to process the Advance Exchange, I request that you please have the original purchaser submit the device for repair under their own name. To do this, simply have the original owner email us with the email address used to place the original order. We also ask that you clarify the reason for the change in ownership and address. Please let us know if you need any further assistance by replying to this email. Thank you for choosing Motorola and have a great day!

    Brandi J
    Motorola Support


    Ummm, I AM the original owner, and all of the information is the same that it's been since Day 1 including name, email address, billing and shipping address. So, either this person is confused. Or they're NOT sending out new units and are, in fact, recycling IMEI numbers meaning these advance exchange units are in all reality refurbed Moto X's. Just thought I'd toss that out there for everyone to be aware of.
  2. #77  
    KWKSLVR's Avatar

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    Default Re: Moto X - Front Camera Grommet Dislocated

    Isn't this cherry. So now, under my account, it's showing my [lang edit] device as not under warranty and to submit proof of purchase. From Motorola:

    " Proof of Purchase Requirements

    A Proof of Purchase can be a Sales Receipt or an Activation Agreement, and must meet the following requirements.

    In order to be considered valid, a Proof of Purchase must have all the following:

    * Sales receipt from a store, with printed shop or store logo.
    * Date of Purchase.
    * Mechanical Serial Number (MSN) and /or Electronic Serial Number (ESN).
    * EBAY Receipts are not valid.


    In order to be considered valid, an Activation Agreement must have all the following:

    * Activation form, from carrier or shop, with printed logo.
    * Customers information (name and address)
    * Date of Activation.
    * Mechanical Serial Number (MSN) and /or Electronic Serial Number (ESN)"


    Unfortunately, if you purchase from Motomaker, your receipt doesn't provide you with those things. So, awesome. Thanks Motorola.
  3. #78  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Just got off a chat with Motorola and got a code for a new phone. Received my last replacement in the middle of may. The grommet slid down pretty quick this time. I'm sure it's the Texas heat. I'm willing to bet that this won't be a problem with the X +1. They have to be sick of replacing these things.

    Posted via Android Central App
    weksa likes this.
  4. #79  
    weksa's Avatar

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    Chatted earlier with Motorola. My second X (non Moto Maker) is having the FFC issue. Guy called me back in 10 minutes to tell me that there was an error processing the RMA, and that my case will be escalated. I'm supposed to expect a call in 24-48 hours. I've read so many stories of people not getting that call
  5. #80  

    Default Re: Moto X - Front Camera Grommet Dislocated

    I have heard that too. It's disappointing. Seems to be the case with non moto maker phones. Keep us informed please. I'm a fan of Motorola customer service, they've been great to me.

    Posted via Android Central App
  6. #81  
    KWKSLVR's Avatar

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    Default Re: Moto X - Front Camera Grommet Dislocated

    Quote Originally Posted by pdaniel219 View Post
    Just got off a chat with Motorola and got a code for a new phone. Received my last replacement in the middle of may. The grommet slid down pretty quick this time. I'm sure it's the Texas heat. I'm willing to bet that this won't be a problem with the X +1. They have to be sick of replacing these things.

    Posted via Android Central App
    My newest one slipped within a week and a half or so. It seems like it takes 1-2 weeks most of the time and that what you're doing is irrelevant. I thought it was all the driving that I do, but this last time was with me hanging out in pretty nice weather in St Lucia.

    Posted via Android Central App
  7. #82  
    weksa's Avatar

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    Quote Originally Posted by pdaniel219 View Post
    I have heard that too. It's disappointing. Seems to be the case with non moto maker phones. Keep us informed please. I'm a fan of Motorola customer service, they've been great to me.

    Posted via Android Central App
    I'm at the 36 hour mark. I'm not nervous because it's getting to the 48 hour mark, but more so because I asked the CS guy to email me a copy of our chat as well as create an incident case number, which he said he would but never did.

    Edit: now past the 48 hour mark.
  8. #83  
    KWKSLVR's Avatar

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    Default Re: Moto X - Front Camera Grommet Dislocated

    Quote Originally Posted by weksa View Post
    I'm at the 36 hour mark. I'm not nervous because it's getting to the 48 hour mark, but more so because I asked the CS guy to email me a copy of our chat as well as create an incident case number, which he said he would but never did.

    Edit: now past the 48 hour mark.
    Sometimes I get the chat, sometimes I don't.

    Posted via Android Central App
  9. #84  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Got mine replaced. No hassle. Half-hated getting a replacement b/c I didn't really notice performance issues, but thought it might hurt resale down the road and the grommet has been on the move. I was concerned it would eventually cover the lens entirely. Here's some comparison photos and a photo of the grommet slippage. Attempted to take the same shot at the same time. In the comparison photos, the covered lens shots are the left and top images respectively. Same camera settings, no HDR. You can easily tell the uncovered lens shots are more vivid.

    Moto X (1st gen): Front Camera Grommet Dislocated-lenscovered.jpg
    Moto X (1st gen): Front Camera Grommet Dislocated-chickens.jpgMoto X (1st gen): Front Camera Grommet Dislocated-redhot.jpg
    weksa likes this.
  10. #85  
    weksa's Avatar

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    Quote Originally Posted by originalbryan View Post
    Got mine replaced. No hassle. Half-hated getting a replacement b/c I didn't really notice performance issues, but thought it might hurt resale down the road and the grommet has been on the move. I was concerned it would eventually cover the lens entirely. Here's some comparison photos and a photo of the grommet slippage. Attempted to take the same shot at the same time. In the comparison photos, the covered lens shots are the left and top images respectively. Same camera settings, no HDR. You can easily tell the uncovered lens shots are more vivid.
    Thanks for the comparison shots. Pretty impressive for a FFC. I've gotten tired of trying to get my RMA due to the slipping grommet, so I'll just deal with worse FFC until I buy my next phone.
  11. #86  
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    Default Re: Moto X - Front Camera Grommet Dislocated

    Has anyone tried to remove the grommet? Or is that not a good idea? I've considered it, but there is no way I would know how to do it, nor do I know the consequences.
  12. #87  
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    Default Re: Moto X - Front Camera Grommet Dislocated

    Add me to the list. I'm pretty sure it was like this from day one. I KNOW it was like this after a week. It doesn't seem to be impacting the camera images though. I'm not going to mess with a fix until the image quality suffers.

    Posted via Android Central App
  13. #88  
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    Default Re: Moto X - Front Camera Grommet Dislocated

    My 3.5 week old phone developed this issue, and in the last week the FFC is nearly 80% blocked. After reading this entire thread, and realizing that a replacement phone will very likely succumb to the same flaw, I'm going to bite the bullet and try to fix myself. I ordered the tools from ifixit.com and will attempt to open the phone and remove the offending piece. Wish me luck!
    Stang68 and weksa like this.
  14. #89  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Just got off of the chat with Motorola. They are sending me a replacement for my Moto Maker MotoX due to this grommet issue. I fully expect it to return on the next one too though. =(

    But am happy Moto is willing to keep sending out replacements for this issue.
  15. #90  
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    Quote Originally Posted by bryanmsi View Post
    Add me to the list. I'm pretty sure it was like this from day one. I KNOW it was like this after a week. It doesn't seem to be impacting the camera images though. I'm not going to mess with a fix until the image quality suffers.

    Posted via Android Central App
    Update - surgery was a success! First, the iFixit directions are pretty good. But their tools aren't so hot. I ordered the kit, including the iOpener. It worked, but barely. Still a lot harder to peel the case off than I expected. Next, they don't include the right star tool. Fortunately I had another toolkit that DID have the right tool.

    Anyway. Remove the back. Remove 5 screws from the upper module and it pops right out. The camera is super easy to access. The offending ring is a black thin plastic ring with some adhesive. Its simple to pull off. The hardest part was the volume rocker that fell out on its own but took an amazing amount of hassle to get back in place. And it still feels a little strange but works just fine. Having done it once, I could do it again in 5 min.

    So, its a design problem. It will happen to any new or rebuilt phone that has the plastic part. Moto might be happy to give you another device, but odds are you will have the problem again. And again. And again.

    If you don't mind a little hands on work, and want to fix it once and for all, I say go for it!!

    Posted via Android Central App
  16. #91  

    Default Re: Moto X - Front Camera Grommet Dislocated

    I've had my phone for a year but i really have not used the front facing camera at all. I did just take a peek and it looks to be centered and the camera seems to have no issues. Just chiming in.
  17. #92  
    weksa's Avatar

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    Default Re: Moto X - Front Camera Grommet Dislocated

    Surprise surprise: I initiated my FFC issue on July 6. After telling me multiple times that they would call me in 48-72 hours (never did), they just emailed me today August 26 to tell me that my case has been escalated, and for me to call them.
  18. #93  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Just bought a developer version and was that way out of the box. I now have a new one and is fine for now.

    Posted via the Android Central App
  19. #94  

    Default

    So my 3rd moto x is having the same issue of the grommet slipping on the front facing camera.....any chance they will give me a 2014 edition since this will just keep happening?

    Posted via Android Central App
    weksa likes this.
  20. #95  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Three phones, geez. There's a chance you'll get a 2014 one. That chance is zero, but it's still a chance ;-)
  21. #96  

    Default Re: Moto X - Front Camera Grommet Dislocated

    Quote Originally Posted by bryanmsi View Post
    Update - surgery was a success! First, the iFixit directions are pretty good. But their tools aren't so hot. I ordered the kit, including the iOpener. It worked, but barely. Still a lot harder to peel the case off than I expected. Next, they don't include the right star tool. Fortunately I had another toolkit that DID have the right tool.

    Anyway. Remove the back. Remove 5 screws from the upper module and it pops right out. The camera is super easy to access. The offending ring is a black thin plastic ring with some adhesive. Its simple to pull off. The hardest part was the volume rocker that fell out on its own but took an amazing amount of hassle to get back in place. And it still feels a little strange but works just fine. Having done it once, I could do it again in 5 min.
    I followed your lead and took apart my phone. It was fairly easy to do, but I work as an electronics technician so I am used to this sort of thing. After taking my phone apart I removed the grommet with tweezers and my camera is now obstruction free.

    With the grommet removed I'm concerned about dust getting into the space between the camera lens and the face of the phone. I'll just have to keep an eye on that.
    weksa likes this.
  22. #97  

    Default Re: Moto X - Front Camera Grommet Dislocated

    My first Dev one way this way when I received it now my replacement it starting it slip over the camera

    Sent from my XT1053 using Tapatalk
  23. #98  
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    Default Re: Moto X - Front Camera Grommet Dislocated

    The grommet is finally covering the top curve of my lens. I'm getting a dark shade along the top of my photos.
  24. #99  

    Default Re: Moto X - Front Camera Grommet Dislocated

    It is an odd design flaw...

    Moto X (1st gen): Front Camera Grommet Dislocated-dsc_3052.jpg
    weksa likes this.
  25. #100  

    Default Re: Moto X - Front Camera Grommet Dislocated

    I had my 2013 replaced with a 2014 because of this issue. It was real hassle and took forever and many many follow-up phone calls and persistance. They finally gave me a Moto Maker code. Still havent received a request to return my old one.
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