11-11-2015 09:44 PM
44 12
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  1. Marvin_the_Paranoid_Android's Avatar
    I just received my new Moto x 2nd gen with a blue plastic cover. Out of the box the back was not stuck on properly as there was some uneveness at the edges. Seems like there is a problem with the adhesive. I am very disappointed. It seems I may have to send it back and they will have it repaired. While some people may think I am too picky, I just don't think a brand new product should come like this straight out of the box.
    02-03-2015 03:17 PM
  2. sharkita's Avatar
    I just received my new Moto x 2nd gen with a blue plastic cover. Out of the box the back was not stuck on properly as there was some uneveness at the edges. Seems like there is a problem with the adhesive. I am very disappointed. It seems I may have to send it back and they will have it repaired. While some people may think I am too picky, I just don't think a brand new product should come like this straight out of the box.
    I would definitely send it back. I have one of the colored plastic backs on my phone, and it's been just fine since day 1. You should not settle for a defect like that right out of the box.
    Andre Light likes this.
    02-03-2015 04:27 PM
  3. johnatthebar's Avatar
    I'm confident that Motorola is at least looking into this. I assure you.

    Posted via the Android Central App
    02-03-2015 07:08 PM
  4. cgardnervt's Avatar
    I just received my new Moto x 2nd gen with a blue plastic cover. Out of the box the back was not stuck on properly as there was some uneveness at the edges. Seems like there is a problem with the adhesive. I am very disappointed. It seems I may have to send it back and they will have it repaired. While some people may think I am too picky, I just don't think a brand new product should come like this straight out of the box.
    Send it back.
    02-04-2015 07:38 AM
  5. BruceButtcheeks's Avatar
    I just received my new Moto x 2nd gen with a blue plastic cover. Out of the box the back was not stuck on properly as there was some uneveness at the edges. Seems like there is a problem with the adhesive. I am very disappointed. It seems I may have to send it back and they will have it repaired. While some people may think I am too picky, I just don't think a brand new product should come like this straight out of the box.
    Could you by chance post some pics of the back of you still have the phone.
    02-08-2015 11:33 PM
  6. sinawae's Avatar
    Yeah, I had bamboo backing and it started to peel off from the lower left corner hardly a week into use. Pretty annoying, even if covered under warranty. Nobody wants to go through the hassle of sending off their phone to get it repaired/replaced.
    I ended up having to get a new phone anyways after it fell out of my pocket. The only replacement they had available for (many) weeks out was the base model backing which seems to just be black vinyl/rubber. I was annoyed at first having been so excited about the bamboo, but actually like it a lot better. It grips better and doesn't feel as flimsy and shows no signs of peeling.
    02-27-2015 04:39 PM
  7. Andre Light's Avatar
    I've had the same problem with my bamboo-backed Moto X 2nd Generation Pure Edition. I purchased the phone brand-new from Motorola's website late last September, and I noticed the defect about 2 months ago (so 2 months of warranty coverage left at that point).

    Motorola support confirmed that the repair would be covered after I sent in an image.
    Moto X Backs Peeling?-back-pulling-away-one-side.jpg

    They offer an Advance Replacement option for a $25 fee (non-refundable); when this option is selected, they'll send you a new phone while you keep your current phone, and then you send your old phone back after you transfer all your settings/data. The free repair/replacement option requires one to send in their phone and wait for the replacement.

    Unfortunately, I've had a terrible experience with the Motorola repair department. I don't think I'll ever buy another product from Motorola, smartphone or otherwise. Over the past 6 weeks, I've received 4 (yes, FOUR) replacement Moto X devices from Motorola, and each one has had the same defect: a peeling bamboo back cover. I tried pushing the back cover down, but it always pops back up after several minutes (especially when the phone warms up a bit after several app installations). I spoke with a repair escalation department supervisor (Ruben) today, and he said he'll escalate this and assured me that the next replacement I receive (the fifth replacement) will not have any problems. I'll post an update upon receipt.

    In case the fifth device is, yet again, defective, does anyone have recommendations for what I should do next (other than trying to fix it myself)? Does anyone have information on how I can send an email to Motorola's president, Rick Osterloh, or to someone who heads up the the repair department/oversees the supervisors?

    In the meantime, I recommend not buying a Moto X (any generation). Some percentage of mass-produced products will always fail, and Motorola has shown that they don't respond adequately, even when given multiple opportunities. We'll see how the fifth replacement goes...
    09-25-2015 04:39 PM
  8. Geodude074's Avatar
    It actually makes a lot of sense that the backs are peeling off, because the backs are simply stuck on using tape. If your phone gets damp or moist at all, there's a risk of the adhesive losing its grip, thus resulting in a peeling back.

    I just changed my back cover last night. I bought my Moto X with a natural leather back, but after just 2 weeks of ownership it was already scratched, beat, and bruised, so I decided to replace it with a bamboo back. Once I peeled the back cover off, I was actually sorely disappointed on how Motorola assembles the Moto X. The back cover is simply stuck on using tape, that's it.
    09-29-2015 09:39 AM
  9. rob34222's Avatar
    i've had SIX of these phones with wooden backs, and never a single issue with peeling. four bamboo, two walnut.

    i make signs for a living and i have plenty of tape here that is impervious to weather, meaning both temperature and moisture. some tapes i install after spraying with water to slow the adhesion process. for example picture an emblem taped to a car. that tape generally outlasts the car.

    i often leave the phone on the counter in the bathroom when i shower and all the steam and condensation has never affected mine.

    it would be far more likely that the tape is getting fingerprint oil from the unskilled laborers in china touching the adhesive, or a greasy machine contaminating it before installation.

    i understand people have problems with the backs, but i want you guys to understand it isn't because of moisture or dampness.
    Geodude074 likes this.
    09-29-2015 12:28 PM
  10. Geodude074's Avatar
    i've had SIX of these phones with wooden backs, and never a single issue with peeling. four bamboo, two walnut.

    i make signs for a living and i have plenty of tape here that is impervious to weather, meaning both temperature and moisture. some tapes i install after spraying with water to slow the adhesion process. for example picture an emblem taped to a car. that tape generally outlasts the car.

    i often leave the phone on the counter in the bathroom when i shower and all the steam and condensation has never affected mine.

    it would be far more likely that the tape is getting fingerprint oil from the unskilled laborers in china touching the adhesive, or a greasy machine contaminating it before installation.

    i understand people have problems with the backs, but i want you guys to understand it isn't because of moisture or dampness.
    Thanks for clearing that up, moisture was just my guess as to why the adhesive is losing its grip.

    In any case, using tape to stick the back on isn't a very good design decision in my opinion, you can't routinely take the back off and put it back on without risking destroying the back cover and most definitely the tape.

    My leather back is dented and damaged from the inside now from where I had to lift it off from inside the sim tray, I'll never swap it back on. If I had replaced it with another leather back, I'd be worried about damaging that one too the next time I take it off (to replace the battery or to simply swap it out).

    The plastic and wood back covers probably aren't as prone to damage, but the leather backs are way too soft, hence why they scratch and bruise so easily.
    09-30-2015 02:44 PM
  11. Andre Light's Avatar
    I received the fifth replacement device today and it had the same problem. The Motorola Repair Department supervisor, Ruben, tried to put together a case by noting all 5 of my RMA numbers and the fact that I keep receiving the same phone with the same problem. He said Motorola would not send me a different phone (e.g. one with a plastic back cover instead of bamboo).

    Now, I'm escalating to Ruben's supervisor or whatever the next level may be (he wasn't clear about who that might be). I'll post an update when I have more information. Again, please let me know if you have any information about how I might be able to expedite a resolution. I just want a replacement Moto X 2nd Generation with a plastic back rather than wood.
    10-06-2015 01:53 PM
  12. Geodude074's Avatar
    I received the fifth replacement device today and it had the same problem. The Motorola Repair Department supervisor, Ruben, tried to put together a case by noting all 5 of my RMA numbers and the fact that I keep receiving the same phone with the same problem. He said Motorola would not send me a different phone (e.g. one with a plastic back cover instead of bamboo).

    Now, I'm escalating to Ruben's supervisor or whatever the next level may be (he wasn't clear about who that might be). I'll post an update when I have more information. Again, please let me know if you have any information about how I might be able to expedite a resolution. I just want a replacement Moto X 2nd Generation with a plastic back rather than wood.
    Ever consider just putting a plastic back on it?
    10-07-2015 04:49 PM
  13. nickname303's Avatar
    If you read his post again, he says that Motorola won't send him a phone with a plastic back instead of the bamboo one (heaven knows why).

    Posted via the Android Central App
    10-08-2015 05:34 AM
  14. Geodude074's Avatar
    If you read his post again, he says that Motorola won't send him a phone with a plastic back instead if the bamboo one (heaven knows why).

    Posted via the Android Central App
    So what's stopping him from taking the bamboo back off and putting on a plastic one?
    10-08-2015 10:02 AM
  15. nickname303's Avatar
    So what's stopping him from taking the bamboo back off and putting on a plastic one?
    Where do you get replacement backs from? It's probably a really simple thing to do if you can get hold of a replacement back. Even so, the principal of the thing would kinda eat away at me if it was me. Why the hell should someone have to rip their phone apart and stick it back together again? Motorola should send him one with a plastic back if that's what he wants now

    Posted via the Android Central App
    GeordieAffy and Andre Light like this.
    10-09-2015 07:16 AM
  16. Geodude074's Avatar
    Where do you get replacement backs from? It's probably a really simple thing to do if you can get hold of a replacement back. Even so, the principal of the thing would kinda eat away at me if it was me. Why the hell should someone have to rip their phone apart and stick it back together again? Motorola should send him one with a plastic back if that's what he wants now

    Posted via the Android Central App
    Amazon or eBay.

    It's not difficult to replace the back, just take it off and put on a new one. Why waste so much time with 5+ RMAs because of a peeling back when you can just change the back yourself? 5 minutes and you're done.
    10-09-2015 02:56 PM
  17. Andre Light's Avatar
    Where do you get replacement backs from? It's probably a really simple thing to do if you can get hold of a replacement back. Even so, the principal of the thing would kinda eat away at me if it was me. Why the hell should someone have to rip their phone apart and stick it back together again? Motorola should send him one with a plastic back if that's what he wants now

    Posted via the Android Central App
    I couldn't have said it better. I know this forum has many skilled DIYers, but I'm not one of them; plus, taking apart a phone typically requires special tools and sometimes luck. I wouldn't take the risk of disassembling a phone that's still under warranty; if it wasn't under warranty, I probably wouldn't have posted and eventually would have taken that risk.
    11-11-2015 08:23 AM
  18. Andre Light's Avatar
    After the 5th RMA, I was finally able to go beyond the repair division supervisor (I should have tried that after the 3rd RMA), but it clearly wasn't easy to get there. Here are the steps I had to take to get a replacement phone with a resin back:

    1. Go through several RMAs (I went through 5, but your limit should be 3).
    2. Repeatedly tell the repair support agent, and then the supervisor, that I'm not OK with receiving yet another identical replacement device.
    3. The supervisor put together a case/proposal for sending me a device with a different back and took that to his supervisor (supposedly the last resort). That proposal was rejected because Motorola has a rigid policy of replacing "like with like." I continued to complain, indicating that it was unacceptable. I asked to speak with the person who denied the replacement proposal.
    4. That person confirmed that my only option was to replace "like with like" because that's Motorola's policy. I asked that person if he made the policy; he said no, so I asked "Who makes the policies?"
    5. The customer service rep gave me an email address to which I could voice my concerns (I won't provide that here because I don't want it to be abused--you can follow the steps above to get it if you're going through the same support issue I've gone through). I wrote the following email:
      --
      Motorola Executive Team:

      I'm an extremely frustrated customer at this point because, after five repair/exchange cycles over the course of 2 months, I still don't have a replacement Moto X (2nd Gen. Pure Edition 32 GB). The problem: the bamboo back cover on my phone (and all five replacements) does not seal completely, i.e. there's a rough edge when sliding a finger from the metal edge of the phone to cover. That will allow more moisture and dirt to make its way inside the phone, and it's not the level of polish most people would expect from a $600 device (unfortunately, I purchased it around the launch date, hence the inflated cost; but I wouldn't expect that from a $400 device either...it's just a poor technical design choice).

      Here are my 5 RMA numbers:
      [...list all RMA numbers...]

      Apparently, the problem with the bamboo back covers is common, and the following forum threads prove that I'm not the only one:
      Peeling wood: htt p:// forum.xda-developers.com/moto-x-2014/help/peeling-wood-t2893328 (255 posts)
      Moto X Backs Peeling?: htt p:// forums.androidcentral.com/moto-x-2014/444575-moto-x-backs-peeling.html (36 posts, including my two posts)
      Video: Moto X 2nd Gen Bamboo Back Panel Coming Off Problem: htt ps:// youtu.be/h37neU2HJsI

      Considering all of the above, why is your policy to replace "like for like" so inflexible, especially when the product is defective? That's a strong disincentive to purchase any future Motorola product (I was going to buy the Moto X 3rd generation--with a plastic back, of course--but not if you can't send me a non-defective replacement), and a strong incentive to contact the tech media about Motorola's poor product quality and, especially, poor customer service so I can save others from this unacceptable hassle.

      Please do the right thing: stand by your product and allow your repair department to send me the same phone, but with a plastic back instead of bamboo.

      I look forward to your response.

      Sincerely,
      Andre Light
      --
    6. Send picture of the peeling back to the Motorola executive customer service team, and anything else them might request. It might be difficult, but be patient and polite to increase your chances of a satisfactory outcome.


    (Sorry about the broken links above; I haven't made 10 posts to this forum yet, so it won't allow me to post links.)

    In the end, Motorola sent me a new Moto X 2014 with a resin back, so it was worth the effort. I will buy the third generation Moto X in a year or two unless competitors create a phone with even better value, but I'll wait until the price drops to half of the launch price (or less), I won't design it with a wooden or leather back, and if I detect any issues upon receipt, I will return it within the 14 day easy return window instead of waiting.

    I hope this helps others. I also hope Motorola improves their customer service and changes their policies.
    11-11-2015 09:09 AM
  19. Geodude074's Avatar
    OEM Motorola Moto X 2014 2nd Gen Back Door Battery Cover Replacement Bamboo

    $23 for bamboo back cover, or...

    http://www.ebay.com/itm/Motorola-Moto-X-2nd-Generation-2014-Battery-Back-Door-Cover-Housing-Lot-B-/261697988818?var=560565152846&hash=item3cee6a68d2:m:m2BufXZSzLlhGrmY-mlJ0oA

    $13 for plastic back cover.

    http://www.amazon.com/Telephone-Repair-Opening-Plastic-Spudger/dp/B00GYUQTKA/ref=sr_1_10?ie=UTF8&qid=1447299536&sr=8-10&keywords=phone+spudgers

    $3 for a set of plastic spudgers, the only tool you need to take off the back of your phone (actually you don't even need a spudger if you have a thin hard piece of plastic, like a credit card).

    $16 and 5 minutes of your time and you can easily replace the back yourself.

    Sure it goes against the principle of Motorola shipping out a flawless device. But I'd rather spend $16 and 5 minutes of my time and fix this issue, than having it RMA'd 6+ times and wasting more of my time.

    I switched out the back cover of my Moto X a few days after I bought it. It's seriously not hard. It's as easy as peeling off a back cover.
    11-11-2015 09:44 PM
44 12

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