I have this problem on my Cognac Moto360. I've never switched the band, but when I go jogging I prefer it a little tighter. This may have caused the initial cracks, but now they seem to be getting larger by the day even when loose.
I read this thread and expected that I could do the $200 hold and get the replacement before sending back the watch. However, surprisingly, during my live chat they stated they will charge me an extra $24.99 non-refundable fee on top of the $200 because this is the "Advanced Exchange" program which is a premium service. I was disappointed, and the CSR would not waive the fee. I have the free option of returning the watch first and then having them send a new one, but that leaves me without a watch for who knows how long.
I will try calling tomorrow to see if I can have this fee waived. I'm getting aggravated. It's a blatant design flaw and I would think they could provide this service for free since they're covered by the $200 hold and they're not doing any more work compared to the free exchange option.
Here's the relevant part of the chat, in case anyone cares:
Nestle: We have 2 option for the replacement.
Aaron: ok
Nestle: The Advance Exchange program is a premium service offered to consumers for a fee. This service will provide you with a replacement device before you send your defective device to Motorola we will be having a $200 hold on your credit card plus the tax and that is refundable also a premium fee of $24.99 which is not refundable. Once you receive your replacement device, we ask that you send the defective device to us within five days.
Nestle: If you do not want to participate in our Advance Exchange program, we also have a Repair and Return Program or Return and Exchange (available service program will display on Repair Type and Additional Offerings screen). These programs are available without a fee. Please note that these programs require you to send your device to our service facility before a repair or exchange will take place.
Nestle: we have 2 options
Aaron: Very disappointed that I would have to pay $24.99 for the first option. Why is this necessary if I put a $200 hold on my credit card, and this product is defective?
Aaron: If the $200 hold is in place, it seems unnecessary that I would pay $24.99 for the same amount of work that you would do for the free service (return and exchange). I am confused.
Nestle: If you will be choosing to have the watch first, there is already a syste, generated fee of $24.99. if not, if you will be choosing the second option $24.99 is not inlcuded.
Aaron: Thank you for your help Nestle. I think I will call the Motorola Support phone number so I can talk to someone about this fee. I like that this option exists but I am disappointed that the fee is included, especially since this appears to be a very common design defect in the watch. I will talk to a higher support tier to see if I can have it waived.
Nestle: In that case aaron you need to be connected to the Repair and Escalations department.