1. atari52oo's Avatar
    I purchased my customized turbo 2 a few days after it was released. About two weeks ago I started getting a vertical pink line through the left side of the screen. I could press on the bottom of the screen and make it go away, but in the end it always comes back. So I called Motorola and talked to tech support. They are having me send the phone in for "repair".

    I'm going to do this, but I have two questions I hoping someone could answer.
    1. Are they really going to rip the phone apart and repair/replace parts? Or are they going to just send me a different phone?
    2. From someone who has sent their phone in, how fast has the turnaround been? From the time your shipped, till received the phone back?

    Luckily I have an old Moto X, so I should be able to survive a little while. All in all though this has been a great phone so far outside of this pink line.

    Thx!
    05-10-2016 04:47 PM
  2. Laura Knotek's Avatar
    I had a Moto X Pure Edition that died on April 15. I sent it back on that date.

    Moto sent me a refurbished device that arrived on April 29. That unit was a brick since they didn't remove the original owner's Google account. I sent it back on that date.

    I received the refurbished device unbricked yesterday, and I am using it now.
    05-10-2016 05:04 PM
  3. doogald's Avatar
    05-10-2016 06:12 PM
  4. atari52oo's Avatar
    UPDATE!

    Sent my phone in, and got it back today! The paperwork that came in the box said they replaced the system board. I have verified from previous screenshots that the phone has a new serial and mac address. The metal bezel previously had a few small scuffs, and they were still there. The screen had a few small scuffs/scratches which are now gone. So in addition to replacing the board, they either replaced the whole external screen, OR replaced the "Shatter Shield". Either way it looks brand new!

    So for those who may be curious, here was my timeline:
    5/16 Dropped the phone off at FedEX (Moto sent me a prepaid ground label)
    5/20 Fedex showed phone was delivered at the repair facility in Fort Worth, TX
    5/21 Email received from Moto saying the phone was received.
    5/25 Fedex sent shipment notification email w/ tracking number from Moto. Was sent FedEx-2Day
    5/27 Received phone call from FedEx saying they had a package at the local depot with my name, city, zip, phone #, and NO ADDRESS!

    So I ended up asking if I could just drive to the local fedex depot and pick it up VS waiting one or more days to have them deliver now that they had my address. They we're cool with me picking it up from the depot, so that's what I did...
    05-27-2016 06:22 PM
  5. doogald's Avatar
    11 days? That's better than they were doing, but still too long for anybody to be without a cell phone. Still unacceptable. It should be received and repaired on the same day, or send a refurb back if they cannot repair it in that timeframe.
    05-28-2016 09:58 AM
  6. lgGslateuser's Avatar
    I believe they offer an advance replacement, they send you a phone before you send yours in. You just have to pre-auth tire credit card in case you fail to send in your old phone. So no wait time at all if you do that.

    Posted via the Android Central App
    06-08-2016 09:29 AM
  7. JEdmondson123's Avatar
    I'm in the process of the advanced replacement procedures - so far - not so good. My process started in late November when I reached out to Motorola about the green line on my phone. They had trouble with the computers on their end that day so they said they would send an email with contact forms I could use finish filing for a phone repair. It took over a week for the email to come through. I still ending up having to call in and ask for a replacement/repair when I did on 12/04. On 12/29 I'm still waiting on the Fed Ex package to send my phone back in.

    Meanwhile my phone is completely useless now with the latest update that was pushed out I can't even open the phone any longer. This was my first experience using a Motorola phone and I'm NOT impressed at all.
    12-29-2016 10:53 AM
  8. AngrySaguaro's Avatar
    I'm in the same situation as JEdmonson123. I have a Moto G4 purchased from the Amazon promotion and after 3 weeks the phones screen went black. I sent the phone into Motorola on 11/21/16 and have not received the replacement as of today; 1/4/16.
    I was told by customer service today that repairs were taking longer due to the Holidays. I have a back-up but I'll buy a different phone and take up the Motorola issue with Amazon.
    01-04-2017 02:32 PM
  9. doogald's Avatar
    I'm in the same situation as JEdmonson123. I have a Moto G4 purchased from the Amazon promotion and after 3 weeks the phones screen went black. I sent the phone into Motorola on 11/21/16 and have not received the replacement as of today; 1/4/16.
    I was told by customer service today that repairs were taking longer due to the Holidays. I have a back-up but I'll buy a different phone and take up the Motorola issue with Amazon.
    There is simply no excuse for them not to have a replacement within a day, holiday or not holiday. This is the biggest reason I won't buy Moto anymore - not until I see things like this improve to reasonable customer service. Obviously they still have improvements to make.
    AngrySaguaro likes this.
    01-04-2017 05:06 PM

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