Motorola Facing $5M Lawsuit Over Poor Customer Service

[Sgooter]

Recalling that some MXPE owners have experienced problems with Motorola's customer service, I thought you might be interested in this news item: Moto Lawsuit

 

[Golfdriver97]

I'm a little surprised at the amount. Not really surprised this is happening though.

 

[radgatt]

I'm a little surprised at the amount. Not really surprised this is happening though.

Did you think it would be more or less?

 

[isdaako]

After 4 years of being a loyal Motorola advocate it was their service / customer support that finally killed them to me. Waiting on my HTC 10.

 

[Golfdriver97]

Did you think it would be more or less?

More. Can't give an exact number, but when I saw 5M, I did a double take.

 

[radgatt]

More. Can't give an exact number, but when I saw 5M, I did a double take.

I agree. I also didn't like Motorola's response to the lawsuit either. It came out as arrogant and insincere. I like the Pure Edition but even I had to have one replaced. Things like this and the slowly removal of US influence has even had me wanting to move to another OEM.

 

[anon(6038817)]

Strange. My interactions with their customer service have always been excellent.

 

[Golfdriver97]

I agree. I also didn't like Motorola's response to the lawsuit either. It came out as arrogant and insincere. I like the Pure Edition but even I had to have one replaced. Things like this and the slowly removal of US influence has even had me wanting to move to another OEM.

This was my reaction to Moto's reply:
https://www.youtube.com/watch?v=qJzXoompw_I

 

[Laura Knotek]

My MXPE died on April 15th. I sent it back for repair.

Moto sent me a refurbished device today that was a paperweight. They never removed the previous owner's Google account before doing the FDR. So the refurbished device went back too, and I'm waiting yet again for a usable device.

 

[isdaako]

My MXPE died on April 15th. I sent it back for repair.

Moto sent me a refurbished device today that was a paperweight. They never removed the previous owner's Google account before doing the FDR. So the refurbished device went back too, and I'm waiting yet again for a usable device. ??????

It took a month to send you a brick! Sad, sad, sad. Good luck with the next.

 

[Laura Knotek]

It took a month to send you a brick! Sad, sad, sad. Good luck with the next.

Granted, it took 2 weeks, not a month, but that's still unacceptable. I know better that I need to remove my Google account from a device if I'm giving it away or selling it, so the next person will be able to use it. An Android OEM should know how to properly reset Android devices.

 

[mogelijk]

Motorola died when Lenovo bought them. Sad but everything points to it, including Lenovo wanting to kill the name as a brand.

 

[Sgooter]

Granted, it took 2 weeks, not a month, but that's still unacceptable. I know better that I need to remove my Google account from a device if I'm giving it away or selling it, so the next person will be able to use it. An Android OEM should know how to properly reset Android devices.

Wow! Given how long I've been an Android user, I'm embarrassed to admit I didn't know about the need to remove a Google account before discarding my phone; always thought the FDR would do it. Thank you!

 

[Sgooter]

Motorola died when Lenovo bought them. Sad but everything points to it, including Lenovo wanting to kill the name as a brand.

Totally agree! Wouldn't be surprised to see Lenovo up for sale on Swappa in the near future.

 

[skipatrol]

My MXPE died on April 15th. I sent it back for repair.

Moto sent me a refurbished device today that was a paperweight. They never removed the previous owner's Google account before doing the FDR. So the refurbished device went back too, and I'm waiting yet again for a usable device. ??????

That's awful. What happened to your original device?

 

[Golfdriver97]

Wow! Given how long I've been an Android user, I'm embarrassed to admit I didn't know about the need to remove a Google account before discarding my phone; always thought the FDR would do it. Thank you!

This is a relatively new thing. Some where in the Lollipop updates (5.0.1 I think).

 

[travaz]

Sadly it is not Motorola that does these repair and replacements. I believe they are contracted out to some Chinese Company. They do all the shipping and replacements. As far as I know they do the repairs also. Motorola is really a shell company that contracts out everything to third party vendors. I have only owned Motorola phones until the blue tooth and WiFi began acting up. Blue Tooth wont connect any longer. Moto says its a Google Problem and there is a fix. Well I cant wait for Moto to get off their A$$ and put out an update. Not having Blue Tooth is somewhat of a serious issue these days. Also what happened to the quick updates with no carrier? All a bunch of BS. I went out last weekend and bought a Samsung Galaxy S7 Edge. I like it so by by Moto.

 

[mogelijk]

Sadly it is not Motorola that does these repair and replacements. I believe they are contracted out to some Chinese Company. They do all the shipping and replacements. As far as I know they do the repairs also. Motorola is really a shell company that contracts out everything to third party vendors. I have only owned Motorola phones until the blue tooth and WiFi began acting up. Blue Tooth wont connect any longer. Moto says its a Google Problem and there is a fix. Well I cant wait for Moto to get off their A$$ and put out an update. Not having Blue Tooth is somewhat of a serious issue these days. Also what happened to the quick updates with no carrier? All a bunch of BS. I went out last weekend and bought a Samsung Galaxy S7 Edge. I like it so by by Moto.

As I mentioned above, Motorola was sold to Lenovo, a Chinese company, and Lenovo has killed Motorola -- it is since Lenovo bought the company that Customer Service (which was never the best) became horrible and that they quit creating quick (or even any) updates. The Motorola name is even going away -- while Lenovo will keep the "Moto" name for the phones, they will be a Lenovo Moto phone, not Motorola.

 

[Laura Knotek]

That's awful. What happened to your original device?

I was playing a YouTube video, and the device shut off. When I tried to reboot it to recovery, no recovery existed.

 

[skipatrol]

I was playing a YouTube video, and the device shut off. When I tried to reboot it to recovery, no recovery existed.

Yeah that's kinda scary.