Motorola Admits To Warranty Delay Problems; Apologizes and Vows to Find a Solution

Discussion in 'Android News' started by dgstorm, Apr 21, 2016.

  1. dgstorm

    dgstorm Editor in Chief
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    Last Friday, we shared a small post in the Motorola section which suggested a number of users on Reddit were having problems getting warranty replacements from Motorola. We didn't post it as a full blown news story, because we weren't sure how widespread the problem was at that time. Despite that, we decided it would be worth sharing in the forums, just to find out if other folks were having the issues too, or if it was overblown.

    It turns out the problem was not overblown, and in fact Motorola has come forward publicly admitting the warranty problems. Motorola released the following statement regarding warranty delays at their U.S. repair center:

    "We know how important it is for you to get your phone back as quickly as possible so we’re working hard to identify and implement solutions. We are dedicated to the highest quality service and this is not up to our standard of excellence. We deeply apologize for any inconvenience this situation has caused.

    If you are currently having an issue with warranty fulfillment, please contact us at 888-355-8422. We are available Monday through Friday from 6:00 AM to 6:00 PM, or on Saturday and Sunday from 8:00 AM to 5:00 PM Central Time."

    It's good to see that Motorola has decided to "own up" to their mistake, but it's disheartening to see that they let it get this bad at all. We will reserve judgment as we wait to see how well they pick up the slack and handle this situation. Please sound off if you are one of the folks experiencing warranty replacement delay problems with Moto.
     
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  2. tech_head

    tech_head Silver Member

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    Motorola has had warranty problems for years.
    Now they are admitting it? SMH...
     
  3. Sajo

    Sajo Diamond Member

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    For years? I'm not sure about that statement. I have had several phones replaces by them using their RMA process and the replacements were always at my house within 4 days. Here lately...yes, they have had some issues.

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  4. Wadman

    Wadman Senior Member

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    Does this have anything to do with moto maker? I mean I think that takes some time. But It took around 9 days or so to get my replacement t2 from them.
     
  5. Sajo

    Sajo Diamond Member

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    I'm not sure about new phones, they seem to be shipping quick. PereDroid just got his new Turbo 2 within a few days of the order. But some folks are reporting that they are out of refurb phones to send out for warranty claims.

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  6. Mustang02

    Mustang02 Diamond Member

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    Are they going to off a $50 off coupon like they did for us bionic users? What a slap in the face.
     
  7. Sajo

    Sajo Diamond Member

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    Thats for the Droid Maxx upgrade, right? Not warranty repairs on the Turbo 2 and Moto X Pure which seem to be delayed at the moment.

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  8. Mustang02

    Mustang02 Diamond Member

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    Eh I can't remember. Probably both. They've bent me over a few times. I kept going back for more.
     
  9. Sajo

    Sajo Diamond Member

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    I haven't heard of any rebates for delayed warranty claims, but they did / are offer rebates for Droid Maxx users.

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  10. Mustang02

    Mustang02 Diamond Member

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    No, that's what I was wondering if they were going to.
     
  11. Sajo

    Sajo Diamond Member

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    I doubt it, they will figure out what the hold up is and fix it. I have confidence.

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  12. Sajo

    Sajo Diamond Member

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    Maybe this isn't quite as bad as reported by various news sites? Another forum member posted recently on the Turbo 2 sub-forum that their new phone is en-route already, via warranty claim. Or maybe this affects other Moto phones?
     
    #12 Sajo, Apr 21, 2016
    Last edited: Apr 22, 2016