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Motorola apologizes for warranty delays, promises solutions

Following threats of a class action lawsuit, Motorola has finally responded to claims it hasn't been sending out warranty replacements, apologizing and promising to find solutions.

Published onApril 21, 2016

Moto X Pure Edition Unboxing-2

Motorola has been in the wars lately, from its upcoming Moto G4 and Moto G4 Plus getting leaked every which way but sideways to a rather embarrassing issue with exchanging devices for those customers covered by warranty for which it copped a horrendous beating in Reddit which resulted in threats of a class action lawsuit.

Moto X Pure owners complaining of display driver issues

The problem was that customers sending their Moto device or smartwatch back to Motorola under warranty were promised a replacement within days, but that timeframe often extended into weeks and months. The standard response seemed to be that Motorola didn’t have any replacement devices on hand. Uh huh.

Moto X Pure Edition Unboxing-14

Droid Life picked the story up and got the following response from Motorola:

We’re experiencing delays at our US repair center that is influencing repair times for some customers. 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.

While this is hardly a solution for those that have been waiting for months to get a replacement device, at the very least it shows that Motorola is well aware of the situation and has now publicly pledged to address it. If you’re one of the affected masses, Motorola suggests you contact them (again). I’d suggest having the statement on hand and a record of your previous attempts to get your warranty replacement shipped out. Here’s the essential info:

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.

What have your experiences dealing with warranties been like? Any horror stories or happy endings to share?

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