Have you ever had to take advantage of a smartphone warranty? Nobody wants to believe that one day their beloved handset could just up and suddenly stop working, but sometimes even the best-made phones suffer from unexpected faults. When that happens, we turn to the safety net of manufacturer warranties to make sure that we can get up and running with fully functional hardware as soon as possible. Unfortunately, last week we started hearing some concerning reports from Motorola users who found themselves dealing with unacceptable wait times while trying to get Motorola to fulfill its warranty obligations – to the point where some were told that there was no replacement hardware available for them at all. At the time we reached out to Motorola for its response, and the company took the opportunity to reinforce its commitment to customer service and announce it was looking into the allegations. Today it follows that up with a new statement, partially confirming what we’ve heard.
We’re experiencing delays at our US repair center that is [sic] 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.
The company doesn’t expand upon claims that users were told that the company had depleted its stocks of warranty-replacement hardware, but the admission of delays we see here does generally fit with the tone of those many accounts.
Motorola goes on to invite users who have been experiencing delays trying to get warranty service on their phones and wearables to contact the company at 888-355-8422 in order to hopefully have those problems resolved.