In recent weeks, Motorola’s customer service and warranty claims departments have taken a beating from the readers of this site and elsewhere around the internet for their failures to issue timely warranty placements of the company’s flagship products. It doesn’t take long to find horror stories related to warranty claims of the Moto X Pure Edition or Moto 360 because, according to Motorola, the company’s US repair center is currently “not up to our standard of excellence.” Motorola even “deeply” apologized for the mess.
But apologies can only get you so far in this world, especially when you are dealing with angry customers who have been thrown into the customer service blender for weeks and weeks on end without resolution. According to TrustedReviews, a $5 million class-action lawsuit has now been filed against Motorola over allegations of poor customer service.
The complaint was filed on April 21 for “unfair, unscrupulous, immoral, and oppressive” business practices and claims that Motorola owes “thousands of people” compensation. The lawsuits states that Motorola violated its express warranty, the Magnuson-Moss Warranty Act, and the Fair Business Act, while also being “unjustly enriched.” In other words, Motorola hasn’t kept up its end of the warranty bargain it made with customers.
As for a timeline of what happens now, TrustReviews says that all parties need to meet in court and a court needs to decide of there should be a jury trial. If it doesn’t go to trial, a resolution could still be worked out, but it could be months and months before anyone sees compensation, assuming they are entitled to any.
In the end, I think the important takeaway is that companies do need to be held accountable when they are drastically inconveniencing customers.
UPDATE: Motorola issued us this statement today.
Motorola has a long history of providing exceptional products and services to its customers. We are aware of the lawsuit, and are investigating the claims, which we believe to be without merit. If any consumer has an issue with a Motorola product, we ask them to contact customer service 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 Eastern Time.