Last week, we highlighted an unpleasant situation involving warranty exchanges of Motorola products and how people were being left without phones and watches for months when they were told initially it would be just days. We asked at the time that you share your Motorola warranty stories, in part because we wanted you to have an outlet to voice your frustrations (if you had any), but also because this site, depending on the topic, does have some influence from time to time. What I’m saying is that by having hundreds of you share horror stories in this public arena, we may get Motorola to wake up and at the very least, acknowledge that they have some serious issues on their hands that need to be addressed.
Today, Motorola reached out with a statement confirming that their US repair center is experiencing delays. Motorola even admitted that this whole mess is not up to their standards and “deeply apologize” for the inconvenience. They don’t currently have an overnight solution in place to fix all your issues, but they did say that they are working to “identify and implement” some.
Here is the full statement.
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.
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 Eastern Time.
Here’s to hoping they can tidy this up in a hurry. The post-purchase service agreement with customers is often the most important because not every product you or I buy is going to be perfect for the time you own it. When those times come where we need servicing or repairs, we want to know that the company who sold us the product can be counted on.