Finding out the hard way +Motorola Mobility
didn't plan on anyone keeping their #MotoX
more than a year.
Last Saturday morning, conveniently after a great $158 refurb sale I didn't need to take advantage of at the time, my 2013 #MotoMaker
Moto X caught on my pocket as I pulled it out and fell face down on my kitchen floor. The resulting sound was unmistakeable and I knew exactly what I would see when I picked it up. My screen had finally shattered, after several close calls throughout the year plus I've owned it.
That Monday, I got on Motorola's support chat and they were super helpful. I gave the IMEI and was told I could send it in and pay $100 for a swap and to wait for a call. Well the call never came. I got an email saying, and I paraphrase, sorry, you're phone is out of warranty (yes, I know, I told you that in chat) and you have no recourse through Motorola. As a followup I reached out to +Matt Jones
via a Plus post, gave him the particulars and asked if he could help. Doing a stellar job as always, he got me in touch with the right people. They were attentive and thorough and kept me updated while they worked on my request and today a resolution seemed in sight.
According to support, and White Glove support, if you need repairs on a 2013 Motorola X, you are completely out of luck. There are no parts, there is no way for Motorola to fix a completely functional phone (one that I raved about here and elsewhere quite often) with a cracked screen. There is no way to repair any part of the phone, because, as it turns out, the best and most successful handset Motorola has had since the original Razor reached end of life less than 15 months after its release. So sorry Mr. Velázquez, we didn't plan for anyone to keep this phone more than a year.
The icing on the cake, however, is the associate at White Glove who said "I happen to have a white and a black at&t model here I can send you, new in box, but with no warranty." I don't even know what to follow that up with.
Listen, I get what end of life is, and I get what happens when you're out of warranty, but this phone was touted as lasting through the next 2 major Android releases. One would assume that claim would be backed by Motorola ensuring our phones can be serviced through those releases.
Bear in mind that this SKU is still live at Best Buy http://www.bestbuy.com/site/motorola-moto-x-4g-with-16gb-memory-cell-phone-black/1511754.p?id=1219053212752&skuId=1511754
. What is anyone buying this phone today supposed to do if they need warranty work? What will Motorola do when the inevitable happens?
Personally, this shortsightedness is enough for me to turn my back on Motorola, and enough for me to tell everyone I know and everyone who asks to avoid Motorola hardware at all costs, as spending $600 on a device that can't be repaired after a year is a fool's errand. Hell, I might even tell em to buy an iPhone. At least those can be repaired at Apple after a year.