Claim of poor customer service could cost Motorola $5 million

Moto 360 Watch motorola logo
From forum threads to Consumer Affairs’ website, you don’t have to go very far to learn of Motorola’s poor customer service. Even so, today’s $5 million lawsuit against the Lenovo-owned company might lead to the first occasion when the firm will have to pay for it, reports TrustedReviews.

Updated on 04-28-2016 by Williams Pelegrin: Included Motorola’s statement about the lawsuit.

According to Georgia resident Douglas Lynch, the lawsuit spawned from a September 2015 complaint he sent to Motorola customer service regarding the cracked back plate of his first-generation Moto 360, an issue that plagued the smartwatch and prompted the company to fix the issue with its sequel. Motorola received the broken Moto 360, but told Lynch it had no replacements. Motorola nevertheless later promised Lynch that he would be sent a replacement directly from its factory in China. Unfortunately, Lynch received the leather-band Moto 360, a cheaper version of the metal-strap Moto 360 he originally purchased.

Lynch filed a class-action lawsuit against Motorola, alleging four major claims against the company:

  1. Express warranty violation. Because Lynch sent his claim within one year of purchase, he claimed he was entitled to either a repair, replacement, or refund under the warranty.
  2. Magnuson-Moss Warranty Act violation. The Magnuson-Moss Warranty Act was enacted in 1975 as a response to merchants purposely misusing express warranties and disclaimers. The filing alleges that Motorola violated the statute by failing to provide customers with contact information, making it harder to actually use the warranty as intended.
  3. Fair Business Practices Act violation. Lynch claimed Motorola’s refusal to repair or replace the defective Moto 360 was “unfair, unscrupulous, immoral, and oppressive.”
  4. Unjust enrichment. The lawsuit claims that Motorola unjustly benefited at the expense of Lynch and other customers by improperly withholding money and his damaged Moto 360.

Lynch’s lawsuit against Motorola seems more like an inevitability rather than an out-of-the-blue decision. Across social media, Motorola customers have come forward with their own Motorola customer service horror stories, with incidents ranging from smartphones lost while in the process of being delivered to waiting months for a replacement device. In some cases, Motorola told customers it had no more replacement devices despite evidence to the contrary, much like what Lynch says he faced with his Moto 360.

Motorola responded to Digital Trends’ inquiry for comment, saying that the company “has a long history of providing exceptional products and services to its customers.” Motorola is aware of the lawsuit and is investigating its claims, though the company believes the claims made in the lawsuit are “without merit.”

Gaming

Take-Two Interactive takes down another ‘GTA Online’ modder, seeks $150K

Take-Two Interactive and Rockstar Games have filed a lawsuit against the GTA Online modder behind the software named Elusive. The publisher is continuing its crackdown against GTA Online mods.
Digital Trends Live

Digital Trends Live: Marshawn Lynch, Netflix streaming data, and more

The NES and SNES Classic Editions may be being discontinued, but new streaming data from Netflix has been released, and we sat down with Oakland Raiders running back Marshawn Lynch on Thursday's episode of Digital Trends Live.
Digital Trends Live

Marshawn Lynch joins Digital Trends Live to talk charity, football

On a special episode of Digital Trends Live, Oakland Raiders running back Marshawn Lynch joined host Greg Nibler to talk about his charitable foundation, Phones for the Homeless, and the Fan Controlled Football League.
Gaming

The most common Nintendo 3DS problems, and how to fix them

The Nintendo 3DS has seen its fair share of issues since it launched in 2011, including poor battery life and fragile Circle Pads. Here are some of the most common, as well as the steps you can take to solve them.
Mobile

Apple is spending $1 billion to hire up to 15,000 new employees in Austin

Apple has announced a series of expansions across the U.S. -- including a massive expansion to the company's Austin campus that will see it spending $1 billion to accommodate for up to 15,000 new employees.
Outdoors

Google Maps makes it easier than ever to find a Lime bike or scooter

Google Maps has added a new feature that helps you find a Lime bike or scooter in just a few taps. The feature currently works in 11 U.S. cities served by Lime, with more coming next year.
Mobile

Leave the laptop at home, the iPad Pro is the travel buddy to take on vacay

The iPad Pro is a powerful tablet that's perfect for creatives and professionals. How does it fare when traveling with it as a laptop replacement? We took it on a two week trek in Japan to find out.
Mobile

Quirky smartphone accessories you never knew you needed

Looking for a few accoutrements to make your smartphone even better? If you, or someone you know, is a sucker for accessories, you'll want to check out our collection of quirky smartphone accessories you never knew you needed.
Mobile

Ditch your smartphone for a year and win $100k from Vitaminwater

Vitaminwater is willing to part with $100,000 if you're willing to part with your smartphone partner for a year. Could you last for a year armed with only a 1996-era phone? Here's your chance to find out.
Music

Here's our head-to-head comparison of Pandora and Spotify

Which music streaming platform is best for you? We pit Spotify versus Pandora, two mighty streaming services with on-demand music and massive catalogs, comparing every facet of the two services to help you decide which is best.
Deals

Walmart drops prices on Apple Watches and other fitness trackers

Smartwatches, fitness trackers, and wearable heart rate monitors from Apple, Samsung, Fitbit, and Garmin are popular gifts. Wearables are smarter and more capable than in earlier years. We found the best wearables deals on Walmart.
Wearables

The best Wear OS watches

There are a ton of different Wear OS watches out there, but which one's right for you? No matter what you're looking for from a smartwatch, here are the best Wear OS watches out there.
Emerging Tech

Capture app saves money by 3D scanning objects using iPhone’s TrueDepth camera

Capture is a new iPhone app created by the Y Combinator-backed startup Standard Cyborg. It allows anyone to perform 3D scans of objects and share them with buddies. Here's how it works.
Home Theater

How to master your equalizer settings for the perfect sound

You may know what an EQ is, but do you know how to adjust equalizer settings for the best possible sound? We go through the basics of the modern EQ and lay out some guidelines for how to achieve tip-top sound from your system.