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.”

News

Amazon customers are getting emails with someone else’s order information

Some Amazon customers say they’re receiving emails from Amazon about orders placed by other people. Those emails contain personal information like the person's address and what they purchased on Amazon.
Movies & TV

Here are the best shows on Netflix right now (August 2019)

Looking for a new show to binge? Lucky for you, we've curated a list of the best shows on Netflix, whether you're a fan of outlandish anime, dramatic period pieces, or shows that leave you questioning what lies beyond.
News

Lawsuit over Capital One data breach could eventually get you sweet revenge

The law firm Colson Hicks Eidson has filed a class-action lawsuit against Capital One “for negligence in failing to safeguard consumers’ personal information” in the recent data breach that impacted 100 million consumers.
News

You can get up to $500 if you ever owned a first-gen Google Pixel

If you had an original Google Pixel phone, you could be eligible to file for a $500 claim. The claims website is now open to people who bought an original Pixel or Pixel XL in the U.S. that was manufactured before January 4, 2017.
Mobile

MediaTek and Huawei’s partnership may mean cheap 5G phones in early 2020

Huawei has reportedly made a deal with MediaTek to use its new 5G SoC in a low-cost 5G smartphone expected to launch in early 2020. MediaTek launched the 5G SoC in May, and indicated the first phones to use it would come next year.
Mobile

How to use recovery mode to fix your Android phone or tablet

If you’re having a problem you can’t seem to resolve with your Android device, or maybe you want to update it or wipe the cache, recovery mode could be what you’re looking for. Here's how to get your Android phone into recovery mode.
Mobile

Huawei gets another short reprieve from ban, but the future doesn’t look hopeful

Huawei has been given another 90-day extension to the Temporary General License, which holds off the ban imposed on it by the U.S. government in May, meaning it’s allowed to continue trading with U.S. companies for now.
Mobile

Miami public transportation is getting Google Pay — and it could save you money

Google and the Miami-Dade Transit public transportation system have announced that the system will now support Google Pay -- meaning you can tap to pay at turnstiles, instead of having to buy a ticket for each ride.
News

Google was sharing Android user location data with carriers worldwide

Google quietly ended a service providing cell carriers with location data from customers. The service provided user data from Android devices on any carrier. Data was aggregated and anonymous, and carrier names weren't disclosed.
Mobile

How to perform a reverse image search in Android or iOS

You can quickly use Google to search, and reverse search, images on a PC or laptop, but did you know it's almost as easy to do in Android and iOS? We explain how to do it here, whether you want to use Chrome or a third-party app.
Mobile

Google Duo is getting a low-light mode to brighten up your video chats

Google Duo is getting a little more useful in low light. Google has announced a new low-light mode for Duo that is aimed at brightening up video in case you're video-chatting at night or in a poorly lit environment.
Deals

Need a new tablet? Here are the best Apple iPad deals for August 2019

In the wide world of tablets, Apple is still the king. If you're on team Apple and just can't live without iOS, we've curated an up-to-date list of all of the best iPad deals currently available for August 2019.
Mobile

Here are the cities where you can access 5G from major U.S. carriers right now

5G may not be widely available just yet, but it's slowly getting there. Interested in checking out the next-gen network for yourself? Here are all the cities where 5G is currently available.
Mobile

Apple’s iOS 12.4 apparently unpatched a security flaw and enabled a jailbreak

It looks like iOS 12.4 may not be the safest version of iOS, according to a new report. Apparently, Apple accidentally unpatched a security flaw that was previously fixed in iOS 12.3 -- and the result is that any phone with iOS 12.4 can now…