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

Niantic Labs sues hackers who help players cheat in Pokémon Go

Niantic Labs has filed a lawsuit against Global++, who is said to be behind the hacked versions of Pokémon Go and Ingress. The legal action comes as the developer is preparing to launch Harry Potter: Wizards Unite.
Movies & TV

The best shows on Netflix right now (June 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.
Mobile

The modern Moto Z4 is now available straight from Verizon

The Moto Z3 was the first phone to support 5G, but now it has a successor: The Moto Z4. The new phone doesn't offer anything we haven't seen before, but it does bring back the headphone jack.
News

What net neutrality? FCC head Ajit Pai would rather regulate Facebook

Ajit Pai isn't known for being a fan of regulation, but in a Senate hearing on May 12, he called Silicon Valley tech companies a threat in response to a question about net neutrality.
Mobile

The best Google Pixel 2 XL cases and covers for protection and style

If you want to protect that 6-inch screen and aluminum body, it’s time to shop for the best Google Pixel 2 XL cases and covers. We've rounded up our top picks so far to style and protect your Google phone.
Mobile

Nomad’s new Kevlar cables are seriously tough and seriously fast

Nomad has just released an update to its super-tough Kevlar range of cables to include a new USB-C to Lightning cable and a blisteringly fast 100W USB-C cable. They're expensive, but they're the toughest cables you'll find.
Mobile

The LG V50 ThinQ will be available from Verizon starting on June 20

LG has a habit of releasing too many phones. Following on the heels of the V40 ThinQ, the company has now unveiled the LG V50 ThinQ. There's 5G support, as well as an accessory that turns it into a foldable phone.
Mobile

Rumors say Sony is making an Xperia phone with a six-lens rear camera

How many camera lenses is too many? In the current market, we've seen phones with one, two, three, and even five lenses -- and now rumors are currently saying Sony is planning an Xperia smartphone with six lenses.
Mobile

Your smartphone knows all your secrets. Put it on lockdown with these tips

Having your smartphone hacked can feel like someone robbed your house. It's a massive invasion of privacy and a violation of your personal space. We've put together a checklist of precautions that will help you avoid this terrible fate.
How-To

You can delete Snapchat messages in a snap with these simple tips

If you've ever sent a message to someone and wish you could delete it, Snapchat has a feature you'll like. Yes, it lets you delete messages you've already sent. There are some limitations, though. Here's how to delete Snapchat messages.
Mobile

T-Mobile and Sprint may sell $6 billion in assets to win merger approval

T-Mobile and Sprint are getting closer to merging. After a few failed attempts, the two companies announced their merger at the start of 2018. The new T-Mobile could be better positioned to take on the likes of Verizon and AT&T.
Mobile

Google may speed up the rollout of RCS Chat by taking over for carriers

What is RCS messaging? It's the successor to today's text messaging. It offers features like real-time audio, read receipts, and encryption, but adoption so far has been slow. Here's everything you need to know.
Mobile

Report: Samsung will launch the Galaxy Note 10 on August 7 in New York

According to a new report, Samsung will launch the Galaxy Note 10 at an event on August 7 in New York City. The news lines up with last year's event, which took place on August 9, and was also in New York.
Mobile

The Samsung Galaxy Note 10 may launch on August 7, according to report

The Samsung Galaxy S10 range was only just revealed, but Samsung is already working on the next big release. Not much is known about the Samsung Galaxy Note 10 just yet, but we do have a few details.