So, about 10 days ago, I was crossing a street where the crosswalk area was under construction. I was on the phone (ear height) and the uneven pavement caused me to stumble and I dropped my phone. This crash produced a crack all the way through my screen to the display underneath.
I sent pictures into Motorola who informed me that it appeared to be part of the replaceable ShatterShield. They then informed me that I could either replace the ShatterShield myself for $29.99, have them do it for $59.00 or have the entire screen replaced for $199. I replied (with a screenshot of the Motorola ShatterShield guarantee) which reads--and I am quoting verbatim here--"Moto ShatterShield is an exclusive system consisting of five layers designed to absorb shock and guaranteed not to crack or shatter."
I spent several hours on the phone in separate conversations trying to understand what the phrase "guaranteed not to crack or shatter" meant. The answer is this: it means nothing.
I have now been told the following things by Motorola regarding the crack on my screen:
(1) Moto Rep Maynor Guzman informed me that dropping the phone voids the warranty. Any physical damage to the phone voids the warranty. The rep I talked to said--and I am quoting him here--"that the warranty is only good if the phone is in your pocket or something." I am not making this up--according to this rep, the guarantee is voided if you drop your phone.
(2) That the top layer of the screen--the "ShatterShield"--is not part of the guarantee. The guarantee covers the deeper layer of the screen. This is somewhat unbelievable but this is what the Motorola Rep told me. I explained to her that their promotional material referred to the product as the "Moto ShatterShield" and I was being told to replace the "ShatterShield" but somehow what I was replacing wasn't part of the Moto ShatterShield? (Yes, that reads as ridiculous as it sounds).
(3) Moto Rep Maynor Guzamn accused me on 4/12/2016 of intentionally damaging my phone. This is the same rep that originally told me that dropping my phone voided the warranty. He backpedaled a bit and now says the guarantee is for "no major damage to the display." However, in the same response, he claims "it seems that the display was pinched or poked with a sharp object." He insists that the damage on my phone "cannot be caused by the phone just being dropped." So, Motorola's response to avoid a warranty is to (a) insist the phone display won't break and then (b) imply that I intentionally damaged my phone.
So, here is the takeaway from all of this:
(1) Motorola's guarantee means absolutely nothing. I will say that this is the most durable display I have ever seen. However, if you are unlucky enough to crack it like I did, then you are going to have to pay for a replacement screen just like any other phone.
(2) Motorola promotional material is false and deceptive since it does not indicate that their are so many limitations to their "guarantee"
I am pretty much done dealing with Morotola after they accused me of damaging my own phone. They simply won't back down and I don't have time to waste. If I do anything else, I will take them to court or pass all of this onto class action firm. BUT, I wanted other potential (or current) Turbo 2 owners to be aware of this before they purchase this phone.
Justin
Incident: 160409-000357