Motorola Community

Moto Z Phones - Mod CapableMoto Z² Force
All Forum Topics
Options

5 Posts

02-20-2018

US

6 Signins

91 Page Views

  • Posts: 5
  • Registered: ‎02-20-2018
  • Location: US
  • Views: 91
  • Message 1 of 9

Moto Z2 Screen broken

2018-02-20, 16:52 PM

Last night I pulled my phone out of my jacket pocket only to notice that the "unbreakable screen" was broken. Cracked right above the home button with white lines running vertically up and down the screen. Please help. Phone is still under warranty. 

IMEI #: *removed*

Reply
Options

5 Posts

02-20-2018

US

6 Signins

91 Page Views

  • Posts: 5
  • Registered: ‎02-20-2018
  • Location: US
  • Views: 91
  • Message 2 of 9

Re: Moto Z2 Screen broken

2018-02-20, 16:57 PM
Reply
Options

4197 Posts

02-25-2016

US

2146 Signins

35065 Page Views

  • Posts: 4197
  • Registered: ‎02-25-2016
  • Location: US
  • Views: 35065
  • Message 3 of 9

Re: Moto Z2 Screen broken

2018-02-20, 18:09 PM

Use the support tab at the top of the screen, then click on "learn more" underneath Repairs & Warranty

*the search bar is your friend*
-This is a peer to peer support forum, MOTOXPRTs are volunteers, not Motorola employees
Reply
Options

5 Posts

02-20-2018

US

6 Signins

91 Page Views

  • Posts: 5
  • Registered: ‎02-20-2018
  • Location: US
  • Views: 91
  • Message 4 of 9

Re: Moto Z2 Screen broken

2018-02-20, 18:50 PM
I was told to report here with images of the damage as well as my Imei due to the fact that a broken screen.would mean a replacement. I tried going through the regular repair/replace portal and I was told it would.be $150 when online it says it a guaranteed non breakable screen
Reply
Options

4197 Posts

02-25-2016

US

2146 Signins

35065 Page Views

  • Posts: 4197
  • Registered: ‎02-25-2016
  • Location: US
  • Views: 35065
  • Message 5 of 9

Re: Moto Z2 Screen broken

2018-02-20, 19:06 PM

I'm not sure why they would tell you to post your IMEI publically, generally that is a bad idea. was the $150 for an advance exchange? With an advance exchange Moto ships a new phone before you ship yours back.

I did forward this along to the admins because this is a peer to peer forum.

*the search bar is your friend*
-This is a peer to peer support forum, MOTOXPRTs are volunteers, not Motorola employees
Reply
Options

5 Posts

02-20-2018

US

6 Signins

91 Page Views

  • Posts: 5
  • Registered: ‎02-20-2018
  • Location: US
  • Views: 91
  • Message 6 of 9

Re: Moto Z2 Screen broken

2018-02-20, 19:09 PM
Appreciate it man. Feels like they were giving me the run around. Thanks for the help!
Reply
Options

18457 Posts

02-03-2016

US

2332 Signins

57272 Page Views

  • Posts: 18457
  • Registered: ‎02-03-2016
  • Location: US
  • Views: 57272
  • Message 7 of 9

Re: Moto Z2 Screen broken

2018-02-20, 19:12 PM

wrote:
I was told to report here with images of the damage as well as my Imei due to the fact that a broken screen.would mean a replacement. I tried going through the regular repair/replace portal and I was told it would.be $150 when online it says it a guaranteed non breakable screen

First -- sorry about your phone. A busted phone is drag. And I'll look into this advice you received, as there is no reason you should have been told to post here. That agent must be confused. (Though we're happy to have you here!)

 

The screen is guaranteed not to crack or shatter. But you can break this phone or any other if it's dropped, stepped on, run over, sat on, etc. That kind of damage is not covered by warranty. If you feel the phone failed in some way, you can send it in to be evaluated, but based on what I see this looks like what we would classify as "abuse." It can be repaired for a fee. 

 

Hope this clears it up a bit.

 

- Matt

Please do not PM me - if you have issues, search the forums for threads on your topic and post there, or start a new thread. Thanks!
Reply
Options

5 Posts

02-20-2018

US

6 Signins

91 Page Views

  • Posts: 5
  • Registered: ‎02-20-2018
  • Location: US
  • Views: 91
  • Message 8 of 9

Re: Moto Z2 Screen broken

2018-02-20, 19:17 PM
Right. But the phone has a crack which it's said to not happen. On top of that it shouldnt just crack while in my pocket.
Reply
Options

18457 Posts

02-03-2016

US

2332 Signins

57272 Page Views

  • Posts: 18457
  • Registered: ‎02-03-2016
  • Location: US
  • Views: 57272
  • Message 9 of 9

Re: Moto Z2 Screen broken

2018-02-20, 21:24 PM

wrote:
Right. But the phone has a crack which it's said to not happen. On top of that it shouldnt just crack while in my pocket.

No, it should not. The promise is:

 

The display and embedded lens are warranted against shattering and cracking for four (4) years from the original date of purchase. This phone is not shockproof or designed to withstand all damage from dropping. All other warranty exclusions, including scratches and other cosmetic damage, intentional damage or abuse, normal wear and tear and other limitations apply; visit Motorola.com for details and warranty coverage.

 

If you are saying it just became self-damaged while in your pocket -- not sat on or otherwise abused -- you should send it in to be evaluated. Shall I have an agent reach out to you and arrange it?

 

- Matt

Please do not PM me - if you have issues, search the forums for threads on your topic and post there, or start a new thread. Thanks!
Reply
Forum Home

Community Guidelines

Please review our Guidelines before posting.

Learn More

Check out current deals!

Go Shop
X

Save

X

Delete