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5 Posts

12-27-2018

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UI failure, APP launch failure, slow, slow, slow...all day, every day

2018-12-27, 15:38 PM

Phone #1 crashed all the time. Spent lots of time with tech help. Did everything suggested. Returned phone and the replacement not only does the same thing, but has 5-10 second lag on every function. Very frustrating. Won't recommend.

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9667 Posts

03-05-2018

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Re: UI failure, APP launch failure, slow, slow, slow...all day, every day

2018-12-27, 19:03 PM

Hi artmetal,

 

Thanks for posting. I'd like to help. Can you please elaborate your concern? And may I know what troubleshooting steps have you done so far? It will help us omit providing the same steps you've tried already. Thanks.

 

Best regards,
Rich
Motorola Support



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5 Posts

12-27-2018

US

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  • Posts: 5
  • Registered: ‎12-27-2018
  • Location: US
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  • Message 3 of 5

Re: UI failure, APP launch failure, slow, slow, slow...all day, every day

2018-12-27, 19:24 PM

If I can remember.... delete all added apps and wait 24 hrs before adding one at a time each 24 hours, partician cache delete, unmount SD card, update, update apps. That's all I can remember.

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9667 Posts

03-05-2018

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  • Posts: 9667
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Re: UI failure, APP launch failure, slow, slow, slow...all day, every day

2018-12-28, 17:05 PM

Hi artmetal,

 

Thanks for confirming. Let's try booting into safemode so we can isolate your third-party apps. 

 

To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.


Best regards,
Rich
Motorola Support



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6 Posts

01-16-2018

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Re: UI failure, APP launch failure, slow, slow, slow...all day, every day

2019-01-08, 17:48 PM

Well after 6 months of back and forths with Motorola/Lenovo I am now being brushed aside because I am past my warranty period. i do not believe this is very fair. I had about 4 open ticket numbers all saying that I needed a replacement phone. It's been well documented.  Yet I never reverece one. I have waited the shipping labels, tried to post a deposit only to find out that it's not JUST a deposit like originally informed but a deposit PLUS a fee. A fee for what? I do not know? No one said. Infact, no one said anything about a fee at all and I still have copies of the original emails I will post on social media just as soon as I can redact some of the personal info they contain.    

       I don't know how you can provide a faulty phone to a customer, admit it, apologize for it, not accept their deposit because they were unaware of the fee and therefore not prepared to pay it. It's several hundred already for the deposit itself, plus I paid for the phone outright it's not on a payment plan. (oh how I wish it were) then not send the shipping labels or at least follow up with the customer to make sure they received them instead of saying ," oh I guess this guy who's been sending countless emails and has had a number of phone calls just wants to keep is Sluggish messed up phone with screen burn so we'll close his ticket... Again. Even though he's reopened again. And again .

     You know when I was finally told after all this time dealing with you that my warranty is expired I thought maybe it was a sick joke. I've don't Beta testing for you guys, helped out other customers where I can, made recommendations to family and friends steering them towards Motorola and Lenovo Products. A lot of people aren't even aware that Lenovo owns Motorola so when. They buy a Lenovo they are in a sense getting Motorola quality   just that fact alone has helped close the deal with some of my neighbors and friends trying to decide what kind of laptop to get. Most were leaning heavily toward an HP or a Dell laptop until I spoke to them and explained that Lenovo wasn't the Hi-Sense of .Laptops innstead quity PC's with a superior batteries and actually a Motorola they have opted to go with my suggestion.  Number one because Motorola was a well liked company out here in Arizona and number two because people know that I back up what I say and those who I help with electronics issues, be it phones, laptops, networking setups, ect. They know that I wont steer them into a bad decision.  

     After my experience with this Moto Z2 Play I don't believe I can vouch for your company. Not only was it a poor product that didn't even work right from day one, the customer seevine I've received went  from bad to worse. 

      How should the situation been handled? Simple, you should treat your customers with the dignity and respect they deserve. After all, did I not spend my hard earned money on your product. I had a lot of choices but I went with Moto. I didn't have to and I should not be treated as if I HAD to. That's certainly how I feel.  Good customer service would have shipped out an upgraded, unlocked phone. After knowing my experiences with Verizon and now TMobile. Mediocre customer service would honor the warranty in a timely fashion and send out a replacement.        Sub par customer service would look at this situation, see that is has several open tickets WAY before my warranty expired and be reasonable enough to send a replacement  phone.   Customer service that just says "oops oh well" sure you spent money on a malfunctioning phone and yes we told you that it happens sometimes and we will take care of it but oh well youre a few days past your warranty. And we don't care that it's been months and months of back and forth. Rules are rules. If you don't like it go buy an LG or a Samsung? Huawei, ZTE, heck even Alcatel we don't care. We are not interested in our long time customers or repeat buyers because well we don't make phone to keep our customers it's all about the almighty dollar now and who cares about later? I imagine high fives around for everyone involved "yes! We skated on that one guys! No more warranty for that sucker!" Hooray!

      What kind of customer service have others experienced on this forum?  Am I alone in this treatment? Am I wrong to expect great customer service? I know I provide it in my line of work I have to or I'd go out of business

But it is also just the right thing to do. 

        You guys have my information. You can see all the ticket numbers and this months long process. I am not some one trying to get over on you. I am a long time cutomer (my pager back in the day was Motorola)  who deserves to be treated with excellent customer service. After so many months of dealing with a poor quality z2 play it would be nice to be made to feel appreciated. Throw me an upgrade, an unlocked upgrade with some bells and whistles thrown in. Include shipping info and I will return my z2 play. I will be grateful that I am truly a valued customer and touched that your company went out of it's way to show me just how valuable I am to you. Option 2, do the bare minimum, honor my warranty. I could understand I'd I had just filed late. But I filed 6 months ago! At least provide me what I paid for. I will continue on and seriously consider whether or not I continue purchasing and recommending Motorola/Lenovo. I can't honestly tell others that while they may have issues they can count on you to have average service and to, in the end, honor your Warranty.

   Or option 3, do nothing, give me another "we understand your concern and want to work with you to make things right.....one of our specialists will be in touch. We will call you on your phone that works only ½ the time and so probably won't get through. Then we will close your ticket having successsucly evaded you for 2 to 3 days." In which case I'm afraid I will never be able to purchase or advise anyone to purchase any product made my or affiliated with Motorola/Lenovo and I will be a powerful advocate against your company for the way I was treated. Because I would have been, again, treated quite poorly after all of this and the previous months. 

     I can't say if my impact or my business will be noticed by your bottom line but all who see this, employee and customer will know that I was treated like a worthless person. And if people are ever in a similar situation as me they can use my story as a guide to see how they would be treated similarly.... I hope this turns out to reflect positive on Motorola/Lenovo because the company has great potential. Potential to be the very best.

    I await anxiously on excellence, mediocrity, or the terrible status quo. Please let me know I'm valued. Show me, dont tell me

          Respectfully,

        Jonathan Colwell

 

 

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