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3 Posts

01-28-2021

United Kingdom of Great Britain and Northern Ireland

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Re:Screen Issue

2021-02-12, 12:41 PM

Hi, I got the original Edge on a 36 month contract. On this you have the standard 14 day consumer cooling off period and also a 30 day straight exchange for a faulty phone. The replacement phone had the same screen issue (worse in fact). I phoned O2 yesterday and told them that they had to replace this one. They agreed and I asked if I could have a Sony Experia with an adjustment to the monthly cost. Apparently they don't do it that way. You have to send it back (they send you a pack to do this). Once they receive this they mark your account 'eligible for upgrade', so you can go through the normal ordering process. Did you buy yours outright?

 

When I phoned O2 I learnt that if you speak in reply to option choices it is pointless saying words 'exchange phone'- you get directed to their website which is going round in circles. I got through to a human agent by using words 'lost or stolen phone' and the second time 'cancel contract'. I don't have a particular criticism of O2 - they did what the contract says- although the process of getting through to someone could be improved for a faulty phone within the 30 day period.

 

I ordered the Edge originally because of its spec vs. price but had there been a Blackberry Key or Motion available I would have gone for that- Blackberry have never let me down on equipment.

 

I read on the web today that in America there might be a class action against Motorola regarding this screen issue.

 

Hope this helps - I trust that Motorola can sort this problem for you.

 

Regards,

 

 

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4769 Posts

02-11-2016

United States of America

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Re:Screen Issue

2021-02-12, 20:35 PM

@ Cable78 wrote:

Morning,

 

I purchased a Moto Edge on 7/28/20. I have been experiencing the same screen issues everyone else has for probably about 6 months now.

I have been holding off on doing any thing to see if there would be some sort of a solution to this.

How ever it is getting to the point that after a minute of use I can' see anything on the phone anymore.

Any help would be greatly appreciated whether it be getting a new replacement phone or some other solution.

Please contact me.

 

Thanks

Stephen  

 

Hi Stephen. Sadly, the only option is to have the device repaired/replaced. Please reach out to @MotoBecky . She'll do whatever she can to help.

 

-Tom



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4769 Posts

02-11-2016

United States of America

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Re:Screen Issue

2021-02-12, 20:37 PM

@ Kitey wrote:

How did you get that deal. I went to o2 in Manchester with my phone to complain (December 2020 ). They wouldn`t even let me in the shop to see anybody. Totally disgusted with treatment i received. Sent my phone back to Motorola 14 January still not got replacement or repair.  

 

I did not forget about you. I'm still working on your case. I apologize for the repair taking so long.

 

-Tom



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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

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Re:Screen Issue

2021-02-13, 14:02 PM

If they knew it was going to take so long they should have sent a replacement instead of repairing it. I could have bought a refurbished phone cheaper. Still owe £434.99 on this

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4 Posts

07-24-2020

Switzerland

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  • Message 725 of 791

Re:Screen Issue

2021-02-14, 21:10 PM

I haven't heard anything from the support here, now I'll try this thread.

 

I have a second Motorola Edge replaced Amazon and got the same screen issue after 2 months. Should I replace it by Amazon again or reach out to Lenovo/Motorola? Please help

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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

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Re:Screen Issue

2021-02-15, 13:29 PM

Motorola UK have had my phone since 14th January. 7 to 10 days they said. Totally useless.

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4769 Posts

02-11-2016

United States of America

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Re:Screen Issue

2021-02-15, 15:48 PM

@ Kitey wrote:

Motorola UK have had my phone since 14th January. 7 to 10 days they said. Totally useless.

 

I'm truly sorry for the experience. I escalated your case before the weekend and again this morning. I'll keep on them from my end.

 

-Tom



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4769 Posts

02-11-2016

United States of America

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Re:Screen Issue

2021-02-15, 15:52 PM

@ aliu677 wrote:

I haven' heard anything from the support here, now I' try this thread.

 

I have a second Motorola Edge replaced Amazon and got the same screen issue after 2 months. Should I replace it by Amazon again or reach out to Lenovo/Motorola? Please help

 

Hello, sorry you've experienced this again. It's up to you how you'd like to proceed. You can go through Amazon again or you can contact us here: https://motorola-global-en-roe.custhelp.com/app/answers/detail/a_id/105514/

 

-Tom

 

 



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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

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Re:Screen Issue

2021-02-16, 9:47 AM

Had email from repair centre. They have not got a replacement phone so have said they will give me a refund. Hope this does not take as long as the issue over my phone has taken because i need to buy a new phone.

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12 Posts

12-02-2017

United States of America

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  • Message 730 of 791

Re:Screen Issue

2021-02-16, 11:05 AM

Glad you are getting a refund as that is the best way to go.  New, repair, or replacement in whole they all fail predictably after a short amount o fime

 

 

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