@ MotorolaTom wrote:
@ CaptainCWA wrote:
I have been a Motorola customer for many years. So far, all of my smartphones have been from Motorola. My last phone was a Moto X Pure Edition I used for nearly 5 years. I kept the dying battery going just long enough for Motorola to finally come out with a new unlocked model that met my feature list...The Edge, which I pre-ordered and received just after launch. Overall I love the phone, and it does all the key things I need.
From the beginning, I heard about the screen issues, so to limit the risk I limited the screen brightness, made sure the phone never became too hot, and initially locked it at 60 Hz screen refresh, until a software update removed that feature. (Why did you do that!?) I had no issues for the first several months, so I thought maybe I was lucky and had one that would not develop the problem. Unfortunately, suddenly in January late one night, I suddenly realized I had a red “smear” along the right side of the screen. Now, even on minimal brightness, after a few minutes of the screen being on, a purple haze appears from the right side and grows. If I leave the screen off and let it cool, the haze goes away. When you trigger the clock and alerts display by tapping the screen, you see a greenish “flash” along the right side of the screen. Considering my last Motorola phone lasted nearly 5 years with absolutely no hardware issues, this is completely unacceptable.
Motorola Tom, has the screen issues been fixed in new ones being produced now? I haven’t been able to find a clear and definitive answer. It’s only been a matter of months since I bought it; if I do a warranty swap and have to reload everything I want to do it ONCE. I have read in the forums of people swapping several times, and I do not want to do that. Please help restore my faith in Motorola, and that you stand behind your products.
Thank you.
Hello, and thanks for posting. First, I want to thank you for your loyalty. I' sorry to see that you started experiencing screen issues. As for the current status. I' going to be completely honest with you. We' made improvements on both the software and hardware side of things to reduce the potential of this happening. While some users have had multiple replacements, others have not had to get their devices replaced again. Can I give you a 100% guarantee? Sadly, no I can', but we will stand behind the product and will do whatever we can to make it right. Please reach out to @MotoBecky she will do her best to help.
-Tom
Thanks Motorola Tom. I received the replacement phone, which I'm in the process of setting up. I can see the screen is different: On minimal brightness greys are grey (not green), black looks black, and the brightness is more even. (The original phone even from day 1 had a slightly brighter area on the right side of the screen, which is where the purple splotches formed.) However, both phones have the "Hardware Revision" as "pvt" under "About Phone" in "Settings." Is there a definite way to tell the phones with "hardware improvements" as you called it above from those that don't have it? Is Motorola ever going to explain what the defect was? It's clear there was a major issue, and hopefully, whatever it was, Motorola never does it again. As a technical guy who works in a field where they do root cause corrective action analysis, I'm really curious what the problem and the solution was.