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4 Posts

02-10-2021

United States of America

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Re:Screen Issue

2021-02-17, 3:14 AM

@ 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.

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4769 Posts

02-11-2016

United States of America

3271 Signins

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  • Message 732 of 791

Re:Screen Issue

2021-02-17, 3:29 AM

@ CaptainCWA wrote:

@ 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' 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' have it?  Is Motorola ever going to explain what the defect was?  It' 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' really curious what the problem and the solution was.

 

Hello, I'm glad you got it replaced and it's working better. PVT is normal. As far as I know, there is no way to determine hardware improvements. That being said, I can't really go into details regarding the root cause. I hope you understand. 

 

-Tom



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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

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  • Message 733 of 791

Re:Screen Issue

2021-02-22, 9:17 AM

Another week gone and still no word about the refund they said i would get. £540 might not be a lot to Motorola but it is a lot for me. DISGUSTED.

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9 Posts

08-01-2019

Russian Federation

7 Signins

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  • Message 734 of 791

Re:Screen Issue

2021-02-22, 13:41 PM

Hi!

I also have grey flashes under the front camera sometimes (on lock screen and duo video calls almost always), from the first days of use. 

The date on the phone box is 23.09.2020. 

I want to ask, please will be any software solution for this problem? As I bought the phone outside USA, so I don't have guarantee to replace it.  Thanks

 

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4769 Posts

02-11-2016

United States of America

3271 Signins

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  • Message 735 of 791

Re:Screen Issue

2021-02-22, 22:31 PM

@ ZieiN wrote:

Hi!

I also have grey flashes under the front camera sometimes (on lock screen and duo video calls almost always), from the first days of use. 

The date on the phone box is 23.09.2020. 

I want to ask, please will be any software solution for this problem? As I bought the phone outside USA, so I don' have guarantee to replace it.  Thanks

 

 

Hello and thanks for posting. This normally is seen when you encounter other screen issues as seen here in this thread. This is not something that would ultimately be fixed with a software update alone and I would recommend repair or replacement. Unfourtantly the warranty is only valid in the country it was intended for sale in. Where did you purchase the phone? 

 

-Tom



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9 Posts

08-01-2019

Russian Federation

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  • Message 736 of 791

Re:Screen Issue

2021-02-23, 1:02 AM

I bought it in Russia. 

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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

80 Signins

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  • Message 737 of 791

Re:Screen Issue

2021-02-23, 10:30 AM

This was message received on 15th February. Still not heard anything since. 

DSC_0000_BURST20210220135359499.JPG
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2 Posts

02-27-2021

United States of America

3 Signins

5 Page Views

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  • Registered: ‎02-27-2021
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  • Message 738 of 791

Re:Screen Issue

2021-02-27, 5:17 AM

HI @MotorolaTom. I purchased the Moto Edge for my son from swappa.com. It has been working perfectly fine for 6-7 weeks but just yesterday the purple/green splotch issue that seems to be a big problem started happening to him. Will I be able to get that phone replaced so he has a device that functions as intended?

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2 Posts

02-27-2021

United States of America

3 Signins

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  • Message 739 of 791

Re:Screen Issue

2021-02-27, 18:49 PM

I now have a case open via Motorola Twitter support.

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22 Posts

08-07-2020

United Kingdom of Great Britain and Northern Ireland

80 Signins

690 Page Views

  • Posts: 22
  • Registered: ‎08-07-2020
  • Location: United Kingdom of Great Britain and Northern Ireland
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  • Message 740 of 791

Re:Screen Issue

2021-02-27, 23:01 PM

Don`t believe anything Motorola tell you. They sent me a message saying they had sent the refund to o2 on 17th Feb. They then sent the phone back to me (repaired) on 26th Feb. In my opinion that means i will end up paying full price for a refurbished phone.    

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