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71 Posts

08-15-2013

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Re:Screen issue

2020-06-15, 17:56 PM
Depending on your state there may be a lemon law where if you get the same predict defective three times you're entitled to a refund. At this point Moto has a few options. Truly find a software fix (I would still be nervous about future issues), replace all the phones with the issue with phones that are made to avoid this issue (seems like that would be very expensive for Moto) or refund people's money. The screen is the single most important element for a smart phone as everything other than voice calls is impacted by it. I really hope this turns out well, but a $200 device, let alone a $1000 one should not have something like this.
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19342 Posts

02-03-2016

US

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Re:Screen issue

2020-06-15, 18:02 PM

@ drssgprincess wrote:
 

Now your saying to exchange the phone again? Previously you had recommended against that? You had said previously there were additional steps we could take if the problem persisted. I don't want to go through the whole process of another replacement if it's just going to do the same thing.

 

Hi.

 

I'm sorry if I wasn't clear. We did expect the software to fix many of the phones (it appears to have worked for many), and until the new software was available, exchanging wouldn't do any good. 

 

If yours did not clear up, we now recommend exchanging it. Apparently some displays could be beyond the point of recovery via software. However, the new software should protect a new display from developing this "smudging." At every step of the way I have shared with you the best information that I have. Things are moving fast on this so again, I'm sorry if things aren't clear.

 

To sum up:

  • If you already had the "smudging" the new software could correct it. (It personally worked for me, so speaking from experience). 
  • If it did not help, we do recommend exchanging your phone for a new one.
  • According to the best information I have, the new software should prevent this problem from occurring on your new display.
  • The phones that are turning green (not the green tint on the edge that is associated with the smudging) are not fully understood. Exchange them.
  • It always helps us understand and solve problems if if you update your profile with current phone, carrier and serial number
    • Please make sure that the options under Settings > Motorola Privacy are on as well. 
    • Let me know (just reply here) if it's okay for me to look at your apps to see if they are a source of problems. 
    • Need help updating your profile? See here. https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943

 

If you have any issues exchanging at Verizon, please let me know.

 

Very sorry for this issue.

 

Regards,

 

-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!
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19342 Posts

02-03-2016

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  • Message 73 of 808

Re:Screen issue

2020-06-15, 18:18 PM

@ Trevor100 wrote:
 

I'm having the EXACT same problem... I've also had my replacement phone for about a week and applied the update Saturday as well. Same case same everything. Still having this issue. About to start chatting with Verizon for a 3rd replacement, but really seems pointless....

 

Hi.

 

Not sure who you were responding to. When you say the exact same problem, is it the edge smudging or the green display?

 

Sorry about this.

 

Thanks,

 

-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!
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71 Posts

08-15-2013

US

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  • Posts: 71
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  • Message 74 of 808

Re:Screen issue

2020-06-15, 18:23 PM
Matt, I know this has to be frustrating for you as well. Thank you for your help. For someone who bought directly from Motorola I suspect Verizon would not replace the phone and would have to go through Motorola? If this is correct what's the best and most expeditious way to do so with Motorola?
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19342 Posts

02-03-2016

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Re:Screen issue

2020-06-15, 18:29 PM

@ benjamminh wrote:
 

Updated IMEI and checked to make sure I've opted in for Motorola security.

 

Thank you.

 

-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!
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38 Posts

01-25-2017

ES

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  • Message 76 of 808

Re:Screen issue

2020-06-15, 19:08 PM
Hey Matt, Is the June security patch supposed to have the screen fix?
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3 Posts

06-15-2020

US

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  • Message 77 of 808

Re:Screen issue

2020-06-15, 19:42 PM
Hi Matt, I just wanted to let you know that I've got one of the phones in which the display turns green. This is my second device so far. I'm currently chatting with Verizon support right now. I understand that there is a disconnect between Verizon Support Staff and Motorola Engineers working on this issue, but she told me that if I have already received 2 failed handsets, she does not recommend that I exchange for a 3rd. She said that I can, but does not recommend it. She is encouraging me to select a different manufacturer for a phone. This is extremely frustrating because I really wanted to love and support this new Moto Edge + phone, but it seems like that is not going to be an option for me at this time. It just costs too much money to risk the hope of getting a defective-free device and my last day to exchange for a new type of device is coming up soon.
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19 Posts

06-04-2020

US

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Re:Screen issue

2020-06-15, 19:43 PM
Wi contact verizon. Thank you Matt!
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111 Posts

12-22-2017

US

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  • Message 79 of 808

Re:Screen issue

2020-06-15, 20:01 PM
Got my update today too
Screenshot_20200615-155034.png
John caron
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19 Posts

06-04-2020

US

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  • Message 80 of 808

Re:Screen issue

2020-06-15, 20:23 PM
I updated my profile & would appreciate it if you check it out
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