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Droid Turbo 2 problems hint at underlying company issues, fans distressed

In Op-Ed, Tech by Viv14 Comments

Motorola as a company is in a pinch under Lenovo, the name being “shortened” to just Moto. But the problems didn’t start and won’t end here, apparently. Motorola has risen to great popularity in the past few years since the Moto G was launched, getting generally positive reviews when it comes to hardware. The Moto G, Moto X and Droid Turbo were hits in 2014 and 2015, but problems with support, software, hardware and availability are slowly emerging to the surface, distressing fans. The most recent upheaval comes about the Droid Turbo 2, released at the end of 2015 with a shatterproof display. Unfortunately, there’s a possible bad batch of smartphones out there with a hardware flaw affecting the LCD display: users are getting a vertical green line to the right side of their display, which seems to be nothing but a hardware problem. Other companies like Samsung, Apple, LG, Nexus and HTC have encountered these types of bad batch problems in the past, but they have resolved them pretty easily by replacing the handsets affected. Motorola or rather Lenovo is not doing that, instead angering fans even more by accusing those with Droid Turbo 2 problems of being negligent and attributing the green line on the display to drops, falls and carelessness, despite the issue being clearly of a faulty hardware nature.

Motorola forums were flooded with the green line issue users found with the Motorola Droid Turbo 2 last week, and since then, neither Verizon or Motorola have done anything significant to publicly acknowledge the issue or offer an explanation. Users experiencing the problem confessed that their experience with Motorola support was less than satisfactory, others chiming in that the company has been having issues with support for the past year since the Lenovo acquisition was finalized. Many people with many different Motorola phones have complained that support is slow and unhelpful at times, but of course, there were positive experiences, too. Comments from people who allegedly talked to support about the Droid Turbo 2 green line described situations in which support sent them a Maker code to order a replacement phone, while others said support accused them of negligence and attributed the LCD flaw to a fall or other types of user-induced damage, so to speak. In the past year, I’ve come across many forum threads and comment sections criticizing the Motorola support team, emphasizing that since the Lenovo takeover, the experiences they’ve had were mostly negative in nature. The company’s reputation is getting worse by the day, if we are to take into account all the complaints we can find on the internet.

However, there are plenty of good testimonials and plenty of satisfied customers buying the Droid Turbo 2 or any other Moto device. Although there have been quite a few complaints about the Moto 360, Moto 360 2nd gen, Moto X Play, Moto X, Moto X Pure, Nexus 6 and original Droid Turbo, most people agree that the company’s devices are of good quality and most likely, there’s a gap in the manufacturing chains which causes some sort of bad batch creation with every device, at some point. While that’s a plausible explanation, we’re waiting for Motorola and Lenovo to talk more about all the issues they’ve been having and how they’re handling the chaotic situation/merger that they’re going through right now. Representatives from both companies have assured fans that they are working through the problems they are having as consequences of the purchase and requested patience from fans. While all that is nice, it is undeniably obvious that the Lenovo-Motorola merger, as it were, is struggling to find its ground.

Lenovo has already dropped the Motorola name and left only “Moto”, and rumors about layoffs within the mobile division of the company tasked with Motorola have already made waves earlier in the year and during 2015 as well. With the Droid Turbo 2 screen problems being only the tip of the iceberg, customers are finding themselves wondering about the future of the Moto brand under Lenovo leadership. With support problems always present, faulty hardware and software bugs plaguing users are creating a breeding ground for uncertainty and distrust. Lenovo doesn’t have a very good reputation when it comes to satisfying their users and have been part of scandals like Superfish, adware placed on their hardware and distributed to customers around the world. Although Motorola will remain a name in the mobile industry and I’m sure many fans will hold onto the good things this company had to offer, there are many negative opinions and predictions surrounding the new “Moto” brand. 2016 is going to be a big year for Moto and Lenovo and the Droid Turbo 2 problems are not getting them off to a really good start.

user-submitted-droid-turbo-2-green-line

Moto Droid Turbo 2 with green line submitted on Motorola forums

Moreover, users of the international Moto X Force have also noticed the green line issue and are struggling with Motorola support to have their devices replaced. The most unfortunate part of this ordeal is that neither Motorola, Lenovo or Verizon have issued official statements about the green line problem. Most of the people who went through support channels with the issue reported that the companies they turned to were convinced that the green line was caused by a fall or drop and emphasized that the Droid Turbo 2’s display is shatterproof, not shock-proof. The entire shebang stinks of false advertising in some people’s minds, others attribute the problems to the merger in progress and to the layoffs that Lenovo went through with last year. Since the companies involved are mum about the issue, we can’t yet draw a conclusion. However, the issue seems to be widespread across Motorola Droid Turbo 2 and Moto X Force users, and that’s not something to be taken lightly. Fans are distressed over these issues because going through support channels from Motorola is difficult, it can be costly and Verizon is reticent in giving warranty to those with green lines on their screens.

Until Lenovo publicly acknowledges the issue, there’s not much we can say about how things will progress in the company’s mobile device division. Moto is at a crossroads and it looks like they’re not going to go “customer first”, as per Motorola tradition, this time around. Hopefully, this merger does not mean that we will lose one of the best smartphone manufacturers in the Android world, but the situation isn’t really promising for fans right now. Only time will tell how the merger will unfold.

Viv

I believe tech and its place in our society is a process that will forever be in development, as long as we look to science. It's important that we keep track of what's going on and what we can access. There are new technologies being implemented everyday, and the more we know, the better.

Comments

  1. My turbo 2 hasn’t greenlined..however, they promote this “shatterproof” screen, yet fail to promote the fact that it scratches worse than any smartphone, ever. But hey, scratches aren’t bad!? All that you need to prevent them is a screen protector…the only thing is Motolenevo has failed to inform consumers of this flaw, and continue to promote a “crack and shatterproof” screen. When you really put in some thought, isn’t a scratch nothing more than a “crack” on the surface???!!! Literally.

    These fuckers need to get their act together and address this issue. I have been, and will continue to be, a HUGE supporter of the Android/Moto combo unless this isn’t fixed…NOW.

    /rant

    1. I paid +600 for the phone, in hopes of not having to worry about screen problems for a long while. I would have gladly purchased a $10 scratch preventer had Moto mentioned the screen is plastic.

  2. I paid $ 620 for my Droid Turbo 2, Verizon wanted to send me a warranty replacement phone when two days later I took it in because apps were just shutting down and calls being dropped, along with screen tearing. Now two months into having it and the marshmellow update, my turbo charge no longer works, and again I go back to the store where I purchased the phone two months ago. They say again we can send you a warranty replacement. I have a problem with that, Motorola and Verizon should stand behind these phones and not just say we’ll send you a warranty replacement. Especially after they charge so much for the phone and its only two months old. Whats going to happen at three months. It quit working completely and they say you must have damaged it some how. I’m sure as a company they wouldn’t accept that, and I, told the I’ll dropped my service with you before I take a refurbished phone as a replacement for a two month old phone.He was like okay have a nice day, basically.

  3. I am having an almost identical issue as Todd. I purchased my Droid Turbo 2 in the beginning of March due to some major medical issues looming over our family and an elderly man that I care for. I decided that I wanted the best with no issues. Under the advice of store associates, I purchased the Droid Turbo 2 and paid for a screen protector and a case to be extra sure of my phone being maintained properly. Then I walked out of the store believing that I had made a wise, economically sound investment.

    Soon my phone started not going back to the home screen, then it started not notifying me of phone calls, texts or any other notices. Phone calls would go straight to voicemail and I could not open texts or any other apps. I was dealing with some major medical issues and had to wait ten or so days to go into the Verizon store to complain. Each time I would near the store, my phone would start to work appropriately for a while and less than an hour after leaving, it would work fine for a short while then start acting up again.

    Finally, while being near the store and waiting for a sales rep, my Droid Turbo 2 showed it’s true colors by being the defective piece of junk it is. The sales rep told me that “a new one was on its way to my house and would arrive by Monday.”

    My “new one” was a refurbished slightly scratched hunk of junk phone. I didn’t have the time to argue so I let him update it and switch my expansion card to the “new” phone and walked out feeling irritated at my lack of time to advocate for my rights.

    Soon, the exact same issues began to plague the refurbished Droid Turbo 2 along with turning on and off over and over again. Once again, due to medical issues, I had to coordinate time to go into the Verizon store to complain. My options after a sales associate, then a guy on the phone, another woman with an attitude on the phone and another man on the phone were to pay off the nearly $700 owed which is the first time that I found out I didn’t pay $200 for the phone, and then I could turn in this refurbished phone and get $150 credit towards a new Verizon phone of my choice, or I could get another refurbished Droid Turbo 2, or I could get another refurbished model other than the Droid Turbo 2 which I would have to pay for.

    Luckily, I think, I have my original Droid Turbo 2, so I can have it repaired by Moto which will take up to two weeks. I have to turn in the second refurbished phone. I feel frustrated and deceived. The customer rep told me to read my contract prior to signing it rather than trusting what the sales rep tells me. I will, trust me I will for now on. I will never assume that I can trust Verizon or Moto anymore. I asked what responsibility does Verizon and Moto have if they are at fault for these issues which I can’t help but think have something to do with a recent marshmallow update. The Verizon rep said that Moto would make an announcement if that were the case and then they would give me a new replacement device.

    I purchased the Droid Turbo 2 in early March 2016 and it is May 18, 2016. I have only had a properly working phone for about two weeks in less than 2 months of troubleshooting. I was accused of having downloaded faulty apps from the play store which have had nothing to do with my problems. As a matter of fact, none of the apps I have used have been faulty.

    I would never tell someone to use Verizon nor would I recommend that anyone buy a Moto product. Never trust any agreement based on anything other than the paper contract which should be read very carefully. Thanks for an ill-timed harsh and very costly timesucking lesson Verizon and Moto. I hope that all involved parties get the same support I have received during a difficult time for my loved ones and I.

    I understand that contracts are binding. Compassion and a humane resolution should supercede a standard contract.
    When I have more time, I will be addressing this issue further on my website and I am considering small claims court.

    -strikethecanvas

  4. I purchased a Droid Turbo after the sales pitch on a warranty on a crack/shatter proof screen. Within two weeks the screen cracked and I felt good I decided to get this phone. (I have never had a screen crack before). Well when I went to Verizon they now tell me it’s only covered if it shatters. Well I should have said my check is good only if there is money in my account. Fast forward, I receive an email on tips from Motorola and they claim any crack is covered. I went to Verizon (a 30 year customer) and was dismissed with “call Motorola”. 4 calls later they ran out of reasons to deny coverage. They informed me I could send in my phone and they would determine if it’s a coverable repair. They gave me not time frame. I kept being turned over to more and more people, having to start the name and information game again until it was decision making time. When the conversation came to ok’ing a repair I was put on hold and transferred again.
    I hope to not do business with either company again, however sometimes we just loose and we have to be able to let it go. So for now it’s gone and I have moved on to happier things. Just thought this may help someone.
    Rick

  5. My droid turbo (the first one) has fallen out of my pocket on a carnival ride 30 feet in the air onto concrete, (how i got it back is another story) and it still works. I’m a huge fan of Motorola because they only make communication products. They don’t make fridges or TVs, and phones. I don’t like what I’m hearing about customer service issues. Get it together Moto or my next washer and dryer will be a Samsung and I might just buy their phone as well.

  6. Pfft! I purchased the droid turbo 2 December 18, 2015 and it’s been nothing but a headache! I haven’t been able to use my 4G features for MONTHS due to calls being dropped whenever the signals weren’t properly working due to hazy or overcast weather…. So I have to have the hi DEF feature turned off and run 3G. The new voicemail setup is a pain in the ass. The STUPID marshmallow updates just UPDATE WHENEVER they DAMN well please. Aaaand NOW- I haven’t been able to receive phone calls for at LEAST 24 hours from anyone!!!!! I can call out, but no one is able to call me. I’m not notified of text messages, phone calls (because they don’t come through), or anything else in the top left of the notification bar. I’m frustrated beyond belief aaaand am now being told a replacement phone is $149.99. Yes, I understand that is better than $800.00…. However- it’s NOT like I broke the damn thing- it’s NOT my fault! Sooo, why should I have to pay for it?!?! Sooo tempted to tell then to shove the phones AND their EFFING fees where the sun DON’T shine!!!!!!

    1. Stephanie, I have a solution for your calling issue. Go into settings and turn off HD-Voice. The same thing happened to our Turbo. I was all ready to toss it. Turning off the HD-Voice fixed ours.

  7. I have had my Turbo 2 now for 15 days…. I know the exact day because Moto “support” tells me that since it is 1 day over the 14 day no questions asked warranty timeframe they will not honor my claims of the display erroring, flickering and oh yea being a tint of purple where black should be. I have been a loyal Motorola customer for over 16 years, staying loyal to the brand… I had Turbo 1 and loved it, got talked into the “upgrade” and now will be stuck paying off a ‘like new’ phone as a replacement for my 15 day old Turbo 2.

    Seriously??? 1 day over the mark and Motorola denies my claim. It kills me that a company that I have spent so much time defending would betray me like this.

  8. I had my phone on the back of my coach. It slid off and fell behind it. The phone now has a few cracks in it. It fell about 3′. I received an email stating that my Droid Turbo 2 is not eligible for a replacement and is not covered under their warranty. I purchase the phone April 2016. It is Dec 2016. The phone is suppose to be covered for 4years against cracks and shattering. Verizon, where I purchased the phone told me it is covered. I am very frustrated with the false advertising.

  9. For those of you that may have had your Turbo suddenly stop receiving calls but can still call out. Check your voice settings. If the HD-voice is checked, turn it off. This happened to us and we were just about to toss the phone and replace it. Got lucky on the HD-voice trick.

  10. I’ve never had a problem with any Droid especially the RAZR M. But once I got the Ballistic Turbo, every 3 months the phone had hardware issues, and I will say Verizon has been very helpful. But this is my 3 phone in only a little over a year. First time was my fault I will admit. But one time I was using the phone, and a tower went down while I was on the phone, and I couldn’t receive any calls. But could do everything else. They sent me a new phone. Next my screen just started turning funny colors and after an hour the whole screen went black except the outside borders. Just received another phone. I like the phone, but never before had to keep getting a replacement.

  11. Purchased a Droid turbo 2 new from Verizon store 11/27/15. Phone
    worked fine until around 6/15/16 when an OTA update to nougat was sent
    out. After the update the phone failed to charge. Took phone to
    Verizon store, they checked it out and authorized a return for repair.
    Around 6/20/16 I received another phone a few days after I sent in my
    original phone. Second phone worked good (with exception to muffled
    audio complaints from people I called sometimes if phone was not right
    next to my mouth) until 5/12/17 when the phone just shut off and would
    not turn back on or charge. Finally got it to turn back on but would
    randomly shut down especiall when slightly flexed. Was told by Verizon
    store that the warranty was expired although I argued that second
    phone was less than a year old and should be under warranty. They told
    me warranty was for one year from purchase of original phone only.
    Since I was out of luck I decided to take the phone apart and fix
    myself. What I discovered was that the ribbon cable coming out of the
    battery was torn more than 3/4 of the way across and one trace was
    completely broken. This would explain why it worked good only when
    charger was plugged in. It also appears that maybe the second phone I
    received was re-manufactured, because it looked like it had been taken
    apart before.

    This appears to be a factory defect with the battery design. The
    battery ribbon cable is under constant torsion and it is only a matter
    of time until the ribbon cable is torn apart from it’s own forces. I
    would suspect that all the phones will eventually develop this
    problem. Lots of others are having this same problem.
    If enough get together we could start a class action lawsuit. I may
    contact one of the lawyers if I can not get resolve.

Care to share your thoughts?