This is a brief explanation of my recent experience with Motorola Service. I own a Moto Edge 30 bought during February 2023. It was all working well until this one fine (!!??) morning when my phone greeted me with a new feature - The Green Line.
The device had an update a few days prior to that, and I was convinced that could be the reason for the green line. This happened around early October 2024. I was really worried because the device was not in warranty as it was almost 1 yr and 10 months old. And even big brands are not providing free service for green line issues in most cases for out-of-warranty devices.
I started looking at various social media platforms and community pages to check if this issue was widespread. I came to know that a few of the Moto devices are having this green line issue, and replacing the display is the only option, and I have to visit the service center for the same. To be honest, I did not believe them to help me out, considering the policy of most of the brands in this issue. Also, Moto does not have a big hold in the Indian market.
Due to my time constraints and the monsoon rains, it kept getting delayed, and by mid-November the device had almost 20 to 30 lines, and it was almost unusable. With no option left, I decided to visit the service center on November 16.
The Climax:
I did not have much hope or trust walking in to the Moto Care center and reluctantly showed the mobile to them. The front desk person looked at the mobile and didn't speak a word. She didn't ask a single question to me and just handed over the phone to the engineer sitting behind her.
He had a casual look at the device condition and said the device can be accepted for a free display replacement. Finally I could smile.
Then the front desk person gave the phone to another engineer, who disassembled the phone immediately and checked for customer-induced damages. Heartbeats again.
Once they were satisfied, the front desk person gave the phone back to me, asking to take data backup and format it before giving it for the service. Surprised with the happenings, I backed up the data and formatted the phone and handed it over to them and left.
After an hour or so, I received a call from Moto Care HQ in Mumbai verifying my details and also the behavior of their staff in the service center. They also verified whether they charged me for the service. That was really a customer-friendly approach, imo. I got the device back after 14 days or something. I received 2 calls from them during those 14 days to periodically update me about the status of the service. Another good approach.
The display was replaced for free, although the device was almost 2 yrs old. Also, the volume rockers and power buttons were loose and were falling off from their place because of the wear and tear. I asked them if that can be replaced and was ready to pay for that. They replaced them as well but did not charge me for that either.
I appreciate the fact they took responsibility as a brand to provide me with the replacement when many brands are not willing to do the same. That too they did with no questions asked. I know OnePlus does offer lifetime free replacement but top brands like Apple, Samsung, and Vivo often reject free replacements for green line issues, from what we have seen on social media platforms.
Overall, all the executives I talked to in person and over the phone were polite and helpful. Their website, as well as their staff, were prompt in providing updates regarding the service. Even after receiving the mobile back from service, they called back after 2 or 3 days to confirm the proper functioning of the device.
PS: This is just my personal experience only. This is not to promote or defame any particular brand. Definitely someone might have had a sour experience with Moto as well. It happens and we all understand it.
