Michael sent a message to Greg Brown Chairman and CEO, Motorola Solutions, Inc. – email address that said:
Afternoon Gregory
Apologies for the unsolicited approach of this email, however I would like to speak to you with regards to an ongoing issue I am facing with your company.
My name is Michael Strong-Stewart and I have been in contact with your UK customer services through various means, but unfortunately not one person has offered to help me to a level that I believe to be acceptable.
I am the owner of your Moto 360 smart watch (1st generation), and around October last year I had an issue that is a common fault in the back panel cracking. As this is documented extensively online, I contacted your customer support to arrange for this to be rectified. After weeks of difficult discussion consisting of slow response times, rude advisers and a general lack of enthusiasm to help me, I reluctantly arranged for the watch to be sent to your repair centres to have the device repaired and a new back plate installed. I had multiple conversations via email expressing my unease of having a product merely repaired, rather than exchanged as this is evidently a common occurrence with this model. I was assured that the fault would be rectified and I had no reason for concern. The device was then returned to me with the issue corrected.
Fast forward to now, and I am experiencing issues again with the watch. Not only has the original fault arisen again (contrary to being advised this would not happen), but the screen itself is now showing an ugly burn mark in the top right corner. Once again I contacted the customer services team to express my concerns and find a way forward to rectify this. Having spoken to an adviser named Chintala via the live chat forum, I have been told they are not willing to help as the watch is now over the 12 months warranty.
To say I am disgusted is an understatement. Not only have I experienced the same fault twice, but a further more obvious fault, has now evolved and I am being completely ignored. The repair was undertaken less than 12 months ago and I was assured that this was not a "common occurrence" and would not appear again. I feel that this model has some very serious quality control issues and design flaws that are leaving your customers with sub standard devices.
As I am sure you are aware, the "Sale of Goods Act 1979" will be in effect for this product as it was purchased before 1st October 2015. This effectively states that the product should be fit for purpose for up to 10 years from purchase. In the event this is not the case, the manufacturer has a duty to repair, replace or refund the product. As this is a legislation put in place to protect consumers, this over rules any warranty your company has set.
I have been a customer and fan of Motorola products for a number of years and my ideal solution would not be to obtain a refund, but to be issued a product that I have faith in and will not display the same level of poor QC and common faults that the 1st generation of Moto 360 has unfortunately bestowed on with.
Once again I apologise for sending this to you to look into, but the level of service and general lack of help from the usual avenues has left me no choice. I trust you will take this very seriously as the reputation of your company should be paramount and thus far this reputation has been tarnished by your members of staff.
Should you have any further questions or queries, I would be happy to provide you with the information you require, so please do not hesitate to get in touch.
I look forward to your response within a reasonable time frame
Kind regards
Michael
