I was on the phone ear height and the uneven pavement caused me to stumble and I dropped my phone. This crash produced a crack all the way through my screen to the display underneath.

I sent pictures into Motorola who informed me that it appeared to be part of the replaceable ShatterShield. I replied with a screenshot of the Motorola ShatterShield guarantee which reads–and I am quoting verbatim here–“Moto ShatterShield is an exclusive system consisting of five layers designed to absorb shock and guaranteed not to crack or shatter.

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I spent several hours on the phone in separate conversations trying to understand what the phrase “guaranteed not to crack or shatter” meant.

The answer is this: it means nothing.

Any physical damage to the phone voids the warranty. The rep I talked to said–and I am quoting him here–“that the warranty is only good if the phone is in your pocket or something.

The guarantee covers the deeper layer of the screen.

This is somewhat unbelievable but this is what the Motorola Rep told me. I explained to her that their promotional material referred to the product as the “Moto ShatterShield” and I was being told to replace the “ShatterShield” but somehow what I was replacing wasn’t part of the Moto ShatterShield?

Yes, that reads as ridiculous as it sounds.

This is the same rep that originally told me that dropping my phone voided the warranty. He backpedaled a bit and now says the guarantee is for “no major damage to the display.

I will say that this is the most durable display I have ever seen. However, if you are unlucky enough to crack it like I did, then you are going to have to pay for a replacement screen just like any other phone.

moto shattershield™ – moto z force (droid) – Motorola Support – US

I am pretty much done dealing with Morotola after they accused me of damaging my own phone. They simply won’t back down and I don’t have time to waste.

If I do anything else, I will take them to court or pass all of this onto class action firm.

BUT, I wanted other potential or current Turbo 2 owners to be aware of this before they purchase this phone. I’m not sure exactly how that warranty is supposed to work, but I will have someone look into this for you.

I obviously don’t know either but what is clear is that if the screen “breaks” or “cracks”, the user is expected to pay for the replacement cost.

I think customers should be aware that the screen can break and that they will be responsible for the costs associated with the repair. I have looked at the pictures you sent via email in your case.

Moto Z Force Droid Edition | Verizon Wireless

Based on the pictures, the replacement options that were provided to you are correct. The warranty is provided on our website.

This phone is not shockproof or designed to withstand all damage from dropping. All other warranty exclusions, including scratches and other cosmetic damage, intentional damage or abuse, normal wear and tear and other limitations apply.

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This is the part that folks need to understand about how misleading the warranty is: ” The display and embedded lens are warranted against shattering and cracking for four 4 years from the original date of purchase; scratches or other damage to the protective lens is not covered by this warranty, but should always be in place to prevent scratches and other damage to the underlying components.

Motorola, in short, doesn’t consider what happened to my phone to be a “shatter” or a “crack. In the end, as your response illustrates, Motorola will just keep alienating long time consumers like me.

I was ready to buy a different device but purchased this phone ONLY because of the screen. Now I am stuck with a phone that Motorola won’t warranty.

Modile motorola moto z screen guaranteed not to crack pbx diagram

Consumers should understand exactly how limited the warranty is and how deceptive the marketing is. The information could be correct, or it could be an opportunity for customer support training.

Let’s wait and see what happens. Second, the issue about posting pictures is being investigated. It was originally thought to be a “tenure” issue People behind the scenes are looking into it.

This is how the phone was sold to me. Their advertising reiterates this claim: “guaranteed not to crack or break.

The problem with Motorola’s stance on all of this is that leave you NO option except to 1 pay to have your phone fixed and then either put them on blast on Social media or take them to court. Motorola moto z screen guaranteed not to crack Heat the front of the phone between the display and the lower edge to soften the adhesive underneath.

I agree with your statement. Their warranty is flawed and they do not honor it. My phone broke as well, and because my top screen failed which is the “unbreakable one” the bottom screen broke as well.

They will not honor my warranty because they said it is not covered through the guarantee. That was a week ago. I still have not gotten my phone back or heard anything from them.

They way they advertise it on their page; it’s a “quick” process. Never again will I buy a Motorola product!

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I agree. I too was talked into this phone by a Verizon agent. I was adamant about not wanting another Motorola phone but she really sold me on the display I am admittedly hard on screens.

Verified Purchase. Asus Mobile Phones Price List in India A hair dryer, heat gun, or hot plate may also be used, but be careful not to overheat the phone—the display and internal battery are both susceptible to heat damage.

The problem with Motorola’s stance on all of this is that leave you NO option except to 1 pay to have your phone fixed and then either put them on blast on Social media or take them to court.

I plan on blasting the pics of my phone and their warranty out on social media today. All I can suggest is to keep letting people know how ridiculously misleading this warranty is.

Eventually, some plaintiffs firm will catch wind of this, certify a class of plaintiffs and cost them money. This website uses cookies.

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09.03.2020 – I sent pictures into Motorola who informed me that it appeared to be part of the replaceable ShatterShield. Supports microSD card up to 2 TB sold separately. Almost done!

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