Yesterday we reported a number of WIND Mobile customers were ending up with a bricked Moto X 2014 after they tried to do their OTA Android 5.0.1 Lollipop update. Just when they were so excited about jumping from 4.4.4 KitKat to the newest version of Lollipop, they received a crushing blow when they Moto X’s were deemed unusable. We heard things like this all day: “I got home, downloaded, and ran the update. Now my phone is stuck boot looping. I’m currently trying to get the phone to wipe, but recovery mode is being a pain in the a$$. When I get to recovery mode, and select “recovery”, I get the android with the words “no command”. After that I can’t get the phone to do anything.” He followed up with: “Finally got the phone to turn off completely. I had to go to recovery mode, then select shut down. I still can’t get the phone to recognise the SIM card or give me WiFi. I’m stuck.”
After many frustrated customers called and posted complaints about their experience, Wind Mobile moved it to their Level 2 Support. Then the owners were advised to visit their warranty center, but the WIND Mobile stores were told that they were not to replace the devices. Our source today tells us that they confirmed that Motorola Canada was working with WIND Mobile to figure out a way to fix the devices remotely. It seems that this all stemmed from a soak test on WIND Mobile’s network, to test for matters such as this, but these customers never mentioned a soak test in their complaints. I have been through a couple of Motorola soak tests in the past and at that time we had to ask to join the soak test group, knowing full well something may happen.
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Apparently, the same soak test went off without a hitch for TELUS subscribers a couple of days earlier. However, the WIND Mobile OTA is sending the Moto X into a boot loop that cannot be corrected even by trying to reset the phone to factory settings. Fortunately, Motorola Canada has released a statement regarding the failed soak test:
“Yesterday we began testing Android 5.0 Lollipop by pushing out a beta upgrade to a small number of WIND Moto X (2nd Gen.) users in Canada. Some of those users are reporting issues with the test upgrade and we are actively looking into the cause. We’re asking the owners that have been impacted to return their affected Moto X to a WIND store for a replacement. We’re sorry for any inconvenience this causes.”
So, the good news is that you will be receiving a brand new device simply by going to your local WIND Mobile store. The bad news is that all personal data – photos, apps, music – will all be lost unless you have them backup elsewhere. Please hit us up on our Google+ Page and let us know if you were one of the bricked Moto X owners and if you lost any data…as always, we would love to hear from you.