After media reports and social media posts last week started highlighting how Motorola Mobility is failing to honor guarantee commitments for their smartphones and smartwatches in the US, the company has finally released an official statement admitting to the allegations and apologizing for the inconvenience of its customers. The company released a statement to the effect earlier on Wednesday, saying that it is “experiencing delays” at its US service centers, which is leading to the massive turnaround times for devices that are coming in for repairs. The Lenovo-owned American company also said that it is doing everything within its power to rectify the situation, saying that it is “working hard to identify and implement solutions.” Motorola also sought to reassure frayed tempers by insisting that it is “dedicated to the highest quality service and this is not up to our standard of excellence”.
While after-sales service continues to remain an often-overlooked part of the decision-making process about which products to buy and which ones not to, the overall ownership experience and hence, customer loyalty, to a large part, depends on how supportive a company’s staff is perceived to be. Which is exactly one of the reasons why Apple scores so high on the loyalty factor among its customers. It remains to be seen if all the bad press the company has been getting over the past week or two will scare people away from buying Motorola products in the near future, but the company’s management will be hoping to sort things out as quickly as possible so as to avoid any further fallout from this rather unseemly episode.
Motorola also has a lot of new products in its pipelines right now, with the Moto G (2016) being one of them. The device has been leaked a few times over the past week, giving us some hints as to what might be coming our way down the line. Also, there are plenty of deals and discounts to be had on the company’s products currently, with the Moto X Pure, Droid Turbo 2 (Moto X Force) and Moto 360 prices being slashed by major retailers in one part of the world or another over the past few days.