Develop Bugs

Motorola: Good customer service, but bad timing

Two weeks ago I was having severe battery drain issues on my Moto 360. Out of nowhere. All I saw was an outline of a battery with a lightning bolt when charging. Eventually it would charge enough, 50%, to take it off the stand. Then, within minutes the screen was black. I'd put it on the stand and the same thing would happen. Outline of a battery with a lightning bolt. Eventually 50%, then drain to black screen.
I did the usual things. Rebooted. No change. I did a factory reset. No change. Deleted all of my Wear apps on the phone. No change.
So, I chatted with Motorola online. The CSR was very helpful but didn't know the Moto 360. She took my number and did a conference call with a Moto 360 CSR. Unfortunately, when the original CSR hung up the conference call ended. I chatted again, explained my story again, got a conference call again. This time the conference call stayed alive when the original CSR hung up.
I briefly explained my issue to the Moto 360 CSR and he immediately offered to exchange it. I had two options. Option 1: Return the watch and they'll send me a new one. He said this takes about 5 business days. Option 1: They send me a new one immediately and put a $220 hold on my credit card. They send me the FedEx info and when I send my old one back (within 6 days of getting the new one) they release the hold.
I opted for option 2. And, I'm GLAD I did. It's been two weeks now and I have yet to receive my replacement Moto 360. I did the online chat again and again they hooked me up with a conference call with a Moto 360 CSR. He said that my silver model is on back order. But he was willing to offer me a black one instead. Just as he was making this offer the phone got disconnected.
As it turns out I solved my problem. How? I did a factory reset on my phone. I don't know why that solved it and I only did this as a "Hail Mary" pass kind of option but it did. So, I guess I'll just see if they ever send me a silver watch. If they do I may just decline the delivery.
I'm glad that my watch got fixed as this would have been a very frustrating experience. And, I'm glad I didn't take option 1 as I'd be without a watch for a long while, I presume.

did u uninstall wear and moto connect from ur phone and rebooted and then install again and rebooted and was still causing it?
thats what a reset on ur phone may have fixed for ya.... just wondering.

Messed up display!

I left my Moto 360 on the OEM charger overnight as I often do. When I took it off this morning, this is what I see. I have rebooted and power cycled but no change. Is this something that can be fixed, will Best Buy replace it, or should I contact Motorola? I bought it on September 25.

have you tried a factory reset? looks like your watch face profiles are corrupted.

Thanks, I have rebooted, powered off and on, and reset with no change. Guess it's time to contact Motorola.

JimSmith94 said:
I left my Moto 360 on the OEM charger overnight as I often do. When I took it off this morning, this is what I see. I have rebooted and power cycled but no change. Is this something that can be fixed, will Best Buy replace it, or should I contact Motorola? I bought it on September 25.
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If you got the replacement plan thing from BestBuy, yes they will replace it. I've already replaced my first 360. The back side cracked. Was no issue. Since all data is stored/synced from your phone, you won't lose anything. It'll all sync back over.

johnomaz said:
If you got the replacement plan thing from BestBuy, yes they will replace it. I've already replaced my first 360. The back side cracked. Was no issue. Since all data is stored/synced from your phone, you won't lose anything. It'll all sync back over.
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Since Motorola's warranty is for one year, I didn't bother with the Best Buy replacement plan. I haven't heard back from Motorola yet, but I wonder if Best Buy honors the manufacturer's warranty in house.

Update: I left it off the charger last night. This morning most, but not all of the white cloudy ring was gone! I thought it was all gone, but I can still see it on light screens like the settings screen. Whether it will go away completely is yet to be seen. Apparently nobody else has had this, so if Motorola will replace it, I'll let them.

Doubtful. You may be able to buy the plan now though. I got it because it covers everything except accidental breakage. You can get accidental breakage coverage for like $10 more. But any reason that it stops working other than me breaking it is covered. Plus in 2 years I'm sure you won't be able to get a new one in store and a new model may be out. In that case you'll get $$$ back and can buy the new one.

I may have just lucked out! A Motorola rep called this afternoon to say that my replacement would be delayed because the the silver with black band is out of stock. She offered several alternatives including black with leather or any of the metal band watches. I opted for the silver with the light metal band. She didn't say anything about an extra charge and I forgot to ask, so I hope I just got a free upgrade!

Screen Artifacts?

So I just ordered my moto 360 a few days ago on amazon from one of their warehouse deals. I got it today and plugged it all in and you cant even see anything. just artifacts (Picture below) so i left it on the charger and went to dinner. I come back and it shows things! YAY! though... its in a different language... so figuring it hadnt been factory reset I chose to factory reset it and it turned off... then once it turned on again the artifacts are back! Has anyone had this problem and fixed it? will probably leave it charging and see if a full charge brings it back to life again. Probably going to get a refund with amazon since all they said was it had "cosmetic wear" "Used - Very Good"

Errrr.... looks like having problem... Please do contact amazon

weird...

Yeah I contacted amazon and am getting a full refund. Just bought a new one directly from MOTO and should be here thursday. Sorta rediculous since they say they "test for functionality" I wonder who tested this one....

I think ppl from the matrix is trying to communicate with u.

wilsonliang777 said:
I think ppl from the matrix is trying to communicate with u.
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Lol possibly ! I am returning it to Amazon and I just received my new moto straight from Motorola today and it works perfectly lol

should I STILL get a 360 this late in the game?

I'm eventually going to make the plunge in getting a smartwatch, and always liked the 360, but with the 360 2 so close to being announced, is it even worth getting the 360 now?
I love modding and stretching the limits of a device. When the 360 came out, i wanted it, but couldn't afford it. Recently I saw someone running youtube videos on the 360 and it sold me. Then i noticed the huge price drop and it started really pushing me toward a purchase.
What are the current limits of the device? I know running youtube on a watch is considered impracticable by most people (small screen, batt life), but it's right up my alley. Can you remote a pc or phone with the 360? I'm always streaming youtube to listen to music in my car, screen off, and I never know what i want to listen to next. I love the freedom of being able to pull up any track that strikes me in the moment, without having to store thousands and thousands of mp3s on a device. If video running directly on the watch isnt very efficient, can the watch remote the phone to change youtube videos without interacting with the phone?
Also, if you were me, would you get the 360?
wait for the 360 2?
or is there another device out there that is even more capable of outside-of-the-box kind of applications??
Any input is greatly appreciated. Thanks!!!

Hi there!
I recommend reading this thread, it's about a similar topic and it should at least answer some of your questions: http://forum.xda-developers.com/moto-360/help/wait-model-buy-t3146347

Pyvesb said:
Hi there!
I recommend reading this thread, it's about a similar topic and it should at least answer some of your questions: http://forum.xda-developers.com/moto-360/help/wait-model-buy-t3146347
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I'll probably pull the trigger at this price point just to get in.. then resell once the 2 comes out..
any differences between the best buy, google store, and amazon versions of the watch?
I know sometimes phones will have different hardware specs with different vendors

also, the free 'youtube app' that allows you to watch youtube on the watch itself also claims to be able to google cast the video to another device, ie: chromecast tv. Is it also capable of sending the video to a phone? My theory is, I can pull up the app on the watch, say what i want to listen to with the voice search, and beam it to my phone which is still holstered and wired to my car stereo. Think that would work? Anyone with a moto360 want to try it out?

I was pretty much in the same boat but I made the plunge (arr, matey).
I never had much money to spare for a smartwatch but I knew one day I would get one. I finally bought one last week, not even second hand how I usually buy things, because the price was finally acceptable for me (and a 14-day free return policy at the store was a great way to test the device - I'll probably keep it). I wasn't even considering the potential successor of the Moto 360, two reasons:
1. It would be way too expensive. I'd have to wait another year after its release until the price would finally be right for me.
2. There isn't much to improve with Android Wear smartwatches, as my only disappointment is battery life (though I love how easily and quickly it charges wirelessly to make up for it).
I'd say if you're like me, you don't have much money for a smartwatch, then the Moto 360 is currently still an awesome device. Especially since it received this huge update very recently which enabled Wi-Fi. This device is much more capable than the limited number of apps in the Play Store would suggest. I'll see if I can make any useful apps myself :fingers-crossed:

Hermantje said:
I was pretty much in the same boat but I made the plunge (arr, matey).
I never had much money to spare for a smartwatch but I knew one day I would get one. I finally bought one last week, not even second hand how I usually buy things, because the price was finally acceptable for me (and a 14-day free return policy at the store was a great way to test the device - I'll probably keep it). I wasn't even considering the potential successor of the Moto 360, two reasons:
1. It would be way too expensive. I'd have to wait another year after its release until the price would finally be right for me.
2. There isn't much to improve with Android Wear smartwatches, as my only disappointment is battery life (though I love how easily and quickly it charges wirelessly to make up for it).
I'd say if you're like me, you don't have much money for a smartwatch, then the Moto 360 is currently still an awesome device. Especially since it received this huge update very recently which enabled Wi-Fi. This device is much more capable than the limited number of apps in the Play Store would suggest. I'll see if I can make any useful apps myself :fingers-crossed:
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Agree, there is not much difference between all the available smartwatches besides design and hardware. The software is the same on all of them (almost).
I can't see how people can complain about battery life. It's not a phone or a computer for that matter. The screen should not be on all the time. I normally charge mine before bed, sleep with it and wake up with around 85-90% left and then around 50% left when day is over, 20-30% if ambient screen.
It's a watch and you should only use it to check the clock, notifications and weather (or other features) not play games and such on it. In the first few weeks, mine died after a day use too. The battery began to stabilize + you begin to see it as a watch + notification thing only. I barely look at it all day. Only read the message I get and then decide if I should answer on phone or not.
So the Moto 360 will be almost the same as the Moto 360 V2 besides some new design and maybe some new hardware features, like GPS.

Honestly I can't wait for V2 of the Moto360. Granted, price will be much higher than the current sale, and or permanent retail price of the first... But im excited about losing the "flat tire" look. I just bought my Moto360 about a week ago now, and don't get me wrong, I love everything about it and the flat tire doesn't really bother me at all. Aside from speed improvements, possibly better battery, sharper display, and over all improvement of a V2 ( all assuming those come to pass in the new one) the OG Moto360 is still amazing and does its job, and imo, does it well. I will be passing this one on to my wife when V2 hits the scene anyway so it will have a long life ahead of it.
At the price its set at right now, this is def a great smartwatch to own, especially for someone who has never owned a smartwatch before.
So (even tho I've obviously stated I have already) absolutely I would buy it. (again)?

I think it's still a nice smartwatch. I've owned the Pebble Steel, 360, Zenwatch, and G Watch R, and I've come back to the 360... out of all of them, it was my favourite. It also helped I scored an open-box 23mm SS one for $130 tax in, lol.

I have a pebble time and a motor 360 I also have the first pebble and I take most of the time the old pebble. First battery life is so good last me all week and also water proof. Which the time is too but the pebble feels more durable than the 360 and so on. Also a reminder when you wanna sell the 360 one day you only can sell it to someone with an android phone.
But the 360 is pretty good.
Sent from my SM-G920W8 using XDA Free mobile app

I was waiting for the Moto 360 2 but after it wasn't announced with the new Moto X and G I finally got bored and decided to purchase one, especially as I'd seen it for a great price £120 ($180). First impressions are I love the watch and it looks really stylish, it actually does more than I thought it would, which is a bonus.
Plus when the Moto 360 2 does get announced I'll sell this on.

Maybe I should have waited another few weeks and I would have seen the Moto 360 2 starting to be teased. Oh well you live and learn, lol.

Zammo76 said:
Maybe I should have waited another few weeks and I would have seen the Moto 360 2 starting to be teased. Oh well you live and learn, lol.
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I waited all summer for the 360 v2 to come out. I waited through MWC, through Google and Motorola events that we thought might be a 360 v2 announcement, and even after all that we still have no release date. The newly "leaked" images of the new Moto 360 v2 are not terribly impressive.
Since Moto has given us ZERO real info on the new version, I decided to get a 360 this week (it's also pretty cheap on Amazon). Today is my first day with it and I like how it looks and functions, but I am disappointed in the vibration strength. I have a Sony Smartwatch 3 and I can easily feel the vibration patterns on it. The 360 has a much weaker vibration motor and I am just going to have to get used to missing some notifications. That being said, the display is MUCH better on the 360 and it looks really good on the wrist.
The new 360 is not at all likely going to be worth the money they will ask for it. We also really have no idea when it will come out. Motorola really screwed up with their launch of the v2. By the time it comes out there will likely be other players out there, and the holiday season is just over 2 months away. I'll enjoy my 360 v1 until then and see what's available in December.

Still love my 360 v1. Looks great on the wrist, but since the infamous Apple Watch has been released I always get questions if its the Apple Watch. Replaced my grey leather band with a mesh metal band and its made the watch look even better. So I would still buy if you can snag a deal from Amazon, eBay etc...

mrhumble1 said:
I waited all summer for the 360 v2 to come out. I waited through MWC, through Google and Motorola events that we thought might be a 360 v2 announcement, and even after all that we still have no release date. The newly "leaked" images of the new Moto 360 v2 are not terribly impressive.
Since Moto has given us ZERO real info on the new version, I decided to get a 360 this week (it's also pretty cheap on Amazon). Today is my first day with it and I like how it looks and functions, but I am disappointed in the vibration strength. I have a Sony Smartwatch 3 and I can easily feel the vibration patterns on it. The 360 has a much weaker vibration motor and I am just going to have to get used to missing some notifications. That being said, the display is MUCH better on the 360 and it looks really good on the wrist.
The new 360 is not at all likely going to be worth the money they will ask for it. We also really have no idea when it will come out. Motorola really screwed up with their launch of the v2. By the time it comes out there will likely be other players out there, and the holiday season is just over 2 months away. I'll enjoy my 360 v1 until then and see what's available in December.
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I just got the 360 last week to try. I'm going to return it after a couple weeks unless things magically get better all the sudden. Coming from the lg g watch the battery on this 360 is terrible in comparison and ui lags more often then I'm used to in the g watch also. If price is a major concern then the og 360 is still good enough if the battery is good enough for your use. It isn't for mine. I don't want to disable everything to make it barely last a day.

The battery on mine was draining pretty fast the first few days of use. Not sure if it was a bedding in issue or it was just me fiddling with it every few minutes. It seems to have stabilized now and I can get through a day and its on around 15-20% when I stick it on charge at 11pm. I have my brightness on 1 and flick to wake up on.

I've just got one and love it. Didn't want to wait for the 360 2 or pay the higher price for it, as it would probably cost a bit more, maybe?
Battery life for me is good. Only had it a few days, but got me through a full day (08:00 - 22:30) with 3% left. That was with a bit of playing and for some of the time ambient mode turned on. I now have ambient mode turned off, flick to wake on and auto brightness on. It was at 59% when I put it on this morning at 08:00. It's now 13:38 and it's on 36%.

I waited for the v2 teasers and immediately went and purchased a v1 360. I am not seeing much in design or spec that make me want to pay more for the v2.
And both have the flat tire!
I already have an LG G Watch R, which I intend to continue using as my daily driver. The v1, will be for business and formal type affairs. It just looks very nice to me.
---------- Post added at 07:48 PM ---------- Previous post was at 06:52 PM ----------
And it looks like when you click the Moto Maker button for the 360 on Motorola's site it no longer works. Got in just under the wire!

http://moofi.woot.com/offers/motorola-moto-360-smart-watch-1 $150 for metal band

best buy still has it for $150 if you want it faster thank woot

after going through warranty service with motorola i would say dont ever buy anything from this company.

Sent ZF2 for RMA, came back and its WORSE

Hey there, this is my second post on here. I'm amazed that it's my second time having bad experiences with the Zenfone 2 when I see everyone so happy with it. Ok, here I go.
A month ago, my (one month old) phone died, you can check the issue and answers here: http://forum.xda-developers.com/zenfone2/help/zenfone-2-charging-dead-t3149072
I asked for a replacement and was denied, sent the phone for RMA instead (spent around $90 to send it and another $10 to get it back, cause I live in South America and had to pay for any costs sorrounding mailing).
I was pretty frustrated already, because I had chosen to spend $200 for a phone for the first time in my life and I ended up spending $300. I expected it to return at least in better shape than how I sent it. When it got back, it had a deep scratch on the case cover that barely missed the camera lens by a milimeter (apparently someone used an xacto knife to cut the foam wrap open and did it so well it even cut through the phone, real classy RMA service indeed).
I emailed Asus about the problem and wrote a review on Amazon posting the before/after pictures and whatnot. Asus replied they'd send me a new case cover at no cost, which I was really satisfied with. The phone worked fine for 10 days.
Yesterday when I woke up and turned off the phone's alarm clock, it went dead and then it started turning on and off repeatedly on its own. I got scared so when it turned on finally, I turned it off and left it like that the whole morning cause I had to go to work. At 12:30 in the afternoon I decided maybe it was a good time to check on it and when I grabbed it I realized it was really, REALLY hot, like 'about to burst into flames' hot. I freaked out and pried the case cover open and took out the sim and memory card, left the phone on the floor so that it would cool down. An hour later it was still hot. Two hours later it cooled down but it kept turning on and off on its own.
I only use Asus accesories and I've never dropped the phone, I've never rooted it nor customized it in any way (haven't even had time to do much with it, actually) so what's happened just eludes me. I'm really mad about this and I want to ask you what I should do.
I sent an email to Asus asking for a refund, but even IF they do agree to that I'll have to send the phone back, and by the time this is over I'll have spent the price of two Zenfone 2 in, like, 3 months.
I don't even have money left to buy another phone, I'm not sure what I should do and want to ask if anyone here has experienced similar issues or knows how to solve this.
Is ASUS Customer Service and RMA always like this? Is it because I live very far away and can't sue the reason they might not be taking my case seriously?
Sorry if it's too long or rant-ish, I'm just over my head with this phone x_x
thanks!

Hello there,
Yes I had the same turning on and off problem so I sent it for repair through RMA.
You can check my post I made on Zentalk here : http://www.asus.com/zentalk/forum.php?mod=viewthread&tid=26940

I experienced the same issue when experimenting with smart lock. Turning on smart voice and smart location sent my phone into a series of reboots . Once I turned them of things returned to normal.
Sent from my ASUS_Z00AD using Tapatalk

Smart lock wasn't on, as far as I know (nor smart voice or smart location).
I sent my complaint to ASUS last week, it's been five days now and it should've been answered within 48hs. I'm fuming now. Phone still doesn't work.

Blasterkat101 said:
Hey there, this is my second post on here. I'm amazed that it's my second time having bad experiences with the Zenfone 2 when I see everyone so happy with it. Ok, here I go.
A month ago, my (one month old) phone died, you can check the issue and answers here: http://forum.xda-developers.com/zenfone2/help/zenfone-2-charging-dead-t3149072
I asked for a replacement and was denied, sent the phone for RMA instead (spent around $90 to send it and another $10 to get it back, cause I live in South America and had to pay for any costs sorrounding mailing).
I was pretty frustrated already, because I had chosen to spend $200 for a phone for the first time in my life and I ended up spending $300. I expected it to return at least in better shape than how I sent it. When it got back, it had a deep scratch on the case cover that barely missed the camera lens by a milimeter (apparently someone used an xacto knife to cut the foam wrap open and did it so well it even cut through the phone, real classy RMA service indeed).
I emailed Asus about the problem and wrote a review on Amazon posting the before/after pictures and whatnot. Asus replied they'd send me a new case cover at no cost, which I was really satisfied with. The phone worked fine for 10 days.
Yesterday when I woke up and turned off the phone's alarm clock, it went dead and then it started turning on and off repeatedly on its own. I got scared so when it turned on finally, I turned it off and left it like that the whole morning cause I had to go to work. At 12:30 in the afternoon I decided maybe it was a good time to check on it and when I grabbed it I realized it was really, REALLY hot, like 'about to burst into flames' hot. I freaked out and pried the case cover open and took out the sim and memory card, left the phone on the floor so that it would cool down. An hour later it was still hot. Two hours later it cooled down but it kept turning on and off on its own.
I only use Asus accesories and I've never dropped the phone, I've never rooted it nor customized it in any way (haven't even had time to do much with it, actually) so what's happened just eludes me. I'm really mad about this and I want to ask you what I should do.
I sent an email to Asus asking for a refund, but even IF they do agree to that I'll have to send the phone back, and by the time this is over I'll have spent the price of two Zenfone 2 in, like, 3 months.
I don't even have money left to buy another phone, I'm not sure what I should do and want to ask if anyone here has experienced similar issues or knows how to solve this.
Is ASUS Customer Service and RMA always like this? Is it because I live very far away and can't sue the reason they might not be taking my case seriously?
Sorry if it's too long or rant-ish, I'm just over my head with this phone x_x
thanks!
Click to expand...
Click to collapse
Dear Blasterkat101,
In regards to the power issue, is the phone charging showing any LED indicator light when power is connected?
Have you tried a different USB cable?
Please visually inspect USB cable and connector port on the phone to see if there is any obstruction or damage.
Have you tried connecting to a PC to see if it can be recognized?
Sincerely,
Frank
ASUS_USA
[email protected]

ZF2
I feel your pain. I purchase my ZF2 in July, it failed in September with the cover sensor constantly thinking I was opening and closing the phone. I paid $25 for the advanced RMA, then sent me a replacement phone that was well used and stained.
The stained phone worked good for about a week, then the power button failed. I paid the $25 for another advanced RMA, they sent me a brand new phone (looked new in box) and this one was also a dud. Would not power on at all, and wouldn't respond to being connected to the charger.
Now I have to RMA this 3rd phone, wait for it to be processed (can't have 2 RMA's at the same time) and try to open a new standard RMA after Thanksgiving.
In the mean time, I'm using my Nokia 1520 with Windows 10 (another converstation)
I know that ASUS is not a top tier provider, but this has been an unbelievable process.

Had one do that
I love my zenfone 2 so much that when my son needed a new phone I got him one. His did the same thing after 2 days. After fussing with it for 20 minutes I was able to get it into the factory recovery. A factory reset later and his phone was fine.

I had purchased 2 ZenFone 2, 1 for me and my wife on 5/11/2015.
Well my wife's Zen2 wouldn't turn on and it had a full charge 3 days ago.
I've tired a hard reset connected to a different usb cable and also charger, messed with it for 2 days and NADA it was DEAD......
She doesn't use the phone much maybe 1 gb of data for the month and under 100 mins and she hates to text..
But I did get the extended warranty from Newegg for $25 per phone and they will email you a gift card for the same price of what I paid for the phone.
As soon as the Tracking info hit UPS the gift card came in my email within 36 hours and I ordered her The ZenFone 2 Laser which should be here Tomorrow hopefully she will be happy with it.

Zenfone2
My support experience with ASUS has been truly awful. Has anyone else seen this happen? It's almost like ASUS knows the phone is a dud, and they're just going through the motions.