Moto Z Force Problems

[SCPHARMACIST4130]

I purchased a new Moto Z Force two months ago and the Verizon store finally determined that it was defective.

Since it was past the 14 day grace period, I was sent a Certified "Like New but Refurbished' replacement.

I've had this phone for just one week and it is a little more stable but 'restarts" on it's own about 4 to 5 times daily.

I normally don't purchase a extended warranty but opted in today since obviously this replacement has issues.

I followed all the recommendations the Verizon store associates suggested which includes being careful not to uninstall any goggle apps, and cautiously adding any apps.

Am I just "one unlucky person", or did I buy a real lemon of a phone?

I've been a loyal Verizon customer and had great experience with generations of Droid Phones but I'm troubled by this ongoing problematic Moto Z Force. I'm not exactly happy that I own a "refurbished" phone but that's beside the issue. They tell me that this is a great phone? Is it?

[Rachelkweaver]

Nope! Purchased April 6th and am currently on my 3rd device. I have already had dropped calls and I set up my phone as a new device. So they can't blame it on apps.

[LISHAB13]

I left AT&T for Verizon on 1/24/2017 and purchased a Moto Droid Z Force.  I absolutely love it.  2 months ago, while doing a software update, it died.  Could not authenticate me. Tried to reset to factory settings to no avail.  Motorola offered to charge my credit card $200 and would send me a replacement phone and when I returned mine they would release the hold. Advised them that I couldn't be without my phone for 7 to 10 days. I do not have a LAN line AND my drive to and from work is 1 hr (2 daily).  So, Verizon stepped in and offered to send me one over night with the promise that I would mail mine back within 5 days.  So, I opted to go with Verizon.  Let's move forward approx 2 months.  Used my phone all day yesterday, no problems.  Got home and placed it on charge as it was about 50%.  Texted and played a few WWF games. Put phone down (still charging with the turbo charger provided with purchase). About an hour later, went back to unplug and pushed the power on/sleep button and nothing. I've tried another charger as my roommate has the same phone. Followed all the troubleshooting steps and still nothing.  Will be taking by the Verizon store today.  My question too "Am I just the unluckiest person there is?"  2 phones?  Or could it possibly be the phones? Any help would be really appreciated. 🙂

[FVSHUMATE]

I am having the same issues with a Moto z force purchased in January!  One month after purchas, the phone locked up, needed reset to make it work, so got a replacement.  Next time an update fries my 32g SD card, the card was replaced.  Then in August the phone started to turn off & on spontaneously, then phone screen went black.  Got a replacement again.  Now this second replacement is locking up.  Now a second replacement.  This model is junk!  I have had Motorola devices my entire 18 years as Verizon customer.  I am very disgusted with this device.  I have never purchased an extended warranty because I am very careful with my phone's, but now I am purchasing the extended warranty since I his phone has failed and odds are that after January it will fail again

[vzw_customer_support]

SCPHARMACIST413, Rachelkweaver, LISHAB13, and FVSHUMATE, I'm very sorry to hear that you've all been expereincing issues with your Moto Z Force devices. We definitely understand that having to get even one, much less multiple replacement devices is not the best experience we would want for you, but we are committed to getting you a device that works consistently up to your expectations. Generally, when you've been through multipel replacements, you're aware of troubleshooting steps and have been through them multiple times. I would like to continue to work with you and determine what we've missed. I have sent each of you a direct message so we may look into any available options. Please respond there at your earliest convenience.
​
​​Thank you,
KarolineD_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Errant0]

Same problems, I don't want a refurbished replacement phone identical to this device. If I can't have something different that is both reliable and new (like this was supposed to be when I got it) I don't see our family staying with Verizon when it comes time to renew our contract. Otherwise I am very happy with Verizon and wish I could get a different answer but all I'm am being told at the store thus far is pay it off and re-up which I have no interest in doing.

[vzw_customer_support]

We'd never want to see you go and definitely want you to have a good working phone at all times, Errant0. We'd like to look further into your device concerns. Please tell us more about what's going on with your phone? When did the issues start? Has there been any damage to your phone?

DanielleR_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[FVSHUMATE]

My phone number is [removed] .  As you can see, I have been a customer

fir many years.  Have had Motorola devices for my entire time.  I have

never had the problems with my other phones as I have with this model that

I got in January.  You can review my logs and see the issues.  I just

signed up for the extended warranty and feel that since the model is

problematic, I should not have to pay for the extended warranty.  I have

never paid for an extension on MFG warranty because I am very careful, but

now since this model has failed 3 times in the 10 months I have had it, I

feel it will fail after January.  Very disgusting.

Personal information removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

On Oct 25, 2017 8:47 AM, "vzw_customer_support" <forums@verizonwireless.com>

[vzw_customer_support]

I appreciate you being our long time customer, FVSHUMATE.  An extended warranty is a good idea for every device. While we don’t manufacture the phones, it’s always important to have a working device in your hands so you can enjoy the wireless network we strive to provide. I see KarolineD_VZW mentioned she sent you a Direct Message on Sunday. I have also sent one so please access https://community.verizonwireless.com/inbox to continue with either of us so we can fins the best solution.

Thank you
JenniferH_VZW
Please follow us on Twitter @vzwsupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[MT_MECHANIC]

Same issues here. My original Z Force did a perpetual reboot about 4 or 5 times and then refused to turn on. The biggest issue is that I lost data. In fact I nearly lost a $3,000 sale because of that. The reaction I received from the man behind the counter was an "I'm sorry that happened, did you back up your files?" comment. I don't believe a user should have to backup their data seconds after it's been saved to the phone. Fast forward to literally one month after receiving my "refurbished" (let's be honest, its used) phone, and the same thing is happening to this one. So I go to the same store and receive a "sorry its not working but deal with it because we've got you hooked and there's no way out" response. I am so sick of this. I've been a customer of Verizon for nearly 10 years. That's going to change soon.

[vzw_customer_support]

MT_mechanic This is definitely not the experience we take pride in. It's certainly not what you should expect at any Verizon Corporate Store. We appreciate your loyalty and the last thing we want is for you to leave.

Let's look into options. Have we completed any troubleshooting with you? If so, what have you completed so we don't have you completing the same steps.

DeloresK_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[MT_MECHANIC]

Why should I have to troubleshoot a brand new phone? And to what end? Both versions I've had are doing or we're doing exactly the same thing. And going even more into depth there is an internet FULL of people with the same experience!!! Troubleshooting is not the answer. This phone is a lemon and that's what needs to be addressed. As far as the store responses to my issues? You'd best get them fixed as many are discovering better options because of that experience.

[vzw_customer_support]

MT_mechanic,

I truly do apologize for this whole experience. I want nothing more than to get this issue with your Moto Z Force resolved. We do have to complete the proper troubleshooting on our end to ensure all the correct steps have been taken to fix this. I can reassure you that we will forward your feedback about your store visits to management to make sure a situation like this does not happen again. Let's dive deeper into this. I do show that this is a known issue and it will be fixed with the latest software release. Which software version do you have on your phone? Here's how to check http://vz.to/2oEmdFJ

JuanD_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[FVSHUMATE]

My phone was replaced since it was less than one year since I purchased.

But, I purchased extended warranty when in my over 15 years of being a

customer, I have never had to purchase one. In the past before getting

this model, always was careful with my phones and have never had this much

trouble. I have had this replacement for a couple months and so far,

performing as expected. But with the history of this model I felt I need

the extended warranty. If this model has "known problems". I feel I should

get the extended warranty complimentary, not have to pay for a model that

is inferior.

On Nov 20, 2017 10:33 AM, "vzw_customer_support" <forums@verizonwireless.com>

[vzw_customer_support]

FVSHUMATE,

Our ultimate goal is for all our customers to have a working phone. We work closely with our manufacturers to make sure we identify and find resolution for known issues. The extended warranty can cover all issues including software malfuctions and other issues. If the manufacturer deems any issue severe enough, they will provide additional support and even replacement options.

JenelleR_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[MT_MECHANIC]

What's funny is...if you follow the link on how to find out what software version you have...the link is broken. Wow. Anyway, my software version is : NCLS 26.118-23-1-1 applied October of this year.

--

Sent from myMail for Android

[MT_MECHANIC]

I replied 6 days ago.. seems like I got dropped. My software version is NCLS 26.118-23-1-1 applied October of this year.

[vzw_customer_support]

We are always here to help MT_MECH. I apologize you did not receive a response to your previous post.

It looks like you do not have the most current software verison. An update was released 11/01/2017. Visit http://vz.to/2k8g06R for more info. Please visit http://vz.to/2AkQOAB for steps on how you can update the software. Keep us posted if the issue persist after the update.

JohnB_VZW

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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[MT_MECHANIC]

Upgraded to new software. I'm on my 3rd reset in 4 days. I'm also sick of jumping through hoops. I have done literally everything asked and I'm still getting the "well let's try this cause it's the next step". With my education and intelligence, I know defective technology when I see it.

[vzw_customer_support]

MT_MECHANIC, this is truly never the type of experience we want you to have. We understand how important it is to make sure you have a properly functioning device. We are sad to see that the issue still persists after the recent software update. Please allow us to further explore your options. I have sent you a private message. Please respond to that private message for further review.
Thank you

SylviaT_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Bulldops]

I got [removed] over on a Turbo 2..same way.. mostly charging issues.. typical Verizon [removed]

Profanity removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.