yashsingh1/xdaforums huggingface dataset:
[Moto X General] ShamanicEnzan:
Bug landed as I was walking with my phone out, thought it was a yellow jacket, jumped, phone didn't jump with me.

I tried calling Motorola as well and it was the same price and a longer turnaround, I'll take the not paying for insurance for a year to get a phone asap, although it might just be a black or white one, I was able to get a case and protector for the X out of ATT but that's about it.

Picture attached.
[Moto X General] ShamanicEnzan:
And insurance says "You give us your 200 dollars and you LIKE YOUR BLACK PHONE"

Screw ATT. I sent a tweet to Moto/Motosupport with the picture too, of course there's no reply.
[Moto X General] Rask40:
Keep pushing at MotorolaSupport, also try emailing them at supportforums [at] motorola [dot] com ... the guy who controls that twitter monitors that email.
[Moto X General] ShamanicEnzan:
Holy sweet handgrenades. I've now spent 8+ hours on the phone dealing with ATT/Motorola/Mobile Insurance, everyone wants 200 dollars to fix a phone that broke after one fall 13 days into ownership. Motorola has pushed me to sign paperwork to file an insurance claim then told me "Oh no you didn't have to do that" when it's their defective device. ATT is now on my side, but if Moto doesn't figure out their lives before the insurance claims clears....that'll be /fun/

I've been escalated to either level 2 or level 3 Motomaker support to see what they can do, although they've already heard my patented "voice of satan" telling them they're full of it.
[Moto X General] sleepyguy007:
i'm struggling to understand how "its their defective device" when you dropped it.
[Moto X General] jbdan:
I agree how is it it defective if it broke when it was dropped by the user.....?

†<><†
[Moto X General] FatBoy_Seconds:
Dropped my phone off the top bunk of a bunk bed. Fell flat on the screen; not a scratch on it. I know use an otter box case, just in case

Sent from my awesome All White Moto X
[Moto X General] jonathanphx1:
MOD EDIT: FOR RULES VIOLATION

2.3 Flaming / Lack of respect:

XDA is about sharing which does not involve virtual yelling (flaming) or rudeness. Flaming or posting with a lack of respect is not acceptable. Treat new members the way you would like to have been treated when you were a new member. When dealing with any member, provide them with guidance, advice and instruction when you can, showing respect and courtesy. Never post in a demanding, argumentative, disrespectful or self-righteous manner.
[Moto X General] GR8CDNPumpkin:
It's that sense of entitlement people have these days. Blame someone else for their own error. You dropped it dude, The defect is not in the phone.
[Moto X General] gunnyman:
I fail to see how dropping a phone is anyone else's fault.
[Moto X General] capathy21:
I agree, Unfortunately if the screen is cracked from a fall/drop, it doesn't matter if it happens 13 days after or the minute you walk out of the store.
[Moto X General] ShamanicEnzan:
(This preword was written after the following post was completed, if any one feels I'm attacking them I apologize and I try to explain why I feel dropping it shouldn't have caused the extensive amount of damage. I've been told 4 different things by 5 different people within ATT/Motorola and the one thing I despise most is terrible service, this has gone from being a phone issue to being a support issue in my eyes.)

Because anything you pay for should not be this weak. It fell three feet. If it had just a surface crack, I'd be fine and suck it up and deal. This phone is destroyed. The screen is cracked just like the old iPhones, the phone casing is rattled enough that the volume buttons have slid into the casing of the phone a bit.

Should I have had a case on it? You know what I'll give you that point, it may have cushioned the blow and prevented the issue, but do you really believe something you pay money for should require extra protection to survive a fall taken during normal usage? That kind of thinking gives manufacturers the ability to put out inferior devices build wise, which to most of us here sounds like something that should come with the territory, but it shouldn't.

Nobody should pay 200+ dollars for a device, use it like any normal person, and have it break like this 13 days into owning it, if I was an extreme sports person (I'm 6'4 and uncoordinated so no) or if this was about a year and a half (even 6 months) into owning the device but this isn't the result of mishandling. It screams horrible build quality

In 10+ years of owning mobile devices, the only thing I've done to my phones is bend one USB plug out of shape. Besides keeping the device on a memory foam pillow, I've treated my Moto X extremely well.

I will accept that I dropped it. I will accept there was no case on the device. I will not accept that one mixture of those two facts will completely wreck a phone. Should Motorola/ATT have questions? I think a few are acceptable, but they should also stand by their customers who trust them not only with what is becoming a bigger part of their lives, their mobile service, but with their hard earned cash.

Maybe I'm idealistic and believe too much in the rights of the consumer but "You shouldn't have dropped it" just doesn't cut in my book when the damage is this extensive.
[Moto X General] chaoslimits:
People will say that sort of thing till something similar happens to them. Good luck man; hope you can figure something out. And next time, case, case, case! :)
[Moto X General] seanmcd72:
Don't drop your phone. The fact that it cracked up is not a reflection of the Moto X quality. It's the fact that "chance favors the prepared mind" as somone once said. Every time I switch to a new phone, there's always a thread like this one. Somone drops it and it blows up. That's all on you unfortunately. It sucks, we're all here for you, but there's no other alternative and that's why they sell insurance in the first place.

I got lucky many times with my Razr. My wife was lucky many times with her Iphone 4, until one day it dropped "JUST RIGHT" and el-cracko. But, completely her fault for dropping the phone.

If you rear end someone with your new car, you can't just claim it should have gotten damaged for such a light "tap".
[Moto X General] capathy21:
It's glass. You cannot predict how it will break. I have seen devices fall off of a roof onto concrete and come away fine. I have also seen a phone fall from 2-3 feet onto carpet and the screen shattered from top to bottom. It has everything to do with how and what part of the device the impact occurs and nothing to do with build quality. Glass is glass and it breaks, period. I really feel bad for you and don't want to come across as an ass but when you are dealing with screens made of glass you can't blame build quality on a drop.
[Moto X General] ShamanicEnzan:
If I had a choice I wouldn't have dropped it.

No I understand what everyone that's saying "Don't drop it" is saying honestly but devices shouldn't be made in a fashion where one drop kills it, if I was constantly dropping it (I'm not) then yes, residual damage should add up, but not within 13 days.

Glass is glass but the phone is so messed up the volume buttons are sliding back into the casing as well. That's just not right in my mind.
[Moto X General] gunnyman:
Too late for Motorola extended warranty?
[Moto X General] ShamanicEnzan:
They just said "Well if you had gotten the warranty..." but it was never offered to me, I saw your thread right after the fall too so I tried but no dice.
[Moto X General] thedosbox:
I sympathize with your plight as it's annoying losing new toys. However, it's telling that you emphasize that you've only owned the phone 13 days. If this had happened a year later, I suspect you'd feel less aggrieved - despite the same "flaw" being present.

The reality is that if you want a tough device that can withstand drops, either buy a rugged phone, or use a tough case. Or be more careful with your toys.
[Moto X General] ShamanicEnzan:
There is no way to tell what would have happened a year later, and I may be a little less pissed off then, but at that point I would also expect the phone to have had a bit more wear and tear on it, maybe 2-5 more drops into the life of the phone, if that makes sense.

As for your reality, this wasn't a tough fall by any measure.my HTC Vivid has survived similar falls much better than the X did. Now I will be trying to get a tougher case in the future, but in my long post on page 2 I don't think that should be necessary to have to buy extra protection for an every day device to survive everyday life.
[Moto X General] Narugawa:
Ooch... Wish u good luck.
[Moto X General] jonathanphx1:
"This phone is destroyed. The screen is cracked just like the old iPhones, the phone casing is rattled enough that the volume buttons have slid into the casing of the phone a bit."

I still fail to see how this is ATT or Motorola's problem,. Both problems would be fixed if you just went to a third party, put on your big boy pants and have the screen replaced.

"Should I have had a case on it? You know what I'll give you that point, it may have cushioned the blow and prevented the issue, but do you really believe something you pay money for should require extra protection to survive a fall taken during normal usage? That kind of thinking gives manufacturers the ability to put out inferior devices build wise, which to most of us here sounds like something that should come with the territory, but it shouldn't."

What you should have done is at the time you bought the phone taken out insurance on the phone ESPECIALLY if you never were going to buy a case for it. You took that gamble and lost. You asked the question " But do you really believe something you pay money for should require extra protection to survive a fall taken during normal usage?" when the item would cost me $700 to replace ya I would make sure it has acquit protection to survive a 3 foot fall. Its another story if the item only cost me $50 to replace.

" (I'm 6'4 and uncoordinated so no) or if this was about a year and a half (even 6 months) into owning the device but this isn't the result of mishandling. It screams horrible build quality."

If you knew you were uncoordinated why no case? And the busted phone is a result of mishandling, its not like the phone spontaneously broke itself.

"I will accept that I dropped it. I will accept there was no case on the device."

Well that's really nice that you accept that you dropped it and will accept that there was no case on it. But part of accepting something is accepting responsibility for what happened and not expect someone else to pay for your mistake. Out of curiosity do you even feel like you should have to pay anything? Bottom line is that you took a gamble when you did not get insurance on the phone and lost. I really hope that ATT and motorola don't do anything for you, because to be honest they really shouldn't.
[Moto X General] thedosbox:
"similar" is the operative word here. For most drops, height has little to do with how much damage a phone will take, whereas the surface it's being dropped onto, and how it lands will be bigger factors.

While it would be nice if this could be true, the reality is that ruggedness is going to be at odds with weight and ergonomic requirements. Something from the Samsung Rugby range might be a better choice for you.
[Moto X General] ShamanicEnzan:
I do have insurance, I don't feel I should pay 200 dollars on a device I already dropped 270 on two weeks ago. I'm honestly unsure how busted the phone is, it lights up but you can't see the screen, the volume buttons appear to have slid into the case, who knows how bad it is on the inside. And trust me, I understand your line of reasoning on this, I just don't agree with it.

As for the uncoordinated remark, it was a badly timed joke saying I don't do anything crazy with my devices, unless dropping on accident is now crazy.

As I said a couple lines up I understand where you're coming from, I think it's because I find myself more inline with consumer rights and having companies stand by their product. I was willing to pay some part of the cost to have it repaired/replaced but 200 dollars flat? That's a little crazy given the circumstances, and the behavior and off-handed manner Motorola has handled my complaint have really turned me off the company now.

And why is it Moto's problem? A phone should be able to survive one fall. I'm sorry but that's how I feel. You can say I should know better and should just suck it up all you want, but I will not agree with that. One fall after 13 days? Any device should be able to handle that in my opinion.

If I had to say, I'd say that the Vivid has taken the exact same fall once, maybe the way it landed was off by couple inches.

As for the ruggedness factor, I'd agree with you if this wasn't so soon after the phone has been purchased. There was no wear or tear, no other incidents that may have "weakened" the case or glass in any other fashion. I don't think it's too much to ask an electronics company to make their devices a little tougher.
[Moto X General] dc82:
I feel for you man, I do. I've been there. But you keep re-hashing one point over and over that has nothing to do with anything. You SHOULD have to pay $200 to get a replacement device because it was broken due to physical damage it received because you dropped it. You paying $270 for it 2 weeks ago has absolutely nothing to do with anything. What does time frame have to do with it? If you had the phone for a month, 2 months...would that make a difference? Phones are made to withstand NORMAL wear and tear and yes, even some falls. Dropping your phone on concrete is not classified as normal wear and tear. You're not getting the principal. You aren't "owed" anything. You broke your phone 2 weeks after getting it. It sucks, I feel bad and wouldn't wish it on anyone. But it is your fault and chalk it up to "it is what it is." I'm surprised you didn't blame the Yellow Jacket for the damage when on the phone with Moto or At&t. (I kid, I kid). Phones are too expensive now to juat chuck around caseless. If you don't use one like other members said, you do it at your own risk. Either way sorry to hear.
[Moto X General] ShamanicEnzan:
Yeah, I do think it is a difference in how we all view the situation, all of you telling me to suck it up view the transaction as over once I get the phone, however I expect the phone to last a little longer than it did and view the transaction to include support for clustereffs like this. Now if this was 6 months...I may be a little more likely to pay up and shut up.

However the issue is resolved, after waves and lines of call center drones I reached an actual Moto X Engineer and they said "No that does sound defective" (At this point I don't care if they were being honest or just trying to get rid of me) and will allow me to remotomake for free.

Whether you like that outcome or not it's actually better than I expected, I expected to pay about 50 dollars at the end of the day and get a black phone and deal with it, but they're just going to take it and let me get a new one. I do plan on getting a case for the device now and trying to take better care of it, even though I'm not sure how that's possible besides making an antigravity chamber....

Even if I'm come across as hostile to any of you in this thread, I feel it was a great debate on consumerism and on the point of where transactions between people and companies end.
[Moto X General] dc82:
You do realize the phone only "lasted so short" because you broke it right? You broke the phone 13 days into owning it, Motorola didn't. This is simply a gesture on Motorola's part to simply placate you so you'll go away. I highly doubt anyone there views this as a defective phone. They are simply using discretionary dollars to silence you. Sucks for them but works for you. The lesson, complain enough and get enough people involved and eventually you get what you want, right or wrong. Or, the squeaky wheel gets the grease. Whichever you prefer.
[Moto X General] ShamanicEnzan:
You view it one way, I view it another. I wouldn't doubt it if someone told me "Oh they just told you to shut up"

I don't feel I broke it, I dropped it, maybe I shouldn't have as high expectations of build quality...maybe you should raise yours. I will take all of your collective advice (GET A CASE) on this.

Now if for some reason this happens /again/, I'll admit you guys are right. Sound fair? I have enjoyed this debate though.
[Moto X General] jbdan:
And we appreciate you (OP) and posters replies to the topic as it is a topic that often goes off the deep end and gets ugly. Cheers and wishing you many safe handlings of your next X :)

†
[Moto X General] dc82:
I'm not arguing with your right or desire as a paying consumer to make such a claim on the hopes that your get a replacement. I'm more or less completely against your entitled approach that Motorola absolutely owes you something. You've vocalized that without a shadow of a doubt that this phone should absolutely withstand such a fall. Unless you were there during its construction or completely understand physics, velocity, inertia, angles, kinetic energy and applied force then I don't believe you can say so. A fall from 2-3 feet may not seem like much. Throw in rate of speed, rate of rotation... Etc and 2-3 feet becomes more than enough. People fall from buildings unscathed and yet others trip and bump their head and die. I have high expectations for the things I spend my money on. But if I dropped a device an I felt it was defective and led to additional damage. I would ask for a discount perhaps and if it wasn't acknowledged I'd accept it bc I dropped it. That's what insurance is for.

All the best.
[Moto X General] ShamanicEnzan:
Oh yeah, I wasn't going to get rude with you guys. unless you can control yellow jackets

I can see that with the construction and not really knowing how tough the phone is, it's a game of expectations.

At the end if they had said "Sorry not sorry" I would have paid. If they offered a discount I would have taken that, would I have been mad as hell? Probably, but anger gets old and I'd get over it. They were dead set against moving until I got to a certain level, I don't blame them for that either, what's to stop someone from faking them out?

I see all sides of it, but I most certainly appreciated everyone that put in their two cents besides "Just don't drop it".
[Moto X General] jbdan:
Man I despise those little boogers. No worries though.....I'd just dump a little gasoline down your hole at night :P

†<><†
[Moto X General] jonathanphx1:
I guess you made enough annoyance of yourself they threw another phone at ya to shut you up. Let me give you an example of what a person does who takes responsibility for their actions.

A few years back I bought a car brand new from the dealer. I had the car for less then two weeks the sun was in my eyes (the yellow jacket in your case) and I made a very sharp right turn into a parking garage. In the process of doing this I misjudged the turn (your equivalent to jumping away from the wasp without your phone) so I curbed one of the rims on my car so bad that it bent it. Now according to you my rim should be considered defective, after all I was only using the car as a part of my everyday use and it should be able to withstand my error in driving the car.

Now what sane person would call the call dealership and/or the manufacture of the car and start demanding they pay for my bent rim because it was defective? I RAN THE RIM INTO A CURB. You dropped your phone. Both are at this point unusable. You know what I did, instead of wasting my time and the time of the people that manufacture the car and the people that sold me the car I went and bought a new rim, paid to have it installed and balanced. This is what responsible people do.
[Moto X General] ShamanicEnzan:
In your situation I'd have to see how hard you smacked the curb honestly. If I just went up and "tapped" it I'd have complained, it also depends how much they were going to charge you. If they were going to almost double the cost (which I doubt unless you have amazing rims) of what you paid, I'd have definitely asked some questions. Now how I"m picturing the smack in my head is that you hit the curb pretty hard, much harder than what's considered a love tap. And how you handled is correct in the latter case.

The fall my phone took was well within a "normal" fall I'd expect any phone to take at least one of in its life time (2 years) and if it had just gotten a crack or dent, I would have lived, but the entire phone was rendered unusable.

Look I've already come to the conclusion we're just going to disagree on this issue until the end of time. I'm not going to move you and you're not going to move me. I'm already taking in the suggestion to case up the phone from here on out and to lower my expectation of build quality in the future. It's a matter of opinion at the end of the day and I think I've made mine quite clear as have you.
[Moto X General] gammite:
not sure if you used motomaker or not. but if u did it was offered. u just glossed over it.
[Moto X General] ShamanicEnzan:
Funnily enough it wasn't. I may have dropped my phone but I'm no liar, however it was one of the first motomaker phones (first two weeks of release)
[Moto X General] roadkizzle:
I'm sorry, but while driving into a curb is not considered part of "normal wear and tear" in the case of phones NO drops are considered "normal wear and tear" unless the phone is marketed for that to be the case in the situation of ruggedized phones.

The fact is that you dropped your phone three feet onto concrete. The only way the manufacturer or retailer should have even worked with you is if they advertised the phone to be able to withstand drops on concrete.

I know I had dropped my iPhone 3G many many times from heights higher than 3 ft. I even once took off sprinting to catch a dog and my iPhone flew up and out of my hip holster, slammed down onto the street and skidded. I never once broke my screen although virtually everyone else I knew who had iPhones either have had broken screens or had to get them replaced. I've even dropped my Moto X on the sidewalk before I got my case, but it has no damage other than a few skuff marks on the epoxy edge around the screen.

The message is that phones are not designed to be dropped onto hard surfaces, and the only thing that will determine whether they live or die is sheer luck. Your phone just must have hit on the right spot that the force traveled through the screen and broke it. The manufacturers cannot cover phones broken from your own mistakes because it is your responsibility to take care of your own property.

But, you need to remember that even though you pay 270 for the phone that is not how much it actually costs. The carrier has to subsidize hundreds of dollars for you to get a phone at that price, and if they were to give you another one for free they would have to cough up the entire cost of the phone for a mistake you made yourself and dumb luck. The replacement cost for you is actually 1/3 the cost of the actual phone so you are much better off than you make it out to be.