yashsingh1/xdaforums huggingface dataset:
[Moto 360] Sfkn2:
Wow, 1 day turnaround?

I'm in the same situation as you. Just submitted a request for RMA and received the instructions via email. I'm going to send mine in first, in order to avoid having a hold on my credit card. I read a few posts back that they were sending units with metal bands. Safe to assume that this did not apply to you?
[Moto 360] WestPhotog:
One Day

Yeah, overnight shipping to get me the new one. When they were asking me about my old unit, they asked what kind of band I had on the watch so they could send me an identical unit.
[Moto 360] steve_bk:
Received my replacement unit in 2 days. I was hoping they would have modded the back plate so it would not crack again but no luck. I fear the replacement will suffer the same fate. I did see a picture of a Gold 360 with a plastic insert from Motorola around the trouble spot on the back plate I was hoping mine would have that insert as well but not to be the case. I am going to dremel my back-plate flat on the new watch.
[Moto 360] o1d8oy:
I've sent mine two days ago. They didn't say anything about replacement so I hope they know now how to fix it and mod it to not to crack anymore.
[Moto 360] Rayan:
A few days ago and on an impulse purchase, I got a full white metal Moto 360 and immediately noticed that the parts that hold the wristband are way different than any other leather bands. There is some sort of "fixed spacer" that seems to be there to prevent stress on the cover. Very nice looking watch I must add.

Cheers ?
[Moto 360] JimSmith94:
Well now you have to post pictures! I've never heard of a white Moto 360 and we would all like to see this fixed spacer you're talking about!
[Moto 360] Rayan:
I've should have said stainless steel with LIGHT finish, not white lol.
[Moto 360] JimSmith94:
Okay, so is the fixed spacer the same as the ones they are shipping with their metal watchbands too? Pictures!!!
[Moto 360] Rayan:
Yes, apparently it's the same one and according to user reports, it does not last very long. It too breaks and falls off.

Shame on you Motorola!
[Moto 360] myrcgarage:
My spacer cracked and replacement (spacer) is coming tomorrow. It is just a piece of hard plastic and not metal. They should have used metal as the material for the spacer.
[Moto 360] xdatastic:
I assume the metal casing of the watch is the antenna, so the spacers are plastic to shield the antenna from the band. Just a guess though. The spacers could certainly have been made form something stronger.
[Moto 360] JimSmith94:
Thanks for the picture. If the leaks are correct, the new version will have regular extension legs for the pins so the spacers won't be needed and we can use aftermarket watchbands without worrying about cracking.
[Moto 360] AvRS:
I was on holiday last couple of weeks and for the first time noticed 3 cracks on the back of mine. No idea how long they've been there but I rarely take the time to look at the back and this was the first time I had it laid on the front when the light hit the cracks. Here's the pic:
[Moto 360] aarons6:
i got my watch in October and wear it every day.. so far no signs of cracking.

i wonder if there is just a certain run of plastic backs that were too rigid or weaker..
[Moto 360] o1d8oy:
I've got mine from RMA. And they've only replaced plastic back. It's the same watch. I will report back If it happens again with this "fixed" back.
[Moto 360] Sfkn2:
I received the RMA in two days as it was overnight'd by FedEx. However, the band that it came with was used and even moldy. I called Moto Support and they are sending out another set of bands - no story on whether refurbished or not.
[Moto 360] zzzippo:
Just a note for Canadian users. I had a crack on mine, contacted Motorola support through their live chat. Had to mail out the watch their local repair facility and they sent it back fixed. Just make sure you get their shipping account info for purolator and then all the costs are covered. They sent back the same watch, no refurb.
[Moto 360] o1d8oy:
Well that didn't take long. 3 weeks after they fixed mine and already I can see it is strating to crack. That's just ridiculous. Will send it again for repair I guess.
[Moto 360] xdatastic:
Do you use an aftermarket band?
[Moto 360] o1d8oy:
No. Stock grey.
[Moto 360] Gafanhotz:
A few months ago when I got my watch I posted here that I was too afraid of it cracking, but behold, since December with it and never managed to crack, I guess I'm just lucky... And I finally got my SteelConnect M180:

It really is helpful, relieves all the pressure on the back, avoiding the backcrack issue, of course, we shouldn't be running into workarounds to avoid this but oh well... (But hey, the watch looks fancy with this, looks like a new watch.)

AND I HATE THAT GRAY BAND, THAT THING GETS STAINED WITH SWEAT TOO EASILY!
[Moto 360] jacobliford:
I really like my steel connect 180 as well.
[Moto 360] borijess:
Where do you get the band?
[Moto 360] codearm2:
Got a tiny crack on the joint

So the watch will still be water resistant?
[Moto 360] jacobliford:
I got it from Amazon. Here's a link. http://www.amazon.com/22mm-Engineer-Stainless-Straight-Band-Push/dp/B0084C2HJI
[Moto 360] Ozark_8125:
Not sure if it was already reported but I'm sending my second 360 back in for the cracked back and they are upgrading me to the metal band (hoping that will be less likely to crack the back than the metal band)... but FYI - if you do an advanced repair, they are charging $25 (or thereabouts) to do so besides the $200 deposit.

If the metal band is just as likely to crack the back then I might just sell it and hold off for the 360 - 2 or 720 or whatever they're going to call it.
[Moto 360] jazz995756:
What watch face is that
[Moto 360] Ozark_8125:
Looks like Pujie Black
[Moto 360] aperry:
Mine developed cracks on the back that began so small it was hard to tell what they were (crack versus scratch), but they gradually grew to be about a third of the way across the back. I finally called and got the advanced RMA, which required a $25 fee plus $200 hold on credit card. I was disappointed in the fee, considering this is clearly a design flaw.

FYI, they seem to be running out of stock with some styles. Mine is a Cognac style, and they said they had none left. I had to get a different style that I will swap bands with.
[Moto 360] phillybizzle:
just got through with moto support...they told me to take pictures of the cracking...and they will evaluate the pictures and call me within 24-48 hours to let me know if they will cover it....is this the normal process for getting a warranty repair? Here is a picture of my crack
[Moto 360] aperry:
That was not the process for mine. I described the cracks and gave them the serial number, and they immediately offered two options: advanced service for $25 where they overnight a new watch to you immediately, or standard service for free which would require that you send in your own watch first. I chose the advanced repair for $25 after reading other people's problems with slow turnaround time on the standard service, and even one case where Motorola apparently refused to repair the cracks because they noticed water damage (which are probably because of the cracks!). I didn't wan to risk any of those headaches, so I decided to pay the $25 and get the replacement watch first. By the way, my first service request with Motorola was via online chat. It was a pretty poor experience because I had to wait minutes between each message. They were probably servicing several people at once. Personally I would recommend calling.

Your cracks look pretty typical and I think they are clearly the result of the same design problem. I would be surprised if they give you any trouble.
[Moto 360] thebestiam:
Is there a way to prevent the cracks?
[Moto 360] o1d8oy:
Steel connect can help from what I read but to prevent it I don't think so.

I've sent my watch for repair two times already and I'm sure I will have to do it 3rd time in a month or so.

If it happened to you once it will for sure happen again. And Motorola did not develop any fix for that. They just don't care.
[Moto 360] raundown:
Imo the glossiness of the watch doesn't match with the adaptor and the band
[Moto 360] wilsonliang777:
I did the advance services about 3 months ago but they did not ask for $25 fee. The $25 fee is a ripoff. I was given a metal band 360 as a replacement but with in 1 week the plastic spacer the hold the metal band in place to the watch start breaking. I gave up n sold the 360 n brought a Lg g watch r. No problem with my lg at all.
[Moto 360] homesik_alien:
I live in Hong Kong and I found out that you can get a genuine ( or possibly fake) replacement back for around 10 USD

http://item.taobao.com/item.htm?spm=a230r.1.14.109.VDR0ev&id=45872057846&ns=1&abbucket=19#detail

Has anyone bought one? I will try it because I have a small crack.
[Moto 360] Gafanhotz:
Pujie Black with some modifications I made.
[Moto 360] fwayfarer:
They wanted to charge me the full price for advanced shipment then "refund" it at their leisure (I was told this could take WEEKS that they would be in possession of MY money for their design flaw)

I complained to the FTC and opened a BBB case and was rushed a replacement at no cost - the next day. They did want pictures before offering to even assist me.
[Moto 360] th3xeroeagle:
dang... I got a metal band 360 as a gift last week and I'm scared now (I don't have the receipt)...does the back cracking happen to everyone or what?
[Moto 360] fwayfarer:
The back will crack, it is only a matter of time. Does not matter what band, leather or metal. Does not matter how you wear it. They will all crack given enough time.

In short, worry less about this unless you're just angry at Motorola for releasing a defective product and NOT performing a recall (hint: you should be)

Mine is all types of cracked and I dunked it in the ocean multiple times at the beach without water getting in.
[Moto 360] th3xeroeagle:
Thanks for the info!

Meanwhile when mine cracks will I need a proof of purchase when I contact moto? Because I didn't buy it myself. My friend bought it on the 13th of July.
[Moto 360] fwayfarer:
They did not request proof of purchase for my exchange. Obviously every single person has been given different requirements and has had a different experience with Motorola support - this tread alone has enough stories to that fact.

Basically they didn't ask me but who knows what they will ask you. Exchanging and refurbing all these returns has to be hitting them financially - even if they have a way to "write off" that expense.

They simply do not want to continue offering exchanges and in my opinion are trying as hard as possible to deny as many as possible at this point.
[Moto 360] aperry:
They never asked for proof of purchase for mine, but I'm not even sure proof of purchase matters as long as it's within the manufacturer warranty window. And since the warranty is one year, I believe they're all still within the window right?

I was pissed about the extra fee for the exchange, so I decided to not send back the charger (leaving me with two). They didn't seem to care, and now I have a charger at home and at work. Seems like a fair trade IMO.
[Moto 360] TwistyValhalla:
Anybody in Canada had to go through this exchange process? Is it any different than in US?
[Moto 360] v3ngence:
That's so common I didn't even think twice when they asked me...

they probably did it for free because they thought you were going to sue them next!
[Moto 360] fwayfarer:
So why exactly should I, or anyone, pay even temporarily for a manfucturers defective product to be replaced?

Its only legal because it hasn't been challenged.
[Moto 360] Ozark_8125:
That's good to hear. They upgraded me to the metal band, so I won't get my hopes up... and they sent the watch with the leather band so had to send the metal band separately. I'm glad I paid the jeweler $10 to put the band and links in... 30 minutes later he was still messing with it and I had to get back to work... I would have busted the thing up getting it on properly. I do have to say the metal band is very nice quality and it looks great.
[Moto 360] Mr. Toad:
I just noticed the back of my 360 is cracked. I am going with the "free" replacement option. Anyone know if they will send a different color watch? I have the black metal and I want the Silver one now.
[Moto 360] khalaan:
They swap one for one with what you have buy send a refurbished full kit. Charger and all
[Moto 360] DDHBanger:
Repair

My 360 has a crack. UK Moto cusrtomer service have said they will repair it. I wasn't aware of the replacement option. I did wonder how they would repair and prevent this happening again.
[Moto 360] joshua764:
I bought my Moto 360 gray belt 10 June 2015, review and today already has a small crack . I am concerned to repair it. mexico fight with motorola
[Moto 360] Nubloatware:
crack prevention mod

Got a moto360 (for "$1") as a part of a promo with purchasing new smartphone @ AT&T. I was going waiting for the Huawei watch, but since it was only $1, I got the 360 to play around with it. After 1 week of wearing the watch (routine activities), there aren't any cracks on the plastic back (yet) but there are innumerous small scratches. Even with my relatively thick wrist diameter, there are also prominent indentations into the stock leather wristband==> so this looks like a recipe eventual cracking of the back.

Then I googled and found "Cracking Case Prevention Mod" video on youtube. I knew this mod was going to void the warranty, but I did it anyways. Using a nail clipper to chip away most of the protruding plastic rim (so called "design flaw") and a xacto knife to smooth the edges, it turned out pretty well. This should prevent any stress on the back for cracks to develop.
[Moto 360] uly609:
I think the cracking might have to do with pressure put on the wrist band. Cause my watch had a crack on it, then I swapped bands, put my had on the couch to get up and it snapped. I was still able to put the band back in but with the slightest pressure it would snap off again.

I have the 2 year replacement plan from Best Buy so I put the band back in and went to return it and said I had a dead pixel, which it did. Got a brand new watch and a gift card with $120 back because of the recent price drop.
[Moto 360] joshua764:
in mexico motorola they say they know nothing of the cracks in the moto 360. I have a feeling that this ended in consumer protection . Habara saved someone chatting with people accept support where this error?
[Moto 360] raduque:
I think my 360 got one crack shortly after I got it. I bought it October 1st. It came with the leather band, but I put the Pebble Steel on it 11 days later. Got the official Moto metal band for Christmas. My cracks are tiny, they barely go up into the curved part of the back. One crack just BARELY touches the word "Stainless". No ill effects with it, and I'm not worried about it. Otherwise, it's extremely tough. I regularly smack into walls, doors, corners, you name it, I've banged my watch against it. I even wash dishes in a powersink while wearing it.

The plastic carrier for the Moto metal band, on the other hand... well, it's disintegrating slowly. Pieces keep falling off it. On both sides. Disappointed in that.

Really looking forward to the new 360. Very happy with my current one.
[Moto 360] Flibster:
I'm currently preparing for a fight with Motorola over my Moto360.

The back has cracked from one corner and the crack was slowly spreading. Got to about 5-7mm long and I contacted Motorola to arrange a warranty repair.

Repair agreed and was told it'd take about 7 days. I took the watch off, factory reset it, put it in the original box, put that inside a bubblewrap cocoon and postal bag, then sent it off.

About 14 days later, receive a repair quotation from SBE. Ummm, what? They want to charge me £14.40 to return the watch unrepaired.

So I phone Motorola again. SBE have come to the conclusion that there was an unauthorised attempt at a repair and that the lens was broken (Lens?) and that due to this both issues are out of warranty.

Not happy or impressed. I went with Eric Berdinis (Moto360 Product Manager) comment on the Reddit AMA about cracking backs being repaired under warranty so I sent it back. Now it turns out that my £200 and 7 month old smartwatch is effectively scrap by following THEIR OWN RECOMMENDATIONS!

I've asked for it to be escalated and have been told I will be contacted in a couple of days. They've also said they will email me the address for formal complaints, that hasn't turned up yet.

Any suggestions?

Thanks
[Moto 360] KidJoe:
I've been putting off getting mine fixed/replaced. the cracks are small, so I hadn't worried about it.

Are they replacing the watches with new ones? or refurbished? With the posts about lack of availability, will that impact my getting a replacement?

I'm thinking about getting it "fixed" now, just in case I don't feel the need to upgrade to the upcoming 360 v2...
[Moto 360] Ozark_8125:
LOL.. I'm on my 4th replacement. Last time they upgraded my leather to the metal band, and it still cracked. At least the last time I called they didn't try to stick me with that $25 'convenience' fee for advanced replacement. They don't even ask for pictures anymore. I'd love to see actual stats for how many failures they've had with the cracked backs. The last one actually got internal damage from water because the crack allowed some water to seep inside. I'm hoping they'll offer a upgrade path next time around.. :p
[Moto 360] regular_:
I just sent my 2nd replacement off to Motorola for the cracked back issue, same reason as first replacement. No pictures asked.

View attachment 3470468

Update: my M360 came back from warranty and they actually replaced the back of the watch! Apparently the part they replaced is called the "Omnilens", as stated in the report they sent in.
[Moto 360] aadityasingh:
Guys there's a fix called SteelConnect go in ther site and buy anyone it will prevent the cracking
[Moto 360] Nilsonf:
I'm on my 4th replacement also. Asked if I could get a 2nf gen moto360 and pay the difference and they said they were unable to do that. Kinda getting tired of having to call and replace it
[Moto 360] jrussell789:
Best Explanation For Moto 360 Back Cracking.

This is the best and most plausible explanation of Moto360 back cracks. This explains all the various conditions users are reporting cracks......and why Moto's "ascetics" (Marketing) decision over '"quality" (engineering) decision may have led to this unfortunate design flaw. In any case, it is obviously a design weakness Moto should be responsible for while a new watch is still under warranty.

It is clear the plastic black plate's rounded edge, where band meets watch, leaves a more attractive and finished look to the back while at the same time pushing out against the leather strap so from the front it is also more attractive having the band slope away from the watch, rather than an abrupt drop on a small wrist .

So this is why those with flexible leather bands report less cracking than those with inflexible metal ones., and why Moto had to insert flexible plastic inserts on their Stock Metal Bands.

Bottom line, Moto should be responsible for cracks under warranty, even if one choose to use another metal one. They knew, or should have known, leaving a rounded edge where the band is connected to the watch could cause a brittle "plastic" back to fail....especially on a user with smaller wrists where the pressure on the plastic would be intense even with the Stock Leather Band!
[Moto 360] nascar48:
I am on my second and it is broke.. Of course once out of warranty they tell you to pay $100 to fix it. Samsung ruined their reputation with the note 7 in weeks, but Motorola has so far got away with a defective product for 2 years!
[Moto 360] AlbertEinstein50:
Crack on back of Moto 360 1st Gen Solved

I also noticed cracks on the back of my Moto 360 and I still had 5 months to go on the warranty so I contacted Motorola and I sent mine in and they gave me a replacement.
[Moto 360] kuba130000:
9th March I've sent my Moto 360 to CTDI Poland (authorized service) and they replaced back cover, on my raport it's: BACK COVER [ASSEMBLY, HOUSING, REAR, OMNI COVER] and what is interesting on the raport I have catalog number of this part. It's 01017936002.. I have found this: https://www.zauba.com/import-01017936002-hs-code.html
[Moto 360] VS88:
Nice. Is it possible to get somewhere and replace ourselves?
[Moto 360] kuba130000:
I don't' know. Never saw that in any store.
[Moto 360] Ichibahn SLC:
Backplate is plastic. Its a problem. Weird that it says stainless steel on it. Referring to the rest of the watch I'm sure.
[Moto 360] tauzins:
LOL i like how all of you people "claiming" that because i changed the band that i cracked it, WRONG clearly there is ppl with stock bands that have cracking issues, mine had zero cracks before the the swap and after wearing it with the band for about a week it was fine up until today. its a flaw with the design, pretty much when any pressure is applied on the back piece the bands tighten and put pressure on the edges, causing the plastic/glass on the bottum to crack.

[MENTION=3004481]Ichibahn SLC[/MENTION]... they shouldnt charge you... thats BS i would call them again and clarify the issue.
[Moto 360] hotochan123:
Could it be from the generated heat when qi-charging the device? Well you know like: different materials expanding at a different rate (i.e. the metal body expanding and forcing the glued on plastic cover to expand at the same rate even if it "doesn't want" to?)? Just an assumption, no guarantee for correct statement.
[Moto 360] tauzins:
you know i was also thinking this, i knew for a fact it wasnt the band b/c of how i installed the bands on 2 different ones... ones fine and the other cracked a week later. so it wasnt the band that caused it. now i think its do to flex/heat
[Moto 360] stbxxl:
Wireless charging would not work with a metal back.
[Moto 360] Andromjb:
I may be wrong, however, it clearly looks like the the band you are using is hitting (wedging) the lip just under the wrist band connection of the back plate, in return causing stress and making it crack. Really doubt they'll replace this for free as you are using a third party wrist band.

Hoping it's not a design flaw.
[Moto 360] PsychDrummer:
I think I mentioned this on your reddit post (if that's you) but the difference is most likely how tight it was sitting on the wrist. If it's really tight, the metal especially will crack with any wrist movement.

Edit: Now that I thought more about it, I think it also has to do with where you wear it. If you wear it at the very bottom of your wrist and move your wrist suddenly it could crack. Again, more with the metal than leather. But, if you wear it tight also towards the bottom of your wrist you could crack it even if it's leather. I was sort of testing it out. Of course not trying to crack mine. I'm wearing it about an inch and a half above my wrist and any wrist action doesn't affect the watch.
[Moto 360] tauzins:
its a deff design flaw, because any band can cause the crack, its liek how the post above stated, its how you wear the watch, the thing with this being that the rounded edges where it meets the band shouldve been designed flat, so when it does hit against the band it wouldnt cause stress, its very obvious they shouldve just made it straight, i know other watches ive owned where that section would not be rounded off, however moto seems to have good CS about it and i made them aware that this is happening to more than just me, i got a couple of people on reddit that said they have the same issues with stock band.
[Moto 360] PsychDrummer:
You're right, if it wasn't rounded off it would have most likely solved the problem.
[Moto 360] miguelrodas:
I finally heard back from moto yesterday after posting a follow up tweet. They said this is issue is being "escalated" and that they needed my info as well as serial of the watch and place of purchase, hopefully to ship me a replacement. One thing to keep in mind is that the first thing they asked was if I tried to replace the band myself, so make sure to put back the leather band if you happened to replace it and are experiencing this issue too.