[X 2014 General] Gage_Hero:
Information from Motorola Canada re Telus Lollipop

Below is the email string, I have stripped out the email addresses only. Read from the bottom up..... doesn't tell much other than the update may be hung up in the approval stage ... may be......

Hi,

Unlocking the bootloader on a phone does void the warranty, allowing for developer-level changes. For more information here is our official site: https://motorola-global-portal.custhelp.com/app/standalone/bootloader/unlock-your-device-a

With regard to the SIM unlocking, the change it makes is the ability to use any service provider - not changes to the software.

Sorry that the process seems confusing, but while it may seem as simple as connection and data transfer testing, there are a number of approvals involved. With regard to any files TELUS may have for testing, they would remain confidential.

Hope this helps.

Cheers,

Kat

On Wed, Jan 7, 2015 at 3:26 PM,

Hi Kat,

I appreciate the response, I do have a couple of questions. Since I seem to be having an issue finding anyone at Telus that knows, do they have the upgrade file for testing? And the second question if I was to sim unlock the phone and or the boot loader, would I receive the update quicker? The reason I ask is I see a lot of chatter on the internet of Telus users upgrading their phones using the T-mobile image once they unlock the boot loader and then flash back to the Telus modem in essence making the XT1097 appear as an XT1095. Also while I am asking questions, there are varying accounts on the internet that unlocking the boot loader voids the users warranty, is this in fact true? The other confusing issue around this type of upgrade is other than testing for connectivity and data transfer as there is no carrier specific software to be included in the image, I am not certain why testing could take this long as the image was released by US carriers quite some time ago.

I think the Moto X is a fine product but it unfortunate that there seems to be a communication issue when it comes to upgrading the software. I think much of the customer dissatisfaction could be avoided by the carrier giving at a minimum which quarter the upgrade is expected to happen in.

Thanks for your time.

From: Kathryn Hanley

Sent: Wednesday, January 07, 2015 12:23 PM

To

Subject: Moto X Upgrade

Hi,

Greetings from Motorola Canada.

We are working on completing the Lollipop upgrade for Moto X in Canada. We value bringing the best Android experience to our customers and are working closely with TELUS on this. While I'm not able to share an exact date, the upgrade will be done as quickly as possible.

Thanks for your understanding and we appreciate your patience. Let me know if you have any other questions.

Cheers,

Kat

Date: Tue, Jan 6, 2015 at 7:32 AM

Subject: XT1097 misrepresented in Canada

To: "responsibility@motorola.com" <responsibility@motorola.com>

I purchased the Motorola Moto X second generation model XT1097 from Telus because it was advertised as having the quickest updates. This has not proven to be a true statement as Verizon, T-mobile and a number of other countries have received the Lollipop update as of November. It is now January and no one I have contacted at Telus can even give an estimated date when the update will be released. If I could I would return the Moto x and get the Nexus 6 since unlike the Moto x, the Nexus 6 does get the updates in a timely manner. I would also add that Telus has not provided an guidance in this matter and typically disregards any inquiries on the subject. If the intent is not to release the quickest updates in Canada, that statement should be made in your advertisement, “quickest updates except in Canada”. As you can tell I am not happy with this type of advertising or the performance of Motorola and Telus. If this fact was made known, I would have purchased the Nexus 6 instead of the Moto X based on the advertisement.

I look forward to your comments on this matter and will take further action should this not be addressed.

Best Regards