Lenovo

Service & Repair - Moto G 4th Generation

Service & Repair - Moto G 4th Generation



Service

 

What can I do to fix my device?

Before you try to repair any device, backup all software, apps, and other data, including contacts, photos, music and games. This data will be erased during the repair process and cannot be reinstalled by Motorola. For more information on how to back up the device and remove personal data, visit Back up my Device.

 

Motorola cannot keep any personal data or media on devices sent in for repairs and we are not responsible for any lost software, apps or other data.

 

Next, check our FAQ's and Troubleshooter customized for your device. These tools provide troubleshooting steps and feature how to's, hints and tips on how to optimize the performance of your device.

 

To use our troubleshooter, choose your device from motorola.com/support and select Troubleshooter under Quick Links. Follow the prompts for your specific issue.



How do I send my device in for Service?

If the device is still not working after you have followed troubleshooting instructions, Request a Repair. Motorola Service options differ by product and availability. To view the options available for your device, visit My Return and Repair Center and select Request a Repair.

 

You must have the device's serial number available as you will need this to view service options specific to your device. For help finding the serial number on your device, visit Locating the Serial Number on my Device.

 

Once you complete the Repair Request form you will receive instructions on how to ship your device to our Repair Depot.



How long will it take to service my device?

Motorola Service options differ by product and availability, but our goal is to get a working device in your hands as quickly as possible.

 

Motorola offers an Advance Exchange program for most devices. This program provides a replacement device and a prepaid Fed Ex label to send the defective device back to us. An Advance Exchange takes 1-2 days for processing and two days for shipping. The total turn around time for this process is usually four days. Keep in mind that repairs processed during the weekend or holidays may experience a slightly longer processing time.

 

In cases where the Advance Exchange option is not available, because of the age of the device or the availability of a part, the service time may be longer. The good news is that these cases are handled by our Repair Specialists, and if there are any issues or concerns along the way, they will be in touch.

 

Motorola also offers a Standard Exchange option. This is where you send in your device first and then we ship the replacement. A Standard Exchange has a 2-3 day processing and 2 days for shipping. The total turn around time for this process is ususally five days. Keep in mind that repairs processed during the weekend or holidays may experience a slightly longer processing time.



What service options are available for my device?

For most devices, there are two options available when you submit a repair request:

 

Standard Exchange - You send the device to us first, and we send you a "like new" replacement.

 

Secured Advance Exchange - You provide us with credit card information and we apply a fee and place a hold on the credit card. Once the fee and hold are applied, we send you a "like new" replacement. Once you receive the "new" device, move your data from the old device to the "new" device. Return the old device to Motorola within 5 days of receiving the "new" device. Upon receipt of the defective device, we release the hold on the credit card.

 

In cases where the Advance Exchange option is not available, because of the age of the device or the availability of a part, the service time may be longer.



Will I lose all the data on my device?

Before sending the device in for service, back up the device and remove any personal data or media from the device. For more information on how to back up the device and remove personal data, visit Back up my Device.

 

Motorola cannot keep any personal data or media on devices sent in for repairs and we are not responsible for any lost software, apps or other data.



How do I ship my device for service?

Once you complete the Repair Request form you will receive instructions on how to ship your device to our Repair Depot.

 

IMPORTANT: Do not send SIM cards or other accessories with your device. They will not be returned as they are destroyed upon receipt for privacy concerns.



How do I check the status of my service request?

Visit My Return and Repair Center and select Track a Repair. Follow the prompts to receive the status information. You may be prompted to log into your account.

 

If you haven't received any feedback about your service repair request, contact customer service.


Warranty

How long is my device covered by Motorola's warranty?

Motorola's Limited Warranty covers your device for one year.



Warranty service for covered repairs is available at no charge for twelve months from the date you purchased your device ("purchase date").

 

If the Product is covered by the Limited Warranty, you may be required to download, or otherwise obtain and accept software updates. You are responsible for any third party data costs incurred for downloading the updates.



How can I tell if my device is in-warranty?

Visit My Return and Repair Center and follow the steps to Request a Repair.



After you enter your serial number, you will see the warranty term for your device.

 

For help finding the serial number on your device, visit Locate the Serial Number of my Device.



What type of damages are not covered by my warranty?

Damage and/or performance issues that result from contact with any liquid, water, rain or extreme humidity are not covered by the warranty. Motorola will not repair or replace liquid-damaged products - they will be returned unrepaired.



My device is not eligible for warranty service. What are my service options?

Motorola offers several convenient repair programs for Out-of-Warranty repair at a fee. As the fees vary by device, visit My Return and Repair Center and select Request a Repair.

 

After you enter your serial number and select the repair issue, the flat rate fees that apply to your device will be displayed.



Is my device covered by Moto Care - Motorola's accident protection plan?

Moto Care is available for purchase up to thirty (30) days from the date you purchased your device ("purchase date"). Contact us to determine if you added Moto Care at the time you purchased your device.

 

If you did not purchase Moto Care, visit Protect your Device to find out if your device is eligible for Moto Care accident protection plan.


Accessories

One of my device accessories isn't working. What options do I have?

Under Motorola's warranty policy, Motorola will fix or replace the accessory as long as your device is in warranty and shows no sign of physical abuse.

 

Visit Service my Accessory for full information on replacement options for the accessory

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