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Are scratches on Moto Z Force covered under warranty?

Miembro

My new (purchased April 21, 2017) z force has gotten many minor pocket scratches.  Is this covered under the warranty?

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Re: Moto z force scratches

Expert

Scratches are physical damage and therefore not covered by the warranty.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

View solution in original post

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Re: Moto z force scratches

Expert

Scratches are physical damage and therefore not covered by the warranty.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

View solution in original post

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Re: Moto z force scratches

Asistencia al cliente

Small scratches such as this do not void the warranty, but it's also not a reason to replace the device. We recommend utilizing screen protectors to keep this from occurring.

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Re: Moto z force scratches

Miembro

I thought that the "indestructible" glass would not be so prone to

scratches, due to all the hype about lifetime warranty and all that. I

have not mistreated the phone, just had it in my pocket with some change

and possibly keys. It is really scratched more than my old Moto. Very

disappointed. I feel it should be replaced, I just got it in April.

On Tue, Jun 27, 2017 at 11:10 PM, vzw_customer_support <

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Re: Moto z force scratches

Asistencia al cliente

Hola Kmcfry1,

We want your device screen to be crystal clear and free from scratches. Let's dig a littler deeper to get this fixed.  Just to confirm, have you removed the original protective film from the device screen?

Gracias,

PamelaF_VZW

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Re: Moto z force scratches

Miembro

Thank you, Pamela. If you are referring to the thin film that came on the

phone, then yes I did. And I honestly did think, from the advertisements

about the screen, that I did not have to be so careful. Should I send

pictures (if I can get some) of the screen? Its small scratches but

definitely noticeable.

I soo appreciate you working with me. I have always been a Moto user and

love the Z Force, but very disappointed in the screen scratching so easy.

If you allow me to return it I will gladly purchase and install a good

screen protector so that I don't have this issue again.

Kevin

On Wed, Jun 28, 2017 at 8:21 AM, vzw_customer_support <

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Re: Moto z force scratches

Sr. Member

I am sorry, but I would never even think to have a phone in my pocket with keys and not expect to get scratches.

This is exactly why my phone goes in one pocket (and nothing else) and keys in the other pocket, but never together as it is definitely going to cause damage regardless of the screen being "resistant to cracking" or "shatterproof" as these labels have nothing to do with scratching anyhow.....

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Re: Moto z force scratches

Novice

ms108727 - Motorola Support

The shattersheild protective lens is replaceable.  Motorola will replace it for $60.

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