Motorola Solutions — dust in rear camera lens for moto g5s plus (2 handsets)

Hi, Mehul.

We would like to get more information about your case, feel free to send us an email to [protected]@motorola.com referring to this post

Thanks,
-Motorola Support

Hi,

I have already sent an email to the Motorola Support team and they are asking me to visit the service centre to get the dust cleared, but I do not want to open my phone which is just 1 month old. And it is not just 1 phone but 2 same phones having the same issue. This cannot be a coincidence that both the Moto G5S Plus phones ordered separately have the same issue of dust in the rear camera lens.
This is a manufacturing fault and I need a replacement for both the phones. I am not asking for refund but I do not want to use a repaired phone when there is no fault of mine,

Please find the mail below sent to Motorola support for your reference.
======================Date: 28th Oct 2017 ==========================
Sent to : [protected]@motorola.com

Hi,

I have purchased a Moto G5S Plus from Amazon.in a month back, and the rear camera back lens (the one used for depth effect) is full of dust, so I went to the service centre to get it cleaned. Here is the story of what happened at the service centre
1st time when I went to the service centre, the executive told me that this will be done in 1-2 hours but the die cut (glue) is not available and come after 8-10 days.

2nd time when I went today (after 15 days), the executive is telling me that still the die cut is not available and come after Tuesday or Wednesday. Also he says, that I will stick it will the normal glue which I have and in case if the phone opens up and the screen breaks, you will be responsible for the same. Is this the kind of service you give to your customers.

This is really frustrating when you have to visit the service centre for no fault of yours. I mean does Motorola value others time, or it is just that they do not care for the customers.
I should have been provided a replacement for the phone as the dust was present in lens when I received the phone, but they will trouble you by asking you to come to the service centre over and over again and finally you will give up.
Now I think it would have been better if I had bought a Mi A1 instead of Moto G5S Plus, and also would have saved money as the same phone is cheaper by 1000 rupees. Motorola Amazon India #Patheticservice
=======================================================

Kindly let me know the process for replacement as it is a matter of 2 handsets (1 - Grey and 1 - Gold) both having the same issue.

Thanks
Mehul

I am facing the same issue, a bunch of dust inside my phone's left camera lens and i dont want my phone to open up to get it clear.

Hi,
I also bought g5s plus and my phone also having same dust issue in camera.i don't want to open my phone.i want replacement of my phone. Seriously this is not expected from Moto.really frustrated

Moto team, do you have any solution to this issue. It is not just me now but so many people with the same problem. Pathetic and worst customer service.
This is just spoiling your brand image and I will keep fighting till I get a replacement or a refund.

I am facing the same issue brother and I emailed all the details regarding the dust issue to [protected]@motorola.com. And they told me to visit the service center and so I went to lenovo authorized service center and told them about the dust issue I am facing on my phone. The engineer looked through the phone and told me it has to be opened up and it will charge me Rupees 550. I asked them why will they charge me if my phone is in warranty and they said that camera dust does not fall under warranty. So now I have to pay Rupees 550 for the Moto's manufacturing defect.

Hello,
Im also facing the same problem . The phone was delivered to me on 4th october2017 and now Im facing the dust issue in the rear camera. I noticed this 10 days before and after doing google I came to know this problem is faced by many. Even I dont want my phone to get open so kindly provide the solution or refund my money.

Brother Sue the company because many moto g5s plus users facing same issue and i am one of you guys and mee to don't want my phone to be open. Better to go to consumer forum for such products by company or suing the company. I hope Motorola will take note on it.

Hi,

I bought mobile 12 days back from Amazon and today noticed small dust particles are accumulating on the rear camera lens. Called Amazon because they only sold it to me and Amazon said they can't do anything in this case. Now visited the service center same reply I got 'Mobile needs to be opened'. Why should I use a repaired mobile when its manufacturing fault.

I need replacement of my mobile. Lenovo/Motorola - pathetic customer service

I m also having same issue of dust in camera more dust in rgb cam then monochrome. I had complained abt camera pictures but later I ignored coz they told me to take it to service center which I don't like to visit. This Moto g5s plus I got it as a replacement for my faulty Lenovo p2. But unfortunately due to this Moto g5s plus camera dust pictures r not clear. But I don't want to take it service center. The back lens cover of motog5s plus needs to be heated with hit air gun, it cones off. And u can clean it with n the cam n fix it with glue again. No need to open the mobile. I got this Moto g5s plus after 1.5months tht too after complaining to the director of support services Lenovo directly. That's when different departments started to followup with mi...since p2 was not avail I got this as replacement. Happy with cell performance but disappointed with the dust in camera section.

Hi,
Well guys I am also facing the same problem and when I had a word with customer care center they are not ready to accept that its a manufacturing defect and service center people are asking to keep phone with them for 7 working days which is not possible for me... Moto people you guys sucks after taking a money from customer you guys are not providing any kind of service seems I ave made a hue mistake by choosing your phone... really very disappointed

I am also facing the same issue. There is dust inside my lens cover. The photos taken are of poor quality. This is a clear case of manufacturing or design defect. What we need to know is a solution? Will Motorola call back these phones? or Get us refunds?

Hi
I'm facing same problem. There is dust inside lens cover and I don't want open my phone or take to service center. I got this phone 10 days before and now I'm facing problem.

I have brought this Moto g5s plus only 1month ago and the phone is getting packed with dust particles inside the left camera lens. What should I do now ? It's a new phone and showing such problem is unfair for the customer

I have same problem then service center replace me whole back cover after second day again dust particals showing on camara. Purely manufacturing defect not solved iven replacing back cover also.