Motorola on Sunday posted a status update on its Facebook page stating it had discovered an activation problem with some Moto G devices sold in India, elaborating that these units featured IMEI numbers that had not yet been registered with carriers. Users with these handsets would face obvious network connectivity issues, in fact - not be able to connect to networks at all.
The company added it owes affected customers a 'big apology', and that it is working around the clock with Flipkart, its exclusive retail partner in India, to resolve the issue. Motorola said impacted customers have already been sent an email informing them what to do to get their phones working.
Dear #MotoG customers, we've uncovered an activation problem with some #MotoG devices sold in India as they have been shipped with IMEI numbers that are not yet registered with carriers. If you have recently purchased a Moto G and have network connectivity problems this may apply to you. This is due to a programming error from our end and we owe you a big apology!
We are working around the clock to resolve this. If you are impacted, we've sent you an email via Flipkart to explain everything and what we're doing to make it right.
In an email to BGR, Motorola also added it was offering customers store credit (a reported Rs. 1,200) on Flipkart, allowing them to buy something else of their choice. It also said that if customers do not want to wait for their phone to be activated by Motorola, they can either exchange it for an operational unit, or return it to Flipkart for a full refund.
We apologise for the inconvenience caused to customers and we are taking measures to ensure this does not happen again... We are offering affected customers a goodwill gesture of credit on their Flipkart account with which they can buy something of their choice. If customers don't want to wait a couple of days for the phone to be activated, they can exchange it for an operational unit or return it to Flipkart for a full refund, no questions asked.