I have a Moto G (2014) second generation model 1064. I had been waiting for the Android Marshmallow release because the 8 gigs of space isn't enough for the OS and apps. I had bought it because it had an SD card slot, thinking that would keep the lack of space in main storage. I had heard that Marshmallow allowed you to move more things onto the SD card and out of internal storage.
I finally got notification from Motorola via my phone that I could do an OTA update to Marshmallow. I went for it. When it finished the update the phone was sitting at a dead android with the error message "No Command". I did some research online and several people said that if I did a factory data reset and clear the cache it would bring it back. Some said they had to do it repeatedly before it came back. I did that and it did not fix it.
I initiated a chat session with customer support. They did next to no trouble shooting before telling me I was out of warranty. The only solution they had for me was to buy a "Like New" phone of the same model for $75. Had they offered the next model year of phone to make up for crashing my phone I might have taken it, but to give me a used phone of the same model when they broke it was insulting. They wouldn't even admit that it was refurbished. They just kept saying "Like New".
I asked for a supervisor and she just echoes the stuff the first person was saying.
They both copied and pasted into chat large amounts of text rather than answering my questions or giving a solution.
When your company's update breaks a functioning phone, the warranty should not matter. Is it ok for them to break my phone if it is out of warranty?
I fought with the phone for a couple of weeks, looking online for how to get it back to how it was when I bought it to try to start over. I couldn't find anywhere where Motorola had put the factory images for download.
At one point I found a backup of Marshmallow from my model of phone. I restored the backup to my phone and things seemed to work well, except I could not send or receive texts. I also noticed that some of the screens were in Portuguese. It turned out that the backup was of a Brazilian version of Marshmallow.
I ended up having to root my wife's phone, which is the same model, and do a backup of it and restore it to my phone. This took several days and I was risking breaking my wife's phone as well.
Both phones appear to be working now, but the boot loaders are stuck in an unlocked state. I have no idea what issues that causes.
I am a computer programmer, but don't program Android. After a lot of research and work I was able to figure out how to get it working, but what about the average user that doesn't understand installing an operating system or creating a backup and restoring it. How would they recover from this?
It is not right for a company to abandon a customer after the customer followed their direction to update the phone and the update kills the phone's ability to boot.
Will I Buy Another Motorola Device?
I had purchased the Moto G 1st generation. One for me and one for my wife. We then purchased the 2nd generation and gave our phones to our daughters. While I wasn't happy that they abandoned providing OS updates to the first gen phones and were slow to roll out updates to the 2nd gen phones, I was considering getting a couple more Moto Gs this year to get some updated hardware.
Previously I only passively looked at other phones and nothing grabbed my attention that it was as good as the Moto G in that price range. I now am seriously researching other phones and considering paying a little bit more, just to get away from Motorola.
Will I buy another Motorola device? Hard to say right now, but I am highly motivated to look elsewhere. Before Motorola broke my phone and tried to extort money out of me, I was pretty locked in to staying with Motorola. Now I am very motivated to find another brand. If I find another brand that I am comfortable with I will take it. I also, because of my knowledge of technology, am the person my family comes to for recommendations of hardware to buy. The brand I find will also be the brand my family likely buys.