(BOOTLOADER UNLOCK SOCIAL MEDIA CAMPAIGN) Operation: Mosh

Dear Ivan,

Thanks for reaching out to Motorola. I’ve reviewed your e-mail and I’m ready to help.

It has come to our attention via your comments that you have been experiencing a problem with one of our agents’ misinforming you. We thank you for providing your feedback to us by taking the time to write this mail. Additionally, we apologize for any inconvenience this has caused you. This type of service is not typical and we thank you for bringing it to our attention. It is through feedback like yours that we are able to identify and correct issues.

I would like to look into the matter further to understand where the level of support provided needs to be improved, in order to prevent this from occurring again.

We do have multiple support teams focused on different products and aspects of our operations and we would like to specifically review the area you are referring to in your comments. I just forwarded your email to the Escalation Team.

We hope that you find this information useful and look forward to assisting you in the future.

For information about Motorola products and services, please visit us at http://www.motorola.com/

Thank you for contacting Motorola e-mail support.

Best Regards,

Romella

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Thank you for your response. My issue is not with support. I understand that support can only do so much, especially when it pertains to matters that possibly involve management.

As I've stated in my email, I would like a definitive answer on where Motorola stands in regards to its supporting the Droid X2 phone. This includes unlocking the bootloader and just as important, an Ice Cream Sandwich upgrade for the X2.

My issue is, I'm informed that my information will be forwarded to the appropriate parties who handle issues like mine. The problem is, I never hear back from them at all.

So, I'm requesting that I be given the contact information to the appropriate parties who handle issues with unlocking the bootloader and also getting an Ice Cream Sandwich upgrade for the X2 as well as where does the support stand for the X2. Has Motorola stopped upgrading it? Will Ice Cream Sandwich never see the light of day on the X2? If not, why?

Again, my issue is not with support. It's with Motorola in general not answering my questions nor giving me the appropriate contact information so I can further pursue my issue in regards to support of the Droid X2.

I would also like it be to known that I have posted my original e-mail message on a high-traffic Android developer forum which is read by thousands daily. Therefore, my plight with Motorola, unlocking the bootloader as well as wanting an ICS upgrade for the X2 is known by thousands of people, and they are in the same boat as I am in regards to the Droid X2.

Thank you.

Sincerely,

Ivan Samuelson

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To whom it may concern;

Months ago, Motorola stated that they would begin unlocking bootloaders in the last quarter of 2011. It is now 2012 and we the consumers have heard nothing and at this point, haven't seen any action on the part of Motorola. The statement that carriers, like Verizon, won't allow the bootloaders to be unlocked is no longer a valid statement. Apparently, HTC has been able to work it out with Verizon to allow the unlocking of their bootloaders within the continental United States. So, if HTC can do it, why can't Motorola? Please work with HTC to see how they were able to convince Verizon to allow the unlocking of their bootloaders. It's only fair that you attempt to do the same thing. Otherwise, it's a slap in the face of your customers.

As a customer of your products, I am pleading that you please unlock the bootloader of the Motorola X2 and other Android phones. If not, then I regret to say the X2 will be my last Motorola device as I will upgrade to an HTC phone instead. I am not alone in this. There are a majority of X2 owners out there, and other Motorola Android owners, that are tired of the locking down of their phones. We chose Android because of how it is an open system as opposed to an iPhone. If we wanted closed systems, we would have chosen the iPhone instead. I also know of a petition that has well over 4,000 signatures on it asking to have the Motorola bootloaders unlocked. You can read the petition here -> http://www.change.org/petitions/motorola-mobility-inc-unlock-all-smartphone-bootloaders-2

4,000+ customers who are asking that the bootloaders be unlocked speaks volumes. Please let me restate that number: 4,000 customers. In fact, the majority of these people are ready and willing to no longer purchase Motorola phones. The inaction on Motorola's part gives the appearance that Motorola was just trying to appease many people when it announced the unlocking of bootloaders, probably long enough so that people would hold off going to a different phone and buy the Droid RAZR, only to find that it was also locked. We feel the customers were “fed a line” to keep us quiet. This gives the appearnace that Motorola is looking down on its customers and it leaves a very bad aftertaste for many of us.

I don't know if part of this is Motorola trying to protect its customers. If so, it’s a shame that Motorola feels this way when in reality, it’s treating many of us as children. With all due respect, we are mature enough in being able to handle unlocking our phones. If it voids the warranty, it voids the warranty. You already spell that out up front. We understood that as soon as we activated the phone.

What also has us very upset is it appears that the X2 has been abandoned. No new updates and as far as we can tell, probably no Ice Cream Sandwich. This is a shame as the X2 could have been a very good phone, but for whatever reason, Motorola has decided to abandon it when it's not even a year old. The X2 was released in May, 2011 and already, you have pretty much left those of us who purchased this phone in the dust. This is very poor customer service and pretty much guarantees that I will not purchase another Motorola device, ever.

With the apparent abandonment of the X2, that gives a very compelling reason why we want the bootloader unlocked. If Motorola isn’t going to support the X2 any more, then what is the harm in unlocking the bootloader? If it were to be unlocked, the developer community could keep it relevant for years to come. This is readily apparent with the abundance of custom ROMs that exist for many other phones. But then, maybe that’s what Motorola doesn’t want so people will come and get the latest and greatest phone that comes out.

Also, as customers, we demand a response to this. Why have you not given any update to the status of bootloaders being unlocked on future devices when you announced you would do this by the last quarter of 2011? Why have you kept quiet? Why haven't we, the customers, heard anything from you? We deserve that much considering we have purchased your products.

If your fear of allowing this is because people will "brick" their phones, you must understand that those who do unlock their bootloaders are like me: very adept in technology. Also, there is a huge user base out there that has helped many people unbrick their phones. I have yet to see or read where a person has bricked their phone to the point that they had to get a new one. People who have gotten a new phone have done so not because they bricked it, but because the phone itself was faulty from the factory.

Let it be known that no response from Motorola means that you have abandoned the customers and care only about the bottom line: how much money can you make regardless of taking care of your customers. It's a shame that this appears to be the way Motorola is treating us. Unless we hear otherwise, it's the only way we can accept the inaction of Motorola after it's announcement of unlocking bootloaders and not following through on that announcement.

I await your response to my email. If I do not receive a response within the week, I will take that as my cue to no longer purchase Motorola devices since apparently customers are not a priority and I want to go to a company that delivers on it's promises and doesn't abandon it's customers. HTC is definitely a company I'm looking to go to for my next phone unless Motorola decides to come through on its promise to unlock the bootloaders within the United States.

Thank you for your time.

Sincerely,

Ivan Samuelson

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moosc said:

You all have lost it. Motorola has kept there word. With its newest razr you can unlock the bootloader. And that's euro version. As moto mention vzw requested there razr lock. So take it up with vzw. And don't get hopes up your old outdated Motorola's will see any unlock solution.

Sent from my Galaxy Nexus using Xparent Cyan Tapatalk

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