Motorola has acknowledged that some users are not being able to activate their 16GB Moto G phones as a batch of these devices has been shipped with IMEI numbers that are not yet registered with mobile carriers.
IMEI numbers are 15-digit unique codes that help mobile networks whitelist and identify valid phones.
In a statement on its Facebook page, Motorola has said that "it is working around the clock to resolve this," and impacted users have been sent an email with more information.
Nikhil Pai, one of the affected buyers, told The Times Of India that Flipkart had indeed sent an email on behalf of Motorola, informing that it is offering a wallet credit of Rs 1,200 which can be used for any purchase on the e-commerce website, to pacify unhappy consumers. Affected users also have the option to exchange their faulty phone for an operational unit or return it for a full refund. Though the request will be processed after a week, as per Flipkart.
In the email communication, Flipkart and Motorola have specified that Moto G phones with IMEI numbers starting with '3533' might be 'incapable of connecting to the network right now because of a programming error on its part' and that it could take a few more days for the company to resolve the issue.
"It may take several days before your phone will connect to the network. You can find your IMEI number listed on the box or behind the back cover. At this stage, our understanding is that this only affects the 16GB version of Moto G. We are working around the clock with our network partners to ensure your device is listed properly in their system. Because of the complex process to activate, your device could begin working as early as Tuesday or it may take a few days after that for your specific device to begin working properly," said Flipkart in the communication.
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