ComplaintsforMotorola Mobility

Cell Phone Supplies

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My phone as steadily had issues due to manufacture defect that after 4 phone calls and being dodged by Motorola. They said a manager would call me and never did. My problems have hit a peak causing my phone inaccessible due to a manufacture defect despite being reassured by Motorola that my problem is cosmetic only, and would never effect my phone. I originally called them and asked why their screen protector (that if taken off breaks their warranty) allows grease to seep through the sides. After being dodged by Motorola for 6 months it has finally damaged my phone beyond repair. repairs that they demand i pay for The representative i talked to today, 7/22/2024 told me that i was wasting his time despite him getting paid by the hour to talk to me, and me wasting my time being told that it's my own fault the phone was poorly built. It will be an effort of mine to explain to everyone in my industry why this company needs to be avoided and use my phone as an example why. By far the worst tech company in the modern era
Business response
07/25/2024
We have spoken with the customer to offer a repair or replacement. However, the customer no longer has the device. We consider this matter resolved.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Faulty screen on 2month old Motorola razor,only solution from customer support is to send in phone for repair or replacement , no local repair options ,no loaner phone,How many people have spare phones to use while awaiting for Motorolas fix? Terrible customer service and policy
Business response
07/25/2024
The customer was offered the warranty option available for his device. The premium replacement option may not be available depending on stock quantity. The customer should continue with the repair that was set up.
Initial Complaint
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This case is about Motorola Software which, named as MOBILE DRIVERS, is downloadable from Motorola website, caused catastrophic damage on my Motorola mobile phone. (They now removed it) My phone was desperately in need for update. On June 5, 2024, "Mobile Drivers" was download. It was expected to update on my mobile driver by wiping out obsolete data and replacing with update. MISREPRESENTATION: software failed to inform users what exactly it would do. [INFORMED - will wipe out existing data] [FAILED TO INFORM - didn't disclose what it would actually do: to wipe out existing OS of multiple functions, and then to replace with OS of a single function by boot up with a light] [RESULT- DISASTROUS - ALL FUNCTIONS DEAD - ALL DATA VANISHED - JUST BATTERY SURVIVED] DEFECTIVE SOFTWARE: Combined effect from lack of software accuracy, reliability, and quality was evidenced by DEATH OF ALL FUNCTIONS - ENTIRE LOSS OF DATA. What's worse, NO CONTINGENCY PLAN ON LOW QUALITYSOFTWARE: Motorola developers developed "Mobile drivers," one-size-fits-all universal software without having a contingency plan in place, as evidenced by their failure to have 'reverse software' that allows "go back" to previous OS. (We know that we can go back from windows 10 to windows 7). NEGLECT OF THE SOFTWARE STANDARDS: The software was not up to the standard on the contrary to what Motorola claims. Motorola developers did not include reasonable care in areas of software's design, development, testing, or maintenance. AFTERMATH: SUDDEN LOSS OF PHONE USE has caused multitudes of problems in my life - too many to describe. No amount of Motorola Solutions Technical Support was able to help (Level-2 tech support said they had nothing to reverse). I then wrote a letter to both ************************* and President ************************* at Motorola Mobility. To date, none of them responded - Just Silent. Motorola Mobility is Liable for the catastrophic 'damage' done on my Motorola mobile phone.
Initial Complaint
07/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid $1,000 for the phone still making payments and the phone only lasted me a couple of months the inside screen won't turn on. I shipped it already but they didn't want to fix it.
Business response
07/22/2024
The customer's device was received with extensive physical damage. This is not covered under the standard warranty. A fee would need to be paid, to repair this device. We consider this matter resolved.
Customer response
07/22/2024

Complaint: 22015337

I am rejecting this response because: it was only dropped once and the outside screen was damage but the screen still works but the inside screen has no damage and it doesn't work.

Sincerely,

*************************
Business response
07/23/2024
A drop to the device can cause issues besides what is seen. The device damage supersedes the issue with the device as they are unable to repair a device without fixing the damage. The links below cover the warranty and what is covered under the warranty. If the customer would like to repair the device, the fee would need to be paid. We consider this matter resolved.
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Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Recently, I discovered an old password I had written down years ago for a Motorola account. I do not know when or why I created this account, but I believe it was when I had a Motorola phone several years ago. Since I no longer have this phone, I would like to close this account. However, on the Motorola website, ************************************** and its support page, *****************************************************, I cannot find an option to or any information on closing accounts.
Business response
07/16/2024
To cancel any accounts the customer will need to go to ************************************* they can also submit a request on the below link if they want to exercise any of the rights outlined in our privacy policy. ********************************************************************************************************************
Customer response
07/18/2024

Complaint: 21989570

I am rejecting this response because: Let me be clear: I do not full reject this response. I did submit a request to the OneTrust website through the link provided. Since the request was just submitted, I do not know how long it will take to process or if the account is going to be deleted.

Sincerely,

*******************************
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company reneging on Warranty because a electrical error on the part of the phone caused the phone physical damage. Essentially the phone overheated while using a stock charger causing it to burn the charging port and partially melt the charger. The company claims this voids the warranty because physical damage was done even though it was caused by manufacturer electrical error. This error caused a minor burn to the thumb of the user. The phone was a ************ The warranty was still valid. The repair was filed on their website at the beginning of this month. The received the phone and said that a payment of 150$ might be required for repair but we had to contact them or phone would be returned unrepaired. When contacted they shuffled me around until eventually saying the warranty was void for damage.
Business response
07/18/2024
The device was returned unrepaired, to the customer, due to the excessive damage to the charger port area. The device would need to be sent in for evaluation due to the damage of the device and the customer states the person was burned. This evaluation process will need to be followed.
Initial Complaint
07/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Motorola Razor Plus 2023 phone's (which folds) has cracked right along the fold line. with a screen protector installed on it since the unboxing. This phone is less than 1 month new to me when this crack appeared. This phone has never been dropped or mishandeled in any way to cause this screen to crack along the fold. Not to menetion this phone always had a screen protector on it installed by either ******** or Motorola as it came with the screen protector installed. The crack appeared by normal folding and unfolding of the phone which it is designed to do. There are two screens on this phone i am referencing to the larger inner screen as it is the only screen on this phone that folds and is engineered and designed to fold. There is no reason why there should be a series of micro cracks along the fold hence resulting in the entire screen to fail and go black. Now when a phone goes back on this phone you loose access to settings and when you loose access to setting you cannot erase any data on that phone. You have to trust that your personal information including banking information, pictuires ect. wiill not be used or sold on the dark web. And no one at ******** or Motorola would explain to me the steps on how they plan on protecting me from identity theft issues when returning this phone for replacement when filing an insurance claim with ******************* Now this is where things get really strange. T-Mogile handles the warranty claims- Which is a failure in hardware - a screen that is supposed to be engineered to perform a folding function that cracks along the fold is a failure in hardware. Hence it should be covered by the warranty especially when it is less than a month since purchased. But ******** forced me to use my insurance claim against the phone stating that any damage to the phone is not covered by the warrenty. The big difference between a warrenty claim and insurance claim is ****** warrenty claim is 5.00 insurance decutable is ******
Business response
07/16/2024
We have made multiple attempts at calling and emailing the customer to look into the device issue. The customer has not responded. The customer needs to reply to the emails with the requested information for further assistance.
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Motorola Edge 30 Fusion RED with IMEI # *************** on or about June, 2023. This device according to **********************'s online description, stated and continues to state that the device I purchased is compatible with the Total by ******* network. According to Total by ******* this is not the case and the network has never ever supported my device. This is the first time I have attempted to activate my device on any network, before that i had only used it with Wifi for web access and has a backup. Well I need my backup but because of Motorola's misleading network compatibility I am out of luck with the network I'm interested in having service with. I know I did not purchase this item to waste my money. Therefore, I kindly ask Motorola to either refund me completely or replace with another newer model device that is compatible with the carrier of my choice for their misrepresentation and breach of contract with customer. I do have videos proving my claim. The original order was placed under my ******************* email. Motorola may contact me directly if desired to resolve this issue.
Business response
07/09/2024
The customer would not continue to work with our Level 3 technicians to escalate the issue for resolution. The customer was advised of the next steps and refused. The customer was disrespectful and abusive to the agent. We consider this matter resolved until the customer can follow the steps needed, respectfully.
Customer response
07/10/2024

Complaint: 21935700

I am rejecting this response because: Level 3 Technician I spoke with was very rule and immediately rejected my request for refund and /or exchange because according to the very rude, demeaning and disrespectful level 3 rep it was my fault for not activating the device after purchase even though Motorola Mobility is at fault for misinformation of connectivity compatibility with the carrier of my choice and the entire time the level 3 rep would not allow me to counter his claim saying he would not listen to what I had to say because he offered no solutions and he refused to escalate the matter to his supervisor.

Sincerely,

***************
Business response
07/18/2024
The customer has been demanding a refund or a different device replacement. As the customer is at the end of their warranty and device was not purchased through Motorola directly. The warranty covers like for like, certified like new replacements for hardware issues. As this matter is not a hardware issue, a replacement may not resolve the issue. With the issue the customer is experiencing, we would need to have this escalated to the product team, as the customer was advised. The customer became abusive when the option to resolve the issue was not what he was demanding. We consider this matter resolved until the customer can work professionally with our techs to escalate the issue.
Customer response
07/19/2024

Complaint: 21935700

I am rejecting this response because:
Motorola Mobility's claim that device was not purchased through Motorola Directly is FALSE! I in fact purchased it directly from Motorola. When I began speaking to the service tech, i was advised immediately by tech that there would be no replacement device or any other such remedy. He refused to allow me to speak being obnoxious and rude on the issue saying that it was Total by *******' Fault and that the device was not compatible and said all he could do was have someone take a look at what could have happened. When he finished speaking I explained it was Motorola's fault that I purchased the device, because ********************** explicitly stated on their website that the device I purchased was in fact compatible with Total by ******** and that I took a screen recording to proof they still had the same information on the device posted. He then blamed me for never attempting to activate the Mobile device sooner after purchase and said nothing could be done due to the end of warranty and even if it were under warranty that I would only get the same device even if ********************** intentionally misled consumers with false information on the networks the device was not compatible with. I stated to him that it's ridiculous that Motorola would not do their due diligence because they misinformed me and other consumers. I asked for an escalation and he rudely stated that he could do it but more than likely nothing would become of it. He was disrespectful and he disconnected the call after I continued asking to speak to a supervisor or Customer Engagement Manager

Sincerely,

***************
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm trying to get help to resolve a issue with my phone tech support is rude I tried 6 times on 6-27-24 the last lady said we are closed call back tomorrow I asked for supervisor and was told no. On 6-28-24 I was on the phone for 170 miles. I spoke with a person I don't remember his name but was told there is no one else to speak with he work under the *** Motorola says contact att att says contact Motorola
Business response
07/25/2024
The customer spoke with the Supervisor of the highest level of technical support. The customer is having issues with something that is a carrier feature. The customer refused to take the final steps that we have for troubleshooting the issue. They will need to speak with their carrier or using the AT&T Visual Voicemail app in the Playstore. We consider this matter resolved.
Customer response
07/29/2024
My carrier was on the phone with me an Motorola. The carrier said to contact Motorola for resolution when I did Motorola said not our problem that's an app issue contact the app. The app is the only phone app for this phone and Motorola is allowing ****** to place it on their phone. All Motorola told me to do is factory reset. This is unacceptable
Complaint: 21915412

I am rejecting this response because:

Sincerely,

*********************
Business response
07/30/2024
The customer was advised that since this is a carrier feature, we would be best effort support on our end. The customer refused to exhaust all troubleshooting options with our Level 3 technicians. Customer also refused to use ******* There is nothing further we would be able to assist with as it is not a hardware issue.
Customer response
07/31/2024
The level 3 told me that all I can do is a hard reset. I have the ****** phone app that what come standard on the phone. I'm sorry by Motorola is not telling the truth. So the best I can do is get a phone that not Motorola
I know now not to trust motorola
Please leave a **** against this company for others take a informed decision
Complaint: 21915412

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a phone the razor bottle from the Motorola about sometime in less than a year ago I only had a few months before it developed a line going down the screen I sent it to Motorola they fixed it sent it back to me everything was fine then a few months later here comes the line back you know I looked online and to see if other people have the same problem and a lot of people complain about the same problem as the screen so I called Motorola they told me to send it in I sent it in to them I've been waiting for well over 10 days and it's supposed to be 3 to 5 day turnaround so today I called down there if I was wrong with my phone and they say that there's a dent in my screen or the corner or something and now they want me to pay money to get my phone back my phone is always in the OtterBox case it's never been dropped I think very very good care of my phone's always have nothing is wrong with this phone when I sent it to them I don't know why they're saying that has attention does not I put it in a packaging provided federal ***** and sent it to them that's why I was supposed to do I need my phone return to me so I can cuz I use it for my business I don't feel I should pay any money for this phone is recurring problem and then everyone on the internet has the same issue I feel like trying to get money out of me cuz it's the second time I've turned into phone but it's not my problem they put out a bad product
Business response
07/01/2024
The device was received with physical damage. We have waived the physical damage fee as a one-time courtesy as this is not covered by the standard warranty. A new repair order has been processed for the customer and they have been updated via email. We consider this matter resolved.

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