ComplaintsforMotorola Mobility

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Motorola customer support service to report incidents and issues with my newly purchased cellphone. But, my issues are to be dealt with a ******************************* This other department won't call back and they don't answer my calls. I've called 4 days in a row and I'm left on eternal ignorant hold for up 2 hours with no answer or call back. Without my call being reported to the other department, my issues cannot be resolved. I have an account with them and a incident report number. 240822-008526.

  

  Business response

  09/03/2024

  The customer completed troubleshooting with one of our Level 3 technicians and adjusted settings with the customer and as a result of the troubleshooting session, the customer made the decision to return the device to the original point of sale.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/2 i put in a claim with Motorola regarding my 2023 Razor Smartphone, Motorola sent me over instruction on how to send the phone back and I did what I was told, I was told not to send the phone back in any boxes just wrap it up and send it. I wrapped the phone in a bubble envelope and then placed it in another bubble envelope and dropped it off at the ***** store in ************ on **************. Today I see that Motorola sent me an email stating the phone had physical damage and I would have to pay ****** the tax. The phone did not cost that much when I purchased it from ************ at the end of May. When I mailed out my phone there was not that damage that they are stating in their email, this damage had to be from *****, I am not paying for something I did not cause, this is unfair and not right. I only paid $99 for the phone at *****, and they want me to pay 3times that amount, and I have an active warranty that I pay for every month. Something has to be done, I just want them to replace my phone that's all. Please help. Thank you.

  

  Business response

  08/27/2024

  The customer has spoken with our highest level of support and we have worked with the customer to resolve this issue with a one-time courtesy waiving of the physical damage fee. We consider this matter resolved.

  Customer response

  08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The device manufacturer is Motorola, but the device is cobranded with Straight Talk. Straight Talk is the wireless carrier.I've contacted Straight Talk regarding the unlock, they confirm it is already marked as unlocked in their system, and the phone should have received over the air update to unlock itself.However, the phone after several days, is still showing locked.Straight Talk said there is nothing else they can do, and that there is something wrong with the device. Since they are not the manufacturer, they told me to contact the manufacturer.Motorola being the manufacturer, is claiming they do not know how to unlock their own device! ********************** refuse to process warranty claim for the defective (unable to receive over the air unlock) device.

  

  Business response

  08/23/2024

  The customer contacted ********************** on 8/20/24. Customer provided IMEI # of device. Our system shows with the information the customer provided that the device is a Tracphone. Tracphone has their own terms and conditions for the devices they sell. We do not offer manufacturer warranty for Tracphones as the carry their own specific warranty with Tracphone. We advised the customer to contact ********* for their warranty options.

  Customer response

  08/26/2024

   
  Complaint: 22176838
  
  I am rejecting this response because:

  Moto did NOT tell me the item is warrantied by TracFone. CS simply went silent.

  However, that still does NOT change the fact that Moto is the manufacturer, and should be able to unlock the device.

  TracFone said their system have it marked for unlock, and device should unlock itself, but somehow this phone could not unlock itself. Then ******** pushed me to contact Moto to find out why. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/27/2024

  As the device is locked and warrantied through Tracphone, we would be unable to assist with the device. Unlocking a device is a carrier option and Motorola cannot unlock a carrier locked device. If the customer was able to repair/replace through Motorola it would be like for like and a locked device would be provided.
  We consider this matter resolved.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Razer 24 flip phone to be shipped next day air, about a few days later I checked tracking and it said *** never received the package so I contacted Motorola spent 2 hours on the phone including hold time to be transferred to shipping admin where they saw there was an error and told me the phone would be shipped & id receive a new email about 3 days later there was no new email and no phone so I called back and cancelled the entire order and made the person email me the proof which said I'd receive the refund in 3-5 days that was almost a month ago and I have not received my refund and Motorola continues to email me to send in my trade in i also had to file a dispute with affirm that I do not owe them money because I never received the product and cancelled the order

  

  Business response

  08/22/2024

  The customer has been refunded for Order ****************. This can take 3-5 banking days, depending on their banking institution, to show in the account. We consider this matter resolved. 

  Customer response

  08/23/2024

   
  Complaint: 22173690
  
  I am rejecting this response because: it still says I owe the full amount in affirm! See attachment screenshot of my account!
  
  Sincerely,
  
  ***********************

  

  Business response

  08/26/2024

  Order# 1449452314067-01 is not an Affirm purchase. This was a **** purchase and was refunded to the card the order was placed with. We are not showing any other orders with the customer's email provided. We consider this matter resolved.

  Customer response

  08/27/2024

   
  Complaint: 22173690
  
  I am rejecting this response because: INCORRECT THE CHARGE WAS MADE FROM AFFIRM THEY USE A DIGITAL CARD SEE THE ATTACHMENTS WHERE I SHOW THE AFFIRM BALANCE IS STILL OWED AND THE LAST 4 NUMBERS OF THEIR DIGITAL CARD USED TO PURCHASE YOU HAVE NOT YET REFUNDED, SO REFUND IT AS I NEVER RECEIVED the phone and cancelled the order. Good day
  
  Sincerely,
  
  ***********************

  

  Business response

  08/28/2024

  Order was purchased with a **** Purchasing Card. We have refunded the card used on the order. The screenshots the customer are sharing are inquiries from ********************** about processing a refund. If you are not seeing the refund, you will need to check with your banking institution. We consider this matter resolved.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three payments into the Motorola Razor it broke. The common issue everyone seems to get with the green line across the main screen. I contacted ***** who told me to contact Motorola for the manufactory warranty. Motorola wants the faulty device for repairs. Understood, but that will leave my son without a working phone and he's driving. He needs to have a phone in case he needs to call 911, file an insurance claim, update me on his plans, etc. They do not lend out a "loaner" phone and they do not have his make and model, 2024 razor+, in stock. I've recieved no estimate time for repairs etc. I've spoken to several supervisors and warranty department. They have disconnected the call serveral times and the issue has not been resolved. At this point, I'm no longer interested in doing business with motorola. The process to keep my son safe has been a nightmare. Motorola has been difficult to get in touch with and unreasonable with their demands.

  

  Business response

  08/21/2024

  The customer contacted us about their device. The warranty options include repair and if stock is available a certified like new replacement. As there is not stock available of their device, the repair was set up. We would not provide a refund as we are not showing an order through Motorola.com. For a refund they will need to speak with the point of sale. We consider this matter resolved.

  Customer response

  08/23/2024

   
  Complaint: 22169267
  
  I am rejecting this response because my son will not have a working phone while he is driving. AT&T directs all concerns with the phone back to the manufacturer.
  
  Sincerely,
  
  *********************

  

  Business response

  08/26/2024

  We are only able to provide the warranty options available for your device. At this time there is not stock available for an Advanced Exchange replacement. We would be happy to set up the repair if the customer should chose that option, they can contact us to set up. We consider this matter resolved.

  Customer response

  08/27/2024

   
  Complaint: 22169267
  
  I am rejecting this response because: My son is driving and he needs a working phone. Motorola will not provide any model. Due to that fact, I find myself forced to purchase a new phone and getting locked into another payment plan. I can not afford another phone payment. This is not an affordable or feesable solution. This is a common issue among Motorola users and I'm just interested in my son's safety. He needs a working phone to call emergency services, request a tow truck in case he breaks down, etc. I cannot in good conscience allow him to drive without the neccassary equipment.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a cell phone on 08/15/24. As it said in the ordering page that this item will be expedited shipping within 24 hours, and I will be expecting to receive it on 08/19/24. However, it has not been shipped yet, and no email send to me to explain. I called customer service couple times, but no answer was provided.

  

  Business response

  08/21/2024

  Shipping is estimated not guaranteed. As stated in the terms of shipping there can be delays due to stock, when the order was placed, weather events etc. The order has shipped and it out for delivery today 8/21/24. The customer should check tracking number for delivery details. We consider this matter resolved.

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Item was purchased through Affirm.- Item was requested to be returned to sender.- Item was returned to sender Tuesday 7/23 at 10:44 by ***** on dock per *** tracking: 1ZGH09611201198568 - I still have not gotten a refund and had to make a payment to the loan associated with this purchase.- I have made 2 separate contacts to Motorola and both agents said it would be taken care of. Latest "promise" was by the 18th of this month. It hasn't been taken care of.

  

  Business response

  08/20/2024

  This order has been refunded via Affirm. The delay was due to the device being returned to sender instead of set up for return. The customer will need to reach out to Affirm for further information. We consider this matter resolved.

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a smartphone and opted for ********* 18 months with Accident protection. I got charged for thee different moto care I did not authorize. The two moto cares I did not authorize is for ***** and ***** plus tax which comes to a total of ******. I have contact Motorola to ask for a refund and they keep saying it is going to take longer. They had to involve IT. My concerns are if I wait to long, then my window to get the refund will close. I just need refunded ****** that I was overcharged and did not authorize. Motorola should also change the way their system works. You should not have to go through IT to get an obvious issue resolved. Any customer service agent should be able to see the issue and refund on the spot. Even if you get sent to the refund department, they should be able to at least refund at that stage as well. You should not have to go through three departments ending with the IT department to get a refund on an obvious mistake. I am seeking the refund and for changes at Motorola.

  

  Business response

  09/03/2024

  The refunds have been processed for 2 of the 3 plans that were purchased. This has been done via ******* We consider this matter resolved.

  Customer response

  09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had no other choice but to file a dispute with ****** as the business never reached out to me to resolve the matter. That is the issue at hand. They need to resolve their issues, instead of keeping people in limbo waiting for a response. If I had not disputed it with ******, I would still be waiting on my refund, or never receive it at all. There needs to be a disclaimer warning consumers about their practives at Motorola Mobility. 
  
  Sincerely,
  
  ******* New

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a new Razr phone that my wife was unable to open comfortably (arthritis). Motorola agreed to refund the unused phone. The phone was never activated or used. Motorola provided a return shipping service via Fed-X. The returned phone was received by Motorola on 02Aug24. It has been 2 weeks now and Motorola has yet to refund my money. I was originally told my bank was holding it up. When this was proven to be false, Motorola then stated: "Hi, ******! We're sorry if it is taking too long for your refund to reflect on your account. As per checking the recent notes from our team, there's a mix between the **** number submitted for the refund and the one we have received in our warehouse. Our Sales team is already working on it, and they will get in touch with you as soon as possible. -Rica"Now, I am unable to get any response. They now have the returned phone and my money.The uploaded PDF contains snapshots of the emails from the original order to the confirmation of receipt or the returned phone by Motorola.

  

  Business response

  08/22/2024

  This order has been refunded, both the device and the MotoCare plan. This can take 3-5 banking days to show in the account, depending on their banking institution. We consider this matter resolved.

  Customer response

  08/22/2024

   
  Complaint: 22147668
  
  I am rejecting this response because:

  I was told by a Moto representative on 20Aug22 (ticket# ******-005998) that I would "have the funds tomorrow" (tomorrow being 21Aug24).  On 21Aug24 NOTHING was refunded.  On 22Aug24 (today), the $134 MotoCare was refunded finally (after 20 days on a "7-10 day" quote), but still no pending transaction for the $600 phone.
  
  Sincerely,
  
  *************************

  

  Business response

  08/22/2024

  As the device was received with the second IMEI as the **** there was a delay in the refund being processed. That has been rectified and refund for both MotoCare and device have processed. As the refund is not instant, and there are delays that may occur due to the banking institution we would not guarantee a refund next day. Coaching and training can be done where needed.  We consider this matter resolved. 

  Customer response

  08/26/2024

   
  Complaint: 22147668
  
  I am rejecting this response because:

  The MotoCare refund was received on the day the representative quoted, but the refund still has not been received.  I have checked with my bank and there is no transaction pending.  This case is not closed and I will keep it open until the refund is received.  By the way, your representative did, in fact, state it would be received the very next day.  At the start of the call there was the standard disclaimer about the call being recorded--I suggest you review the recording.

  The sooner I get my refund, the sooner you won't have to deal with me again.  I will never buy another Motorola product.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/2/2024 I bought this from boost it a has not been working properly since I gotten it. I took back to biust tre gave me a number to call. These ppl have gave nuthin but the run around. I have a warranty and insurance. They trying to charge me for another phone. The don't even document when I call. I'm very unsatisfied

  

  Business response

  08/12/2024

  The customer has been advised to do troubleshooting. The customer refused to follow the steps and just wanted a different phone. As the issues the customer is experiencing do not sound hardware related, we would need to exhaust troubleshooting with our technicians. The customer can call us to schedule an appointment with our Level 3 technicians or they can set up the repair. However, if a repair is set up an no issue is found, they will need to exhaust troubleshooting with our technicians. We consider this matter resolved unless the customer would like to continue with troubleshooting.

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