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Motorola Mobility

View Additional Phone Numbers 222 Merchandise Mart Plz Floor 17, Chicago, IL 60654 http://www.motorola.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Motorola Mobility meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Motorola Mobility include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 711 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

711 complaints closed with BBB in last 3 years | 372 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 25
Billing/Collection Issues 10
Delivery Issues 81
Guarantee/Warranty Issues 129
Problems with Product/Service 466
Total Closed Complaints 711

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Motorola Mobility
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 29
Total Customer Reviews 31

Additional Information

BBB file opened: January 01, 2000 Business started: 09/01/1928 Business started locally: 09/01/1928 Business incorporated 05/04/1973 in DE
Type of Entity

Corporation

Business Management
Mr. Rick Osterloah, CEO
Contact Information
Customer Contact: Mr. Rogerio Fragale
Business Category

Cellular Telephone Service & Supplies Commercial Products Manufacturers SemiConductor Devices Telephone Equipment & Systems Service & Repair Wireless Telecommunications Carriers (except Satellite) (NAICS: 517210)


Customer Review Rating plus BBB Rating Summary

Motorola Mobility has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 222 Merchandise Mart Plz Floor 17

    Chicago, IL 60654

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a moto 360 device less than 3 weeks ago. After the second week I received an OTA update from Motorola that has caused the device to not be able to turn on. I spoke with the support team a number of times only to be put on hold for over an hour. I finally spoke with someone who gave me an RMA number and directions to ship the device back to Motorola to be fixed. After the device arrive at the repair facility I received an email saying that they were rejecting the RMA and would be sending the device back without looking at or repairing it. I called as soon as I got the email to find out that somehow the department that sent the email was closed an hour before the email arrived. So I called back the next morning only to be given the run around again and finally being placed on hold for over an hour until I had to finally hang up.

Desired Settlement: I would like Motorola to repair the device. Motorola made it, they sent the software update they approved the repair, now they need to honor their word and repair the device.

Business Response: We are unable to repair the customers device and will be sending a replacement. The replacement will ship out either today or tomorrow. When it ships out the customer will receive a shipping confirmation email. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by Motorola in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased a motorola baby monitor in 2015 but shortly after the plug stopped working and would fall out of the charger and wouldn't charge the baby monitor. It was within warranty so they sent a replacement, but then shortly after the same thing happened again with the replacement monitor. I contacted them in February of this year and they replaced the monitor again, but with an updated version as they no longer made the plug that came with my model. I had it for about a week and discovered a whole new list of issues with the new monitor such as software updating that was causing the monitor to flash and waking my kids up in the middle of the night, poor range, and poor night picture quality. So I explained to them, they eventually agreed to have me send it back for a refund. So they sent me a prepaid label to send it back, which I used to return it. I have followed up several times by email since April 25 about receiving it and refunding, but no one will respond back to me. I have written documentation from their customer service team that they have agreed to refund it but no one will respond. thanks for your help)

Desired Settlement: Refund

Business Response: We will be refunding in the form of a check. The check will be mailed out around May 31. 

Consumer Response:  
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,

***** ******

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Motorola phone from amazon December 17,2015 . It stop working after 3 months. I have one year warranty. I file a RMA and Moto sent me a label to send back my phone for repair. There is a auto reply email saying that they received my phone. However, I have no response from them since then. I called the 5 times already, they put me on hold, then saying that they do not have an answer for that and will get back to me. However, they never get back to me. One time, they promised that I would get my phone April 29,2016, but never happen. I feel like my phone has been dump into a black hole. Calling them did not give me any status. They cannot tell me when will I get my phone also. Their online status link does not even find my RMA number. My RMA number : ************* Model : Moto X Pure Edition IMEI/MEID Number: ***************

Desired Settlement: I hope that they can repair my phone and send it back to me as promise by their warranty. Replacement is fine too. I just want to get my phone back.

Business Response: We will be reaching out to the customer. 

5/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After numerous calls to motorola repair dept. I was finally able to send my phone Moto g, second gen. under warrant, in April for repair. After two week they finally replaced the phone with a refurbish phone that was sent to the wrong address. They eventually had fed express pick up the phone and redeliver to me on the May 28th. However, upon turning on the phone, it was stuck on the start up mode for over 30mins. I then called tech support again, where we troubleshoot and the phone will not turn on. So after speaking with over 5 reps, i was finally told that a shipping label will be sent to return the phone. Never got the label, So i called again the next morning. After again speaking to 3 more rep, finally got a supervisor who said that the imei number is not registered and they have to wait for there IT tech dept to fix the issue then a new RMA case will be started then i will be able to return the phone. that takes 24 to 48hrs. So this morning,which is over the 48 hrs time, i called again 5/3, was told by the rep, nothing has been solved and I have no choice to wait . This is really ridiculous. First of all its been over a month now and i am out of a phone. THis phone is under warranty. I sent a brand new phone to motorola. they should Have not sent me a refurbished phone that does not even work, but a new replacement or just fix my phone. Second of all, It is not my fault that there repair dept or whoever sent the replacement did not do there job and register the IMEI number. Since its there fault they should do the right thing. and waive the $24.99 fee they want to charge me. What is wrong with this company. Why do I have to suffer because motorola screwed up. Why is it taking them so long to resolve this issue., I have been getting a lot of runaround with this company. Very disappointed, bad customer service.

Desired Settlement: Had enough dealings with this company. very unsatisfied. Would like to get a refund on the purchase price that I paid for this Phone.

Business Response: An RMA was created for the customer on 5/5/2016. Once the customers device is returned we will repair and return it. 

5/14/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a repair request for my Motorola X (broken screen) about a month ago, paid the fee, and shipped my phone to them. Instead of taking 5 business days to repair and return the phone as suggested by the soft maximum on the website, it took 13 business days without a response. I had to call and escalate the issue to get my phone back, which took another 2 business days for a total of 15 business days. With the to and from transit, I was without my phone for about a month. Additionally, I had to correct my email and mailing address numerous times throughout the process, and the mailing address was incorrect when I finally received the package. When I booted up the phone, I was notified that there was no SIM card. I should not have been surprised at this point that Motorola lost my SIM card in the process. I called a customer service representative and requested to escalate to a supervisor. The line was silent for a minute then hung up on me. I called 3 more times and was hung up on each time after reaching a representative. 5th time I called, the person “answered” the call and left the phone/microphone sitting on the desk. The person at the desk was interested in discussing Alamo.edu and group assignments (and apparently sharing quiz answers) than attending to my call. There were no efforts to contact me through other means after the failed calls. This is an unacceptable level of service and reflects very poorly upon the business. I am not pleased in the least with the way this was handled, and do not plan on using or recommending Motorola products in the future.

Desired Settlement: Full refund of repair fee and compensation for SIM replacement fee.

Business Response: We apologize for the frustration caused by this and for any inconvenience. When an RMA is setup customer's receive an email stating that they must remove and case, skins, Sim Cards, etc... before sending the device in because they will not be sent back. We will not be refunding the replacement charge as the customer's device had physical damage that is not covered under our 1 year manufacture warranty. We consider this resolved. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

It does not pertain to my previous request. In my response, I dropped all requests regarding the SIM card, and assumed my error. I am requesting a refund due to the overly long repair process, up to 3x as long as the estimate provided, and the numerous dropped/ignored customer service calls from me.

Please read the consumer reply before issuing a response.

 


Sincerely,

***** ******

Business Response: We will be reaching out to the customer. 

5/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my phone in for warranty repair because the top speaker sounded distorted. It came back with the speaker still broken but the power button also broken. I sent it in again for both issues. It came back with the power button fixed but the speaker still sounding distorted. Customer service reference numbers: ************ *************

Desired Settlement: I would like a replacement phone sent to me at which time I'll return the defective one. Because the speaker partially works, it's not clear to me that the problem will be found or fixed by the technician, since they failed twice before.

Business Response: We will be reaching out to the customer to resolve. 

5/11/2016 Problems with Product/Service
5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I obtained a 2nd Generation Moto 360 Smart Watch in Late February/Early March. The watch has been having issues maintained a proper sync with my phone and it often has a delay in receiving and sending information to/from the phone. For example: The phone can start ringing and I would answer it but the watch would continue to buzz for 2-3 more rings as it hasn't realized that I answered the phone. When I go to clear notifications on the watch or delete e-mails it will fail from time to time as it loses the connection with the phone off and on. Finally the clasp that holds the metal band total will open randomly at times. This is a concern because should I not notice this has happened, I can lose the watch quite easily. I called Motorola after resetting both the watch and my phone and was told by them that there are two warranty options. The first would involve me paying $24.99 and agreeing to a $200 temporary hold on my credit card so I can receive a new replacement first and then I would send back the watch I currently have. The other option was to send my watch first was unacceptable. On my first call, they informed me that the warranty wasn't available and that they would e-mail when they were ready to fulfill the warranty. They issued me ticket #1600416-001893. I received the email stating they were ready to process either warranty option and told to call 800-734-5870. The representative told me that the only option was me to send my watch first. I told them this was unacceptable and escalated twice. The call ended with them saying to send my watch to them first which given the litany of complaints against them online, that isn't going to happen.

Desired Settlement: I would like them to send me another new watch that matches the one I currently have or a Motomaker code so I can make another watch with zero cost, including shipping, to me. Initially I was willing to pay the $24.99 and allow the hold but now that is not the case. They have wasted days of my time by giving me the run around so I am no longer willing to pay anything to them. If they want the old watch back, they can have it but only after I have another watch in hand. I am not willing AT ALL to be without a watch for however long Motorola takes to repair or replace my current watch.

Business Response: The only option for the customers device is a repair, if for some reason the device can't be repaired then we would offer replacement options. We would be happy to setup a repair, in order to proceed with this the customer would need to send their device in first. If the customer does not wish to do so we consider this resolved. 

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:
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. They replaced the device first and I sent the non-working device back to them today. 

Sincerely,

******* ******

5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for an advanced exchange, RMA number ************** Despite the policy for advanced exchange guaranteeing that the phone will be shipped within 4 business days, it still hasn't even been shipped after 8 days/6 business days. Costumer service was unhelpful, and seems to have no recourse in the event that someone can't call repair escalation due to not having a phone. Both I and a verizon store employee also called also tried to ask technical support whether or not I would be charged for the phone since it has unrelated physical damage that occurred several weeks prior to the battery issue, but couldn't get a straight answer from motorola's side. Both in store and online verizon tech support said that the phone ought to be covered, but there is risk that they will charge me for the repair of the physical damage, which I do not want

Desired Settlement: I would like my temporary/replacement phone to be shipped to me, and I would like to have the battery/power issue fixed. The physical damage isn't really a concern to me, I'd rather not pay motorola's $150 to have it fixed. If I got the phone back working, albeit still damaged, that would be acceptable.

Business Response: We apologize for any inconvenience. The customers RMA did not process. An email was sent out to the customer on 4/20. However, it does not look like it was delivered. We would be happy to repair/replace the customers device. However, if it has physical damage it is not covered under the warranty and the customer will have to pay the physical damage fee. 

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Moto 360 smartwatch. The back of it cracked from stress put on the watch due to normal wear. This is a known issue with many purchasers of this watch. I contacted Motorola for a replacement and they stated that my original watch was no longer available for a warranty replacement and that they would ship me a metal banded watch. I requested that they send me the metal banded watch and instead I received a foreign model of the original leather banded watch. It wasn't even the U.S.A. version. The replacement watch was originally marketed for sale in a foreign country. I requested they ship me the correct watch. I spent several more hours working with customer service in order for them to ship me the new watch. They stated that I would receive the watch no later than Friday 4/29/2016 as long as they receive the initial warranty replacement watch back no later than Mon. 4/25/2016. I have confirmation that they received the watch that day as I overnighted the package to Motorola. They now have not sent out my new watch yet and they said I will not be receiving it by Friday 4/29/2016 like originally stated for reasons unknown at this time. They apologized many many times but no real resolution is offered. It's as if they do not care to resolve the issue in the first place which is incredible disappointing. I have been lied to several times by the phone customer service and I have had return shipping labels with incorrect information on them sent to me several times further delaying the time it takes for me to receive my replacement watch. I have spent 15+ hours with this company and have reached no resolution as I am convinced that Motorola is stalling on the replacement for one reason or another which is not right to the customer. I have now gone 3+ weeks with no watch as they have been incapable of completing this request correctly still to this day.

Desired Settlement: I want the job to be finished correctly and without multiple unnecessary phone calls needing to be made like previously. I also want the several weeks spent working with customer service to be reapplied to my warranty time as the company has stalled on this replacement and has diminished the amount of time I have remaining on the warranty of my replacement watch at the cost of myself and not the company.

Business Response: We are unable to replace the customers device. The customer has been offered a refund. In order to continue with the refund we need a copy of the customers receipt/proof of purchase. 

5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I paid 175.00 to have my screen fixed at Motorola for my nexus 6. I was sent a replacement phone by Motorola. On 4/25/16 the phone quit working and will not turn on. I called Motorola to take care of the incident and replace the defective phone they sent me. I have not received resolve and get the run around from the Indian call representatives in India. I either want my 175.00 refunded or a working phone. I do not have a working phone which is costing me money. I want a working phone next day aired to my home and a refund of the 175.00 I paid as I got a replacement phone (re-furbished) that does not work.

Desired Settlement: Repair and Refund.

Business Response: We apologize the customer received their device back and were unable to turn it on. A new RMA for repair and return was created yesterday, 4/26 so they customer may send the device in for repair. The customer was provided with a prepaid ***** label to send the device in, tracking number ***************. Once we receive the device it will be evaluated and if it can be repaired it will be repaired and returned to the customer. If it is unable to be repaired the customer will be informed and a replacement will ship out. Once the device is repaired or replaced it will be shipped out with ***** 2nd day shipping. We do not send packages overnight or next day air. We apologize for any inconvenience this has caused. 

Business Response: A brand new Nexus 6 has shipped out to the customer today via *****. 

Consumer Response:
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. This was a horrible process and a giant mess.  I will never use Motorola again for anything.  I should receive a refund or a partial refund for all the hassle I went through and not having a phone for many weeks.  Terrible company.

Sincerely,
***** *******

5/6/2016 Problems with Product/Service | Complaint Details Unavailable
5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been an extremely loyal Motorola Mobility customer for over 20 years. I have also worked in the telecommunications field for nearly 10 years and have recommended Motorola's products for their superior reception and quality. My recent experience after purchasing a Moto Pure from Motorola.com and the support I've received after has changed my opinion completely. I began having issues with my Moto Pure within 1-2 months after purchase. When the screen would wake up, it would flicker, lag, leave lines, and stutter as if trying to catch up. This would go on for 10-20 minutes and would make the phone nearly impossible to use. I send the device off to Motorola for repair, per their website, and when it returned they had replaced the side buttons (not part of my original complaint) and the problem was still present. I sent the device off again and this time the LCD was replaced, yet the problem persisted. At this point I was fairly upset for several reasons - first, the process of backing up my data, switching to another phone, and sending the device is was time consuming and extremely inconvenient, and second I felt as though my device was not being thoroughly tested as the problem was obvious and immediate upon return. I went on to the Motorola website and sent an email through their system explaining the issue and received an email saying it had been escalated (incident ************** and I would be contacted soon. That was 4/26 - by 5/5 I had received nothing so I called in and was routed through several folks and was told they would replace my device but would have to provide a card to which they would place a hold until my device was received - I gave them my card and was told it was declined as it must have approximately $300 on it to hold. So my choice is to either continue sending in my $600 phone hoping it is fixed some day, or wait until I can afford to keep $300 on my debit card. Why stay loyal to a company that obviously doesn't care?

Desired Settlement: I just want a working device - which is what I thought I had paid over $600 for. I cannot afford to have a $300 hold on my debit card nor can I justify continually going through the hoops of sending my device in, not knowing if it will ever actually be fixed. To avoid the hold, I would gladly send in my device first but that was not granted as an option. I work in cell phone sales every day and hate that I have to keep my device hidden so customers do not ask me what I carry - because I am not proud to be carrying a Motorola that should be something to show off, but instead is an embarrassing mess that I cannot get fixed or replaced.

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:
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,

******* *****

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Moto E on 2/27/16 from my local **** ***. Around 3/14 I noticed that the phone was no longer emitting any sounds. I was unable to resolve the problem myself, & it was past **** ***'s 14 day return policy, so I contacted Motorola Support & they advised me to return the unit for repair. I sent the phone back a few days later. They notified me they had received the phone on 3/24. They shipped the phone back to me on 3/28. I was out of town so I had the package held at FedEx & picked it up on 4/4. The package was undamaged, but the phone had two deep scratches on the back cover, one about an inch long, the other about 2 inches. The phone's exterior was in mint condition when I sent it in for repair. I contacted Motorola immediately to complain about the condition the phone was returned to me in. They advised me to return the phone a 2nd time, which I did, on 4/6. I included a letter detailing exactly why I was returning the phone again - because of the damage to the external case. I asked them to provide me with an undamaged, working phone in mint condition, or refund my money. They received the phone on 4/11. On 4/14 I called Motorola to inquire about my phone. The rep said it appeared that the phone had been repaired but not yet sent. They sent it back on 4/18 and I picked it up on 4/20. The phone still had the 2 deep scratches on the back! The invoice indicated that they had replaced the board & 5 other parts, with the reason being that there was a problem with the "RF performance." In other words, they replaced almost the whole phone, except the one part that they had damaged previously - the case. And they did extensive repairs on a phone that they had supposedly repaired 2 weeks before. I had not even used it since the first repair. I again contacted Motorola and they said they would have their Repair Escalations Team contact me. They never did. Since they had failed miserably the previous times I had contacted them, I have now turned to the BBB.

Desired Settlement: At this point I have been so inconvenienced and frustrated by Motorola's handling of the problem that I think the **** resolution is that I return the phone and they refund my money. Barring that, I would insist that they replace the phone they damaged with a new one of the same model - Moto E 2nd gen. And that they send the replacement up front so I can have use of this phone while I'm waiting, as I bought this phone almost 2 months ago and was only able to use it for about 2 weeks.

Business Response: The customers device has been replaced. The replacement is expected to be delivered today, 5/2. 

Consumer Response:
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. But only barely, as I would have preferred a refund to a replacement since I have little faith that the replacement will work without issue, and I dread having to deal with either Motorola Repair, or Customer Service ever again. Motorola did only the bare minimum for me - provided me with a working phone in new condition, 8 weeks after I bought the original phone and 6 weeks after I first had to return it for repair. They agreed to replace the phone only after numerous phone calls, chat sessions, trips to my local FedEx office, and a formal complaint to the BBB. And when I asked that they send the replacement without delay instead of making me return my damaged phone first, they would only do so if I provided a credit card for a deposit, which I found insulting under the circumstances.

Sincerely,

***** *******

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our incident number is: Incident: 160422-007153. My wife's phone was malfunctioning, so we did EVERYTHING they recommended to get it fixed. After the problem persisting they gave us 2 options:(direct quote) "1. Return and Exchange - First you ship us your malfunctioning device and then you receive a replacement to keep. You will receive a separate email from ***** which will include a pre-paid label to return your original device. Motorola will exchange your device after your return has been received the next 4-5 Business Days." Option 2 had a cost(which they REFUSED to waive) involved so we went with option 1. Option 1 CLEARLY says REPLACE, not repair. We shipped the broken, malfunctioning device back to them on the 8th of April. After calling them multiple times they informed me that they received it on the 14th, and that they would repair and resend us the device. We pointed them back to the VERY words they gave us, REPLACE isn't repair. The manager of the supervisors(Emily) in repair promised to make it right and call me back the next day. They NEVER called. I called again two days later, they said that they are working on the repair, and I informed them of what THEY had promised and they apologized but REFUSED to do as they promised. I put in a formal complaint with the company and they "elevated the issue" and promised a call back within 24 hours. NO call. Today is April 26th, that is 9 business days to get my wife a phone back, 19 calender days to "resolve" the issue. Frankly I EXPECT MUCH better from a professional company. If they don't have the new phones in stock they SHOULD give her an upgrade and not just an empty apology and terrible customer service. They failed to deliver what the promised, they failed to be timely about service. And twice they failed to call me when they PROMISED to call me. this is SHOCKINGLY low customer service, and failure to deliver the very thing they promised!!!! They have LOST my confidence!!

Desired Settlement: I feel they should replace the defective phone that is only 5 moths old, not just "repair" the blasted thing and send it back late!!

Business Response: The customer's device was delivered back to them yesterday, 4/26 via ***** tracking number 782890764455. Our warranty states that we will either repair, replace or refund. The customer's device was repaired. We will not be upgrading the customer or providing a new device. We consider this resolved. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: The company, Motorola, did NOT specify that they would repair the OBVIOUSLY faulty device, that is five months old. They committed to REPLACE the phone!! READ your OWN wording to us in the complaint. YOUR representative said if we go with option 1, which put my wife without a phone for almost a month, that you WOULD replace the device. YOU failed to do that, and are therefore guilty of lying to a customer. AND refusing to call me back after promising to do multiple times is Atrocious customer service!! So NO i don't accept your resolution!!!! 
Sincerely,

****** *****

Business Response: The customer was informed when they chatted about our repair/replacement options that they would get a replacement. When the customer called to setup the RMA a Repair and Return was processed. The customer called in after this stated they wanted a replacement because their device was new and they didn't want a refurbished device. The customer has not been sent a refurbished device, we repaired the customers original device. If we would have replaced the customers device they would have received a refurbished replacement, not a brand new device. We will not be replacing the device with a brand new device and consider this resolved. 

5/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a baby monitor of theirs from ****** ** ** 11 months ago. Over the past few months, the monitor has begun to malfunction in multiple ways and has gotten to the point where it is unusable. There is supposedly a one year warranty on the item so I contacted Motorola through their help desk and made them aware of my problems and asked for a replacement unit. I received no response so in the past week and a half I have sent multiple e-mails to any and all of the available support e-mail sites begging for service. I have received no responses from anyone. I paid $270 for this monitor and it is a paperweight after 11 months. I'd either like a new unit or my money back and feel they should honor their warranty. Their "delay" in responding me makes me think they are purposefully waiting until the year is up so they can deny me a legitimate warranty claim. FYI, the actual purchase date was 04/22/15.

Desired Settlement: At this point, I'd prefer a refund so I never have to deal with Motorola again. However, if I receive a brand new (not refurbished) unit as a replacement and it works properly I will be satisfied.

Business Response: We have forwarded the complaint onto the appropriate people. They will be reaching out to the customer to assist. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

It is just a delaying tactic. They have told me numerous times they would get back to me and they never do.


Sincerely,

******* *********

5/4/2016 Billing/Collection Issues
5/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Motorola repair services on Fed 22, 2016. I asked for an advanced exchange to replace a defected Moto X Pure Edition phone covered by the warranty. On Feb 29, 2016 I received a phone which was unacceptable, all scratched and speakers dirty. They asked me to send it back that they were going to send me another one. I sent it and got the "other" one on Mar 14, 2016. It turned out it was the same scratched phone. They asked me to send it back again. They received it on Mar 25, 2016. I've been talking to them almost every day since then, and all they say is that they don't have stock to send me a replacement; yet, they charge 80 for care protection plan with the promise of 3-10 days replacement for custom units.

Desired Settlement: I would like Motorola to send me the replacement phone. While they say they don't have in stock, I have purchased two more Moto X Pure Edition exactly the same. So they do have it in stock, I can't understand why they can't send me the replacement. They should send it ASAP. Almost 3 months trying to replace a phone is inconceivable. On January I replaced one, and after two weeks of the repair center not having it in stock, they send me a code to purchase one for 0.00 online to use as replacement. I'd be OK with that option now as well.

Business Response: The customer was provided with an X code to order a new device. 

5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased an ***** mobile phone in NOV 30th 2015, I received my phone unfortunately in Apr 5th 2016 it started giving me problems with the screen, I have called Customer Service and they offered and exchange for 25USD fee, I toke the option. I received the refurbished phone in Apr 11 2016 and, in April 12th, the refurbished phone started giving me problems, it was closing and opening apps and not allowing me to do anything with my phone, I have call motorola's customer service in April 20th 2016, one more time and they, again, offered me an exchange. I have toke the exchange again, received the refurbished phone, as soon as I opened it I noticed there were some lose items and was falling apart, I didn't even turn it on and sent it back. The cases I have opened are: ************* ************* *************

Desired Settlement: I want a full refund for my purchased and the exchanges fees I have already incurred in.

Business Response: We will be reaching out to the customer to resolve.

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will wait for their call and possible solution before closing this complaint

 

Thank you* ****** ********

Sincerely,

****** ********

4/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Submitted a claim on a defective Moto x via the advanced return system. I asked chat agent turn around time and was told 4 business days. It is now 3+ weeks later and there is zero communication and only after calling a week ago I was told they have no phones and hung up on immediately.

Desired Settlement: Please send me a new phone or provide me with a code for one. Your warranty communication and service is awful.

Business Response: The customers replacement has shipped via ***** tracking number ************. 

4/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my Motorola phone in July of 2015, and had a one year refund or replace warranty. In March of 2016, my phone suddenly would not power on. I spoke to a Motorola representative, who advised me to send the phone to a repair facility, which would fix my phone within 5 business days. The phone arrived at the Texas repair facility on March 24, 2016. Since that time, I have received no updates, and have called the company repeatedly seeking information about the status of my phone. The repair escalation team promised me that a phone would be sent to me by April 10th. That has not happened. It is now April 15th, and I've been missing my phone for nearly a month. I need a refund or a prompt replacement.

Desired Settlement: I would like a refund, so that I never need to contact Motorola ever again. However, I will accept a replacement phone if that's all Motorola will offer.

Business Response: The device is shipping via ***** tracking number ************ and expected to be delivered on 4/21. 

4/24/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I mailed my Moto 360 pure and was recieved on March 11th ups confirmed and Motorola has confirmed reciept of the device. They have told me they were going to replace it then they were going to repair it because they didnt have any units in stock. Now we are back to a replace as they say it cant be fixed. They have no idea when a shipment will be coming they have been telling me the truck will keep coming in but no idea when. That has been over a month now nothing has been done except a bunch of apologies and still now phone.

Desired Settlement: I have had enough of this company I dont want another phone that might burn out as well. I want a refund to be done with this I have bought a replacement of my own. This phone was purchased in dec 2015 and was bricked by march 2016 so four months is unacceptable then to have to go through this. I have documentation of ship date if needed and reciept of Motorola

Business Response: The customer has been provided an X code to order a new device. 

Consumer Response:  
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,

Joe* *******

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Moto X Pure on September 15, 2015, along with paying the additional $79.99 for the Moto Care Accident Protection. On March 14, 2016 my screen shattered, along with the digitizer, leaving me completely without a phone. On March 14, 2016 I initiated an online repair/replacement order with Motorola. In that order, I agreed to let them put an additional $500 hold on my credit card, to ship me the replacement before sending them my broken unit. This $500, along with the $49 deductible and taxes made the total against my card being agreed to as $553.25. On March 15, 2016, I received another email from Motorola saying the following: "We are contacting you in regards of your RMA #160315-018469. We do apologize for all the inconvenience this may have caused but unfortunately we were unable to process your credit card. Please contact us at 1800-734-5870. so we may reprocess your order using a different credit card with a different CARDHOLDER (name, email, phone number, shipping and billing address).". I logged onto my credit card account and see that Motorola did indeed place a hold on my card, but for even more than the agreed amount. The amount currently being held is $606.50, with the following details "03/14/2016 014828 MOTOROLA MOBILITY LLC CHICAGO, IL $606.50". When I contacted Motorola at the above 800#, I was told that they had to release that current hold and I would have to start the repair/replacement process all over again because they couldn't get the hold information. So, 3-5 business days to release the hold, only to start all over after that. In my original confirmation email, I was told that my replacement phone would be mailed to me within 4 business days. Having to start this process all over again is going to put me well past that time, and into unknown time to receive my device.

Desired Settlement: I would like Motorola to send me my replacement device ASAP, rather than cause me to wait at least an additional week for a new one to maybe ship. Their repair/replacement customer service and system is terribly broken, as you can read about over and over again online. Right now, they are holding $606.50 against my credit card, and I'm getting zero resolution from them, other than you have to wait another week and we'll start this process from the beginning. That is unacceptable customer service. I have purchased multiple mobile phones directly from Motorola, but unless they can resolve this quickly, this will most definitely be my last.

Business Response: An RMA was created for the customer. Her device was received yesterday, 4/5. Once the device is evaluated it will either be repaired or replaced and then shipped back out to the customer. The customer will be notified via email once it ships out. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

The repaired phone arrived, missing my Verizon sim card, which I'm having to pay $25 to replace, and more scratches around the edges than it left with.  This has been nothing but a disappointing experience from the second I filed the first claim. 

 


Sincerely,

******* ********

Business Response:

We will be reaching out to the customer. 

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/13/15, I opened an Advance Exchange ticket for warranty replacement on my 1st gen moto X (RMA: 151014-012303). I received the replacement device on 10/16/15. However, the replacement device I received was defective. When I called support, I was told that I could open a warranty replacement ticket on the new device, and keep my original device until I had received a functional warranty replacement. I then sent in the replacement device with RMA 151018-007532, opened on 10/17/15. I received the 2nd replacement device on 10/29/15, and thereafter promptly sent back my original device on the open advance exchange ticket. The device was received by Motorola on 11/9/15, and I received a confirmation email from Motorola. However, on 11/3/15, I was informed via email that I would be charged for the cost of my device, since it had not been returned. My card was charged $273.75 on 11/6/15. I expected for the debit to be reimbursed upon receipt of the device, but it never was. On 12/9/15, I called the Repair and escalation team and reported the issue, and was told that the money would be reimbursed. It never was. Some of this information might be found under RMA 151210-014187.

Desired Settlement: I would like to be reimbursed the $273.75 that was charged erroneously. If possible, I would also like to be reimbursed the $24.99 advance exchange program fee, as reparation for an extremely poor support experience. It is unacceptable to improperly charge a consumer, and offer no means of remuneration through the typical support channels. I trust that the Motorola team will do the right thing and make the appropriate billing adjustment.

Business Response: We will be reaching out to the customer and are working on processing the refund. 

4/21/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is regarding a Moto X Pure Edition repair service I requested with Motorola. The phone stopped reading Sim card and I requested repair service on March 11. Phone IMEI/MEID Number: 355486060753565. RMA Number: 160312-015184. On March 16, I received a notification from Motorola by email, indicating that the phone was received by the repair service. Absolutely no update from Motorola since then. Motorola's online tracking service give zero information. Calling support help directs to another department (Escalation Department) where they tell me that the phone cannot be repaired and therefore a replacement unit would be shipped when it is available. When a replacement unit will be available they cannot tell. It's been almost a month and nothing has changed. I find the inability of a company like Motorola to supply a replacement unit, thus honoring its standard warranty service, within a reasonably short time (5-7 business days, according to Motorola website) very disappointing. More importantly, it seems Motorola is not making any effort to supply the promised replacement unit because I have received absolutely zero update from Motorola since the unit was delivered to Motorola. Now comes the most disappointing part. A few days ago, I get the following automated message from Motorola: "We have not heard from you concerning your request for support in the 72 hours since we sent you a response. Consequently, we have changed the status of your question to Solved." Firstly, I have not received any response from Motorola. Secondly, how can the status of my question be turned to Solved when my phone has not been fixed or a replacement unit has not even been shipped? Please, send the replacement Moto X Pure phone as soon as possible. That's my only request.

Desired Settlement: Please, send the replacement Moto X Pure Edition 32Gb White version.

Business Response: The customer's replacement is shipping today via ***** via tracking number is **** **** ****. 

Consumer Response:  
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,

****** ***********

4/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After discovering a manufacturer defect in my phone, they promised to supply a replacement device to me within 5-6 business days from my request. 8 Business days after I ordered the replacement, I called back and they advised me that the phone had not shipped yet due to being out of stock, but they guaranteed that it would ship within two additional business days. 3 Business days later, I called back and they told me that I should expect my replacement in perhaps up to 2 weeks, as they can't seem to locate a single replacement. Motorola record all conversations, so they should have recordings of them guaranteeing replacements in those time frames. I purchase this from Amazon, and many recent reviews indicate that Motorola is in deed running a scam with their warranty service department.

Desired Settlement: I would either like a full refund for my device, or else an expedited replacement device at the full expense of Motorola.

Business Response: The customer spoke with our Repair Escalation Team on 4/8 and requested their RMA be cancelled. We would be happy to replace the device. However, because the customer has cancelled their RMA it can not be replaced and a new RMA would need to be created. The device was purchased from ******. Therefore, if the customer wishes to be refunded they would need to return the device to ****** and receive the refund from ******. 

4/19/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SUMMARY OF THE TIMELINE OF THE ISSUE: - 12/12/15 I ordered a customized Moto X Pure Edition using the Moto Maker for $489.37 - 12/19/15 I received 1st phone -12/22/15 I sent a message to Customer Service online -12/23/15 I was sent a Moto Maker Code to re-create my device & be sent a new one - 01/02/16 I received 2nd phone - 01/13/16 1st phone arrived at Motorola Service Center (MSC) - 01/27/16 2nd phone worked until the charging port malfunctioned, and would not charge when plugged into Turbo charger; initially thought the issue was Turbo charger; requested a replacement charger. The same day I plugged the 2nd phone into a regular wall charger only to realize that the issue was not the Turbo charger, it was the phone itself - 01/28/16 I called to repair or replace the 2nd phone; was informed that I would have to pay $24.99 + a $500 refundable deposit to be sent a new device, or take advantage of the "Repair and Return" service. Since the repair I needed seemed doable, I chose "Repair and Return" - 02/13/16 2nd phone arrived at MSC - 02/19/16 I had not received an update on repair to 2nd phone, so I called again; was informed 2nd phone was not repairable & that Motorola had decided to send me a replacement device. - 03/04/16 I received the 3rd phone; *** antenna did not work - 03/05/16 I called Motorola to request a replacement device be sent to me. I was initially told that I would HAVE to pay for a replacement, but passionately & persistently insisted that either a new phone be sent to me free of charge, or I be given a full refund - 03/10/16 3rd phone arrived at MSC - 03/28/16 I received 4th phone w/ a broken piece - 03/29/16 I contacted Motorola for 4th phone to be repaired - 03/30/16 4th phone arrived at MSC - 04/05/16 I received 4th phone w/ same broken piece

Desired Settlement: I have lost all hope that I will receive a fully functioning, non-broken Moto X Pure Edition from the Motorola Service Center (MSC). Thus, my desired outcome is that I be given a FULL REFUND of $489.37 to the payment method I used for my initial order. This back and forth is tiring, and the pressure I received to pay to replace the device that I received with a nonfunctional GSM antenna (3rd phone) in place of the phone I sent to the MSC for repair that had a fully functioning *** antenna (2nd phone) is completely unacceptable.

Business Response: We will be allowing the customer to return the defective replacement for a refund of the original order. 

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have recived two phones that have been blocked by there imei from motorola out the box from your repair center. Rma number is ******-******. imei number is *************** i have been on hold for ever 2.5 hours with diffent people from your "repair department" i just want a working phone is that to much to ask for? its been two weeks and a half week now Called my carrior gave them imei and was told that imei *************** was blocked on march 26th of this year. the phone was sent to me on the 30th per your packing list that i recived with the phone i would like a working ***** 6 or a refund worth the value of it * ****** is my Carrier. blocked i just sent it back with a label from you rma number *************

Desired Settlement: A working ***** 6 or refund worth the cost of the phone 300$

Business Response: We are working on shipping a replacement via RMA ******-******. I am reaching out to the customer. 

4/19/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have a defective charging port on my new cellphone requiring a warranty repair. Motorola sent me ***** prepaid Ground with instructions recommending I use the free packing materials available at the ***** shipping center. Upon shipment I found this to be false and that only free packing was available for Express shipments in which this should have been. I contacted Motorola again and informed them that it cost me money for packing due to their false claims and that I needed express shipping due to the nature of my job requiring my cellphone. They were oblivious to my concerns and ****** and ***** the managers only offered to personally see that my repair is expedited same day that it arrives which wasn't for 4 days after shipment!! Phone arrived on a Thursday and I have placed calls with them every day. Each time I got the same response from supervisors that they would get it repaired right away and then contact me with an update. ***** claimed he was the main manager and made the same promises. Over a week later I still have no phone and not one communication or update from anyone there.

Desired Settlement: I would like to be refunded the $*** I paid for this phone as I have had to purchase a brand new phone from a more reliable manufacturer in order to perform my job for the 10 days I would not have had a working cellphone. I would also like this information to be available as a warning to anyone who might go down the same path as me with Motorola.

Business Response:

The customers device is being return unrepaired. The bootloader on the device has been unlocked. This voids our 1 year manufacture warranty. Therefore, we will not repair or replace the device. Our warranty can be found at the below link. 

https://motorola-global-portal.custhelp.com/************************************************************************************************************

Consumer Response:
Complaint: ********

I am rejecting this response because:  I have presented sufficient explanation of my experience.  Any reasonable arbitrator will see through the false information and cover up on the part of Motorola. A respectable company would have admitted their failure of customer service, apologized and tried to make it right.  You have to admit how comical it is that for 2 weeks they tried to get me to accept inferior replacements and never made mention of any bootloaders or void warranties?  Also funny how they have no explanation for this as well.  I have confirmed with a technician who knows more about the false technical accusations made by motorola then I do.  She ensured to me that my bootloader is locked and my phone has original firmware images...I don't know exactly what that means in technical terms aside from that it confirms the lie and cover up.  I wish to reject Motorola's conclusion and hopefully this incident can be available to the public when searching for information to guide them on a new purchase.  I plan on researching and donating the phone to ********************* or another good cause to try to find some positive in an otherwise horrible experience.

Sincerely,

***** ******

Business Response: When the device was received and reviewed by our technicians the bootloader on the device was unlocked. This voids our 1 year manufacture warranty, therefore we will be unable to replace/repair the device. 

4/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Moto X Pure directly from the Motorola company website for over $***. 4-5 months after buying the phone, part of the touchscreen broke. After a tremendous hassle involving many hours, a long trip, and talking to over half a dozen customer service reps, I finally was able to get my phone shipped back to them. Eventually, after more shenanigans where they are one point declared my case closed because I hadn't contacted them in 72 hours, even though they received my phone that very day (Per *****), Motorola finally acknowledged receiving the phone and looked at it. Motorola eventually refused to repair the phone under warranty. They claimed the damage was owner negligence rather than a defective product and wanted $200 for repairs. I maintain that the substantive damage to the product was in fact a manufacturer's defect, and should be covered by warranty. I spoke to over a dozen people and got no satisfaction. Eventually, my phone was shipped back unrepaired. This just scratches the surface of what went on, I have to be brief to stay within the character limit for a complaint. As a loyal Motorola customer of many years, buying a flagship phone directly from the company with no intermediaries taking cuts of the profit, I expected that they'd see the value of retaining me as a customer instead of stonewalling repairs and trying to ring yet more money out of me while I am still paying off the credit card bill from the top of the line phone I bought from them. In the past, I've recommend Motorola to others, who've bought Motorola phones. I have already recommended to four people buying phones not to buy Motorola phones based on this incident, and they purchased ** phones instead. If a company won't stand by an expensive product purchased directly from them, that is very sad. I had a horrible experience. The company seems to be going downhill since it was purchased by ******.

Desired Settlement: Ideally, I would be shipped a new Moto X Pure 64 gigs internal constructed to the custom specifications on the phone I initially had. A refurbished Moto X Pure 64 gigs would be better than nothing, even if it is just a generic black phone rather than the custom phone I initially bought. A full refund would also work, and a partial refund would be better than nothing. Essentially, I am asking them to truly stand by their product and provide a like product or a refund as compensation. I have already sent them my phone and had it sent back, so please don't ask for my phone again. That experience was horrible. Not doing it again. Please don't contact me if you are not willing to offer some sort of replacement or refund. I've spoken to probably a total of 15 or more of your employees to date. I don't think I can take any more unless it's to provide a resolution as described above.

Business Response:

When the customer processed their exchange they did not state anything about the device having a broken display. When the device was received it was received with a crack in the display. This is considered cosmetic damage and is not covered under the 1 year manufacture warranty. Our warranty can be found at the link below. 

https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf

We would be happy to repair or replace the customers device. However, they would need to pay the fees for the damage. If the customer does not wish to do this we consider this resolved. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

The business still refuses to repair or replace the phone at no additional charge as stipulated to in the warranty, even though I am well within the warranty time period and manufacturer's defects are covered by the warranty.  See previous messages for details.

Sincerely,

********* *****

Business Response: The customers device has cosmetic damage which is not covered under the 1 year manufacture warranty. We would be happy to repair/replace the device. However, we will not waive the fee. 

4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Known problem with the 2015 Moto X Pure Speaker Grill. A simple google search for "Moto X Pure Speaker Grill" shows that the entire first page of results indicates a manufacturing problem with the grill: https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=moto+x+pure+speaker+grill My unit, purchased new, had the problem. Loose grill about 2 weeks into use. Tried to resolve with Motorola support. Sent unit back. Received unit back with no fix. Called back, Moto support set up new ticket. Returned phone again. Received phone again, not fixed, different backing on phone. Moto support is dysfunctional. They returned product with different parts, and problem not fixed. When on hold with support rep, call dropped. Did not call me back. When I called back (on hold again, etc), they told me they do not call back existing trouble tickets, due to high volume of new calls. Severely broken support system. It would be like if you got a burger @ ********* **** * ***** ** **, and their solution was to put you back at the end of the line, to order again.

Desired Settlement: Exchange of product

Business Response: We are working with the customer and will be sending a replacement. 

Consumer Response:

 
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.

 

Motorola Customer Care [Incident: *************]


Sincerely,

***** ******

4/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In the first week of February I sent my phone, under warranty, (Motorola G 3rd Generation) in to Motorola for repairs. There was physical damage so I had to pay $60 in order for the repairs. Motorola said that if the damage cannot be fixed, that they will send a like-new device. I received the device during the allotted time-frame. The phone they sent back to me, the supposedly "like-new" device was defective with multiple issues. This was the first problem I had with Motorola. I called the company and asked what I should do. The representative told me that I should file another warranty complaint, like I had done the first time, and that I would have to wait for the entire process to be done again. This alone was obnoxious, but I did what they said and sent the defective device back in order to get a new one. This was around February 29th. The device arrived in their facilities a week later, March 7th. They said, on their website, that their repairs take between 3-5 business days. But by the 12th no device had been shipped, Fedex sent out notifications to me previously when the 1st defective device was shipped. I also could not track the device through Motorola's program. So I called them and asked what was going on with my device. In the next two weeks I called Motorola at least 8 times asking what was going on with my device, and spending at least 3-5 hours with them, I learned that their was no stock available (of like-new devices) for Virgin Mobile MotoGs. But the first few times I called no representative had any idea where my phone was, and it wasn't until I spoke to the supervisors that I learned this. During this time I was receiving no emails from Motorola and I always had to take the initiative. The last time I spoke to a representative, 3/22, he told me that he would contact the higher departments in order to address my situation and have a response for me by the 24th. But on the 24th, I received an email saying the higher departments had no answer yet

Desired Settlement: I would simply like Motorola to give me a working new phone, of the same model and without any defects, like I paid for. They never advertised to me that receiving a phone was dependent on stock. They also have no idea when any new stock will become available (actual words from the representative), just an "idea" or a "hope." As of now I have not had a phone for 2 months and if Motorola had simply provided me a working phone the first time none of this would have happened.

Business Response: The device is shipping today via ***** tracking number **** **** ****.

4/16/2016 Problems with Product/Service
4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Motorola repair in ft worth received my moto x pure last tuesday. They told me me today when I called that they have no parts to repair my dead phone. They may have parts this weekend bur can not commit to when it will be returned. The also said they could send my dead phone back to me which makes no sense. The phone was purchase last december is still under warranty

Desired Settlement: I want my phone repaired or replaced under warranty.

Business Response: The device is shipping out today via ***** tracking number **** **** ****. 

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent a phone into repair. Every time I call I get told someone will call me tomorrow. Have waited over two months. I still have no phone.

Desired Settlement: A phone that works would be nice.

Business Response: The customers replacement is shipping via ***** tracking number ************. 

Business Response: The customers device was delivered today via FedEx tracking number ************

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

It took over 2 months to get a response. I phoned many times and was always told someone would call me the next day.

Does Motorola only respond when someone complains on BBB?

Now I have a replacement phone that I purchased in the two months. How many hours of my life did I waste dealing with Motorola? Any chance of an apology?

Motorola is more interested in making sure there BBB rating stays clean and couldn't care less about the thousands of other customers who simply gave up on dealing with such an inept bureaucracy.

Yes I got the phone that was delivered and no I haven't had a chance to test that it works properly yet.

Sincerely,

***** ****

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint is regarding a broken Motorola cell phone originally purchased through ******* Wireless. ******* indicated that, since the phone was originally a special customized order, the replacement would have to be secured through Motorola directly. I contacted them on March 23, 2016 and was told I would receive a replacement phone shipped in 4-5 business days. On April 4, I contacted Motorola regarding the last of any communication from them. They informed me at this time that I would receive an email and PIN to order my replacement directly online. On April 5, I receive an email indicating that my PIN had been sent but it indicated the wrong email. Contacted them again on April 7 to correct the email and was told I would receive the PIN within 24-48 hours. Called again on April 11 and was informed that the PIN had expired and it would take 48 hours to reset the PIN. Once I received the PIN, I could would have to call and get the PIN over the phone.

Desired Settlement: I would like this matter looked into by the Better Business Bureau. I feel that Motorola is intentionally giving me the run around. When I became upset with yet another story, they disconnected me. At this point, I have no faith that this matter will ever be resolved. The phone is less than 5 months old and belongs to my daughter who now has to travel to and from school and work without any means to communicate for almost a month.

Business Response: The X code has been sent to email address *************@yahoo.com and is active until 5/26/2016. The customer can go to www.motorola.com/us/designit to place their order. 

Consumer Response:
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,

******** ********

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought new cell phone that screen broke after 30 days. Want them to replace or repair and supply temporary phones as they do so but there is no way to talk to anyone except to file online, and wait with no phone while they decide after you give them a credit card which they charge ****** on in case they decide to charge you for the temp phone and/ or repairs. As I cannot get a live person to verify this which I will not do for a $***** phone give them ******. 800 *** **** is so called tech support but I've tried for a week now, its just continuous advertisements, no live person ever answers and it hangs up. I just want the warranty honored.

Desired Settlement: At the point a refund and get phone from a more customer friendly company but will take exchange for new unbroken phone. This is my only phone and I am disabled, I can't be without while they take ******, which do not have either, to decide if they are going to repair or send a replacement

Business Response:

Depending on the model of device the customer has the repair/replacement costs differ. We have 2 replacement/repair options available.  We do not supply loaner/temporary devices. The customer needs to call customer service at 800-******** to discuss replacement options, this phone number is in working order. 

4/9/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service
4/8/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/6/2016 Guarantee/Warranty Issues
4/5/2016 Guarantee/Warranty Issues
4/5/2016 Guarantee/Warranty Issues
4/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my phone Moto * *** Gen for replacement/repair on 3/10. The phone was delivered to Motorola on 3/12. As of 3/24 there is no sight of any replacement phone to be shipped. I called Motorola multiple times and I heard many different stories about when or why a replacement phone was not sent (they offered to send me a different model - didn't happen; they promised to send within 48h - didn't happen; they promised to send this week - didn't happen). At this time, 3/24, I don't know when, and if ever, I am going to get my phone back. Having a working phone is a safety and business requirement for me.

Desired Settlement: The phone was bought at ******* ********. I would like to get my money back. I lost any trust in Motorola's ability to fulfill their warranty obligations.

Business Response: We are not in the position to refund the customer but will be reaching out to resolve. 

Consumer Response:  
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,

**** ******

3/31/2016 Problems with Product/Service
3/30/2016 Problems with Product/Service
3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Motorola? Moto E. It never worked, I sent it to Motorola FIVE TIMES to get fixed and each time they sent me back a phone that still didn't work. In three instances they claimed they had sent me a new phone but in reality just sent me the same broken phone, claiming they made a mistake when I called them on it. Now they are claiming my warranty has expired and I have to pay them to get the phone repaired or replaced, which is ridiculous since I never had a working phone and didn't even have possession of the phone for 99% of the warranty period since it was always with Motorola being repaid - or not being repaired as the case was.

Desired Settlement: I want nothing less than a full refund and an apology for wasting over a hundred hours of my time.

Business Response: If the customer wishes to process another replacement they must first go through trouble shooting with our Level 3 Technical support. If trouble shooting is deemed unsuccessful we would be happy to replace the device under our normal replacement options. The customer is out of warranty and would need to pay a fee if they wish to replace the device.  We will not be refunding the customer. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

Yet again, like a broken record, Motorola has refused to address the issue at hand: the warranty was never honored.  That is the issue and they have consistently failed to respond to this issue.  I consider this open and unresolved until they address this issue.


Sincerely,

Thomas Bell

Business Response: The customers warranty is over. As stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processed. If troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty fee. Again if the customer does not wish to do this we consider this resolved.

3/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Motorola has issued four RMA's over the last 30 days for my defective phone purchased in September of 2015. Motorola requested a credit card to be held for $*** and a $***** service fee for advance exchange, 2.5 times their listed process on the website. This RMA order was canceled later, stating a problem with my card. Research with the bank indicated no problem and further contact with Motorola indicated it was canceled because they needed a $*** hold. This was agreed to under protest regarding their posted policy and pricing. Both replacement devices that Motorola has sent have been returned to Motorola, as they were unsatisfactory replacements. Motorola has not provided a correctly configured, functional, and uncompromised replacement for my phone. Once carried the possibility of a mistake, even though the mistake of sending out a compromised phone is unthinkable. The second replacement was returned indicating an issue with volume and power keys, even though there was not an issue with them, and did not address the compromised software, nor the incorrect configuration, despite all assurances that Motorola would correct these issues. Motorola has seen seen fit to charge me 5x their posted pricing for advanced exchanges, all due to failures within the Motorola process and through no fault of my own. Motorola has chosen not to correct their mistake on multiple occasions, falling back on the rhetoric of "We can not go outside of our normal policies." A reasonable person can not be asked to accept that normal policies include sending out incorrectly configured, compromised phones, under warranty/advanced exchange and penalizing the customer for Motorola's mistakes.

Desired Settlement: Motorola has demonstrated on multiple occasions their inability to provide a suitable replacement, as well as the inability to correct their errors. At this time I have no option left but to consider the $*** transaction as fraudulent, and the bank agrees. Additionally since Motorola has demonstrated they are unable to satisfy their warranty policy, I am asking to return my original phone to Motorola and receive a refund for the both the phone and Motocare policy that was purchased with it. I wish to keep the Moto 360 and Keylink that I purchased with the phone. There are two refunds being sought out here. One for the fraudulent charge due to the failed advanced exchange, and another for the original device and the MotoCare policy. Additionally an apology for my time consumed with 41 emails, several hours on the phone, and multiple hours wasted moving between the phones, and returning them would be appreciated.

Business Response: A replacement device was sent out to the customer via FedEx tracking number ************ and is expected to be delivered on Monday, 3/7. The $*** charge from the customers first RMA ******-****** will be refunded when we received back the customers original device. The customer purchased their device on 9/15/2015. Therefore, we will not be refunding the customer for their original order because they are outside of our 14 day return time.  We will monitor the original RMA, once the device is received back we will process the refund for the $*** charge and inform the customer when it is completed. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

We will reach out is not a resolution. Yes Company reached out, but refused to take any action other than forcing me to accept another replacement of the phone, this time with a a brand new phone. Refused to offer explanation as to why they would not offer a full refund after 3 failed replacements. New replacement Phone has been delivered, software was not modified, but has already had bluetooth fail once over the weekend. The bluetooth radio was able to be restarted after powercycling the phone. If it fails again we are back to where we started with this ordeal with failure number five from this company. How much of my time are you going to waste Motorola?


Sincerely,

Clarence ******

Business Response: The customer is going to be returning the devices they are in possession of and we will be refunding the customer for their original order. 

3/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Business refuses to honor purchased extended warranty. My phone purchased directly from Motorola has been having issues approx 18 months after purchase. With extended warranty I expected for my phone to be repaired or replaced with exact same phone, but apparently they do not stock the parts anymore. I was offered several alternatives, none of which are acceptable to me (either a phone that is MUCH larger, or a phone that has much less storage). I have filed request, and paid $** to receive replacement before I sent in old phone so I'd have something to use in meantime. Was told to expect replacement in 4 business days. I called a week later and apparently they have no parts/replacements and were just waiting for ME to call them (despite taking my money for replacement). Told me they would call within 48 hours with update on inventory. I had to call them 4 days later and they offered to replace with a newer phone with less storage, OR another newer phone with less storage space. Finally I escalated to supervisor to offered me a newer phone with same storage, but this newer phone has a SIX inch screen. This is WAY too big for my hands and not a phone I would've purchased or chosen to use, but it is the "best they can do." I feel like I got ripped off (purchasing a phone in part because of the extended warranty) and would've made another purchase had I known that they would not honor the warranty only 18 months into 24 month warranty.

Desired Settlement: I think they should issue a full refund of initial purchase price plus cost of extended warranty which company will not honor.

Business Response: We will be refunding the customer. 

3/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last October/November I received a customized Moto X pure edition which I was not happy with and tried to have replaced to first be told that because I had exceeded the 14 day return policy I was stuck with it. Since then I had noticed some defects with the phone such as the battery draining faster than normal. Since then I have sent it in to their repair facility twice and to be told the only thing they can do is repair or replace for a like for like device which I have complained and argued and fought with since back in October for. I am disappointed with Motorola's lack of customer service that I was willing to make a concession to accept a generic device basic black on black but to have an agent inform me it would not have the available memory that I have on mine. This experience will never have me buy anything related to Motorola. I have tried to be reasonable. I have called multiple times to be placed on hold and disconnected and never received a call back. I am over this whole situation and ready to go legal action.

Desired Settlement: Either a complete refund for what I purchased or a custom made model with necessary upgrades as compensation for the rude and lack of customer service in handling this issue. No calls back to me about or emails saying that about the company absurd warranty polices.

Business Response: A like for like replacement device is shipping via FedEx tracking number ************. 

Consumer Response:  
Complaint: ********

I am rejecting this response because, I have asked since November to redesign my device and have been given excuses that first it was too long out of date to return I had a two week return policy mind you they build the phone in three weeks. The device has been faulty since receiving it and having them tell me all I am getting is like for like for a design I didn't like upon receiving is unacceptable. Either they can give me the chance to redo my device like how I want or a complete  refund 

Sincerely,

Jeffrey *******

Business Response: Our warranty states the we will repair or replace the device with a like for like device. A device was shipped to the customer via FedEx tracking number ************ and is expected to be delivered on 3/29. We will not be providing an X code to redesign a new device and consider this resolved. 

3/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a cell phone in for warranty work and it was received on 2/18/16 with a promised return within 3-5 business days. After a week I called and was told to "be patient, it was on it's way soon." A week later I checked the online status of my repair and found the case was closed. I then made several calls to their repair hotline, spent hours on hold, and was told my order was closed by the system on accident. I was told repeatedly that they were working on a system glitch and to be patient. Every call ended with "we're working on a system glitch because when we try to reopen your repair, it wants to charge us a lot of money for an out of warranty fee." I was them told that IT was working on the issue and again to "be patient." After calling a supervisor hotline, the rep was able to reopen the case again and said I should have my phone in 3-5 days. I also tweeted Motorola support and was told 3-5 days. This was 14 days ago. Nobody I have talked to cares about the issue. They all read the same script with zero empathy and when I express how dissatisfied I am, nobody says a thing aside from "be patient." I have been paying for a phone I can't use for a month now with no resolution in sight. The new tracking (RMA) number is *************. The original RMA is ******-******.

Desired Settlement: I would like my order completed. The phone sent back to me with overnight shipping, and some form of goodwill restitution. I have owned Motorola phones for 8 years and this experience has made me a detractor of the entire company.

Business Response: We have sent the customer and X code to order a new device. 

Business Response: I will be reaching out to the customer. 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I am not satisfied with the resolution but at this point I am tired of dealing with it. Motorola's resolution was to replace my phone with a different design that does NOT include the exclusive features of my original model. It does not have the exclusive color, leather back, or engraving. To get the leather and engraving it would have cost me more and the exclusive color, I was told, was not an option. 

 

I have accepted the replacement phone because I NEED a phone and can no longer afford to wait. I am NOT satisfied but the matter can be closed. I will take my future business elsewhere. 

Sincerely,

******* ******

3/25/2016 Problems with Product/Service
3/24/2016 Advertising/Sales Issues
3/24/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/22/2016 Guarantee/Warranty Issues
3/18/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
3/17/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/17/2016 Problems with Product/Service
3/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: First of all I purchased the Moto 360 about 11 months ago now. In January I had an issue that I reported to Motorola an I worked with them for about a week to resolve the issue and could not. So Motorola said since it was still covered by the warranty they would replace it. I sent the watch in to them. For a few days after they received it the keep telling me it is not in stock so several agents told me they would upgrade me for the inconvenience. Almost two weeks later they sent me the wrong watch. I called and had to talk to two separate people for over an hour before they told me they would send me a shipping label so I can ship it back and get the correct watch. I shipped it back and again was not in stock so I waited and about a week or so later I received a watch that looked dirty but they failed to send me the extra links so it wouldn't fit. I called them again and they said they would send me some links. A few days later I revived the links that did not match the watch. The links were a different color of gold. So I put the links on so I could wear it. I wore it for a few days and realized that the watch they had just sent me had the same issue as the watch that I had sent to them to be replaced in the first place. I called back even more frustrated now that it is nearly two months since I started this process. I requested that they send me the new watch in advance so I wouldn't have to go without a watch totally and they told me I would have to pay a fee for them to do that. After talking to a supervisor for about 45 minutes they cut me off told me to hold. I waited on hold for about 45 minutes. My wife called on her phone and was told that the department closed. I called back then told them I will just send it back. I mailed it back to them and once again it was out of stock. So I requested a gen 2 upgrade and was denied.

Desired Settlement: I am sick of dealing with this. i have wasted hours of my time talking to this company. I will only accept a gold gen 2 upgrade or my $260 back. Sending me the watch I requested two months ago doesn't cut it.

Business Response: We will be reaching out to the customer. 

Consumer Response:
Complaint: ********

I am rejecting this response because:
I have received horrible service and I deserve much more than what was offered. I have been threw way to much to be told that they will do nothing more then give me a watch I don't want.
Sincerely,

****** *****

Business Response: A brand new replacement was shipped out today via ***** tracking number ************. 

3/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Moto 360 2nd generation from Motorola on 10/8/2015 and the item is lost at delivery. I filed a loss of delivery with Motorola and called/emailed Motorola several times to get updates. According to Motorola representative, Motorola has communicated with ***** on the issue and ***** informed Motorola that the package was left at the garage of the building. However, the building does not have any garage area. At another conversation, Motorola claimed that ***** found the package and wanted me to call ***** to pick up the package. When I called *****, they informed me that the delivery case is closed and they cannot provide me with any information. I called several times since last time and no one can give me an answer on the status of the case. My order number is ******** and incident number with Motorola is *************.

Desired Settlement: Please refund $320.99 to me.

Business Response: The customer's order was delivered via *** ** tracking number ************ on 10/19. Per ***** the package was delivered under the stairs near the trash bin. We are not in the position to refund the customer. 

Consumer Response:
Complaint: ********

I am rejecting this response because: The fact is the package is lost at delivery. The truth is I woke up at 6am waiting for the package. No one ring the door bill for the entire morning. When I found the delivered status changed to "delivered" on line, I ran downstairs immediately and cannot find the package. According to my conversation with Motorola customer service, the lost of claim has been filed with *****. 

Sincerely,

******* ****

Business Response: We will not be refunding the customer and consider this resolved. Per ***** the package was left at the correct residence. 

3/15/2016 Problems with Product/Service
3/15/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2015 I contacted Motorola's repair department do to an issue with my mobile device, my phone was quickly replaced and all was said and done until roughly three weeks later when my replacement device started showing signs of similar issues. I immediately got back in contact and sent my device in for repair on 12/31/2015. After 11 days of no update on the status of my phone I called and spoke to a "repair escalation" associate who informed me that there was physical damage upon receipt of my device, i mentioned that there was no damage to the device whatsoever when it was sent to them, the agent said the next step would be to file a claim with the mail carrier and that the case would be under review for another 7-10 business days, 10 days later i called back after no communication and was told that there was never a claim filed and that I needed to do it myself, I spoke with the mail carriers claims department and was told that no claim would be accepted from me and that it was Motorola's responsibility, i contacted Motorola again and made the agent aware of my predicament and he informed me that he would personally handle the claim and it would be yet another 7-10 business days for a response from the delivery service. After 9 days i called repair escalations and was told the claim was denied and that I could either pay a damaged item fee of $125.00 or have them return my now damaged, defective device. I opted for them to send me my device, the agent mentioned that tracking info would be sent to my email within 72 hours. after constant contact with multiple agents at the repair escalations department over the past several weeks, I have yet to receive any tracking info for my device. I have now been without my mobile device for 2 months and 10 days.

Desired Settlement: All I ask is that my time and frustration be taken into sincere consideration in conducting the completion of my claim and replacing my defective device with a fully functioning unit.

Business Response: The customers device is being return unrepaired. It is being shipped via ***** tracking number ************. We consider this resolved. 

Consumer Response:
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,

****** ******

3/12/2016 Problems with Product/Service | Complaint Details Unavailable
3/12/2016 Problems with Product/Service
3/9/2016 Guarantee/Warranty Issues
3/5/2016 Guarantee/Warranty Issues
3/4/2016 Problems with Product/Service
3/2/2016 Problems with Product/Service
3/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On February 13th I ordered two 32GB Motorola X Pure's from Motorola. 3 days later I received an email stating if I had purchased the 64GB versions (which are only $50 more) that I'd receive a Moto360 for free with each phone. I quickly contacted Motorola to take advantage of this offer and see if it could be applied. I'd hate to think I spent $1,000, knowing if I spent just $100 more I could have had $400 worth of free watches. I contacted Motorola online first and was told, "There was no way for me to take advantage of this offer." So I tried calling in, I spoke with an agent and a supervisor. Both told me the same thing. However, the Supervisor said I could place a new order for another two phones at $1,100 to get the offer and then they would see about processing a return for my first order. This didn't seem like a customer friendly solution. So after 30 minutes on the phone they were only able to really give me the information I had already provided. I also tried contacting Motorola through Facebook and they just told me to call in, which was again pointless. I really feel Motorola could have done a better job here. I wasn't requesting anything unfair. I gladly would have paid the $100 difference for the watches if necessary. I received my phones 2 days later, but don't feel great about the purchase.

Desired Settlement: I would like to be able to take advantage of the offer without spending another $1,100 and waiting for a refund that may never come.

Business Response: If the customer wished to take advantage of the promotion they would have had to placed their order during the promotion. The promotion is no longer valid and we will not be adjusting the customers order. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I DID contact the company WHILE the promotion was running.  MULTIPLE TIMES!  I contacted them through Facebook, I contacted them through email, through online chat AND by phone.  This is an absolutely ludicrous response by someone who obviously didn't even bother to read the complaint.    

Sincerely,

***** ****

Business Response: As stated in order for the customer to take advantage of the promotion the order would have had to been placed during the promotion and for the 64GB models. We will not be adjusting the order to reflect the promotion. 

2/29/2016 Problems with Product/Service
2/27/2016 Problems with Product/Service
2/27/2016 Problems with Product/Service
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2/25/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service | Complaint Details Unavailable
2/24/2016 Problems with Product/Service
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1/21/2016 Problems with Product/Service
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1/15/2016 Guarantee/Warranty Issues
1/15/2016 Problems with Product/Service
1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had problem after problem with this company the org phone I purchased from Verizon the razer phones have discontinued been d due to the phone having a defect issue that they blow up from the inside this is my 3rd phone from Motorola and having the same problem the screen turned pink and purple while I was talking on it then suddenly lost whole screen looks like it cracked or blew up inside turn hot after a 2 min call I spoke to cust service and said the phone is discontinued and they don't have any parts and cant be fixed or replaced d ue to them having nothing for the razor hd phones because the issues they have had that blow up

Business Response: The customer's device is obsolete (no longer manufactured and we no longer carry the parts). The customer is also out of warranty, the device the customer is requesting be replaced is a replacement device that was sent to them in January 2014. Replacement devices has a 90 day warranty or the remaining warranty on the original device. If the customer is within the 1 year manufacture warranty we need a valid receipt or proof of purchased to proceed further. If the customer does not have a receipt or proof of purchase we will not be replacing the device and consider this resolved. 

1/14/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service
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1/10/2016 Problems with Product/Service
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1/9/2016 Advertising/Sales Issues
1/7/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally purchased a Moto 360 1st Gen Smartwatch in November with a leather band and also purchased an official Motorola metal band. I went to an authorized watch repair shop to put the metal band on the watch. 3 weeks after purchase, the watch malfunctioned due to a known software upgrade issue affecting thousands of other watches. In initial RMA call, Motorola rep stated clearly that in me sending the watch with metal band attached and packaging of metal band to show proof of purchase of the band, I would in return receive the Moto 360 with metal band attached in return. Initial Incident number from Motorola is 151120-001957 initiated on November 19, 2015. The initial RMA agreed upon involved Motorola sending the metal banded watch and was to be shipped December 9, 2015. In order to execute this, I needed to return the watch to a Fed Ex drop off station for the RMA and then once received, they would continue the return. The watch received was incorrect, it was a black leather banded watch and not the metal banded (Motorola Order Ref # 2724587). I contacted Motorola customer service again to try to get this resolved. On Motorola's end, again, this required a return authorization to complete and they agreed upon an expedited return process for which i would receive the metal banded watch. I needed to repeat the leg work to go to a fed ex shipping location and return a watch sent to me in error by Motorola. Today (12/24/15), i again received the incorrect leather banded watch and not the metal banded agreed upon in all RMA discussions (Repair Order # 79859478, Outbound Device Number 2Z2J22TVHD9). I do not feel that I can get this issue resolved with Motorola alone as it has not been effectively resolved in over a month's time. I also am adamant that I should not do any more leg work in regards to watch return and the resolution I am outlining is very simple for the company to complete. This customer service experience has been completely unacceptable.

Desired Settlement: Expedite metal banded Moto 360 watch as originally outlined by Motorola rep in RMA call. This will only involve the sending of the correct watch (metal banded Moto 360 1st Generation) without any additional returns or legwork needed on my end.

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11011798, and find that this resolution is satisfactory to me.

Sincerely,

Lee *********

1/5/2016 Guarantee/Warranty Issues
1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a MOTO Watch last christmas and I have continuous issues with it working. I called numerous times few months after the purchase because I couldn't receive a text on the watch. The reason the watch was purchased was because of the ability to receive a text and speaks text. I went thru 4 weeks without using the watch before I got a replacement. Most recently in October, my watch is not responding to "get google" which is the main function of the watch. I called and spoke to Jennifer and she advised she would send me a label to return the Watch. I have received numerous emails from a Fernando that he needs a receipt. I am now getting the run around. I had to call again today and again they started a new case number. I spend too much time getting this watch repaired. I spend $300.00 plus taxes for a Watch that is not meeting up to standards advertised by Motorola.

Desired Settlement: Can I please get a Watch that works without all the run around. I need a Watch that works

Business Response: The customer spoke with our Repair Escalation Team yesterday and successfully processed an RMA for the exchange. Once we receive the customers defective device a replacement will ship out within 3-4 business days. 

Consumer Response:


Complaint: 10979666

I am rejecting this response because: this is the 3rd time I had to call in 1 month and I get the same response. 

I will wait to see if indeed I get a replacement. Each time I call, I get a different answer.

I will not accept until I get a replacement watch that works.

Sincerely,

Debra *******

Business Response: The customers device is expected to be delivered to us tomorrow via FedEx tracking number ***************. Once we receive it a replacement will ship out within 3-4 business days. 

Consumer Response:
Complaint: 10979666

I am rejecting this response because: I have not receive a replacement as of yet. I will not accept until I receive the watch and in fact working.

Sincerely,

Debra *******

Business Response: The customer's replacement was shipped out via FedEx tracking number ************ and was delivered to the customer on 12/21. We consider this resolved. 

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12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/27/2015 Problems with Product/Service
12/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a customer of Verizon Wireless, with that being said, the device I am having issues with is a Motorola Device. The Droid Turbo 2. I purchased my first device a day or so after its release. The device was working fine, until three weeks in (after the 14 day trial period) and lines started to appear on the screen. Green in color going up and down, within an hour of the first line, 10 or so more came. I called Verizon and was issued a replacement device. I informed them, that if it was to occur again, I would want t a different device, due to the unreliability of the device. Verizon informed me the remaining balance on the phone would need to be paid off in order for that to occur, and to call Motorola to see if they can cover the cost due to the device being defective. My second device came in and on the seventh day exactly at 2300, the device had the green line appear once again, followed by a second. I called Motorola and was informed by Ruben (EmID#5690) the supervisor of Santos (EmID#4336) that it was my "Bad luck" that two devices had "alleged" defects. I sent six pictures, showing the lines that had formed and was told by John (EmID#134248) that the lines were a "known" defect. With the last two customer service reps (Ruben and Santos) becoming hostile and upset with me over the phone, I realized it was going no where, I informed Ruben I have the calls recording and will be following through with a BBB complain. Because the device is now known, within a month of release, to have this defect, I feel as though I am being screwed over by the company. I am being charged the remaining balance of the device because they manufacture faulty equipment. I DO NOT want this device, I am an Active Duty service member and have to many contacts and information on my phone to have to constantly replace and reenter ever week or so. I bought a shatter proof phone... that doesn't shatter, but will cover the screen with green. I have lost all respect for Motorola.

Desired Settlement: I want the remaining balance with Verizon to be paid, so I can have a more reliable device. I will send the phone back to Motorola in a heart beat. I do not want it. The reliability is an embarrassment. I should not have to pay for their defective device.

Business Response: We will be reaching out to the customer to resolve. 

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Utilized moto care on a Motorola Pure X Edition phone back on 10/4/2015 and still have not received a replacement phone. Customer service has been the worst I have ever experienced! - Phone purchased and received on 9/22/15 - Moto Care purchased on 9/24/15 - Dropped phone and cracked screen 10/4/15 - sent via fed ex / per moto care instructions - since 10/4/15 - the insurance claim has been cancelled 3 times, both my son and I have been told that all is good and the phone is on it's way, but then for some reason motorola cancels the orders and we have to resubmit, repay and wait for no horrible results.

Desired Settlement: Replacement phone shipped no later than next week.

Business Response: We will be reaching out to the customer to resolve. 

Business Response: This is resolved. The customer was refunded on 12/14. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10967756, and find that this resolution is satisfactory to me.

Sincerely,

Kristen *** ****

12/24/2015 Guarantee/Warranty Issues
12/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a replacement phone through Motorola after my phone was damaged in a fall. They charged me $35 as a deductible for the protection plan, which is fine because the maximum is $49. I was told the replacement would be sent in 3-5 business days. I received a confirmation email after placing the order. I contacted Motorola on 5 occasions. The first time, I asked for a tracking number for fed ex and they asked for my address. The second time, it had been 3 business days and I had not received a shipping confirmation, the representative told me I would receive the device in 3-5 business days, but shipping times make that impossible. She told me to wait and I would get an email soon. The third time, it was 4 business days, and the rep was able to tell me that the phone ships in 3-5 business days, and then its 2 day shipping. That was totally understandable, and the rep said they would personally send me updates via email. I received no emails. The fourth time, it had been 6 business days, and the rep forwarded me to a resolution team. They told me I was on a wait list because they were backed up and they would put me on the top of the wait list. He said he would email me, he did not. The fifth time, it had been 7 business days. The rep told me that there were many customers waiting for devices. I told him that I understood this, but I did not understand why I had received no communication from Motorola about the issue. He apologized and said he would personally send me updates each day. I never heard from him again. Finally, after 8 business days (15 days total), I received a link to build my replacement device. The link brought me to a site where I designed the phone, it said free, but on checkout it charged $25 for the device plus tax. So now I have been charged $60 plus tax for a replacement phone I was supposed to have last week, but will now not arrive until December 29 (26 days after placing the order). That is almost a month without a functioning cell phone.

Desired Settlement: I would like a refund of AT LEAST the $25 I was charged for the replacement phone that was listed as free prior to checkout. Ideally I would like a full refund of the total $60 I was charged for this replacement, because of the treatment I received and the extended wait time without a functioning phone which I use for personal and business purposes for over two weeks. Several employees told me that they can't refund charges processed through MotoCare, but I would be happy with even a store credit. I am just appalled at the lack of customer service and the most basic communication. I would have completely fine with waiting if Motorola had sent a single email telling me about the delay and apologizing, but at this point I have had to put a lot of effort just to get basic information and now I am dealing with surprise charges.

Business Response: We will be refunding the customer the $26.50 and will reach out to the customer once it's completed. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11000737, and find that this resolution is satisfactory to me.

Sincerely,

Vincent ******

12/23/2015 Guarantee/Warranty Issues
12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I originally placed a repair order with Motorola for a cracked screen and paid a labor/parts fee and an advance exchange fee as to not be missing a phone during this exchange. 1st RMA #150818-001060 Unfortunately the refurbished phone I replaced had an issue with randomly rebooting on me, and I always knew when it happened because I would have to enter a pin to boot. At first it was a minor annoyance involving my phone being effectively off during the work day until I noticed it, but it got worse from once a day to multiple times (worst was 6 if I recall). I contacted Motorola repair/returns about it and followed their advice of removing this or that app, and factory resetting the phone. Sadly this didn't fix the issues, so I contacted them again to replace the defective device (2nd RMA 151109-004223) A hold of $500 was placed on my credit card as per normal. After getting my replacement and shipping back my defective phone I was still charged $24.00 (everyone in support kept saying $24.99 which made this more confusing). I was told I would be refunded in full when I mailed the phone in due to them sending me a defective one. They now claim they never offered that and would not be refund the $24.00 due to it being the advance exchange fee. Which makes a ton of sense, mail someone a broken phone then charge them to replace it /sarcasm Also I was transferred 5-6 times and hung up on once, but they are incapable of figuring out why, they also never offered to look into the person that told me I would be completely refunded even though they have records of who generated the 2nd exchange for me.

Desired Settlement: I would like a refund of the $24, this is such a waste of time, I'm not even doing this for the money at this point its just terrible customer service.

Business Response: We will be reaching out to the customer to resolve. 

12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I online ordered a new gen 2 moto X on Dec 1, 2014. My order was shipped on 12/8/2014. I recently found a issue with the speaker phone, tried all the methods i could so i don't have to send it for repair but all in vain. So i shipped my phone back for repair/replacement. They received it on 12/1/2015. I waited longer than i should have before sending my phone. By the time my phone arrived, work order expired. Agent told me nothing to worry sir (on 12/7/2015), I'll create a new work order and process your order. He clearly told me to wait for up to 2 days to receive the mail and asked me to call back then. Today i got a email saying my warranty has expired and I've to pay $125 to get my phone repaired as my phone has run out of warranty. This is insane. I sent my phone for the repair on 11-27-15, they claim they received it on 12-01-15. Even i count the days from when Motorola originally shipped me(12/8/2014) the phone to phone received for repair (12/1/2015), it's not 1 year. The agents are trying to take me for a ride and want to charge $125 for fixing the phone.

Desired Settlement: Motorola should care for their customers and be really sensitive about customers. My phone was still under warranty when they received it, so they should honor the warranty and be decent enough to replace it without any excuses.

Business Response: We will be reaching out to the customer to resolve. 

12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received a Moto 360 black metal band (1st generation) for Christmas last year. It was purchased from Amazon. Due to the fact that the product began breaking within a couple of weeks of having it, I contacted Motorola and they informed me they would provide me a certified pre-owned device. I instead chose to return the item to Amazon and receive a new one due to the fact that I was still within the 30 day return period. After receiving the new Moto 360, I began having problems due to the spacers on the back of the product breaking (where the band meets the watch itself) as well as the back of the watch cracking. I had to return the watch to Motorola to get a replacement due to this issue. I believe it occurred in June 2015. A couple months later the spacers began to break again and Motorola had to send me new ones which only a watch repair center should replace according to the representative I spoke to. Recently, the back of my watch started cracking again. Due to the fact that I had spent quite a bit of money having to have a link removed every time I got a new watch (3 times) and the fact that I had to pay the repair person money again to have the spacers replaced, I asked Motorola to ship me the watch first and then I would send mine back, which they refused. Now today, I was told by Motorola (after them receiving my watch already), that they were out of stock of my watch but would replace it with a leather band (which is cheaper than my metal one). I declined this option and they said they don't know when mine will be in stock again. I asked if they can give me a Moto 360 2nd generation metal band due to the numerous problems with the build quality of the watch I had and they to declined that. I have had nothing but problems with this watch and the build quality of this 1st generation is not good, which is why I believe they completely redesigned the 2nd generation.

Desired Settlement: Because of all of the problems I have had with the 1st generation Moto 360 black metal band, I would like a 2nd generation black metal band or the 1st generation Moto 360 black metal band with an extended warranty. I do not want a lesser quality product than I originally had (i.e. leather band which they are offering me). I do not want to have to wait an extended period of time to get my watch back. I have no problem paying some money towards a 2nd generation (possibly $100?) since I assume the build quality on it is superior to the 1st generation but I certainly do not expect to pay the full retail price of it considering I own the 1st generation and I have had so many problems with it.

Business Response: We will be reaching out to the customer to resolve. 

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a phone in for repair using their standard exchange program. A short time after my device arrived I was informed that they no longer had any of my model to replace it with and offered an upgrade to another model. I agreed to that and was informed that my replacement device would ship in a few days. A week later I followed up because I had still not received a device. I was informed they would escalate my case and I should get shipping confirmation soon. I repeated this scenario for about 5 weeks. Today I called again and demanded an answer. I got the same song and dance about escalating my case... etc. I told them that I wanted a refund and my broken phone repaired or a difinative answer as to when I would get my new device. I was told it was not possible to do either option.

Desired Settlement: I want to get a repaired device as I have now been without a phone for two months. Alternatively I would like a full refund for my repair cost and my broken device returned.

Business Response: The customers replacement is shipping today via FedEx tracking number ************.

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Phone ordered on 8/7/2015, phone received 9/17/2015 (6 week wait that was poorly communicated). Phone was activated and worked for 3 weeks before the battery started shutting down without warning. Worked with Motorola to send it in for replacement. Motorola received original phone on 10/20/2015 and since then I have had 8 documented phone calls to Motorola to try to receive replacement phone. Each time I have been told "it will be shipped on -- date and to you in a week". Or that I" would receive a shipping email when it shipped". EVERY time what they have told me has not happened. After this many attempts to obtain my phone, and over 7 weeks time, I called on 12/5/2015 to demand a refund. I no longer want to do business with a company that does not follow through on what they say they will do. They have had my money since September and I have had a working phone for only 3 weeks. I want a full refund of $235.66. After over an hour on the phone today and talking with 4 different persons, they continue to say it's not an option. The latest I was told was that Wendy Roman would get back to me on 12/7/15 in the afternoon with options for a resolution. The only option I am willing to accept is a full refund. They do not do what they tell me they will do, they do not follow up with the costumer. They have changed my RMA number 3 different time. I have no trust in this company and no longer desire to have any business ties to them. I am seeking a full refund. All emails and phone contacts have been documented.

Desired Settlement: A refund check in the amount of $235.66.

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Motorola to replace two of my battery pack chargers, they gave me two options to replace it either I send my current ones back and then they send me the new ones or they placed a hold on my credit card and send me one and then I send those other ones back. I opted for the first option but I never heard back from them. I have contacted them at least 2 times since letting them know which option I wanted and I have not heard back from them since I saw the process of doing the warranty exchange. In my last email to them I inform them that if I didn't hear from them after a weeks time I would be contacting the BBB

Desired Settlement: I would like my battery packs replaced, first off. But I also feel like I'm being blown off be a company that I have remained very loyal to for years. I would like some sort of other compensation for lost time and frustration in having to deal with this

Business Response: We will be reaching out to the customer to resolve. 

12/18/2015 Billing/Collection Issues | Complaint Details Unavailable
12/18/2015 Guarantee/Warranty Issues
12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Moto X 2nd Generation from Motorola and received it late October 2015. Two weeks after receipt, the phone crashed to an error screen. It could not reboot or shut down. After two calls with Motorola, they offered to exchange the phone with a new one. On November 7th, 2015, I mailed the phone to their repair center at this address: Motorola Mobility Service Repair Services ***** **** ***** ***** ***** *** Fort Worth, TX,76177 They said they would send the replacement phone after they received my phone in the mail. It is now December 3rd, 2015, and I still have not received the new phone. I have called Motorola 4 times. It is now passed every date they promised it would arrive by. On my most recent call, they said that they ran out of the Moto X and are waiting for a new shipment. I owned my phone for two weeks and have been without it for four weeks. I am still waiting for the replacement with no word on when it will arrive.

Desired Settlement: I believe I should be compensated for my time away from the phone. I received the phone six weeks ago and was only able to use it for two of those six weeks.

Business Response: We are reaching out to the customer to resolve. 

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a new cell phone on Nov 30, 2015 from Motorola.com. It arrived Mon. Dec. 7,2015 at 6:00 pm. It was an Unlocked new phone. I took it to ATT on Tuesday to get s SIM card and to get it activated to my account. After over an hour of several new SIM cards, the technician got his manager to activate it. The manager ran all the troubleshooting again, and finally with no success, they told me the phone was broken and defective. I drove home, which by the way is a 60 mile round trip, and called the customer service # at Motorola. They did troubleshooting and had me reset the phone to factory settings, and told me to go to back to ATT. Wed. I took the phone back to ATT and went thru the same procedures. The tech. tried all troubleshooting and finally said this phone does not work, it won't connect to our network. It is broken and defective. I drove home, called Motorola again, talked to two people before being told to call back today. Today, I called and was redirected 5 times, twice to the same department, and finally told they would have to send me a "like new" phone in exchange. I told them I wanted a new phone that worked like the one I had ordered. They said they wouldn't do that because this phone had been on sale. I said that was bait and switch, I ordered a new phone that worked, not a "like new" phone. I asked to talk to supervisor, and asked for a full refund, and I would return both phones and shells I ordered. The other phone hasn't been used or activated, because it's a gift for my husband. Finally he told me same story, but he would issue a refund. I asked for shipping label, and he changed what he said to say I would get a call from an executive director from someone in the USA in 24-48 hours. I asked if he gave me a refund, and he said I had to wait to talk to this executive. This took place over nearly 90 minutes, and I still have no resolution. At this point, I want all my money refunded, and a shipping label to send the phones and cases back.

Desired Settlement: I want a prepaid shipping label to return these phones, and a full refund to my MasterCard for $248.84.

Business Response: A return was setup for the customer. The customer has returned the order via FedEx tracking number 795096286419 and it is expected to be delivered to us today. Once we receive it the customers refund will process within 7-10 business days. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10990293, and find that this resolution is satisfactory to me.

Sincerely,

Judy ******

12/14/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/13/2015 Delivery Issues
12/12/2015 Problems with Product/Service
12/9/2015 Guarantee/Warranty Issues
12/8/2015 Problems with Product/Service
12/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: order number ******** I was told by customer service before ordering online I could pay for expedited shipping. After ordering that was not an option online. I called and was told that there is only one shipping speed. I was transferred to a supervisor who told me he would contact the fulfillment center and see. He came back online and said they told him it could be sped up, to expect delivery between wed 2/18 and thur 2/19, friday 2/20 at the latest. He also said I would receive an email with the updated shipping info...I never did. I called the next day and talked to customer support who said the order was still pending and all of the information I was given was untrue. Executive customer resolutions told me the same thing...but she would try to expedite it. The conflict of information and misleading information I have been given is unacceptable.

Desired Settlement: I ask for what was initially promised, delivery by the 19th, 20th of november at the latest.

Business Response: The customer placed his order on 11/16/2015.  Upon completing his order he received an estimated delivery date of 11/24/2015.  Motorola does not offer the ability to pay for expedited shipping for two reasons.  The first reason is that our devices are customized and are therefore built to order.  The device is only built once the customer has ordered the unit.  The second reason is because our warehouse is in China so the device is being shipped from outside of the United States.  We can put in a request to expedite the build process, but we are unable to expedite the shipping terms.  The customer was informed we would do our best to have his device delivered by 11/20/2015, but that we could not make any guarantees.  The customer's device did end up being delivered on 11/20/2015, as the customer had requested.  The customer has received his device and Motorola considers this matter resolved.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     

12/6/2015 Problems with Product/Service | Complaint Details Unavailable
12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I broke the screen on my new phone and when I called customer repair they said that the turn around time would be approximately 4 days and took my credit card info. I sent my phone in to be repaired on 10/13/15. Motorola sent me an email saying they received my phone 6 days later on 10/20/15. I then heard nothing until I recontacted them on 10/28 & 10/29/15 and was advised that the ticket had been closed for some reason and that they needed the credit card info again. They would have to send me a new phone and that it would arrive on November 3rd and gave me a new RMA number. Called November 10th and was told that Motorola was out of my phones so thats why they hadnt sent it. They did not know when I would get a phone. I called on November 14th and they said that it should be shipped to me on November 16th and if I didnt hear from them by the 18th to call back. I called them on on the 19th and they didnt know why it hadnt shipped.

Desired Settlement: I JUST WANT MY PHONE BACK REPAIRED. 4 days has turned into a month.

Business Response: The customer has been provided an X code to order a replacement device. 

12/5/2015 Problems with Product/Service
12/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Motorola ***** 6 has not Been returned to me within the guidelines, due to not paying for a repair. Phone was being held and no one is trying to help me get my device back. They don't want to cover this under warranty as the device was so hot the battery imploded, and when I touched it I almost was burned, I dropped the phone instead. I will gladly take my device bback unrepaired. However after 2 supervisors and numerous advisors my phone still not sent by them. Has been 17days I have been without a phone since I declined now, with no end in sight. I call everyday for the run around. Started 10/09/2015.

Desired Settlement: Just send me my phone so I can move on away from this company. I feel they should pay for my time and business loss. But really need my phone.

Business Response: This is resolved. The customer's device was returned to them under ***** tracking number ************ and delivered on 11/3.

12/4/2015 Problems with Product/Service
12/1/2015 Guarantee/Warranty Issues
11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a **** *** last November. It broke this August, and has a 1-year warranty. I sent the device in for repair on Oct. 5th using the Motorola provided ***** label. According to Motorola's website, a replacement device will be sent within 4 days of receiving the device. I have still not received a device. Yesterday I did an online chat with a representative from Motorola who told me that the device had been received, but he couldn't provide me more information and someone from the repairs department would follow up with me today at 11am. At 12:45pm, I still had not received a phone call. I initiated another online chat. The person I talked to today called and said she was transferring me to her manager, after which she immediately disconnected my call. She initially claimed she had not done this, but then said a manager would call within 10 minutes. That was about 45 minutes ago and I have not received a call. I finally called the phone number on the website and after talking to another person, finally got transferred to the repair department. The person in the repair department tried to claim today that they had never gotten the device, so couldn't help (despite the fact that a customer service representative told me yesterday that the device had been received). I asked to speak to a manager. He told me he would transfer me, but then put me on hold for about 20 minutes. Finally someone answered and asked a few more questions. He then put me on hold again to check on something things. After waiting on hold for another 15 minutes, he told me he couldn't help me today and would call back tomorrow, claiming that the ***** label was closed for inactivity and that's why someone told me that the device had been received. I have little hope that anyone will call back tomorrow since the last 2 times someone promised to call back, no one ever did. I spent 1.5 hours on the phone and no one was able to help me with getting a replacement device for a broken device under warranty.

Desired Settlement: I would like a replacement **** *** device. RMA: ****** ******

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:it says they will reach out to me to resolve, but I have not heard anything from them. 

Sincerely,

***** *******

Business Response: We are shipping the customer's replacement today via ***** tracking number *************

11/29/2015 Problems with Product/Service
11/29/2015 Problems with Product/Service
11/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Beginning **** 31, 2015, Motorola was notified by their online support system that phone was damaged and requested repair under purchased Moto Care Protection policy. Phone damage was cracked screen which each time was approved for repair under coverage. Requests were made (with RMA numbers 1st one ************* ) May 31, 2015, Jun1 2015, June 4, 2015, Sept 1, 2015, Sept 2, 2015, Sept 6, 2015, Oct 6, 2015, Oct 7, 2015 (*************) & Oct 26, 2015(incident **************. Each time a credit card was required to process return. Each time, a hold has been verified by my bank that the hold was applied by Motorola. Each time, Motorola is unable to process return for unknown reasons and each time the RMA is cancelled. Today I spent 1st 14 minutes on hold and then was disconnected then 1 hr 20 minutes talking to 4 different people with no solution except wait another 24-48 hrs . Which has occurred on the last 6+ RMA requests.

Desired Settlement: I want the phone replaced under the terms of the Moto Care Protection policy as advertised.

Business Response: A replacement has been shipped via ***** tracking number ************ and is expected to be delivered today. 

11/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I own a **** * Pure, along with the MotoCare on the same device. My phone broke, I submitted a request on 10/14/2015 to get it replace. I did ‘Motorola’s Advanced Exchange’ program to get my phone quickly. I had to pay a $53.53 deductible along with putting a $250 Security Hold on my credit card. I called on 10/19/2015 for a status update. The Motorola Representative told me that my phone was complete and waiting to be picked up by ***** and that I would receive an email with the tracking number. I contacted Motorola again on 10/22/2015 out of curiosity as I hadn’t received an email. I was told that my RMA was cancelled. This is an issue for me because Motorola made no attempt to contact me in regards to my RMA being cancelled, instead leaving it up to me to find out on my own. Then I was told that I would have to build the phone myself on Motorola’s website and wait through the entire process of it being built again after more than a week had already gone by. I was told I would get an email within 48 business hours with the code to build my new phone. I also had to pay another deductible of $53.53. (With the frustration I was already experiencing, I emailed Motorola with my complaint. The email said I should expect to have a response within 24 hours. To this day, I have not received a response to that email.) I never received a code or an email after waiting the allotted time to order my phone. I never heard from Motorola, so I contacted them again on 10/26/2015. I was told that during the 3 business days from where I was told I would get a code to order a new phone and this conversation, that Motorola stopped sending codes out to customers. Yet again, Motorola never contacted me to inform me of this. I was told I would need to create a new RMA and pay another $53.53 deductible. I was also told I would receive an email within 15 minutes of the phone call being disconnected by representative ****** Over an hour had passed and once again I never heard anything from Motorola. I contacted Motorola again and tried to get in touch with ****** I was told she would call me back. She didn’t, she emailed me instead saying that she gave me wrong information. I called Motorola back and talked to someone in the Repair escalation team to ensure my RMA was still active, and it was. On 10/31/2015 I reached out to Motorola because they told me on previous conversations that Motorola would refund the first 2 deductibles and they still hadn’t. I was told that I would not be able to get these deductibles refunded until after my open RMA ticket is closed (This RMA ticket is still open as of this letter). This is also absurd. Motorola can take my money instantly but they can’t return it in a timely manner when the issue is their fault. I contacted Motorola again on 11/4/2015 because I still had not received my phone. I was told by multiple representatives (including people on the repair escalation team) when I put in the new RMA, that I would receive my phone within 5-7 business days of my order. That time frame passed and I still didn’t have my phone. The representative named Wendy spoke with me on the issue. I was transferred to a male representative in the repair escalation team. I feel I have spoken with upwards of 20 different Motorola representatives at this point, and this man was by far the worst to talk to. It was clear to me that he did not care about my issues, so I asked to speak to a supervisor. The supervisor told me that they were going to get more stock the following week and that for all my troubles he would move my name up the list, into the top 5 to get a replacement phone. He told me multiple times that I would get my phone the following week. This was the last communication I had with Motorola for 13 days. I did not receive my phone last week like the supervisor told me I would. I contacted Motorola today 11/17/2015. The first person I spoke with just happened to be ***** again. She told me that they are out of stock and they don’t know when they will get stock. I asked to speak to the supervisor again. ****** was his name and he told me that he couldn’t promise me when I would get my phone, but then later in the call he said I will get it by the end of this week. He also told me that Motorola started shipping phones yesterday to customers. If my name was in the top 5 of the list like the first supervisor told me I would be, then I probably should have already received my tracking number. ****** told me that mine hasn’t shipped yet. Almost every single thing a Motorola representative has told me has been false. Motorola did refund 1 of the 3 deductibles. They still have not refunded me the second one they falsely charged me. 34 days have now passed for me in Motorola’s Advanced Exchange program and I still do not have any information regarding when I will get my replacement phone.

Desired Settlement: I want my replacement phone or I want all of my money refunded. The money for the original purchase of the phone, the MotoCare fee and the 2 deductibles remaining.

Business Response: We will be reaching out to the customer to resolve. 

11/25/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Moto X Pure in late September. It kept coming on in my pocket killing the battery. I finally returned it using their website return. It was well within warranty and I was supposed to get a replacement shipped in 4 days. I waited a week and no movement on my RMA tracking. I contacted them and it turned out they lost the phone. They then said they would send me a refurb. I initially refused it. They refused to budge. So I finally caved and they said they would contact me with replacement info in 48 hours. The time passed and nothing. I contacted them again today and they said we're sorry, we don't have stock to replace your phone and no they won't refund me. So I'm apparently out of luck. My RMA is ************* The ***** tracking info is ***************

Desired Settlement: I would like my purchase price, including sales tax, refunded.

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:
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,

******* *********

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this heart rate moniter a little less than a year ago. It stop turning on or even holding a charge. I called motorola for a replacement/repair and all I get is transferred to different departments and automated systems that are not for my needs and then a disconnect. When I finally got a hold of someone they informed me that this product is no longer made and that I was out of luck. Its very frustrating and I want this resolved.

Desired Settlement: I want a replacement or a moniter of equal value.

Business Response:

We no longer manufacture or repair this device. The customer emailed us on 11/5 stating the below. The customer states that the device was purchased a year and a half ago. Therefore, the device is not covered under warranty. 

 

Hi ******** its outside the one year warranty. I got it a year and a half ago. I tried going to a cell phone place and they would not repair it because they only work with cell phones. I would like to send it in for repairs. I will cover the cost. Thanks 

 

We consider this resolved. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because: 

In the manual there is a number for repairs. Nothing about it being under warranty. Furthermore when I spoke to ******* she suggested that I have the battery replaced by a non specialty store. It says right in the manual to not do this for it can damage the unit even further. I was told to do something that would have damaged it more. Not a way to satisfy a customer!


Sincerely,

***** *********

11/25/2015 Guarantee/Warranty Issues
11/25/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
11/25/2015 Guarantee/Warranty Issues
11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I receive my moto x last week (10/22) and yesterday it fell on the back causing the front screen to crack. I was told by Motorola it is the strongest phone on market and a tiny fall breaks it? Then Called customer service to be chastised by supervisor after supervision telling me i have to spend $160 for a new phone when i just bought my Motorola phone less than a week ago. I was on the phone with Motorola for over 3 hours, they were still very rude and condescending.

Desired Settlement: All i am asking for is a new moto x.

Business Response:

Below is a link to our warranty. The customer's device has cosmetic damage. Cosmetic damage is not covered under our 1 year manufactures warranty. The customer has been provided with our replacement options. If the customer does not wish to take advantage of them we consider this resolved. 

 

https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/redirect/1/session/L2F2LzEvdGltZS8xNDQ4MzgwMDIxL3NpZC9ULWp1N2pDbQ==/filename/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf

Consumer Response:

 
Complaint: 10927698

I am rejecting this response because: My phone has manufacturing faults and they won't replace it. My Bluetooth, which was a key selling point doesn't work. 


Sincerely,

Austin Smith

Business Response: We would be happy to replace the device. However, it has physical damage which is not covered by our 1 year manufactures warranty. If the customer would like to replace the device they will need to pay the physical damage fee. If the customer does not wish to pay to get a replacement we consider this resolved. 

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a phone on September 2nd. Received the device about 2 weeks later. I wanted a larger capacity so I initiated a return for exchange. the code that was given for exchange did not allow me to get a larger capacity so I did not use the code. I called motorola several times to get a full refund issued to commenity bank (I applied for an used "motorola credit" when purchasing the device). They told me that I needed to contact commenity bank, when I contacted commenity bank, the stated that they can only issue refunds based on what motorola sends them. I called motorola several more times. Eventually, they said that they issued a refund, but commenity bank has never received it and motorola can never tell me and details around how, when, amount of refund. In addition to late fees this issue is also ruining my credit

Desired Settlement: Refund the motorola credit for full amount including late fees. and inform commenity to remove negative remarks from credit bureaus

Business Response: The customer's refund was processed on 11/11/2015. It will reflect in the customers account within 3-5 business days. 

11/22/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have spoken to numerous Motorola Customer support persons: *****, on 11/10/2015 Jefferson via email on 11/06/2015 *** via email on 11/04/2015 KC via email on 11/03/2015 ******* 10/31/2015 I own two devices by Motorola, and I am being asked to pay for an out of warranty charge because, while I was unemployed in 2014, I could not go without a cell phone to send mine in for repair, nor could I pay Motorola's advance exchange fee to have a device sent to me to fix problems with my phone such as a front facing camera falling below the camera hole cut out, headphone jack not working correctly. I also have a ***** 6 that, despite my best attempt to protect with a case and tempered glass protector, the screen was damaged in a small incident, but I am being asked to pay the full out of warranty device repair.

Desired Settlement: I would like both of my devices repaired, without significant cost.

Business Response: The 1 year manufactures warranty on the 1st ********** **** X ended on 11/21/2014. We would be happy to replace the customer's device, however, there will be an out of warranty fee of $100 plus tax. The ***** 6 is still covered under our 1 year manufactures warranty, however, the device has cosmetic damage which is not a manufactures defect. Therefore, there is a fee to replace the device, $175 plus tax. We do not repair either of the devices and they would be replaced with a like for like reconditioned/refurbished devices. We will not waive or lower the cost of the fees. If the customer does not wish to take advantage of our replacement options we consider this resolved. 

Consumer Response:


Complaint: ********

I am rejecting this response because:As the manufacturer of the product, Motorola should be able to provide the appropriate customer service. 175 dollars + tax is ridiculous given that the AMOLED panel and digitizer still function properly, it is solely the glass housing that, while I understand is not possibly unbreakable was damaged in a fall less than 2 feet in height, yet somehow managed to shatter my glass, but still managed to work.

For the **** X, I have consistent contacted Motorola regarding the device and was never afforded a solution outside of 1. Tie up many that, as an unemployed individual, I did not have, or 2. Be without a phone and miss important phone calls regarding potential unemployment. I was consistently detered by Motorola Customer support regarding my devices issues, and it is definitely documented within their system.

 

I am asking for actual customer support, not a take it or leave it bill


Sincerely,

******** **

Business Response: Below is the link for our warranty. Cosmetic damage is not covered and we will not waive or lower the fee of a replacement on the ***** 6. Yes, the customer was in contact with us when having issues with their **** X. However, the customer is a year out of warranty. If the customer wishes to replace either device they will need to follow our standard replacement options. If the customer does not wish to do so we consider this resolved. 

11/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 29th, I was told to mail my broken ******* phone to Motorola in exchange for a new one. I mailed the defective phone on September 30th and I still haven't received anything. When I called on October 8th, I was told that my phone was out of stock and that they might have it within 24 hours. I checked back on October 10th and after much grief and awful customer service, I was told that I should check back with 24 hours. At this point I became frustrated and asked if I could simply receive a refund so that I could just buy a phone in my area. I mailed the phone because I am busy and assumed this process would be more expedient. I work and live onsite at a homeless shelter and I am starting an after-school program for kids in my neighborhood so this is extremely untimely. Not to mention Motorola has done nothing that they promised.

Desired Settlement: Motorola didn't honor their end of the deal. I mailed the phone to them as they requested and I still haven't received a phone. I was told that I would receive my phone within 5 days. Its been two weeks, so I would like a new phone or refund immediately.

Business Response: Contact Name and Title: Ashley
Contact Email: *******@motorola.com
We will be reaching out to the customer to resolve.

Business Response: Contact Name and Title: Ashley
Contact Email: *******@motorola.com
We are not refusing to refund the customer's money. We would be happy to refund the customer. However, the receipt we received it not valid. There is not a store name on the receipt from where it was purchased. In order to refund we need a receipt showing where the device was purchased.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This has truly been an awful experience. I lost my receipt from ******* so I contacted ****** ****** to verify with Motorola that I purchased my phone. The customer service rep was furious because she said that so many customers have been having issues with this manufacture. She also mentioned that I don't need to provide a receipt because i have a year warranty. They are responsible for replacing/handling my claim .

Eventually I had ******* pull up a copy of my receipt. Motorola just told me that my receipt is invalid which is absolutely amazing to me. I have literally done EVERYTHING that I have been asked to do. This company has taken my phone, not replaced it and is refusing to refund my money.

Thanks for reading this and searching for solutions.

--****** *******

11/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 19th of October, 2014 I purchased the 2nd Gen Moto X for Verizon, IMEI number 990005084159178. Ever since I received this phone, I have experienced several problems that have made the phone practically unusable for me. The battery life has been well below what was advertised. On average, I am getting no more than 2 hours of battery life. The phone is also slow, laggy, and frequently freezes up when I press the home button. When purchasing this phone, I was promised frequent software updates. When the new Android 6.0 Marshmallow was released, which features battery and performance fixes, I thought that would solve my issue. However, in recent days I have learned that my model of the Moto X will not be receiving this promised update. I am extremely dissatisfied with this, and I feel as though Motorola has not acted in good faith to honor its guarantees.Today (October 3, 2015 6pm) I spoke with a representative named Jennifer regarding the aforementioned issue, but Jennifer stopped answering me after some time. Shortly after, I got in touch with a representative named Carl who promised me that my phone would actually be getting the Android 6.0 update. In fact, he guaranteed it. From what I have learned, Carl was dishonest and was in fact lying to me. The aforementioned conversations have been recorded, and a transcript of both can be provided upon request. Product_Or_Service: Moto X 2nd Generation for Veri Order_Number: 00808301

Desired Settlement: DesiredSettlementID: Other (requires explanation) At this point, I would like to have a phone that honors Motorola's commitments of software updates and decent battery life. Simply getting a replacement Moto X 2nd gen will obviously not be a solution. Either I would like a full refund, or I would like to receive a model phone that will be getting the Android 6.0 update, such as the 2015 Moto X 3rd gen.

Business Response: Contact Name and Title: Kristin
Contact Email: *******@motorola.com
We were unable to locate any contacts from the customer in regards to this particular issue in our system. We apologize if the customer was incorrectly informed that his device would be receiving the Android Marshmallow update as this is not correct information.

Motorola is not solely responsible for releasing updates to the device. Android, Motorola, and the carrier all work in collaboration on updates. It is not solely up to Motorola whether or not this device would receive an update.

The 2nd Generation Moto X for Verizon will not be receiving the Android Marshmallow update. The 2nd Generation Moto X was guaranteed one Android update. The device started out with Android KitKat and was then updated to Android Lollipop. Motorola has fulfilled their commitment with this device. We consider this matter resolved.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Hello Kristin,
Thank you for your response. At this time, I do not believe you have appropriately addressed the complaints highlighted in my case. For this reason, I do not consider the case closed.

You had mentioned that you were not able to locate the contacts from your customer support regarding his reply. Please take a moment to review this reddit thread which includes the conversation I had with your representative: https://www.reddit.com/r/MotoX/comments/3ne2an/motorola_rep_confirms_moto_x_2014_verizon_will/ This misinformation is blatant dishonesty, and I have reason to believe that it was not out of negligible evidence. It is reasonable to say that this representative dishonestly relayed this information in an attempt to stall further action from my part.

Although Motorola is not solely responsible for releasing updates to my device, it does have responsibility to uphold prior guarantees made by them. Upon purchasing this device, it was explicitly clear that my device would be receiving updates for some time to come. Instead, granted that Android Marshmallow will not come to my device, no major updates will be pushed.

In addition to the Marshmallow complaint, there were several other complaints I had brought up in my initial correspondence. You failed to address them. To quote my case description, "I have experienced several problems that have made the phone practically unusable for me. The battery life has been well below what was advertised. On average, I am getting no more than 2 hours of battery life. The phone is also slow, laggy, and frequently freezes up when I press the home button." This type of performance is completely unacceptable for a phone advertised as a "flagship." It is these performance issues that have prompted me to request replacement of my phone with one that will adequately resolve these issues. Obviously, having the phone replaced with the same model will not be a reasonable solution.

Kristin, I sincerely hope that you will be able to work with me in coming up with a solution for my problems. I think I have been quite reasonable with my complaints, and my requested solution is totally within warrant. In the event my complaints are not addressed, I will have no choice but to seek other remedies. My hopes is that our correspondences will settle this claim, but if they do not, I will take my case public, and/or seek a resolution in small claims court.

Kind Regards,
Brandon *****
Dated 10/18/2015

Business Response: Hello Brandon,

I reviewed the link that you provided and I apologize that you were informed that the device would be receiving the update. The agent you spoke with will be provided the proper coaching to ensure this issue does not occur again in the future. I'm sorry if you feel that he intentionally mislead you but I can assure you that was not the case. While the information you were provided was in fact incorrect, I don't believe the agent intentionally mislead you. In the forums post you reference in the chat our forums manager does clearly state that your particular device will not be receiving the update.

Motorola guaranteed that your particular device would receive one update. This was also clearly advertised. Motorola honored this guarantee as the device was released with Android KitKat and then was updated to Android Lollipop. Motorola never stated that the device would be receiving numerous updates and I apologize if there was any misunderstanding.

Again, I apologize that you are experiencing issues with the device and we would be happy to assist you with this. You will need to speak with our technical support department to work on resolving these issues. If the troubleshooting does not resolve the issues you are experiencing we can then discuss replacement options. However, your device will be replaced with a certified like new like for like device. You will receive another 2nd Generation Moto X for Verizon. Neither an upgrade nor a refund will be offered as we have replacement options available. Motorola's manufacturer warranty clearly states that the device will be replaced with a like for like model. The warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf.

If you are not satisfied with this resolution you are welcome to seek any other remedies you deem necessary. However, this will be the only available option. If you would like to work on troubleshooting the issues you are having with your device please feel free to contact our technical support at 800-734-5870. If you have any other questions please feel free to contact me.

Kind Regards,

Motorola Customer Care
Executive Customer Relations
Kristin

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I would like to launch a complaint against Motorola Mobility. *** ** *********** **** ****** ***** **** ******** ******** ***** USA I reside in Canada. I purchased an unlocked Motorola G (2nd Gen) mobile phone from **** **** in the USA on 02 June, 2015. Within a few weeks I started experiencing multiple problems with the phone rendering it difficult and sometimes impossible to place calls and navigate through my phone. I contacted Motorola through their support line on 25 June 2015 and was directed how to troubleshoot the phone. After a few days of monitoring the phone, the problem had not rectified. I contacted them again on 02 July 2015 and then on 20 July. They advised of another method to troubleshot the phone, but it failed to correct the problem. They suggested I return the phone to the Repair Escalation Support in Texas and a new device would be shipped out to me within 4 business days of them receiving the device. Subsequently, I received confirmation of this via email as well as the shipping information. I shipped the phone out to them on 2nd September and they received same on 4th September. By 10th September, I had not received any acknowledgement that they had received the device nor had I received the replacement device. I placed a call to them and they confirmed they had received it but nothing was done because the RMA was expired. This was incorrect as they had reissued a new RMA prior to me shipping the phone. They admitted they made an error and the information was not updated on the file. They assured me that the phone would now be shipped out within 48 hours. On that same day, 10th September, the supervisor returned the call and confirmed the same. However, as of 17th September, I had not received any device. Another call placed to Motorola revealed they still had not shipped the device and once again they promised to have the shipment expedited within 48. This was on the 24th September and they admitted to having lost the device. But then they confirmed that it would now be shipped. As of 28th September, I had no phone in hand. Another call was placed and they still kept confirming that there was an error with the RMA which I had weeks before sorted out and updated. I was once again given the assurance that the phone would be shipped within 48hrs and I would receive it by Wednesday 30th September. On 29th September, I received a conflicting email from Motorola suggesting they just received the phone from me and this prompted me to place a call to them to ensure that the arrangements to have the phone shipped out was in train. I was told nothing had been done and they would ship it out on Wednesday 30th and I would once again receive by the close of business day on Friday 02 October. I have absolutely no confidence in Motorola, their empty promises and misleading clients. Their nonchalance in this whole matter leaves much to be desired.

Desired Settlement: I would like: 1) To have my phone in hand no later than Friday 02 Oct as per their last confirmation. 2) That the phone I receive is of equal and/or better quality/model than the faulty one and I have no problems with it when received. 3) To be compensated for the undue stress and money this has caused me as: (i) I have had to pay for two cell phone plans just to ensure that I can be contacted without having to re-distribute a new number to my contacts (ii) I have had to pay for Fedex shipment to and from Canada to an intermediate address in the USA because Motorola refused to ship to Canada, even in light of the fact that they have not fulfilled their promise and refused to meet the client (me) quarter-way in the resolution of this complaint I have tried unsuccessfully to talk to someone high in the chain of Management who could at least do more for me than a simply apology which is what I have been offered on all those occasions I contacted Motorola. I have several email correpondences from Motorola regarding this issue (RMA & Shipping details etc). Please advise if you would need them to help follow-up the complaint. I look forward to your response. Kind Regards, ******** ******* ******* ************

Business Response: Contact Name and Title: *******
Contact Email: ********************
The customer's replacement device was delivered on Friday 10/2 at 2:20 pm. The customer was provided a certified like new replacement device of the same model.

We are not in the position to provide the customer with any additional compensation. Our warranty does state that the warranty is only valid in the country in which the device is purchased. Since the customer chose to purchase the device in the United States, any repairs or replacements must be processed through the United States.

The customer chose to select our Repair and Return option. With this option the customer is required to send their device to Motorola before the device can be repaired. If the device is unable to be repaired a certified like new replacement device of the same model will then be shipped to the customer. The customer had the option of selecting our Secure Advance Exchange instead of the Repair and Return. With the Secure Advance Exchange the customer would have been shipped a certified like new replacement device of the same model prior to having to return his device. This would have allowed the customer to keep his current phone will waiting for his replacement. However, the customer chose to select the other option.

Motorola considers this matter resolved.

Business Response: The customer has been provided with a replacement device which is a like for like model of his original. We ensured the device would work with the customer's carrier and would meet all of the customer's specifications prior to the device being shipped. The device was delivered to the customer on 10/27. The customer did not have to pay for shipping as the device was shipped directly to his address in Canada. The customer's issue has been resolved and he has received a working device. Motorola considers this matter resolved.

Consumer Response:
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,

******** *******

11/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a case with Motorola on 10/29/2015 case number 151030-009112. For a defective headset that was purchased 11/19/2014. With a one year warranty. I have called and many times to spoke to several very rude customer service folks. Send email with no response. I explained that I need the headset replaced the next day as i use it daily. I was told on 10/30/2015 by john that he would call me within 24 hours with a shipping estimate, no call received. As the headset that I have is discontinued and there is no inventory available. They said that they will not replace with an upgraded model as they are also no inventory. The Headset that I have is an Elite silver II HZ770.

Desired Settlement: I either want the headset replaced today or be refunded the purchase price of $69.99 and I will purchase another brand.

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10931654, and find that this resolution is satisfactory to me.

Sincerely,

Ernie ******

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last month I purchased a new Motorola MOTO X 2nd Gen cell phone directly from Motorola,and since then,it's had a problem with the camera focusing. I've tried all troubleshooting steps and nothing has helped.

Desired Settlement: I am requesting a NEW REPLACEMENT PHONE (Not a re manufactured) I did not pay for a re manufactured phone,and I've had this problem since new. I refuse to send my old phone in for Motorola to look at it first. I cannot be without a phone for a week.I am requesting a (new replacement) then I will send in the old one once the replacement is activated. I don't think this is too much to ask.

Business Response: We will be reaching out to the customer to resolve. 

Consumer Response:


Better Business Bureau:

The replacement phone has been received and activated.

I have reviewed the response made by the business in reference to complaint ID 10927881, and find that this resolution is satisfactory to me.

Sincerely,

Donald ****

11/6/2015 Guarantee/Warranty Issues
11/6/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my 20months baby's monitor is not working. i contacted with the customer of the motorola about the product problem, they told me the charge's problem and it turn out it wasn't the charge problem. I was so disappointed about this brand. my baby didn't turn 2years old, and the product warranty already past. Product_Or_Service: motorola

Desired Settlement: DesiredSettlementID: Other (requires explanation) Not Entered

Business Response: Contact Name and Title: ******
Contact Email: *******@motorola.com
We will be reaching out to the customer.

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a ***** Razr M that have failed in 2 month. I have contacted with Motorola to replace the phone by warranty. I spent 2 weeks to get a return shipping label because Motorola support agents change his mind every time when I call. First they ask me to wait some decision from some department. Then they ask me to choice replacement option and even have charged my credit card for advanced replacement. Week later they told me that replacement not available because phone has end of life but still under warranty. Finally they told me that I will get my money back when they got my phone back. I send it via Fedex(************) to Motorola at 8/21/2015 and they got it at 8/28/2015. But after 3 week I don't receive anything. Since that I have contacted Motorola at least 10 times. Every time Motorola agents lied me and promise absolutely different things. First, they promise some XCODE for Motorola Store to buy replacement. Then they change the mind and ask me to choice replacement phone color and promise me to send it asap..but no phone in 2 weeks. Finally I have contacted Repair escalation team supervisor that have contacted shipping department and promise me that phone would be send same day with overnight shipping. But still no phone. Today I have contacted Motorola again and...they offer me XCODE that should be ready on next week!!! Because of there are no way get my phone back I went to ******* and bought replacement phone for $490.

Desired Settlement: Reimburse money for new cell phone

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have accepted all your offers (xcode 3 weeks ago and replacement 3 weeks ago) but you have cancelled all your offers. You is your responsibility to fix broken device and you MUST do it. You have chance to send replacement device for 2 month but just make an offer then cancel it, make another offer then again cancel it. Why you do not send it at 10/15/2015 when YOUR supervisor promise me to send it same day? I have accepted this offer but WHERE IS IT????

Business Response: Contact Name and Title: Ashley
Contact Email: ceomoto@motorola.com
The customer's original device was shipped back to him and delivered via FedEx tracking number ************ on 10/24/2015. We consider this resolved.

Business Response: Contact Name and Title: Ashley
Contact Email: ceomoto@motorola.com
We offered to replace the customer's device. The customer refused the replacement we offered and requested that their original device be sent back to them. Therefore, we sent the device back unrepaired per the customer's request. The reason the device still does not work properly is because it was returned unrepaired. We consider this resolved.

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: for almost a month this company has had me back and forth with their products they keep sending me refurbish and with hardware problems i tried reaching out 7 times and employees lie and promise different things i was promised a 2nd gen moto x wooden back lied sent me a broken 1st gen that look like it was picked up from the trash very upset with the lies in this company

Desired Settlement: train employees properly and to back up there word

Business Response: Contact Name and Title: ******
Contact Email: ceomoto@motorola.com
The customer set up a Return and Exchange RMA with us yesterday to receive a replacement. Once we receive the customer's defective device a replacement will ship out.

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a defective device from Motorola. I received a replacement that also is defective. I am being asked to pay $24.99 to replace for a "premium fee". That is the only option that puts me with a phone. The other option would leave me without a cell phone for up to 2-3 weeks. I spoke with Motorola via Chat on 10-17-15. The reference # is *************. I am also including the chat transcript.

Desired Settlement: I would like my device replaced with no fee and no time without a cell phone. It is unacceptable that I have to pay to "premium fee" on a 2nd defective device. Will they continue to send me bad phones to which I am responsible for paying this fee over and over? If they do not agree to this then I would like a full refund so I can bring my business to another company.

Business Response: Contact Name and Title: ******
Contact Email: ceomoto@motorola.com
We are unable to find any replacements the customer has processed with us in the past. If the customer wishes to process a replacement with us the options that have been provided are the options available. If the customer does not wish to pay the Premium Fee to receive a replacement device first they may process a Return and Exchange. We will not waive the fee.

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/1/2015, I purchased a Motorola ****** * phone for my daughter at my local **** ***** store. At the first of September 2015, her phone quit working and I called Motorola Customer Support. The support person kindly stepped us through the reset process and we were able to recover some limited connectively. By limited, she could only make calls when connected to Wi-Fi and the data feature did not work at all. We called support and was told with proof of purchased, under warranty, they would replace the phone. My daughter contacted ****** for a receipt and I forward it to Motorola. We were told they would send us a ***** label for free shipment and in about 7 days after receiving the phone, we would receive our receive the new replacement phone. The ***** email was received on 9/23/2015 and I shipped the phone on 9/25/2015 ***** tracking states that Motorola received the phone on 10/02/2015. After not receiving the replacement, I called Motorola the week of 11/12/2015. I did not notice their 10/9/2015 email. At this time, I was told they wanted additional proof of purchase including the store logo on the receipted. I pointed out that they had agreed to the phone replacement and ***** email was proof of this agreement. The afternoon of 10/15/2015, I went to **** ***** and their customer serviced printed the receipt on their letter head, with the logo and I emailed it to Motorola. This afternoon, I received an email stating the following: "We have reviewed your Proof of Purchase and have determined that your phone does not qualify for in-warranty support for the following reason: ___The supplied proof of purchase has not been accepted as valid by Motorola, either because it does not contain the required information; appears to be altered; or does not appear to be genuine." Needless to say, after having an agreement with Motorola that the phone would be replace, then going through going the hoops to retrieve additional documents, and not having the phone for over three weeks now, this email is out of line.

Desired Settlement: As promised a new replacement phone, shipped over night

Business Response: Contact Name and Title: ******
Contact Email: *******@motorola.com
We will be reaching out to the customer to resolve.

10/27/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service
10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola buds Bluetooth headset on 3/21/15. and it broke the company has a 1 year limited warranty on the product so I called on 9/22/15 to have it replaced. I was told the company doesn't have any headsets in stock and won't know when they will get any back in. then mgr Robert advised he will replace it with a different headset and I would receive a email with the shipping info within 30 minutes. I called back the next day because I didn't get an email and was told the headset he offered me was not in stock either. when I asked when I will be able to replace my device, I was told to call back in a few days. I called on 10/5/15 and spoke with a supervisor ****** who informed me that there are still no products in stock and I won't be refunded for my purchase and there is nothing that can be done for me.

Desired Settlement: I would like to have a replacement product that is like or better than the purchase I made or have a refund in US dollars of my purchase so I can buy a product that works

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be reaching out to the customer to resolve.

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Moto X 2nd gen phone on ******* because I had a good experience with the 1st gen. The phone has only been out a year and is no longer being supported with updates. Motorola has made a good impression previously by updating quickly and for 2 on devices. I purchased this phone under that and now Motorola has stopped supporting my device one 1 year after release and 5 months after I purchased it.

Desired Settlement: I would like the Moto X 2nd gen phone on ******* to get an update to Android 6.0 Marshmallow. If that is not possible I would like a refund so I can purchase a phone from any other manufacturer as they almost all support devices for longer.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The 2nd Generation Moto X for ******* **** not be receiving the Android Marshmallow update. The 2nd Generation Moto X was guaranteed one Android update. The device started out with Android KitKat and was then updated to Android Lollipop. Motorola has fulfilled their commitment with this device. The customer is outside of the return time, therefore we **** not be refunding the customer. We consider this resolved.

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in a phone for replacement, received 2 bad phones as replacements. Waiting over a month for the issue to be resolved. I sent in a Nexus 6 for a replacement on Aug 29, 2015. My phone had a faulty speaker. I was sent a replacement with cosmetic damage, I sent that phone back and received a phone that didn't have a working GPS radio. My 2nd replacement was received by Motorola in Texas on 9-22-15. I have been promised a new phone by two different customer service reps, yet I still haven't received anything. I have spent countless hours on the phone, email, and internet chat. I keep getting the runaround and I am extremely tired of dealing with Motorola. I just want what was promised to me. The internet is full of customer complaints regarding the customer service at Motorola. I can't believe that a company would treat customers this way. I have no where else to turn.

Desired Settlement: I'm waiting on my New Nexus 6 to be shipped to me, or I would take a different model of phone with the same retail value.

Business Response: Initial Business Response /* (1000, 14, 2015/10/14) */ Contact Name and Title:******* Contact Email: *******@motorola.com A brand new replacement was sent to the customer via****** tracking number XXXXXXXXXXXX and delivered on 10/3. We consider this resolved.

10/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called Motorola to order a new device. They informed me that they would replace my old one but the new one would cost 149.00 plus tax. I said that was fine but what could I do in the mean time for a phone. They then told me that they could go ahead and send me a new device first but there was a 200.00 hold that would be lifted after they receive my old device. I informed them that was fine and to go ahead and send me the phone. That day after I got off the phone I noticed the hold on my checking account. A month later they send me an email saying the have received my old device and they would release the 200.00 hold on my account and then just charge me the 149.00 plus tax. I looked at my checking the next day after speaking with them and noticed that they charged me twice for the device and took the 200.00 hold as well out of my checking account. I called them immediately and informed them what had happen. They kept trying to tell me that it was just a hold and it would be released. The next day I looked at my account and seen that the charges weren't pending on my account that they were actually posted. I called them back and they said that I would have to get a copy of my bank statement and email it to them so I did. After I did that I called them and they informed me that the representative didn't attach it to my file and that I would have to send another statement. I went to the bank again on my lunch at work got another print out and emailed it to them. I called them again to see if they attached it to my account and they said yes but then proceeded to inform me that I needed a three way call from my bank stating that the charges were taking out. So on my lunch break I went to the bank and called them again on three way with the bank. Motorola finally approved that the charges were taking out and that it would have to be refunded to me in a check and would take 4 to 6 weeks. I informed them after dealing with all of this for 3 months it was fine just send me my money. Product_Or_Service: Motorola /razar maxx/unlimted text messages Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I called them today and they informed me that a representative put the charges to be refunded through credit card which they couldn't do. So they informed me that the check was sent over and it would take another 4 to 6 weeks for it to be processed. I want my money refunded immediately and would also like the other charges of 149.00 plus tax refunded because of using up my cell phone minutes calling Motorola for the last three months plus for gas money for driving back in forth to bank.

Business Response: Initial Business Response /* (1000, 15, 2015/10/14) */ Contact Name and Title: ****** Contact Email: ******************** The customer was refund and the case was resolved in June.

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Put simply, I RMA'd a Moto 360, and the replacement was defective. I asked for an upgrade, or to pay the difference for an upgrade, but got denied. I rma'd a Moto 360, and got a defective Unit in return. when I asked tohave the 2nd RMA Upgraded, either with me paying the difference, or refunded, or free, or me to order one and have it overrided for the difference, or free, or a plethera of other suggestions, I got shot down each time. I was lied to consecutively 3 times in a row by online chat, I got nowhere on the phone, and I am overall dissatisfied with the service recieved. So much so that this is the first time I have filed a BBB Complaint, and warned at least 10 potentially high paying customers that are my closest friends away from Motorola. The only one you hurt in this whole scenario is yourselves, Motorola.

Desired Settlement: Upgrade From Moto 360 to a Moto 360 Gen. 2 (late 2015)

Business Response: Initial Business Response /* (1000, 14, 2015/10/15) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (3000, 16, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told the same thing and once again how Wrobg I am as a Customer. I do not accept that, And They weren't willing to work with me. Final Consumer Response /* (4200, 20, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this after the treatment I have recieved. At this time, With how Motorola has handled this and the lack of compassion *** care I have recieved, I have notified my friends and family, Killing many future sales for Motorola, And tell everyone at work that asks about my experience, Stalling further. This is unfortunate, as I used to really like Motorola. At this time, I am utilizing a very nice Hwawei Watch. I am Dissapointed In the lack of Service I have recieved. Final Business Response /* (4000, 18, 2015/10/22) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer filed the same complaint under XXXXXXXX. Our warranty states that it is our sole discretion whether we replace the device with a like for like reconditioned/refurbished device or a new device. At this time we have parts available to replace with a like for like device and have sent the customer a replacement. We **** not provide the customer with an upgraded device. We consider this resolved.

10/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last year(November 2014) I switched cell phone carriers. In doing so, I also purchased a new phone. I had always been interested in the Motorola Moto X phone since the 1st iteration. I then purchased the Moto X (2nd generation) thinking I was getting the best phone I have ever purchased. I was TOTALLY wrong. Prior to getting this phone, I have never used/bought ANY Motorola product. A month into having the phone(December 2014), I noticed it had problems connecting to WiFi. I called customer service and they trouble shooted the phone only to realize the phone was defective"(quoting the technician). They apologized to me and had me order a new phone. Received the "new" phone and all seemed well till about a month or so ago where I realized the phone periodically dropped calls. At 1st I thought it might be my carrier's(AT&T)signal/tower issue. So I called them and after several checks on their towers etc. they surmised that either I needed a new SIM card or the phone has a problem(again)!I went into an AT&T store to get a new SIM card BUT that didn't solve the drop call issue. I called back and at this pt. furious because prior to my call to Motorola, I was on a conference call for work withmy bosses and it happened! Call drops..tried to call back, NO signal..had to then use Skype to call my bosses back!1 TOTALY UNACCEPTABLE!! I called back again and my issue was escalated to the Tier 2 team. I was given a reference#: XXXXXX-XXXXXX. The tech remoted into my phone..did some "changes" etc and told me to email him if I still had the problem. Low and behold while talking to a relative it happened again! I would have switched out from this phone a long time ago BUT I don't have the money right now. This is the 2nd phone in less than a year that's giving me problems. I regret switching over to Motorola..very unfortunate as being a 1st time consumer of your product, deeply disappointed.I **** wait for a few months so that I can afford to pay the penalty AT&T **** charge me for switching phones which I **** GLADLY pay!! Incredible

Desired Settlement: I would like to be given the $ amount I paid for this phone. I CLEARLY haven't received the intended benefit of the phone. 2 replacements in less than a year..will be 3 if I decided to order yet another (more than likely) defective Moto X!

Business Response: Initial Business Response /* (1000, 5, 2015/10/20) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer is outside of our return time of 14 days (30 days for California). We **** not be refunding the customer. If the customer wishes they can complete trouble shooting on the device and if it is not successful we would be happy to replace the device. Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola response is clearly flawed and lacks any merit!! If Motorola actually looked into the complaint and reference # I provided in my earlier message, they(Ashley) would have seen that 1)This would be the 3rd phone I would be getting in the last 10 months!! CLEARLY this phone(Moto X 2nd Gen)is deeply defective. 2)So they(Motorola) want me to "troubleshoot" the device which I have done on numerous occasions(by the way both by myself and with 2 Technicians from their Tier 2 dept) then if the problem still persists, I should ask for a replacement of a phone that I already replaced twice??? That makes ZERO sense! Final Business Response /* (4000, 9, 2015/10/22) */ Contact Name and Title:******* Contact Email: *******@motorola.com Our warranty states that at our sole discretion we **** replacement with a reconditioned/refurbished device, replace with a new device or refund the consumer. We have replacements options available to replace the device, therefore, we would replace the device. We **** not refund the customer as the are outside of our return time. Final Consumer Response /* (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I **** switch to a more reliable/customer friendly and reputable phone company in earnest. Thank goodness consumers have a LOT of viable options. **** also make sure I notify as many people as possible to stay away from ANYTHING that has Motorola written on it. BIG mistake on my part....never again

10/23/2015 Problems with Product/Service
10/22/2015 Problems with Product/Service
10/20/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Description:I bought a defective product and I need a replacementOn January 19th 2015 I bought a bluetooth headphones model # S10-HD by Motorola from Groupon. I purposely purchased this headphone for my Gym workout, never used it for anything else. To my surprised it stopped holding charges so I thought I was not charging it properly so I decided to actually stay with it while charging it. Once completely charged I turned it off but it won't turn off so I unattached it from my phone and I tried turning it off still nothing. So I went online and I chatted with Motorola customer service and the guy by the name of ******* and told me that they need a proof of purchase. So I email the proof to him and said he would send me a mailing label to me so I can mail the defective headphone in for a replacement. When I did not see the email I sent another email asking about the mailing label and I got a response back they are experiencing some difficulties with their system that If I want I can cal the 1-800 number. So I called the number and explained everything to the customer rep. in south America that the call was routed to and she said she would have to transfer me to United States that they would be able to help me better. I got transferred to a lady by the name of Kaye from Motorola Customer Experience Support, Motorola Mobility Team, she said she would exchange the headphones and offered me the Moto Surround, which is a bluetooth but you have to wear it around your neck and I said I would prefer the exact one that I have. Then she said Motorola stop making the S10-HD. I told her the options she gave me will not work that I only use the headphone for workout. She told me to hold, then came back and said she would replace my defective headphone with the S11-HD. She told me to mail the defective one to the address she woulsd send in an email to me. When I received the email, she said the company is out of the S11-HD headphones that she would get back to me. I believe this was a plot not to replace it. Product_Or_Service: Bluetooth Headphone

Desired Settlement: DesiredSettlementID: Replacement I want the product replaces as stated by the customer representative that I spoke with since the defective product is still under waranty.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/19/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service
10/19/2015 Billing/Collection Issues
10/19/2015 Problems with Product/Service
10/19/2015 Billing/Collection Issues
10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently cracked the screen on my motorola nexus 6. the phone is under warranty still as was confirmed by the motorola representative i spoke with. under warranty, there is an exchange program to send me a phone and i **** send my phone back, and the cost is 175 for the screen. all of this was confirmed and i was charged multiple times and each time the claim was cancelled because motorola is telling me that they no longer have that exact model phone in their warehouse and therefor cannot do anything for me. there are other nexus 6 phones, different colors and such, but because they don't have my exact phone color they refuse to honor my warranty. My motorola incident RMA number is XXXXXX-XXXXXX Product_Or_Service: nexus 6

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like motorola to honor my warranty and replace my phone.

Business Response: Initial Business Response /* (1000, 5, 2015/10/06) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We would be happy to process a replacement for the customer, however the credit/debit card the customer is using to process a replacement is being declined by the financial institution. We recommend that the bank contact their financial institution and once it is resolved on their end they may contact us back to process a new replacement RMA. Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the bank and all is fine, they say that there was an issue in Sep when this was first tried but no attempts have been made since. Please run this card or contact me to provide another card if you have any problems. I have tried to go through the 800 number again but they refuse to help because they say the item is not in stock. My email is **********@gmail.com if you would like to reach me that way, or call XXXXXXXXXX, but when I call the 1800 number, no one **** help me so that is not an option. Final Business Response /* (4000, 9, 2015/10/06) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We have contacted the customer and processed a new RMA.

10/16/2015 Problems with Product/Service
10/16/2015 Problems with Product/Service
10/15/2015 Problems with Product/Service
10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My defective phone now with Motorola repair for longer than 11 days with no sign of a return date. Dates delivery promised were missed without notifi This is Motorola case number XXXXXX-XXXXXX and have been in contact with the service center at X XXX XXX XXXX. On 3/17 I called Motorola to report a defect on my new Moto G. The technician forwarded me a Fedex label on that day to return the phone to the repai center. On 3/20 I packaged the phone and returned it to Motorola repair center using the label furnished. On 3/24 Confirmation of device receipt email was received On 3/26 an email from ********************** was received advising that my model was not available and they would substitute with a similar product. On 3/27 I agreed to the product replacement/substitution. On 3/29 I called customer service at the above 800 number to understand date of shipment and delivery date. The customer service representative assured me it would be sent on 3/30/2015 and delivery assured by 4/1/2015. Today 4/3/2015 I've yet to receive my phone from Motorola. I've not received further communication from Motorola for the missed delivery date or a future promise of delivery. The poor business practices observed thus far lead me to believe my phone is gone. I've been lied to repeatedly when calling customer service yesterday and today. I've spoken today to a lady named ***** and she could not tell me where my phone was or when it would be shipped. She forwarded me to the replacement team's line and here I sit for the past 55 minutes with no hope of response. The reason I am certain there is no hope of response is this is a common practice of Motorola customer service. I am a technician and work in a sales organization. The absence of my cell phone has impacted my ability to travel to customer sites and thus placed me in a precarious position with my clients. Assuming my phone would be returned last Wednesday, I made appointments for this coming Monday that I **** not be able to keep once again.

Desired Settlement: At this point I am thoroughly disgusted with the Motorola organization. I either want a full refund for the current phone $ 200, or a higher model phone that is of better quality and I will not need to deal with their customer service organization again. The above in no way addresses the problems I've encountered trying to make a living with the absence of my mobile device. I believe they owe me much more than what I've asked for above but am willing to settle just to end this quickly.

Business Response: Initial Business Response /* (1000, 15, 2015/10/14) */ Contact Name and Title:******* Contact Email:********************* This is resolved. The customer was provided with an X code to place a new order. Initial Consumer Rebuttal /* (3000, 17, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never provided anything resembling an X code at any point in time. I have retained and re-reviewed the two email notifications and it mentions nothing to that effect. I reached out to customer service repeatedly requesting a replacement and met with mis-information and repeated lies regarding expected delivery dates. Customer service promised to return my phone on three separate occasions and missed each without notifying me. After one week of repeated calls to customer service my call would be diverted to record a message soon after I entered my mobile number. Communication was so poor that at times I was convinced my phone would never be returned. I explained repeatedly that my phone is important to my job yet no one assisted me in my plight. I repeatedly asked for a replacement and even escalated to management but was never offered a replacement. The statement that I was offered an X code for replacement is in line with all the rest of false statements made throughout my two week plight to get my phone repaired. No, this case is not resolved in any way form or fashion. I was unnecessarily put out for over three weeks, mis-informed on the verge of lies, and handled in an unprofessional manner. Final Consumer Response /* (4200, 21, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Two separate repairs with Motorola have taken place with me. The Moto X repair and replacement proceeded smoothly. The case I have raised here is with the Moto g. That repair order started on 3/16 and concluded on 4/6. This case cites the extended time taken to repair my phone. The case with BBB was opened before 4/6, at a time when I could no longer get a truthful response from Motorola customer support on the status of my repair. Communication was so poor that I had given up hope of ever seeing my phone again. What is not cited in the original case notes was the item sent. I received a used open boxed phone instead of the promised new replacement unit. The basis for this complaint is not a missing phone, but the length of time, poor communication, false claims, and lack of professionalism showed by the Motorola repair center. This is my complaint. In your response******* I have not detected any sign of surprise over the poor performance of your team and confident this is your level of service. Assuming this is true, I believe your clientele should be aware of this before making a purchase. Final Business Response /* (4000, 19, 2015/10/15) */ Contact Name and Title:******* Contact Email:********************* I apologize for my misinformation the customer also had a Moto X phone that he was provided an X code for. The Moto G 2nd Generation device was replaced under RMA XXXXXX-XXXXXX. We do show that a replacement was shipped out via ***** tracking number XXXXXXXXXXXX on 4/6/2015 and delivered on 4/6/2015.

10/14/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My order number for the device I ordered is XXXXXXXX. I returned the device for a refund and you received the device on September 25th. I still have not received a full refund for my return. I have called the company numerous times without a resolution to my problem. I have been given countless RMA numbers but the original one associated with my return was XXXXXX-XXXXXX. The tracking number for the return is XXXXXXXXXXXX. I need a full refund of $429.99 to my credit card immediately.

Desired Settlement: I'm seeking a full refund of my original purchase which is $429.99. The device was returned and received by your company on September 24th well within the 14 days return schedule from the date I received the device.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer was refunded $415.99 on October 7. It can take 3-5 business days to reflect back in the customer's account. We are processing the refund for the remaining $14 and the customer **** see this reflect back in their account within 7-10 business days. Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) After hours and hours on the phone they finally corrected their mistake although waiting 13-15 business days for a refund is absolutely ridiculous at least I **** finally get my money back.

10/12/2015 Problems with Product/Service
10/12/2015 Problems with Product/Service
10/12/2015 Problems with Product/Service
10/12/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a phone from them 9/02. Got an order number from the company the same day. The order status was "Order Approved" for over 2 weeks without any further update. During those two weeks I talked with numerous techs both in chat and over the phone. I had assurances from many that my phone was being processed on time and that my time of delivery, 9/15, would be kept. I talked with one particular individual that emailed me and promised to email me updates on my order and would respond to any email I sent him. I have not heard from him at all. Between this and the blatant lies told to me about the order of my phone, I was very upset. These weren't mishandlings, they were lies to get me off of the phone. Below is a copy and paste from a few of my chats. --- ***** Thank you for patiently waiting. As I checked it here, the scheduled ship date is 09/09/2015 and the Expected Delivery date is on 09/15/2015. I do apologize. The tracking number is not generated yet. But I assure you that once the tracking number is ready you will receive an email about it. *****: So is it just a case that my order status hasn't been updated? My device is built and ready to ship today? You can verify that? ***** Yes, absolutely and once your device is ready to ship out. ***** You will automatically receive an email about it. *****: Alright, thank you for looking into this! ***** It is my pleasure to help you *****. --- ***** Well i checked here ***** and at this point there is nothing we can do, once it arrives to the US on the other hand we will have more chances to speed things out for you ***** but we need to wait a bit more, as I said i can take a look at this for you daily, it wont be an issue. *****: That is very frustrating. I understand there will be delays, I get that, but I've consistently inquired about this so it wouldn't happen to me, that someone might notice there was a delay and be able to do something about it. I'm disappointed. ***** Well being honest with you i would feel exactly the same if i were in your shoes,so i do understand your frustration of course. *****: How will you check on this daily? Will I get emails or what? ***** Exactly. ***** I can send you follow up e mails. --- On 9/15 I called and had them check my order again. The first lady told me that my order will be arriving today and to wait until the end of the day. I told her that I did not believe her and wished for her to escalate my call to the next tier of support. I talked with the new lady and she assured me that within 24 to 48 hours that I would get an update on my phone. She stated there was an issue and many orders were delayed and that she has no direct contact with their own warehouse and that should would need to email them to get a response. She would not email me and promised to email me with an update. Over 24 of those hours later I have not heard back. On 9/16, today, I called again to inquire. Eventually I got to the same tier as I got to yesterday and this gentleman told me the same thing, that my phone was delayed and that he would have to email the warehouse. I expressed my frustration and told him that if I ordered the phone again today using the same method I did before, that they give me an estimated time of delivery of 9/23. That would be earlier than any estimate he would give me and told me NOT to trust the site you order the phone from. That really caught me off guard, that they seemingly display wrong dates on their website before you submit your order? Awful. He told me that he would email the warehouse with a "red flag and all caps" email and assured me that this was all he could do for me. He also assured to contact me within 24 hours with any news he gets. An hour later I get an email from Motorola saying my device is being built. I have several of my chats saved and I know for a fact they keep records of my calls because they have referenced them before to me.

Desired Settlement: I don't think I want anything. I would take a discount of the phone but that would be it. All I want is an apology for being blatantly lied to about my order.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer's order was delivered via Fed Ex tracking number XXXXXXXXXXXX on 9/22. We apologize if the customer was provided with misinformation. We are not in the position to provide the customer **** a discount on the order. We consider this resolved.

10/6/2015 Problems with Product/Service
10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Motorola G phone. My estimated delivery date was Sept 17. On Sept 17, the order did not arrive. I contacted customer support who said the delivery date was changed to Sept 21. On Sept 21 I contacted support who said the shipping date was changed to the 23rd (note: the wording here was changed to "shipping" date). I asked to cancel the order at this time and was refused. I called on Sept 22 and asked to speak to a manager to cancel the order. The manager assured me the order would be cancelled and I would be issued a refund. No refund was issued. The order shipped on the 24th and arrived today.

Desired Settlement: I would like a full refund of the phone and protection plan. If Motorola would like the phone back, they can mail me a paid mailing envelope and box and I will ship it back. At this point, I do not trust that I will be issued a refund after I ship the order back and returning the order before a refund is issued is unacceptable to me.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer spoke with our Executive Customer Relations Department yesterday regarding this order. The customer was told that we can not refund for the order until we have received the product back. The customer was sent a prepaid return label, once the device is returned the customer **** receive their refund within 7-10 business days. We did cancel the Moto Care Accident Protection Plan yesterday and the refund customer **** receive that refund within 7-10 business days. We **** not refund the customer the remaining amount until the device is received. Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is completely unsatisfactory. The company has failed to satisfy a single promise made. Three different shipping/delivery dates were given and none of them were correct. I was told by a supervisor at the company that my order was cancelled when it was not. I have absolutely 0 confidence that returning my item **** result in a refund, given the experience so far with the company. If this is a mutual exchange, they are the party responsible for proving trustworthiness at this point. I do not accept excuses about their logistics problems or "small window of ability to cancel an order". For an online retailer, these excuses are beyond ridiculous. Motorola can refund my money and apologize for giving me false information on 4 separate accounts, and I **** return the item. That is the only satisfactory conclusion, and I am not even asking yet for the opportunity cost of the hours of time I've spent talking with their support staff under false pretenses provided by that staff. Final Consumer Response /* (4200, 11, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lying and/or misinforming a customer on 4 separate occasions and not following through with a single promise made, and then demanding to set the terms for recompense which happen to require further trust from the customer is not acceptable. It doesn't resemble a transaction between two equal parties; it is bullying. There also comes a point at which continuing to advertise "delivery" dates or shipping dates that you cannot meet becomes outright fraud. Final Business Response /* (4000, 9, 2015/10/01) */ Contact Name and Title:******* Contact Email: *******@motorola.com I apologize for the misinformation the customer received when they were informed the order was cancelled and for any inconvenience this may have caused. We **** not refund the customer until the product is received back. If the customer does not wish to return the product we consider this resolved.

10/1/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service
9/29/2015 Guarantee/Warranty Issues
9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed order 01211182 with Motorola on 9/2/15 to purchase a Motorola X Pure cell phone. I was advised I would receive the device on 9/15/15. As the date got closer I noticed the order had not changed and stayed in an accepted process. I contact Motorola 9/10/15, 9/11/15, 9/14/15, 9/15/15, 9/16/15 and heard from them today via Voicemail 9/17/15. The conversations on 9/10, 9/11 and 9/15 were via email in which I kept being advised not to worry about what I was seeing as I could not see the actual status of my order despite the fact that I looked it up on their website. I was advised the order was being processed. I was advised on 9/11/15 by**** via email that the order would ship on 9/13/15 and I was receive it on 9/15/15. On 9/14/15 I contact Motorola via chat due to concern that the order still had not changed its status. I was advised it shipped on 9/9/15 and I would get it on 9/15/15. When I asked the person I spoke with whose name was listed as ******** for the shipping and tracking number of my order. She advised me she did not have that information and she could not get it. I expressed concern for the lack of this information and she advised me I needed to wait the 24hrs until the 15th that I would get my phone. On 9/16/15 I spoke with **** who advised me my order never had been processed and was indeed stuck and she would escalate it and I would need to wait 24hrs for someone to get back with me. I did get a Voicemail today from a rep named ***** from Motorola who said they were still trying to find out what happened with my order and why it was not processed. She stated they had escalated it to their IT dept, she advised me that they would work to get my order completed and at some point it would ship out but she was not sure when that would be as they did not know when my order would be fixed. I am rather concerned at the poor handling of Motorola and their customer service in this matter and they do not appear to have a way to reach a customer complaint dept. I can forward you any and all email and chat logs I have from Motorola if you need them.

Desired Settlement: I was my order completed and at this point I feel they need to ship it overnight or offer some discount since I keep getting the run around from them.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ Contact Name and Title:******* Contact Email: *******@motorola.omc The customer contacted us on 9/24/15 to cancel the order. The order has been cancelled. We consider this resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been using iPhone for over 6+ years and never had a screen broken like this. My Moto X2 is still under warranty, fell only by 4 inches while I was trying to keep it on my center table. I was trying to keep the phone on top of a book, and my daughter took the book away at the same time. I was shocked to observe that the screen broke into pieces. If it was an iPhone - it would not have broken like this. I later realized from multiple forums that Moto X2 has a very bad screen, and it is false on Motorola's part to advertise this as Cornig Gorilla glass (https://www.motorola.com/us/motomaker?pid=FLEXR2#moto-x+1-story-specs). I have created a support case #XXXXXX-XXXXXX, but they are asking me to pay for it saying that it was my mistake of causing a physical damage. I don't understand how can a screen break like this given the scenario. Not only Motorola is making cheap quality products, but they are refusing to listen to customers. All I am requesting now is to replace my screen, or give the $125 credit to get this replacement done.

Desired Settlement: Replace my current Moto X2 phone with a new one.

Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ Contact Name and Title:******** Contact Email: *******@motorola.com Motorola's devices do have Gorilla Glass. However, this is still glass which is breakable. Gorilla Glass is meant to prevent deep scratches which could cause the screen to shatter. It is never stated that this glass is unbreakable since it is still glass. The customer dropped his device which caused the screen to crack. Many different factors contribute to a screen cracking such as the height the device is dropped from, the angle at which the device is dropped, the speed at which the device falls, and the angle of which the device lands. Motorola's warranty does state that physical damage is not covered. It states "this warranty does not apply to: (b) Cosmetic damage, including but not limited to scratches, dents, cracks or other cosmetic damage. (d) Damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external causes." This warranty information can be located at; https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%XXXXXX.pdf Since the customer dropped his device he **** need to pay for the physical damage fee of $125.00 plus tax if he wishes to process a replacement. This fee **** not be waived. Motorola considers this matter resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company is not only making bad products, but is making false claims. As I mentioned, an iPhone would not have had a damage like this. It is just a mis-representation of facts and cheating customers. Final Business Response /* (4000, 11, 2015/09/29) */ We are not able to comment on Apple's products as we do not sell them. Motorola's products are sold with Gorilla Glass. However, while Gorilla Glass is more durable it is still glass, which is breakable. Since the customer dropped his device he **** need to pay the physical damage fee of $125.00 plus tax if he wishes to have it replaced. If the customer wishes to process a replacement he may contact us and we would be happy to assist him. If he does not wish to pay this fee and process a replacement, Motorola **** consider this matter resolved.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I preordered a Moto X Pure Edition from Motorola's website on September 2nd around 2:30 PM EST for $529.99 total with an estimated delivery date of September 15th. My order number is XXXXXXXX. I received an order confirmation via email at 2:54 PM EST again listing an estimated delivery date of September 15th. My Order Status Page shows an "Order Approved" status as of September 2nd. Other customers who bought their phones after me report that their status have been updated to "Device Being Built" and have received emails from Motorola saying "We're Assembling It". I have not received any further update emails from Motorola saying my device is being assembled and my order status page still shows "Order Approved" on September 2nd as of September 16th 8:47 AM EST. I am now worried their is an issue with my order. I contact Motorola via their chat support and ask if there are any delays with my order. They assure me that my order is on time with a scheduled ship date of September 9th and the expected delivery of September 15th. On September 10th, I did not receive a tracking number so I contacted support again. I was once again told it was scheduled to be shipped on the 9th but instead would be shipped on the 10th. They tell me to wait until September 16th for any escalation. On September 11th, I was told the same thing but the device would be shipped on the 11th now with an expected delivery date of the 15th. I still did not receive a tracking number. I contacted Motorola Credit, which I used to pay for the device, and they told me my payment was approved and there weren't any issues with payment. I contact Motorola on the 12th and 13th. They tell me that my device is ready to be shipped and I **** receive a tracking email when it is sent. I am assured I **** still get my device by the 15th. On September 14th, I called Motorola 2 times. The first time I was transferred to an Apartment complex. The 2nd time I was told I would just have to be patient and wait for my device. Chat Support tells me I should still get my device on the 15th. On September 15th, my device is not delivered. I contact chat support and they say they **** get me into contact with an Order Admin finally. The Order Admin gives me no new information and basically says that I have to wait for the device to be shipped. Today, September 16th, I contact chat support again. They tell me I had an expected delivery date of September 15th but orders are delayed. They tell me my phone **** be shipped on September 21st or 23rd. Basically, I paid $530 for a device and no one **** give me any consistent information regarding when I **** get the device. Motorola's customer support is useless.

Desired Settlement: I am seeking a full truthful disclosure of the status and delivery of the device I purchased in a timely matter.

Business Response: Initial Business Response /* (1000, 5, 2015/09/18) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We **** be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Motorola and offered an apology for the delay with my device, which I accept. I was provided regular updates in regards to my device, my order status page was adjusted to show the correct status, and I was informed of delays. My device has now been shipped and **** be delivered this week.

9/28/2015 Problems with Product/Service
9/28/2015 Problems with Product/Service
9/28/2015 Problems with Product/Service
9/28/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/23/2015 Guarantee/Warranty Issues
9/22/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a $300 motorola phone, before the first year the headphone audio started failing (Still under warranty) they kept telling me to do things like upgrade, reset, this and that so many times that it took months (and hours on the phone!!!) for them to realize that the phone had a physical problem and had to be fixed, however, I spoke with ********** but he told me that because it took so long they say now the phone is out of warranty and I need to pay $100 to fix it.I spoke with the supervisor (*****) and he and **** said that they understand that it seems like a scam but the system will not allow them to do what's right.I don't know if this is a scam or not but it sure works for motorola doesn't it? Product_Or_Service: Moto X first gen

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want my $300 to work at least like my other $20 works, I want it repaired.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ Contact Name and Title******* Contact Email: *******@motorola.com Customer called in (6/3/2015) and was made aware that he had 6 days left on the warranty. Customer was also made aware of our replacement options. Customer stated he would like to choose the exchange option that needed a credit card and he would call back when he was able to. Customer called in on the last day of his warranty (6/9/2015) and stated that he would call back when he had a credit card. The customer called in on the day (7/6/2015) after his warranty ended and tried to process an exchange but was being charged the out of warranty fee. We **** not be waiving this fee since the customer was well aware of his time frame and our replacement options. If the customer wishes to process a replacement he **** need to pay the out of warranty fee and may contact customer service to set this up.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was assured the device would be "like new" and fully tested. I specifically told the representative multiple times that I am a software engineer and I couldn't afford to have a handset that was only tested to work for the average consumer. I was assured the replacement would be in perfect working order and tested as well as a new handset. This was clearly not true. The handset's bluetooth adapter is not working properly. I have isolated this fault to the replacement handset. I have done enough testing with other bluetooth accessories and other handsets that I am confident this replacement handset is defective, yet I'm stuck in Motorola's "we need to troubleshoot" routine. I'm not interested in troubleshooting a device Motorola claimed was tested thoroughly. I have been asking Motorola to ship me a NEW (not refurbished) handset to replace the defective refurbished handset. Motorola reference number: XXXXXX-XXXXXX I paid a lot of money for the original handset, and had to live for months with a loose USB connector because Motorola jerked me around about exchanging it, and it wasn't enough of a problem to spend the money on an advance exchange (not having a mfg store exchange program is shameful). I haven't had a fully working handset since the week I purchased it because the first thing to go was the USB connector (weak solder point), then the screen cracked. Finally when I returned the phone and paid a lot of money to have it replaced, the replacement works no better than what I sent back to Motorola in the first place. This is months of being jerked around by Motorola over one piece of lemon hardware.

Desired Settlement: The settlement I am seeking is a replacement with a NEW handset (NOT refurbished), and a refund of the cost of the advance exchange I paid - I paid money to receive a fully working handset. I didn't receive a fully working handset, and in addition I've been jerked around and wasted at least 8 hours on data migration to a handset that doesn't work properly. I paid the advance exchange fee because by the time I returned the handset there was a crack in the screen that I caused, but the phone already had an issue with the USB port coming loose from the circuit board starting in week 1. After all this run-around, Motorola should not be charging me above the original cost I paid for the handset originally. If Motorola is unwilling to replace the handset with a NEW, non-refurbished handset, and grant a refund on the repair charges I've paid, I am not interested in further dealings with Motorola and request a refund of the full purchase price of the phone in addition to a refund of the full cost of the advanced replacement, and I'll take my business to a different manufacturer who can build a working handset. This process has been a costly, time-consuming nightmare for me (I've been hung up on by Motorola reps at least 5 different times, and even on web chat the reps close the chat to avoid taking responsibility for the issue) and I'm tired of the run-around on the phone with people who can barely speak English - to be clear I have no problem with people trying their best to speak my language and earn a living, but the fact that Motorola off-shored support to people who aren't able to speak English well enough for a native English speaker to make out what they're saying, is very telling about Motorola's customer service policies. Motorola needs to get it together. For what I paid for the handset, plus what I paid for a repair I shouldn't have received a defective handset, particularly after explaining I'm a software engineer and I need a working handset. And after all of that, to still be jerking me around is ridiculous. I'm not interested in any more run around from Motorola. My handset has been a lemon since the first week I've had it.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ Contact Name and Title:****** Contact Email: ceomoto@motorola.com Per our warranty it does state that we **** 1 repair the customer device, 2 replace the customers device with a new or reconditioned device, or 3 refund the customer at our sole discretion. The warranty can be viewed at the below link https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%XXXXXX.pdf The customer has not completed the necessary troubleshooting steps. We are not in the position to refund the customer. However, we would be more than happy to replace the customers device after the necessary troubleshooting steps have been completed. If the customer follows the troubleshooting steps and they are not successful we can process a replacement if the customer wishes. However, the replacement device **** be reconditioned/ refurbished.

9/18/2015 Advertising/Sales Issues
9/17/2015 Problems with Product/Service
9/16/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service
9/14/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased aa phone from Motorola as a back up to my primary device to learn that the craftsmanship was not up to par. I have contacted the company and they have refused to budge on my requests. I am also filing a complaint with my bank as well.

Desired Settlement: I am seeking a full refund or a trade in value of a fair amount or a compromise on my latest purchase

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customers device was purchased on 6/15/15. The customer is outside of our return time frame of 14 days (30 for California). Below is a link that includes our return policy. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Terms_of_Sale/About_Motorola-Legal-Terms_of_Sale.html The customer did contact us stating they were having trouble with the device and did go through trouble shooting, however the customer stated the troubleshooting did not help. We offered the customer replacement options and the customer declined them. We would be happy to assist the customer with a replacement, the device **** be like for like meaning the replacement **** be the same as the original device. We are not in the position to refund the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) THeir trouble-shooting was to take the case that was listed on their website and see if that would help. There was no replacement options given, just send the device back we **** look at it if its an issue we are going to send you back the same one. I do not need a same device because I just repalced it with an updated model and hopefully this one **** work better. Their postion is unacceptable on the sheer basis on their own website they welcome trade ins with purchase. I am not asking for the extreme here. So either they make this situation right or I **** continue to persue this issue. Final Business Response /* (4000, 9, 2015/09/10) */ Contact Name and Title:******* Contact Email: *******@motorola.com The trade in program that we offer is only valid on non customized devices. The customers device is a customized device; therefore, it does not qualify for a trade in. http://www.motorolatradein.com/ The customer is outside of our return time frame by 2 months; therefore, we are not in the position to honor a return for a refund. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Terms_of_Sale/About_Motorola-Legal-Terms_of_Sale.html At this time the customers options would be an Advanced Exchange or a Return and Exchange. If the customer does not wish to take advantage of getting a replacement we consider this resolved.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They put a wrong shipping address in my order, and I am in the phone for more than two hours, on hold for more than 1 hour, and still no one can fix it. They make a mistake and then I have to spend so much time to fix it. What a great customer service!!! This is the RMA number of the order: XXXXXX-XXXXXX

Desired Settlement: I want the phone to be shipped to the correct address, and I also want to be compensated for my time. How can you keep a customer on hold for more than an hour?

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The address was updated on 9/4/2015. We consider this resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they updated the address, can you forward this question to them? How can it take more than 2 hours to fix this? Why are they not doing their job properly in the first time? Final Business Response /* (4000, 9, 2015/09/10) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We apologize for the time frame that it took to update the information. We **** be providing coaching to the people the customer spoke with where necessary. We consider this resolved.

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April XX XXXX, I purchased a brand new Nexus 6 for $839.95 ($749.95 plus taxes). On June 8, I reached out to Motorola regarding a manufacturer's defect (swollen battery issue). We requested a brand new device. Given the price and the timing (1 month after purchase), we didn't want a refurbished unit. On June 11, Motorola provided written confirmation they are making an exception and **** exchange for a brand new device. Incident: XXXXXX-XXXXXX July 8, device is shipped. The seal is broken and according to Motorola's documentation, the device has minor scratches. July 25, Motorola Service Center Manager confirms device is brand new. I send photographs of documentation and scratches. I ask if a refund is possible. Three weeks later I am told refunds are not possible despite it being clearly documented in the warranty. We need to go back to getting a brand new device. Aug 23, I am sent pictures of my "new" device after Motorola broke the factory seal to confirm there are no scratches. I am not willing to accept open box as brand new especially given my earlier experience. Now Motorola just keeps claiming "If you are not willing to accept this device we **** be unable to assist you further." It's been 3 months! I have been continuing to pay my phone **** ($150) with no phone to use. For the record, the following is amazon's definition of new: New: Just like it sounds. A brand-new, unused, unopened item in its original packaging, with all original packaging materials included. Original protective wrapping, if any, is intact. Original manufacturer's warranty, if any, still applies, with warranty details included in the listing comments. Source: http://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-1?ie=UTF8&nodeId=XXXXXXXXX&qid=XXXXXXXXXX&sr=1-1

Desired Settlement: At this point, I'm willing to absorb my phone bills. I just want a cash refund for the phone ($839.95)

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Contact Name and Title: ******* Contact Email: *******@motorola.com I have spoken with the customer several times regarding this same issue. The customer's first request was for a refund which was denied. Motorola's warranty states; "If a covered defect or damage arises and a valid warranty claim is received within the applicable Warranty Period, Motorola, at its sole option, unless otherwise required by applicable law, **** either (1) repair, at no charge, the defect or damage using new, used or reconditioned/refurbished functionally equivalent replacement parts; or (2) exchange the Product with a replacement Product that is new or which has been reconditioned/refurbished or otherwise remanufactured from new or used parts and is functionally equivalent to the original Product; or (3) refund the purchase price of any Products covered by the terms and conditions of this Limited Warranty. It states that it is Motorola's sole option which of these options **** be offered. Since we have repair and replacement options available a refund **** not be offered. The full warranty can be located at the following: https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%XXXXXX.pdf The customer was instead offered a replacement. The customer's first replacement device was a new device. Motorola made an exception for the customer by providing a brand new device rather than a repair of the current device or a certified like new replacement device. The customer was unhappy with the device as the seal had been opened and there were scratches on the screen protector so he felt that the device was not new. The customer again requested a refund which was denied. He was offered another brand new replacement. Motorola's corporate office opened the box of the brand new replacement to take pictures of the device. Since the customer had experienced issues with the first replacement device Motorola took these pictures for documentation purposes. The device is still a brand new device and has never been used. The customer was informed that the box had been opened for this purpose and he is unwilling to accept it. He states that because the box was opened the device is no longer new. The Amazon definition the customer provided does not apply as Amazon is a separate company and does not follow the same policies or procedures of Motorola. We are willing to honor to customer's request for a brand new phone as an exception to normal policy. However, the device we **** provide **** have the seal opened. If the customer is not interested in receiving this device we **** be unable to assist him further and Motorola **** consider this matter resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The heart of the dispute is the definition of a brand new item. I think items that have factory seals are only considered new when the factory seal is in place. Once the seal is broken, the item can no longer be considered new. In Canada, the item would be considered Open Box and cannot legally be described as new. I have never heard of a Business consider a broken seal as a new item. Amazon (the largest retailer in the world) has defined new and their definition is consistent with my understanding - see my original complaint for their definition. In fact, Motorola ships new devices with the seal in place (i.e. they do not break the seal before shipment which is what Motorola is offering). I know this because when I originally purchased my new device, the seal was in place. I would not have accepted it if the seal was broken. I do not accept a broken seal as new. Final Business Response /* (4000, 9, 2015/09/09) */ I have personally spoken with this customer several times in regards to this same issue. It is the customer's opinion that the seal on the box being opened changes the fact that the product is new. Amazon's definition of the word "new" is not relevant as Amazon is a separate company. Since they are a separate company they do not follow the same policies or procedures as Motorola. The customer already received a brand new replacement as a one time exception. He was unhappy with the device as he did not feel it was new. We agreed to send the customer one more new device. However, we informed him that due to the issues with the first replacement we would be opening this device to take pictures of it before shipping it to him. These pictures are needed for documentation purposes for Motorola. The device is still a brand new device and has never been used. If the customer is not willing to accept the brand new device we are offering, with the opened box, we **** be unable to assist him further and **** consider this matter resolved.

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the baby monitor around 10/14 and the battery stopped working. I called they never sent it out. Which really wasn't a problem because it worked while plugged in. Well about 2-3 weeks ago it stopped working completely. I called again they said they would send a shipping label and they never did called a week later they said they would send again. Once again I never received it. They said the order was never place (Candi the manager) So I asked if I needed to get a lawyer to get this matter taken care of. They said no and I said ok. Well I call today because I still haven't received the shipping label and they said my case was in Legal and that they couldn't talk to me. I said ok can you transfer me to legal or give me the number. I live in a 3 story townhome and work in my basement so I need this monitor to watch and listen for my son. They stated they couldn't transfer me or give me the number and that I should hopefully hear someething soon. Its been over 3 weeks that I have been trying to get this replaced eunless you include all the way back to Jan. I have emailed, called, messaged on facebook and no one seems to be able to help me. All I want is either my money back so I can replace my monitor or them to replace the monitor for me.

Desired Settlement: Replace my monitor with a working one or refund my 250.00 so I can purchase a new one. 8 months is a long time to wait for replacements!

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ Contact Name and Title******** Contact Email: *******@motorola.com We **** be reaching out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still have not contacted me it has been a week. I have been dealing with your company since January to try and get my monitor working up to par and you have yet to do anything you said you would do. Here is my number once again please have someone contact me by the end of the week XXX-XXX-XXXX Final Business Response /* (4000, 9, 2015/08/26) */ We **** reach out to the customer.

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 6th 2015, I had contacted Motorola about repairing the broken screen of my Motorola Nexus 6. During the eChat, the representative told me that the physical damage fee would be $125. I agreed to this since it was a bit cheaper than a local repair shop told me it would be and he even contacted me over the phone and reconfirmed the amount. However, when I received my repaired device back, I had been charged $175. When I contacted Motorola about the situation, they said that I was given false information and there's nothing that they could do, even though a Motorola representative twice told me that it was indeed $125. I have a chat record of the conversation that I had which does state the repair cost is $125. Again, I would have went to a local shop for the repair instead if they had told me the correct cost and I don't see why I should have to pay for their mistake. Product_Or_Service: Motorola Nexus 6 repair Account_Number: RMA - XXXXXX-XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) The representatives have attempted to settle this (and they have been very polite), however the most they were willing to offer was a $50 credit towards their online store. I appreciated the offer but find this unacceptable since I would have never agreed to the cost to begin with. A $50 credit back to my credit card is the desired outcome.

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be refunding the customer for the difference. The customer **** see the refund reflect in their account within 7-10 business days.

9/4/2015 Problems with Product/Service
9/3/2015 Advertising/Sales Issues
8/31/2015 Problems with Product/Service
8/31/2015 Billing/Collection Issues
8/27/2015 Guarantee/Warranty Issues
8/27/2015 Problems with Product/Service
8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We placed an order on August 7th for a Motorola Moto G 3RD Generation ( White ) 16GB - 2GB Ram Unlocked phone. The delivery date was set for August 24th. After resolving some onhold issue the the status of the order has shown as completed since the night of the 11th and the next step is to ship the item to us. We were told several times over the phone that it was on track to be delivered on the promised date. On Wednesday we called as no tracking information had been provided and were told over the phone that it was being picked up by courier that day and we **** receive a tracking number. It did not happen. We called yesterday (Aug 21st) and now we are being told that delivery date is September 9th (over two weeks after original time). We **** not have ordered this phone if we knew that phone **** be delivered a month after ordered. There are no excuses for this behaviour specially the repeated times that we have been misinformed. Order Number XXXXXXXX Placed on Friday, 08/07/15

Desired Settlement: We are seeking to expedite the shipping of the phone to honour the delivery date promised written and verbally. If this can not be accomplished please cancel this order and avoid us the hassle of having to return it. Thanks in advance!

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customers order is delayed due to items being out of stock. The order is expected to ship between 8/24 and 9/2. We are unable to cancel the order as it has been sent to our warehouse to be manufactured. When a customer places an order on our website they have a 2 hour window to cancel an order, this information is provided to them when they get their order confirmation email. We are unable to cancel this order. If the customer does not wish to keep it they may contact us when they receive to setup a return. Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) An update on this case. The phone has been received today. Thank you very much for the fast shipping. It is appreciated!

8/24/2015 Problems with Product/Service
8/21/2015 Problems with Product/Service
8/19/2015 Guarantee/Warranty Issues
8/18/2015 Problems with Product/Service
8/18/2015 Guarantee/Warranty Issues
8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order on August 6th for a Motorola Moto G 3RD Generation ( White ) 16GB - 2GB Ram Unlocked phone.the status of my order has shown as Complete the night of the 6th and its next step is to ship the item to me. on the website it says the estimated delivery is aug 19th . as of tonight or 8/14/2015 i still have not got a tracking # for shipping and now there is no way i **** get the product on time . this **** be even a longer delay than the original estimaed date of the 19th because of weekend times that fedex do not work / shipmotorola needs to be very clear that items **** take 3 or more weeks than i would not have ordered it in the first place. Product_Or_Service: Moto G order # XXXXXXXX Order_Number: XXXXXXXX Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Ship my phone overnight by fedex it has already been over a week that is enough of a delay already.

Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ Contact Name and Title:******* Contact Email: *******@motrola.com The customers order shipped out yesterday, 8/14/15 via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrow. We consider this resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As you can see you had to re update the shipping date . Motorola has serious problems with shipping logistics but I'm glad you finally shipped my order . a little to late but I can always return it .

8/17/2015 Problems with Product/Service
8/17/2015 Problems with Product/Service
8/17/2015 Guarantee/Warranty Issues
8/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/8/15 I signed up for Advanced Exchange to return my broken cellphone under warranty. According to their website "You provide us with your credit card information, a $24.99 fee is applied, we place a $500 + tax hold on your card. , then send out a "like new" replacement. Once you receive the replacement and migrate your data, return your defective device to Motorola within 5 days of receiving your replacement device. Once we receive it, we release the hold on the account." I was promptly charged the $24 fee. The RMA created was XXXXXX-XXXXXX and they shipped the replacement phone on Thursday 7/9 with ***** tracking number XXXXXXXXXXXX. However on Monday 7/13 I received an email from Motorola saying my cellphone hadn't been returned yet, I better mail it back soon or I would be charged the $500+. I called their support number at (XXX)XXX-XXXX to tell them I had received this email, but the new phone had not even been delivered to me. I was assured the message was a mistake, things would be fine, "just ignore it". On 7/14, as the tracking number shows, the replacement phone arrived and I picked it up from *****. I returned the phone using their prepaid sticker and writing the RMA number on the envelope. This is ***** tracking number XXXXXXXXXXXXXXX which shows the phone was mailed 7/17 which is within the 5 day requirement. To my dismay I received another email from Motorola on Sunday 7/19 titled "We still haven't received your phone - Final Notice." In it they write "If you have shipped it recently, you can disregard this note." At this point I was beginning to suspect they have screwed this up and did not want to "disregard this note". I called support again at (XXX)XXX-XXXX and spoke with********. I was told again not to worry. I asked for a follow-up email and received the following: "We have created a REF#XXXXXX-XXXXXX for your concern. Just provide this REF# the next representative so that we can easily locate your concern. As I've checked on the ***** Tracking Number XXXXXXXXXXXXXXX), the device is in transit and the expected delivery to warehouse is on 23rd of July, 2015." The fedex tracking number XXXXXXXXXXXXXXX shows they received the phone on 7/22 and I assumed that all was well. Big mistake on my part. On 7/29/15 I received another email from Motorola titled "We did not receive your phone" This email says "Hello. Since we did not receive your malfunctioning phone at our Moto Care service center within the allowable time period, we have charged you the amount of your security deposit + all applicable taxes to cover the replacement phone." For a 3rd time I called Motorola on 7/29/15. I spoke with ********* He told me not to worry, they had the phone, I would not be charged. I have an email from him saying "This is a follow up email with regards to inform you we receive original defective unit under TN XXXXXXXXXXXXXXX on 07/22/2015" On the evening of 7/29/15 my credit card online account shows I was charged $545 by Motorola.

Desired Settlement: I have tried 3 times to work with Motorola to avoid being charged for a phone that I returned as per the agreement. Motorola charged me $545 even after 3 times they promised I would not be charged. I have an email from their representative saying they actually have the returned phone, even though I was charged for "not returning it" I seem to have exhausted all possibilities of working with Motorola on my own to resolve this. I need the help of the BBB here. I would like Motorola to refund to my credit card the $545 they took from me.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */ Also I want to add that I have an email, sent from Motorola, dated yesterday that says " "This is a follow up email with regards to inform you we receive original defective unit under TN XXXXXXXXXXXXXXX on 07/22/2015"" So on 7/29 they had received the original defective unit, but now in order to avoid giving me a refund******* is now claiming they did not receive it. Furthermore******* offers no explanation for why I started getting emails that the device was late in being returned before I even received the replacement. Motorola appears to have mixed up my return with someone else. I want to further point out that the timeline of events does not make the claim by******* that the container was empty credible. The correct tracking number, ***** XXXXXXXXXXXXXXX, shows that the device was received by Motorola on 7/22. If a package is damaged in transit a shipper such as ***** **** note that damage, but no damage is noted here. The phone was returned in the softside mailer that Motorola supplied, and was signed for by a Motorola employee who we are supposed to believe did not notice by weight or feel that the package was empty. As noted, the package was received on 7/22. When I got the notice of being charged since they did not receive the phone on 7/29, or one week later, the notice did not say they got a package and it was empty. When I called to see why I was being charged since I returned the phone the Motorola employee I spoke with did not say the package was empty, and in fact sent me an email saying "his is a follow up email with regards to inform you we receive original defective unit under TN XXXXXXXXXXXXXXX on 07/22/2015" But when I file a complaint with the BBB all of a sudden******* on 7/30 all of a sudden, and for the first time by a Motorola employee, claims the package was empty. I believe they are just claiming this to avoid the refund they owe me. This phone has been mis-tracked by Motorola from the start. Even before I received their replacement they were sending emails asking why I had not returned it. After it was in the mail I received a 2nd email telling me I needed to mail the phone back. They signed for receiving the package, I have an email from them saying they received the phone. The claim by******* they didn't get it after all, a week after the supposedly empty package showed up and a day after I was told they had the phone, simply is not credible. Final Business Response /* (4000, 12, 2015/07/31) */ Contact Name and Title:******* Contact Email: *******@motorola.com The emails the customer received regarding the return are automated and sent out automatically when an RMA is processed. The customer did return a package on under ****** tracking number XXXXXXXXXXXXXXX and we did receive the package on 7/22. Our warehouse noted the RMA on 7/23 stated the package we received was empty. We apologize that the agent the customer spoke with on 7/29 did not communicate this information to the customer. In order to process a refund back to the customer the customer needs to file a claim with ****** and the claim needs to be accepted. If ****** does not accept the claim we are not in the position to refund the customer.

8/12/2015 Problems with Product/Service
8/12/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service
8/7/2015 Guarantee/Warranty Issues
8/7/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service
8/6/2015 Guarantee/Warranty Issues
7/31/2015 Problems with Product/Service
7/30/2015 Problems with Product/Service
7/29/2015 Problems with Product/Service
7/28/2015 Problems with Product/Service
7/28/2015 Problems with Product/Service
7/27/2015 Problems with Product/Service
7/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had sent a Motorola Moto G Generation 1 device to Motorola for Repairs because it had corrupted during an O.T.A Update from Motorola. I sent the device in to either be fixed or replaced. They had determined that the device was utterly defective and had to be replaced. So they were going to ship out a Replacement Device. I have called them over and over after i got a Shipping/ Tracking Number why the device was not shipped. and stuck as Lable Created. Ive been calling them every day sense i got it, and they aren't doing anything about this. They seem to be making excuses that****** hasn't picked it up. But****** has no record of a Pickup scheduled for this package. I want my Device immediately or my money back.

Desired Settlement: I would either Like a brand new Motorola G or My Money back immediately. Ive been waiting a long time and i need this device.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Contact Name and Title:******* Contact Email:********************* We will be reaching out to the customer to resolve.

7/23/2015 Problems with Product/Service
7/23/2015 Problems with Product/Service
7/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Motorola Mobility Escalation department within my 1 year warranty with problems with my moto x that were never resolved. issues were:1) Battery drain 2) Receiver was able to hear me on my phone only if earbud (w/ mic) was plugged into phone; otherwise receiver was not able to hear me. I am thinking I received a defective moto x.I tried to contact Motorola this year and Motorola wants to charge me $100 to repair this issue. I told escalation team that I had email proofing I contacted Motorola during my warranty period but they said they don't see it in their system. I made comment about this experience on Motorola Facebook page and other customers expressed similar problems with Motorola. I am only asking Motorola to replace my phone at no charge. Product_Or_Service: Moto X 1st Generation

Desired Settlement: DesiredSettlementID: Other (requires explanation) replace my Moto X phone at no charge

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ Contact Name and Title: ****** Contact Email: *******@motorola.com This customer dealt with our Executive Customer Relations Department in December of 2013. The customer was provided with a 1st Gen Moto X at this time. The customer reached out to an employee who is no longer with the Executive Customer Relations Department in January of 2015, this person did not reply to the customer. The customer then contacted this employee on June 17, 2015 both times stating they were having problems with the phone. When the customer contacted us in January 2015 they were no longer in warranty, the warranty period on their device IMEI XXXXXXXXXXXXXXX ended in December of 2014. The customer wants to process a replacement as if the device is covered under the 1 year warranty period. The customer is out of warranty and has been since his contact in January. If the customer wishes to process a replacement on this device the out of warranty fee **** apply. We consider this resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted Motorola Mobility within my warranty period about problems with my phone. they were not able to solve the issue with my phone and wanted to charge me to fix it within warranty period. this is known problem with Motorola Mobility as noted by their customer complaints on Facebook. Even if phone is within warranty the company charges $100 plus shipping to repair their phones. I want free replacement for my phone. Final Consumer Response /* (2000, 22, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I found solution online to fix problem with phone. now phone is working. close case. Final Business Response /* (4000, 20, 2015/07/23) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The customer did contact our technical support within the warranty, however the customer was told to call in and did not contact us back until June 2015 when the warranty was no longer valid. If the customer chooses to process a replacement the out of warranty fee **** apply. If the customer does not wish to proceed with a replacement we consider this resolved.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my phone in December 16th or 17th. The camera had issues but was still working. In march the camera would jump and stutter not allowing me to take pictures. I contacted customer service on March 20th. They said they would send me a label and a box to ship the phone back in for a replacement. I never received the box. I contacted a second time 3 weeks later asking to have a box sent i was told again they would send one. Since then my phone has been having issues connecting to the cellular service so I contacted sprint and we trouble shot the phone, reformatted the device, and ordered a new sim card. The phone still does not work and******* advised the device is under manufacturer's warranty and to contact Motorola for a replacement. I called customer service on 6-16-15 the first rep I spoke too could barely speak English and we could not understand each other so I asked for a supervisor. The supervisor's name is ****** or Carlo he would not repeat the name when asked. I advised him of the previous issue and what I was told before by the online chat agents. He apologized for the incorrect information and said he would help me. He had me on hold for around 20 minutes while he researched the account. At this time I have been without a working phone for 2 weeks. He comes back on the phone and said the chat agent told me it was just a label and I stated in the chat I specifically asked if I would receive a box. He said he did not see that in the chat. I asked him to read the chat to me he said he would not. I asked where he was located and was told in Central America. I then asked to speak with someone in the USA. He transferred me to an agent who I explained what was going on he said I will look into this for you. I was on hold another 20 minutes only to have him come back and say I will send you a label and process a replacement. I told him that since I was originally told a lie by customer service which he admitted to being able to see the incorrect information in the chat but he would have to send me a label I would have to send the phone in and wait 7-10 business days for them to receive the phone and then send out a replacement. I advised that this is not acceptable as I have a non-working phone and have been waiting for a box to send the phone back in for over three months. He stated this was the policy and would not offer any other options or anything to me. I asked if he sent me a label would they pay my sprint bill since I am not able to use their device and they are offering no other option to get my device sooner or a location I could take it to and have it fixed. I stated as well did they not have a way to have me overnight the device and overnight me one back I was told no and the only option was to wait. Then the agent hung up on me. This is extremely poor customer service as the only option is to have me without a phone for an undetermined amount of time.

Desired Settlement: i want to receieve a replacement phone and send them the defective device. I want it to be a speedy replacement process since i was lied to several times by customer service and offered no other options

Business Response: Initial Business Response /* (1000, 5, 2015/06/17) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The customer chatted with us on 3/20 and set up a Return and Exchange. The customer was told that we would provide him with a prepaid return label and a box. This was a mistake on our end as we do not provide packaging. The customer can to go Fed Ex and provide them with the prepaid label and they **** provide the customer with free packaging to return their device. The customer's Return and Exchange has been closed due to the device not being returned within 30 days. If the customer would like to process another replacement they may contact customer service at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) i **** not accept this option at this time it was not my fault you guys have made a mistake and told me a lie not once but 2 times as my second chat with you guys told me again you would send a box and now i have waited 3 months and had to call in and be treated horribly by the customer service phone number you are asking me to call. I would like a overnight label sent to me to return the phone and my replacement also overnighted to me for your lies and inconvenience of having to contact you yet again after you hung up on me. Final Consumer Response /* (2000, 18, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) i accept i have a working phone but i am still disgusted with the lies of customer service and the lack of help to get the issue resolved and the loss of a month worth of my cell service Final Business Response /* (4000, 16, 2015/07/21) */ I worked on the case with ******** Wallace. After reviewing the customers case history he did call in on 7/9/15 and processed and new exchange with us. A replacement device was shipped to the customer via Fed Ex tracking number XXXXXXXXXXXX and delivered on 7/15/15. Thank you, ******

7/21/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to you regarding the handling of replacing my motorola 360 smart watch. I purchased the watch on April 4, 2015. I noticed over the weekend of June 27th that the backing of the watch was cracked leaving the electronics exposed to water damage which had not occurred yet. I contacted Motorola via their chat service and was informed that they would replace my watch and provide a shipping label to send it in. I sent it in on Monday 6/29 and they received it on 7/1. I received my replacement watch today 7/7 and was shocked to find that my "new" watch was actually a certified refurbished watch. No where in my chat exchanges was I informed that my just over 2 month old $150+ watch would be replaced with someone else's returned device. Upon contacting Motorola Customer Support, I was informed at that point that I was to receive a refurbished device and that they've done nothing wrong. I feel as though I was cheated out of my money in return for someone else's defective and then repaired smart watch. Again, I was never informed that I would receive a refurbished device so I anticipated a new device. Considering that this is a well-known design flaw of the smart watch and the defect was of no fault of my own, I expected a new device. Product_Or_Service: Moto 360 Smart Watch

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to have my Motorola 360 Smart Watch replaced with a brand new identical one. I purchased the Natural Metal Stainless Steel smart watch on 4/4/15 and, since I was never informed of the replacement being refurbished & "certified" feel that I should have received a brand new device identical to what I sent them. I have saved the chat transcripts in order to verify that I was never informed I would receive a certified refurbished device.

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ Contact Name and Title: Ashley Contact Email: ******************** The customer reached out to our Senior Leadership Team. We have reached out to the customer and will be sending him a new device today. We consider this resolved.

7/17/2015 Problems with Product/Service
7/17/2015 Delivery Issues
7/17/2015 Problems with Product/Service
7/17/2015 Guarantee/Warranty Issues
7/17/2015 Problems with Product/Service
7/17/2015 Problems with Product/Service
7/16/2015 Problems with Product/Service
7/14/2015 Problems with Product/Service
7/14/2015 Problems with Product/Service
7/10/2015 Problems with Product/Service
7/10/2015 Guarantee/Warranty Issues
7/9/2015 Problems with Product/Service
7/9/2015 Problems with Product/Service
7/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have had at least 3 nexus 6 phone's within a 6 month time period (around Jan I got my first phone until now), each with even more issues than the one before. My phone constantly is not working whether the screen stays black for a long period of time and the side button doesn't work, or the apps the phone came with will not work or say I am not allowed to use them. When I charge my phone it says its charging, but when I take it off it never charged it in the first place it was dying even more than before (even though it said it was changing!) It has done that to me numerous times. The other day it took me at least 20 mins to get my pohnww to turn on because it died after "charging" all night. At&t will only send me refurbished phones when I'm paying $650 for a brand new one so they sent me to Motorola who in turn has only gave me more problems. I have had problem after problem whether it be at&t giving me false information left and right or Motorola telling me since I haven't had to return their products before they can't do anything other than making me give them $500 to put on hold for another phone which they didn't even say would be a new one or for me to go phoneless for about 2 weeks. Being that I make payments on this phone monthly means I am paying for a phone that I won't have. Neither of these companies seem like they care about their customers. Motorola has given me false information like fake reference numbers as well as their employees (***) making you feel even worse than before you called. Ive called motorola three times now to talk to about 4 or 5 different people (including supervisors/ ******) who either didnt write down a single thing i told them, or they gave me attitude and made me even more upset with how they handled my situation. All I want is to get a new phone so I have a better chance of it not malfunctioning, not phones that have been recently owned by other people. I am paying to have a new phone to begin with, not refurbished ones or phones recently owned by other people. Why do I have to get a "like new" or refurbished phone when I have no control over their phones malfunctioning and I am paying for the price of a brand new cell phone? Or that they are trying to make me give them $500 that I don't have because they think I won't send their product back? I am a college student that works to go to school, that's not a small chunk of change. Wanted Motorola to compromise with me about the hoks and drop the price at least so it's semi affordable. But they would not budge and did not care about my situation. I have never in my life have had so many problems with a product or employees/supervisors within a company as much as these two. The people named are employees from Motorola. At&t and Motorola have given the worst customer service to me by far.

Desired Settlement: I would like a brand new Nexus 6 like I am paying for; I do not want to go phoneless since I am paying by the month for this phone so I would like them to send me the new phone and then a box to send back the old one. I do NOT want a like new phone or a refurbished one. Or for the second option, drop the price on the amount for the hold to get a Brand New phone so it's at least more affordable ($200).

Business Response: Initial Business Response /* (1000, 5, 2015/07/06) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The customer has been provided with our replacement options and is not satisfied with the options available. If the customer would like to process a replacement they may choose between the options available. Return and Exchange or an Advanced Exchange. Return and Exchange: We send the customer a prepaid shipping label. Once we receive the defective device a like new replacement will be shipped out within 3-4 business days. Advanced Exchange: We will ship out the replacement device first. We charge a $24.99 premium fee and a place an authorization hold/freeze for $500 plus tax. Once the like new replacement is shipped out the customer has 5 days to return their defective device. Once we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-10 business days. We consider this resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixed. I paid for a brand new phone and I have put up with at least two "like new" phones already. I am not going to get another like new phone to have all of the same problems again. I have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phones. Now I am not able to put on hold $500 that I do not have; I am a college student, that money is not easy to come by. The first option of being phoneless is not an option because my phone is needed for work related reasons as well. It is time for you, Motorola, to compromise with me, the customer. I am so tired of these issues and that's all I've had since I got this phone. I want a brand new phone not a "like new" phone. Final Business Response /* (4000, 9, 2015/07/08) */ Contact Name and Title: ****** Contact Email: *******@motorola.com The customer has processed the previous replacements directly with their carrier. If the customer would like to process a replacement with us these would be our options. If the customer cannot process an Advanced Exchange they may process a Return and Exchange. If they are unable to be without a device through this process we recommend they contact their carrier for a loaner device.

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When I called i was told they would replace the watch because its a known defect. After I gave my info out i was then told they needed my credit card info. I was going to be charged $245 to replace the watch.

Desired Settlement: I would like the watch replaced as i was told the beginning of the call.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Contact Name and Title: ******* Contact Email: *******@motorola.com We offer two different replacement options for the Moto 360. The customer has already selected and processed the return and exchange. If the customer is interested in canceling the return and exchange and processing the secure advance exchange he will need to place an authorization hold of $200 plus tax on his credit card. This allows the customer to receive a replacement before returning his original device. The hold is to ensure his original device is returned. The customer will not be charged as long as his original device is returned. If he would like to cancel his return and exchange and process the secure advance exchange he will need to call to do so. Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not the information that I was provided. When I called I was told it was 240. So this is not correct. Final Consumer Response /* (4200, 11, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola double charged my card the first time and I was told by my card I had to wait for those to clear. This also left me unable to use that card for my vacation this last weekend. I was going to call today but just got another email they tried again and now my account has been locked due to suspect charges. Thanks Motorola for messing my account up. Final Business Response /* (4000, 13, 2015/07/07) */ With the customer's approval, Motorola attempted to process an authorization hold on his credit card on 7/1/2015. This authorization hold was declined by the customer's financial institution. I informed the customer this and advised him he would need to contact his financial institution. I verified in our system at that time that the customer's card was not authorized or charged any amount of money as the authorization hold was declined. The customer was informed of this. This information was verified again today. We have not charged the customer's card twice. If the customer is seeing a charge he will need to speak directly with his financial institution as we have no authorization hold on his credit card due to the fact that his financial institution declined the transaction.

7/7/2015 Problems with Product/Service
7/7/2015 Delivery Issues
7/7/2015 Problems with Product/Service
7/7/2015 Problems with Product/Service
7/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola Moto 360 wearable watch (Serial Number P027XW5LNJ approximately 6 months ago which is still falls under motorola limited warranty. On May 30 2015 I called Motorola and spoke to Noe in regards to the watch having premature failure and requested for the watch to be exchanged under the Warranty exchange program. Noe approved the RMA to send in the watch back to motorola for a exchange. I sent the watch in through their prepaid fedex shipping method. After a week I called motorola to get a update on my watch they said they had shipped it. Once I received my watch June 23, 2015. I received a defective refurbished Motorola watch the watch wouldn't power on and after a few hours of charging the battery inside of the watch started leaking a black substance. I called back spoke to Javier ******* to let them know that i was sent a Defective Motorola watch, they claim that they will replace it under the same warranty exchange program but they couldn't process the exchange because the serial number didn't register to do an exchange in their system. I have tried to send the watch back to Motorola repair center in Texas through fedex but fedex would not allow me to ship because the watch is leaking hazardous product, Fedex policy doesn't allow hazardous material to be shipped. I then called motorola again and they keep telling me that my case was being scaled to a escalation department where I would be contacted within 24 hours, Its been 72 hours and I have not got any calls or emails from Motorola. The case number is ************* I have called the following numbers to get resolution ************** ************** but no help avail.

Desired Settlement: I am seeking that Motorola Mobility send me a New watch not a refurbished one. Since the refurbished one they sent me is dangerously defective. I would send this refurbished one they sent me but I don't want to break the rules or laws pertaining shipping dangerous or Hazardous material seeping from the refurbished watch. I would not want to break the law or policies because Motorola Warranty exchange program requires me to send the defective watch in. But as stated above the watch is leaking battery matter and fedex will not allow me to ship any battery leaking hazardous material.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Contact Name and Title: Ashley Contact Email: ******************** We are sending the customer a replacement Moto 360 today via Fed Ex tracking number ************* We consider this resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Motorola Mobility response in regards to the problem mentioned earlier. But I will not risk getting in trouble sending the refurbished watch back due to the fact the item leaks electrolytic material substance from battery which is considered hazardous by any shipping means. If you are willing to have someone pick up the item in Los Angeles, California I am willing to give back. But thanks Again Motorola.

7/6/2015 Problems with Product/Service
7/6/2015 Delivery Issues
7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted motorola about the monitoring issue on Monday of this week the 4th. If I wasn't hung up on or given false information, I was spoken to rudely. I have evidence that motorola monitored my actions without my consent. The only thing that I am asking for is a refund to purchase a different phone.

Desired Settlement: I want a refund.

Business Response: Initial Business Response /* (1001, 14, 2015/06/15) */ Motorola Solutions, Inc. (MSI) is in receipt of your letter dated June 5, 2015 concerning this complaint related to a cell phone. As noted in previous responses to notices received by MSI from BBB, Motorola Solutions does not make cell phones, cable set top boxes, baby monitors or most any other sort of personal consumer device. Therefore, MSI plans to take no action concerning this matter. By way of background, more than 4 years ago, in January 2011 Motorola, Inc. split into 2 separate, independent companies - MSI (which makes police and fire 2-way radios) and Motorola Mobility, Inc. (MMI) (which makes consumer products like cell phones and cable set top boxes). MMI was subsequently purchased by Google. Google later sold the cell phone business to Lenovo. It is understand that MMI is now located in the Chicago Merchandise Mart. This claim most likely should be directed to the attention of MMI. Initial Consumer Rebuttal /* (3000, 22, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) 100% lie. I did trouble shoot it with some person from India they were as knowledgeable about phones as a kindergartener. They had such bad English we could not communicate well. This was as much support as motorola was willing to offer. They were not willing to accept photographic evidence. They never offered onshore help. They never offered inperson help. They never offered a replavement. They never offered help. They never offered a solution, and they never offered a replacement. This is 100% a lie, you should be ashamed. Final Consumer Response /* (4200, 28, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola is having me trouble shoot silly things, they have me repeating the same trouble shotting steps over and over, they are deliberately wasting my time. The tech support agent working with me (first person in the whole company that speaks English) wants to "research" this more. I haven't heard back. I doubt Motorola **** come through. This issue seems to be intentional. As requested before, I shall reitterate: this issue is caused by Motorola, a replacement phone **** NOT help. I am in need of a phone that is either not capable of Motorola spying or does not bear their name. I purchased this phone under terms and conditions that this wouldn't happen. Motorola has broken those T&Cs. As such I should return the phone, in favor of a company that respects me. Final Business Response /* (4000, 31, 2015/06/29) */ Contact Name and Title:******* Contact Email: *******@motorola.com We are honoring the customer's warranty. Our warranty states that we **** repair or replace the device with an equivalent device. We have offered to replace the customer's device with a like for like device which is equivalent to his original device. We are not in the position to refund they customer as they are outside of our return time (14 days, 3o days for California).

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I owned a Motorola video baby monitor, model MBP36. On April 16th the parent monitor broke. The internal parts needed to charge the unit fell into the unit. I contact Motorola at X-XXX-XXX-XXXX. I was informed that my unit was no longer under warrantee and currently discontinued. The customer service representative informed me that I was eligible for an out of warranty exchange program. Under this program, I could send them my broken model and would receive the new version of my discontinued model for a price of $140.00. I was told that I would be sent an MBP36s with two cameras. I told the representative that I wanted to research the camera and I would get back to them. My research indicated that the MBP 36S was closest to the model I owned, as well as, has the capability of adding a third camera I need. On April 20th, I contacted Motorola at the above number and confirmed with a representative that I would be receiving an MBP36s and that this model has additional camera capabilities. I was told I needed to ship my broken camera and give a credit card number to pay the $140.00 I would be charged for the new camera. I was told that I would receive my new camera in 3 to 5 business days. I followed the directions, although I had to follow up with Motorola because it appears that they failed to send out the new camera. I received the new camera on April 30th. I was sent a different model than I was told. I was sent the MBP43-2, which does have all of the features of the MBP36S. The problem is that when I went to purchase an additional camera, it is not available. I contacted Motorola on May 1st demanding that I be sent the model I was told I would be getting. I was told that the MBP36S was unavailable and the 43-2 was the closest model. I informed the representative that I needed an additional camera and she told me they will "eventually" be available, which does not help me now. I asked for my original camera back and was informed that was not an option. I asked to purchase an additional camera through Motorola and was told that the cameras they have are for exchange purposes only. I asked to speak to a supervisor and was informed that they do supervisor call backs and it would be 24 to 48 hours before I would be contacted. As of today, May 5th, I have yet to hear from a supervisor regarding this issue. I have contacted Motorola several times and I am told that I am on a call back list. It is almost 4 weeks that I have not had a baby monitor for my two small children whom are currently ill with respiratory problems. I would like this issued resolved immediately. I request to be sent an MBP36s in which I could walk into a variety of stores and purchase an additional camera immediately. If this is not an option, I request that I be sent and additional camera for the 43s. If neither option is available, I request that I get my original camera returned to me.

Desired Settlement: I would like this issued resolved immediately. I request to be sent an MBP36s in which I could walk into a variety of stores and purchase an additional camera immediately. If this is not an option, I request that I be sent and additional camera for the 43s. If neither option is available, I request that I get my original camera returned to me.

Business Response: Initial Business Response /* (1000, 14, 2015/06/15) */ Motorola Solutions, Inc. (MSI) is in receipt of your letter dated June 1, 2015 concerning this complaint related to a baby monitor product. As noted in previous responses to notices received by MSI from BBB, Motorola Solutions does not make cell phones, cable set top boxes, baby monitors or most any other sort of personal consumer device. Therefore, MSI plans to take no action concerning this matter. By way of background, more than 4 years ago, in January 2011 Motorola, Inc. split into 2 separate, independent companies - MSI (which makes police and fire 2-way radios) and Motorola Mobility, Inc. (MMI) (which makes consumer products like cell phones and cable set top boxes). MMI was subsequently purchased by Google. Google later sold the cell phone business to Lenovo. It is understand that MMI is now located in the Chicago Merchandise Mart. This claim most likely should be directed to the attention of MMI. Final Business Response /* (1000, 20, 2015/06/15) */ Contact Name and Title:******** Contact Email:********************* Motorola Mobility does not manufacture or support baby monitors. Motorola Mobility handles cell phones and cell phone accessories. We have directed the customer's complaint to the appropriate entity and they will be reaching out to the customer to offer assistance in resolving the customer's concern.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The SOL REPUBLIC TRACKS AIR, arrived on 5/8. (Order # XXXXXXXX). Upon opening the box several days later, and starting to use the headphones, I attempted to pair it to my Cell phone and computer. The headphones would not pair with device 2 as indicated they should be able to in advertising, and user manuals. I then noticed the Volume up button doesn't work. On 5/23 I contacted Motorola about this issue via the e-mail form at "motorola-global-portal.custhelp.com", but received no reply. On 6/12 I followed up via chat session upon which I felt as though the rep did not understand my issue. I was asked to provide pictures of the damage, as well as proof of purchase. At 06/12/XXXX XX:XX PM, I replied to the reps. request via e-mail, forwarding the only documentation I had received from Motorola, the e-mail indicating my order had shipped. It included the order number, itemized record of items ordered, my name and address and the date the order was placed. Two days later on 06/14/XXXX XX:XX PM I was again asked for the proof of purchase documentation, to which I promptly replied that it had been previously submitted. In response to my e-mail I was again asked to provide proof of purchase. I have provided all of the information I have to Motorola, yet they still are making no effort to replace the defective item which was shipped to me. We're now over a month out, which is now past the return/exchange period, but I feel Motorola has been stalling so as to no have to replace a $200 pair of headphones.

Desired Settlement: I just want what I paid for. A fully functional, working pair of headphones identical to the pair I have. Specifically "TRACKS AIR by SOL REPUBLIC x Motorola, BLACK" Nothing more, nothing less. That said, I am also not willing to pay any additional fees, be they "restocking", "processing", or shipping either direction, as the original product arrived in a non-functional state.

Business Response: Initial Business Response /* (1000, 5, 2015/06/17) */ Contact Name and Title: ****** Contact Email: *******@motorola.com A warranty exchange was processed for the customer on 6/16/2015. The customer was sent a prepaid *** ** shipping label to return the defective device. Tracking number XXXXXXXXXXXX. We will be reaching out to the customer to see if they need any additional assistance, however we consider this resolved.

6/29/2015 Guarantee/Warranty Issues
6/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a Droid Turbo with Verizon Wireless that is currently running KitKat 4.4.4. When the device came out in December, it was indicated that the phone would receive the Lollipop upgrade - however for the past eight months, Verizon AND Motorola have been completely silent regarding the update and when it is going to be released. Motorola has a lot of other devices on the VZW network that all have the Lollipop update, yet the Droid Turbo, which was supposed to be Verizon's flagship phone, is being completely left in the dust. I have spoken with both Motorola and Verizon's executive relations and both companies insist on pointing fingers at each other, blaming the other for the lack of the update. I have insisted that Verizon compensate the Droid Turbo owners for the complete lack of information, including the deceptive techniques involved, by advertising the phone as having 5.1.1. In addition, ***** ********* from Motorola posted a Google Plus update three days ago, indicating that the update was still in lab testing and that there was still not release date. This is disgusting and unnacceptable. Currently, my device has several issues, all of which stemming from the advanced calling debacle that was released in February. It has made my WiFi reception and 4G/3G reception god awful, where I am constantly getting DNS lookup errors. In addition, call quality and reception has been incredibly poor, dropping calls and making calls staticky and hard to hear. I have performed several data resets through the recovery, including wiping the Delvick Cache - all of which do not do a thing. Verizon insists on not replacing the device and tells me to contact Motorola. Motorola however, is refusing to accept responsibility for the lack of an update and I absolutely refuse to accept a replacement Droid Turbo, especially if there is no news regarding the update. I have never been completely disgusted as I am between the two companies, regarding a device and I am absolutely appalled at the fact that Motorola is treating their customers like garbage - especially ***** ********* who claims the update is still being tested. What part of, we don't want advanced calling, don't you people understand? Ever since the update in February, my phone has essentially become an expensive paper weight. I absolutely refuse to accept a replacement Turbo, but I demand that something be done to compensate for this complete lack of customer support and deceptive advertising. It's pretty sad when my wife's 2013 Gaalaxy S4 has the update, and the 2014 Moto X is getting it now. I am beyond disgusted at this point. Something MUST be done before I consider a joint lawsuit against Verizon and Motorola. I am also in the process of informing the FCC and Attorney General's office.

Desired Settlement: Replace the device with a Nexus 6. I refuse a replacement Turbo and Motorola should compensate for the lack of update and the constant finger pointing. If Motorola does not comply, I will seek litigation to be compensated. I did not spend money on an expensive, flagship device, to be lied to and deceived. The source code for Lollipop was released LAST APRIL. I have a defective phone and no update!

Business Response: Initial Business Response /* (1000, 5, 2015/06/16) */ Contact Name and Title:******* Contact Email: *******@motorola.com As of now the Droid Turbo will receive the Lollipop update, at this time it is still in the testing stages and will be released in batches by Verizon. The customer has been offered a like for like replacement and is not satisfied with our policy. We will not upgrade the customer to a different device as our warranty states if a device is replaced it will be equivalent to the original device. The equivalent of the Droid Turbo would be the Droid Turbo as it is still being manufactured. Our warranty can be viewed at the below link. https://motorola-global-portal.custhelp.com/ci/fattach/get/XXXXXX/XXXXXXXXXX/redirect/1/filename/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%XXXXXX.pdf If the customer chooses to process a replacement for a like for like replacement we would be happy to assist in the matter and may contact customer service at XXX-XXX-XXXX to do so. We consider this resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained to "Ashley", the what I am requesting is not difficult. Asking to have the Turbo replaced with the Nexus device is not an upgrade. It is to compensate for Motorola's complete inability to properly update a device that is being illegally advertised as having the Lollipop Update. This is considered deceptive business practices and deceiving advertising. Furthermore, the reason for the request of the device is because my Turbo is experiencing several issues related to calling, WiFi, and data coverage as a result of the Advanced Calling update that Motorola pushed out in February. Motorola is the reason the device has issues and Motorola is the reason the device is not currently being upgraded. As I said to Ashley before, Motorola is being incredibly rude and arrogant regarding this device replacement. The Nexus device is a comparable replacement. Companies that actually have decent customer service make exceptions to their policies. In this case, Motorola is at fault. This matter is not resolved and should not be treated as such. Final Business Response /* (4000, 9, 2015/06/23) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer contacted us and set up an exchange. We are sending the customer Red Droid Turbo. We consider this resolved. Final Consumer Response /* (2000, 11, 2015/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/22/2015 Guarantee/Warranty Issues
6/22/2015 Problems with Product/Service
6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Overview- My screen broke on my 2nd gen customized MotoX and I called Motorola to get a replacement phone on 5/22/2015. Spoke to multiple reps and supervisors (over 4 hours of on phone time- I can provide phone records if needed) regarding my issue and up to this point nothing has been done. My situation- The first rep I spoke to took my card info, processed it and said the replacement was good to go, and I should receive the phone within 7 business days. I waited past the 7 business days and as I did not receive my phone, I called back on 6-4-2015 only to find out the transaction was cancelled and the rep did not know why-not to mention that nobody called me about this, so had I not called in I would have NEVER received the phone. I was transferred to 3 other reps- all of which could not explain/figure out what happened. Finally, I spoke to a supervisor who said that my card did not go through (no explanation on why) and that only his finance team could tell me why... He said the finance team does not have a number and that they only correspond via email. The supervisor said the email would be sent within 24 hours... I never received it. The supervisor said that I should call back with someone else and use their card... I thought that was strange, but luckily my friend offered up his card... and this is where the story takes a turn for the worse. I called back with my friend on 6-5-2015 and spoke to a rep named ******* ****** was nice, but he too did not help me get anywhere. I spoke to Caesar for over two hours and had him run my friend's card through his system multiple times- this totaled more than $1400.00 in pending charges (I can provide my friend's statement if needed to prove) but he kept saying it was being declined; however we could see the charge going through on the **** customer portal. We then brought ******** ******* Authorization team in on the call, and they were able to see the transaction come through not to mention verify thwere were plenty of funds on the card to cover the charge. ****** had no answer as to why my friend's card was also being declined. He then put me on hold multiple times to try and find the right team to assist... he never found that team. He then said he sent an email to "the head honchos" apparently it's a team that works with/near the CEO. He said someone would contact me back within a couple of hours. 4 hours later his supervisor ******** I am not 100% sure of the supervisors name... sorry) called and said she too was not sure of what's going on, but that she would call me back within 24 hours with an update... no call from her either. At this point, I have invested over 4 hours of my time, have over $1400.00 pending on my card and have been out of a phone for over 2 weeks. It is unacceptable and I am very disappointed with Motorola. I have bought 5 phones prior to this and I will never, ever, buy another one again unless this issue is resolved ASAP.

Desired Settlement: I want the 1400.00 dollars released from my ***** the replacement phone fee waived and I would like my phone replaced via overnight shipping.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We will be reaching out to the customer to resolve

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After some confusion about the correct EIN number of the Moto X (Gen 2) I was returning to the 'Advanced Exchange' (RMA XXXXXX-XXXXXX) program, I called motorola support and spent nearly an hour on the phone clarifying the EIN number of the device I was sending. I was repeatedly assured that there would be no problem. I subsequently shipped the device to Texas the first week of April. On April 17th I received an email stating that my device had not been received, and that I would immediately be charged the security hold, so I called Motorola immediately to clear the issue up. I was told by the customer support agent that since it was a charge and not a hold, it would take 7-10 days to reverse. After that period had elapsed, I waited another week as I was in the middle of Finals as a college student. In that period, my replacement Moto X (Gen 2) began to malfunction so I spent more time on the phone settling that issue. I was told that I would be receiving a new phone from China due to it being the 4th Moto X device I that I've used as a replacement. I called back a few days later to check on the status of the refund only to be told it would be another 7-10 days for no clear reason, I then clarified that I would be receiving a new phone. I was informed that that is not possible and I would simply be receiving another refurbished device, and the agent promised me a $50 gift card/discount code for Motorola due to my troubles. Of course I never received the refund or discount code in more than 10 days... I was hoping to sell my "new" phone to never have to deal with a Motorola device or Motorola customer service again; but now that is not possible. On June 1st, more than a month after I should have seen my refund, I called back again. This time I was told that I would hear back the next day via email or phone, neither of which happened. I then called back once more on June 4th, only to be told that the previous agent is "emailing the finance department every day," to make sure I get my refund. I find it unbelievable that emailing the finance department every day is how things are resolved in such a large corporation. As of today, I have not seen a dollar of my money that was taken from me well over a month ago despite my calling the customer support escalations team nearly on a weekly basis. As a college student working at an internship, I don't have the time or the money to have this issue persist. There is no reason that any company should make a mistake and charge a customer, and then constantly lie and stall to avoid refunding it. My latest Moto X seems to be working fine, but I fear for the day that something goes wrong and I have to deal with Motorola customer service again.

Desired Settlement: I would like the full amount of $531.25 back as soon as possible. I would ask for the $50 coupon I was promised, but I have no interest in buying another Motoloa product due to the deceitful and unprofessional business practices I experienced.

Business Response: Initial Business Response /* (1000, 5, 2015/06/05) */ Contact Name and Title: Ashley Contact Email: *******@motorola.com We consider this resolved the customer was refunded $531.25 on 6/3/15. This will reflect in the customer's account within 3-5 business days.

6/19/2015 Problems with Product/Service
6/19/2015 Delivery Issues
6/18/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/9/2015 Guarantee/Warranty Issues
6/8/2015 Problems with Product/Service
6/4/2015 Advertising/Sales Issues
6/4/2015 Delivery Issues
6/4/2015 Problems with Product/Service
6/3/2015 Problems with Product/Service
6/3/2015 Problems with Product/Service
6/1/2015 Guarantee/Warranty Issues
6/1/2015 Problems with Product/Service
6/1/2015 Problems with Product/Service
5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 11, 2015, I placed an order for a cell phone and case. The next day, I received an email letting me know that my order was on hold and that I needed to call the company. I did this on the same day, May 12. The representative told me that the order had been placed on hold because my billing and shipping addresses were different. I told her I appreciated it, and that I was happy to confirm any information. I also explained that, because we live in a locked building in NYC, my husband and I often have packages delivered to his work address, which was the reason for the different addresses. The representative told me I would received an email within 48 hours verifying that my order had been processed. I never received any further update on my order status until May 16, when I contacted customer service via chat to check my order status. The representative,******** informed me my order had been cancelled. When I stated that this was problematic, his only reply was "I understand". He offered no further suggestions or practical support. When I asked how to reinstate the order, he simply advised me to try placing one again, with no acknowledgement that the same cancellation might occur again. He offered no further helpful communications, and throughout the encounter took a very long time to respond. I am very disappointed that I will not be able to received my order, but perhaps I am even more shocked at how casually this company seems to treat losing orders of upwards of $500.

Desired Settlement: At this point, I am taking my business elsewhere, but I just wanted there to be a record of this horrifyingly disappointing customer service and handling of orders.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Contact Name and Title:******* Contact Email:********************* We **** be reaching out to the customer to resolve.

5/27/2015 Problems with Product/Service
5/25/2015 Problems with Product/Service
5/22/2015 Delivery Issues
5/22/2015 Delivery Issues
5/22/2015 Delivery Issues
5/21/2015 Problems with Product/Service
5/19/2015 Problems with Product/Service
5/18/2015 Delivery Issues
5/18/2015 Problems with Product/Service
5/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a custom Moto X 1st gen direct from M (Motorola) on 4/16/2014. On 4/16/2015 around noon I discovered my phone would only charge with 1 mobile charger and 1 old blackberry charger. Stock charger did not charge. I reset my phone and that did not work. I then contacted M customer service and was told my warranty showed expired but since I purchased at 9PM 4/16/2014 and it was 6PM 4/16/2015 it was not expired and they would get fixed but would take another department who was closed at the time. From that point through today 4/30 I have contacted M 8+ times and spent at least 5 hours on the phone. I was given various versions of "we **** resolve the problem for free by X" up until 4/28 when I was told they would not and I would need to pay the out of warranty fee but for inconvenience they would replace with Moto X gen 2. Initially with 16 GB but I argued to a 32 because that is what I own. I agreed and paid the warranty fee plus replacement hold and was told I would receive a call within 48 hours with the new code, which I got via email. 50 hours later I called and was told it was done incorrectly and they would need to do it again. Given the history I had zero faith they could accurately carry off anything they told me so I told them I wanted a code given to me on this call or cancel my fees and replacement order and I would never use M again and would advise my friends as such. They would not provide the code so I had them cancel and provide an email confirmation. I'm not exaggerating that this is the absolute worst customer service experience I have ever had. I had a bad experience with M the prior year, but nothing like this. I spent hours (all had to be initiated by me, no follow up from M) on the phone (most on hold), was given frequent mis information (2 of which were supervisors, **************** and absolutely nothing that I was told would happen did. I liked my Moto X but I would advise anyone who deals with M to think twice before doing so. Product_Or_Service: 32G Moto X 1st Gen

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Motorola to provide me a new custom 32G Moto X Gen 2. Mine is a gen 1 but I have been so mis treated they need to replace with better than original to compensate for my time and inconvenience.

Business Response: Initial Business Response /* (1000, 5, 2015/05/04) */ Contact Name and Title:******* Contact Email: *******@motorola.com I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/2015 per his request. Due to this fact, we are unable to provide the customer with a code. I have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelled. He **** have access to these funds in 3-5 business days. Initial Consumer Rebuttal /* (3000, 8, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not satisfy any portion of my requested resolution. I cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctly. In fact just this afternoon 5/4/2015 I received an email saying my Xcode was now ready when on 4/30/2015 I got an email confirmation that the process was cancelled and my refund was set in motion. So clearly there is yet another disonnect between what was done (or not done) vs. what I was told would be done. That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen 2. I have used that code and placed my order. If the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together **** result in the outcome I was requesting. At that point I **** seek advice from the BBB on how I should treat my case since it **** have been resolved, but not through any intentional action based on this complaint. It **** have been resolved through the disconnect in the treatment of my original warranty request. Final Business Response /* (4000, 18, 2015/05/14) */ The customer's exchange order is closed, and his authorization hold has been reversed. I sent him a confirmation e-mail today, 5/14/2015 advising him of this. Final Consumer Response /* (2000, 20, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have sought guidance from the BBB on the issue of the terms being met, not by BBB process, but likely through mishandling of the original case. I so far have not received any guidance and so am going to accept this final response and move on. Motorla did in the end fufill the stipulations I set forth. I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awful. The mis-handling of this BBB case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worse. It was not just timing and confusion (like I believe is the scenerio in this BBB case) that led to mis information. I was repeatedly told blatantly incorrect things that were never even remotely accurate. It was also left virtaully 100% up to me to follow up to keep chasing down the issue. If you read many of the other complaints on this site you **** find similar stories about mis treatment by the REST team. I urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customers. They surely have lost me as a customer.

5/14/2015 Problems with Product/Service
5/12/2015 Problems with Product/Service
5/11/2015 Problems with Product/Service
5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a damaged phone from Motorola a on Jan 12, 2015. In order to exchange the damaged phone for a new phone I had to call Motorola on Feb. 18, 2015. The representative I talked to gave me the option to put a hold on my********* credit card, in which case they would then send me the brand new phone which I could order online via a redemption pin. He told me the hold would be released once I sent my damaged phone back to Motorola using their prepaid ***** label that was to be emailed to me. On Feb. 18, 2015 in the evening I received the ***** return label via email and placed my order for a new phone online using their redemption pin which I received the same day. On Feb. 24th, 2015 my order shipped from Motorola and I received it on Feb. 26, 2015. I then used their ***** shipping label to return my damaged phone which they received on March 3, 2015. I contacted them via online support on March 5th, 2015 to check the status of my credit card hold with no response. Throughout the month of March I continued to call Motorola to check the status of my hold, and received inconstant responses from each representative. Some reps told me it would take 2-4 weeks for the hold to lift and then another 2-4 weeks for my credit card to process the lifted hold. Some reps told me that there was no indication of a hold at all on my account. In the meantime, I realized that my second phone from Motorola was also damaged. Finally, March 31st, 2015 I talked to a representative who told me that he would exchange my second phone for a third phone with no payment, and use the previous hold on my********* card as the new hold for this third phone. I then received an email from Motorola on Apr. 1, 2015 explaining that they were unable to process my credit card under the RMA #XXXXXX-XXXXXX, and that I must call to resolve the issue. When I called them I was told by the rep. that Motorola does not accept********* card (even though my first repair exchange was completed using a********* credit card). I explained to the rep. that the other rep. told me he would use the previous hold that was still on my credit card to complete the exchange, to which the rep. I was talking to started yelling at me saying, "I'm not lying to you sir! We don't accept********* card!". On Apr. 6, 2015 I called********* who immediately sympathized and told me that Motorola had in fact placed a charge on my********* card and that there was never a hold. I called Motorola back and explained to them that They had charged me $546.25 for a brand new phone when it should have been a hold for a repair exchange. They told me that they would escalate it to the finance team and let me know within the next 24-48 hours what my status is. Since Apr. 6 I have contacted them on 7 separate occasions to ask for an exact time that I can expect to be contacted about the status of my refund, receiving a different answer each time. At one point three separate rep.s told me they had created a ticket to request an update on the status of my refund to send to the finance dept., and when I called again this rep. told me that there were zero notes or tickets requesting the status of my refund. I requested to be directed to or emailed the phone number of their financial, dispute, and/or legal dept. because this charge had now been on my card for a month and a half and had reflected in two credit card statements (going on 3). They told me that there was no way for me to get in touch with any other dept. I then told them I had an attorney looking into the issue and they gave me the number of the Motorola Chicago Headquarters. When I called this number it automatically redirected me to the same customer care line that I had been calling for the past 2 months. I still have never received a refund, nor have I received an update on the status of my refund.

Desired Settlement: I would like to receive $546.25 from Motorola to cover the cost of the charge they placed on my credit card, as well as 3 months of acquired interest based off of the $546.25 on my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/04/28) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer's case has been escalated to our finance department to process a refund for the amount that he was charged ( 546.25 USD). I am contacting the department directly to see if we can get the process expedited. Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last handful of Motorola representatives that i've talked to have given me the same answer. Unfortunately, until I see anything beyond, "I **** look into it personally." I **** not be satisfied. While Motorola did not include this in their response to BBB, I received a personal email from******* stating that they **** not reimburse me for interest acquired on my credit card. This interest was acquired for a charge from Motorola that has reflected in 3 of my credit card statements, because of a mistake that Motorola's uninformed representative team made initially, who then assured me for 2 months that the hold was let go on a credit card they don't even accept. It is totally irresponsible and has been an inconvenience to me. As well, I need to be assured that I can return my current Moto X (still damaged) for a full refund without having to go through a 2-3 month process that leads me to reporting the company. Final Business Response /* (4000, 9, 2015/04/29) */ The customer's refund for the amount of 546.25 USD has been processed and expedited.

5/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i have a phone from motorola that stopped working and i called them to troubleshoot it and they said it was still under warranty i paid 100 dollars for the replacement phone to be sent to me and to return my broken phone

Desired Settlement: DesiredSettlementID: Other (requires explanation) all i want is my phone fixed

Business Response: Initial Business Response /* (1000, 15, 2015/04/27) */ Contact Name and Title: ****** Contact Email: *******@motorola.com Customer processed replacement on 3/6/2015, did not receive replacement within time frame, so he cancelled his RMA. He was not charged 100.00, it was just a security hold that was released on 4/27/2015. A confirmation e-mail was sent of hold reversal. Reaching out to customer and advising that we can process replacement for him.

5/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Motorola received a replacement device that I was supposed to return on February 26. However, the charged me $535 for it anyway. Because of this charge I have overdrawn my checking account. I now have $150 in overdraft fees because of this. I have contacted them numerous times to fix the issue. Today I was told that it would be at least 3 weeks before I got my money and that they would not refund me for my overdraft fees at my bank. Product_Or_Service: A replacement cell phone Order_Number: XXXXXX-XXXXXX Account_Number: serial # XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my money back today! I shouldn't have to wait 3 weeks to get back the money they took from me without permission. I also want to be reimbursed for my overdraft fees that this has caused.

Business Response: Initial Business Response /* (1000, 18, 2015/04/27) */ Contact Name and Title: ****** Contact Email: *******@motorola.com A refund for the amount of $535.00 was processed on April 1st, 2015 for the customer.

5/4/2015 Delivery Issues
5/4/2015 Delivery Issues
5/4/2015 Guarantee/Warranty Issues
5/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Us cellular prepaid Motorola moto g on off button stopped working.Notified Motorola March 31, 2015.Sent cell phone to Motorola.April 7Motorola sent boost mobile phone that can not activated under us cellular service.April 7-Notified Motorola-after representative argued with me- told me to go to local us cellular representative.April 8 went to local store and us cellular representative called Motorola. They promised an upgrade phone moto x USCellular service phone would be shipped due to their mistake.April8-received email to return boost mobile moto g phone.Returned phone and Motorola sent email confirming receipt of phone. April 13-I call Motorola to see when new phone shipping. Was told computer system down.April14- I called Motorola again- was told they had it and it could take 5 business days for them to evaluate it. I explained again that it was the wrong cell service. That I needed a us cellular phone. Representative reported they would send a moto x us cellular phone.April 20-I called asking where phone was. Was upgraded to another representative who reported that phone was in wrong department and that the moto x us cellular phone would be sent April 21.Still no phone shipped. Account_Number: RMA XXXXXX-XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) To receive us cellular moto x cell phone as promised. Shipped over night.

Business Response: Initial Business Response /* (1000, 8, 2015/04/28) */ Contact Name and Title:******* Contact Email: *******@motorola.com I contacted the customer via e-mail on 4/27/2015 advising him that we have created a new warranty exchange, and upgraded him to a Moto X 1st Generation through Us Cellular as promised previously. We **** update the customer with a tracking number once his replacement has shipped. Contact Email: *******@motorola.com A new replacement order was processed to send the customer a replacement device for the correct carrier. I have contacted our warehouse since we are only waiting for a tracking number to provide since it is awaiting shipment. I have contacted our warehouse to be provided with a tracking number. I **** update the customer once I have this information. Initial Consumer Rebuttal /* (2000, 11, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the Motorola Moto X US Cellular phone that was promised.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a moto x in December screen shorted out due to charger causing overheating and customer service refuses to possess under warranty due to screen cracked even though the charger caused it.

Desired Settlement: Phone replacemtn

Business Response: Initial Business Response /* (1000, 5, 2015/04/17) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We **** reach out to the customer and provide solution

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the FOCUS66-B2 IP camera (2-pack) just before Christmas of 2014. I have been 99% bedridden and chronically ill for the last eight and a half years; today I was feeling good, so decided to try hooking up the cameras so I could see when my cat wanted to come back inside. Neither camera will pair with my device, using the Android app. I made five calls to customer support, spent HOURS on the phone (MOSTLY on hold, listening to unbearably aggravating music), and received a VARIETY of absolutely ridiculous and ludicrous "solutions." All were laughable and an embarrassment to your company. No one was able to provide me with an answer for how to obtain the MAC address for the IP camera(s), despite your app implying that it should be "at the bottom of the camera." Two reps even told me that it was actually asking for the MAC address of my phone! The lack of BASIC technical and networking knowledge within your customer service department is appalling, to say the least, particularly when each person provides conflicting (yet equally ridiculous) answers!

Desired Settlement: A refund, replacement, or device(s) that works would be wonderful! At this point, I have little to no desire to continue attempting to use any Motorola product and would prefer to get something that actually works (with the possibility of REAL, proper and sufficient customer/technical support, if necessary). Due to disability, I live on a very limited income and struggle to save money for things like this. I am highly disappointed.

Business Response: Initial Business Response /* (1000, 5, 2015/04/13) */ Contact Name and Title: ****** Contact Email: *******@motorola.com We **** reach out to correct contact to get issue resolved with the customer

4/27/2015 Guarantee/Warranty Issues
4/27/2015 Delivery Issues
4/27/2015 Problems with Product/Service
4/24/2015 Problems with Product/Service
4/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Moto X via motorola.com moto maker in March 2014. On April the night of Tues April 7th 2015 at 9pm I was at my job & checked my phone only to discover the operating software had crashed & upon troubleshooting with Motorola customer service it was determined the phone could not be revived and had downgraded to a $450 paperweight. Upon speaking with a supervisor, ****** and the repairs specialist I was told that Motorola, whom built the phone, would not accept liability for the phone they built & sold me defectively malfunctioning and refused to override an approval to replace my phone. Product_Or_Service: 03/06/2014

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my Moto X replaced at NO charge which is what they should have done upon discovering the Moto X they originally sent me became defective.

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ Contact Name and Title:******* Contact Email: *******@motorola.com I **** reach out to the customer for replacement options Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not called me nor have they done anything to issue me a FREE CUSTOM REPLACEMENT. I paid $425 for this phone, the software crashed.. It's their job to help me, the customer, replace my custom Moto x Final Business Response /* (4000, 10, 2015/04/20) */ The customer was provided a redemption pin to customize a brand new Moto X 2nd Generation on 4/20/2015

4/20/2015 Delivery Issues
4/17/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service
4/16/2015 Problems with Product/Service
4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following information was sent on March 25th To Motorola. Since then I have invested 3 hours more on the phone with the Repair Escalation department and ******** in the White Glove department who guarenteed me she would take ownership and resolve the issue. This past Sunday 45 minutes was spent yet agin with an individual in your repair escalation depart placing me on hold 30 minutes to finally bring resolution to this issue where he informed me I would rectify this once and for all with his escalation department and I would receive an email no later than Tuesday most likely Monday. Here it is Wednesday no email received no resolution had. I call your support department after work today sitting on hold for ****** to answer where as of 58 minutes on the phone I was advised he can not help me and I have to wait 24 to 48 more hours for me to receive an email. Here I am still without resolution and many hours spent on the phone with your company. A resolution of great happiness better be provided to me immediately as you have used up all patience and time providing the worst customer service experience in the history of customer service that if not rectified by the promise ****** has made to call me back tomorrow **** be shared with so many through multimedia outlets and legal action the little wings of the M in Motorola **** never stop spinning. Escalate this to a director or VP contact immediately. If a generic response not reading this message and incident XXXXXXXXXXXX prior to contacting me is done it **** be shared with the media outlets. Needless to say ******** did not follow through with her commitment as the other representatives before her had done the same. I have been without a device for going on 1 ½ months to 2 and continuing to be plaid around by these people running me all over spending my money.

Desired Settlement: I do not wish to deal with the joke of a customer service department or sub departments any further. At one point they offered me a World Phone that would work with iWireless and an upgrade. I want this device I do not want a broken up refurbished device that does not work to replace the new phone i sent them 4 times.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Contact Name and Title:******* Contact Email:********************* I have reached out to the customer to offer upgrade options due to circumstances. Final Business Response /* (1000, 8, 2015/04/16) */ Customer was provided redemption pin to customize new Moto X 2nd Generation via Motorola's website.

4/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my brand new phone (********) through Motorola.com. I used a coupon when I purchased my phone that gave me $170 off my phone which is the main reason I went ahead and got the phone. Phone arrives and on day one I notice a problem with the device where half the screen **** stop working until you put the device to sleep. It **** continue to work most of the time if you wake it back up. I know several other people who have the same phone and they do not experience this issue. it is also a known issue that is being discussed on their own product forums. I contacted them immediately and let them know of the problem. However they **** not exchange my phone for another new phone. This phone is less than a week old and I have never had 100% workign device from day 1. They want to send me a used phone as a replacement when I just ordered this phone (brand new from their own site) and they sent me a defective unit. I did nothing to this phone and I want my phone exchanged for a brand new phone like the original order and product I was expecting.

Desired Settlement: I want my phone exchanged for a brand new******* like I ordered. I did not order a refurbished phone and I do not expect to receive a refurbished phone for a mistake the manufacture has made themselves.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Contact Name and Title: ****** Contact Email:********************* Reaching out to the customer to advise since he just purchased the device, we can provide him with a new Nexus 6 instead of certified like new

4/10/2015 Delivery Issues
4/10/2015 Problems with Product/Service
4/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a MOTO X cellphone from this company on February 15, 2015. I returned it within the grace period for a refund. Motorola received the phone back on Mach 3, 2015. A refund should have occurred between 7 to 10 days. Three weeks has now passed *** I haven't' received a refund. Motorola has not returned my emails, nor have the answered any of my inquires about my refund. They have not lived up to their promise. Product_Or_Service: 02/15/2015 Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund Credit card

Business Response: Initial Business Response /* (1000, 5, 2015/03/30) */ Contact Name and Title:******* Contact Email: *******@motorola.com The customer was refunded $476.99 on March 26. We consider this resolved.

4/7/2015 Problems with Product/Service
4/7/2015 Problems with Product/Service
4/7/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola Moto G from an AT&T store on 1/31/2014. I was told it was a 2nd generation. It was not. There were problems with texts I sent to people from day one. They received texts which letters of words were separated and received them in basically incoherent form. I e-mailed Motorola many times and was advised to call, which I did. They tried trouble shooting the phone with no success. I was on the phone at least 1 1/2 hours. I was told I would receive a "like new" phone in about 4 days. I never received it, so I called. Their response was, they don't have it. They said on 3/09/2015 they would send me an "upgraded" phone which was supposed to be a Motorola Moto X 2nd generation 32 GB Black phone as well as a case because the case I purchased for the Moto G would not fit the Moto X. I received a Moto X 2nd generation phone on 3/11/2015. It has a total of 10GB. I again called, gave permission to verify it was only 10 GB and it was verified. I requested to speak with a supervisor and got nowhere. Yesterday, 3/13/2015, I spent 2 1/2 hours on the phone again trying to resolve these issues. A supervisor, ******, told me they **** NOT send me a Moto X 2nd generation 32 GB phone, rather a 16GB phone. I found this unacceptable since I was originally told otherwise. She said she could send me a Moto X 1st generation 32GB phone in WHITE. I told her if I wanted a white phone, I would have bought a white one in the first place. Additionally, she informed me there **** be NO case even though, she herself read the e-mail communication which was sent to me telling me there would be an Otterbox Defender Series case included. Under duress and not satisfied, I hesitantly agreed. She said she would NOT send the phone until they receive the other. In her e-mail to me she stated there is an attached prepaid mailing label, which of course there was not. Most of my wasted time has been spent dealing with their Escalation Dept. The RMA # is XXXXXXXXXXXX. They also have a hold on my credit card which I believe (not sure) is $99.00. This has been ongoing for about a month. I have spent about 10 hours on the phone to date with NO success. Also, if that phone had any issues, I was told I would then receive a NEW phone and not a "like new" phone. That appears to be out of the question. If you need any additional info., please call and I **** be more than happy to provide you with whatever info. you want. On a couple of occasions after about an hour on the phone, they hung-up.

Desired Settlement: I am merely seeking what I was told I would receive, which was a MOTO X 2nd generation 32GB phone in black with the case to fit it. Since there was an issue with what was sent to me, it now is supposed to be a NEW phone. I will accept a Moto X 2nd generation 32GB BLACK phone with the Otterbox Defender Series case as promised, with the hope there are NO issues with it.

Business Response: Initial Business Response /* (1000, 5, 2015/03/25) */ Contact Name and Title:******* Contact Email:********************* We consider this resolved. The customer was provided an X code to place a new order.

4/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased a cell phone case through Motorola. The wrong one was sent to me. I have been trying to get the right phone case sent to me ever since. The problem started when I ordered the case on 12-31-14.when I ordered the case it did not say what "generation " type of phone it was for. I received the wrong one, after talking to a Motorola rep., who compared the phones serial number.the rep said another case would be sent out approx. two weeks later. I later called back to get a reference number for the order. They gave me an order number and would order a grip phone case. I've called back over and over again, and depending on who I talk to I get answers about the phone case. I now have a couple of order numbers and still have not received the phone case. I was referred to a "supervisor"who also put in an order, nothing yet. The last person I talked to was in administration and said the case won't be available until 3-4-15. After talking to the person in administration , I decided to file a complaint. Product_Or_Service: Motorola phone case Order_Number: XXXXXXX Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) A Grip phone case

Business Response: Initial Business Response /* (1000, 5, 2015/03/07) */ Contact Name and Title:******** We **** reach out to the customer to resolve this issue. Initial Consumer Rebuttal /* (3000, 7, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll believe it when I receive it! Final Business Response /* (1000, 11, 2015/03/25) */ Contact Name and Title:******** The customer received his case with ***** tracking number XXXXXXXXXXXX on 3/12/2015. Motorola considers this matter resolved.

4/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband's Moto X got would not turn on, and became so hot it was burning him through his pants. After a GRUELING "lack of" customer service process and literally 5 hours later (3 the first night and 2 the second day) they input an exchange for the phone. A week later he had still not received the phone because they no longer had the model of his phone. They only told us this when we called to check on it. Another 2 hours later and they were going to overnight the phone...still wasn't shipped. I called executive relations in WI and they had it expedited. He finally received a replacement Tuesday (almost 2 weeks after the start of the process). It doesn't work on our network. We have nTelos- a regional carrier. I called Tuesday night and they were "looking into it and would call back". NO call back. So I called again yesterday and they said they would expedite it so it would ship... didn't ship yesterday and hasn't shipped today. I called again and they said they would "email them again, but that's the best we can do" He's now been 2 weeks without a phone and if it ships tomorrow it will still be first of the week before he gets it. I have NEVER seen such terrible customer service. From being disconnected while being transferred to people who don't speak English, to people who say they will email or call you and never do. I have never experienced such in all my life. This is the second terrible experience we've had with Motorola. I'm sick and tired of hearing "we're doing what we can"... because that really translates to nothing and I have over 10 personal manhours into this thing trying to get it taken care of. In my business, I average making $50 an hour, and I'm about ready to start billing Motorola. This is absurd. I am beyond done with this whole situation. The RMA# is************** for notes on the whole situation.

Desired Settlement: We need a working phone. If you can actually send one, we are totally fine with that, but if they can't seem to get their act together to do that, then they need to reimburse us for purchasing a new one from our provider. And some sort of compensation for our time spent. My 10 hours of phone/chat time with "customer service" and the fact that we are paying for phone service without a phone to use.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ Contact Name and Title:******** We will reach out to the customer to resolve this issue. Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has reached out. I called again this morning and was informed that still nothing has shipped, but something "should" ship today or tomorrow. More runaround. No legitimate answers. Still no working phone. Final Business Response /* (4000, 9, 2015/03/25) */ We have purchased the customer a replacement device through her carrier. Motorola considers this matter resolved.

4/3/2015 Problems with Product/Service
4/3/2015 Problems with Product/Service
3/31/2015 Delivery Issues
3/31/2015 Problems with Product/Service
3/30/2015 Problems with Product/Service
3/27/2015 Delivery Issues
3/26/2015 Problems with Product/Service
3/24/2015 Problems with Product/Service
3/24/2015 Delivery Issues
3/24/2015 Problems with Product/Service
3/23/2015 Delivery Issues
3/23/2015 Delivery Issues
3/23/2015 Problems with Product/Service
3/23/2015 Delivery Issues | Read Complaint Details
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Complaint: I called on 3/13 @ 4pm central about a defective item and was told to expect an email in 10 min, At 7pm the same day I called back because I had not received the message only to find out that the person that was supposed to send it had not saved my profile so the next person had to recreate it to send the email. At 11am central on 3/14 I called back because I still had no email to confirm my proof of purchase, so the 3rd person created my profile to send me the email. About 4pm I called back since I still had no email, this time at least my profile had been created, but my email was wrong. This latest person did get my email correct and I received the email and responded with my proof of purchase. At 6am on 3/15 I received an automated response that my message was received ...."We have received your submission of your proof of purchase for the S10 HD Headset. If there is anything else I can help you out with, please reply back to this email. Otherwise, feel free to contact our technical support at X-XXX-XXX-XXXX. Thank you for your time.Thank you for choosing Motorola!*****-Motorola Technical Support".It also stated ......"Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.We **** assume your issue has been resolved if we do not hear from you within 72 hours.Thank you for allowing us to be of service to you."Nothing has been done, nothing appears it is being done, so I called customer service and spoke to yet another person that does not speak English. After they look at my incident they proceed to ask if I have received the email yet. When I ask for a supervisor I get sent back to the queue. When I ask for someone in the US I get hung up on.Initial (Incident: XXXXXX-XXXXXX)Second (Incident: XXXXXX-XXXXXX) Product_Or_Service: S10-HD

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need t speak to a US based supervisor so that I can resolve my warranty issues.

Business Response: Initial Business Response /* (1000, 5, 2015/03/21) */ Contact Name and Title: ******* The customer received a replacement device free of charge on 3/19/2015. Motorola considers this matter resolved.

3/20/2015 Advertising/Sales Issues
3/19/2015 Problems with Product/Service
3/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My Surfboard SB 5100 modem is advertised as handing speeds of 30-38Mbps. In reality, it can only go up to 15Mbps. My cable provider, Wide Open West, confirmed that since the modem is DOCSIS 2, it's probably not capable of doing 30Mbps. http://www.motorola.com/mdirect/manuals/SB5100%20DataSheet.pdf 30 Mbpshttp://www.newegg.com/Product/Product.aspx?Item=N82EXXXXXXXXXXX XX Mbpshttp://www.cnet.com/products/motorola-surfboard-sb5100-cable-modem-series/specs/ 38 Mbps Product_Or_Service: cable modem Account_Number: XXXXXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Motorola needs to exchange my modem for one capable of performing at 30Mbps.

Business Response: Initial Business Response /* (1000, 5, 2015/03/12) */ Contact Name and Title:******* Contact Email:********************* We are directing this to the correct location and will be reaching out to the customer.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola Moto X (2nd gen) mobile phone from their MotoMaker website (by credit card) on the 3rd of January 2015. After less than a week, I returned it for a refund. When I called for the RMA instructions, Motorola emailed me the shipping label and told me it would take ten to fourteen days (from the day they receive the phone back) for the refund. Motorola received the phone on 13 January via FedEx (tracking number XXXXXXXXXXXX). I have been in contact with Motorola via phone and email since then, but it has now been over seven weeks and still no refund. The only answer I get from them is that they are sorry but they are weeks behind with providing refunds to customers. The first couple emails stated they were two weeks behind but now they say three weeks behind. The latest email from "****" in their finance department (on 3 March) read: "Dear ******* I am reaching out to you about your long delay of your refund. However looking deeper into this I have come across on our end that they are still 3 weeks behind on processing refunds. They are working fast as they can they know how important you are as our Motorola Customer. I do apologize for this. Moving forward I **** keep you updated on when you **** see your money back to you. **** Finance Dept" The incident number is XXXXXX-XXXXXX. At what point does this become illegal? Can they simply withhold my refund indefinitely?

Desired Settlement: All I ask for is the $643.49 to be refunded to my credit card as soon as possible so I can stop accruing interest charges on that carried balance.

Business Response: Initial Business Response /* (1000, 5, 2015/03/07) */ Contact Name and Title:******** We will reach out to the customer to resolve this issue.

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I broke the screen on my phone on 12/1 and sent it to Motorola by Fed-Ex on 12/2 under the repair and exchange program. I was initially charged $111 that showed up as a preauthorization on my checking account. This went away and was never charged. I contacted Motorola who said they had no record of the return and to call Fed-Ex. Fed-Ex had delivered the phone and finally Motorola acknowledged the receipt of the phone. I was told a phone was shipped to me on 12/19 and a preauthorization showed up again that went away and still no phone. Several phone calls later on 1/26 I spoke to someone with the repair escalation team who said that he was going to send me a phone and did I want a black or white one. I said white. He said I should have the phone by the end of the week and a preauthorization showed up on my account for $107. On 1/30 the preauthorization went away and still no phone. On 1/31 I spoke to someone named Carlos who said he was going to resolve everything and I would receive a code to design me a new phone. I ask him if I was going to be charged and he said no this was a courtesy. On 2/1 my account was charged. I have made multiple phone calls (25 or more) to Motorola and spent at least a hour on the phone each time. I called again on 2/1 and spoke to someone named George who said the money would be credited back to my account within 5 business days. The code to design a new phone was sent to me by ***** with the white glove department. ***** has informed me that my account would not be refunded.

Desired Settlement: I am seeking my checking account to be credited back the $107 that I was told I would not be charged. If I receive the phone I have designed under the authorization code that was provided, the reimbursement of funds is all I seek. If the phone is not sent, then I need my phone replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/02/12) */ Contact Name and Title: ******* The customer was charged $107 because her device has physical damage. We will not be refunding the $107 fee. The customer was provided a code for an upgraded device and has received her replacement. Motorola considers this matter resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that my phone had physical damage that was my fault. Motorola advised me that my phone would be replaced at no charge to my account. The replacement was supposed to be free due to over 25 phone calls to Motorola in an attempt to get the issue resolved. Motorola took over 2 months to replace my phone. The initial agreement was that my phone would be replaced within 4 days of receiving my damaged device. This simply did not happen. I was told my account would not be charged by 2 different Motorola representatives with the repair escalation team. Their names were ****** and ******. Motorola should stand behind what their representatives state to their customers. Final Consumer Response /* (4200, 11, 2015/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was simply lied to by Motorola. I spent countless hours of my time on the phone with them and two months without a phone being provided. An upgraded version of my phone does not compensate the lies and aggravation I experienced from Motorola. I had no problem paying the money at first. I was told by 2 Motorola escalation repair team members that I would not be charged and then my account got charged when I wasn't expecting it. Again an upgraded phone does not compensate the two months of countless calls and time spent on hold being passed from one representative to another. Final Business Response /* (4000, 13, 2015/03/05) */ We will reach out to the customer to offer additional options.

3/11/2015 Delivery Issues
3/11/2015 Delivery Issues
3/11/2015 Problems with Product/Service
3/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I returned my tablet on 1-27-15 for an exchange Motorola received my tablet on 1-29-15 .after many phone calls numerous promises and no action they do not return phone calls or e mail Product_Or_Service: droid xyboard 10.1

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my replacement tablet shipped as promised

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ Contact Name and Title:******* Contact Email: *******@motorola.com We are reaching out to the customer customer to resolve this. The Xyboard was sent to the incorrect repair center and is being forwarded to the correct location.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a a white 32GB Unlocked Nexus 6 device in December, device had issue with screen. Took over three weeks to get a return scheduled in which I had to send device back first. Was promised device would be shipped in 48 hours upon receipt. I was issued a shipping label and sent defect device back, which was overnighted to warehouse in Texas and signed for by Motorola rep. No correspondence was made for over three weeks despite my repeated calls, emails, and conversations with online support. I came home to see a box at my door, which was the replacement device from Motorola. This device was incorrect. It was a TMobile, blue 32GB device. Immediately contacted Motorola on 1/27 and spoke to***** who is a part of the "Return and Repair" team. He stated that it was against policy for Motorola to send a device other than what I ordered, and was a big error in operating procedure on their part. He spoke to his superiors to ensure that they would send me the correct device FIRST, along with a shipping label so that when I received the correct device, I could send the incorrect model back to them. He told me that the order may take until 1/ was told it would take until 1/30 to process, and if I did not receive a shipping confirmation by then to call back in to get a status. I did not receive a notice and called back on Friday. Asked to speak back to***** in "Returns and Repair" department but was told that was not possible and to wait until next week. It is now 2/4, and I have yet to hear any new information. I have also been abused and mishandled by the support staff, and have spent over 6 hours on the phone since the start of this issue.

Desired Settlement: I am requesting the correct device by sent to me as per******* instructions, upon which I will send the incorrect device back after receipt of the correct device.

Business Response: Initial Business Response /* (1000, 5, 2015/02/15) */ Contact Name and Title:******** We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone reached out to me 2/6 about sending me a replacement and even upgraded the order to a 64GB white to be sent out FIRST before I return the other one. They said they had an error code and they need tech support to remove it to finish the order and that they would call on 2/9 to confirm it was sent. It is now 2/17. This is the worst customer service I have ever experienced. Final Business Response /* (4000, 9, 2015/02/22) */ We will reach out to the customer and ensure replacement is shipped.

3/5/2015 Delivery Issues
3/3/2015 Delivery Issues
3/2/2015 Problems with Product/Service
3/2/2015 Guarantee/Warranty Issues
2/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought moto g cell phone in august with cricket wireless. called motorola mobility on 2/13 at XXXXXXXXXX, reported defect with phone, order placed for replacement phone to be shipped. called 2/20, spent total of 71 minutes in 8 different phone calls, and still have not spoke to someone who can tell me where the replacement phone is, because I have not received it. Representatives kept transferring me to "motorola repair escalation support team", in which most of my wait was. No one never picked up call. finally spoke to a ***** who put me on hold for another 18 minutes when i demanded to speak to a supervisor and not be transferred back over to XXXXXXXXXX, which was so called support team number. ref#XXXXXX-XXXXXX

Desired Settlement: I want a phone that works.

Business Response: Initial Business Response /* (1000, 5, 2015/02/23) */ Contact Name and Title:******** We will reach out to the customer to resolve this issue.

2/24/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/20/2015 Delivery Issues
2/19/2015 Problems with Product/Service
2/19/2015 Problems with Product/Service
2/16/2015 Delivery Issues
2/13/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent my phone to Motorola to be repaired. After they received it, they said they couldn't fix it and didn't have a replacement in stock so would refund me the full price of the phone ($334.47) after my repair payment of ~ $106.00. On Nov 23rd they charged my card and said a check would arrive in 4 to 6 weeks. After that time passed * have called again and each time told that my case has been expedited and I would have a check within a few days. Made the 4th call today and was told it would be 4 to 6 weeks. They have my phone since November 11 and my money since November 23rd and I've received nothing in return. Case # XXXXXX-XXXXXX Paid by American Express Nov. 23, 2014

Desired Settlement: Refund of the $334.47 as promised. I had to borrow money and buy a new phone.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Contact Name and Title: ******* Customer's check was mailed to him on 1/26/15. He will receive the check within 7-10 business days of that date. Motorola considers this matter resolved.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got my daughter the Motorola G 2nd Generation for Christmas. Two weeks later (while in a case) she sat down in her desk chair at school. The phone (which was in her back pocket) screen fractured and cracked. Went online to Motorola chat support and was told they will not replace it for free. For $75 (for a phone that costs $179 off contract), they will replace it with a refurbished unit. I called a few days later to speak to someone in person and received the same story. I elevated the call to speak with a supervisor and received the same story...They will not replace the phone for free (even with a refurbished unit). I understand that accidents happen when phones are dropped. However, when a phone is in a pocket and in the manufacturer's case, and breaks simply by a little 13 year old girl sitting down, these stresses should NOT be enough to cause the phone to flex to the point of breaking the screen. Similar to the iPhone "Bendgate," Motorola seems to have a similar issue with manufacturer quality. And I can't stress enough...The phone was in a case! Since the replacement cost is $75 for a replacement phone which would be a refurbished unit, and since a brand new phone is $179, my hope would be that Motorola would stand by their products and simply send me a refurbished unit. You would think the cost for them wouldn't be that great anyway..since they would just turn around and sell our broken unit once they refurbished it. For me...I just want them to stand by their product...especially since it would cost them next to nothing to make up for what appears to be a manufacturer defect that can't stand up to daily use tolerances.

Desired Settlement: Since the replacement cost is $75 for a replacement phone which would be a refurbished unit, and since a brand new phone is $179, my hope would be that Motorola would stand by their products and simply send me a refurbished unit for free (with me returning my broken unit) For me...I just want them to stand by their product...especially since it would cost them next to nothing to make up for what appears to be a manufacturer defect that can't stand up to daily use tolerances.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ Contact Name and Title:******** This device has physical damage. There will be a $75 plus tax fee to replace the device. This fee will not be waived. If the customer would like a replacement he can contact us and we will be happy to assist him. Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, there was physical damage and I know their "official" policy from which they will not budge; however, my daughter is a tiny 13 year old..It was in their case...It should not have broken so easily! Plus, we'd had it all but 10 days. As this phone is brand new to the market, I'm beginning to see other online reports of the screen too easily breaking in a similar situation or with a bit of flex. The public are not beta-testers. While the phone may be tested to "real-world conditions" as I was told by an Motorola employee, I believe that there is a design flaw for which they will not take responsibility. I have heard the $75 speech on three different occasions. This is the first time I have ever filed a complaint in this way, but I am so disappointed that Motorola will not stand by their product. I have come to the point where I WILL NOT pay for a $75 refurbished unit that only costs $179 retail. Do the right thing and replace it...even with a refurb! Otherwise, I will simply buy a different phone from a different manufacturer rather than take a risk on another Motorola product. Motorola lost a customer today for failing to stand by their product. Final Business Response /* (4000, 9, 2015/01/28) */ We are happy to stand by our product and process a replacement for the device. Since the device has physical damage there will be a fee for that. If the customer is interested in processing a replacement he can contact us for assistance. If he is not interested in processing a replacement Motorola will consider this matter resolved.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola G Android Phone on 02/09/14 at********* Store****** at the ******** Meeting Mall. The total price spent on the phone was $106.99 including tax. The phone began malfunctioning and I sent it in to be replaced as instructed to me by Motorola because it was under factory warranty. I received the replacement phone on 8/11/14 without the back cover, which I had to retrieve after contacting them multiple times, they sent me the back to my phone that they "forgot" to send. This phone began malfunctioning as it was also defective and Motorola agreed to refund the full amount of the phone if I sent the replacement phone back to them. I sent them back the phone and was confirmed being received on September 30, 2014. I have received multiple emails(can email as proof) promising the amount of $106.99; however, they continue to be rude, hang up on me after long wait times and never return my call and have no regard for my frustration with being given excuses as to why I STILL have not received my refund. I was promised in one of the most recent emails to have the refund 4-6 weeks from September 30, 2014. It is January 15, 2015 and every time I try to get an answer of a date, they will say they are "forwarding the refund or escalating the case to the Finance Department to be issued to me. Please provide me the email of the investigator on this case so that I can forward all of the emails to them as evidence of the horrible business practices I have endured through Motorola. This of course does not count all of the calls made to inquire that I was hung up on, but I spoke with an Oscar who was extremely rude and hung up on me on my latest attempt.

Desired Settlement: I would like the refund of $106.99 as promised by Motorola for a defective phone they sent me as a replacement of the original phone I purchased. I want nothing more than my refund, but fast because I have been promised this and expected to receive this on various given dates and am needing this lost money to pay my bills.

Business Response: Initial Business Response /* (1000, 5, 2015/01/25) */ Contact Name and Title: ******* We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because i still do not have an answer as to When i will receive my refund. As they have been telling me for the last four months "they are working on it". At what point do i get compensation for my time and countless Hours on the phone with them to still not have an answer. Final Business Response /* (4000, 9, 2015/01/28) */ We are working on the refund check and the customer will be sent an email as soon as the check is mailed. We are working to expedite this process for the customer. The customer was also provided with additional accessories due to the long wait for her refund.

2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/6/2015 Delivery Issues
2/6/2015 Problems with Product/Service
2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My cellphone slipped out of my pocket on 12/20/2014 when I was already on the floor and reached for something and the screen cracked. I immediately called Motorola and asked to fix it. I was told by agent that it costs $125 to send me a new one under warranty plan, I insisted of not paying for it. But I was told that under the standard repair, I can send it in for repair and it is at no charge to fix it and provided repair escalation number. I told him that I cannot do the first option but I can send in and be without it for a few days while in repair and was asked to call back on Monday to place request since that dept is closed on saturday. But when I called on Monday 12/22/2014 to have it processed, the first rep I spoke with confirms that the repair is at no charge and then transferred call to 2nd rep******* to complete the request. I asked multiple times to confirm whether the repair is free and she replied yes. But at the end, she said that she thinks there is a charge of $125. I explained to her what happened between Saturday to Monday to have 3 different reps tell that the repair was free and now it is not.after a long discussions, she reluctantly let speak to a supervisor named****** (Midwest Region) to confirm incorrect info has been given to me but refused to complete the repair at no charge as initially stated. This kind of misinformation is bad for the public. After realizing an error is made, the supervisor****** did not even offered any solution but just an attitude.

Desired Settlement: I would like to have my phone repaired or replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/01/25) */ Contact Name and Title: ******* This device has physical damage which is not covered under the manufacturer warranty. There will be a $125 plus tax fee to replace the device. This fee will not be waived. If the customer would like a replacement he can contact us and we will be happy to assist him.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 Motorola G2 phones in December 2014. Last week, Motorola sent an app called "Assist" and we found it helpful, especially for my disabled wife. The app worked great on 3 of the phones, but the app caused many problems on the third phone. I spent literally hours on the phone with customer service that constantly put me on hold, hung up, and asked the same questions over and over. I used chat as well as calling their customer service number. Their records should reflect this. After several hours and chats, they wanted me to send the phone to them before I could get a replacement. The customer service is the worst I ever experienced. No help. I should charge for my hours I spent on the phone when I should have been with my family. I tried to find a supervisory contact to help. I could not find. I feel ripped off, that the claim of great customer service is false, and I am left with a frozen, beeping hand sized box because Motorola suggested it. Motorola was always associated with quality. What happened? I am truly disappointed and should ask for a refund of all 3 phones and go with Samsung, but I like the phone. The customer service is bad. All I want is a replacement phone. They send it to me with a postage paid box to send the broken phone with.

Desired Settlement: Replacement.

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Contact Name and Title: ******* We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It must be known by others the steep decline in Motorola's quality and unacceptable customer service. Final Business Response /* (4000, 9, 2015/02/03) */ We spoke with the customer and offered him assistance with his issue. The customer declined further assistance. Since the customer is not interested in working to resolve the issue, Motorola considers this matter resolved. Final Consumer Response /* (4200, 11, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The public needs to be aware of the poor customer service and the problems with the product. Motorola has changed. It is not the leader in the industry anymore. I am a reformed motorola fan. Please list this on your site. Thank you.

1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 4th, I cracked the screen on my Moto X phone. I contacted Motorola Repairs at XXX-XXX-XXXX that same night. The representative told me that I could do the Return and Repair option with them for around $100. She said that after Motorola received my broken phone, I would get a repaired or new device within four business days. I agreed to this option and received a ***** label from them that same night. I sent in my phone on December 4th and they received it on December 8th. It got to the Motorola Repair Center on December 11th. The Motorola Tracking Number (RMA) was XXXXXX-XXXXXX. I contacted Motorola after four business days to find out the progress of my repair/replacement. They advised me that since my phone (the Moto X) was a customized device that it would actually take an additional 10-12 business days to get a new phone. I was upset but agreed that I would wait those 10-12 business days. On December 29th, I still had not received a replacement phone or even a tracking number. This was a full 10 business days (not counting Christmas and Christmas Eve) after they claim to have received the phone in the repair center. I spoke with a different representative who told me that because my Moto X was a first generation phone, they actually no longer made the parts for the device and could not replace it. I had not been contacted about this over the previous ten days and was very upset. The representative said that Motorola would send me a Moto X Developer Edition due to their mistake. He said I would have it within four business days. I agreed to this once again. On Monday, January 5th, four business days after I had called on the 29th, I still had not received a tracking number or replacement phone. I called again. This time, I was informed by ***** an escalations representative, that the last representative should have sent the request for a Developers Edition to the escalations department and this was why I still had no replacement phone. **** told me that he would personally make sure to put a Developer's Edition on the first ***** truck that came in the very next day, January 6th. He told me that he would Over Night the phone but could not guarantee it would get to me by January 7th and that it would be up to ***** at that point. I agreed and said that as long as I got a tracking number as confirmation, it would be alright. Sure enough, by 6:00 PM on January 6th, I had not received a tracking number from *****. I called again and was sent to a different representative. This representative told me that since my case was now with the escalations team, I would be guaranteed to have my device by Thursday, January 8th. It is January 8th and I still don't have a replacement device or a tracking number stating that my device is on the way. I have been charged for the replacement/repair and still have no phone. I can only assume that when/if I call again, I **** be told an entirely different story. The ordeal has lasted well over a month now. This has reached the point where I believe I have no other option but to file a complain with you. I hope that you **** be able to help resolve this situation as I certainly feel like Motorola has essentially stolen money (and my broken phone) from me at this point and **** not resolve the issue on their own. Thank you for your help! I greatly appreciate anything you can do!

Desired Settlement: I would like the promised Moto X Developers Edition phone that will work on the ******* Wireless network. I would also like to receive some kind of refund for all of the trouble I have gone through and the amount of time this has taken. However, the refund is really secondary to me at this point.

Business Response: Initial Business Response /* (1000, 7, 2015/01/18) */ Contact Name and Title:******** We will reach out to the customer.

1/30/2015 Delivery Issues
1/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Motorola advertised for a discount for Black Friday. In order for you to get discount you had to register with Motorola by Monday December 4, 2014. I did everything Motorola asked me to do and they sent the wrong information to me and because of their negligence I cannot receve the discount because they sent the wrong code to me.They did not stand by what they advertised for Black Friday 2014 Product_Or_Service: 11/25/14 Order_Number:***************************************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want the discount I was promised

Business Response: Initial Business Response /* (1000, 5, 2015/01/25) */ Contact Name and Title: ******* The discount for the CyberMonday promotion was not guaranteed to every person who registered for a promotion code. The promotion stated "while supplies last." The customer did not follow the proper registration steps for the promotion and did not receive a promotion code. We are not in the position to honor the discounted price as the customer did not receive a promotion code. Motorola considers this matter resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I did everything I was supposed to do. I never received a correspondence until day later stating that the code was wrong when it was to late to resolve the matter. Motorola never sent a correspondence stating that the promotion ran out. An in th advertising it stated you had up until 5:00 in the evening to receive discount and I signed up at 8:00 in the morning. In which there was ample time to notify me something was wrong. The never sent anything in reference to the code until days later. Final Business Response /* (4000, 9, 2015/01/28) */ The customer did not properly register to receive a promotion code. The promotion did state that not everyone would receive a promotion code. Also, this promotion was only valid on off contract devices. The customer purchased her device on contract so she would not be eligible for the promotion. Motorola will not be honoring the discounted price. Motorola considers this matter resolved.

1/26/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased device on 12/26 via a CC on Motorola.com directly. it was delivered on 12/30. Same day device fails to work, after excessive time troubleshooting with multiple "chat" support was told to call.. Lines close that day and next day apparently. Called and did same/more troubleshooting before they agreed to replace the device. Was given RMA #************** (mislead regarding Advanced exchange.. was told it would expidite the process. adding another +$500 hold to my CC; and told in 4 days I would have a replacement shipped. Called on Wed 1/7 to check status, after I shipped the defective device back and it had already been signed and delivered (Tracking # XXXXXXXXXXXX ). Was told it had not yet been 4 business days and that I would get it by Thur/Fri this week.. if not I would then need to call to escalate and find out why. Called today 1/9 and after another round of transfers, being hung up on was finally able to speak to the resolution team who said it was out of stock and that they had (zero) info on when it would be in stock to ship.. options 1) wait 2) refund, which would take 4-6 weeks only after I mail them proof of purchase (was puchased directly from Motorola.com who has proof). It is now 2 weeks later, I have no phone, Motorola took my money and on top of that has placed an additional hold on my CC.. Having spoken with 1/2 dozen people and was provided mis information, false expectations and misled by every single one of them except for the last individual. I'm beyond frustrated and now have to chose to wait an unknown amount of time.. days weeks months. or spend weeks trying to get a refund. Both leave me with a sour taste in my mouth.

Desired Settlement: I was told initially that they keep stock on hand for replacements and would receive it right away.. I would like Motorola to live up to its team members initial promise. I also want the hold on my CC removed.. I have returned the defective device and was told again "after****** verifies it was delivered it would be removed" It was delivered and tracking # reflects so as of Tuesday 1/6/2015.

Business Response: Initial Business Response /* (1000, 5, 2015/01/18) */ Contact Name and Title: ******* We will reach out to the customer.

1/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On December 15th I contacted Motorola about a Nexus 6 I purchased off contact and had issues with it.They determined my phone needed to be replaced and that I needed to send mine back to them.I was told there was a replacement device already waiting for me.I sent the phone in immediately with the shipping label they provided.I was guaranteed a 4 day turn around, both verbally and in writing.Upon receiving my phone they said they were out of stock on the Nexus 6 and would receive more in 1 week time.It is now January 13th, nearly a month since I sent in my phone, and they claim to still not have this phone in stock.The only offer they have given me is to downgrade my phone to a lower model. This is clearly unacceptable. Product_Or_Service: Motrola Nexus 6 Unlocked

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Motorola to send to me my old device and the new replacement device, immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/01/25) */ Contact Name and Title:******** Customer received his replacement device on 1/21/2015. Motorola considers this matter resolved.

1/23/2015 Problems with Product/Service
1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 32GB Motorola Moto X Developer Edition from Motorola.com for $399.99 (order #XXXXXXXX). The order was delivered on 12/11/2013 (Fedex tracking number #XXXXXXXXXXXX). The warranty stipulates that there is a 1-year manufacturer's warranty from the date the device is activated by the customer 1 year from 12/11/2013, which is 12/11/2014. On 12/9/2014, I contacted Motorola for a replacement due to the phone experiencing 4G signal issues under the original warranty. I was told numerous times that the system shows the phone being out of warranty and they would need to charge a $110 fee to replace the phone, even though I was under warranty. Motorola escalated my issue and I did not hear a response from them again. I followed up on my request on 1/2/2015 and was told that the system showed I would need to pay a OOW fee of $110. They also said that I was satisfied with the phone and would purchase another one, which is completely false. My phone is now out of warranty but it is due to Motorola holding out on a response so long that the phone went out of warranty. I am dissatisfied by Motorola's service and their false manufacturer warranty claims. I have lost many hours of time explaining my situation to Motorola with no avail.

Desired Settlement: Due to the time lost trying to resolve the situation, I am wanting Motorola to make things right by offering a new Moto X device free of charge.

Business Response: Initial Business Response /* (1000, 5, 2015/01/11) */ Contact Name and Title:******** We will reach out to the customer.

1/20/2015 Guarantee/Warranty Issues
1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since Dec 5, I have been in contact with the Motorola Co., trying to get a faulty cell phone replaced. Neither my wife's phone nor my Motorola Moto X cellular phones were able to connect to our home's WIFI network or any secure network requiring a password. Both phones are Motorola Moto Xs, bought on March 14, 2014 from the ATT Store**********************. Pertinent numbers relating to the phone are at the bottom of this message. After troubleshooting with both Motorola and ATT, our internet WiFi service provider, on Dec 4th, 2014, it was determined that both phones were defective and would be replaced since they were still under warranty. My wife's replacement phone arrived within a matter of days but that was not the case with my phone. I have been in contact with the Motorola Customer Support people no less than 5 times, Dec. 5th, 10th, 15th, 16th, 18th; hoping and allowing for things to happen between calls. (This count does not include the times that I became disconnected during a call, which happened 3 times.) I have received on two separate occasions, 2 emails stating that a replacement has been shipped and to supply****** Tracking Updates. The most recent FedEx email states that the shipment **** arrive on Dec. 22. When I plug the****** Tracking number which was supplied by Motorola, into the****** website, the website states "Label Created" & "Shipment Information sent to ******* Absolutely nothing about a package being received, sent, awaiting transfer, nothing! I have been told several times that the problems lies in the Motorola Shipping/Receiving Center and that the problem **** be resolved. Twice, I have been told by the Motorola representative that they have brought this action to the attention of their supervisor and the supervisor would contact the Shipping/Receiving Center in an attempt to 'elevate' the importance of the action. In the most recent conversation, I was told that my issue had been elevated to the Escalation Team. I have yet to hear from the Escalation Team or receive a replacement phone. I am at a loss for what to do. I can call Motorola again but I feel I **** hear nothing different from what I've heard already. Any help would be appreciated. You may need Motorola RMA or Incident # XXXXXX-XXXXXX; the phone's serial # is XXXXXXXXXXXXXXX; FedEx tracking # is XXXXXXXXXXXX. I can also provide a bit more detailed time-line of phone calls and what was discussed. Thank you in advance, **** ******.

Desired Settlement: Seeking to have my defective phone replaced.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ Contact Name and Title:******** We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Motorola has contacted me and partial resolution has been reached. I have received a replacement phone and returned the non-functional phone to them. In the interim, Motorola has erroneously charged one of my credit cards with a sizable amount of money.******** of Motorola and I have discussed this and she stated that the amount will be corrected. However, until this amount is removed or refunded to my credit card, I do not consider this matter resolved. Final Business Response /* (4000, 9, 2015/01/07) */ The refund is currently being processed. I will let the customer know as soon as it is complete.

1/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: It's been a nightmare to deal with Motorola customer service. - I ordered a phone on 12/05 and it was supposed to be delivered to me on 12/10 but it got rerouted instead of delivering at my address. - I came to know on 12/11 as it didn't get deliver in the time window. I started calling ***** for status and they said it's been going back to Motorola & contact them. - Tried 1st contact on 12/12 morning and customer rep took complain and said **** call in couple of hours for status. - Since office is closed over weekend, I tried 2nd call in the morning of 12/15 as no call. The 2nd rep took the same info and started processing refund once the phone is back to Motorola which I had to stop her since I wanted phone.- She transferred me to some******** guy who was supposed to be escalation team. He said I should get email or call back with status within 24-48 hours. - I call 3rd time on 12/16 as I don't get a call back nor any email in the timeframe. I was transferred to escalation team and lady ***** came on phone. I told whole story & she said give me sometime to figure out. Also told there is no******** guy in here in escalation team. She is the highest in escalation!!!- She told me she will call ***** and warehouse, etc to find the status. She was supposed to update me before she leaves around 4.30CST. I don't get a call back in time frame but I get a call from ***** stating that package is completely destroyed and contact motorola.- So I send reply mail to ***** with this call info. She replies back that she is waiting for answer from her ***** contact but after 30-40min later around 6 get an email that she hasn;t got anything & **** contact me tomorrow.- After 30-40min I get another call from ***** - same thing package destroyed and contact motorola.- After waiting until 3PM CST for call or email, I call the no and she says she was about to call me and has all info in front of her.. how convenient!!- She gives me all code info and link, etc to order another phone free with coupons. I asked her - why can't you order instead of me going through all these info and hassle. She agrees and orders another phone. However, my request to expedite delivery since so many days over due for deliver - She said she doesn't have option while ordering but will contact warehouse if it can be done or not?!!!- I just got a order confirmation - but no expedite shipment.FYI - the payment was charged for the phone on 12/06 - but the delivery of the phone is no where in sight and still no update from motorola on the delivery.During the whole nightmare, I am the one who had to call motorola every time and not a single time they tried to update me on time. I don't understand how they survive with this type of horrible customer service. I expect it to be hiccups in the 1st level support - but when they say they are from escalation department - the highest authority with similar service and no authority to expedite shipment while ordering!!??***** destroyed during shipment Product_Or_Service: Moto X 2nd Gen Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need my order expedited and delivered ASAP. At the same time, I'd like them to accept the mistakes & would be good if anyway they want to placate an angry customer here! thanks!

Business Response: Initial Business Response /* (1000, 5, 2015/01/04) */ Contact Name and Title: ******* The customer's issue has already been resolved. The order was expedited and he has received his device. Motorola considers this matter resolved

1/16/2015 Guarantee/Warranty Issues
1/15/2015 Billing/Collection Issues
1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Moto Care Accident Protection plan for a 64 gig Nexus 6, which I bought from Motorola.com. I filed a claim on Dec 22, 2014, for the above mentioned device, and was supposed to get a replacement device shipped in 4 business days. After 2 IM chat sessions and 3 phone calls (the last of which is leading me to file this report), I am nowhere near getting any device of any sort. Prior conversations I had with other reps suggested that if there was no replacement device in sight, we would explore other options. Sadly, the last representative that I spoke with (******) was flat out rude and condescending. I suggested Motorola sending me a downgrade of my Device (Moto X Gen 2 Pure Android 64 gig worth $599) and giving me a credit of the difference. This also was not an option. The only option the customer service rep was willing to consider was for me to send in my device and get a refund for it 4 to 6 weeks later - of course it didn't matter that I will not have any phone during that period. Motorola is not sure when I will get a replacement device because even they don't have an ETA of when the will get them in stock. I don't have a problem with Motorola devices; as a matter of fact I don't have a problem with the company as a whole. I'm proud of them, and I'm willing to support a company with the kind of initiatives they have. I just think they have the worst customer service I've ever dealt with. My grievance is not even asking for a refund, all I'm asking is a credit to buy another phone because they are not able to tell me when I will receive a replacement device - they refuse even that.

Desired Settlement: 1. Either a Moto X Gen 2 64 gig Pure Android Version with a credit of the difference in value of original device within a week or; 2. Full Credit of the cost of the original device within a week or; 3. The original device within a week, i.e., A 64 gig Nexus 6

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ Contact Name and Title:******** We will reach out to the customer.

1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/9/2015 Problems with Product/Service
1/8/2015 Advertising/Sales Issues
1/7/2015 Problems with Product/Service
1/7/2015 Delivery Issues
1/5/2015 Delivery Issues
1/5/2015 Guarantee/Warranty Issues
1/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Motorola Incident #XXXXXX-XXXXXX Watch developed a small crack in the back - this is the section of the watch that is in contact with my skin, so not exposed to the elements. No damage to the metal side above the crack, so no evidence of shock or any reason why the back should be damaged. If you look at internet forums discussing this product (a good example is ********************************, you **** see many reports of the backs of this watch cracking - it appears to be a manufacturing defect. I would expect Motorola to honor their warranty and repair or replace my watch.

Desired Settlement: I expect a replacement or repair of the watch.

Business Response: Initial Business Response /* (1000, 5, 2014/12/14) */ Contact Name and Title:******** Customer is currently being assisted with this issue. We will reach out to the customer to assist with his issue. Initial Consumer Rebuttal /* (3000, 8, 2014/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is now the 19th and I have not been contacted by anyone. Final Consumer Response /* (4200, 16, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained in the original complaint, the crack in the back just appeared on its own - no shock or special circumstance was involved. Also, as I linked, the Moto360 is known to develop cracks in the back, as can be seen from numerous user complaints. Thus, I expect Motorola to replace the device for free, not by expecting a $100 "repair fee". This is a manufacturing issue, and they should take responsibility for it. Final Business Response /* (4000, 18, 2015/01/04) */ The crack on the back of the customer's device does not match the crack that may have occurred if it were due to the watch band. Any of the cracks on the back of the device that were due to a manufacturer defect all occurred in the same location. The crack on the customer's device will be considered physical damage and there will be a repair fee for the physical damage.

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Motorola put a 250.00 hold on my account and per there policy the hold should be release 7-10 days after they reciev the orrigal device. They received the device on 11/24/2014 (have email proving this)and per there policy the hold on the money should have been released within 7-10 days. On the 11th day it was not in my account so I called 3 times and got not where not to mention the customer service rep was very disrespectful,very unprofessional, told me that my personal finance problems he did not care that it was my problem and they will not do anything or respond to any questions regarding and point blank lied to me 3 times during our conversation which lasted 2 hours and 10 min and on numerous occasions I asked to speak to someone in Customer Relation or someone in there Retention department in which he said they do not have either on of those departments. Not receiving the release on the 250.00 as promised my account has gone into the negative and as of today the NSF charges total 210.00 dollars and I will be charged 35.00 per day until the account has been brought up to 0.00. I do not feel I should be responsible for having to pay those fees when they did not release the 250.00 as promised per there policy. It finally was released today 12/10/2014 23 days after they received the original-defective device

Desired Settlement: I am seeking the overdraft fees this has cause me which as of today (12/10/2014) is 210.00 dollars which will increase 35.00 dollars per day until the account is brought to 0.00

Business Response: Initial Business Response /* (1000, 5, 2014/12/21) */ Contact Name and Title: ******* We will reach out to the customer.

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 13, 2014, I contacted motorola via their online customer support about my cell phone microphone being broken. They questioned my warranty, which I clarified by sending them a shipping confirmation from December 13th, 2013, therefore confirming that I did not have my cell phone 1 year before the very date. I have been passed around from one customer service agent to another, but was assured that my date of contact would be what was used in reference. Today, December 19, 2014, I finally got through to a repair escalation person who might've been able to help me on the 13th, but who now says, no, it's more than a year after I got my phone (he clarified that my IMEI was registered on December 14, 2013) and that it was no longer in warranty. Yesterday, when I spoke to a representative and expressed concern that I would not be helped today, she said "Do not say that you'll be stuck always think positive." I need a replacement phone, so I paid the fee, but I would like my money back.

Desired Settlement: $100 repair fee.

Business Response: Initial Business Response /* (1000, 5, 2014/12/20) */ Contact Name and Title:******* Contact Email: ******************** We have reached out to the customer and are waiving the $100 out of warranty fee as a one time courtesy.

12/31/2014 Problems with Product/Service
12/30/2014 Problems with Product/Service
12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a warranty claim for a defective Droid Maxx 1080M with IMEI XXXXXXXXXXXXXXX under the Return and Exchange warranty replacement program. The problem with this phone is that it intermittently displays a static-filled "snow" screen (it resembles an analog TV without a signal) during which time the phone is inoperable. I received an RMA number of XXXXXX-XXXXXX. However, I did not receive the shipping label information. On December 2, Motorola support sent me the shipping label including tracking number XXXXXXXXXXXX for ***** Express service. Accordingly, I wiped the phone's memory and shipped it a week later on 12/8. ***** reported that the package was successfully delivered to its destination on 12/10 and signed for by********. By Monday 12/15 I still had not heard from Motorola regarding an updated status or tracking number. I reached out to online support and was told that I would need to call instead and speak with Repairs Escalation. I followed his instructions to call XXX-XXX-XXXX and was connected with a representative who seemed genuinely appalled I hadn't received a tracking number within 2 business days of its receipt. She wasn't able to find any information and told me she'd transfer me to the Repairs Escalation department. Unfortunately, I was disconnected from that phone call with no agent ever answering after a total call time of 27 minutes and 51 seconds. When I called the number back again, I was also disconnected before even getting to speak with a tier 1 representative after waiting on hold for 5 minutes and 34 seconds. In both cases, Motorola ended the call; it was not dropped by my carrier. The second call was a different series of phone bank options despite being the same number and it occurred right around 6pm CST, suggesting that perhaps that time is when calls are reset and routed elsewhere. However, after devoting a ridiculous amount of time to this, I still haven't been able to talk to anyone about my problem. It looks to me like the tracking number notated the wrong RMA number, and I theorize that my phone was not recorded as received in my RMA correctly and has been lost. I'm frustrated with sitting on hold for a long period of time and then being disconnected and I would like to resolve this matter as soon as possible. Thank you for your help.

Desired Settlement: I would like my Droid Maxx XT1080 32 gb phone repaired or replaced and shipped to me as quickly as possibly as originally promised. Thank you for your help.

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Contact Name and Title: ********The customer has received both replacement devices. Motorola considers this matter resolved.

12/22/2014 Delivery Issues
12/20/2014 Delivery Issues
12/18/2014 Problems with Product/Service
12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Moto 360 device from Motorola Mobility (online) and received it on Sep 27th 2014.. within a couple of days I noticed a defect (the back was cracked) and on Sep 30th I contacted Motorola for support. They had me send a photo of the defect and then I waited. After a week I had not heard anything back, so using their online portal I requested an update but did not hear anything. After more than a month I still had not had any response at all, so I once again contacted them (Nov 7th) via their online portal and they had me email the photo once again and was assured I would have a response in 24 hours. After several days I still had not had any response whatsoever, so once again I contacted Motorola Support (via phone this time) and was able to get someone to arrange an advance exchange. I was told my exchange device would ship within four days. It has been more than two weeks and I have still not had any notice that my device is shipping. I attempted to contact Motorola Support via chat (useless) and phone (unintelligible then disconnected and not called back). In general, every attempt I've ever had to talk with someone has been frustrating and pointless. It has been over two months and I'm still no closer to receiving a replacement. I'm finished with dealing with their terrible customer support.

Desired Settlement: I no longer want a replacement device, and I do not want to deal with their customer service anymore (not that anyone would talk to me anyway). Now I just want to receive a refund for the purchase price plus tax: $265.61

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ Contact Name and Title:*********We will reach out to the customer.

12/15/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service
12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My order form from ****** for my Motorola model ****** clearly states this is a new product. When I contacted****** (Motorola's service provider) they first stated it was used, then they stated the warranty was from date of manufacturer not date of sale. It took one full day and a second phone call to send the one page sales order by fax (each of the 12 previous attempts to send it reported "No answer" on the other line) and on 9/9/2014*************** made the following commment by email: "this modem was originally sold to TVC Communications - Latin America, and is not covered under our retail warranty". I have no way of determining who the original wholesaler was but when I received the product it was in the retail package and I still have Motorola's original instruction sheet on how to set it up. ***** and Motorola appear to void any two year warranty for any product that is not purchased directly from Motorola's office. This means that buying from ******, a Best Buy or any other retail store would void a warranty.

Desired Settlement: After I could not get the modem to work, I called ************ They confirmed it had failed and I am presently renting a Scientific Atlanta modem from ************for $5.00 per month. I want either a replacement of my Motorola Cable Modem model ****** or a refund of $48.90. In addition I want $5.00 per each month that this has to drag on. This could have been resolved with a RMA. Instead Motorola wants to ignore their customer responsibilities.

Business Response: Business Response /* (1000, 15, 2014/11/03) */ Contact Name and Title:******** This complaint is for a different Motorola entity, Motorola Solutions, and has been forwarded to them for resolution. Business Response /* (1000, 19, 2014/11/11) */ We reviewed the case and the case handled according to our warranty guidelines. The SB5101 Warranty Card (see attachment) states that "If you purchased this Product directly from Motorola or from an authorized Motorola retail reseller, Motorola warrants to you, the original end user customer" and "If you did not purchase this Product directly from Motorola or from a Motorola authorized retail reseller, Motorola does not warrant this Product to you, the end-user." After our investigation, the customer's unit did not meet the warranty guideline. The customer's receipt shows that the modem was not purchased from authorized Motorola reseller*******, instead it was purchased from Great Deals 101,******* marketplace reseller (see attachment******** Receipt). We searched the serial number of the customer's SB5101 modem in our system and it shows the SB5101 modem shipped to a service provider on June 13, 2008, warranty expired on June 23, 2010 (see attachment SB5101 Search). Per customer satisfaction, we are more than happy to go outside of our replacement policy and offer a replacement in good faith by providing a shipping label to receive return unit. A replacement modem will be shipped upon receiving the return unit. Business Response /* (1000, 15, 2014/11/03) */ Contact Name and Title: ******* This complaint is for a different Motorola entity, Motorola Solutions, and has been forwarded to them for resolution. Business Response /* (1000, 19, 2014/11/11) */ We reviewed the case and the case handled according to our warranty guidelines. The SB5101 Warranty Card (see attachment) states that "If you purchased this Product directly from Motorola or from an authorized Motorola retail reseller, Motorola warrants to you, the original end user customer" and "If you did not purchase this Product directly from Motorola or from a Motorola authorized retail reseller, Motorola does not warrant this Product to you, the end-user." After our investigation, the customer's unit did not meet the warranty guideline. The customer's receipt shows that the modem was not purchased from authorized Motorola reseller Amazon, instead it was purchased from Great Deals 101, Amazon marketplace reseller (see attachment******** Receipt). We searched the serial number of the customer's SB5101 modem in our system and it shows the SB5101 modem shipped to a service provider on June 13, 2008, warranty expired on June 23, 2010 (see attachment SB5101 Search). Per customer satisfaction, we are more than happy to go outside of our replacement policy and offer a replacement in good faith by providing a shipping label to receive return unit. A replacement modem will be shipped upon receiving the return unit.

12/8/2014 Problems with Product/Service
12/3/2014 Problems with Product/Service
12/2/2014 Guarantee/Warranty Issues
12/1/2014 Guarantee/Warranty Issues
12/1/2014 Problems with Product/Service
12/1/2014 Delivery Issues
12/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased a cell phone from Motorola (Moto X). My phone proved to be defective and I was sent a replacement. That phone, in turn, proved to be defective as well. This time when I have tried to have a replacement sent, I have been repeated told to wait, for about three weeks at this point. I have been on the phone repeatedly, holding and waiting a long time, only to be told that I should wait some days more, and that Motorola will be in touch with me: "We are still working on resolving this issue for you, allow us more time and as soon as we have a resolution we will contact you, via email or by a phone call." However, even after that long, Motorola has not initiated any contact with me. It has only responded to my emails telling me to wait longer, and that they hope my experience with Motorola "our team is assuring to make your experience with Motorola a positive one.""We are still working on resolving this issue for you, allow us more time and as soon as we have a resolution we will contact you, via email or by a phone call.""In my last correspondence, I requested that Motorola give me a full replacement refund so that I can order another phone. This inconvenience has kept me from being able to use the phone and all its features. Product_Or_Service: Moto X cell phone

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would either like a replacement phone immediately or a refunded replacement amount of money - the cost of a new phone. An apology and explanation of the real reasons would also be nice.

Business Response: Initial Business Response /* (1000, 5, 2014/11/19) */ Contact Name and Title:******** We will reach out to the customer.

11/25/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service
11/22/2014 Delivery Issues
11/16/2014 Delivery Issues
11/14/2014 Delivery Issues
11/14/2014 Problems with Product/Service
11/13/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service
11/3/2014 Delivery Issues
11/1/2014 Delivery Issues
10/27/2014 Guarantee/Warranty Issues
10/27/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased 7/03/2014 online from ***************** Order # XXXXXXX Motorola Photon QXT897. First attempt at contact 9/12/2014 The SD card can not be detected/read and the KB is peeling. No less than 10 calls & emails have been made in an effort to resolve the matter. All I get is the repetition of the 2 choices then ignored for the rest

Desired Settlement: At this point I am finished trying to resolve this amicably. I simply want my money back so I can go to a different carrier and thus a different manufacturer. Hopefully this can be a positive experience for all

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ Contact Name and Title:******** We will reach out to the customer.

10/17/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service
10/13/2014 Guarantee/Warranty Issues
10/6/2014 Guarantee/Warranty Issues
10/6/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Delivery Issues
10/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint filed, I contacted Motorola X-XX-XXXX through their customer service phone number to complain that my camera was no longer working. It displayed an error message and ceased to continue functioning. The customer service representative emailed me links in order to resolve my issue since the things I had to do required turning off my phone. I tried the options ******* emailed me, which included clearing the cached and restarting my phone to manufacturer default. This did not resolve my issue and I again contacted customer service on 9-2-2014. This time, I spoke to another gentlemen, ******* in which he offered to exchange my defective phone for a "certified like new" phone. ******* was extremely helpful and even offered me the option of either sending in my phone or having Motorola send me a phone. I'm lucky I elected the latter option, as my certified like new never arrived even though my phone was completed before 7pm EST, I would receive my replacement device within one working day, as per the email that was sent out to me with tracking information. I contacted Motorola again on X-X-XXXX via their online chat and chatted with*********** I learned from********** that my phone was currently out of stock and he was unavailable to provide with any further information. I asked********** why I was not informed of this delay in which he replied that he would escalate my order. The Motorola Repair Escalation Support Team tried to contact me via phone X-X-XXXX about my pending case. I called Motorola X-XX-XXXX and spoke to a********* who was completely unapologetic in demeanor and could only tell me that my order was in the warehouse on to be processed. He could not offer me further information. I became increasingly frustrated and told******* that I wanted to completely cancel my exchange since their was nothing that was being escalated or expedited about my case. I chatted with *********** X-XX-XXXX and she continually told me that I needed to contact the Repair Team. ******* put me on a brief hold to cancel my order but when he returned to the line, there was complete silence. I am so utterly frustrated and disappointed with Motorola and its associates. There was no escalation into my order and so far, this is no charge to my credit card of $99 for the security deposit. I was contacted by ******* shortly after my first complaint. She informed be though a voicemail message and email that the original phone I had, a Motorola Moto X Turquoise, is no longer in stock and that I had to either choose black or white instead. I received the call and email 9-11-2014. I emailed her my reply as well as a reply of my free accessories totaling $50. My email was never acknowledged or confirmed, so I assumed that it was being processed. I contacted Motorola again X-XX-XXXX after checking that the status on my order had still not been completed. I chatted with a representative once more. *********** informed me that my phone was again out of stock. She failed to answer any and if not all of my questions and referred me to the Motorola Repair Escalation Team. I called Motorola at XXXXXXXXXXX and spoke to******. He transferred me instead to Motorola's "White Glove" team. I spoke with ******** regarding my order and asked why my order was delayed and I was not informed of it. She claimed that my phone was in stock and could not answer as to why I was told otherwise. She informed me that the email I originally sent to Taryn was never received and that they were awaiting my order. My outbox clearly shows that my email was sent out. She told me that she could either offer me the white or black version but the white version required approval from the IT firm because of it's different SKU. She claimed again that my email was never received. I then told her that because she cannot do anything for me, I wanted to speak to a manager. During our entire conversation, she was quiet and offered little help. I was transferred to "*******" who told me the same things as******** I became increasingly frustrated because he claimed that my response was never received through email. I asked him if I could email him a screenshot of my reply in which he said I may but he failed to give me an email address. I asked that since my email was never received, I would like to use my $50 allowance towards credit towards the Motorola Moto X Second Generation phone instead because this issue had been taking so long to resolve. He replied that he could not do that because he could not use his codes to give me a different phone. I repeatedly asked him what my other options were regarding my order and he repeatedly informed me that I could either choose the black or white Moto X and tell him what I wanted in accessories. I told him that wasn't good enough. I asked again why my $50 credit could not be used towards the newer version of my phone if it was only a $20 upgrade. Again, ******* claimed that it was something he could not do. I told ******* that he needed to cancel my entire order because he is unwilling to give me what I want. He continually asked me what he he could do. I again asked him to give me the Second Generation phone, which again he refused. He claimed that he did not know who this *********** person was who I chatted with telling me that my phone was on back order. I told him to cancel my order and he again asked what he could do for me. I told him he needed to cancel my order and I was done working with Motorola. During my entire two weeks with trying to resolve my order, nothing has been done. I've been running around with this company trying to get a replacement phone. I have had no sympathy or empathy in doing so. The representatives are excruciatingly unhelpful and rude. Product_Or_Service: Mobile phone Order_Number: *******************************************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would have been fine with a "certified like new" Moto X had this issue been able to resolved the first time, 9-2-2014. Now I just want my money back, the entire $349.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Contact Name and Title********* We have tried to reach out to customer and she stated in response complaint that she will not speak with me. Customer also stated in her complaint she refuses to cooperate with Motorola to work towards a resolution. Motorola considers this matter resolved.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a brand new Motorola HD RAZR Maxx from Radioshack with a new line of******** service in April 2014. I have had a litany of issues with the phone since I I purchased it. the phone would overheat, turn off, there's an audible pop in the speaker and the screen would flash blue constantly.******** made several attempts to resolve these issues including sending replacement phones. After the fourth replacement,******** instructed me to contact Motorola for another replacement. In June 2014, I contacted Motorola with the same issues and they attempted troubleshooting as well. Unable to resolve the issue, they offered to replace my phone. My only options were to A)Send my phone via FedEx standard shipping, leaving me without a phone for about two weeks or B)Pay $95.99 for next day shipping. I opted for standard shipping. I did not send my phone to them until August 2014 due to the fact that I was attempting to locate a temporary phone for the time that I would be without my Motorola phone. Motorola sent me a shipping label and provided me with an RMA number on July 29, 2014 and a return label on both August 3 and September 11, 2014. I shipped my phone to Motorola in August and was told by tech support that it would take about two weeks for them to receive my phone and send me a replacement. Since I had sent my phone to them, Motorola has not called or emailed me in regards to an update on my case. On August 12, 2014 I contacted Motorola support and discovered that they had actually received my defective device on August 8, 2014 but I did not receive an email or a phone call to alert me of this. Both tech support reps and managers stated to me that my phone is out of warranty which is not possible becuase the phone was purchased brand new and is still under the manufacturer's warranty becuase I have had it for less than a year. Once I explained this to Motorola tech support, they continued to give me the run around and offered to send a ten percent discount voucher instead. I refused and stated that per the manufacturer's warranty, Motorola is required to replace my phone. To date, I am still without a phone and it has been at least a month. Motorola flat out refuses to replace my phone or send back the original phone that I purchased. Both Motorola's tech support reps and their management have continuously lied and exhibitied extremely poor customer service. I spoke with them recently on August 15, 2014 and was told yet again that I would receive a replacement phone and it would arrive at my address on Wednesday, August 17, 2014. Throughout this entire ordeal, I am also still actively paying my******** Wireless service without the use of my Motorola phone.

Desired Settlement: I am seeking a brand new phone, different from the phone that I originally purchased.

Business Response: Initial Business Response /* (1000, 5, 2014/09/21) */ Contact Name and Title:******** We will reach out to the customer.

10/2/2014 Problems with Product/Service
9/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a cell phone from Motorola....the Moto X and during the first couple of weeks the phone was giving problems...shutting off by itself , freezing cutting off calls ect. I asked for a refund and was told if I would try another device instead of getting a refund I asked if this new device wasn't working and I returned it would I still get my refund at that time...I was told yes!!! Now the second phone is deleting my stuff (music, pics and contacts) it factory restored itself 3 times. I got in contact with them and now I'm being told I can't get a refund I can only send the phone in to be repaired AGAIN!!! That's completely unacceped considering I was told me trying a new phone wouldn't jeopardize my refund. I want my money back...there service and product sucks...I will never recommend them to even my worst enemy because they lied and took me for a fool!!!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my full refund!!!!

Business Response: Initial Business Response /* (1000, 5, 2014/09/07) */ Contact Name and Title:******** We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received a phone call from them...its been 3 days!!!! Final Consumer Response /* (4200, 11, 2014/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They want to again replace the phone this will be the third time but they won't refund me this is my only option I was told. Final Business Response /* (4000, 13, 2014/09/18) */ Our return time frame is 14 days or 30 days in California. This information can be found on ***************** The original phone was purchased 2/12/14. The customer is outside of the time frame to return the phone and receive a refund.

9/29/2014 Guarantee/Warranty Issues
9/29/2014 Delivery Issues
9/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On August 16, 2014 I was charged $529.94 from Motorola services for something I did not order, nor ever did business with. I did not have this available in my account at the time, so it caused my bank account to be overdraft. The company made 2 attempts Friday 8/15/14 before they were cleared. I spoke with my bank that I didn't do this and was given all the information to call Motorola. Since then I have spoken with 3 supervisors in total, they refunded me the $529.94 but have not covered the $12.00 in charges for the overages, nor the $12.45 I did have available at the time, nor the $3.00 for a new debt card. I did not make the charges through Motorola and was so upset this has happened to me. My bank account had to be closed as a result of this.****** the last supervisor I spoke with, refused to help me find out who *************** is and how he was able to use my information and order this items, and on top of this have it sent to my address and charge my card.****** was very rude and confrontational to such a sensitive matter, and said he couldn't tell me anything even though the package came to my door. I ask would he call or transfer me to the person who could figure this out, so they can be locked up or some kind of real justice, he kept refusing. When I asked how long it would take to solve this mystery, he said he doesn't know and that there wasn't no time frame. The company has not done everything they could do and refuses to find out what happened, and blames my bank. This was tramatic and it hurts to know a company as big as them would refuse to get to the bottom of this matter, not just for myself but how many others are being affected. Order_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) $27.45

Business Response: Initial Business Response /* (1000, 5, 2014/09/02) */ Contact Name and Title********* We will reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with******** on 9/7/14 and she has let me know that they would not release any information regarding the fraud that was charged to my card. She then felt that the company should not have been responsible for paying back the $529.94, that my bank should have. I was told to speak with the cops and get a court order for them to further investigate the manner. And as for the $27.45 I was suppose to speak with******** 9/8/14 at 8:30am for a conference call to my bank about the fees. My bank has put in a request and I will here back in 24 hours if they will credit it back or not. I never received a call from her and it is now 10:34am. Very unprofessional and sad with a matter such as this. I'll be praying for the company and their policies in regards to how they handle business. Final Business Response /* (4000, 9, 2014/09/09) */ Spoke with the customer and she confirmed that this matter is resolved on our end. Motorola considers this matter resolved.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had two Motorola Moto X phones that have failed. Both were under warranty. The first phone was replaced quickly and smoothly. The second, I have yet to receive. Two weeks ago my phone simply died and after troubleshooting with Motorola support (X-XXX-XXX-XXXX), it was determined to be a warranty failure. I was told a replacement was being generated identical to my previous customized MotoX and it would ship in 48 hours. That was two weeks ago. I received a Next Day Air FedEx tracking number this past Tuesday and the phone was never shipped. Motorola blamed FedEx, but upon speaking with FedEx, it was determined Motorola never gave the device to FedEx to be shipped and delivered. I have yet to hear what ever happened to that phone. I explained to them that I have a brand new Galaxy GS4 that I can use in the mean time, but that requires an activation fee and the Motorola rep refused to cover that cost. I am paying AT&T for a phone that I do not have and I still have no definite ship date promise from Motorola. They finally have given me a new code for Moto Maker to create a new device. This totally resets the shipping clock. At this point, I have no idea when I **** receive a phone. Unless I absorb the activation cost, I **** continue to have no phone.

Desired Settlement: It's simple. I want a phone that was promised to me. Every time I speak to Motorola, I am told it is shipping "tomorrow" or it is some other entity's fault. The Labor Day holiday was even blamed at one point.

Business Response: Initial Business Response /* (1000, 5, 2014/09/15) */ Contact Name and Title: ******* We will reach out to the customer.

9/17/2014 Advertising/Sales Issues
9/15/2014 Problems with Product/Service
9/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Moto X fell off a coffee table, not more than two fee high, and has a shattered screen. Given the market, and ways cell phones are used, there is a more durable way to manufacture these phone without reducing their utility. As a result this phone is defective. A phone should not break by falling merely two feet.

Desired Settlement: Either repair the phone free of charge, or provide a new one.

Business Response: Initial Business Response /* (1000, 5, 2014/08/10) */ Contact Name and Title:******** We **** reach out to the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was that I could pay to have my device fixed. The defect in the moto x and its propensity for the glass covering the LCD screen to shatter from even minimal impact is well documented. Rather than address this defect Motorola has taken the opposite approach and attempts to profit from it. This is a design flaw not shared by competitors in the market. Competitors which produce phones of higher quality in appearance and performance. Motorola's knowledge of this defect and attempt to profit from it is precisely the type of unfair business practice statutorily prohibited in CA. Worse, third party's disseminate information that Motorola has a policy of fixing these phones once free of charge. Rather that correct this clearly erroneous assentation, Motorola remains silent in hopes of capitalizing on it, further engaging in unfair competition pursuant to CA Bus. and Prof. Code ****** Undoubtedly, Motorola **** continue down the path of irrelevance. While Apple has a blind cult-like following that **** accept such poor customer service, Motorola does not. Once hoped that Google's acquisition of Motorola Mobility would have the effect of elevating an irrelevant brand, the reality is that Motorola **** devalue and tarnish Google. While individually Motorola's contravention of ********** Law is not worth redress, aggregately it is. This reprehensible, immoral, and unethical conduct must be redressed. Final Consumer Response /* (4200, 11, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I choose to accept this settlement, how long will it take to repair the defective phone? While I understand you don't feel the phone was defective, because the warranty doesn't say so. A product can be defective, if the design is faulty. Which is the case here. People routinely drop smart phone from their hip with no incident. They get a few dings and dent on the exterior but continue to function. Unlike the Moto X, where the screen shatters rending it unusable, from treatment consistent with ordinary use of the product. Final Business Response /* (4000, 13, 2014/08/28) */ The customer's replacement device shipped out under tracking number XXXXXXXXXXXX. Customer agreed to the discounted fee of $100, plus the $99 plus tax hold for our Secure Advance Exchange process. Motorola considers this matter resolved.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on my phone, the Motorola Razr HD, Motorola chose to push the Kitkat 4.4.2 software, knowing there was multiple issues with the software, and are now refusing to push the fix that Google came out with. My phone is having most of the issues related to the software, caused by motorola. Nothing non-software related to the phone. They finally agreed to replace the phone, but only with the same model with the same software. I accepted this as a temporary fix, hoping the replacement phone **** be lucky and not have the issues (nevermind the phone I sent them I bought brand new and is in perfect condition, and they **** be sending me a refurbished phone.) I received RMA XXXXXXX, and was advised I would receive my replacement device within 48hrs of them receiving my "defective" device. I have this in email. Per FedEx tracking num XXXXXXXXXXXX, the phone arrived at Motorola on Mon 08/25/14 @ 9:36am, meaning I should have a replacement by Wed 08/27/14 @ 9:36am. I did an online chat with Motorola Mon 25th night and Tues 26th morn, and was advised my replacement phone was ready to be picked up by******* and I would receive an email with the tracking num. When I did not receive this, I called them on Tues 26th in the evening, and spoke with***** who not only advised me I was NOT receiving a replacement device in the timing promised (she claims 2-4 business days), but she also refused to allow me to speak with a supervisor! I am extremely upset about this whole process. Motorola caused this issue by knowingly pushing software with issues, and refusing to then push the fix for those issues, and they refused any other way of "fixing" my issue besides the RMA for the SAME phone with the SAME software, and now they are not keeping to their word about when I **** receive the replacement. So not only am I out a phone, but I am not out a phone longer, and I am getting different stories from different people within the company, which makes me feel like I am being taken advantage of, and that I am not getting the honest update on my RMA. I have attempted to track my RMA online, but their website states it cannot find my RMA. I think my phone should be replaced immediately, but I also feel that since this issue was caused by Motorola, and they are not doing what they agreed to do, I feel I should be compensated for this as well. Since the only issue with the phone was software, and I had a brand new phone, I feel, at this point, they should give me my exact same phone back and push the software fix, or give me another new phone that is newer that **** have the correct software. I feel their customer service has been horrible, and I have been a loyal customer for years, yet I am not being treated like a valued customer at all.

Desired Settlement: I would like my exact same phone back WITH Kitkat 4.4.3 OR 4.4.4 software. If that is not an option, then I would like the next newest model (NOT older) to my phone that will have the Kitkat 4.4.3 or 4.4.4 software. I would like the phone to be brand new, since I sent them back a brand new phone (not refurbished). I would also like some financial compensation at this point. Not only will I have to buy new screen protectors, but I may have to buy a new case as well. I am also being put out now not only for the original time frame it was supposed to take to get a new phone, but even longer as well! And their customer service has been horrible. My original request was to simply put me back on the most recent software I had BEFORE Kitkat4.4.2, or to receive either kitkat4.4.3 or 4.4.4 for the fix. I don't think that's an unreasonable request since 4.4.2 has many known issues and Motorola is aware of this. I should at least be provided a phone that is equal to or greater than the phone I just sent them, with stable software.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Contact Name and Title: ******* We will reach out to the customer.

9/8/2014 Guarantee/Warranty Issues
9/8/2014 Guarantee/Warranty Issues
9/5/2014 Advertising/Sales Issues
9/1/2014 Guarantee/Warranty Issues
8/29/2014 Delivery Issues
8/29/2014 Problems with Product/Service
8/25/2014 Guarantee/Warranty Issues
8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my Moto X on 12/4/2013 through the motomaker website by Motorola - Order Number: XXXXXXXX. Along with my phone, I also purchased a Moto X for my sister-in-law In the spring of 2014, My sister-in-law accidentally dropped her phone resulting in a cracked screen. After calling with Motorola to look at my options for replacement, the customer service rep asked me if my sister's Moto X was customized (it was) and promptly informed me that customized Moto X's have a full one year accidental coverage warranty, unmentioned in the contract. She immediately send me a code to order a brand new Moto X because of this for my sister. Surprised, I call two more times to speak with different reps to make sure of this policy and both confirm that they do not charge for a repair for a full year starting from the purchase date. In fact, they even mentioned that if I did not like the colors of my phone, I could simply call and get a free new phone with different colors. I dropped my personal phone last month and it cracked. Remembering Motorola's policy, I call to get a free replacement phone as I've been promised. The customer rep informs me that he knows of the policy, but they have stopped carrying it out. He also mentions that hundreds of people have been calling to complain about this sudden change of policy and he advised to wait a few days because the problem had been relayed to the higher management and he believed that they would start honoring their verbal promise again. I call a week later and talked to both the regular customer service rep and the escalation department numerous times. While they all know of the policy I am referring to, they mention that they cannot honor it anymore. They refer me to the management of the escalation department whom I contact. The manager I talked to completely denied such a policy ever existed and claims to have never heard of such. I know for a fact that over 5 employees have mentioned the plan so I know that this person is simply trying to deny my claim. With a quick search on Google, I found dozens of people mentioning that they, too, had their phones replaced for free after cracking its screen. And multiple websites mention this policy, as late as June 2014: http://www.techtimes.com/articles/8575/XXXXXXXX/own-a-motorola-phone-with-broken-screen-you-can-get-a-replacement-for-free.htm While I understand that this policy was not written in the contract, I deliberately did not purchase a solid case for my phone, knowing that they had this policy confirmed and promised to me by three different reps while calling Motorola. Motorola cannot simply promised me as a customer to replace my phone for free within the period of a year and then just act like it had never existed in the first place. Thousands of people were honored this free replacement plan including my sister-in-law, and I deserve the same respect for purchasing a customized Moto X phone.

Desired Settlement: I simply want the company to honor their verbal promises and offer me a free replacement phone as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title:******** We will reach out to the customer.

8/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased phone in Dec of 2012, phones would last about 2-3 months before failing for a myriad of issues. Replacement phones were provided which were all defective. Company refused to provide new working phone, and changed policies without informing customer. Customer service was rude and uncompromising.

Desired Settlement: Refund for phone price at time of sale or full compensation for new phone now purchased.

Business Response: Initial Business Response /* (1000, 5, 2014/08/10) */ Contact Name and Title: ******* We will reach out to the customer.

8/22/2014 Problems with Product/Service
8/22/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
8/8/2014 Delivery Issues
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 7/7/14 Purchsed 32GB Moto X from Motomaker.com Provided Order # XXXXXXXX 7/15 I called to check status as no shipment confirmation email was sent. Spoke to CSR Agent *****, & was told item was delayed due to accessory inavailability, and that I would receive a call back that day or the next. 7/18 Spoke to CSR Agent ****, who informed me that the order was cancelled on 7/16 by the activations dept due to the phone failing a test activation before being sent to me. Provided Incident # XXXXXX-XXXXXX Was Transferred to Cancellations Dept where I spoke with Bryan who admitted the order was cancelled without notifying me or without my consent. Escalated to ***************** HQ Supervisor, who told me that she would reverse the cancellation and process the order with expedited shipping & provide a free MotoStream ($49.99 value) to make up for the delay. Was advised to expect an email on Monday (7/21) with status. DID NOT RECEIVE AN EMAIL UNTIL THE 25th of July. The following is a copy of that email: **** via email: Hello ******, I wanted to get back to you about your order. Due to a activations issue the order has been cancelled. I apologize about this. If you would like to place the order again, please do so. After you place the order if you respond with your order number I can put in a request to get that expedited for you. Again I apologize we were not able to active the phone and process the order. Kind regards, **** Order Admin 7/25 Called and spoke with******, Cancellations Order Review team and was told they would call me back later as they were "busy right now with high call volume" Requested to speak to a supervisor, Spoke to Douglas, the for Cancellations Dept I requested an expedited refund, to be able to place the order again. Claimed they sent me a promotional code via email, however, I never received a promo code email. & the above email on the 25th was the first email notification I had received of the Cancellation of my order. 7/28 Received a call from ******* she left a voicemail spoke to******** when I called back, who offered to try and get me 1 free ($200) accessory or $100 discount off my order, since refund would not be received in time for promotional offer ($324.99 rather than $399.99 for the phone) 7/29 Spoke to******* (head of Executive Relations Department perhaps, since everyone keeps deferring to her?) Once again told me, "I have submitted a request to have the refund expedited and should hear from our Finance Department tomorrow." ****** also refused to honor the promotional price of $324.99 vs the $399.99 I was paying. Stated she could only offer a free accessory ($100 limit). I asked that she take $100 off the order total, since they didn't have any accessories I wanted for under $100. Said she would check and would call back the next day. 7/30 ****** called, was allowed to give $100 off credit and expedited shipping, but would still have to wait to hear back from Finance Dept regarding the refund, said it should be the next day. Also, that they still would not honor the promotional price once I place a new order (after waiting over 14 days for the refund to be started) I also called and spoke to my bank, whom told me that IF Motorola started the refund process by 3pm CST today (7/30/14), they could have the funds in my account by as early as tomorrow morning. I started a Dispute For Goods Not Received with my bank, whom said they would credit my account the disputed amount ($488) within 72 hours.

Desired Settlement: Honor the promotional Price of $324.99 for the 32GB Moto X phone with Expedited Over-night Shipping and free Moto Skip (per ongoing promotion). To make up for Consumer issues/hassles/delays please issue $100 credit and honor the promotional price.

Business Response: Initial Business Response /* (1000, 6, 2014/07/31) */ Contact Name and Title: ******* This issue has been resolved. The customer is being given $100 off of his new order that was placed yesterday. The refund has also been processed.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: July 22, 2014 I completed request for repair on a Droid Ultra with a cracked screen. According to the motorola website the charge would be 129.00 with applicable tax. I agreed to this charge and submitted with the request my valid mastercard information, as without this information the system would not process the repair. Per the website upon receipt of the defective device a new device would be shipped within 48 hrs from the warehouse. I received a prepaid shipping label via email as promised according to the website. The phone was delivered on July 23 signed by*********** at the Motorola Fort Worth, Tx warehouse. After 48 hrs post arrival to the warehouse, I chatted with support inquiring the status, I was told it would take 3-4 business days for the replacement device to be shipped and was provided an RMA number of XXXXXXX. I had then spoken with a call center rep in which I was told that the device was ready for just awaiting processing at warehouse for packaging and I should receive a tracking number on Friday the 25. I did not end up getting a tracking number so I chatted and called this date and ended up getting very different stories. I chose to have the phone sent to Motorola as they were the manufacturer of the device I saw it fit that they be the ones to repair it. I chatted and spoke with reps over the weekend 26 and 27 still getting different responses from reps about the status of the repair/replacement. Today I called the call center and spoke to a rep which they informed me that the process was stuck at the warehouse in which the rep was going to escalate the call to the warehouse. I was able to speak to a warehouse rep, in which she informed me that they were unable to obtain authorization on my Mastercard, to which I was suprised as in order to even process the return I had to have a valid card and was understanding at that time I would be charged the amount for the repair. Now I am being told that the charge for the repair has not been obtained. The billing dept failed to obtain payment when I agreed to pay. The specific account that had the monies for the repair now has less than the needed amount for the repair. I now have no defective phone to use or a replacement device either. I feel that the manufacturer failed to uphold their part of the agreed terms as per the website I would have a new device shipped within 48 hrs and they failed to obtain payment timely. I have been treated very rudely by the customer service reps, I have not been rude to any of the staff merely conveyed in a professional manner, my disgust and disappointment in the way I have been treated, and the way the return/repair has been handled and the lack of communication I have experienced. Just this evening I was abruptly disconnected by a chat specialist in the midst of discussing the issue. According to other customers complaints I reviewed prior to submitting mine; rude, inaccurate responses, and the typical "run around" seems to be a common theme among the customer service reps that customers initially come into contact with. Disappointing Honestly!!

Desired Settlement: I would like to ask that due to the very bumpy experience with this repair request that Motorola assist in the service recovery process in a way that they feel is acceptable and that we can agree upon. I am not asking for a hand out, however I hope that Motorola will help to make this situation better and both parties can walk away happy about the resolution obtained, at this point I am hesitant to spend any more money in the product in the future as I am disappointed in the customer service and in the way the repair has been handled thus far. I want to be able to say to someone, if they ask about Motorola; "oh Motorola, don't hesitate to purchase a phone from them if you have any issues they will take care of you!! At this point I can't say that :(

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Contact Name and Title:******** We will reach out to the customer.

7/30/2014 Problems with Product/Service
7/29/2014 Advertising/Sales Issues
7/28/2014 Problems with Product/Service
7/24/2014 Problems with Product/Service
7/16/2014 Guarantee/Warranty Issues
7/15/2014 Problems with Product/Service
7/14/2014 Advertising/Sales Issues
7/8/2014 Problems with Product/Service
7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted technical support about my Moto G on 07/02/14 about my phone not reading the sim card, resulting in another replacement phone. I was thrilled that i received the phone the following day. To my suprised the like new device had the same issue! When I contacted customer service on 07/03/14 (in which I had to go through the fustration to download a wifi app and figure out how to use it just to call) I was greeted appropiately, then when i stated my issue the agent informed me that the Replacement Escalation Team was closed and I would need to call back at a later time. I informed the agent that I needed some type of assistance today due to tomorrow being 4th of July and I do not have family locally so I want to be able to call them. The agent proceeded to say that there was nothing he could do and I can disconnect the call. I proceeded to tell the agent that something needs to be done today so I can call my family tomorrow, and asked to speak to a supervisor. The agent proceeded to tell me that there is no need to talk to a supervisor because I am asking for something that is impossible and to disconnect the call. After this statement I became highly irritated and furious with the fact that I was denied a supervisor, and even more so when the agent stated that he was a supervisor and threatened to transfer me to a frequent caller team if I did not let him repeat the same answer over and over again! I repeated asked for a supervisor, and this agent kept insuating that I did not have the right to speak to someone else, then put me on hold! I understand that if a department is closed they cannot be of assistance, but the level of customer abuse I recieved just because I asked for a supervisor to express my displeasure and fustration about not being able to speak to my family over the holiday is just rediculous! All I wanted to do was speak to another level of management to express my dissatisfaction with the level of service I received and in exchange I was put on constant hold and told that I COULD NOT express my opinion to another level of management without threats to be disconnected just because another person rather leave work on time instead of finding a resolution for the current customer? The agent didn't even provide me a number to the Device Replacement Escalation Team. I am highly upset and as someone who has purchased motorola phones well before smartphones came out, before they were aquired by Google. This level of customer abuse should not exsist in any call center, even if the agent is unable to help.

Desired Settlement: I just want a phone that works, rather it be the same phone or another model.

Business Response: Initial Business Response /* (1000, 5, 2014/07/06) */ Contact Name and Title:******** We will reach out to the customer.

7/7/2014 Problems with Product/Service
7/7/2014 Guarantee/Warranty Issues
7/4/2014 Delivery Issues
6/30/2014 Advertising/Sales Issues
6/19/2014 Problems with Product/Service
6/16/2014 Guarantee/Warranty Issues
6/16/2014 Problems with Product/Service
6/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After hours on the phone, 8 phone calls, and 6 people telling me that my warrantied phone would be replaced with a new phone, one man contradicts them all, and decides to not warranty it. This goes against the warranty terms that Motorola set in its documentation. The following is a letter which I sent to them:********************************************************************************** 21, 2014Customer Service ManagerMotorola Mobility600 U.S. 45 Libertyville, IL XXXXXDear Customer Service Manager,I am writing you today, in order to share the overwhelming negative experiences that I have had withMotorola Mobility and your ?Customer Service?, over the past 10 days. Please, allow me to preface you with some background information.I purchased an unlocked Motorola XT890 (Razr i) in late March of 2014. The phone, while ?old stock?, was purchased Brand New and Factory Sealed via an online vendor- A new, unmolested, sealed Motorola phone with all accessories and documentation. Two weeks ago, the camera / video on my Motorola XT890 (Razr i) suddenly stopped working without warning, and for no apparent reason at all. I immediately performed some basic diagnostic tests and found that the Software was not the issue, but rather the Hardware had failed on some level. After discovering this, I immediately registered the phone via your website (IMEI, Model, etc), and contacted Customer Service @ to make a formal complaint / warranty claim (Monday, *** 12 2014).I was promptly greeted by a Cust***************omer Service Rep who at first seemed willing, able, and interested in helping. Once I made it clear that this was a Warranty issue and not a new phone purchase, I was transferred to another Rep, but not before waiting on hold for 40 minutes (9:30am?). This next Rep recorded my issue, my contact information, and assured me that they could help. After about 15 minutes, I was told that my Warranty was being processed, and that I?d receive a phone call from a Technician in 24-48 hours to whom I could explain my issue to, and that a replacement phone would be sent to me following that conversation. 72 hours passed, and still, I had not heard from anyone. Wednesday, I called to check-in and find out what the heck was going on. When I finally got through to someone not in sales, I had once again been subjected to a 40 minute wait, only to be given the excuse that ?Oh, I?m sorry, Sir. We tried to enter your claim in the system, but an error came up?.Sorry?. What !? You don?t call and alert people of that? You simply expect me to continue calling you to ensure you?re doing your job!? Absurd. . It?s your job to alert me of errors in the processing; not my responsibility to call you and check-in 4 times when nothing is happening?. I repeated this ridiculous waste of time 3 more times over the course of a week, when finally, I became so irate that I was transferred to a man who seemed capable of and willing to help resolve this, finally.After telling him what had happened, and about all the issues I had experienced with Motorola?s Customer Service, he said ?Sir, I?m going to confirm your mailing address on file, and send you an email with an RMA # in it. Once you get this email, a replacement phone **** arrive to you 2-5 days later; it **** be a Moto X because your phone is no longer being produced. Simply return your phone to us after receiving the new one?. Great, I thought; finally some resolution (Wednesday evening, ~7pm EST)? Wednesday comes and goes; no email. Thursday.. Friday.. Saturday.. Sunday.. Monday; NO EMAIL RECEIVED YET. Which brings me to today, Tuesday, May 20th. Because apparently I am responsible for doing these peoples jobs, I called back again (7th time) to inquire as to what the heck the problem is, and why I hadn?t yet received my email and replacement phone. Well, low and behold, after another 35 minute hold, I was handed-off person to person, because nobody could help me. I finally landed in the questionably capable hands of one of your White Glove Department Supervisors. I proceeded to explain for the 7th time what had happened, and after checking my info, he came to the conclusion that he would not warranty my 3 month old phone, because he claimed it was out of warranty, based on the IMEI that I registered AT THE BEGINNING OF THIS ENTIRE PROCESS. I?m disgusted, frankly.The phone is 3 only months old, was purchased brand new, and broke without warning. Motorola built this phone, it failed, now it?s your turn to honor the warranty. I have my warranty booklet, original receipts, packaging, etc. I expect a company to back-up its warranty as advertised, and not hassle me about it or waste my time so blatantly and unapologetically. Synopsis: Motorola Mobility has, based on my recent experiences, the absolute WORST Customer Service I?ve ever had the displeasure of experiencing?.and I have Time Warner Cable. You wasted literally hours my time; you contradicted yourself multiple times, and you now refuse to warranty your own faulty product. No wonder Motorola keeps getting sold-off. I expect someone to contact me in order to resolve this within the next 24 hours. Otherwise, I?ll be sending this letter, as well as a supplementary letter to: The Better Business Bureau, USA.Gov/Customer/Complaint, and ****** Consumer, as well as sharing my experience on all of the popular Social Media and mobile phone review sites: Facebook, Twitter, Reddit, Mobile Burn, Pocket Lint, Phone Dog, Phone Arena, CNet, Tech Radar, Digital Trends, Engadget, etc. It?s time to put your money where your mouth is, and simply warranty a product which you built.Sincerely,**** ****** Product_Or_Service: Motorola Razr i (XT890) Order_Number: NA Account_Number: NA

Desired Settlement: DesiredSettlementID: Other (requires explanation) Immediately replace the faulty phone with a similar device, or repair at no cost.

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ Contact Name and Title:******** Contact Email: ******************** We will be reaching out to the customer to resolve this.

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lied to, paid for a product and they won't provide the product.

Desired Settlement: Upgrade to better phone or additional phone options for future, a Moto credit if possible

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Contact Name and Title: ****** Contact Email: ******************** We will be reaching out to the customer to resolve. Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not resolved the issue but instead continue to ask for information already provided. No compensation has been provided and I still do not have a ohone though payment was made already. Final Business Response /* (4000, 9, 2014/05/23) */ The customer has been provided information to place her order and offered compensation. We are waiting for the customer to respond to us. We consider this issue resolved.

6/3/2014 Guarantee/Warranty Issues
6/2/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent in my iPhone through the Motorola Trade-in program on 3/17 and was promised a $100 Visa gift card within 6-8 weeks, which I have not received. The tracking number for the trade-in was: NWZS-XXXXX-XXXXX The USPS tracking number was XXXXXXXXXXXXXXXXXXXXXX The incident number from the first time I chatted with their online support on 5/17 is: XXXXXX-XXXXXX. I responded to that email as the person said to, but have not received a response. I also submitted a contact form online about 5 days ago, which said that it would receive a response within one business day. I have received no response. I tried the online chat again today, but the customer service agent was unable to help me. She said it was handled by *************** as a contractor, but was unable to provide contact information. She linked me to their website, but there is no contact information there.

Desired Settlement: $100 Visa gift card or the return of my phone.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ Contact Name and Title: ****** Contact Email: ******************** We are reaching out to the customer to resolve on our end. Initial Consumer Rebuttal /* (2000, 7, 2014/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Assuming that the company does resolve on their end. They have said I will receive the gift card within 30 days. Will reopen if it had not happened.

5/30/2014 Problems with Product/Service
5/20/2014 Problems with Product/Service
5/16/2014 Delivery Issues
5/16/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service
5/9/2014 Guarantee/Warranty Issues
5/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: i contacted motorola support numerous times regarding a replacement phone under warranty..it has been a week and a half and the phone has not shipped yet even though it was supposedly exspedited. I need the phone for my job searching and have been told several times that it would be delivered the next day and still it has not been shipped..it is one excuse after another, and I am tired of getting the runaround I will never buy another motorola product if this is the type of customer service they provide

Desired Settlement: want delivery by Monday or Tuesday of next week

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ Contact Name and Title:******* Contact Email:********************* We will be reaching out to the customer to resolve.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Moto G purchased for x-mas gift. Moto G was defective. Moto G was returned on Jan-14. Motorola confirmed receiving phone. Signature of employee was documented. Refund was never processed. Escalated investigation in May-14 with nothing but a "I am sorry this was not processed". No updates on refund. I am out nearly $200. They will not provide even a promo-code for a new phone. Nothing has been done since January. They literally stole my money.

Desired Settlement: I would like a refund for $195.56 as well as a discount on a Moto-X developer edition phone. Having a refund after FIVE MONTHS is not good enough now.

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ Contact Name and Title:******* Contact Email: ******************** We are reaching out to the customer to resolve. Initial Consumer Rebuttal /* (3000, 7, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I finally receive a response in writing about what has occurred. Thank you for contacting me I am at work and could not take your call directly. Instead of a discount code for a developer edition moto X, may I suggest: Instead of mailing out a refund could I replace my 32GB Verizon Moto X with the Verizon Moto X Developer Edition? A one to one swap of the phone I currently have and **no** check/refund. This would be a fair compromise for the time I have waited (5 months) to get my refund. Thanks. Final Business Response /* (4000, 9, 2014/05/06) */ We are sending the customer a new phone for free, in place of the refund. Final Consumer Response /* (450, 10, 2014/05/06) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Motorola has agreed to send a new Verizon Moto X Developer Edition free of charge as they could not process the refund. This solution was satisfactory. The order confirmation number is:******** Phone will be sent once in stock ASAP.

4/28/2014 Problems with Product/Service
4/28/2014 Advertising/Sales Issues
4/25/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/14/2014 Delivery Issues
4/7/2014 Guarantee/Warranty Issues
4/7/2014 Guarantee/Warranty Issues
4/1/2014 Problems with Product/Service
3/17/2014 Problems with Product/Service
3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Happened to purchase a cell phone on Motorola's Moto maker website and returned the phone with their provided mailing label and they received the product on January 30th or 31st. And they said I should receive a refund in 7 to 10 days and still have not received a refund. Contacted them couple of times and response is same. Very dissatisfied with their business practice.

Desired Settlement: Contact me and refund my money.

Business Response: Initial Business Response /* (1000, 5, 2014/03/04) */ Contact Name and Title:******* Contact Email: ******************** We will be reaching out to the customer to resolve this on our end.

3/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Outlook « Sent › Message  RE: Filing a lawsuit and complaint about Motorola phone getting overheatedReply �-� Delete More �-� WedMarvin HallShow detailsCustomer Name: ****** **** Serial Number - XXXXXXXXXXXXXXX Tracking (RMA) Number: XXXXXXX From: ********@hotmail.com To: ***@motorala.com; ********@hotmail.com Subject: Filing a lawsuit and complaint about Motorola phone getting overheated Date: Wed, 5 Mar 2014 19:02:58 -0500 To Corporate Office,  Me and my husband were told to send in our phone for repair to Motorola per SprintPCS because it was still under a 1 year warranty. We sent the phone in for repair thinking that the repair department could figure out why the phone got so hot and overheated and not coming back on being that it had never done that. Instead the repair department sent us emails that we couldn't respond to on several occasions. Then instead of sending us a replacement phone they sent us back the same unusable phone which we received on Feb 21, 2014 and then the same day we receive a call on my husband phone from the repair department stating that because they couldn't fix our phone they offered to replace it with another phone that was white the Moto X being that they don't make the Motorola Photon anymore and we said that was fine if that was our only options. The rep from the repair department on Friday February 21, 2014 and on Monday February 24, 2014 when we call again to confirm the phone I want never stated on the phone during that call that we had to send back the unrepairable phone so the next day I recycle the phone for safety reason being that I have small children on Saturday February 22, 2014 I sent and dropped the phone off to CFK Ecycling company that I normal send my ink cartridges to be either reused or recycle properly I saw the flyer and pick it up awhile back and kept it for future recycling you can just ask for a bag at the main office, email, or call to have the bags sent to you I don't profit anything from the company it just a good resource for getting rid of electronics that can't be just tossed in the trash can.  Being that Motorola couldn't fix our phone and being that it was unusable I recycle the phone. While we were waiting on the new phone which was taking forever to get my husband call to check the status of the phone and thats when they tell him he must send back the old phone well my husband had no idea I had recycle it and until he came and told me that they want the old phone back which I no longer had anymore, your customer services reps ***************************** try blame us me and my husband for not communicating with each other but we only have one cell phone line which is his mines is not on so because Motorola didn't fix my phone so I have no way of them contacting me the only number they can call is his and most of time his at work and I don't know that they call until he either gets a break at work or comes homes to tell me, which I think makes no sense at all when they already had the phone they could have just replaced and sent me the new phone instead of giving me and my husband the run around. I have spoke with ******************************* who claim they are supervisor and managers and that they don't know the corporate office address for customer complaints and who have been horrible at communication to us as if we would have known that its standard for you to send back an unusable phone to a customer only to have the customer to reship it back to you again for the 2nd time in order to get another phone sounds like waste of money being that you have to use ***** which is not cheap but ok. Customer services as well as the repair department has been horrible since day one since we sent the phone in and now because I choose to recycle the phone due to safety reason I won't be getting a replacement phone because the people you hired don't know how to communicate well with the customer. They could have simple place a note inside the unrepairable phone.

Desired Settlement: Outlook « Sent › Message  RE: Filing a lawsuit and complaint about Motorola phone getting overheatedReply �-� Delete More �-� WedMarvin HallShow detailsCustomer Name: ****** **** Serial Number - XXXXXXXXXXXXXXX Tracking (RMA) Number: XXXXXXX From: ********@hotmail.com To: ***@motorala.com; ********@hotmail.com Subject: Filing a lawsuit and complaint about Motorola phone getting overheated Date: Wed, 5 Mar 2014 19:02:58 -0500 To Corporate Office,  Me and my husband were told to send in our phone for repair to Motorola per SprintPCS because it was still under a 1 year warranty. We sent the phone in for repair thinking that the repair department could figure out why the phone got so hot and overheated and not coming back on being that it had never done that. Instead the repair department sent us emails that we couldn't respond to on several occasions. Then instead of sending us a replacement phone they sent us back the same unusable phone which we received on Feb 21, 2014 and then the same day we receive a call on my husband phone from the repair department stating that because they couldn't fix our phone they offered to replace it with another phone that was white the Moto X being that they don't make the Motorola Photon anymore and we said that was fine if that was our only options. The rep from the repair department on Friday February 21, 2014 and on Monday February 24, 2014 when we call again to confirm the phone I want never stated on the phone during that call that we had to send back the unrepairable phone so the next day I recycle the phone for safety reason being that I have small children on Saturday February 22, 2014 I sent and dropped the phone off to CFK Ecycling company that I normal send my ink cartridges to be either reused or recycle properly I saw the flyer and pick it up awhile back and kept it for future recycling you can just ask for a bag at the main office, email, or call to have the bags sent to you I don't profit anything from the company it just a good resource for getting rid of electronics that can't be just tossed in the trash can.  Being that Motorola couldn't fix our phone and being that it was unusable I recycle the phone. While we were waiting on the new phone which was taking forever to get my husband call to check the status of the phone and thats when they tell him he must send back the old phone well my husband had no idea I had recycle it and until he came and told me that they want the old phone back which I no longer had anymore, your customer services reps Sharikia, Johnny and Angelina try blame us me and my husband for not communicating with each other but we only have one cell phone line which is his mines is not on so because Motorola didn't fix my phone so I have no way of them contacting me the only number they can call is his and most of time his at work and I don't know that they call until he either gets a break at work or comes homes to tell me, which I think makes no sense at all when they already had the phone they could have just replaced and sent me the new phone instead of giving me and my husband the run around. I have spoke with Sharikaria, Johnny and Angelina who claim they are supervisor and managers and that they don't know the corporate office address for customer complaints and who have been horrible at communication to us as if we would have known that its standard for you to send back an unusable phone to a customer only to have the customer to reship it back to you again for the 2nd time in order to get another phone sounds like waste of money being that you have to use FedEx which is not cheap but ok. Customer services as well as the repair department has been horrible since day one since we sent the phone in and now because I choose to recycle the phone due to safety reason I won't be getting a replacement phone because the people you hired don't know how to communicate well with the customer. They could have simple place a note inside the unrepairable phoneOutlo

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ Contact Name and Title:******* Contact Email: *******@motorola.com We **** be reaching out the customer to resolve on our end. Final Consumer Response /* (2000, 7, 2014/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/10/2014 Billing/Collection Issues
3/10/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/25 I received a defective Motorola SD 11 HD Headset from my brother for Christmas. It stopped playing sound and charging within 2 weeks of use. I complained to the business and they refuse to send me a replacement without proof of purchase which of course is not possible having it been a gift. Product_Or_Service: Motorola

Desired Settlement: DesiredSettlementID: Replacement I would like a replacement mailed to:********* ************ ***** Ave ****** ****** ** XXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Contact Name and Title: ****** Contact Email: ***@motorola.com We are reaching out to this customer to resolve this. Final Consumer Response /* (4200, 11, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, As of 2/14/14 I still have not received the S11 HD Headphones and 2 $25 ****** Play cards as promised. I have requested that they be sent to my home overnight so that I can sign for them personally (due to the dishonesty of the last person who signed for and stole my package) on any Saturday or Monday 2/17/14 when I am off work. This will be resolved if the package is mailed promptly and overnight. Thanks ********* ******** **** ***** Ave #43 *** ****** ** XXXXX Final Business Response /* (4000, 13, 2014/02/21) */ We consider this resolved. A new device was sent to the customer via *** ** tracking XXXXXXXXXXXX and was delivered on 2/20/14.

3/4/2014 Problems with Product/Service
2/25/2014 Problems with Product/Service
2/21/2014 Delivery Issues | Read Complaint Details
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Complaint: I had sent my cell phone to Motorola Repair service with the tracking slip they provided on January 22nd with their guarantee that they would get the repair done within 5 days and with shipping time it would be about 7 working days to get my phone back to me. The shipping company confirmed the phone was delivered on January 24th but on January 26th the company contacted me saying they hadn't received the phone. I called their customer support to find out what happened and they said their servers just hadn't updated for the weekend yet. On January 29th I received a confirmation that they had received the phone, 3 working days after it was delivered. On January 31st I received an email with tracking information on the return shipment of my phone with an expected delivery of February 3rd, only one day more than the guaranteed process time Motorola gave me. As of February 4th the tracking number still says the shipping company has not received my phone for shipping and the repair department tells me they think it might go out today but within 48 hours they will find out if they still have it and when it will go out and let me know. So the 7 working days are now at least 10 (if I receive it tomorrow) and sounding like going to be 13 if it ships this week. They can't actually tell me where it is at and say I just need to keep waiting. Their RMA tracking number for the issue is******** Product_Or_Service: Motorola Cell phone repair Order_Number: Inbound Device Numbe Account_Number: Tracking (RMA) Numbe

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my phone back or a replacement and a reimbursement for all costs for my cellular service for the time beyond their guaranteed turn around time of 7 working days.

Business Response: Initial Business Response /* (1000, 10, 2014/02/10) */ Contact Name and Title:******* Contact Email: ******************** The replacement was sent out to the customer via Fed Ex tracking*************** We will be reaching out to the customer to follow up.

2/20/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola X cell phone from the motorola.com website. I purchased this phone off contract so paid they entire $399 for the phone. Less than a week later they dropped the price of the phone $70. I contacted customer service and told I couldn't get a credit but they'd send me a $70 accessories credit so I said that was fine. Then later instead of receiving one credit for $70 which I was told by customer service I received one $50 credit and one $20 credit. Then I found these credits couldn't even be used on the same order. So I then attempt to at least use the $50 credit, I make a total purchase of $49.95 and I can't use the $50 credit it apparently has to be over $50 which is indicated nowhere in the coupon code they sent. Then I create a new order of a phone case and screen protector for a total of $55. But now the the shipping price is $10.95 to ship a package that can't weigh more than a few ounces. I've shipped 10lbs boxes that don't cost $10.95. The whole ordeal with Motorola has been horrible, I will avoid ever purchasing another Motorola or Google product. I don't even want to use the $20 credit because I'll just be charged $10.95 to ship.

Desired Settlement: I'd like the $70 credited to me.

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ Contact Name and Title: ****** Contact Email: ceomoto@motorola.com We will be reaching out the customer to resolve this on our end. Final Consumer Response /* (2000, 7, 2014/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They contacted me and will be issuing a credit for the $70.

2/17/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in warranty replacement on 01/22/2013. Motorola sent out wrong product. Contacted company for shipping label. Received label that did not work after going to FEDEX to ship back. Contacted company and was told new label would be sent, gave credit card for expedited shipping on the correct headset of which I have not received as of yet. Called on 01/30 to inform of item being sent back and to inquire about replacement. Told it was not shipped as promised. Contacted By *************** who was rude and told me pretty much that I would have to wait until they decided to ship it out and that I could not talk to anyone above her cause she was not reporting to anyone. Refused to provide supervisor's name. Called back and got treated the same way by another representative. Motorola still has both headsets and customer is left without warranty exchanges. Very poor warranty and customer service! will never buy another Motorola product as a result of this experience.

Desired Settlement: Replacement and refund for the defective product Reprimand of customer services executives who provided poor service and were rude *************** Formal apology

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Contact Name and Title: ****** Contact Email: ***@motorola.com We **** be reaching out to the customer to resolve this.

2/13/2014 Guarantee/Warranty Issues
2/12/2014 Advertising/Sales Issues
2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Motorola Solutions mailed me an S 11 FLEX HD replacement headset that I did not receive in the mail. They said they are not shipping me another one and I have spent over 17 hours and 2 weeks handling this return process. Product_Or_Service: S 11 FLEX HD Headset

Desired Settlement: DesiredSettlementID: Replacement Replacement S 11 FLEX HD mailed overnight shipping with signature required to:********************** ********************************

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ Contact Name and Title:******* Contact Email:***************** We are sending out the S11 Flex HD headset via Fed Ex with tracking# XXXXXXXXXXXX with overnight shipping.

2/7/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the 2nd Motorola Photon Q that had the vibrator go out. I contacted Motorola on 12/13/13 for which I was told they would send me an email with the return information. I called back on 1/3/14 informing them that I had not received the email. Once I received the email I sent in my phone via FedEx tracking number XXXXXXXXXXXX on 1/8/14. It was signed for by H.Ascarate on 1/9/XX XX:XXam. The email stated that I should receive my phone back within 5 business days of receipt. I have made several calls for which they then showed receipt of 1/15/14. Again I have made several calls to get any information on when my phone would be fixed and returned. They stated that since it showed in their system received on 1/15/14 that It should be repaired by 1/22/14. One of the reps I spoke with told me that they had to wait on parts. As of today I still cannot get an answer as to when I **** receive my phone back. They have in essence have taken my phone hostage and fraudulently informed me of when I should get my phone back. This fraudulent information in the email constitutes a contractual agreement that they are in breach of. Motorola is guilty of and is not limited to Fraud, Breach of Contract, and Theft.

Desired Settlement: Settlement is open at this time.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Contact Name and Title: ****** Contact Email: **************** We consider this case as being resolved the customer is being sent a replacement device.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Moto X phone on Advanced Replacement for $596 from Motorola website and was told by a CSR that when they received the replacement phone I had in hand, I would get my refund of $569 refunded to me within 24 hours. They received the phone on Dec. 26th. I only just received a refund of $155 - not the correct amount of $596. I contacted a supervisor who is "not sure" why they came up with that number and is "working on" correcting the problem. I have NOT received my $436 remaining refund. I've been in email contact with the Motorola supervisor since mid-December, trying to get my money and they keep going back/forth and saying, "We're working on it" and that the "24 hour refund policy you were told about by our CSR is not true". They have had the product returned and in hand nearly 4 weeks now and I still don't have my money. They can't tell me when I'll get the money back and I've been MORE than patient with this rip-off company. I NEED MY MONEY.

Desired Settlement: I want my money back ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Contact Name and Title:******* Contact Email: ***@motorola.com We consider this resolved. The refund is pending back to the customers account as of today 1/20/14 in the amount of $436.00.

1/28/2014 Delivery Issues
1/27/2014 Problems with Product/Service
1/21/2014 Advertising/Sales Issues
1/20/2014 Problems with Product/Service
1/20/2014 Problems with Product/Service
1/20/2014 Problems with Product/Service
1/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I pre-ordered a Moto g from Motorola mobility on Nov 30. They told me it would take 2-3 days to ship. That never happened. It is now Dec 26. I pre-ordered a Moto g from Motorola mobility on Nov 30. They told me it would take 2-3 days to ship. That never happened. It is now Dec 26 and I do not have a phone. Motorola is still advertising that they can ship within 5-7 days when they cannot. then on Dec 11 they sent me this email which was full of lies. Hi******** As you may have heard, large parts of the United States were hit by winter storm Dion, including our fulfillment center in Fort Worth, Texas. Our operations are still recovering from the storm's impact while also trying to keep up with the incredible demand for Moto G. For these reasons, your phone order wasn't shipped when we originally estimated. We sincerely apologize for the delay and want you to know that your Moto G **** ship by December 17th via a free upgrade to overnight delivery. (We'll still send you a shipping confirmation with tracking number so you can see a more accurate delivery day/time.) We know how excited you are to receive your phone, and we're so grateful you chose Moto G. Thanks again for your purchase-and for your patience. Sincerely, The Moto Maker Team P.S. - Some customers may see a charge of approximately $1.10 initially on their credit card statement. We'll then charge the remaining balance once Moto G ships. All of that is a lie because my checking account was charged $209.34 and not $1.10. ****** has been selling the device since at least Dec 13 I pre-ordered this for a reason and to not have a device going into January 2014 when I pre-ordered is unacceptable. The parent company google has done this many times before. Someone has to do something about these lying corporations. It is not about the phone it is about the business I lost because I haven't been able to accept and make calls from my business phone because Motorola has failed to send me what they would when they would. Below is the order information for my Moto G which I have yet to receive. Order Number: XXXXXXXX Order Date: Nov 30, 2013 Order Total: $210.44 Items Ordered: Moto G - 16GB US GSM Order Status: Not Shipped This was paid for via my debit/checking account. Instead of the $1.10 they were supposed to place as a hold on my account. the debited $209.34 again the exact opposite of what they said they would do.

Desired Settlement: I need the device I ordered a month ago shipped to me overnight within 24 hours or a they need to process a refund for me immediately. I shouldn't have to wait 3-5 days for money that shouldn't have been taken from my account to begin with.

Business Response: Initial Business Response /* (1000, 10, 2014/01/08) */ Contact Name and Title:******* Contact Email: **************** We consider this as being resolved. The customer cancelled their order and purchased elsewhere.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Motorola Bluetooth headset for my daughter for Christmas on December 18,2013. It will not power on at all and when I called to see what Motorola was willing to do I was told that I had to provide a credit card in order for them to ship me a replacement Bluetooth. When I refused to give a credit card number, then I was told that Motorola would send me a return label and ship me a replacement when they received their defective product. When I asked for a box Motorola was unwilling to send me a box, but would send me a shipping label. I again asked for a box to send the product back in and again was told that no box would be sent. After speaking with several customer service agents, and a supervisor, my problem still remains. I still have a non working Bluetooth, and no way to return it to them. With this in mind I am coming to you and filing this complaint against them. This matter has taken up about an hour of my time not including the time spent on composing this complaint. Their solution is that we take the product to the UPS store and provide a box for shipping, or we wait all day for a UPS driver to come to our home at Motorola's convenience. This to me is unacceptable. I work 35-42 hours a week and can not miss any of my hours, as this would cost me my job. There is no one able to be here and sign for any of this and I am still left taking time out of my day to get to a store to send it off. This is even more offensive to me. As a consumer I should not be penalized for a defective product and spend my time returning the defective product because Motorola can not send me a box. That is all I am asking for. A simple box. Motorola's return policy is that the consumer does all the running around to return a defective product. This to me is highly irritating and frustrating. Hopefully Motorola will fix this problem with customer service.

Desired Settlement: I simply want a box to return your defective equipment. This is a very easy fix, and as a consumer I do not think it is out of line. Simply send me a box, I will send your defective equipment back, and again wait for a replacement.

Business Response: Initial Business Response /* (1000, 5, 2013/12/31) */ Contact Name and Title: ****** Contact Email: ***@motorola.com We **** be reaching out to the customer to resolve this on our end.

1/13/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my Motorola Razor Z cell phone into Motorola in early November 2013 for Repair after phone stopped working. They couldnt fix it and sent me a refurbished phone back in its place. 2 weeks later the refurbished phone started to freeze and wouldnt work unless I let the phone battery die and try to recharge the battery again and try to turn it on. The phone would then work for a few hours and start freezing again. Now the phone isnt working at all. I emailed the same Motorola customer service that handled my first issue NUMEROUS times starting in November about this refurbished phone . Nobody has since responded to emails about the defective phone they gave me. I know I had the right customer service email since thats the individuals who handled my first defective phone.I have since then had no working phone and I work for a security company and I'm on call. I have a baby in our household and I also have no landline phone and use my cell phone as means of contact.This is terrible customer service. Motorola should have responed to me in an appropiate time frame. They sent me a defective phone and should replace this one just like the first defective phone.

Desired Settlement: I would like Motorola to send me a NEW, not refurbished phone. They should upgrade my phone to some newer model since this model is defective.I can not be without a phone knowwing I have an on call job. Motorola should honor my request knowing this is the second time with their defective phones.

Business Response: Initial Business Response /* (1000, 5, 2013/12/27) */ Contact Name and Title: ****** Contact Email: ***@motorola.com The customer reached back out to us and they are being sent a new device. We consider this case as being resolved. Final Consumer Response /* (2000, 11, 2014/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/01/08) */ We consider this case as being resolved the customer received the new device on 1/6/14.

1/10/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Delivery Issues
1/6/2014 Problems with Product/Service
1/6/2014 Problems with Product/Service
1/6/2014 Problems with Product/Service
12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Motorola broke their 5 day guarentee turn around 7 days later my cell phone has still not been sent back to me. I sent my cell phone in for repair and they recieved it on december 9th. They have a 5 day guarentee turnaround which means by the 5th day is the latest they have to send it back.i have been complaining for a few days now about it and with it hey said they couldnt fix it I told them since you guys are breaking your contract and own warranty why cant you replace my phone. I got nothing but attitude and the representative on decemner 18th on the phone just kept cutting my off. Im just not happy.they wont even replace my phone.

Desired Settlement: Since they are breaking there own guarentee all I want is my phone to be replaced.

Business Response: Initial Business Response /* (1000, 10, 2013/12/27) */ Contact Name and Title: ****** Contact Email: ***@motorola.com We will be reaching out to the customer to resolve this on our end. Final Consumer Response /* (2000, 16, 2013/12/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) They said they will be sending me a new phone ****** i responded that I want a ****** tracking number and I want the phone in reasonable time and I still havent gotten a response back. I have been out of a phone for over a month now I would like the phone asap because I have waited long enough on them. Final Business Response /* (4000, 14, 2013/12/31) */ We are reaching out to the customer to resolve this on our end.

12/30/2013 Problems with Product/Service
12/30/2013 Problems with Product/Service
12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 5th of December, I attempted to order the Moto X. However, the Moto Maker site wasn't working and when it came back on-line the Moto X was sold out. I then decided to order a Moto G since I needed a new phone ASAP. I received free 2 day shipping on the device that would be available on December 9th. I received an e-mail the following day on the 6th that there would be a 1-2 day delay. I called to ensure this was correct and a rep told me I'd receive it on or before the 14th. On the 10th, I called again and was told by a supervisor I'd receive it on or before the 14th. On the 14th I called early in the morning and the rep had no clue when I'd receive it. I then received an email stating I'd receive it on the 17th per an upgrade to overnight shipping due to the delay. However, it's now the 16th and the order status is still "Not Shipped" and I have not received the an email with an update, let alone a tracking number indicating it was indeed shipped. I called about an hour ago to see if I was going to receive it tomorrow. The supervisor said, I'll probably receive it around the 19th. It's delay after delay, even after promising it's shipment by the 17th. I can provide all of these emails and records of calls I've made over this time period.

Desired Settlement: I'd really appreciate either an upgrade to the Moto X or some sort of compensation for my frustrations. If they cannot even keep to their word and actually ship my device, I'd like my money back ASAP!

Business Response: Final Consumer Response /* (450, 11, 2013/12/24) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

12/23/2013 Advertising/Sales Issues
12/19/2013 Problems with Product/Service
12/19/2013 Problems with Product/Service
12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service has lied to me and not called me back. Not even a supervisor will call me.

Desired Settlement: I would appreciate better customer service from Motorola.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ Contact Name and Title:******* Contact Email: ***@motorola.com We **** be reaching out to this customer and resolving this on our end. Final Consumer Response /* (2000, 7, 2013/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a preorder with Motorola for a Moto G cell phone. After learning of a sale on a different model, I decided to cancel. I was told by a supervisor that no funds were charged, they were just authorized and would be released. I spoke to my bank, who told me that I had in fact been charged, and the money paid to Motorola. Again, a supervisor, reference **************, told me that I was wrong, and refused to give me a contact phone number for the financial department so I could work this out.

Desired Settlement: $191.63

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: ****** Contact Email:***************** We will be reaching out the customer and resolving this on our end.

12/16/2013 Problems with Product/Service
12/13/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Regarding the Motorola Droid Razor M: I bought this phone around March or April of 2013 and am very upset with the manufacturing of it. I switched from an Apple IPhone to what I thought would be better but I was mistaken. I had a ton of pictures delete off my phone with no explanation. These were treasured memories that I will never get back. I had them saved on an SD card and was about to save them to my computer. Prior to this taking place, because these phones don't have a lot of space/memory, I had to keep deleting apps just to create new space. I bought the SD card in hopes it would help but because these phones are hardly user friendly I couldn't figure out how to transfer my pictures taken with this phone to the SD card, only screenshots and pictures transferred from my old phone to this phone. It freed up enough space for a while. Once again, my space was running out because I took a bunch of pictures at a museum. So, I proceeded to delete apps but it didn't seem to be freeing up any space this time. I had one app left to try. That was the ES file manager. I deleted it understanding that it is just a file viewer and wouldn't have anything to do with my pictures being solely saved there. I went to my gallery the next day to back up my pictures to my computer, and poof all my pictures were gone! Somehow lines got crossed and all my pictures deleted off my phone, including the SD card which I would really like to know how this could happen. I am devastated. Not only did it delete all my pictures but it deleted all the ringtones that are programmed on the phone when you buy it! Which is something else I can't figure out how would happen. I never touched my ringtones to try and save them in another location or anything of the sort. This should not have happened. I went to ******* and Best Buy but of course no one ever knows what they are doing and couldn't even really help. ******* did walk me through all my backup files and everything to make sure they weren't elsewhere to be found. I then decided to contact Motorola customer service and the rep "Rez" initial help was to walk me through what ******* already had. I wouldn't have contacted Motorola had I not gone through every option possible to still find no pictures. This was included in the first reply to my complaint " But we will raise this issue up to the higher department for review so this issue will be taken cared of regarding the accidentally deleting of photos"...so I responded again advising that I already went through all that in the storage files. I went on to mention, remembering, that I believe I had figured out how to transfer pics taken with this phone to the SD so how in the world did everything get deleted off the phone and SD card. No matter what the situation, even if pics got deleted off the phone they should still have been on the card. 2nd response to my issue "I understand your frustrations, Rhianna. If that can be caused by a third party application, I apologize that we don't support it." and that it would be looked into on creating a phone in the future that can recover deleted files. Well, this does not help me right now. My response to that was " Because of the inadequacy of the phone I feel I should be compensated somehow". The last response I got was "How do you want us to compensate you for that? If you mean replace you with another phone, I apologize we don't have a replacement program. As mentioned, we don't support third party applications so we don't have its description how does it affect the files on your phone." Then my incident was closed because I didn't have time to check it again in 48hrs. So essentially the rep had no interest in helping me and because nothing was ever even mentioned again on escalating my issue. Seems everything the rep had to say there was no option for help so how does that person say my issue will be resolved when there are supposedly no options?

Desired Settlement: I feel I should either be compensated for what I paid for the phone or even extra. I realize $ won't bring back memories but it cost a lot more than what you would compensate to loose those memories. I want to go buy a phone that will be better suited and not so complicated to use. Also, one with more space available on it. As mentioned already, I just got this phone in March or April of this year. Buying a new phone is an added expense that I was not anticipating and it will cost me that much more now. I am under contract, not eligible for another until 2015. I am not holding on to this inadequate phone for that long.

Business Response: Initial Business Response /* (1000, 7, 2013/10/29) */ Contact Name and Title:******* Contact Email: ***@motorola.com We are sorry that everything was deleted from your phone. We did try to offer technical support but you have stated you have done everything on your end to try to retrieve the pictures and ringtones and didn't need any additional help with it. If you would like to receive support on saving your information, we can help make arrangements to do so, but we would not be in position to provide compensation as requested. Final Consumer Response /* (3000, 17, 2013/12/05) */ My issue was not resolved. Final Business Response /* (4000, 19, 2013/12/12) */ We are sorry, we can not offer any other assistance. We consider this as being closed.

12/9/2013 Problems with Product/Service
12/6/2013 Problems with Product/Service
12/6/2013 Problems with Product/Service
12/2/2013 Problems with Product/Service
12/2/2013 Guarantee/Warranty Issues
11/18/2013 Guarantee/Warranty Issues
11/18/2013 Guarantee/Warranty Issues
11/18/2013 Delivery Issues
11/15/2013 Problems with Product/Service
11/11/2013 Problems with Product/Service
11/11/2013 Guarantee/Warranty Issues
11/11/2013 Problems with Product/Service
11/11/2013 Problems with Product/Service
11/11/2013 Problems with Product/Service
11/8/2013 Problems with Product/Service
11/8/2013 Delivery Issues
11/8/2013 Delivery Issues
11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starting September 8th, I contacted Motorola a number of times by both website and phone call, asking about the $49 out-of-warranty battery-replacement service offered for Droid4 phones such as mine. (The battery was swelling and needs replacement before it explodes, and the Droid 4's battery cannot be removed by hand. I needed it to be done out-of-warranty because the warranty had expired some months prior.) I made it very clear every time that the battery was swollen and needed replacement. Their customer service representatives all agreed that this can be done, but the final price they quoted me each time was $109 plus tax, more than double the price listed on the website-- it's the price for a general purpose repair, when I made it very clear I only wanted and needed the battery replacement. They simply would not budge on that price quote, however. Eventually, one customer service representative offered to have this service done for free, as an apology for the repeated inconveniences. I received the repair order form via email to my personal email address, and was given shipping instructions to send the phone in for the repair. I shipped it on September 11th, for $22.13 via ****** I received a reply by email on September 20th: "We have an update on the device you recently sent in to Motorola for repair. Unfortunately, we have determined that your device has suffered damage that cannot be repaired. In addition, this type of damage is not covered by the Motorola Mobility Limited Manufactures Warranty. ... You can see an image of the damage by opening the attachment with this email." There were two images in question, viewable at the Motorola customer support site: one was a photograph of the repair order (in which they also spelled my name, ********* incorrectly); the other was a photograph of the alleged physical damage on the cell phone. The only visible damage in that photograph was the swollen battery. Motorola must have known all along that the battery was swollen because I told them every time I contacted them. They agreed that they could replace the swollen battery every time. They now refused to replace the swollen battery... because the battery was swollen. On top of this, I had been asking from the start for an *out-of-warranty* battery replacement, not the *in-warranty* one that the email said I requested. A call to Motorola gave me an answer along the lines of "you can call again but it won't change anything." The email continues: "Since we cannot repair your device, we will be shipping your device back unrepaired. You will receive tracking information on the status of your shipment within 48 hours." No such tracking information was ever received until October 15th, on which I received an emailed notification that the device could not be shipped to my address. I replied to that email with an alternative shipping address. The phone arrived (unrepaired) at that address today, October 23rd. However, Motorola also neglected to include the phone's rear lid. List of broken promises: -That an out-of-warranty replacement of a Droid 4 battery will cost $49 (It will instead cost $109) -That the swollen battery will be replaced for free -That a swollen battery can be replaced at all -That I'd receive shipment tracking information on the returned phone within 48 hours of September 20th Additional problems: -One customer service representative claimed that the $49 figure was only for phones covered by warranty, and claimed to be reading the warranty document when this claim was challenged (this was a lie: the warranty states that in-warranty services, including battery replacement, will be performed at no charge) -My name, ******, was misspelled on the repair order form -The rear lid is missing from my phone when they sent it back -The whole affair took a month and a half, accomplished nothing, and cost me shipping plus the phone's rear lid -I'm still concerned that the swollen battery may eventually explode.

Desired Settlement: Any of the following: -Reaccept and perform the agreed-upon battery-replacement service on the phone, for the advertised price of $49 plus tax, and also pay for shipping costs this time (Or discount the previous failed attempt's shipping cost, $22.13, from the repair service fee) or -Send me a functional Droid4 device for the same cost ($49 plus tax, ignoring the previously-incurred shipping cost this time) or -Refund my shipping cost ($22.13), return my phone's rear lid (or any rear lid for the Droid4 model), and remove the statements on the Motorola website regarding the $49 out-of-warranty Droid4 battery-replacement service.

Business Response: Initial Business Response /* (1000, 5, 2013/10/30) */ Contact Name and Title: ****** Contact Email: ***@motorola.com Dear ****** ***, We would like to apologize about your phone being sent back without the new battery and missing the cover. We would like to have you send your phone in for a free repair. Please contact me at XXX-XXX-XXXX. Final Consumer Response /* (2000, 7, 2013/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Motorola has accepted the second of the three proposed resolution: sending me a functional Droid4 device, to be dispatched upon receiving the damaged one in exchange. I just wish it didn't take two months and a complaint to the BBB to get them to keep a promise in the first place... Thank you for your time and assistance in this matter.

11/7/2013 Delivery Issues
11/6/2013 Problems with Product/Service
10/30/2013 Guarantee/Warranty Issues
10/29/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in (WX416) Motorola Cell Phone for repair, which they received on September 20th of this year, It was still under warranty. The front screen (with the phone closed) was blank and has a black splotch on the internal screen. It was evident that the screen was blown internally. There was absolutely no external physical damage to this phone. But the repair people at Motorola are telling me that there was external physical abuse, so they wouldn't repair or replace it under warranty. This is a $35.00 phone and they wanted $109.00 to repair it. It was returned, unrepaired without a battery or a back. I sent them the phone intact with a battery and a back. When I called repair, they said that the phone was not to be sent with the battery, but they didn't explain that to me when they told me to send it in. Now they're going to send me a back and a battery. Even though the front screen wasn't working, the phone still worked. Product_Or_Service: cell phone Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to replace this phone under warranty. I'm not sending it back for repair, because it already cost me $10.00 to send it back the first time.

Business Response: Initial Business Response /* (1000, 7, 2013/10/28) */ Contact Name and Title: ****** Contact Email: **************** Dear ************ We are sorry that you were unable to get your phone repaired. We will be setting up a free repair for you and someone will be calling you to get it all set up. Final Consumer Response /* (2000, 9, 2013/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally bought an 8GB MotoActv watch with Headset and the watch stopped working so I returned it (had to have a BBB case because the support number***************ust says welcome to Motorola please call back). They eventually returned my device by upgrading it to a 16GB model after I complained it was taking too long to fix. A couple months ago, I opened another case because again the support number doesn't work. This time the sound stopped working in one of the ears on the headset and sometimes just doesn't work. About 3 months after the original case and me complaining again, they sent back to me what looks like the same headset. I had an injury so there was no need for me to use the device, but I tried to use it today and go figure the same issue. I have no sound in one side of the headset when connected to the device and listening to the radio (which you can only do with the watch and headset combo together). So I called the support number again listed at https://motorola-global-portal.custhelp.com for android powered devices like mine is and again the message "thank you for calling Motorola, please call back". So here I am opening another BBB case since this is the only way to get through to Motorola. My wife has used the device not connected to the headset and it does work, but I didn't buy this item at such a price to not have the product work to 100% and break 3 different times well within a years time. I have paid twice for returning devices with no reimbursement, and am not going to do so a third time. I want either my money back for the full device or for Motorola to send me a brand new device all together in a new box (new device, new headset, manuals and all and honor the warranty as i'm trying to do). They can send a call tag for pickup if they like and I will send them back my full device watch and headset first if they like. I just want a fully functional set of devices that work. I feel the cost of paying for shipping and handling twice already is more than enough to cover buying a decent pair of headphones alone, so why they can't do this for me is beyond my comprehension at this point. If the item is being discontinued as I've seen postings on a lot of sights then I recommend that they just refund my cost of purchase to make things easier and then i'll go find something to replace this device.

Desired Settlement: Refund the full purchase price, or send me a brand new device (complete device watch and headphones that are not refurbished). If you send me a UPS/USPS/FedEx return label I'll be glad to send back the item first and then you can send me out the replacement once received. I want a working product or my money back.

Business Response: Initial Business Response /* (1000, 7, 2013/10/29) */ Contact Name and Title:******* Contact Email: **************** Customers device was sent in for repair. We sent the customer a new headset and it was delivered on 10/21/13. We consider this as being resolved. Final Consumer Response /* (2000, 9, 2013/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really do not accept the outcome or response, but **** accept it because i'm done with dealing with Motorola. They did not send me the simple replacement headset as I wanted the cheap one with the wires! This is all I wanted, but instead they took it upon themself to upgrade the headset to a bluetooth wireless wraparound head device. Normally I would say great and move on but I clearly told them that I already have the wireless bluetooth headset that I bought on my own and hate it. So they sent me another wasted item, but i'll sell everything online and pretty much eventually make my money back. You can close this ticket it is going no where.

10/28/2013 Guarantee/Warranty Issues
10/28/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I was shopping for a new cell phone, Motorola promised that the Photon 4g would continue to receive android updates. (I was replacing my current phone because the manufacture would not update the android software.)Motorola has reneged on that promise and are refusing to upgrade the software. Applications I am required to use need the upgraded software. Product_Or_Service: Photon 4g

Desired Settlement: DesiredSettlementID: Other (requires explanation) I desire a replacement phone that will run an upgraded (4.0 or higher) version of the software.

Business Response: Initial Business Response /* (1000, 7, 2013/10/16) */ Contact Name and Title:******** Contact Email: *************************** Thank you for using Motorola products and taking the time to share some of your thoughts with us regarding your phone. We are committed to being more transparent than ever on our software upgrade strategy - even when we're delivering news consumers may not want to hear. We are doing everything possible to continually improve our communication with you and make sure you are a satisfied customer. That's why we recently announced our $100 rebate program for owners of these and other devices launched in 2011 and beyond that won't get Android 4.1 Jelly Bean. This program starts in the U.S. this fall, and we are working to expand it to select regions around the world. Please watch for updates at motorola.com/tradeup. Even though your phone will not be upgraded to the latest Android software we are still committed to supporting your phone. If you should have any issues and require technical support, please do not hesitate to contact Motorola Mobility.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Motorola Electrify M failed on 8/26. I sent the phone and required paperwork in with RMA XXXXXXX to the facility listed in the RMA at *********************** in Laredo, TX and it was received on 8/30 by Motorola's repair facility as verified by the UPS tracking number. As of 8/13, motorola claims they do not have the phone, nor is it in their tracking system. My case number is ************* and despite contacting them 3 different times to track the status of my repair, I continue to hear "call back in 24-48 hours".

Desired Settlement: I have attempted 3 times to request my repaired phone back and at this point, I just want a refund for the full retail price of the phone since I am afraid I will not ever see my phone again.

Business Response: Initial Business Response /* (1000, 9, 2013/10/16) */ Contact Name and Title: ******* Contact Email: **************** Motorola delivered the customers phone on 9/18 under tracking number************** We consider this issue resolved.

10/25/2013 Problems with Product/Service
10/22/2013 Problems with Product/Service
10/16/2013 Delivery Issues
10/9/2013 Problems with Product/Service
10/8/2013 Problems with Product/Service
10/1/2013 Delivery Issues
9/30/2013 Problems with Product/Service
9/27/2013 Guarantee/Warranty Issues
9/26/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service
9/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MOTOROLA ELITE SILVER. PAID $130. ORIGINAL PURCHASE DATE 3/16/13. REPLACED AT STORE 6/13 BECAUSE ITEM WAS COMING APART AND SPLITTING AT SEAMS. THE NEW PIECE IS SPLITTING AT SEAMS, WONT STAY ON EAR AND WONT CHARGE. I ASKED FOR ANOTHER OPTION SINCE IT APPEARS IT'S NOT A FUNCTIONAL ITEM. REP. HUNG UP ON ME AFTER I REFUSED A DIFFERENT ITEM AT A PRICE LESS THAN HALF ITS ORIGINAL VALUE.

Desired Settlement: Would like to replace one that is a better make and that will stay on ear after more than an hour; that will not just fall off.

Business Response: Initial Business Response /* (1000, 5, 2013/08/22) */ Called Ms. ******** who will be calling me back to decide which headset she would prefer that will fit better in her ear. Kind Regards, ****** Final Consumer Response /* (2000, 10, 2013/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company is sending a full refund of purchase to purchase another item. ****** was very courteous about everything and did offer options that would suit my needs. Just waiting for refund now to come. Final Business Response /* (1000, 8, 2013/08/27) */ We have provided Ms. ******** a Federal Express label to return her defective headset for a refund. We consider this complaint resolved. Kind Regards, ******

9/3/2013 Guarantee/Warranty Issues
8/30/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service
8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cell Phone: Droid RAZR M - Serial# *********** Motorola Incident # XXXXXX-XXXXXX. I purchased my phone on or about 2/25/2013 from Best Buy. On 7/21/2013 my phone abruptly stopped working (would not turn on for more than few seconds). On 7/22/2013 I contacted Motorola to talk with customer service who provided me with information for shipping the phone for repair to Laredo, TX. The phone was shipped via FedEx on 7/23 & arrived on 7/26. On 8/1/2013 I was notified by Motorola (*****************) that my "device has suffered damage that cannot be repaired. In addition, this type of damage is not covered by the Motorola Mobility Limited Manufacturers Warranty. If you Purchased insurance for your device we recommend that you contact your insurance provider..." Images were attached to that email to show damage although they did not specifically indicate what the damage was. Therefore, on 8/2 I asked specifically what the damage was. I did not receive a response so I contacted again on 8/5, which is also the date I received my phone back. Within the packaging, there was a slip of paper that indicated the phone to be not repairable due to water damage or water abuse. I have not dropped the phone in water or exposed it to water. In addition, the phone was sent back to me in worse codition than I had sent it, as the ear piece was damaged. I notified Motorola of these issues on 8/5. On 8/6 Motorola contacted me indicating that the issue was caused by corrosion and that this issue was not covered by warranty. They provided additional contact information for "Motorola Repair Escalation Support Team" at X-XXX-XXX-XXXX, whom I contacted. Note that they did not address the fact about my phone ear peice being damaged by the technician. On 8/7 I contacted the "Escalation Support Team." When I explained the issue to the operator he indicated that it could have been causedd by simply going from an A/C home to a warmer outside temperature, or by washing & drying your hands and then picking up your phone afterwards. These two examples appear to be very normal use for any cell phone user, and for the phone to cause corrosion under these circumstances appears to be a design flaw with the phone and is unreasonable to believe that corrosion caused by these normal uses would not be covered under warranty. Long story short, the operator told me there was nothing he could do and that the phone was not covered. I then wrote Motorola again on this issue on 8/7/2013 explaining the results of my contact with the "Escalation Team," and then asking whether they were going to stand behind their product? and what are they going to do to remedy the fact that the phone was sent back to me in worse condition than when I sent it out? Today is 8/22/2013 and Motorola has not responded to me.

Desired Settlement: I would like my phone to either be repaired or replaced.

Business Response: Initial Business Response /* (1000, 5, 2013/08/27) */ Contact Name and Title:************ Contact Email: ***@motorola.com Dear Mr. ****** - Thank you for being a Motorola customer and we are sorry to hear about the issue your phone. We do have a one year warranty on our phones. We always try to resolve an issue over the phone but sometimes your phone may need to come in for repair. We **** repair your phone for no charge as long as there is no liquid or physical damage. If a phone, which yours shows, has been been exposed to liquid or moisture, that is not repairable and we would return it to you. Due to the fact that you are claiming you received your phone back with damage, we would like to offer to replace your phone for the price of a discounted repair. We can replace your phone with a new Razr M for $75.00 plus tax. If you are interested in this offer, please contact us, ask for REST department and refer to this case number - XXXXXX-XXXXXX. this is offer is good for 30 days and would require you sending your defective phone back to us. I hope you take advantage of this offer. Sincerely, *********** Motorola Mobility Final Consumer Response /* (2000, 7, 2013/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response seems reasonable. I have contacted Motorola and they have put in the order for the new replacement phone - $80.34 with tax reportedly to be delivered within 3 to 5 business days.

8/26/2013 Problems with Product/Service
8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The phone is defective, but under warranty. I contacted Motorola and got RMA authorization. I returned the phone, and UPS confirms delivery on July 25. When I call Motorola they have no record of receipt. I have been without my phone for more than 2 weeks and (despite multiple calls and emails) Motorola cannot confirm they have it, or if/when I can expect it back. This phone was under warranty, if they have lost it they should replace it with a new one in a timely fashion, and stop jerking me around.

Desired Settlement: They need to replace my phone with a new one, or return the repaired phone to me, in a timely fashion. I gave them a deadline for today, but they ignored me/failed to respond, forcing me to follow through with this BBB complaint.

Business Response: Initial Business Response /* (1000, 7, 2013/08/19) */ Contact Name and Title:************ Contact Email: ***@motorola.com We apologize for the issue with your repair but see that the phone was delivered on 8/8/13 under ****** tracking XXXXXXXXXXXX. We consider this case resolved. We appreciate your patience, *********** Motorola Mobility Final Consumer Response /* (2000, 9, 2013/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I think it is unfortunate that it took a complaint to the BBB to make them do what they should have done anyway under the 'phone's warranty. However, it is true that after I complained they did resolve my issue.

8/16/2013 Problems with Product/Service
8/13/2013 Problems with Product/Service
8/13/2013 Problems with Product/Service
8/6/2013 Problems with Product/Service
7/30/2013 Problems with Product/Service
7/27/2013 Advertising/Sales Issues
7/27/2013 Problems with Product/Service
7/24/2013 Problems with Product/Service
7/8/2013 Guarantee/Warranty Issues
7/2/2013 Delivery Issues
6/27/2013 Delivery Issues
6/27/2013 Problems with Product/Service
6/17/2013 Advertising/Sales Issues
6/17/2013 Problems with Product/Service

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Customer Reviews Summary

31 Customer Reviews on Motorola Mobility
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