ComplaintsforMotorola Mobility

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a device on 3/20 because my phone broke it quoted next delivery. My order still hasn't shipped it's 3/26. On 3/21,3/23,3/24,3/25 I requested someone contact me about my order still not being shipped. I have reached out twice to cancel as I just paid even more money for the same product out of desperation. They still have yet to cancel it after asking twice on two separate days. This is horrible customer service. Not one promise has been kept this entire transaction blaming it on something they don't tell you happens every time if you trade in no warning no nothing.

  

  Business response

  03/28/2024

  The customers order was cancelled and the authorization hold has been reversed. We spoke with the customer and we consider this matter resolved.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order for cellphone Motorola G 5G 2023 on 03/23/2024 Order Number # *************-01 The current order status states " order. state.waiting-for-authorization'Called **************** (after getting the correct department, the protocol is to contact customer service for the number so the customer's number will be recognized by the *** to be directed to Motorola CSR instead of ***************** (probably contracted entity for shipping) - HORRIBLE I spent 3 hours on the phone and 5 chats getting nowhere on why this order is waiting for authorization No help with this order Request a ************* Supervisor call me about this issue and how to resolve it.

  

  Business response

  03/27/2024

  The customer placed an order late in the evening on Friday 03/22/24. The order was a trade in, which goes through a double review process. This only occurs during Monday-Friday business hours. The order has since been approved for trade in and out for delivery. The tracking number shows the order should be delivered today 03/27/24. Our delivery dates are estimated, not guaranteed. We have made an exception and provided the customer a 5% refund on the order as a on- time courtesy. We are within our shipping time frame and consider this matter resolved.

  Customer response

  03/28/2024

   
  Complaint: 21484102
  
  I am rejecting this response because:

  There is an additional issue with my order and this company...
  

  Received a credit deposit from Motorola Mobility LLC, due to my 5% signup discount disappeared on the "Place order" Screen  in the amount of $5.41 the amount owed is supposed to be $8.50, was listed and counted/discounted on the cart

  Issue is the agent placed the 5% off after all discounts were applied, that is not the correct procedure as shown in picture the 5% is discounted off MSRP...
  Though not the same model (the Moto G 5G, is not longer on sale) as an example.. Please see attachment 
  
  Here are the details and what is needed to correct.

  
  5% of $169.99 =  $161.49. $169.99 - $161.49 = $8.50  Credit given $5.41 - $8.50 = $3.09 still owed.

  As mentioned, the email offer / promo states can be applied to ADDITION to any other discount:
  
  "Thanks for subscribing! As a welcome gift, enjoy 5% off any smartphone purchase in addition to any existing discounts!"
  
  
  Please credit / refund an additional $3.09 to my form or payment please, to make this horrible situation better.

  
  Providing an additional refund/credit to my order in the amount of $3.09 to make the full amount owed $8.50 which is 5% of $169.99
  
  
  
  
  Thank you
  
  
  ************,, *****************
  

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

  

  Business response

  03/29/2024

  The customer received a 5% discount refund. This is off the total amount after the trade in value is deducted. The total after trade in discount is $112.36 and 5% off that is what is refunded. As the customer did not pay full price for the device, they would not be refunded the discount on the full device price, it will be off the total with any other discounts included. We consider this matter resolved as the delivery date was all within our shipping time frame.

  Customer response

  04/01/2024

   
  Complaint: 21484102
  
  I am rejecting this response because:

   

  the 5% was supposed to be taken off before the item was added to the cart as the pictures show, 5% is in addition to all discounts as stated in the other attachment 

  $3.09 is still owed in terms on refund back to my form of payment, not giving up to be treated fairly 

  completing this is doing the right thing and not they are committing fraud and will be handled as such

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

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order for the Motorola Razr Plus 2023 ****************** Bundle including, Motorola Razr+ 2023 Clear Case with Color Matched Trim-Infinite Black $ ***** Order number: #*************-01 Placed on: 03/06/2024 Payment method: **** *2315The bundle includes the motorola razr+ 2023 clear case, the TurboPower 15W wireless charging stand, the TurboPower 50W Duo charger, a 6.6ft cable, and an electronics organizer bag. So far, *** only received the case, but it did not contain the adhesive strips outlined in the description. *** called and written several times over the course of two days to the whereabouts of the remaining components but get transfer around in an endless loop without resolution. Why is this so difficult? All I want is what I've paid for. I've spent a lot of money on this phone and accessories, does Motorola stand behind their products and services?

  

  Business response

  03/22/2024

  On 3/14/24,   We were informed by SALOM that they already reached out to the customer yesterday about the lost package. Customer was given Salom contact information to resolve issue.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently purchased a new Motorola Router and Cable Modem model# MG8725. I paid around $400.00 for this device online, product was shipped in a new box and has a 2 year warranty. The device needs to be activated and customized with the Motorola app or MotoSync app that I downloaded to my iPhone, After setting up the app, I tried to activate and register the router with the MotoSync app, the ** scanner in the app used to register the device does not work after multiple failed attempts. Then I tried registering the device manually on the app with the included MAC address, again this did not work. I have tried contacting Motorola with the included support service email MotorolaNetwork.com/support 2 weeks ago and no response. I have tried calling the support number included in the box **************, this leads to a recording that Motorolas support number has changed to **************, however this call only goes to a recording that states: no one is available to take your call, please call back later. If Motorola does not have any technical support team to solve customer problems with their products, or provide any support for return policy if the warranty is for 2 years than how can they even sell products to customer? The device does turn on and connect to the internet, however I cannot customize the product or turn on the firewall system or other features that are only activated through the MotoSync app. I have read online that Motorola makes the best working router/modems on the market however there are complaints of customers receive no customer support. Other router manufacturers such as Netgear and Arris charge customers $50.00 and higher for customer support even when the product is under only 1 year warranty. I had a Netgear router for 1.5 years and the device broke with no way to repair, I paid over $350.00 for this router. I see a trend in this industry of inferior products and for profit customer support or in *********************** case, no customer support.

  

  Business response

  03/22/2024

  in Q4 of 2023 our vendor for Motorola Networking products unexpectedly stopped working with us.  The phone numbers on the devices were managed by them and they stopped answering the phones.  We have since taken over the phone numbers and have set them up for Motorola usage.  We have reached out to **** via our internal customer service team and we were able to resolve his concern.  The ticket has been closed and he was satisfied with our communication. 

  Customer response

  03/25/2024

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Motorola Flip phone , having a brand new phone , called Motorola and they tried to give me a replacement phone that is used an refurbished, I paid for a New phone ,and want a brand new phone , like I said less then a week , please help me

  

  Business response

  03/18/2024

  The customer was advised of the warranty options for repair/replacement. The warranty covers Certified Like New Replacements. If the customer wants a new phone replacement or refund, they would need to go to the point of sale.

  Customer response

  03/20/2024

   
  Complaint: 21437040
  
  I am rejecting this response because:  the mobile phone company  offered a like new phone,  when  I only had the the defective phone for 5 days , and I had  5 days and they wanted me to pay a warranty 
  
  Sincerely,
  
  *******************

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Good for now I worked it out with **** from boost please cancel the complaint thank you
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mobile phone on the Motorola.ca website and paid for the phone, plus $5 for ground shipping. The promised delivery date was 02/26/2024.On 02/20/2024 the phone was shipped via *** and my card was charged. That same day Motorola asked that the shipment be returned to them. No notice was given to me. Their customer service reps have not been able to provide a reason. *** has since confirmed my address was correct on the package.02/27/2024 I contacted Motorola when the phone did not arrive. I was told to track the shipment myself and contact them again when the phone reached their warehouse. I contacted Motorola an additional 5x. Two promised calls from supervisors didn't happen (promised on 03/03/2024 and 03/06/2024). All agents and the supervisor I was eventually transferred to insist that I can not receive a refund til the phone reaches the warehouse, despite the return being at their request and the package being missing since 02/23/2024 according to *** records.As of 03/11/2024 *** confirms no lost claim has been filed and the pkg has not been scanned since 02/23/2024. *** allowed me to request an investigation on *********'s behalf. I've received no communication from Motorola since the email confirmation of shipping. I did speak to agents that were of no help when I contacted them on 02/27/2024 (live chat), 03/03/2024 (live chat + call), 03/04/2024 (call), and 03/06/2024 (call).I have since requested a reversal of charges from my credit card, which is still pending investigation. I am concerned about Motorola's lack of communication, lack of promised response to calls, and the limited ability of their agents to resolve customer complaints. I would like to see agents or supervisors be given the ability to refund at their discretion in similar situations. I would also like them to take the onus off the consumer to track lost packages. Asking *** for return of the package without reshipping is akin to canceling without providing a refund.

  

  Business response

  03/27/2024

  The customer's order has been returned to ** and the refund has been processed. We consider this matter resolved.

  Customer response

  03/29/2024

   
  Complaint: 21416097
  
  I am rejecting this response because: it does not resolve the issue of poor policy that says a consumer can not receive a refund for a product which was never recieved until that product is returned to Motorola. 

  It should not require several weeks of argument, going to BBB, and reversing charges on a credit card to receive a refund. 

  As the package was returned at Motorola's request, it should have been reshipped or refunded immediately. 

  How does Motorola intend to prevent the same thing from happening to other consumers? 

  Have customer service reps or supervisors been given increased ability to use their own discretion in these situations? 

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

  

  Business response

  04/01/2024

  Before we are able to process the refund, we have to ensure the lost package shipping claim is accepted or the device returned to us. The customer's complaints have been received and as the refund is complete, we consider this matter resolved.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Motorola continues to send me e-mails on purchasing their products. I have unsubscribe on their emails at least 4 times, but they continue to send me unwanted advertisings. I have called them twice and asked them to stop, but they still continue to send me e-mails. I would like them to stop sending me advertisements to both my e-mail address ******************************* ******************* I hope you can help me out.

  

  Business response

  03/27/2024

  We have done everything we are able to do to ensure the customer is not subscribed to our emails. We consider this matter resolved.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My screen protector is peeling away from phone screen. It is part of the phone.******* is saying it's insurance job. Assurance is saying it is not. My phone is not broken. Just need screen protector replaced it's under warranty. It has to be done professionally. Not outside company..can be damaging that could null and void my warranty which expires 07/13/24 Motorola wants me to send my phone but I need my phone everyday for usage other than just talking on I do my my doctor's ************ and communicate with my cardiologist this way. Motorola wants me to allow them to put a $629 hold on a credit card the manager did reduce it to ****** but I can't afford that because I'm on a fixed income I am a senior citizen with social security retirement only as an income. He stated that they can't take a chance on sending me a replacement phone while mine is being serviced for 3 to 5 days because I might steal it. I don't want their phone this phone cost me enough money it is a Motorola razr Plus flip phone I don't owe any money on the phone I have not had the phone a year. The company that Motorola was suggesting that I go to is called You break I fix they cannot fix my phone they were taking a chance and damaging it I don't know what to do but file this complaint. Please help me get my phone fixed.

  

  Business response

  03/25/2024

  The customer refused to exhaust the troubleshooting steps, the issues she is experiencing can possibly be resolved with troubleshooting. The customer is not eligible for a refund as the device was purchased in November of 2023. The customer needs to exhaust the troubleshooting and if the issue is not resolved a warranty repair/replacement option will be provided, however the warranty options offer certified like new replacements and is dependent on stock availability. The customer has been derogatory towards agents and unwilling to let the agents assist in getting the matter resolved.
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a phone on 2-13-24 it shipped on 2-15-24 in the meantime I discovered I needed to keep the phone I was going to trade in. I started trying to reach someone on the 13th by replying to the order confirmation e-mail I had received, to tell me how and where to pay back the $55 I had gotten as a discount for a trade in, and was getting NO response. I then discovered they had a ******** Support where you could message them. I have included a file where I screen shot those messages. I was getting conflicting information between motorola itself and their trade in service phobio. I finally found a customer service number to call and they said that the escalation **** would need to get back to me to handle that. They are only open the hours I work so I requested they reach out to me by e-mail if possible rather than getting calls at work. I have called twice now and they still have failed to get back to me. Also they quit getting back to me on their messages on FB as well as of the last message I sent on 2-24-24. All I am asking is to be able to pay them back the $55 I was given as a trade in value on the old phone and cancel the trade in. I am not trying to get something for free. I even tried using there Moli Bot to try and get the information needed which was useless and finally asked for a real person. The agent couldn't do anything and said I she would have the escalation **** call me back withing 10 minutes. None of which ever happened, not by e-mail or a phone call. I didn't get the chance to screen shot those conversations because it closed to quickly. I just want someone to let me know how and to where to send the $55 or if they can just charge it to the same credit card I used to place the order. I also have a ticket number from the two phone calls with customer service telling me that the escalation **** would get back to me the next day after I called if you need that.

  

  Business response

  03/07/2024

  We have spoken with the customer and advised of how the trade in chargeback will occur. We are continuing to monitor to ensure the charge goes through. We have updated the customer with the contact information for the escalation team, if there are any further questions. We consider this matter resolved.

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   ******* contacted me and gave me information that is not in any of their printed information and was not given to me in trying to resolve this.  She explained that they would do a charge back to the same account I used to purchase the phone, and that is all I was asking to do was pay what I had been given as a discount. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Motorola defy 2 device from amazon 10/2023.I purchased this device so that in an emergency I can send a text message via Bullitt application on my cell phone.On 2/27/24 I noticed that my account on bullitt.com showed that my satelite subscription would expire on 2/29/24.Now my account on bullitt.com shows my subscription will expire on 3/29/24.When I signed up for the satelite subscription on 10/29/23, it showed I was to receive 12 months subscription free.Unable to contact ************* by phone I contacted Motorola Mobility support and asked the representative to have someone contact me about my satelite subscription. I never received a call back from Motorola Mobility support.I also sent an email to ******************** Never received a response back.It appears that ************* has undergone a major reorganization in January 2024 due to major financial issues.I want to continue my satelite service with ************* but,I deserve a response back so that I can find out why my subscription is not showing that is doesnt expire until 10/2024.I would also want to find out who actually owns ************* now.To my knowledge ************* is the ONLY company that provides satelite service to the Motorola Defy 2 devices.

  

  Business response

  03/19/2024

  The team handling the product reached out to the customer. They provided all the necessary information the customer was inquiring about. The customer acknowledged the information. We consider this matter resolved.

  Customer response

  03/20/2024

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩