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Complaint Details
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Initial Complaint
04/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello,My name is *********************************, I placed an ordered online for a 2023 moto, on 3/19/24 with a trade phone option, I received an email confirmation on 4/02 that the phone got delivered, I called and I was told per ***** that the phone was still in the warehouse, then I got a called back from **** on 4/05 that the phone got misplaced and I need to either cancel the order or get a refund, I told **** that I will call back, since when she called me, I was at work. I called Back on 4/05/24 and spoke with **** and I asked to speak with a manager, he transferred me to ******, he told me that he found the phone that got misplace and was going to work on the shipping process. Today 4/12 I called and spoke with ******, I ask for a corporate email, he told me you guys don't have one and when he transferred me to *****, he gave me the wrong email address, ***** also told me no label was created back on 3/19 and the excuse that he gave me is that you guys got a lot of orders I ask to speak with a manager because, he was only the order administrator, he transferred and after waiting for more than half hour my call got disconnected. When I was writing this email to the wrong email, I received a called from ******* the supervisor she confirm that my ordered got cancel without first confirming with me, looking for a different phone option neither I received an email saying that my order got cancel, she told me that got cancel 4/10, I see a lot of discrepancies about this issue and I am writing to manager see if you guys do anything about it.I will also complaint to the better business bureau Waiting for your early reply or call at **********Business response
04/17/2024
We have spoken with the customer and advised that stock availability can cause issues with orders going out, as stated in the terms of sale. We are refunding the customer the full amount of both the order and trade in value that was charged. We offered a discount refund on another order but customer refused. We consider this matter resolved.Initial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The screen protector that Motorola installs on the Motorola Razr 2023 is beginning to crease and damage my phone screen. I reached out to Motorola to let them know and see how I can get this fixed. I have warranty for the phone still paying on it they will not replace the screen protecter or anything. they want to charge me to get fixed. Something has to be done researching this issue, I am not the only this is happeninng to. If it was my fault i would fix it but i didnt do anything to it for it to break.Business response
04/15/2024
We have spoken with the customer and offered a one-time exception waiving of certain fees for a repair/replacement. The customer has processed the replacement and should follow all steps for that. We consider this matter resolved.Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a Motorola RAZR plus flip phone .The screen didn't work after 2 months I sent in for warranty but refused to fix because they said I physically damaged it .The phone was never dropped. And the dent they say I physically damaged was on the inside screen and in the corner that was not covered by the screen protector that they provide. If there was a dent it is because a flip design. I am sending pictures of what Motorola sent me of why my phone is not being repaired .I am also sending pictures I took myself after the phone got sent back to me .I needed to 400$ through insurance through my phone company to replace my phone because Motorola wanted to charge 600 to fix it cause it is now not considered under warranty cause it was damaged .Business response
04/16/2024
The customer spoke with our Canadian support and was advised the device had physical damage and is not covered under the warranty. We consider this matter resolved.Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Motorola Razr+ smartphone on October 23rd, 2023. The factory-installed screen protector began to fail and I contacted Motorolas customer support for an in-warranty repair. I was informed that this repair would be covered, so long as there is no physical damage, moisture damage or signs of tampering. After sending the phone in for repairs, I received an estimate for repairs, citing that the phone is not eligible for a repair under warranty. After calling Motorola and the repair centre, I was told that the screen protector is not covered, which flies directly in the face of what I was previously told. The screen protector is an essential part of the phone. With multiple warnings on the packaging and within the phones software advising that it should not be removed under any circumstances. There is absolutely no reason then that a critical component is not covered under the standard manufacturers warranty. In addition, should I want my phone back without receiving any repairs, I must now pay a $35 diagnostic fee; which I was also not warned about prior to shipping my phone for repairs.Business response
04/17/2024
Our ******** support team has try reaching out to the customer. they have been unable to get through to them. The customer needs to respond to the voicemails/emails for further assistance.Customer response
04/17/2024
Complaint: 21495069
I am rejecting this response because:
I have yet to receive a phone call at my provided telephone number. I reached out to Motorolas support again on April 10th to see what the problem was. I confirmed my phone number and yet I still havent received a phone call about my issue.
Sincerely,
*****************Business response
04/18/2024
Our ****** support has reached out to the number provided and left voicemails and sent emails to the provided contact. They have received no response. The customer needs to contact us at the number provided by phone and email.Initial Complaint
03/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
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
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
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 meBusiness 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
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.
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Contact Information
222 Merchandise Mart Plz
Chicago, IL 60654-1103
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Get a QuoteCustomer Complaints Summary
294 total complaints in the last 3 years.
116 complaints closed in the last 12 months.