ComplaintsforMotorola Mobility

• 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

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Motorola baby monitor failed under the warranty period. When I contacted Motorola support, the agent I spoke concurred but said they could neither replace it with the same model nor offer a refund for the nonfunctional monitor. He did say they were mailing a new monitor they deemed comparable (though it had lower reviews and cost significantly less). The monitor never arrived and the agent is no longer responding to my emails requesting an update and that the new unit be sent.I contacted customer service again today and was told that a) they would escalate my case but could not guarantee I would hear back at all, and that b) I had to reach out to a DIFFERENT customer service. I am still waiting to hear back.The amount of time and effort I have had to put in to resolve the issue with a device that failed under warranty and the fact that I was told a new unit was being mailed when it was not is unacceptable. At this point the company should provide a refund.

  

  Business response

  04/05/2024

  We have forwarded the complaint to the correct team for handling.

  Customer response

  04/08/2024

   
  Complaint: 21409374
  
  I am rejecting this response because:
  

  The company was already supposed to have resolved this issue and claimed to do so when they stated they were mailing a replacement monitor that was not in fact sent. When I followed up about the fact that they had not yet sent the monitor, I first got no response. When I reached out again, I was told that my message would be related to a supervisor but they could not guarantee a response. If they cannot guarantee a response, then forwarding a message is not adequate. At this point the company has agreed that the product has failed and that they need to replace it, but they have not actually had replaced it. A refund or replacement is necessary.
  Sincerely,
  
  *****************************

  

  Business response

  04/17/2024

  We have forwarded this complaint on to our partners at Binatone for handling.

  

  Business response

  04/17/2024

  We have forwarded this complaint on to our partners at Binatone for handling.

  Customer response

  04/18/2024

   
  Complaint: 21409374
  
  I am rejecting this response because this is the second time they have forwarded my complaint, yet I have still not heard back from Binatone. ******** dropped all correspondence with me and has not responded to any messages since claiming to mail a replacement unit in early January that still has not arrived.
  
  Sincerely,
  
  *****************************

• 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,
  
  ***************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Motorola Thinkphone on Feb 4. The phone came with a case. The case was defective. Motorola was contacted about the issue (***** @ customer service).They refuse to replace the case.

  

  Business response

  03/11/2024

  We have shipped out a replacement to the case that came with the device at purchase. The customer has been updated with the ***** tracking number via email. We consider this matter resolved.

  Customer response

  03/12/2024

   
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Motorola 5G Power, phone purchased 11/27/23. Phone is in immaculate shape. Battery doesnt' work, voice mail doesn't work, doesn't connect to bluetooth in car, doesn't connect to auto-android. Randomly resets and shuts down....this phone is a rip off and customer service is non-existent. So, they want me to send phone back.....and strip all information, which is serious health concern to leave people without phones. No place in ****** ** to get it fixed. What a complete rip-off. Motorola stinks.

  

  Business response

  03/18/2024

  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.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 26, 2022, I purchased a Motorola Modem-Router Combo from a Bestbuy store in Tanasbourne,******.The Manufacturing Warranty is good for 2 years.About a month ago, I noticed that the wifi was not working, so I decided to contact Motorola by phone on numerous occasions for Technical support. I always received a message, "No technician is available right now. Please call again". No matter what time of day I called, I received the same message. So I called my Internet provider, Xfinity, and asked them to please troubleshoot the problem from their end. They did and could not find any problems relating to their end, so they sent a technician to my apartment on 2/18/24 to further troubleshoot from my end. Their equipment indicated that the Motorola Router was faulty and not transmitting the Xfinity input as WiFi, for me to use. So I called Bestbuy and scheduled for their Technical support since I purchased the product from them. I went in on 2/22/24 to Bestbuy, and when they checked my receipt, they told me that the equipment is still under Manufacturing warranty and it is the responsibility of Motorola to either repair or replace the equipment.Since I had called Motorola so many times with no success, I immediately sent two emails instead to their support staff, on that same day. I used the email addresses on their brochure that came with the equipment. I sent one email to *************************************** and another email to *********************************** on 2/22/24. I have been receiving numerous Postmaster Emails, reporting Failure to deliver the emails to Motorola, even though the addresses are correct.I still cannot get a resolution to the problem before the warranty expires.I have made numerous phone calls again to Motorola since then, and also early today with no success. Just machine answering the calls.Please help me resolve this nightmare. Thank you very much for your assistance.Regards,*********

  

  Business response

  03/08/2024

  Hello

  Thank you for reaching out to us and we are very sorry that you had trouble communicating with us for a product warranty return.  Unfortunately in October, 2023 one of our vendors unexpectedly stopped service with Motorola.  This left a period of time where calls and emails were not being answered.  As a result of this, we have brought customer support in house and are now handling calls correctly.  Our customer service team reached out to you via email on 3/8/24 to offer you a replacement device.  You can reply back to that email with the details so we can process your replacement. You can also reach out to us *************************************** 

  Customer response

  03/11/2024

   
  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the new 2023 Motorola Razr Plus cell phone less than a year ago. It cost over $900. The phone has a screen that folds in half. My screen cracked in a straight line right across where the phone bends in half. This was not damage that I caused. It's a design flaw. If you are going to sell a phone that bends in half then the screen should not crack from the bending right? Motorola won't repair my phone for free. They want to charge me $650. This is a rip off!!

  

  Business response

  03/14/2024

  We have spoken with the customer for more details and pictures on the issue. We have set up a replacement with a partial waiving of the security hold as a one time courtesy. We consider this matter resolved.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Razr flip phone on June 23, 2023 through **************** *******, *****. I purchased all the screen protections and insurances. Neither the carrier ******** or Motorola will replace defective part without charging me a fee to do so or to be without my device until the issue is resolved. ******** management/workers say they are not certified to replace screen protectors on this device. ****************** charges me $99.00 and Motorola charges me $74.+ and I have to mail it in and be without a device. Either choice requires payment from me. The overall quality of receiving calls/texts and camera quality is not good, either. All I am/was requesting is to replace screen protector due to bubbling from crease where it opens/closes.I do not believe that additional charges should be paid by me the consumer if it is a product defect. I feel taken advantage of as a consumer by all parties. I would really like to post a public review of company relations of ******** and ****************** and Motorola--especially if issue cannot be resolved.I am hearing from all parties that those are my only options. I believe there are many that purchased this device and are having the same issues. I invested over $1,200.00. I pay $18.00 a month for insurance on the device as well. That is a huge expenditure that I do not normally make for myself.

  

  Business response

  02/29/2024

  We have reached out to the customer and offered to waive the screen replacement fee as a one-time courtesy. The customer was provided the two options for repair/ One time exception replacement under the warranty. Customer chose the replacement, however they were unwilling to place a security hold, which is required for a replacement. This hold is reversed once we receive the defective device. They were provided the free repair option also. The customer refused both options. The customer should contact us when they are ready to proceed with one of the options provided.

  Customer response

  03/05/2024

   
  Complaint: 21347118
  
  I am rejecting this response because:
  I will need to mail in my device and be without it for an unspecified time and 2nd option requires putting a hold on a financial account for $700.00.

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

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