Complaints

This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Motorola Mobility

  222 Merchandise Mart Plz Chicago, IL 60654-1103

  
• 

  Motorola Mobility

  775 Tipton Industrial Dr Ste E Lawrenceville, GA 30046-2886

• 

  Motorola Mobility

  775 Tipton Industrial Drive N.W., Suite E FORMER: primary, reportab Lawrenceville, GA 30045

• 

  Motorola Mobility

  4801 Westport Pkwy Fort Worth, TX 76177-3201

• 

  Motorola Mobility

  1303 E Algonquin Rd Schaumburg, IL 60196

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Motorola on November 2, 2023 and the estimated delivery date was on 11/3/23. I have contacted Motorola online and by phone on 11/3, 11/4, 11/5 and 11/6 and all I get is the run around from the many different departments I have spoken to. I did receive an email today 11/6 which stated they were "trying" to contact the warehouse to see what the issues were on the order as this "usually" doesn't happen. This is what I was told on multiple occasions by the support and customer service representatives. No one can tell me what the issues are or when they would be able to ship my order. It is a continual circle of lies that they continue to tell every time I contact them. So today 11/6, I requested that if they could not ship the order NOW, that they cancel the order. Then I was told that they could not do that either! The representative said they would have to contact (once again) the warehouse to find out what was going on and what the issue might be. He said if they cancelled the order I would need to ship it back to them. I asked, has the order shipped, he said NO, ok then why would I have to ship it back to you? I am not wiling to wait any longer for this order to be shipped and would like the order cancelled. I will be contacting my ******************* to dispute the charges since the items have not been shipped and will contact our states Attorney General for consumer protection to report this companies practices. This type of behavior leaves a bad taste in your mouth for any company that gives you the continual run around. I have read tons of complaints (which is not a good sign) from other customers saying the same thing about non shipment of orders going back to the summer! I wish I would have seen that sooner as I would have never ordered from them to begin with. Motorola you should be ashamed of your practices.

  

  Business Response

  Date: 11/09/2023

  We have reached out to the customer and advised on the reason the order was cancelled. The customer had multiple promotions on one order, and it is one promotion per order.

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  The company has resolved the issue and refunded us. Please close the complaint. Thanks.

  Sincerely,
  
  ********************;  

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a modem from Motorola on 05/07/2022. Motorola guarantees their product for 2 years with a warranty. The modem failed on 08/29/2023 (15 months into a 24 month warranty). This was verified by two technicians from my internet service provider. Motorola's website indicates that to process a claim against their warranty, customers should write or call. I wrote to Motorola on 09/06/2023 and have not heard back (61 days). I have called nine separate times since then. Each time, the line simply disconnects (hangs up) or a recording plays that says "No Support Agents are available to take your call. Please call back later." I also emailed again on 10/30/2023 to the email address they provided on their website--but the email bounced back from an 'undeliverable' email address. At this point, I can only assume they are putting up a 'smoke screen' to prevent customers from leveraging their warranty coverage on faulty products. All potential and current customers should be warned--and I want a full refund on my faulty product ($198.43).

  Customer Answer

  Date: 11/16/2023

  Please find the relevant correspondence attached. If you could add it to the complaint, Id appreciate it. 

  
  

  Thanks,

  
  

  A

  

  Business Response

  Date: 11/28/2023

  The customer did not respond to our Modem team via email. Customer was sent out a ****** as a model number was not provided to them. We consider this matter resolved.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20832675
  
  I am rejecting this response because:

  The business asked me for information to resolve this issue, but did not provide me with a way to respond. (i.e., they emailed me from a "no-reply" email address; when I responded to their email, I got a bounce-back error). I reached out to the BBB about this and they offered the solution for me to append my response to the complaint. See attachment "Re Incident ************" for my response to the business's request. This is one more example, after a string of examples, of the business' failure to meet the terms of its warranty and deal fairly with customers. 

  I want to be very clear: after the string of disappointing experiences I have had--and the long delay I've experienced in the business addressing my concern--a replacement is no longer an acceptable solution. I require a refund. Please see the attached files for proof of purchase and the appropriate refund amount. 

  If the business needs any additional information in order to furnish me with a refund, I advise them to include a way of responding to their request. Otherwise, I'll continue to resort to using the BBB platform. 

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

  

  Business Response

  Date: 11/29/2023

  As the device not was not purchased through us a refund is not available. As the Modem team did not receive a response they have sent out a replacement model MB8611 which is our highest performing modem. The customer should receive the new modem by the end of the week.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20832675
  
  I am rejecting this response because:

  1) Your latest message indicates you didn't receive an email response from me, but you neglected to address that you sent me an email from an email address I could not respond to. You also neglected to correct that issue--by indicating HOW I could respond to you. This is like sabotage. 

  2) My warranty does not specify where the purchase had to be made. My warranty specifies that if you are not able to furnish a replacement product in a REASONABLE amount of time, you will owe me the purchase price of the modem. Given that you failed to supply a replacement in a reasonable amount of time--which in turn forced me to buy my own replacement--you, by the terms of your warranty, owe me a refund. I've provided you with proof of purchase and supplied you with all of the information you requested. I'm tired of the back and forth. Refund me!

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

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Motorola ***** mobile phone from ******** on 06/23/2023 for $999.99 (before taxes) that has now developed and internal defect. I contacted Motorola about filing a claim for replacement of the device as the damage sustained is internal and was quoted a $620 repair bill, 62% of the phone, solely because the was damage to the screen. There was no request to have the device inspected from Motorola to ensure whether on not it was a manufacturing problem. The device has a protective film on the screen and has no exterior damage on it and the entire device has been kept in a protective case from the day received. The device developed a black spot ************* of the inner screen after opening the flip screen (normal operation) and a line that reached the top of the screen from said spot. Two days after with the device sitting closed, I decided to open it only to find that it now had a crack along the entire crease and a black bar running across it. To summarize, the device has no exterior damage whatsoever and the screen is cracked from under the protective film applied from factory, and Motorola will not examine the damage only to offer repair at 62% of the cost of the device.

  

  Business Response

  Date: 11/01/2023

  We have reached out to the customer and set up a replacement device with appropriate waiving of certain fees. 

  Customer Answer

  Date: 11/07/2023

   
  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

  Date:10/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your order #*************-01 lost by *** and *** already issued a claim and refunded the company they never reach out to refund me after 1 month and a half

  

  Business Response

  Date: 11/28/2023

  A refund has been processed for this customer through our ****** support team. We consider this matter resolved.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had someone stealing my new Motorola phones software remotely. I bought the first one in 2021 and the 2nd one in march of 2022. I began to immediately have software problems and sent them to this location (Motorola mobility ************************************* Suite 200, ********** ** *****) for warranty repair only to have my phone intercepted and a phone with fraudulent software and with fake spyware apps returned late by mail. I have had warranties stolen, other devices sent to warranty under my name and have been a victim of identity theft during this last 2 years. I've been contacted by supposed customer service from ********************** however numbers used to call me can not be verified as legitimate. I have recordings of several calls made to me but sound like the same person giving different names each time. My online accounts have all been compromised and have to strictly communicate by **** mail for all communication purposes. They have also done this with phones I have leased through ******** and ***** I am still in the process of trying to have warranty work done on the second motor phone I bought from motorola.com but have still been unable to successfully achieve this. Need any assistance I can receive in this matter. The first phone (motor ********* was $400.00 and this more recent 2nd phone (Motorola stylus 5g 2022) was $550.00. Can not seem to get any information or help from calling Motorola main number or warranty **** number. Will send any necessary documentation through us mail that is required if needed.

  

  Business Response

  Date: 11/01/2023

  We have been unable to reach the customer. To look further into these issues, we would need more details and to work with our technicians for troubleshooting. They can reach out to us at ************ and reference number 231030-003459 for further assistance.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a defective modem from Best Buy in August of 2023 and have been unable to get it work properly or get any technical support from Motorola to make it work. Best Buy will not accept it as a return because it is beyond the 15 day return policy. They suggested I contact Geek Squad to come to my house and look at it and they came out and were unable to get it to work. I have tried on at least 10 occasions to call Motorola to get some technical support for the modem but I am repeatedly being given phone numbers that no one answers or that they do answer but they provide me with another number that no one answers. I have been unable to register my product online either but it is well within the warranty period. Given my frustration of not being able to get through to anyone at the company who could help me for 2 months, and the fact that I need internet to work from home, I was forced to purchase a different modem so I would like to return this modem somewhere and I would like my money returned.

  

  Business Response

  Date: 11/08/2023

  This has been forwarded to our ************************ They will be reaching out to assist the customer.

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20787860
  
  I am rejecting this response because: I have not received any contact by the modem/router division to date and I simply want to return my router and get a refund.  They are not available for product support, their product does not currently work and they have not been available to me since the purchase of my modem. They do not answer their support phone line, nor their emails and I do not want a non functioning product that is unsupported.  I don't trust that they will actually contact me given my past experience with them and how difficult it is to reach them and this is evidenced by the fact that nearly a week has passed and I have not yet heard from them.  Please have them send me a return label and issue a refund.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/27/2023

  As the device was purchased through Best Buy, a refund is not available. Our team has attempted to reach the customer via email for further information for a replacement device. Customer should continue to work with the team contacting them via email.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20787860
  
  I am rejecting this response because: After the complaint was filed, I was emailed by a Motorola customer service representative from an email address that does not accept replies (*******************************) and no phone number was provided.  Thus there is no way to communicate with Motorola.  My initial complaint is that there is no ability to talk to anyone for some technical assistance.  No one answers the customer service lines in the modem department and no other department will provide any assistance.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a nursery camera from Motorola and have been using it with no problems for the past 10 months. As of the past week my camera has stopped working, It displays no image. I have attempted to disconnect and reconnect my camera to the app and it will no longer connect. Ive gone through the prompts on the app to trouble shoot and I have contacted the support desk for help and havent received a resolution. The csr agent stopped responding after he made me do a hard reset and that too didnt work. Motorola isnt trying to help me to get my product to work and I need help!

  

  Business Response

  Date: 10/30/2023

  We attempted to reach out to the customer to capture the model number of the nursery camera. To get this to the correct team for handling, we need the model number of the device. 

• Initial Complaint

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Motorola *************** 2022 phone very late shortly after midnight on October 1, 2023. I saw that it it was being held up to verify the payment. I received some emails about the status of my order, but I was given no information whatsoever as to what the status is. I gave the details of my debit card and there are more than adequate funds in my bank account, so I don't understand what is the problem unless there's some reason that *** be discrimination; I can only be suspicious when every effort is made to leave me in the dark for as long as possible. I have been trying to get some sort of answer, but I was given a link to verify my order, yet that led me to a page saying "No order found" and I am attaching a screenshot from that page. When I don't see any legitimate reason for holding up my order, it angers me considerably. Maybe because I'm a disabled senior? I am left guessing as to why my order is not found and I am given no direct, clear answer. I did not want to file a complaint against Motorola as my history with Motorola has been very good, but I do need an explanation as to why I am being kept in the dark and nobody gives me a clue as to what is happening. I was told I would be contacted, but that has not happened. The order number is #*************-01 placed on: 10/01/2023. So why am I not getting an answer?

  

  Business Response

  Date: 10/04/2023

  Order number 1365631955241-01 shows out for delivery. There was a delay due to *** and it is showing a scheduled delivery date of Thursday October 5, 2023 by 12:00PM. Customer has been advised of this via ********************** ************ team.

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept that response. However, I am unaware of any such Motorola ************* I have to add that I am taking Motorola to task because they provided me with a defective item. I sent a letter to them about the problem via Priority Mail yesterday, so while this notice is coming to me late, it does not let Motorola off the hook completely because when a merchant ships a defective item to a customer, the merchant bears full responsibility for doing that.
  
  At least this issue can be put to rest now. I will deal with Motorola about the defective item; right now, I am overloaded with too many problems on my plate from other sources, and I am not young, so it's not so easy for me these days.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Motorola Razr+ from the online motorola store (receipt below). It came with a screen protector attached to it from the factory (I did not pay for it as a separate accessory). In the manual, it says the screen protector is a part of the phone and cannot be removed by a third party without voiding the warranty. It started peeling a few days after using the phone. I called motorola and asked them to replace the screen, they set an appointment with an approved vendor to fix. The vendor texted me and said they do not work on that model of phone. I called motorola back to get a resolution to the issue, however they said I had to pay $75 to send the phone back in and have the screen replaced. So they sold me a device with a defective screen protector that I had no ability to opt out of, and it impedes the function of the phone since I can't see the middle of the screen clearly at this point. Then they said that they will not replace the screen for me unless I pay them to do it, which I'm pretty sure is illegal based on warranty laws. I would like to have a resolution to this issue by getting a properly functioning phone without having to pay more money for it to be useable.

  

  Business Response

  Date: 10/04/2023

  We have reached out to the customer and set up a repair for the screen protector. The customer should continue with repair process.

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Motorola modem/router MT8733 from a Best Buy on 5/13/2023. Receipt attached. This modem/router immediately had problems with devices not connecting to it and staying connected and with wifi range. I contacted Motorola support who advised me to exchange the product at Best Buy, which I did. The same issues persisted and to this day I continue to have problems with this product constantly dropping wifi connection with ************ wifi devices as well as poor wifi range compared with other older model Motorola modem/router combos I have owned. This product is simply a lemon and due to Best Buys 15 day return policy I have no recourse through them. I have contacted Motorola support on multiple occasions and they refuse to provide any relief other than exchange, which does not resolve the issue since I have again had two of these units with the exact same issues. Online reviews attest to the same issue I am having and I believe as the manufacturer of this product its Motorola's responsibility to stand behind their products.

  

  Business Response

  Date: 10/23/2023

  We have forwarded this to our modem/router department. They will be reaching out to the customer.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20669100
  
  I am rejecting this response because:

  I received an email from Motorola support asking for receipts to initiate a refund but when I replied it went to no-**************************** and it says email is undeliverable. No other contact information is in the email.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/13/2023

  A new MT8733 order was processed today. The customer should receive on 11/16. Email communication confirming this was sent to the customer. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20669100
  
  I am rejecting this response because:

  I was offered a refund in the attached email exchange, and I accepted.  Now Motorola is backing out of the refund offer and sending me a new unit.  I do not want an exchange.  I have had multiple MT8733 and they all have the same issues.  Please see attached email exchange where Motorola offered a refund and I accepted and provided the requested documentation.  

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

  

  Business Response

  Date: 11/27/2023

  A refund is not available for this device. A new device has been sent to the customer. We consider this matter resolved.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20669100
  
  I am rejecting this response because:
  

  I consider this matter unresolved. They have clearly based on the documentation I sent reneged on the refund offer they made. I did not ask or request a replacement at any time.  This product is defective a simple review of online reviews and product review sites show many customers having the same issues I have. I have tried two of these products now and both show the same systemic issues, sending me a third resolves nothing.

  I will be submitting an additional complaint to my state's attorney general's office.
  

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