Motorola Mobility

Worst product and customer experience EVERBought a Moto X Pure edition as a new year gift for my wife and received a defective device which was replacedBut the replacement does not even detect the simRequested for a refund this time around, but was denied as it was past original 30days, so asked for a replacement insteadDid not receive the replacement phone for the next month and was charged $extra though motorola did not send the phone! Waited for a month to refund the security deposit and had to call the customer service againThe replacement device received started freezing while on call and the customer service said they could do nothing except sending another certified phone this time! No refunds or compensations are given to the customer apparently according to policyI understand no refunds, but guess it's the company policy to sell untested bad products and make customers miserable!

Initial Business Response / [redacted] (1000, 5, 2014/02/14) */ Contact Name and Title: [redacted] Contact Email: [email protected] We will be reaching out the customer to resolve this on our end Final Consumer Response / [redacted] (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 $

This issue has been resolved Thank youRevdex.com: I have reviewed the response made by the business in reference to complaint ID 11087985, and find that this resolution is satisfactory to me Sincerely, Justin [redacted]

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

I called and talk to support time after time and they don't want to deal with customers that have complaints and issues now with being treated like [redacted] by a company that was once world renown is now a like a second class circuit city that also went out of business because they treat customers with complain like stNow they refuse to even acknowledge all my calls complaint and pleas for help If they can send the check to my adders ill send all there trash I bought back to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11141374, and find that this resolution is satisfactory to meHowever, this business needs to seriously review their customer service practicesAfter multiple calls and emails this is the first and only time I have received this explanationAfter reviewing my bank records I agree with the explanation, but this entire thing could have been resolved sooner and with far less complaint had this company better trained their customer service representatives Sincerely, Michael ***

The only other time I have had a worse experience has been dealing with [redacted] When I received my new Moto X PE, I found that the screen was damagedIt then took over an hour of raised blood pressure and arguing with Motorola customer support to get reimbursed for a new phoneWhich I didn't get fully reimbursed forEver since Motorola got sold to a Chinese company the quality and customer service has gone down hillI've always liked the specs and design of the Moto X but this will definitely be the last time I purchase oneIt's not worth the headache

While I have been very happy with Motorola's cellular products over the years, my recent experience has greatly disheartened this opinion After purchasing a Moto X 2nd Gen for my mother, I attempted to get the Accident Protection plan through Motorola Their website said there was an internal issue and to call customer support Over the past days I have spent over hours on the phone with different associates across departments, along with several others on email threads who ask for the same information and instruct me to go to the same websites; ultimately saying they still see the issue and have passed it along to "a higher department" that will get back to me days ago, my fears were realized when the screen on my moms phone cracked and the display stopped working (I also have the same phone and my phone has cracked within the past year as well, making me also question the materials being used for this product) The Moto Maker team informed me "not to worry", since I had been working with them already for a week to purchase the protection plan, that it would still apply to fixing the device However, since they cannot figure out their issue, I still have to wait They insist there is no alternate way to purchase the protection plan In summary, my mother's phone is currently unusable and Motorola has been unable to help service the device This level of service is well below what I expected from this business

order number is XXXXXXXX -> customer service lied to me twice about my order of when it was shipping after the order has been placed on holdThey give the answer that it will take hours and yet that is a dumb lieIf you buy the product it may ship from China which is stupid to begin withI been waiting for the product for days already and called times to realize that they have been lying to me all this time and it has not been shippedWhen I ask to cancel my order since it has not been shipped, they say I cannot and it could get to my place in about to weeks or more, which is extremely dumb of themDon't buy Motorola if you can cause this company is not trustworthy or honest, some of the customer service names are Jaime, Robert, Chris that I have to talk to

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID .10967338,and find your Informal Mediation services are necessary Regards, Sharon [redacted]

On January 5, I shipped my Moto X Pure edition to Motorola for repairsMy screen stopped working due to a mechanical failureOne week later I called for a status check, the representative told me they are replacing the screen and my phone should ship to me on January 11-13, The following week (January 18, 2016) I have not received an update or tracking number, so I called againThe representative now said they are unable to repair my device and are building me a replacement and it will take another 3-business daysNow it's January 25, 2016, it's been a full days without my deviceI would expect this type of service from a third party vendor, not the manufacturer of my device

I got locked out of my phone due to the security feature created by [redacted] This feature created a glitz in the software of the phone that required repair work to be completed at the repair center in Fort Worth Texas I sent the phone via [redacted] on June 20th and received it back on July 1st (a turn around time of days)From start to finish the customer service I experienced was absolutely top notch I was very pleased with the service I was provided by Motorola RepairThank you so much for such a positive experience!

My cellphone stopped booting up despite no changes ever made on itI get this error message: "Decryption unsuccessful"No one at Motorola has helped me, and I have repeatedly asked to speak with Supervisors only to be hung up on, denied, told "No supervisors work here", and transferred to other random people/business without warningI have never in my life experienced the absolute rudeness I have experienced from Motorola and it's employeesI will never ever buy a Motorola product again, and I will prevent anyone I ever see or know from doing so as wellThis company clearly does not care that it's products do not work, does not care to help anyone who phones in to their support centre, and laughing at customers only to hang up on them is the Motorola wayI've been on support for 2+ hours today already and still no one will help me

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

Early September I had to send in my Moto X second generation for a repair as the ohone stopped workingI set up a claim and they sent me a refurbished device except the earpiece fell right off of the phoneI again set up a return on 9/17/and was told I would be sent an "X-Code" which was to be used to get a new device off of the moto maker website The code was never issued so I called back again 9/21/to ask where the code was...the informed me they were out of stockSo they would send me a refurbished devicePhone was never sent so I called back and was told they were out of stock but now they had X-Codes available, 9/29/Called back today 9/30/still have not received my X-code and have spent right at about 100+ hours on hold with "customer support" had the line disconnected on their end multiple time and have developed PTSD from the way they treat their customers If anyone at Motorola takes the time to read this check ticket # XXXXXX-XXXXXX The best part is now I only have a broken phone to take on my honeymoon because I still have yet to have my problem resolved

Motorola is HORRIBLE! I purchased my Motorola Luge off the [redacted] website, Ive had it almost a year, the warranty is up mid-AprilWell, a few weeks ago, all these boxes kept popping up, out of nowhere, didnt even use the phone for an hourI called Motorola, "oh we can replace it, ill email you the shipping label"..GREAT, RIGHT? WELL, they got my phone and now its, oh the phone is obsolete, send us a proof of purchase and well still honor the year warranty....I forwarded the WHOLE email I got from the HEAD OF [redacted] CORE DEPT, AND THEY WONT VALIDATE IT, BECAUSE ITS NOT A SCREENSHOT FROM MY PHONE? I cant get ahold of anyone who will helprepair escalation said his supervisor would call me in 24-hours...never happenedSo now, motorola has my phone still, and in a matter of days that it took for them to receive my phone, they cant do nothingthey said to go purchase a new one!!! I will NEVER buy another Motorola device again

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motrola.com The customers order shipped out yesterday, 8/14/via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrowWe consider this resolved Initial Consumer Rebuttal / [redacted] (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

I was told on September 30th that I would have a replacement phone in 3-business days, plus I paid $for this serviceTill date I still don't have my replacementThe first car stated today that he would send an email to ? To see what was going onHe didn't do thatThe second car stated that he would get me a replacement within 48-hoursThis is not acceptableBeen holding for a mgr to get on phone, still waiting!!

Worst phones ever!!!! The 4gs glitch so much! I go hours without using it because it freaks out!!!! And worst of all the place I bought it from said oh we can't do anything about it!!!! I've done the factory reset times and same thing happens over and overI waisted on buying phones from you guys worst thing I've ever done

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Motorola's Executive Customer Relations team sent me a replacement device and waived the feeI am now waiting for the repair process to complete and them to withdraw the hold on my Credit Card.Thank you for all of your help, [redacted]