Motorola Mobility

Revdex.com: The replacement phone has been received and activated I have reviewed the response made by the business in reference to complaint ID 10927881, and find that this resolution is satisfactory to me Sincerely, Donald ***

I had to get my Motorola phone repaired so I called the customer service numberFrom a simple request, my phone call(s) turned an hour-long nightmareThis was my first time calling the 1-numberI first called around 3:30pm MDTAfter giving my name to the gentleman, the call was disconnectedBad luck, or so I thoughtI called again, this time I gave my name and phone number to assuming another gentleman, but I could hear other people talking loudlyImmediately I heard some loud music then another individual, this time a lady, answered and asked me my nameI gave her the name then explained the situation (first call dropped, second time heard loud talking and music then call was transferred) and asked her if they (Motorola customer service employees) worked from home or at a Motorola facility, because Her response? She laughed/giggled, and told me "it's fine"I repeated my question and here's the exact quote: "Would you tell me if you work from home or at Motorola facility, please?" I asked this question for another times, so total 6, not a single time didn't I ask politelyYet every single time she answered me with laughter/giggle and the same line "it's fine"I have to give it to Motorola as it has created a new way to insult a paying costumerThen I requested to speak to a supervisor but she refused, again laughing/gigglingEventually I lost my cool and told her that I didn't need to hear her voice again and I had to speak a supervisorAfter another minutes of struggle, she transferred my callNow that I was stalking to a different individual, I explained the situation, and asked my question of if Motorola costumer service worked from home or company facility, which he answered without any troubleThe supervisor was helpful but because of some other issues (Motorola needs me to send the phone in, wait it to be repaired/replaced, but that's the only working cellphone I have and I can't go without a phone for an extended period of time like any other person), he had to transfer me to a different departmentWhen I purchased the phone from Motorola, it was advertised that I could get a replacement phone to use while my cellphone was sent in for repair so that I wouldn't have to live without a phone, something every other carrier/major manufacturer doesHowever I was told by this gentleman from this different department (escalation or some sort) that Motorola had changed its warranty policy so that it no longer provided the kind of service they promised when I made the purchaseWhile I was expressing my concern, the phone call conveniently droppedLet me say my phone calls has never dropped from my location (heart of Salt Lake City) when I'm calling a landline, or anyone who's not in remote area or using [redacted] )The fact that the call dropped twice within an hour, statistically speaking, means either Motorola customer service is hanging up phone calls or Motorola is using unreliable phone linesI had to call againThis time another gentleman answered the callHe asked me my nameI answered: "My name is John [redacted] and I had just called but the call was dropped..." However he started talking over me as soon as I gave my nameI wasn't upset at all because I know sometimes you are just on autopilotThis gentleman heard me giving my name, so he went on to say his line, which is what he's trained to do and probably had spoken dozens if not more times todaySo I told him with exact quote "hey, I haven't finished my line yet" once he's done talkingWell, he started saying lines like "I can't hear you" and "if you don't speak I'll disconnect the call"I almost bought that if he didn't stop talking when I was speaking and asked him to not cut me offSo here it goes, Motorola, and anyone who caresThis company has very unprofessional costumer service employeesThey are rude, hang up on costumers when they feel like it, and probably have some mental issues or are high on drugs (like the lady couldn't stop laughing/giggling and ignored my very simple and reasonable question)The company doesn't keep on its promises (changed warranty policy)There's a reason why Motorola went from industry giant to defunct and being purchased by someone elseMotorola doesn't bother to be true to its customerIt doesn't even bother to make sure all its employees are half-decent

I will start by saying Motorola has the worst customer support I have ever encountered and the worst I have ever even heard of It started when my month old Motorola Pure Edition (2015) volume and power buttons were getting stuckDidn't think much of it at firstBut the issue got worse to the point it would just restart because the power button getting stuckKnowing I have a year warranty and this would be the biggest mistakeI reached out to MotorolaThis being my only phone they sent me a new phone first and then I would send my broken phone back to themThis of course costs $to do And they play a hold on your credit card for the price of the phoneFast shipping, I get the new phone days later and its brokePhone is stuck in airplane modeI contact Motorola and they tell me to ship it backSo I ship back the phone stuck in airplane modeThey say they didn't receive the device on time which it actually was shipped on time and I am charged the on my credit cardAfter weeks of going back and fourth and getting no where I notified my Credit Card Company (***)Who contacted Motorola and was able to get my money back on my cardMotorola called me and I said I am doneClose all of my tickets all of my rma'sJust let me headaches endSo of course I was never refunded the dollars which I should have been considering I never received a working deviceI let months go by and I reach back out to themI figured all of the dust should be settledI am now using a different phone because my Moto X was no longer usableThis time I would avoid the charge by shipping my device out firstSo they printed me a label and I shipped it offdays later they receive my deviceWhich was a little over weeks agoI have called times and get the same scripted response that it is hung up and I will escalate your ticketI have been told this times nowAnd each time I was told I would hear something in 24-hoursSo after days each time I call on the 3rd day and they tell me the same thingIt was never escalated so I will escalate it for youAfter the third time of this happening I asked for a supervisor to talk toAfter talking to the supervisorWho was about as much help as any of the other reps he told me it would take a few days to contact the repair escalation team because they don't have a direct numberHow do you not have a direct number to a different department within your own company? He would not give me a timeline on when I would hear a response because he didn't want to be held responsible if they didn't meet that timelineSo I am approaching weeks now when they advertise a day turnaroundBetween all the times I have been hung up on the hundred calls and the horrible customer service, I can honestly say I will never ever own another Motorola product againI understand that you have crappy customer serviceBut if you don't want to deal with me then give me my money back and I will quit bothering youBut don't take a loyal customers hard working money and treat them like garbage

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com We [redacted] be reaching out to the customer to resolve Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Motorola and offered an apology for the delay with my device, which I acceptI was provided regular updates in regards to my device, my order status page was adjusted to show the correct status, and I was informed of delaysMy device has now been shipped and [redacted] be delivered this week

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will wait for their call and possible solution before closing this complaint Thank you [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com As of now the Droid Turbo will receive the Lollipop update, at this time it is still in the testing stages and will be released in batches by Verizon The customer has been offered a like for like replacement and is not satisfied with our policy We will not upgrade the customer to a different device as our warranty states if a device is replaced it will be equivalent to the original deviceThe equivalent of the Droid Turbo would be the Droid Turbo as it is still being manufacturedOur warranty can be viewed at the below link https://motorola-global-portal.custhelp.com/ci/fattach/get/XXXXXX/XXXXXXXXXX/red...⇄ If the customer chooses to process a replacement for a like for like replacement we would be happy to assist in the matter and may contact customer service at XXX-XXX-XXXX to do so We consider this resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained to "Ashley", the what I am requesting is not difficultAsking to have the Turbo replaced with the Nexus device is not an upgradeIt is to compensate for Motorola's complete inability to properly update a device that is being illegally advertised as having the Lollipop UpdateThis is considered deceptive business practices and deceiving advertisingFurthermore, the reason for the request of the device is because my Turbo is experiencing several issues related to calling, WiFi, and data coverage as a result of the Advanced Calling update that Motorola pushed out in FebruaryMotorola is the reason the device has issues and Motorola is the reason the device is not currently being upgradedAs I said to Ashley before, Motorola is being incredibly rude and arrogant regarding this device replacementThe Nexus device is a comparable replacementCompanies that actually have decent customer service make exceptions to their policiesIn this case, Motorola is at faultThis matter is not resolved and should not be treated as such Final Business Response / [redacted] (4000, 9, 2015/06/23) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer contacted us and set up an exchangeWe are sending the customer Red Droid TurboWe consider this resolved Final Consumer Response / [redacted] (2000, 11, 2015/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/01/18) */ Contact Name and Title: [redacted] We will reach out to the customer

Initial Business Response / [redacted] (1000, 5, 2015/03/07) */ Contact Name and Title: [redacted] We will reach out to the customer to resolve this issue

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com The customer was refunded $on October It can take 3-business days to reflect back in the customer's accountWe are processing the refund for the remaining $and the customer [redacted] see this reflect back in their account within 7-business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) After hours and hours on the phone they finally corrected their mistake although waiting 13-business days for a refund is absolutely ridiculous at least I [redacted] finally get my money back

Motorola has the worst customer service I have ever seen I am still paying for a device that they currently have in their possession and no word as to when I'll receive it or what I want which is a refund

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 as long as I receive the replacement phone(Order [redacted] by or before the promised date of January 25th Sincerely, [redacted] ***

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 I would like to add, despite the eventual satisfactory resolution, Motorola is a company I will never do business with againI contacted them to repair my month old phone and all they did was subject me to the worst customer service experience of my life for a full month and a halfI was called a liar and not taken seriouslyTheir customer service reps need far more training and the company as a whole needs a complete overhaulI will be purchasing a new device from a far superior company in the upcoming months, and will take every opportunity I can to tell of the horrific treatment I received Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/01/25) */ Contact Name and Title: [redacted] Customer received his replacement device on 1/21/Motorola considers this matter resolved

Motorola scammed $from me for a returned device! Here's the storyI initially purchased a Moto X from an [redacted] store, and later the device became defective after an android updateIn need of a phone, I opted for Motorola's Advance Exchange program in which I paid for a replacement device in advance and sent back the defective one back later to get a refundI received a notice from Motorola saying they got the package on 3/24/2015, so thought the process went well and was waiting for the refundBut on 4/28/2015, more than a month later, I got another email saying the package they received was emptySo they refused the refund, and suggested to file a claim with [redacted] who delivered the packageOf course [redacted] declined it since there was no proof they lost the content when they delivered the package more than a month agoFrom then on, I had to call Motorola customer service numerous times to get an answerToday (4/28/2016), exactly one year after the empty box claim, they told me according to their record, the two IMEIs are activated and belong to the same carrier customer, implying I still have both devicesBut the truth is I have already switched from [redacted] so the customer account is meaninglessSo basically, I lost $546, went through a year of customer "service", and was accused of being a thief! I will never buy any motorola product and will warn all my friendsIt will not hurt their business, but as a weak individual consumer that is all I can do and hope it can help other consumers avoid this kind of poor experience

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] @motorola.com I [redacted] reach out to the customer for replacement options Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not called me nor have they done anything to issue me a FREE CUSTOM REPLACEMENTI paid $for this phone, the software crashedIt's their job to help me, the customer, replace my custom Moto x Final Business Response / [redacted] (4000, 10, 2015/04/20) */ The customer was provided a redemption pin to customize a brand new Moto X 2nd Generation on 4/20/

Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ Contact Name and Title: [redacted] The customer has received both replacement devices. Motorola considers this matter resolved.

This company has by far the WORST customer support I have EVER had to deal withNobody knows their job let alone the products themselvesThis all started when I went to purchase their new phone the [redacted] ***I opted to do the credit check to see if I qualified for anything so I wouldn't have to pay for the extended warranty and phone up frontThe site asked for my credit card information which I providedWhen I went to do the check the site clearly stated "Your card WILL NOT be charged today!" Written just like thatI clicked on the continue button and lone behold they charged my credit card over $I immediately called the support team and they stated they couldn't do anything until the phone was deliveredI decided to keep the phone after trying to fight with them for weeks on providing me a refund which they refused to giveThe device ended up being dropped and the screen crackedI called support again to get the phone sent off for repairIt took another 2-weeks to get the phone sent in because the representatives they have working there have no idea how to use a phone nor a computer systemI was hung up on times in one day, each day that I called back I was hung up on repeatedly, then when I finally talked to someone that thought they knew what they were doing, they couldn't figure out how to add the extended warranty on my device so I could use itI ended up having to wait an additional hours before I could call back to get the process started to even send the phone inAfter I was finally able to send the phone off and I was provided an RMA tracking number, I periodically would check the tracking information to see what was going on with my phoneProblem with this is their system doesn't provide you any type of information other than the status showing openI've called support now additional times to be provided no further information from first or second level supportThe first level support can't even help you with anything because they have no idea how or just don't have access to the repair team's information that should be globally posted to the account so anyone can seeYou have to wait on the phone for level just to go through steps 1-whatever all over againThey have had my phone now for almost business weeks which according to agent, I should receive my device within 7-business daysStill don't have itWas just now on the phone with the team and after waiting on the phone for minutes I finally get to the right people and they HANG UP ON ME! So now I have to call back a third time just to get a status updateUnreal

Initial Business Response / [redacted] (1000, 5, 2015/02/12) */ Contact Name and Title: [redacted] The customer was charged $because her device has physical damageWe will not be refunding the $feeThe customer was provided a code for an upgraded device and has received her replacement Motorola considers this matter resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that my phone had physical damage that was my faultMotorola advised me that my phone would be replaced at no charge to my accountThe replacement was supposed to be free due to over phone calls to Motorola in an attempt to get the issue resolvedMotorola took over months to replace my phoneThe initial agreement was that my phone would be replaced within days of receiving my damaged deviceThis simply did not happenI was told my account would not be charged by different Motorola representatives with the repair escalation teamTheir names were [redacted] and [redacted] Motorola should stand behind what their representatives state to their customers Final Consumer Response / [redacted] (4200, 11, 2015/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was simply lied to by MotorolaI spent countless hours of my time on the phone with them and two months without a phone being providedAn upgraded version of my phone does not compensate the lies and aggravation I experienced from MotorolaI had no problem paying the money at firstI was told by Motorola escalation repair team members that I would not be charged and then my account got charged when I wasn't expecting itAgain an upgraded phone does not compensate the two months of countless calls and time spent on hold being passed from one representative to another Final Business Response / [redacted] (4000, 13, 2015/03/05) */ We will reach out to the customer to offer additional options

I was previously a loyal customer to Motorola but their recent support service has had me lose all faith in the companyFirst off, they discontinued software support for the moto x 2nd generation carrier editionsLeaving a phone less than a year old behind in terms of OS upgradesMoreover, I recently submitted my moto 1st generation watch for a return an exchange due to the commonly known fault in which the plastic backing cracks due to wearI have had the watch less the one year and submitted the watch on January 12thIt arrived at their facilities by January 19th and they had promised me a return watch within 4-business days of the watch getting to themBy the 5th business day I still had no indication a replacement was on its way at which point I had to call themThey said they could not replace my watch because it was no longer in production but they did offere a "similar" replacement modelI was okay with this and was then told that with business hours the watch would be sentI waited over business hours before I still received no notification of a replacement on its way at which point I called again and the "escalated my case"I asked when I should expect a shipping notification and they told me in the next 1-daysAnother 1-days pass and I call again with no shippin information and they tell me the notification has reached their shipping facility and that I should have a replacement in the mail by tomorrowKeep in mind it is now 2/15/Over three weeks from the date it reached themNow I am getting that it should ship by tomorrow nearly one whole month since I sent the watch in to themI would avoid any kind of warranty or repairs with Motorola even if your device is less than a year oldThey don't seem to care much about continuing to support "legacy" devices

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am not satisfied with the resolution but at this point I am tired of dealing with itMotorola's resolution was to replace my phone with a different design that does NOT include the exclusive features of my original modelIt does not have the exclusive color, leather back, or engravingTo get the leather and engraving it would have cost me more and the exclusive color, I was told, was not an option I have accepted the replacement phone because I NEED a phone and can no longer afford to waitI am NOT satisfied but the matter can be closedI will take my future business elsewhere Sincerely, [redacted]