Motorola Mobility

Terrible customer service!!! I have purchased phones since March & screens have crackedThey are not willing to back up there product or even answer me on ** for days on endThey say someone will contact me, but no one has!

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customers order is delayed due to items being out of stockThe order is expected to ship between 8/and 9/We are unable to cancel the order as it has been sent
to our warehouse to be manufacturedWhen a customer places an order on our website they have a hour window to cancel an order, this information is provided to them when they get their order confirmation emailWe are unable to cancel this orderIf the customer does not wish to keep it they may contact us when they receive to setup a return
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An update on this case
The phone has been received todayThank you very much for the fast shippingIt is appreciated!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***They have reached out to me via email with the following response:
"Hello
***, I'm contacting you regarding your Revdex.com caseI'm sorry to hear about your device and the delay in getting a replacement out to youWe are unable to send your device back to, I apologize for any inconvenienceI have placed an order to ship a device out to youYour order number is ***I will let you know once it ships outIf you have any questions please let me know. Kind Regards,***Motorola Customer CareExecutive Customer Relations Department"
I find that this resolution is satisfactory to meThank you for your help in getting this issue resolved!
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/04/28) */
Contact Name and Title:***
Contact Email: ***@motorola.com
I contacted the customer via e-mail on 4/27/advising him that we have created a new warranty exchange, and upgraded him to a Moto X 1st Generation through Us
Cellular as promised previouslyWe *** update the customer with a tracking number once his replacement has shipped
Contact Email: ***@motorola.com
A new replacement order was processed to send the customer a replacement device for the correct carrierI have contacted our warehouse since we are only waiting for a tracking number to provide since it is awaiting shipmentI have contacted our warehouse to be provided with a tracking numberI *** update the customer once I have this information
Initial Consumer Rebuttal /* (2000, 11, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the Motorola Moto X US Cellular phone that was promised

STAY away from Motorola, there customer service sucks!
To begin with I would like to tell you my story about my Moto that I purchased on day one of it being releaseIt was the best, I was soo happy with my watch and eventually got my friends to purchase themSome of them even purchased more then two
Now lets get back to present dayI was thinking that I was receiving a harmless update for my Moto to improve performance and battery lifeWell I was wrong, I hit the update and my watch started updating and eventually it got stock on the "M" logo for days, Ive done many reboots hoping that I could somehow fix it, but noMy watch has no scratches, never has it been droppedIt doesn't even look like anyone has worn it, that's how good I took care of itWhen I called Motorola to see if there is anything that they can help me with since surely this cant be my fault that the update that Motorola sent out corrupted my watches software and I am no longer able to boot upWhen I spoke to them twice I got the same attitude that they just want me to leave there was no helpno tips or troubleshootingJust give us for the out of warranty fee, why should I pay for something that it was in no way my faultIf you push a update to a watch or a smartphone you expect the device to work after it updatesBut here I am thinking that Motorola did this on purpose so that I would purchase another Moto Well im sorry Motorola you have lost me as a customer, never againI gave you a try and I regret it, I hope who ever is reading this will not make the same mistake I made in trusting a company like this

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey made a one-time exception and replaced the phone.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
(Assuming of course
that they actually ship the replacement product.)
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124961, and find that this resolution
is mostly satisfactory to meHowever, it would not have cost Motorola very much to have said, "Sorry", and that they regretted the scrand would strive to do better in the future on customer service.
Sincerely,
Sheila ***

Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: ***
We will reach out to the customer

Initial Business Response /* (1000, 5, 2015/03/21) */
Contact Name and Title: ***
The customer received a replacement device free of charge on 3/19/Motorola considers this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They have offered to replace it with a different
model headset
Sincerely,
*** ***

Revdex.com:
YOU DON'T EVEN CARE TO OFFER AN APOLOGY? PLEASE UNDERSTAND YOU AND YOUR CUSTOMER SERVICE REPRESENTATIVES ARE ABYSMAL AND
THAT I WASTED MANY HOURS CALLING AND PUTTING TRUST IN YOUR COMPANY TO DO THE RIGHT THING UNDERSTAND THAT THAT TRUST IS GONE AND I WILL NEVER BUY YOUR PRODUCTS AND WILL NEVER RECOMMEND YOUR PRODUCTS TO FRIENDS AND FAMILY THERE IS NOTHING WORSE THAN A CUSTOMER SERVICE REP SAYING'TRUST ME, WE'LL TAKE CARE OF IT' ONLY FOR THEM TO DO NOTHING ABSOLUTELY AWFUL.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***

My Motorola Moto X 2nd Generation, 32GB phone died after months of use, on Jan26, No trauma, no broken screen, just diedAttempted all techniques to revive it from online customer support, and other techniques found online but it did not respond at allBegan process of requesting a replacement phone
JanDay
Called Customer SupportWas told options: Either mail in phone and they'll examine and send new phone if not damaged (cracked screen or water damage) or I could sign up for premium $or $service wherein they would expedite sending me a replacement phone first, then I send in my broken phoneThere would also be a $hold placed on my credit cardI chose thisI am assured they will now ship a new phone to me
weeks later, FebI call Customer Support to inquire about the status of my phoneI am told they are still waiting for the parts(I used Moto Maker for a 32gb phone)
weeks later, FebI call Customer Support for an updateThey again tell me they are waiting for partsI ask to escalateI then request another phone, since they admit the phone is discontinuedI fairly assume there are no parts left for it to be custom built to my original phone specs (Red with white front and red metal trim parts), so I request if they have any plain phones in stockThey do have plain black ones, so I request they send me one of thoseHowever, they are all 16gb, not 32gb as my original phone wasThey offer no recompensation, but do offer to just refund my $fee and take a hold off my credit card, and not send me any phoneI do NOT agree to thisSo I end up accepting their offer to send me the 16gb downgraded phoneThey assure me it will ship that day, and arrive to me in two days, (Friday, Feb19)
Upon not receiving phone on Feb19, I call Customer Support Saturday, FebThey assure me that they will ship it the following Monday or Tuesday (Febor 23rd)
It is now 4am Feb25th and I am waiting until 5am so I can call them again to check status

Motorola will not stand behind the quality of its productsI purchased the Motorola 36S video baby monitor in the fall of In May 2015, the power connection on the parent unit brokeMotorola replaced the monitor with the MBP43PU two-camera video monitorIn the middle of the night on 12/8/16, the same problem happened with the replacement unit -- the power connection on the parent unit failed, so the unit could not be chargedI called the support line at Motorola the next afternoonAfter all troubleshooting tips failed, the customer service representative informed me the company could not replace the unit because it was no longer under warrantyTwo different Motorola baby monitors suffered the exact same problem within two years, and Motorola offered little more than a shrugI researched reviews on ***, *** *** ***, and *** * ** and found multiple customers who reported the same problemBaby monitors are vital -- and expensive -- safety devices for parents, and they need to be dependableI have a 2-year-old who can climb out of his crib, and I have another baby on the wayMotorola ensures "peace of mind" with its baby monitorsThis is simply not the case if the monitors consistently fail within or only a few months after the warranty periodI am very disappointed

I purchased the Moto X second gen phone with insuranceWhen my phone broke and I needed a replacement the first time it was not too complicated, however the second time I needed a replacement they changed the terms without notificationThey asked for a $hold to get to order my phone before returning the broken one, when the last time it was only $That is a huge jump to not notify the customerThen I had issues getting my shipmentThere was a mix up with *** and my phone was returned to Motorola's wearhouse after only attempting one delivery to meWhen I tried to locate my phone and have it reshipped no one seemed to know what to doI was informed Motorola and there wearhouse basically don't communicateOn top of that the wearhouse is not reachable by phone to locate my packageI have now been waiting a month for my replacement phone with still no answer, only back and forth conversations with unknowledgable customer service reps and even emailing the CEO, who also responded twice with I am still waiting for a solutionIf I ever receive my phone I will be in shockAt this point I am looking into filing a complaint and taking legal action for not honoring there contract

This story is a doozy I was on the way to Denver on a trip when the lcd decided not to work, no cracks to the screen I ordered a replacement sent ahead of me to a friend's house in Denver hundreds of miles away I then decided that I would not follow through on the trip and return home to Wisconsin due to the uncertainty of when I could get it To be sure, I called them and asked if I could cancel my order They said it wasn't shipped yet and it wouldn't be a problem The next day, I looked to see the order was active I called again to see why it wasn't cancelled They said it had not been processed yet but they had my request The following day I seen it was still active I called a third time and was once again told my cancellation request had been received and granted but still in process The next day I received notice that my phone would be shipped the next day by Fedex with a tracking number I called a 4th time only to be told I received that in error and that the order was indeed cancelled A few days later I was told the item was delivered at a friend's in Denver while now at this time I was in Wisconsin miles away They told me I needed to send the broken one or face a $fee I called them and asked why it had not been cancelled the first times, and was told they sent it in error I was then directed to shipping department, the repair department, and whatever other department they have to tell the story over and over On one call, the operator told me the call was cut off twice so that I would have to tell the whole story over again, the same operator each time and the last time he was laughing at me when I was telling him this In desperation, I told my friend to take it back to Fedex and refuse it He did, and they received the phone back according to their tracking number signed for by a representative of the company The same day, I received notice that they had not received my phone A week and a half passed and was given notice I would be charged the $for not returning the broken phone when they already gotten back the one they weren't supposed to ship out, that same phone for which they are charging me $for So in short, I am out $520, have nothing to show for it while they have my $and also my new phone unless a worker kept it for himself because it was never processed I am not exaggerating that it is not even closeby far worst customer experience I ever had Hours and hours of my life are lost talking on the phone, $bill with nothing to show for it, stay away from Motorola and buy a Samsung If all customer service with companies were like this, it would make me want to kill myself You could not pay me to take a Motorola phone now

I purchased a Moto from Motorola a little over a year ago as of today (12/8/2015)Unfortunately, the first generation Moto suffers from a known defect where for some devices the back develops cracks through nothing more than useI noticed this a few weeks ago and as the year warranty was nearly up decided to take them up on replacing the deviceThis is unfortunately where my poor experience with Motorola beginsNovember 29th: Still within warrantyI attempt to use Motorola's website to request a warranty replacementAt the step where I need to enter the serial number the page POSTs but goes no further*** *** *** and Edge all show the same behaviorDecide to see if I can take care of the warranty process through chat supportThe support agent takes my serial number and tells me she will send me an email asking for picturesThis comes through promptly and I provide the picturesDecember 1st: Still within warrantySupport replies via email telling me they can replace the deviceAsks for what type of exchange I would likeDecember 2nd: Day warranty expiresSupport replies via email asking for address and phone numberUnfortunately I am busy and unable to respondDecember 3rd: Now out of warrantyI reply with requested informationTold to contact via chat to proceedDecember 4th: Contact via chatTold to call their replacement services to proceedCall and told over the phone that the device is now out of warranty and that the order was never put in so I now have to pay an out of warranty feeI speak to a supervisor and am told by the supervisor there is nothing they can doIt is at this point that I am baffled by Motorola's business policyIn the strict sense the watch was indeed out of warranty from a system standpoint but I had contacted support to try and exercise my warranty before the expiration dateThe reason this process became difficult in the first place was because Motorola's site wasn't functioning correctly and then in the process of working with support I'm effectively told "Well, this took too long and now you need to pay a fee for our bureaucracy." This is not what a company that puts its customers first does although apparently Motorola doesn't care to be seen as such a company which is fineI simply may not purchase or recommend their products again

In March I purchased a Motorola Moto X at the advise of the sales rep I told him what I wanted in a phone and that I took and sent a lot of pictures, picture messages, text and videos and he said the Moto X was the one for me After purchasing I worked with the phone for several weeks trying to get it to send multiple pictures in a message and could not get it to work I finally called Motorola only to find out that you could NOT send more than picture per message, therefore would have to send multiple messages with separate pictures Videos were another problem, you can't just take a video and send it You have go into the messages, go to videos and then send message individually Poor volume alsoMy previous Droid could do all of this in a single step and that is what I was used to and wanted Motorola customer service said they were sorry this just wasn't available on the phone and I was just stuck with it until my contract was up In this day of sending pictures, it is crazy to only be able to send one picture at a timeThis phone was very expensive and this is the worst phone I have ever had I was just going to let it go but saw an ad about how great this phone was and felt that I needed to let everyone know how bad this phone really wasI have had dozens of Motorola phones and always like them.....until now Warning: Company will not help you and Not worth the money

Business Response /* (1000, 15, 2014/11/03) */
Contact Name and Title:***
This complaint is for a different Motorola entity, Motorola Solutions, and has been forwarded to them for resolution
Business Response /* (1000, 19, 2014/11/11) */
We reviewed the case and the case
handled according to our warranty guidelinesThe SBWarranty Card (see attachment) states that "If you purchased this Product directly from Motorola or from an authorized Motorola retail reseller, Motorola warrants to you, the original end user customer" and "If you did not purchase this Product directly from Motorola or from a Motorola authorized retail reseller, Motorola does not warrant this Product to you, the end-user."
After our investigation, the customer's unit did not meet the warranty guidelineThe customer's receipt shows that the modem was not purchased from authorized Motorola reseller***, instead it was purchased from Great Deals 101,*** marketplace reseller (see attachment*** Receipt)We searched the serial number of the customer's SBmodem in our system and it shows the SBmodem shipped to a service provider on June 13, 2008, warranty expired on June 23, (see attachment SBSearch)
Per customer satisfaction, we are more than happy to go outside of our replacement policy and offer a replacement in good faith by providing a shipping label to receive return unitA replacement modem will be shipped upon receiving the return unit
Business Response /* (1000, 15, 2014/11/03) */
Contact Name and Title: ***
This complaint is for a different Motorola entity, Motorola Solutions, and has been forwarded to them for resolution
Business Response /* (1000, 19, 2014/11/11) */
We reviewed the case and the case handled according to our warranty guidelinesThe SBWarranty Card (see attachment) states that "If you purchased this Product directly from Motorola or from an authorized Motorola retail reseller, Motorola warrants to you, the original end user customer" and "If you did not purchase this Product directly from Motorola or from a Motorola authorized retail reseller, Motorola does not warrant this Product to you, the end-user."
After our investigation, the customer's unit did not meet the warranty guidelineThe customer's receipt shows that the modem was not purchased from authorized Motorola reseller Amazon, instead it was purchased from Great Deals 101, Amazon marketplace reseller (see attachment*** Receipt)We searched the serial number of the customer's SBmodem in our system and it shows the SBmodem shipped to a service provider on June 13, 2008, warranty expired on June 23, (see attachment SBSearch)
Per customer satisfaction, we are more than happy to go outside of our replacement policy and offer a replacement in good faith by providing a shipping label to receive return unitA replacement modem will be shipped upon receiving the return unit

My Mother bought a Motorola Moto-X and bought the yr warranty with itIt has been about months later and her phone diesI call Motorola for her and file a repair claim using the Advanced Repair Exchange, where Motorola sends a phone to mom and she sends hers backShe has to pay a security hold of $which she will get back after motorola receives her broken phone
I call and make the claim on the 15th of February and they said that the exchange phone would be here in 3-business daysIt is now the 11th of March and still nothing has comeI have been on the phone with them multiple times and have chatted with their service team on the computer and no one will help
Tonight, the 11th of March I was on the computer chatting them trying to find a resolution and they disconnected right in the middle of the conversation
My Mother has been waiting for almost an entire MONTH!!!
This is Horrible Customer Service
Don't anyone buy a Motorola Phone, their costumer service is atrocious