Motorola Mobility

Initial Business Response /* (1000, 5, 2015/04/09) */
Contact Name and Title:***
Contact Email:***
I have reached out to the customer to offer upgrade options due to circumstances
Final Business Response /* (1000, 8, 2015/04/16) */
Customer was provided
redemption pin to customize new Moto X 2nd Generation via Motorola's website

Initial Business Response /* (1000, 5, 2014/05/29) */
Contact Name and Title: ***
Contact Email: ***
We are reaching out to the customer to resolve on our end
Initial Consumer Rebuttal /* (2000, 7, 2014/06/01) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Assuming that the company does resolve on their endThey have said I will receive the gift card within daysWill reopen if it had not happened

Initial Business Response /* (1000, 5, 2015/01/13) */
Contact Name and Title:***
We will reach out to the customer

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
But only
barely, as I would have preferred a refund to a replacement since I have little faith that the replacement will work without issue, and I dread having to deal with either Motorola Repair, or Customer Service ever againMotorola did only the bare minimum for me - provided me with a working phone in new condition, weeks after I bought the original phone and weeks after I first had to return it for repairThey agreed to replace the phone only after numerous phone calls, chat sessions, trips to my local FedEx office, and a formal complaint to the Revdex.comAnd when I asked that they send the replacement without delay instead of making me return my damaged phone first, they would only do so if I provided a credit card for a deposit, which I found insulting under the circumstances
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/12/09) */
Contact Name and Title:***We will reach out to the customer

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The customer chatted with us on 3/and set up a Return and ExchangeThe customer was told that we would provide him with a prepaid return label and a boxThis was a
mistake on our end as we do not provide packagingThe customer can to go Fed Ex and provide them with the prepaid label and they *** provide the customer with free packaging to return their device
The customer's Return and Exchange has been closed due to the device not being returned within daysIf the customer would like to process another replacement they may contact customer service at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** not accept this option at this time it was not my fault you guys have made a mistake and told me a lie not once but times as my second chat with you guys told me again you would send a box and now I have waited months and had to call in and be treated horribly by the customer service phone number you are asking me to callI would like a overnight label sent to me to return the phone and my replacement also overnighted to me for your lies and inconvenience of having to contact you yet again after you hung up on me
Final Consumer Response /* (2000, 18, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept I have a working phone but I am still disgusted with the lies of customer service and the lack of help to get the issue resolved and the loss of a month worth of my cell service
Final Business Response /* (4000, 16, 2015/07/21) */
I worked on the case with *** WallaceAfter reviewing the customers case history he did call in on 7/9/and processed and new exchange with usA replacement device was shipped to the customer via Fed Ex tracking number XXXXXXXXXXXX and delivered on 7/15/
Thank you,
***

Contact Name and Title: ***
Contact Email: ***
The customer's replacement device was delivered on Friday 10/at 2:pmThe customer was provided a certified like new replacement device of the same model
We are not in the position to provide the customer
with any additional compensationOur warranty does state that the warranty is only valid in the country in which the device is purchasedSince the customer chose to purchase the device in the United States, any repairs or replacements must be processed through the United States
The customer chose to select our Repair and Return optionWith this option the customer is required to send their device to Motorola before the device can be repairedIf the device is unable to be repaired a certified like new replacement device of the same model will then be shipped to the customerThe customer had the option of selecting our Secure Advance Exchange instead of the Repair and ReturnWith the Secure Advance Exchange the customer would have been shipped a certified like new replacement device of the same model prior to having to return his deviceThis would have allowed the customer to keep his current phone will waiting for his replacementHowever, the customer chose to select the other option
Motorola considers this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11155527, and find that this resolution is satisfactory to meHowever, the claim by Motorola regarding a day limit is not relevant since this is a case of defective merchandise that never performed as
advertised - a phone that did not workIn any case I did return the phone in a timely manner, and also requested refund on the 2nd defective phone in
a timely manner - within days of receiptAccording to state law, it is unlawful for a retailer to sell an item like a phone "as is" and set a brief limit on returns
if the item is defectiveI filed with Revdex.com after Motorola refused to honor this and stated an intent to charge my card again and send the phone back to meThank you for helping to reach this resolution
Sincerely,
Rachel ***

Initial Business Response /* (1000, 5, 2014/07/29) */
Contact Name and Title:***
We will reach out to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11125242, and find that this
resolution is satisfactory to me
In the future I'd hope you avoid such need for third-parties and simply honor your commitments
Sincerely,
Todd ***

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. A replacement phone is now being sent to me.  
It is unfortunate how much effort and time on my part was required to get a timely replacement to my phone. Motorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting.
Sincerely,
[redacted]

Both charges were finally reimbursed by Motorola.  THANK YOU so much for resolving this issue for me!
 
[redacted]

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 st. Now 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]

Motorola used to be a great company with an excellent product and outstanding customer service. They were acquired by Leveno a year ago. Since then they have been on a major downhill slide. Customer service is now non-existent. I ordered a phone 10 days ago and was told it would be delivered today. Today came, no phone. Order number link doesn't work. Customer service changes story and does nothing to actually resolve problem. They are very good at saying "I'm sorry,: but do nothing to fix anything. After going thru voice mail [redacted] and being transferred multiple times, it turns out that my phone was given to [redacted] today. It was manufactured in China, and shipping from there on the slow boat. Since they were responsible for the delay, I would expect expedited shipping or something. But no, they didn't even tell me there was a delay until I contacted them. Unless you enjoy aggravation don't purchase a Motorola phone. We had been happy customers for years, but I guess customer loyalty means crap to them.

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 was contacted by a motorola employee who took care of the...

problems. Thank you [redacted] from the executive customer relations department for the prompt customer service and resolution.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/05/05) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
We are reaching out to the customer to resolve.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I finally receive a response in writing about what has occurred. Thank you for contacting me I am at work and could not take your call directly.
Instead of a discount code for a developer edition moto X, may I suggest:
Instead of mailing out a refund could I replace my 32GB Verizon Moto X with the Verizon Moto X Developer Edition? A one to one swap of the phone I currently have and **no** check/refund.
This would be a fair compromise for the time I have waited (5 months) to get my refund.
Thanks.
Final Business Response /* (4000, 9, 2014/05/06) */
We are sending the customer a new phone for free, in place of the refund.
Final Consumer Response /* (450, 10, 2014/05/06) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Motorola has agreed to send a new Verizon Moto X Developer Edition free of charge as they could not process the refund. This solution was satisfactory.
The order confirmation number is:[redacted]
Phone will be sent once in stock ASAP.

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 10 days I have spent over 3.5 hours on the phone with 10 different associates across 3 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.

3 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.

Worst product and customer experience EVER. Bought a Moto X Pure edition as a new year gift for my wife and received a defective device which was replaced. But the replacement does not even detect the sim. Requested for a refund this time around, but was denied as it was past original 30days, so asked for a replacement instead. Did not receive the replacement phone for the next 1 month and was charged $270 extra though motorola did not send the phone! Waited for a month to refund the security deposit and had to call the customer service again. The 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 policy... I understand no refunds, but guess it's the company policy to sell untested bad products and make customers miserable!

They replaced a manufacturers warranty on my watch because the back started cracking (not possible from being dropped or bumped). Upon agreeing that it was covered by warranty, they sent me a new, watch. I had pictures to support this.

The replacement turned on once for about 13 hours, then would not turn on.

I sent the replacement back, explaining, and they told me that it had water damage. Upon spending over 4 hours talking with representatives and their superiors, I was told that they would not replace the broken watch they had given me.

This would be one thing if they told me at first, but they seemed to purposely put me on hold over and over and tried to lie so that I could not speak to a manager.

It was the single most infuriating experience I have had in years.

The watch itself wasn't bad before all of this, hence the rating of a 1 rather than 0.

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 hold. They give the answer that it will take 48 hours and yet that is a dumb lie. If you buy the product it may ship from China which is stupid to begin with. I been waiting for the product for 9 days already and called 4 times to realize that they have been lying to me all this time and it has not been shipped. When 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 3 to 4 weeks or more, which is extremely dumb of them. Don'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.