Motorola Mobility

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

Initial Business Response /* (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 /* (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 $70.

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
We [redacted] be reaching out to the customer to resolve.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)

This issue has been resolved.  Thank you.
Revdex.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]

On January 5, 2016 I shipped my Moto X Pure edition to Motorola for repairs. My screen stopped working due to a mechanical failure. One 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, 2016. The following week (January 18, 2016) I have not received an update or tracking number, so I called again. The representative now said they are unable to repair my device and are building me a replacement and it will take another 3-5 business days. Now it's January 25, 2016, it's been a full 20 days without my device. I would expect this type of service from a third party vendor, not the manufacturer of my device.

Initial Business Response /* (1000, 6, 2014/07/31) */
Contact Name and Title: [redacted]
This issue has been resolved. The customer is being given $100 off of his new order that was placed yesterday. The refund has also been processed.

Please read / share and comment:
I purchased a MotoX Pure Edition from [redacted]. When I did I wisely purchased the Motorola protection plan. Unfortunately, I dropped my phone and shattered the screen on the 28th of August. I went online and started the repair process with my [redacted] debit card. Motorola received payment authorization from my bank. On the 1st of September I received an email from Motorola stating that they needed me to provide a different credit card for the $49.00 deductible. I called on the 2nd and gave them the number again. Motorola then tells me that the card didn't go through. Of course I call the bank to find out why. The bank representative tells me that he sees the authorization for the payment for the 28th and the 2nd. He also agrees to say on the line with me to call Motorola and fix the issue. I won't go into the all the detail of the 45 minute phone call, but here are the bullets
- Motorola will not accept the payment that I sent
- I must wait an addition 24 - 72 business hours before they clear this request from the system and then I will have to try again
- They will not be able to honor the purchased warranty because of their system and I should just wait
- If and when they fix the issue I will get a label to send my phone, and then I can wait another 5 -7 working days before I get my phone back (5 day without a phone and another 6 - 10 to go)
- When I asked about a loaner phone I was told that they do not have loaner phones (Advance Exchange Program offered on the site)
- When I stated my frustration I was told "We are sorry, but even though this is completely our fault, we will not wave the deductible, and you have to wait until we send you an email to submit your repair request again with a different method of payment.
I had been happy with Motorola up to this point, but now I have to recommend against the company, but if you have to buy from them, do not get the protection plan. Take it for someone who feels completely cheated.

Initial Business Response /* (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 /* (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 REPLACEMENT. I paid $425 for this phone, the software crashed.. It's their job to help me, the customer, replace my custom Moto x
Final Business Response /* (4000, 10, 2015/04/20) */
The customer was provided a redemption pin to customize a brand new Moto X 2nd Generation on 4/20/2015

Initial Business Response /* (1000, 5, 2014/03/07) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
We [redacted] be reaching out the customer to resolve on our end.
Final Consumer Response /* (2000, 7, 2014/03/12) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

My cellphone stopped booting up despite no changes ever made on it. I 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 warning. I have never in my life experienced the absolute rudeness I have experienced from Motorola and it's employees. I will never ever buy a Motorola product again, and I will prevent anyone I ever see or know from doing so as well. This 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 way. I've been on support for 2+ hours today already and still no one will help me.

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 /* (1000, 5, 2015/07/01) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
This customer dealt with our Executive Customer Relations Department in December of 2013. The customer was provided with a 1st Gen Moto X at this time.
The customer...

reached out to an employee who is no longer with the Executive Customer Relations Department in January of 2015, this person did not reply to the customer. The customer then contacted this employee on June 17, 2015 both times stating they were having problems with the phone.
When the customer contacted us in January 2015 they were no longer in warranty, the warranty period on their device IMEI XXXXXXXXXXXXXXX ended in December of 2014.
The customer wants to process a replacement as if the device is covered under the 1 year warranty period. The customer is out of warranty and has been since his contact in January. If the customer wishes to process a replacement on this device the out of warranty fee [redacted] apply. We consider this resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Motorola Mobility within my warranty period about problems with my phone. they were not able to solve the issue with my phone and wanted to charge me to fix it within warranty period. this is known problem with Motorola Mobility as noted by their customer complaints on Facebook. Even if phone is within warranty the company charges $100 plus shipping to repair their phones. I want free replacement for my phone.
Final Consumer Response /* (2000, 22, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I found solution online to fix problem with phone. now phone is working. close case.
Final Business Response /* (4000, 20, 2015/07/23) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
The customer did contact our technical support within the warranty, however the customer was told to call in and did not contact us back until June 2015 when the warranty was no longer valid. If the customer chooses to process a replacement the out of warranty fee [redacted] apply. If the customer does not wish to proceed with a replacement we consider this resolved.

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 [redacted]

I had to get my Motorola phone repaired so I called the customer service number. From a simple request, my phone call(s) turned an hour-long nightmare.
This was my first time calling the 1-800 number. I first called around 3:30pm MDT. After giving my name to the gentleman, the call was disconnected. Bad luck, or so I thought. I called again, this time I gave my name and phone number to assuming another gentleman, but I could hear other people talking loudly. Immediately I heard some loud music then another individual, this time a lady, answered and asked me my name. I 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 4 times, so total 6, not a single time didn't I ask politely. Yet 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 costumer. Then I requested to speak to a supervisor but she refused, again laughing/giggling.
Eventually I lost my cool and told her that I didn't need to hear her voice again and I had to speak a supervisor. After another 2 minutes of struggle, she transferred my call. Now 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 trouble.
The 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 department.
When 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 does. However 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 purchase. While I was expressing my concern, the phone call conveniently dropped. Let 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 lines.
I had to call again. This time another gentleman answered the call. He asked me my name. I 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 name. I wasn't upset at all because I know sometimes you are just on autopilot. This 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 today. So I told him with exact quote "hey, I haven't finished my line yet" once he's done talking. Well, 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 off.
So here it goes, Motorola, and anyone who cares. This company has very unprofessional costumer service employees. They 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 else. Motorola doesn't bother to be true to its customer. It doesn't even bother to make sure all its employees are half-decent.

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

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

Better...

Business Bureau:
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 again. I contacted them to repair my 7 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 half. I was called a liar and not taken seriously. Their customer service reps need far more training and the company as a whole needs a complete overhaul. I 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]

I bought the Moto360 smartwatch due to its design aesthetics. It looked better than all the others and Motorola typically has good products. In the year that I've owned the watch it has broken truce with the same issue, a serious design flaw. The metal band and metal pin holding the band to the watch are secured by a plastic retainer which fails when any pressure from movement of the wrist. On November 23, 2015 I contacted Motorola for priority replacement where they mail me a replacement device and then I return the defective device, for a fee of course. The email states the priority device would ship within 4 business days. Today is December 11, 2015 and still the device hasn't shipped. So much for priority. They have offered alternate device colors than the one I purchased which is unacceptable. They state they will replace it when they have some in stock with no time frame to completion. They will not consider just repairing mine to replace it. I would be content with a like replacement in the new model, as long as it's the same color with the metal band. We are at an impasse where they will not honor their warranty because they do not have the product to provide a replacement.

Woe be unto you who try Motorola Repair service. I sent in a phone for repair. When I made arrangements they said five days. Just under three weeks later and note, zero, nada has happened. When monitoring the activity on my phone they note it was received 25 January. [redacted] notes they received it 20 Jan. I have done on-line chats with representatives in the Philippines, they know nothing about the status. The send me to repairs in Fort Worth Texas, which I now believe is some site in Mexico as absolutely every person I have spoken to there has issues with or speaks English poorly. I have almost broken into my Spanish just to get things clear. Every time I have contacted them I have gotten incomplete or different information. So much so, that I have begun to wonder if this is a finely tuned fraud operation. After the fourth call in 15 days, I was told they did not have the part to repair the phone. No date was given when they would have the part. No offer to provide a loaner phone given that so they could sit on my existing phone, no offer =of any compensation or remediation was made. As a person working in customer service on a daily basis this has been the absolute worst experience I have had. While I love the specs, capability and pricing on the phone, it has gotten to the point that I would not recommend Motorola.
I should also note, that I requested a customized pure edition. It was mostly done but not completely. Another annoyance and frustration with the ability of Motorola to fulfill orders and meet expectations.
Finally, they continually suggested I call them. what part of "you have my phone" did they not understand. In the online chat help I repeatedly request an email address so as to be able to establish communication to resolve the issue which the chat folks were unable to to. The repair services only communicate via telephone. Totally inappropriate wrt to modern communications.

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motrola.com
The customers order shipped out yesterday, 8/14/15 via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrow. We consider this resolved....


Initial Consumer Rebuttal /* (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 .