Motorola Mobility

Early September 2015 I had to send in my Moto X second generation for a repair as the ohone stopped working. I set up a claim and they sent me a refurbished device except the earpiece fell right off of the phone. I again set up a return on 9/17/2015 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 9/21/2015 to ask where the code was...the informed me they were out of stock. So they would send me a refurbished device. Phone was never sent so I called back and was told they were out of stock but now they had X-Codes available, 9/29/2015. Called back today 9/30/2015 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.

Initial Business Response /* (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 device. The equivalent of the Droid Turbo would be the Droid Turbo as it is still being manufactured. Our 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 /* (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 difficult. Asking to have the Turbo replaced with the Nexus device is not an upgrade. It is to compensate for Motorola's complete inability to properly update a device that is being illegally advertised as having the Lollipop Update. This is considered deceptive business practices and deceiving advertising. Furthermore, 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 February. Motorola is the reason the device has issues and Motorola is the reason the device is not currently being upgraded. As I said to Ashley before, Motorola is being incredibly rude and arrogant regarding this device replacement. The Nexus device is a comparable replacement. Companies that actually have decent customer service make exceptions to their policies. In this case, Motorola is at fault. This matter is not resolved and should not be treated as such.
Final Business Response /* (4000, 9, 2015/06/23) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer contacted us and set up an exchange. We are sending the customer Red Droid Turbo. We consider this resolved.
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: [redacted]
The customer was charged $107 because her device has physical damage. We will not be refunding the $107 fee. The customer was provided a code for an upgraded device and has received her replacement....

Motorola considers this matter resolved.
Initial Consumer Rebuttal /* (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 fault. Motorola advised me that my phone would be replaced at no charge to my account. The replacement was supposed to be free due to over 25 phone calls to Motorola in an attempt to get the issue resolved. Motorola took over 2 months to replace my phone. The initial agreement was that my phone would be replaced within 4 days of receiving my damaged device. This simply did not happen. I was told my account would not be charged by 2 different Motorola representatives with the repair escalation team. Their names were [redacted] and [redacted]. Motorola should stand behind what their representatives state to their customers.
Final Consumer Response /* (4200, 11, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was simply lied to by Motorola. I spent countless hours of my time on the phone with them and two months without a phone being provided. An upgraded version of my phone does not compensate the lies and aggravation I experienced from Motorola. I had no problem paying the money at first. I was told by 2 Motorola escalation repair team members that I would not be charged and then my account got charged when I wasn't expecting it. Again 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 /* (4000, 13, 2015/03/05) */
We will reach out to the customer to offer additional options.

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.omc
The customer contacted us on 9/24/15 to cancel the order. The order has been cancelled. We consider this resolved.
Initial Consumer Rebuttal /* (2000, 7,...

2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer was refunded $415.99 on October 7. It can take 3-5 business days to reflect back in the customer's account. We are processing the refund for the remaining...

$14 and the customer [redacted] see this reflect back in their account within 7-10 business days.
Initial Consumer Rebuttal /* (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 13-15 business days for a refund is absolutely ridiculous at least I [redacted] finally get my money back.

My phone was broken so I used the Advanced Exchange Plan. This is what was described in the plan: "We will ship you a replacement device to keep, within 4 business days, Mon - Fri."
I initiated this plan Feb 15th. Yet no phone has been sent. Nothing has been done. People on the phone are very nice, however they can not do anything to help me get my phone back. The customer service representatives politely say they will help. However, they do not make good on their promises. When I ask why they could not meet their "4 business days" promise, they cite "technical difficulties". However they are unable to describe what this means. It has been over one month and no action has been taken on this claim. If this is not resolved I could resolve this with either a Congregational Inquiry or through small claims court. I do like my phone and would like to resolve it through Motorola.

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 me.
However, this business needs to seriously review their customer service practices. After multiple calls and emails this is the first and only time I have received this explanation. After 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 [redacted]

This company has by far the WORST customer support I have EVER had to deal with. Nobody knows their job let alone the products themselves.
This all started when I went to purchase their new phone the [redacted] [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 front. The site asked for my credit card information which I provided. When I went to do the check the site clearly stated "Your card WILL NOT be charged today!" Written just like that. I clicked on the continue button and lone behold they charged my credit card over $500. I immediately called the support team and they stated they couldn't do anything until the phone was delivered. I decided to keep the phone after trying to fight with them for 3 weeks on providing me a refund which they refused to give.
The device ended up being dropped and the screen cracked. I called support again to get the phone sent off for repair. It took another 2-3 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 system. I was hung up on 6 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 it. I ended up having to wait an additional 24 hours before I could call back to get the process started to even send the phone in. After 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 phone. Problem with this is their system doesn't provide you any type of information other than the status showing open. I've called support now 5 additional times to be provided no further information from first or second level support. The 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 see. You have to wait on the phone for level 2 just to go through steps 1-whatever all over again. They have had my phone now for almost 3 business weeks which according to 1 agent, I should receive my device within 7-10 business days. Still don't have it.
Was just now on the phone with the team and after waiting on the phone for 20 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 update. Unreal.....

Revdex.com:
I have reviewed the response, and as long as the refund is processed, I accept the business' reply. The business should also know that their repair...

staff has given me more misinformation about my phone today, as it still has not even started the repair process despite the fact that they have had it for 8 days.
Sincerely,
[redacted]

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 damaged. It then took over an hour of raised blood pressure and arguing with Motorola customer support to get reimbursed for a new phone. Which I didn't get fully reimbursed for. Ever since Motorola got sold to a Chinese company the quality and customer service has gone down hill. I've always liked the specs and design of the Moto X but this will definitely be the last time I purchase one. It's not worth the headache.

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

The customer states a dispute was filed with their financial institution,  and that they have already refunded the customer for the purchase price. Due to the fact that the financial institution refunded the customer for the purchase price we are not in the position to refund the customer....

The customer is also outside of our 14 day return policy which can be found at the below link. When placing an order with us the customer has to agree to our Terms of Sale before checking out. Included in the Terms of Sale is our return policy. We will also not be sending the device back to the customer as they have been refunded by their financial institution. We consider this resolved. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola...⇄

Motorola sold me a phone ([redacted] 6) in February 2015 and delivered a lesser version than what I ordered, the 32GB one, rather than the 64GB one. I didn't realize this until it ran out of storage capacity about 11 months after purchase, in January of 2016. When I contacted them about it, I was assured that while it had been too long for a return or exchange, I should have no trouble getting a refund of the difference in price, but due to the timeframe, it would have to be escalated.
They collected device information from me on multiple occasions in order to confirm I didn't get what I ordered, and several times after not hearing back, I was told by support representatives that they personally would contact me later that day. Every time I was told that, I did not hear back for over a week. Additionally, links they emailed me that were supposed to allow me to view and update information about this case led me only to the (incorrect) support website.
This case was kicked down the road for nearly two months, at which point they told me they could no longer access payment records, because they were over 12 months old, and would not be issuing a refund. Conveniently for Motorola Mobility, 365 days from purchase is also the Revdex.com limit on filing a complaint.
This seems like fraud to me; they gave me something other than that for which I paid, and then, when I tried to resolve this amicably through their channels, they deliberately pushed my request off until it was beyond a serviceable period since my purchase.
My last contact with them called this buyer's remorse, which is wasn't; it was a valid expectation to get that for which I paid. But one thing is certain: I have buyer's remorse now, and you should save yourself some buyer's remorse by staying away from Motorola products.

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: Ashley
Contact Email: [redacted]
We are sending the customer a replacement Moto 360 today via Fed Ex tracking number [redacted] We consider this resolved.
Initial Consumer Rebuttal /*...

(2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Motorola Mobility response in regards to the problem mentioned earlier. But I will not risk getting in trouble sending the refurbished watch back due to the fact the item leaks electrolytic material substance from battery which is considered hazardous by any shipping means. If you are willing to have someone pick up the item in Los Angeles, California I am willing to give back. But thanks Again Motorola.

[A default letter is provided here which indicates your acceptance of Mediation. If 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]

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 11 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 Repair.
Thank you so much for such a positive experience!

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/2015 per his request. Due to this fact, we are unable to...

provide the customer with a code. I have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelled. He [redacted] have access to these funds in 3-5 business days.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not satisfy any portion of my requested resolution. I cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctly. In fact just this afternoon 5/4/2015 I received an email saying my Xcode was now ready when on 4/30/2015 I got an email confirmation that the process was cancelled and my refund was set in motion. So clearly there is yet another disonnect between what was done (or not done) vs. what I was told would be done.
That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen 2. I have used that code and placed my order. If the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together [redacted] result in the outcome I was requesting. At that point I [redacted] seek advice from the Revdex.com on how I should treat my case since it [redacted] have been resolved, but not through any intentional action based on this complaint. It [redacted] have been resolved through the disconnect in the treatment of my original warranty request.
Final Business Response /* (4000, 18, 2015/05/14) */
The customer's exchange order is closed, and his authorization hold has been reversed. I sent him a confirmation e-mail today, 5/14/2015 advising him of this.
Final Consumer Response /* (2000, 20, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have sought guidance from the Revdex.com on the issue of the terms being met, not by Revdex.com process, but likely through mishandling of the original case. I so far have not received any guidance and so am going to accept this final response and move on. Motorla did in the end fufill the stipulations I set forth.
I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awful. The mis-handling of this Revdex.com case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worse. It was not just timing and confusion (like I believe is the scenerio in this Revdex.com case) that led to mis information. I was repeatedly told blatantly incorrect things that were never even remotely accurate. It was also left virtaully 100% up to me to follow up to keep chasing down the issue.
If you read many of the other complaints on this site you [redacted] find similar stories about mis treatment by the REST team. I urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customers. They surely have lost me as a customer.

Motorola scammed $546 from me for a returned device! Here's the story.
I initially purchased a Moto X from an [redacted] store, and later the device became defective after an android update. In 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 refund. I 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 refund. But on 4/28/2015, more than a month later, I got another email saying the package they received was empty. So they refused the refund, and suggested to file a claim with [redacted] who delivered the package. Of course [redacted] declined it since there was no proof they lost the content when they delivered the package more than a month ago.
From then on, I had to call Motorola customer service numerous times to get an answer. Today (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 devices. But the truth is I have already switched from [redacted] so the customer account is meaningless.
So 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 friends. It 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 /* (1000, 5, 2014/10/07) */
Contact Name and Title:[redacted]
We will reach out to the customer.

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 fee. I 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]