Motorola Mobility

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.
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Motorola Customer Care [Incident: [redacted]]
Sincerely,
[redacted]

Initial Business Response /* (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 /* (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 accept. I 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 delays. My device has now been shipped and [redacted] be delivered this week.

Initial Business Response /* (1000, 5, 2015/03/12) */
Contact Name and Title:[redacted]
Contact Email:[redacted]
We are directing this to the correct location and will be reaching out to the customer.

I was told on September 30th that I would have a replacement phone in 3-5 business days, plus I paid $99.00 for this service. Till date I still don't have my replacement. The first car stated today that he would send an email to ? To see what was going on. He didn't do that. The second car stated that he would get me a replacement within 48-72 hours. This is not acceptable. Been holding for a mgr to get on phone, still waiting!!

False advertising. I purchased the Motorola X Pure Edition, which according to their website is a current 2015 edition, but they sent me a Motorola X 2nd Gen Pure edition, they are saying because I ordered on Cyber Monday that this phone was the one on sale and is the phone I chose, till this day I still don't see a 2nd Gen Motorola X Pure edition on their website or any type of marketing for it, I feel it was very misleading. I will however say that they have a generous return policy and I do have within 14 days to return it, just be careful when ordering or call/chat with someone and make sure you are getting the current model and not the last model.

Motorola is HORRIBLE! I purchased my Motorola Luge off the [redacted] website, Ive had it almost a year, the warranty is up mid-April. Well, a few weeks ago, all these boxes kept popping up, out of nowhere, didnt even use the phone for an hour. I called Motorola, "oh we can replace it, ill email you the shipping label"..GREAT, RIGHT? WELL, they got my phone and now its, oh the phone is obsolete, send us a proof of purchase and well still honor the 1 year warranty....I forwarded the WHOLE email I got from the HEAD OF [redacted] CORE DEPT, AND THEY WONT VALIDATE IT, BECAUSE ITS NOT A SCREENSHOT FROM MY PHONE? I cant get ahold of anyone who will help. repair escalation said his supervisor would call me in 24-48 hours...never happened. So now, motorola has my phone still, and in a matter of days that it took for them to receive my phone, they cant do nothing. they said to go purchase a new one!!! I will NEVER buy another Motorola device again

Complaint: [redacted]
I am rejecting this response because:these clowns...

at no point contacted me..not by phone or email.  They do not follow their own posted processes and provided no customer services at all.  Yes I did finally receive my refund...after fighting for over a month and fileing 2 Revdex.com complaints...with was the only way I got any assistance at all.  I am offended by their crap response they sent thru you and would really love to class action sue Motorola.  I would like this issue and case to be posted all over Motorola consumer rating to try to save thousands of other consumers this anger and frustration.   Motorolas actions have been nothing but negligent.  Their business practices should be criminal.  I will never drop any case I have against Motorola.  I did not even receive any apology for the month and a half of frustration I experienced... For their negligent error.
Sincerely,
Timothy [redacted]

Worst phones ever!!!! The 4gs glitch so much! I go hours without using it because it freaks out!!!! And worst of all the place I bought it from said oh we can't do anything about it!!!! I've done the factory reset 4 times and same thing happens over and over. I waisted 600 on buying 3 phones from you guys worst thing I've ever done.

Motorola charged me $25 processing fee to correct their confirmed mistake of sending me a broken phone (the earpiece didn't work). This is unethical and opportunistic behavior. They used to be world class.

I bought a [redacted] heart rate monitor a year a half ago for $300. It started malfunctioning and I called the repair number that was listed in the manual. I was told that since it was over a year old that I couldn't get it repaired even thou I was willing to pay for it. Why have a repair number if it will not be processed. The rep recommended that I take it to a cell phone place and they could exchange the battery. I looked and the manual stats that doing this can damage the unit! Why would they recommend something that could damage it further instead of repairing it. Will never buy or recommend a motorola product again!

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 it. Motorola's resolution was to replace my phone with a different design that does NOT include the exclusive features of my original model. It does not have the exclusive color, leather back, or engraving. To 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 wait. I am NOT satisfied but the matter can be closed. I will take my future business elsewhere. 
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 as long as I receive the replacement phone(Order...

[redacted] by or before the promised date of January 25th.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/23) */
Contact Name and Title:[redacted]
We will reach out to the customer to resolve this issue.

I was previously a loyal customer to Motorola but their recent support service has had me lose all faith in the company. First off, they discontinued software support for the moto x 2nd generation carrier editions. Leaving a phone less than a year old behind in terms of OS upgrades. Moreover, I recently submitted my moto 360 1st generation watch for a return an exchange due to the commonly known fault in which the plastic backing cracks due to normal wear. I have had the watch less the one year and submitted the watch on January 12th. It arrived at their facilities by January 19th and they had promised me a return watch within 4-5 business days of the watch getting to them. By the 5th business day I still had no indication a replacement was on its way at which point I had to call them. They said they could not replace my watch because it was no longer in production but they did offere a "similar" replacement model. I was okay with this and was then told that with 72 business hours the watch would be sent. I waited over 72 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 1-2 days. Another 1-2 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 tomorrow. Keep in mind it is now 2/15/16. Over three weeks from the date it reached them. Now I am getting that it should ship by tomorrow nearly one whole month since I sent the watch in to them. I would avoid any kind of warranty or repairs with Motorola even if your device is less than a year old. They don't seem to care much about continuing to support "legacy" devices.

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.

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

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 2 month old Motorola Pure Edition (2015) volume and power buttons were getting stuck. Didn't think much of it at first. But the issue got worse to the point it would just restart because the power button getting stuck. Knowing I have a 1 year warranty and this would be the biggest mistake. I reached out to Motorola. This being my only phone they sent me a new phone first and then I would send my broken phone back to them. This of course costs $25.00 to do. And they play a hold on your credit card for the price of the phone. Fast shipping, I get the new phone 2 days later and its broke. Phone is stuck in airplane mode. I contact Motorola and they tell me to ship it back. So I ship back the phone stuck in airplane mode. They say they didn't receive the device on time which it actually was shipped on time and I am charged the 300.00 on my credit card. After weeks of going back and fourth and getting no where I notified my Credit Card Company ([redacted]). Who contacted Motorola and was able to get my money back on my card. Motorola called me and I said I am done. Close all of my tickets all of my rma's. Just let me headaches end. So of course I was never refunded the 25.00 dollars which I should have been considering I never received a working device.
I let 2 months go by and I reach back out to them. I figured all of the dust should be settled. I am now using a different phone because my Moto X was no longer usable. This time I would avoid the 25.00 charge by shipping my device out first. So they printed me a label and I shipped it off. 2 days later they receive my device. Which was a little over 3 weeks ago. I have called 3 times and get the same scripted response that it is hung up and I will escalate your ticket. I have been told this 3 times now. And each time I was told I would hear something in 24-48 hours. So after 2 days each time I call on the 3rd day and they tell me the same thing. It was never escalated so I will escalate it for you. After the third time of this happening I asked for a supervisor to talk to. After talking to the supervisor. Who 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 number. How 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 timeline.
So I am approaching 4 weeks now when they advertise a 5 day turnaround. Between 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 again.
I understand that you have crappy customer service. But if you don't want to deal with me then give me my money back and I will quit bothering you. But don't take a loyal customers hard working money and treat them like garbage.

I bought a Moto X phone and in the first year of owning it the power button broke. Motorola refuses to fix it. The phone was under the factory warranty. Horrible customer service. I have contacted the company 6 times and they refuse to fix it. Don't buy any Motorola products!!!

Bought a phone outright from Motorola, so not cheaper under contract. [redacted] software update ruined phone to where it no longer functions as a phone and will only work connected to [redacted] which defeats the purpose of a MOBILE phone. Motorola knows this was an issue as they pulled the update because of the problems. Even though they already have my money from purchasing it, they require me to let them place a hold on my account until they receive the phone back (which I cannot afford to do) or go without a phone for up to 45 days by sending mine back first. They WILL NOT make an exception and only charge my card IF the phone is not returned. They will not work with the customer at all, and make no attempt to right the situation that they allowed to happen (as they should have quality checked the update prior to allowing it to be distributed). For a company that is internationally successful, Motorola really doesn't care about their customers once they have their money. I will not go with Motorola after this.

I recently purchased a Moto X Pure Edition phone, and when I did so I purchased the moto care plan instead of another service plan because they sell it saying, "No Hassles, no surprises, no gotchas" I must say I have unfortunately experienced all three. I purchased the "Motorola's Advance Exchange program" (I've actually purchased 3 motorola phones and plans in 2015)
On Dec 5th my phone's screen was cracked and I submitted a claim to have a replacement sent online. I paid $49 for the deductible with an additional $250 hold on my credit card, and as listed on the receipt I paid $0 for the premium return service. This service was so that I would receive the replacement before I had to return the phone. Minutes later I received an email from Motorola saying, "If your order was completed before 5pm EST, Mon-Fri, your replacement device and prepaid label will ship within 4 business days." This matched my expectations as I paid for the advanced exchange program.
By December 14th I had not heard anything and no shipping information was posted to my repair status online. I contacted Motorola support and they were not sure why I did not yet have the phone either and they said they would have the escalation department call me.
The following afternoon after not hearing from the escalation department I called Motorola. Again no one knew why I didn't have the device yet. I was then transferred to the escalation department. They told me because I had ordered a custom device it was going to take a few weeks more to receive the replacement. I also spoke with the manager at the time who confirmed. Unfortunately, I cannot find anywhere on the website I purchased the phone from that this would possibly be a restriction. I also received an email from Motorola saying otherwise, and then after the time they gave me passed, they did not contact me about any changes to what they had sent. I purchased the phone and plan from their "moto maker" custom phone website, you would think this would be mentioned somewhere along with "no surprises, no gotchas" when selling me the plan. Perhaps I would not have chosen to customize the phone. I was told it would be a few more weeks.
On December 18th with no explanation I receive an email with a "redemption pin" This pin allowed me to design a new moto x and have it shipped to me at no cost. On the 21st I received an email from motorola explaining the email I had received, but they called the pin an "x code" I had already used the code on the 19th and we received the replacement phone on the 28th. We then returned the broken phone to Motorola and they received it on the 7th.
The new phone we received has a defective camera.
I contacted motorola support online today. I originally spoke with Kris, but during our conversation his end disconnected. I reconnect and spoke with Anne. Anne ended up calling me and escalating the issue to a different department. I then believe I spoke with Romeo who was also very helpful. Romeo told me that I would be charged $25 (plus a $250 hold) for the service to have a replacement phone sent to me before I sent in the defective phone, but that I would be refunded the $25. While confirming my address, the call was dropped. Upon calling back the next guy I spoke with apologized and said they were having internet issues in the office.
He then explained that I would have to pay the $25 with a refund. I explained how I was told differently minute ago by Romeo, and I explained that I had already paid them money for the warranty service for them to send me a new phone without sending the defective phone back with the previously broken screen. He explained that because I had paid the deductible and not specifically an advanced service replacement fee that I would be charged the $25 advanced service replacement fee. I asked if they would charge me another $25 if they sent me another defective phone, but he said I would only need to pay that fee one time. The only gotcha was that this fee was waved when I paid the deductible for the accident protection program and because I hadn't paid for it then, I would need to pay for it now. However when I bought the plan they sold it to me by advertising "No hassles, no surprises, no gotchas" I spoke to his supervisor Huber [redacted] who simply reiterated the gotcha that comes with my no-gotcha warranty plan.
I've paid the $25 with a $250 hold and was told I will receive my new custom phone within 5-7 days.
This has been such a hassle. I like the phone, but I deeply regret buying it from Motorola. I won't be going through this again. I've had much less trouble with other phone manufacturers and warranty programs.
The three pages you can see about the plan during purchasing are:
https://www.motorola.com/us/moto-care.html
https://www.motorola.com/us/Motorola-Legal-Extended-Warranty-terms-post-07-2015/...⇄ /> https://motorola-global-portal.custhelp.com/app/esp-faq
I cannot find any mention of the surprise fee I am paying.