Complaints
This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 360 total complaints in the last 3 years.
- 138 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stay away from the Motorola Razr 2024 phone because of their crappy support process.I purchased the Motorola Razr Plus 2024 two months age. I also purchased their Motocare accidental damage insurance at the same time. The phone worked well until two days ago, when the screen went black and would not turn on. I spent two hours on their support website. It had me perform a hard reboot which did not work. Then it had me install a 6.9GB "software fix" which promised not to erase my ****** account information. The fix did not work. Then it had me do a factory reset in which everything was erased. The screen was not fixed by this procedure either. I then proceeded to call their support line to get them to fix or exchange my new phone for one that worked. I was hopeful when a support ticket was created. Unfortunately, things got much worse at this point. Three separate times I waded through their phone support process where they repeatedly asked the same questions as if no support ticket had been created with detailed information. Each time they indicated I needed to speak with "level 2" as the next step in the process. Three separate times I was put on hold for 5-10 minutes and then hung up on. I was finally told that someone would call me back in a few minutes after they received authorization for the repairs. No one called. Today, I was finally able to reach their "level 2" rep. *** (Zyrene) promised to call me later today or tomorrow. We will see, but I'm not holding my breath. I would advise everyone to steer clear of these phones until they get the kinks worked out of their support processes.
Business Response
Date: 09/09/2024
The customer reached out to us on September 6 and then was told we needed to check with our team for approval on the correct repair process for his newer device. The team needed to approve does not work weekends. The customer should wait for contact from the agents setting up the repair.Customer Answer
Date: 09/12/2024
Complaint: 22255554
I am rejecting this response because: No one has contacted me to arrange for a replacement phone. When that occurs, this complaint can be closed as resolved.
Sincerely,
***** *****Business Response
Date: 09/23/2024
We have spoken with the customer and offered a replacement device. We consider this matter resolved.Customer Answer
Date: 09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:09/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July24, I contacted Motorola to tell them I was having issues w/ my camera due to moisture build up on the front camera lenses. I was told the phone was still under warranty & that I could send it for repair & that their techs would review it & contact me. After shipping it, I received an e-mail on July 30 from Futuretel telling me the phone is out of warranty & that I will need to pay them to fix it since the issue was out of warranty repair. I received a quote for $1,569.90, tax included which costs more than what I paid for the phone. I tried to dispute the bill, because there is "CORROSION ON THE WHOLE UNIT - MAINBOARD, LCD, SUB LCD, BATTERYS AND ALL CAMERAS" and the following components needed replacement, BATTERY, BATTERY, BRACKET, BRACKET, BRACKET, BRACKET, CABLE, CAMERA, CAMERA,CAMERA,COVER,COVER,LCD,LCD, MAIN BOARD, TAPE, TAPE, TAPE, TAPE". My phone worked PERFECTLY fine with the exception of the moisture on the camera lenses which showed up radomly. I don't see how the battery would need to be replaced because it's got incredible battery life, & the phone functions flawlessly. I don't understand why the mainboard would need replacement. I paid $1,500 for this phone & treated it like gold. Never put it under water, used it in the rain, or brought it in the washroom nor during a shower because it was so expensive. Furthermore, I purchased this phone because it is supposed to be water repellent, even if I don't bring it near water. I tried calling motorola to explain why I disagreed with their service company but they refused to acknowledge that their phone was defective b/c moisture somehow managed to get under the camera lens. I wanted to speak to a supervisor near the end of July, & since no one was available, I was told I would get a call back. Well the supervisor called me while I was at work so I missed the call & had no way to reach them. Since the start of Aug, I have been trying to speak to a supervisor & have had zero success or call backs.Business Response
Date: 09/09/2024
The customer's device was received with liquid damage throughout, which is not covered under the warranty. We consider this matter resolved.Customer Answer
Date: 09/10/2024
Complaint: 22247294
I am rejecting this response because I have never dropped the phone in water or brought it around water, humidity, rain or any sort of moisture. The device is faulty, and absorbed moisture on it's own. It is marketed as a water repellant phone and the fact that it has water damage when I never brought it near water makes the phone defective.That phone is extremely expensive and I took utmost care with it. If the phone had water damage, it absorbed it from ambient air *** then Motorola falsely advertised this phone to be water repellent if it absorbed moisture on it's own.
Sincerely,
***************Business Response
Date: 09/11/2024
As there are no known issues with the device and moisture, and the device was received with liquid damage throughout, it voids the warranty. We consider this matter resolved.Customer Answer
Date: 09/12/2024
Complaint: 22247294
I reject this response. I'm not sure why Motorola is having a hard time understanding that the device is faulty and defective. If I did NOT put the device near water, used it in the air, or in a humid environment, or near moisture, how would it have water damage?? I use this phone without issue - the battery has a very long life span, it functioned perfectly fine with the exception of the camera lenses having built up moisture. The phone LITERALLY absorbed moisture on it's own and it has water damage and needs everything replaced?As a water repellent phone, it should NOT have absorbed moisture from ambient air on a dry day. So please, tell me HOW it would get water damage if I NEVER brought the phone near water considering I spent 6 months of pay cheques to save up for this phone. Motorola has falsely advertised this phone as water repellent and I expect to see some sort of replacement device as the camera is nowhere near the quality it used to be.
Once again, please enlighten me, how, if the phone had water damage, why it works PERFECTLY fine with the exception of the camera lenses absorbing moisture on their own and drastically affecting picture quality.
Let me re-iterate my previous rejection as well:
"I am rejecting this response because I have never dropped the phone in water or brought it around water, humidity, rain or any sort of moisture. The device is faulty, and absorbed moisture on it's own. It is marketed as a water repellent phone and the fact that it has water damage when I never brought it near water makes the phone defective.
That phone is extremely expensive and I took utmost care with it. If the phone had water damage, it absorbed it from ambient air and then Motorola falsely advertised this phone to be water repellent if it absorbed moisture on it's own."
Sincerely,
***************Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought 2 Razr phones. Within a month the first one had screen issues with no external damage. Wrapped phone and returned for warranty repair. Received message that phone was damaged in shipping. Claim was filed with shipping company but was denied. Motorola then wanted to charge almost $400 for repair when the phone was wrapped and prepped for shipping per their directions. Now the 2nd razr I bought is also having screen issues with no external damage. The device is obviously defective and they will make any excuse not to repair or replace without being paid again and again.Business Response
Date: 09/05/2024
Physical damage is not covered under the standard warranty. If a device was received with physical damage, it would be returned unrepaired if the fee is not paid. If the customer has another device with screen issues, we can request pictures to ensure no physical damage before setting up for warranty repair/replacement.Initial Complaint
Date:08/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
phone transaction took place 8/16/2024. Delivery date estimated to be 8/19/2024. Tracking reflects delivery 8/20/2024 to a dock in ******* ill. Spoke with customer service who stated they must find the shipment made in ******* before a refund will be issued. **************** *** was supposed to get a supervisor to discuss this issue but I was disconnected. The phone I ordered was obviously shipped somewhere other than where I live and should issue me a refund of ****** which I paid for the phone. I do not want the phone and I am done doing business with Motorola.Business Response
Date: 09/03/2024
We are processing the refund for this order. The customer should see refund within 3-5 banking days, depending on your banking institution.Customer Answer
Date: 09/05/2024
Complaint: 22196497
I am rejecting this response because: I have not received the refund. When and if I receive the refund, I will accept. Also Motorola please respond to me in English. I am not fluent in Spanish.
Sincerely,
***********************Business Response
Date: 09/09/2024
A dispute was filed with ******* For the refund to fully process, the customer must close the dispute with ******* Once the dispute has been closed, the refund should process.Initial Complaint
Date:08/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Got a defective phone that didnt even last 10 days with a 40 case I purchased right from them as well. Said I have a year warranty but no response. Unreal.Business Response
Date: 08/26/2024
We are not showing any contact from the customer using the email, name or phone number provided, in our US based systems. If the customer is having issues with a US order/device, they can contact us at ************ for assistance. If the customer has a different name, email or phone number the case may be under, we would need that information to look further into the details.Initial Complaint
Date:08/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Motorola customer support service to report incidents and issues with my newly purchased cellphone. But, my issues are to be dealt with a ******************************* This other department won't call back and they don't answer my calls. I've called 4 days in a row and I'm left on eternal ignorant hold for up 2 hours with no answer or call back. Without my call being reported to the other department, my issues cannot be resolved. I have an account with them and a incident report number. 240822-008526.Business Response
Date: 09/03/2024
The customer completed troubleshooting with one of our Level 3 technicians and adjusted settings with the customer and as a result of the troubleshooting session, the customer made the decision to return the device to the original point of sale.Initial Complaint
Date:08/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/2 i put in a claim with Motorola regarding my 2023 Razor Smartphone, Motorola sent me over instruction on how to send the phone back and I did what I was told, I was told not to send the phone back in any boxes just wrap it up and send it. I wrapped the phone in a bubble envelope and then placed it in another bubble envelope and dropped it off at the ***** store in ************ on **************. Today I see that Motorola sent me an email stating the phone had physical damage and I would have to pay ****** the tax. The phone did not cost that much when I purchased it from ************ at the end of May. When I mailed out my phone there was not that damage that they are stating in their email, this damage had to be from *****, I am not paying for something I did not cause, this is unfair and not right. I only paid $99 for the phone at *****, and they want me to pay 3times that amount, and I have an active warranty that I pay for every month. Something has to be done, I just want them to replace my phone that's all. Please help. Thank you.Business Response
Date: 08/27/2024
The customer has spoken with our highest level of support and we have worked with the customer to resolve this issue with a one-time courtesy waiving of the physical damage fee. We consider this matter resolved.Customer Answer
Date: 08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:08/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The device manufacturer is Motorola, but the device is cobranded with Straight Talk. Straight Talk is the wireless carrier.I've contacted Straight Talk regarding the unlock, they confirm it is already marked as unlocked in their system, and the phone should have received over the air update to unlock itself.However, the phone after several days, is still showing locked.Straight Talk said there is nothing else they can do, and that there is something wrong with the device. Since they are not the manufacturer, they told me to contact the manufacturer.Motorola being the manufacturer, is claiming they do not know how to unlock their own device! ********************** refuse to process warranty claim for the defective (unable to receive over the air unlock) device.Business Response
Date: 08/23/2024
The customer contacted ********************** on 8/20/24. Customer provided IMEI # of device. Our system shows with the information the customer provided that the device is a Tracphone. Tracphone has their own terms and conditions for the devices they sell. We do not offer manufacturer warranty for Tracphones as the carry their own specific warranty with Tracphone. We advised the customer to contact ********* for their warranty options.Customer Answer
Date: 08/26/2024
Complaint: 22176838
I am rejecting this response because:Moto did NOT tell me the item is warrantied by TracFone. CS simply went silent.
However, that still does NOT change the fact that Moto is the manufacturer, and should be able to unlock the device.
TracFone said their system have it marked for unlock, and device should unlock itself, but somehow this phone could not unlock itself. Then ******** pushed me to contact Moto to find out why.
Sincerely,
***********************Business Response
Date: 08/27/2024
As the device is locked and warrantied through Tracphone, we would be unable to assist with the device. Unlocking a device is a carrier option and Motorola cannot unlock a carrier locked device. If the customer was able to repair/replace through Motorola it would be like for like and a locked device would be provided.
We consider this matter resolved.Initial Complaint
Date:08/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the Razer 24 flip phone to be shipped next day air, about a few days later I checked tracking and it said *** never received the package so I contacted Motorola spent 2 hours on the phone including hold time to be transferred to shipping admin where they saw there was an error and told me the phone would be shipped & id receive a new email about 3 days later there was no new email and no phone so I called back and cancelled the entire order and made the person email me the proof which said I'd receive the refund in 3-5 days that was almost a month ago and I have not received my refund and Motorola continues to email me to send in my trade in i also had to file a dispute with affirm that I do not owe them money because I never received the product and cancelled the orderBusiness Response
Date: 08/22/2024
The customer has been refunded for Order ****************. This can take 3-5 banking days, depending on their banking institution, to show in the account. We consider this matter resolved.Customer Answer
Date: 08/23/2024
Complaint: 22173690
I am rejecting this response because: it still says I owe the full amount in affirm! See attachment screenshot of my account!
Sincerely,
***********************Business Response
Date: 08/26/2024
Order# 1449452314067-01 is not an Affirm purchase. This was a **** purchase and was refunded to the card the order was placed with. We are not showing any other orders with the customer's email provided. We consider this matter resolved.Customer Answer
Date: 08/27/2024
Complaint: 22173690
I am rejecting this response because: INCORRECT THE CHARGE WAS MADE FROM AFFIRM THEY USE A DIGITAL CARD SEE THE ATTACHMENTS WHERE I SHOW THE AFFIRM BALANCE IS STILL OWED AND THE LAST 4 NUMBERS OF THEIR DIGITAL CARD USED TO PURCHASE YOU HAVE NOT YET REFUNDED, SO REFUND IT AS I NEVER RECEIVED the phone and cancelled the order. Good day
Sincerely,
***********************Business Response
Date: 08/28/2024
Order was purchased with a **** Purchasing Card. We have refunded the card used on the order. The screenshots the customer are sharing are inquiries from ********************** about processing a refund. If you are not seeing the refund, you will need to check with your banking institution. We consider this matter resolved.Initial Complaint
Date:08/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Three payments into the Motorola Razor it broke. The common issue everyone seems to get with the green line across the main screen. I contacted ***** who told me to contact Motorola for the manufactory warranty. Motorola wants the faulty device for repairs. Understood, but that will leave my son without a working phone and he's driving. He needs to have a phone in case he needs to call 911, file an insurance claim, update me on his plans, etc. They do not lend out a "loaner" phone and they do not have his make and model, 2024 razor+, in stock. I've recieved no estimate time for repairs etc. I've spoken to several supervisors and warranty department. They have disconnected the call serveral times and the issue has not been resolved. At this point, I'm no longer interested in doing business with motorola. The process to keep my son safe has been a nightmare. Motorola has been difficult to get in touch with and unreasonable with their demands.Business Response
Date: 08/21/2024
The customer contacted us about their device. The warranty options include repair and if stock is available a certified like new replacement. As there is not stock available of their device, the repair was set up. We would not provide a refund as we are not showing an order through Motorola.com. For a refund they will need to speak with the point of sale. We consider this matter resolved.Customer Answer
Date: 08/23/2024
Complaint: 22169267
I am rejecting this response because my son will not have a working phone while he is driving. AT&T directs all concerns with the phone back to the manufacturer.
Sincerely,
*********************Business Response
Date: 08/26/2024
We are only able to provide the warranty options available for your device. At this time there is not stock available for an Advanced Exchange replacement. We would be happy to set up the repair if the customer should chose that option, they can contact us to set up. We consider this matter resolved.Customer Answer
Date: 08/27/2024
Complaint: 22169267
I am rejecting this response because: My son is driving and he needs a working phone. Motorola will not provide any model. Due to that fact, I find myself forced to purchase a new phone and getting locked into another payment plan. I can not afford another phone payment. This is not an affordable or feesable solution. This is a common issue among Motorola users and I'm just interested in my son's safety. He needs a working phone to call emergency services, request a tow truck in case he breaks down, etc. I cannot in good conscience allow him to drive without the neccassary equipment.
Sincerely,
*********************
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