Complaints

This profile includes complaints for Motorola Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Motorola Mobility

  222 Merchandise Mart Plz Chicago, IL 60654-1103

  
• 

  Motorola

  3696 Knight Rd Doc 18 Memphis, TN 38118

• 

  Motorola Mobility

  11000 NE 33rd Pl, #340 Bellevue, WA 98004-1441

• 

  Motorola Mobility

  Motorola Consumer Advocacy Office 1307 E. Algonquin Road- Swa2 Schaumburg, IL 60196-0001

  
• 

  Motorola Mobility

  28 Village Ct. Glen Carbon, IL 62034

The 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:07/26/2024

  Type:Service or Repair Issues
  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 a battery-operated charger from this company to go with my Motorola phone less than two months ago. It charged my phone when it arrived and last week I decided to charge it again for only the second time. It did not. I charged my phone through a wall socket in my house and it charged completely, as it always has. I have gone into chat with this company three times waiting for a responsible reply. The latest tells me my phone is out of warranty and that I should buy a charger at Amazon or ***** How does that make sense? My phone works. My phone charges, except when I use their charger. And I should go somewhere else to get a battery charger? I live in *******. I live alone. I need to be prepared for hurricanes. And I do NOT appreciate how these people are behaving with projection.

  

  Business Response

  Date: 07/29/2024

  We will ship out a replacement charger as a one-time courtesy. The customer should watch for email with tracking information for the replacement charger. The customer's device is out of warranty by over a year. If a repair is needed on the device, they will need to contact us to set that up as there is an Out of Warranty fee that would be required. For future chargers, they will need to purchase online, through their carrier or a third-party retailer.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22047739
  
  I am rejecting this response because: They're telling me my phone is out of warrantee but my phone is NOT what isn't charging, it's THEIR charger as my phone still can charge when I plug it into the wall. AGAIN, they neglected to understand this or they don't want to know the truth.  My complaint is about the charger they just mailed me LESS THAN TWO MONTHS AGO.
  
  They have NOT sent me an email indicating they are sending a replacement for it. 
  
  They are trying to manipulate themselves to look proud and happy and dignified by projection.  And I will not fall for it.  Their last rep told me to buy a Motorola charger from **** instead of asking for a replacement from them.  They should sit on that and consider how that makes them look.  
  
  SEND ME A WORKING REPLACEMENT AND A SHIPPING LABLE SO I CAN RETURN THEIR DEFECTIVE PRODUCT.  OR, SEND ME MY $45 SO I CAN DO WHAT THEIR LAST REP SAID TO DO, BY A MOTOROLA CHARGER FROM ***** A COMPANY WITH A BETTER REPUTATION. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/31/2024

  We have sent an email to the email on file and are shipping a charger replacement out on Friday. The customer can watch the tracking number provided for delivery updates. We would not be providing a prepaid label to send the defective charger back to us. We consider this matter resolved.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22047739
  
  I am rejecting this response because:

  I filed a case about a BATTERY charger and through you, they decided to send me a **** charger.  I cannot use a **** charger if a hurricane knocks out my electricity.  I want a replacement BATTERY charger.  Please do NOT tell me it's my phone as it charges with the **** charger Consumer Cellular gave me when I purchased my phone last May without any problems.  
  
  I request the BATTERY charger be sent as quickly as possible, preferably overnight,  because I live where hurricanes occur.  I also request a return label for the **** charger they sent me because I do NOT have a printer and I do NOT drive, and my **** charger WORKS!
  
  The sooner I get a replacement WORKING BATTERY charger, the sooner this case can be closed and we can all walk away from this horrid fiasco. 
  
  Thank you!

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/19/2024

  As the powerbank that was purchased is handled by our partner *****, you would need to reach out to them for refunds or replacements. The customer will need to contact them via *******************************************************; or contact them via email at **************************************. We consider this matter resolved.
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  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 Motorola RAZR+ from ****** in September 2023. This phone is a foldable phone and marketed as such. In May 2024 I noticed a visible crease in the main screen. I thought it was the screen protector however Motorola warns that consumers should not remove the screen protector so I didn't. I continued to get worse so I contacted Motorola to get it fixed. They said screen damage is not covered under the warranty. I removed the screen protector since I can't afford to fix it myself only to see that the crease is actually in the main screen itself.My concern is after looking through other customers complaints everyone is experiencing the same thing. This to me indicates that either Motorola didn't test the phone enough before releasing it or they knew and released it anyway. In either case, they should be fixing this for customers at no charge as it is not a isolated incident. I'm still paying for the phone via ****** (still $900 outstanding) and now would have to spend $200 to fix the screen. Futuretel is the company that is contracted by Motorola to fix the phones. They charge a $35 fee to even look at the phone.

  

  Business Response

  Date: 07/29/2024

  The customer was advised that the physical damage is not covered under the standard warranty. The customer was advised to take the device to a repair center. If the repair center requires a fee, that would be up to the repair center. We consider this matter resolved.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22040406
  
  I am rejecting this response because: The response in no way addresses concerns regarding multiple consumer complaints regarding the crease in the screen.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/12/2024

  We would not be providing the customer with any other complaint information. The customer was aware of the physical damage and was advised accordingly. We consider this matter resolved.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  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.

  ON JULY 22, 2024 I CONTACTED MOTOROLA VIA THE TOLL FREE NUMBER REGARDING MY DEVICE. I HAD REQUESTED THE ADVANCE REPAIR OPTION IN ORDER TO EXPIDITE THE REPAIR PROCESS. THE REPAIR TICKET WAS ALMOST COMPLETE, ACCEPT FOR MY CREDIT CARD INFORMATION, WHICH I PROVIDED WITHOUT HESITATION. THE **** THEN INFORMED ME THAT MY CARD WAS DECLINED. I GAVE MY CREDIT CARD INFORMATION AGAIN. THE **** AGAIN SAID IT WAS DECLINED. I THEN ASKED WHAT THE TOTAL AMOUNT THAT WAS BEING CHARGED. THE **** SAID $9.99 EQUIPMENT DEPOSIT/HOLD AND $29.99 SHIPPING/HANDLING CHARGES. I WAS SHOCKED BECAUSE THE PREVIOUS TIME I USED ADVANCE REPAIR IT WAS ONLY $9.99. THE TICKET WAS CONVERTED TO REGULAR MAIL IN REPAIR WHICH HAS FREE SHIPPING? I DO NOT SEE WHY I SHOULD BE RESPONSIBLE FOR PAYING SHIPPING WHEN THE 2ND REPLACEMENT DEVICE IS MALFUCTIONING AND CAME FROM MOTOROLA. NOT FAIR SO I AM REQUESTING THAT MY REPAIR TICKET BE CONVERTED BACK TO ADVANCE REPAIR OPTION I AGREE TO GIVE CREDIT CARD INFO FOR THE HOLD BUT SHIPPING SHOULD NOT FALL UPON ME. 1ST THE TOTAL CHARGES WERE NOT FULLY DISCLOSED BY THE **** 2ND IM ON DISABILITY AND CAN NOT AFFORD THAT EXTRA FEE. MAKES NO SENSE THAT REGULAR REPAIR GETS FREE SHIPPING AND ADVANCE REPAIR DOES NOT.************************* ********************************************** 415=812-1700 MOTO G STYLUS 5G 2023 IMEI *************** *********************** SCREEN FREEZES AND SHUTS DOWN RANDOMLY

  

  Business Response

  Date: 08/19/2024

  The advanced exchange option has a fee of $29.99 this is the fee for choosing this replacement option. The security hold of $9.99 is reversed once we receive the defective device back. If a previous one time courtesy waiving of the fee was done, that would not be available on another replacement. The option for repair is free if the customer does not want to pay a fee. We consider this matter resolved.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  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.

  My phone as steadily had issues due to manufacture defect that after 4 phone calls and being dodged by Motorola. They said a manager would call me and never did. My problems have hit a peak causing my phone inaccessible due to a manufacture defect despite being reassured by Motorola that my problem is cosmetic only, and would never effect my phone. I originally called them and asked why their screen protector (that if taken off breaks their warranty) allows grease to seep through the sides. After being dodged by Motorola for 6 months it has finally damaged my phone beyond repair. repairs that they demand i pay for The representative i talked to today, 7/22/2024 told me that i was wasting his time despite him getting paid by the hour to talk to me, and me wasting my time being told that it's my own fault the phone was poorly built. It will be an effort of mine to explain to everyone in my industry why this company needs to be avoided and use my phone as an example why. By far the worst tech company in the modern era

  

  Business Response

  Date: 07/25/2024

  We have spoken with the customer to offer a repair or replacement. However, the customer no longer has the device. We consider this matter resolved.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  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.

  Faulty screen on 2month old Motorola razor,only solution from customer support is to send in phone for repair or replacement , no local repair options ,no loaner phone,How many people have spare phones to use while awaiting for Motorolas fix? Terrible customer service and policy

  

  Business Response

  Date: 07/25/2024

  The customer was offered the warranty option available for his device. The premium replacement option may not be available depending on stock quantity. The customer should continue with the repair that was set up.

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service Issues
  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.

  **************************

  

  Business Response

  Date: 08/07/2024

  The customer previously set up a repair with us. The customer was unhappy with the warranty options available for their device. We have no record of any further complaint. We have advised the customer they need to continue with the repair. We consider this matter resolved.

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  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.

  This case is about Motorola Software which, named as MOBILE DRIVERS, is downloadable from Motorola website, caused catastrophic damage on my Motorola mobile phone. (They now removed it) My phone was desperately in need for update. On June 5, 2024, "Mobile Drivers" was download. It was expected to update on my mobile driver by wiping out obsolete data and replacing with update. MISREPRESENTATION: software failed to inform users what exactly it would do. [INFORMED - will wipe out existing data] [FAILED TO INFORM - didn't disclose what it would actually do: to wipe out existing OS of multiple functions, and then to replace with OS of a single function by boot up with a light] [RESULT- DISASTROUS - ALL FUNCTIONS DEAD - ALL DATA VANISHED - JUST BATTERY SURVIVED] DEFECTIVE SOFTWARE: Combined effect from lack of software accuracy, reliability, and quality was evidenced by DEATH OF ALL FUNCTIONS - ENTIRE LOSS OF DATA. What's worse, NO CONTINGENCY PLAN ON LOW QUALITYSOFTWARE: Motorola developers developed "Mobile drivers," one-size-fits-all universal software without having a contingency plan in place, as evidenced by their failure to have 'reverse software' that allows "go back" to previous OS. (We know that we can go back from windows 10 to windows 7). NEGLECT OF THE SOFTWARE STANDARDS: The software was not up to the standard on the contrary to what Motorola claims. Motorola developers did not include reasonable care in areas of software's design, development, testing, or maintenance. AFTERMATH: SUDDEN LOSS OF PHONE USE has caused multitudes of problems in my life - too many to describe. No amount of Motorola Solutions Technical Support was able to help (Level-2 tech support said they had nothing to reverse). I then wrote a letter to both ************************* and President ************************* at Motorola Mobility. To date, none of them responded - Just Silent. Motorola Mobility is Liable for the catastrophic 'damage' done on my Motorola mobile phone.

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  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 recently purchased a Motorola razr 2023 through T-Mobile. This is a phone that is able to fold in half by design. Unfortunately the product does not have a respectable shelf life. It only worked for about 3 months, and then began cracking along the fold point on the screen. This is unacceptable. Since it is designed to fold, it should break along the fold. Yet it has. I am looking for a refund of what I have already spent, and a payoff of the rest of the contract, as I signed a 24 month agreement with T-Mobile, under the expectations that this phone would last the lifetime of the agreement. Looking at the photo, the first crack happened initially, the second crack came from when the T-Mobile employee folded the phone herself in what I guess was an attempt to test the device.

  

  Business Response

  Date: 08/19/2024

  For a refund, the customer would need to go to their point of sale. We would only be able to provide the standard warranty options available for their device.

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  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.

  Motorola wants me to send the phone in because it is faulty and they will not send a replacement while they decide either to fix or replace my current new phone and I feel that if they fixed it and I did not return the other phone they could charge me which I understand but they did not even offer to do that. Basically I felt like I was treated like I was an annoyance to them. I am a disabled senior and cannot go for 2 weeks or more while they have my phone in case I needed to get ahold of somebody for help.

  

  Business Response

  Date: 07/22/2024

  Due to stock, the only option available under the warranty for the customer's device, is the standard repair option. We are unable to provide replacements at this time. The customer can process the repair or troubleshoot the device, as they previously refused any troubleshooting. We consider this matter resolved.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22018369
  
  I am rejecting this response because:
  I was never told that due to stock reasons they could not supply a replacement at the time. I know of three other people that are having the same issue with this phone as I am. I was happy with my Motorola stylus and the only reason I got rid of it was because it did not accept updates anymore. And I feel that this is so the manufacturer can force you to have to buy a new phone. I would like a replacement phone of the same or equal value of this one preferably a Motorola stylus. I will return this phone to the manufacturer upon receipt. Thank you
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/05/2024

  The customer was provided a Certified Like New replacement device. This was delivered on Tuesday July 30, 2024 at 3PM. We are waiting to reverse the security hold until we receive the defective device back. We consider this matter resolved.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  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 paid $1,000 for the phone still making payments and the phone only lasted me a couple of months the inside screen won't turn on. I shipped it already but they didn't want to fix it.

  

  Business Response

  Date: 07/22/2024

  The customer's device was received with extensive physical damage. This is not covered under the standard warranty. A fee would need to be paid, to repair this device. We consider this matter resolved.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22015337
  
  I am rejecting this response because: it was only dropped once and the outside screen was damage but the screen still works but the inside screen has no damage and it doesn't work. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  A drop to the device can cause issues besides what is seen. The device damage supersedes the issue with the device as they are unable to repair a device without fixing the damage. The links below cover the warranty and what is covered under the warranty. If the customer would like to repair the device, the fee would need to be paid. We consider this matter resolved.

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