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 Mobility

  1601 S Mo Pac Expy Ste 100 Austin, TX 78746-7010

• 

  Motorola Mobility

  222 Merchandise Mart Plz STE 1800 Chicago, IL 60654-4203

  
• 

  Motorola Mobility

  600 N Us Highway 45 Libertyville, IL 60048-1286

  
• 

  Motorola Mobility

  1307 E Algonquin Rd. Swa2 Schaumburg, IL 60196-0001

  

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:07/19/2024

  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.

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

• Initial Complaint

  Date:07/15/2024

  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.

  Recently, I discovered an old password I had written down years ago for a Motorola account. I do not know when or why I created this account, but I believe it was when I had a Motorola phone several years ago. Since I no longer have this phone, I would like to close this account. However, on the Motorola website, ************************************** and its support page, *****************************************************, I cannot find an option to or any information on closing accounts.

  

  Business Response

  Date: 07/16/2024

  To cancel any accounts the customer will need to go to ************************************* they can also submit a request on the below link if they want to exercise any of the rights outlined in our privacy policy. ********************************************************************************************************************

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21989570
  
  I am rejecting this response because:  Let me be clear: I do not full reject this response.  I did submit a request to the OneTrust website through the link provided.  Since the request was just submitted, I do not know how long it will take to process or if the account is going to be deleted.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/12/2024

  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.

  Company reneging on Warranty because a electrical error on the part of the phone caused the phone physical damage. Essentially the phone overheated while using a stock charger causing it to burn the charging port and partially melt the charger. The company claims this voids the warranty because physical damage was done even though it was caused by manufacturer electrical error. This error caused a minor burn to the thumb of the user. The phone was a ************ The warranty was still valid. The repair was filed on their website at the beginning of this month. The received the phone and said that a payment of 150$ might be required for repair but we had to contact them or phone would be returned unrepaired. When contacted they shuffled me around until eventually saying the warranty was void for damage.

  

  Business Response

  Date: 07/18/2024

  The device was returned unrepaired, to the customer, due to the excessive damage to the charger port area. The device would need to be sent in for evaluation due to the damage of the device and the customer states the person was burned. This evaluation process will need to be followed.

• Initial Complaint

  Date:07/04/2024

  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.

  The Motorola Razor Plus 2023 phone's (which folds) has cracked right along the fold line. with a screen protector installed on it since the unboxing. This phone is less than 1 month new to me when this crack appeared. This phone has never been dropped or mishandeled in any way to cause this screen to crack along the fold. Not to menetion this phone always had a screen protector on it installed by either ******** or Motorola as it came with the screen protector installed. The crack appeared by normal folding and unfolding of the phone which it is designed to do. There are two screens on this phone i am referencing to the larger inner screen as it is the only screen on this phone that folds and is engineered and designed to fold. There is no reason why there should be a series of micro cracks along the fold hence resulting in the entire screen to fail and go black. Now when a phone goes back on this phone you loose access to settings and when you loose access to setting you cannot erase any data on that phone. You have to trust that your personal information including banking information, pictuires ect. wiill not be used or sold on the dark web. And no one at ******** or Motorola would explain to me the steps on how they plan on protecting me from identity theft issues when returning this phone for replacement when filing an insurance claim with ******************* Now this is where things get really strange. T-Mogile handles the warranty claims- Which is a failure in hardware - a screen that is supposed to be engineered to perform a folding function that cracks along the fold is a failure in hardware. Hence it should be covered by the warranty especially when it is less than a month since purchased. But ******** forced me to use my insurance claim against the phone stating that any damage to the phone is not covered by the warrenty. The big difference between a warrenty claim and insurance claim is ****** warrenty claim is 5.00 insurance decutable is ******

  

  Business Response

  Date: 07/16/2024

  We have made multiple attempts at calling and emailing the customer to look into the device issue. The customer has not responded. The customer needs to reply to the emails with the requested information for further assistance.

• Initial Complaint

  Date:07/02/2024

  Type:Product 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 Motorola Edge 30 Fusion RED with IMEI # *************** on or about June, 2023. This device according to **********************'s online description, stated and continues to state that the device I purchased is compatible with the Total by ******* network. According to Total by ******* this is not the case and the network has never ever supported my device. This is the first time I have attempted to activate my device on any network, before that i had only used it with Wifi for web access and has a backup. Well I need my backup but because of Motorola's misleading network compatibility I am out of luck with the network I'm interested in having service with. I know I did not purchase this item to waste my money. Therefore, I kindly ask Motorola to either refund me completely or replace with another newer model device that is compatible with the carrier of my choice for their misrepresentation and breach of contract with customer. I do have videos proving my claim. The original order was placed under my ******************* email. Motorola may contact me directly if desired to resolve this issue.

  

  Business Response

  Date: 07/09/2024

  The customer would not continue to work with our Level 3 technicians to escalate the issue for resolution. The customer was advised of the next steps and refused. The customer was disrespectful and abusive to the agent. We consider this matter resolved until the customer can follow the steps needed, respectfully. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21935700
  
  I am rejecting this response because: Level 3 Technician I spoke with was very rule and immediately rejected my request for refund and /or exchange because according to the very rude, demeaning and disrespectful level 3 rep it was my fault for not activating the device after purchase even though Motorola Mobility is at fault for misinformation of connectivity compatibility with the carrier of my choice and the entire time the level 3 rep would not allow me to counter his claim saying he would not listen to what I had to say because he offered no solutions and he refused to escalate the matter to his supervisor.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 07/18/2024

  The customer has been demanding a refund or a different device replacement. As the customer is at the end of their warranty and device was not purchased through Motorola directly. The warranty covers like for like, certified like new replacements for hardware issues. As this matter is not a hardware issue, a replacement may not resolve the issue. With the issue the customer is experiencing, we would need to have this escalated to the product team, as the customer was advised. The customer became abusive when the option to resolve the issue was not what he was demanding. We consider this matter resolved until the customer can work professionally with our techs to escalate the issue. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21935700
  
  I am rejecting this response because:

  Motorola Mobility's claim that device was not purchased through Motorola Directly is FALSE!  I in fact purchased it directly from Motorola.  When I began speaking to the service tech, i was advised immediately by tech that there would be no replacement device or any other such remedy.  He refused to allow me to speak being obnoxious and rude on the issue saying that it was Total by *******' Fault and that the device was not compatible and said all he could do was have someone take a look at what could have happened.  When he finished speaking I explained it was Motorola's fault that I purchased the device, because ********************** explicitly stated on their website that the device I purchased was in fact compatible with Total by ******** and that I took a screen recording to proof they still had the same information on the device posted.  He then blamed me for never attempting to activate the Mobile device sooner after purchase and said nothing could be done due to the end of warranty and even if it were under warranty that I would only get the same device even if ********************** intentionally misled consumers with false information on the networks the device was not compatible with.  I stated to him that it's ridiculous that Motorola would not do their due diligence because they misinformed me and other consumers.  I asked for an escalation and he rudely stated that he could do it but more than likely nothing would become of it.  He was disrespectful and he disconnected the call after I continued asking to speak to a supervisor or Customer Engagement Manager
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/28/2024

  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'm trying to get help to resolve a issue with my phone tech support is rude I tried 6 times on 6-27-24 the last lady said we are closed call back tomorrow I asked for supervisor and was told no. On 6-28-24 I was on the phone for 170 miles. I spoke with a person I don't remember his name but was told there is no one else to speak with he work under the *** Motorola says contact att att says contact Motorola

  

  Business Response

  Date: 07/25/2024

  The customer spoke with the Supervisor of the highest level of technical support. The customer is having issues with something that is a carrier feature. The customer refused to take the final steps that we have for troubleshooting the issue. They will need to speak with their carrier or using the AT&T Visual Voicemail app in the Playstore. We consider this matter resolved.

  Customer Answer

  Date: 07/29/2024

  My carrier was on the phone with me an Motorola.  The carrier said to contact Motorola for resolution when I did Motorola said not our problem that's an app issue  contact the app.   The app is the only phone app for this phone and Motorola is allowing ****** to place it on their phone.    All Motorola told me to do is factory reset.   This is unacceptable 
  Complaint: 21915412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/30/2024

  The customer was advised that since this is a carrier feature, we would be best effort support on our end. The customer refused to exhaust all troubleshooting options with our Level 3 technicians. Customer also refused to use ******* There is nothing further we would be able to assist with as it is not a hardware issue. 

  Customer Answer

  Date: 07/31/2024

  The level 3 told me that all I can do is a hard reset.     I have the ****** phone app that what come standard on the phone.   I'm sorry by Motorola is not telling the truth.    So the best I can do is get a phone that not Motorola 

  I know now not to trust motorola 

  Please leave a **** against this company for others take a informed decision 
  Complaint: 21915412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/24/2024

  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 a phone the razor bottle from the Motorola about sometime in less than a year ago I only had a few months before it developed a line going down the screen I sent it to Motorola they fixed it sent it back to me everything was fine then a few months later here comes the line back you know I looked online and to see if other people have the same problem and a lot of people complain about the same problem as the screen so I called Motorola they told me to send it in I sent it in to them I've been waiting for well over 10 days and it's supposed to be 3 to 5 day turnaround so today I called down there if I was wrong with my phone and they say that there's a dent in my screen or the corner or something and now they want me to pay money to get my phone back my phone is always in the OtterBox case it's never been dropped I think very very good care of my phone's always have nothing is wrong with this phone when I sent it to them I don't know why they're saying that has attention does not I put it in a packaging provided federal ***** and sent it to them that's why I was supposed to do I need my phone return to me so I can cuz I use it for my business I don't feel I should pay any money for this phone is recurring problem and then everyone on the internet has the same issue I feel like trying to get money out of me cuz it's the second time I've turned into phone but it's not my problem they put out a bad product

  

  Business Response

  Date: 07/01/2024

  The device was received with physical damage. We have waived the physical damage fee as a one-time courtesy as this is not covered by the standard warranty. A new repair order has been processed for the customer and they have been updated via email. We consider this matter resolved.

• Initial Complaint

  Date:06/21/2024

  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 had got a Motorola RAZR coach prime edition and within the first 3 weeks a line developed resulting in the entire screen going white, after sending it back to Motorola because it still being under manufacturer warranty they refused to repair it unless I paid almost $400, considering the phone is only $150 and I never once took the case or screen protector off I declined, there is no way shape or form that I caused physical damage to phone less than a month old, these phones are defective and they are ripping people off with this so called warranty, there are tons of similar complaints from them doing the same thing for the same cause

  

  Business Response

  Date: 07/01/2024

  We have waived the physical damage fee as a one-time courtesy. A new repair order was set up for the customer. They have been updated via email with the new repair information. We consider this matter resolved.

• Initial Complaint

  Date:06/20/2024

  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.

  I bought a new ************ phone on May 30 of this year. Two days after the two week return window, the phone began to fail: Battery only lasted six ours, internet became painfully slow, screen started freezing up/apps crashing, and ****** maps not loading. Best Buy would not even exchange the phone because they said it was too late, even though it only lasted 16 days. I called Motorola--the first rep I could not understand. The second repeated everything back to me incorrectly. The third did (very) basic trouble shooting, then asked if I wanted to repair the phone or replace it. I said "replace"....she then me told to send the phone in, and if it were deemed to be not repairable, she would give me a new one...I had just specified REPLACEMENT. I feel we have done enough trouble shooting and I am not going to send my only phone in for further examination--how long will I be without a phone? I have elderly parents six hours away that I must keep in daily contact with. They didn't even offer for me to take the phone to a repair outlet--just to "send it in." This is not acceptable on a $300, 19 day old phone. It does not do what is advertised--which is possessing a good battery, fast processor, and generally being an excellent phone.

  

  Business Response

  Date: 07/08/2024

  We have spoken with the customer and advised that working with our Level 3 technicians for troubleshooting will ensure if there is a hardware issue. The customer has been unable to be reached since that point. The customer needs to continue to work with our technicians. 

• Initial Complaint

  Date:06/13/2024

  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.

  To Whom It May ******** Hi, thanks for assisting me with our newly purchased Polaroid INSTA-SHARE Printer mod. This is a quick rundown for my history with Moto phones. Initially, I bought the ************ then the Moto Z 2 Play, then eventual into a Moto Z 3. I even tried the ************ (Star Wars), but the reasoning was I had some audio issues where the phone would mute me, which carried over on each of the models above. Now, I am using the Moto Z4 (no issues). I decided to go ahead and purchase the Polaroid Insta-Share Mod. I did not know how to use this printer, so I called and spoke to a gentleman, to get instructions, which is basically a FAQ help or how do I, etc. The guy didnt do anything to help. He placed me on hold multiple times. Well he thought he had muted his headset, but no I could hear him joking and laughing with a coworker. He thought I hung up, so he shouted the words Banzai you Kamikaze fool!! Hangs up.So, the first remediation to the issue was unresolved but its simple at the same time. I just need someone from Motorola to provide the simple steps for how to use this particular mod. I have purchased all the other mods directly through Motorola.(JBL Audio, Insta-Share Projector, etc.

  

  Business Response

  Date: 06/17/2024

  For more information on the use of the Polaroid Mod you can visit the link below. The manual is attached. As we do not see any recent contact from the customer, we are not showing any agents speaking with the customer since November of 2023 where the customer was advised the device is End of Life and we no longer support it. We consider this matter resolved. 

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

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21846339
  
  I am rejecting this response because:
  1.The PDF manual, neglects which Moto Devices are compatible with this mod.

  2. There has not been any public announcement made per Motorola that clearly states this 1 Mod (Moto Mod "Insta-Share Polaroid Mod would no longer work. There is no clarity given for which company has responsability for this mod, or any. However many hands have touched, coded, configured, manufactured or trademarked, certainly it must end with one of these; Motorola, ******* CA Marketing, or Polaroid.

  For any resolution, the clarification of when this information was made publicly.This is especially true in a secenario where a customer had purchased this mod (Date it was Sold). By Example; A client purchased the mode in 2020, only to find out this mod would cease to work 1 month later. There is no date or  indication on the box that would suggest the item will not work, or stop functioning. 

   

  This case is alive and well, and we will wait for the information requested..
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/24/2024

  The Moto Z series and moto mods were released in 2016. Technology is vastly improving and changing constantly. We no longer support this device/mods therefore we consider this matter resolved.
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21846339
  
  I am rejecting this response because:
  Motorola was unable to produce any Motorola Public Announcement or information regarding any Moto Mods.I have 5 Mods, so if they stop working I am out of pocket an estimated $1000.00.
  I looked all over their website and I was unable to locate any official information.  
  
  The assigned Rep only sent a PDF file with a few steps in it, which is a sick joke. The *** flat-out will not work any longer.This Mod works on all moto devices, depending on their Android firmware. 
  
  These pictures are from the official Motorola  packages for this Polaroid Printer Mod. This item cost around ******. I am totally ticked off by the communications from this company. 
  The OEM is Motorola, but they continue to deflect, and will not take any ownership at all. 
  There is no such information that the mod would not work later on. This would be like a person ordering a TV that most likely will not work in 2 years. Who would buy into that??
  This has been ongoing  since 2022, where they removed the CA Marketing Polaroid Insta-Share ***, only to to turn around and make it accessible for a short period of time. do not contain any writing that the Mod would not work after a few years.
  Sincerely,
  
  *******************