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:04/27/2025

  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.

  I purchased a Motorola H725 bluetooth headset from cellphone store. About 40 days after purchase I was experiencing major issues with the headset. It is at the point the headset is unuseable. I contacted Motorola for support and all they did was to tell me to contact hubbleconnect. ************* sells baby monitors. Even they have ignored me. I have Motorola headset that I spent money on, that I need to work again. I have never come across a company that is unwilling to support their products.

  

  Business Response

  Date: 05/13/2025

  The information provided to the customer is the contact information we have for that product. We do not handle those products as we handle Motorola Mobility ie: cell phones and accessories. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23255549
  
  I am rejecting this response because:
  How can Motorola not support a MOTOROLA Bluetooth headset?  A MOTOROLA Bluetooth headset IS an accessory to a cell phone.  It is used for a cell phone.  Even your reply says you support cellphones and ACCESSORIES.  I have a MOTOROLA Bluetooth headset that is an accessory for a cell phone.  I need support, repair, or replacement.  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/20/2025

  The product was End of Life a few years ago, manufacturing of the device also stopped a few years ago. There is no longer support or product available for replacements. We consider this matter resolved.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23255549
  
  I am rejecting this response because:
  You claim no support, no replacement, no compensation for a faulty product that is obviously continued to be sold.  You have no problem taking my money.  I have never encountered a company that doesn't support their customers for one of their products that was defective after one month of use. I work for a smaller company and we would never treat our customers like this.  Very unfortunate.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/26/2025

  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.

  Subject:Escalation Request: Warranty Risk Due to uBreakiFix Damage and Normal Razr+ Wear Body:Hi,Im requesting urgent assistance regarding my Motorola Razr+ and its warranty status.I was approved for a one-time screen protector replacement, but I was informed that sending my phone in could result in my entire warranty being voided due to a tiny cosmetic **** near the bumper area where the phone folds.This **** occurred through normal opening and closing of the device. I have never dropped the phone. There is no cracked frame, hinge damage, or mishandling. Its simply a minor wear spot that developed with responsible use over time exactly what a foldable phone should be designed to withstand.Adding to the situation:During my first repair attempt at uBreakiFix (UBIF), my experience was terrible.They refused to properly remove the original screen protector during service, leaving me to later carefully do it myself.When installing a replacement, they botched the installation, leaving large bubbles on the inner ********** Im being told to ship the device for a new screen protector, but warned that I could lose warranty coverage for "damage" I didnt ******** extremely concerned that if I send in my phone, I will lose my warranty coverage over something that is clearly not customer abuse.I need confirmation that:My warranty will not be voided because of minor cosmetic wear from regular usage.I can complete the screen protector replacement either locally or safely without risking my full coverage.I am attaching photos that clearly show the device condition. I have documentation of the entire situation and would prefer not to escalate this publicly if we can resolve it internally.I love Motorolas devices, but after being failed by **** and facing risk of warranty loss simply for using the Razr+ as intended, Im asking for real support.Please escalate this appropriately. Thank you for your time and understanding.

  

  Business Response

  Date: 05/15/2025

  We have spoken with the customer and are assisting in resolving the issue. The customer has had one device replaced and the second device is pending resolution. We consider this matter resolved until the customer completes the second device replacement.

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising 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 Motorola Razr in May 2024 and in February 2025 it developed a crease where the phone folds which was effecting the screen ( common problem with flip phones ) see below.I sent the phone off on April 15th knowing the warrently was good until May 20 I sent the phone to ********* and the service said the phone had been tampered with and there was glue around the inside of the screen. I know the phone has never had any work performed on it So I looked up why I was being accused of having work performed on my phone and here is what ****** came up with...Motorola phones use glue to seal the device's components together for durability and waterproofing. Some residue is normal and can occur during production. Glue residue can be misconstrued:It's possible that the glue residue you see is simply excess glue from the manufacturing process that hasn't been fully cleaned up. It's not uncommon for phones to have a bit of residue around the edges. Motorola often uses a tamper-evident seal on their phones to indicate if the device has been opened or repaired by a third party. If your phone's factory seal is intact, it's very unlikely that it has been opened or tampered with by someone other than Motorola. So basically they are trying to charge me ****** to fix a phone that should be repaired under warranty

  

  Business Response

  Date: 04/24/2025

  Upon checking the phone, it was found to have been worked on as there was glue applied to the rims of the phone. This would never happen if serviced properly. The customer has been advised of the fee for repair. We consider this matter resolved.

• Initial Complaint

  Date:04/22/2025

  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 was told by the business that I would receive a refund on Thursday 4/17/25 in the amount of $800 after I returned the phone in which I did. I have not received the money, and when I called the business they are saying they do not owe ******* Reference #******-004917

  

  Business Response

  Date: 04/23/2025

  The customer has been advised, multiple times, that the security holds that were in place for replacements, have been reversed. This would not be a refund as the holds were never charged. If the customer needs further information they will need to speak with their banking institution. We consider this matter resolved.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23237682
  
  I am rejecting this response because: I R*J*CT  B*CAUS* I DIDN'T G*T  MY D*POSIT BACK *ITH*R TIM*. ****** D*POSIT SO YOU COULD S*ND R*PLAC*M*NT ** TO M*.i gave youi my account nu mber.two days later got replacement ph.Sent defected ph back. 23 MONTH/S AGO DID SAM* THING, DIDN'T G*T MY D*POSIT BACXK, TALK TO *MPLAY** LAST THUR, H* SAID TH*Y W*R* V*RRY SORRY AND IN 3 DAYS MON*Y BACK IN MY ACCOUNT. W*NT TO BANK AND NOT D*POSIT. 5 MONTHS AGO I WAS TOLD IT W*NT TO MY OLD CR*DIT CARD AND YOU GOT TH* MON*Y BACK,  GAV* YOUR R*P MY N*W CARD NUMB*R, WAS TOLD IT WILL B* IN , MY BANK, IT N*V*R WAS,GAV* N*W CARD NUMB*R THUR, MAN SAID W* HAV* IT ON FIL* FROM NOV . I GAV* IT AGAIN, MAN DIDN'T WANT IT, PROMISH*D TH* MON*Y AND WAS V*RRY SORRY FOR WHAT HAPP*N*D, CH*CK YOUR CALL CAUS* TH*Y ALL AR* R*CORD*D,  .TIR*D OF B**N MAKING A FOOL OUT OF M* AND B*ING LI*D TO,  NUMB*R I CALL*D FROM WAS ************. LADY SAID W* B**N TRYING CALL YOU ,IT WAS ON TH* * MAIL YOU S*NT, SAID STAY ON TH* ** TH* OTH*R R*P TRYING VCONTACT YOU, H* GOT ON TH* **ON*,KN*W ABOUT MY PROBL*M, S*NT R*PLAC*M*NT ** AND PROMISH*D TH* MON*Y IN 3 DAYS. NOT TH*R*, I CALL*D TU*SDAY AND TOLD NOT G*TTING TH* MON*Y THAT S*NT. TIR*D OF WAITING,I N**D TH* MON*Y,DISABL*D VI*TNAM V*T ON FIX*D INCOM*,  TIR*D OF YOU LI*ING TO M* ******** ******, SHOULD OI CONTACT A LAWY*R
  ?
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/30/2025

  All authorizations have been reversed on our end we have searched back the last year for charges, there has never been a charge made by our company, therefore there is nothing to refund. The customer needs to speak with his bank. If he has charges on his account we need to see a bank statement showing the charges so we can look further into it. 

• Initial Complaint

  Date:04/19/2025

  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 wanted to charge me more than I spent on the phone to even accept it for repair. This phone did not last me 30 days and would randomly function for a few days and then I would have to pry the case off it. They did not send proof of liquid damage and I dont think they even turned on my phone. My phone always overheated. I didnt have it for 30 days and the screen isnt cracked. They will hopefully at least send my fire hazard phone back. Two third party repair places said they had never seen the issue before and battery replacement didnt work. Usually screens crack from dropping and that never happened. Im especially insulted that they wanted me to spend more than the cost of replacement to even look at my lemon device. I at least thought they would prove the issue wasnt caused by a software defect but no- Motorola doesnt think heat makes a device more suspectible to damage while removing the case or anything else. Ive owned smart phones **************************************************************************************** 3 weeks. Constantly having to take the case and sim out as well because the issue would go away for two days and then return. Awful. I at least hope they let me know if theyre sending the phone back unrepaired or what.

  

  Business Response

  Date: 04/21/2025

  Taking the device to a third-party unauthorized repair center will void the warranty on a device. The customer's device was received with extensive damage to the back of the device, there was no liquid damage. As the physical damage is not covered under the standard warranty, a physical damage fee would be required to continue with the repair. The customer refused to pay the fee and wanted the device returned back. We are returning the device to the customer, unrepaired. We consider this matter resolved.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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.

  Something very strange happened this morning when I went onto the Motorola website with the plan to order a new phone. I went on the website.located the phone of my choice, did what I needed to prepare to order, but they have a program in which I can do a Trade in of an old Motorola phone for a new Motorola phone, so I went through the steps for registering for that. I did not get any clear answer about trading my phone, but then they said there was a payment option through ******. That took quite a bit of time, but I was told that I had a credit freeze either on Experian or on TransUnion. I checked with both and no credit freeze was on either. I then went back to buy it paying the full amount. However, when I thought I was finished, a message appeared that the charge was not honored and that I should contact my banking institution. I did that and saw a pending charge for $320.98 made today with Motorola Mobility. That alarmed me; I had received no confirmation of anything from Motorola, but that charge was identified as being from Motorola Mobility. That does require some explanation. I am a former employee of Motorola and owned two phones from them in the past, but never did such a thing happen to me before. I am submitting the image of the pending bank charge and the technical information of the phone I want to use for Trade in. I found no way to communicate with Motorola about these things; I was given no option to speak with a live agent. That is why I had to turn to BBB; a customer sometimes has to verify transactions that do not seem to be right, which was the case here.

  

  Business Response

  Date: 03/28/2025

  The customer contacted our highest level of support and was advised that there is not a charge but an authorization hold was placed on the card. This occurs with any order placed on **************************. As the order is not successful, the auth hold will reverse automatically once fully cancelled in our system. The customer should allow 3-5 business days for the auth hold to reverse. In regard to Affirm, any approval questions would need to go to Affirm. If the customer needs assistance placing an order they can contact us at ************. We consider this matter resolved.

• Initial Complaint

  Date:03/26/2025

  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.

  Phone experienced dead pixels on screen. ***air option is only available online:1. 03/20/2025 Unable to submit claim online due to UI error. Called over phone, shipped phone.2. 03/21/25 via ****** phone was sent to Motorola. 3.3/34/25 ***** confirmed delivery to Motorola. No confirmation from Motorola that my phone was received. 4.3/25.25 Still no confirmation from Motorola that phone was received. I sent a message on instagram for support, still no confirmation that motorola had received my phone. 5. 3/26/25 No confirmation from Motorola that phone was received. I reach out, but was told again to call a number.Spoke to *** #1 who claims that the phone has already been inspected and damage was seen. -Why was I not notified that the phone was even received let alone inspected?*** #1 says phone is damaged, and that I have no warranty. I do have a damage protection warranty that was purchased directly through Motorola. I asked for the call to be escalated.*** #2: Was no help and was getting upset that I was getting frustrated. Not one person at Motorola has given me confidence that my phone is accounted for, I have seen no photos of damage. If Motorola will not fix my phone I expect a full refund for the cost of the warranty. He said he was going to just ship the phone back to me, and he hung up the call. They are not refusing to honor a warranty I PAID for. I can pay for a fix via warranty. Question to Motorola:1.) Why was I not notified when you have received my phone? This is a personal asset, you should follow best business practice and notify client when in possession of their asset. 2.) Why did I need to follow up 2 days later? Is it the consumers job to chase these things?3.) Do you have proof that you have my device, and proof of damage? At this point I have no faith as two versions of the story has been told.4.) Why did not one client service *** provide me with reassurance of anything? I have been for two hours on hold.

  

  Business Response

  Date: 03/28/2025

  The customer was unwilling to work with our agents. The customer originally did not state damage to the device, so a delay in receiving occurred. As they did not mention the damage, the customer did not use a Accidental Damage Protection claim so they were made aware of the damage deductible for their plan. The device is being repaired without the deductible fee as a One-time courtesy, this will not occur again as the deductible is required when there is damage to the device. The customer should continue to watch their email for updates on the repair. We consider this matter resolved.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23120293
  
  I am rejecting this response because:

  1. You can listen to the recorded call of the claim where I mentioned It may have been dropped caused. I was unsure. she said either way it will be covered and they will let me know of a deductible depending on what they found because Inspection needed to be done first.  The claim was made on the phone and the *** was made aware of the warranty. So that is a lie. 

  2. My device was ***laced not ***aired, so that is another lie. I assume they never received my phone and are covering their tracks By "waiving a fee" I had no problem paying. 

  Take accountability, you didn't inform me that my asset was received or inspected. Your *** hung up on me after refusing to answer why I was not notified my device was inspected. 

  Please refund my entire moto warranty, I will be selling this phone and getting the Zflip. I will post on socials with the business response and my receipts unless someone takes accountability here. 

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

  

  Business Response

  Date: 04/01/2025

  We can have coaching/training done where needed. However, the device was received and the customer reached out to us before our agents were notified to reach out about the damage to the device. The deductible fee was waived as a one-time courtesy and either repaired or replaced as per the warranty. We consider this matter resolved.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23120293
  
  I am rejecting this response because:  Now the story has changed, again, You say  "the device was received and the customer reached out to us before our agents were notified to reach out about the damage to the device."

  Why was I not notified the second a warehouse received my device on Monday morning? It was 3 days and I had to reach out to you, unacceptable. You had possession of my asset, and to continue to call it a "damaged device" is very condescending as no proof of damage has been shown to me of any damage, no cracks, nothing. Why can no one from your company can answer this very simple question? It should have been scanned and automatically updated in the system, its 2025.

   Ill ask it one more time: Why was I not notified when your warehouse received my deice? 

  You called me a liar on the previous reply to the BBB, and issue is not "considered" resolved on my end until I get a refund for motocare.

   You guys lost my device and sent me a replacement, and now are covering your tracks by making me some villain. I am a client who paid your company for a service by buying a device and warranty. If I knew you would hold "waiving a fee" over my head, I would have paid for it, this has nothing to do with money and everything to do with your company ethics.

  And before you lie and say you "repaired" mine, I have attached a photo of what was in the box. Replacement device is clearly shown, I'm just getting ahead of the lies you might try to cook up.

  An apology would also be nice to hear from your company as well, but I guess when pigs fly. 

  I have attached an apology template for you to use for the next client so you don't call them a liar. I even broke down the apology to show what makes a good client escalation resolution. 

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

• Initial Complaint

  Date:03/26/2025

  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.

  The screen cover that's installed on the phone ( Razr 2023) is lifting and has cut my finger.

  

  Business Response

  Date: 03/27/2025

  The customer has not contacted ********************** in regard to this issue. If they are having issues with their screen, they should contact us at ************ to go over warranty options for repair. We consider this matter resolved until the customer reaches out to us to set up repair.

• Initial Complaint

  Date:03/24/2025

  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.

  Subject: Motorola Refusing to Honor Manufacturer Warranty Razr 2024I am filing this complaint because Motorola is refusing to honor its own manufacturer warranty for my Razr 2024. My Motorola account clearly shows that my device is under warranty, and Motorola even has a contract with a certified repair shop to provide same-day repairs for the known folding screen malfunction affecting this device.Instead of honoring the warranty, Motorola is passing the buck to Straight Talk/TracFone, claiming they are responsible for handling the repair. However, when I contact TracFone, they tell me to go back to Motorola. This endless loop has left me with no resolution while both companies dodge ***************** make matters worse, Motorolas dedicated ******************* for **** devices seems more like a department designed to block warranty claims rather than process them. Instead of actually filing repair requests and resolving issues, they create unnecessary roadblocks, delaying or outright preventing legitimate claims from being honored.Nowhere in the written warranty terms does Motorola state that using a phone on a specific carrier voids coverage. This is an intentional effort to avoid fulfilling a clear warranty agreement. I demand a clear resolution and immediate action to have my device repaired per the terms of Motorolas own warranty. It's a simple warranty issue that's so common they set up same day repairs. It's pitiful when a manufacturer renigs on their own policy.

  

  Business Response

  Date: 03/25/2025

  The customers device is a ******** product. ******** handles their own warranty repair/replacements. We would be unable to provide a repair/replacement as the customer would have to go through ********. We consider this matter resolved.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23108392
  
  I am rejecting this response because: you are literally not standing behind your product and standing behind the falsely advertised and misleading manufacturer warranty like for real not even slightly trying to warranty take care of your devices out of malfunctioning I would be embarrassed that even in your reply to my complaint the better business bureau is to shed the weight and not hemp to do anything when I bought the phone it come with your little warranty card right in the box I reject everything about this cuz straight talk is pathetic and an absolute disgrace and me the customer and just getting pushed around and pushed off when neither company is doing anything I can't even believe this is a thing like this is even going on to have two big companies play the point their finger and turn their back to a customer on a thing as simple as a year-long manufacturer warranty I mean this is just insane no I reject everything about your response about your initial actions to continue to actions all your employees continue to actions The absolute disgrace man promise you this is far from over so don't consider anything resolved cuz it it's just starting
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/24/2025

  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 January 3rd my Motorola 5G stylus wouldn't work called the the warranty people and they gave me a ***** number to send it off ,by the 5th of March it came back it still doesn't work I found out that the ** EI number does not comply to my phone for my carrier, I've called 10 times should I place and they keep giving me the runarounds I'm spoke to an Abigail, bert,via,and *****, and *******, and they are telling me it's up to my carrier they're the ones that messed up my phone is still under warranty today is March 24th, *****, and still no phone I'm paying for something that I can't use and what I understand is that the warranty after 7 days after they fixed your phone computer etc that I'm to get a new phone which that's my complaint about and I haven't received nothing they told me they're not going to give me nothing but they're still I don't have a phone.

  

  Business Response

  Date: 04/01/2025

  The customer has worked with our Level 3 technicians and was advised that the device is a carrier locked device. The replacement device was whitelisted on our end and the information needed was provided to the carrier. The customer will need to wait for the carrier to update their system. We consider this matter resolved.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23107439
  
  I am rejecting this response because: I'm not satisfied with response on 4-2-2025,the IMEI number does not match the original number when I bought the phone.On 3-3-2025 called warranty number because phone was broken,  got phone back on 3-5-2025 and still did not work , I took it to carrier , and they said "The imei number was not certified" meaning they chanced the number, and took out the original imei number. **** was on the phone 3-way when my carrier told him this on 3-7-2025, and **** **** up this is your problem not mine, you messed up, 29 days with out a phone, this phone is under warranty,  so warrant it! I want a refund now it over $600.00 dollars , had to get new phone, paid carrier for the month,  ect...
  

  
  

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

  

  Business Response

  Date: 04/02/2025

  The customer sent their device for repair. As per the warranty, the repair that was completed was to replace the main board. This will change the **** number of the device. The **** number can be located in the settings under About Phone. As the main board was repaired with a Spectrum locked model, it would be up to the carrier to ensure the **** is added to their system. Our technicians have alerted the needed team to advise them to have the **** added to their system as it is a locked device. The customer needs to work with their carrier for activation. We consider this matter resolved as the next step is with the carrier.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23107439
  
  I am rejecting this response because:
  Want to reject the business responses, and will get a lawyer.  They were told by my Carrier that it is a uncertified number the ***** I number.
  Sincerely,
  
  ******** *********