Consumer Complaints and Reviews
Moto G4 plus faulty, purchased directly from Motorola website, repaired by Motorola after 4 weeks of receiving it. Sent back with exactly the same fault. Have spent last 4 weeks proving that under the 2015 Consumer Rights act, I can request a full refund. Even sent them relevant paperwork. They have decided not to offer refund, instead they sent it to their legal department 2 weeks ago. Now they don't even bother to contact me despite 4 calls and messages to them. Today started legal proceedings against them via Small Claims Court. So much for Customer Service. Will never buy anything from Motorola again. See them in court and can claim extra expenses yes. UPDATE 7 Feb. Received email from company saying they will refund costs of phone + court costs + expenses (P&P etc.). Could so easily have been avoided, silly company.
Bought Moto G Plus 9 months ago. Suddenly started flickering automatically and is not responding for few minutes. Service center nearby says "We don't take under warranty period phones. Go to another center which is 20 km away or call customer service number." Customer Care number is full-time busy. These companies which take so much effort to sell mobiles at doorstep through Amazon, why don't they take up responsibility to deliver a durable product or at least provide adequate service centers? Fed up with Motorola experience.
Dear Supporting officers, Motog4 camera rear side was giving quality images. Service center says due to scratch. How the scratch came within 6 months as compared to my previous phones usage. Seems product design issue and the material used. LCD panel also cracked, charger was not working. After 2 hours wait at service center they replace charger. For camera issue asking 1800 rs even phones under warranty, Motorola not even ready to understand the realistic issues and not ready to fix issues. Made my life miserable. I will never recommend purchase Motorola to anyone as they have damaged good brand name. How to resolve this issue. Anyone can help.
I have bought Motorola G Turbo edition by Amazon 9 months before. After 6 months it slow charging. Full charge in 10 hours. I have visit the Motorola customer care Jaipur Rajasthan. According to them there was some problem in hardware. At that time hardware was not in stuck. Estimated time given by them 7 to 15 days. After 15 days I have collect my mobile but now again that phone was slow charging.
I have used 3 Motorola mobiles - Moto E, G and G4 plus. I have always felt that the mobile is more worth than the money paid, but once an problem occurs with the phone, then I think why I bought Motorola. The customer support are very rude arrogant and unprofessional and are never ready to help you out and just keep arguing. The service center - 0/10. I had issues with Moto E and took phone to service center, waited for a month to get it repaired. This time when I go to service center with Moto G4 plus with multiple problems, agents there are impatient to listen to the problem and act arrogantly as if they are doing a favor on us and got back my phone but the issues were still there. So advice to all of you - phone is good, but once issues occurs consider you get no or very less help from Motorola.
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I brought Moto E XT1020 a one year back. When I was using mobile phone suddenly I got message of gallery has stopped then I went app manager and clear the cache of gallery application. After that I restart the phone and it could not power on. Then I went to Motorola customer care center in Karimnagar district. They examined and kept 2 days. After two days they said the phone will not work and the booting file missed and also they advised to me it will not repair anywhere in the India and it is better to buy another phone instead of repair this phone.
I have bought Motorola 4G Plus by Amazon 5 months before. After 4 months it starts shows continue charging. I have visit the Motorola customer care Sector 20 Chandigarh Rameshwari service center. According to them there was some problem in hardware. At that time hardware was not in stock. Estimated time given by them 10 days but today 22 days passed. No update by them or even they are demanding 10 days more for repair. No backup mobile is given by them and I am facing the problem last 22 days. I think it's my big mistake to choose this brand for the mobile. I am also going to the harassment cell (consumer court) for this ignorance.
I've had Moto phones for the past six years. Atrix, Atrix II, G, G3, G4 and now the Z Play. All of the phone have been excellent in battery life and functionality and I am a very heavy user. This said, I still use my G3 as a backup and recently the screen started acting up. I went online, spent less than five minutes going through their trouble shooting section, it determined it needed to be sent in.
A quick check of the IMEI showed it was still in warranty (by five months) and repairs would cost nothing. They wanted me to print out a sheet to include with the return along with a copy of the proof of purchase (bought from Newegg) and they sent me a prepaid Fedex Overnight label. I shipped it and it arrived to them the next day. I got a email late that night stating that Moto had received the device along with a link that allowed me to track the status of my repairs.
Three days later it was done, FedEx notified me with a tracking # that my phone would be arriving the following day via Standard Overnight. Once the phone arrived I checked it out, they had indeed repaired it as the IMEI & Serial #s were still the same. They had updated Android to the latest version and the documentation showed they replaced the screen (glass/digitizer/actual screen) due to "irregularities". Needless to say, the whole process from start to finish was simple and easy. Why anyone would call tech support to return a malfunctioning phone is beyond me. They have the self service tools in place online for a reason. They even offered to send a replacement phone to use at no cost while mine was being serviced, but I declined that as it is only a backup phone.
I was told that it had a great camera and took amazing pictures. No. Very had to use and terrible pics. If you are on a call you can't look something up on internet. It won't let you. I HATE THIS PHONE.
Poor quality known issue and poor support. Bought Moto 360 a year and a half ago for $299.00 plus tax. Like a lot of others the back cracked and the band won't stay on. I know it is out of warranty. I wanted to buy the part which was available online for under $20.00 but none are available now. I called Motorola for support and they can only fix it at a cost of $100.00 plus shipping. Making a profit center out of a known poor quality issue. My advice buy a cheaper watch online. At least you will get what you pay for!!!
I have been using Motorola from MOTO E version and purchased almost 5 mobiles of Motorola but the way your helpdesk person responded and the way the Kavya enterprises service center at Shivaji Nagar, Pune was very much nervous. I had issue with my charger of MOTO G4 plus handset and I have searched for the service centres in Pune and visited two service centres which were displayed on Motorola's site and both said, "We do not deal anymore." Then I called the Motorola customer care and they have redirected me to kavya enterprises where I met Mr. Ajay ** (Who says, "I am the highest authority of the Moto service center"). I have explained him the issue and he asked me to take a token and "wait for your turn" where I have waited for almost 1 and half hour then he denied to accept the Amazon's online bill and asked me to get a printout.
The very next day I have visited kavya center again and given them the token and bill which they again denied for token validity and asked me to get new token which I have agreed and requested for a new token and the token guy says, "We do not have tokens available." After which I have requested Mr. Ajay ** to help me and he in a rude language replies ("If there is someone else who is not a token service center please go to level two or four days"), so I have requested him, "Give me your escalation point of contact for which he says that he is the highest authority and "Complain whomsoever you want to complain."
After which I called the Moto customer care and explained the entire scenario and there also I got a very unsatisfactory response. Eha joshi from moto customer care officer was also not in a mood to help me and give me the next point of contact nor listen to me. She also replied me as mr Ajay replied for which I have audio recording with me. I request you to please act on the same and call me on ** for more clarity. If this is the attitude of a customer care person and a service center person then is strongly recommend everyone to do not purchase Motorola mobiles.
I bought a phone 5 weeks ago (1 year warranty) and it has power off issues. 3 calls (25 min each) submit proof of purchase 3 times and they decline warranty work saying it's out of warranty. SAVE YOUR PHONE FOR A PAYPHONE because Moto phones won't hold up.
Useless engineers, customer service and rest of the company. Had to send my Moto X Play for screen repairing with proof of purchase. Apparently they received the phone and not the proof of purchase. No one contacted regarding the status of phone neither sent any notification whether they have received the phone or not. After repeat contact, two weeks later email came saying, “Our engineers have checked the phone is out of warranty date" and there is proof of purchase and it wasn't. They lied. Sent proof of purchase. Engineers checked again. The cost was triple the original cost. How does the warranty change cost.
Then no status update, two weeks of more wait time. Another call came saying, the phone failed quality check and "we have to replace the main system and you have to pay for that" and total of £126.00 charged for my repairing with 4 weeks wait time. This is my first and last time for Motorola. Anyone read this. Do not buy their products and services. Very disappointing.
I received my Moto g4plus in the month of July. Hence I was not having two sims. I was using only one sim till time. Now I taken a new sim and kept in sim slot two. It worked for some days then it is showing error that it is not getting detected. I called customer care. They said format it. I did that. After that some time it worked. Then again same problem. I went to service centre. The people said it is damaged and not be repairable. I want to know how it is? I have not used that slot. My phone is not fallen anywhere. Then how it is I spend 15000 on it. Customer cell people and service cell people are not giving good response. Motorola service is worst I must say. Is there any solution on it. Please help.
I purchase a Moto Z phone a month ago from Motorola.com. The phone has a very bad battery life for me so my first reaction was to ask for technical support. I started a online chat and got connected with a "professional tech support". I described my problems and 2 minutes later, I got a long response which was CLEARLY copied from a template response. I was not very happy since my description already proved that many of the solutions provided were useless. I then said this and reiterated my problem and was hoping for some more specific response. And after a long wait, I AGAIN got a template response asking to basically do the same thing!!! I was so frustrated and asked to escalate my case to a higher level, and then the rep simply disconnected me!!! That was simply the beginning of the nightmare. I was very upset so I decided to return it. I followed the online link to request for a return label.
A few hours later I received a label with the wrong address of mine. Then the nightmare began. I chatted and talked with the customer service for more than 5 times just to correct the shipping label so I can send the phone back. The first four reps promised me to fix it and they all failed. The fifth time I finally got a new shipping label that has the correct address of mine and I then immediately shipped the phone back and thought I could just leave the whole thing behind me. However, three weeks after the return was delivered, I still have not received the refund. And they promised to refund within 7-10 days since they receive the returns. I had to call and online chat with them like 5 more times and then one of them finally figured out that the RMA number for my return is still associated with the original shipping label that has the wrong address, which means, in their system, they are still waiting for me return!!!
I of course gave him the correct shipping tracking number and he told me that I could relax because he already fixed it and I should get my refund very soon. However, about a week later, I still have not received my it. This is the worst return service I have ever had with any merchandise anywhere. I will NEVER buy any more Motorola product in the future, and I will strongly advise everybody to do the same thing to avoid bad purchase experience.
Never ever purchase any product of MOTOROLA, because after sales service is worst. In fact they don’t bother about the difficulties of customer, facing due to non working of products which was purchased by a customer. I had purchased Moto G Plus 4th Gen with 32 GB ram, handset from Motorola through amazon in June 2016. The handset is having problem of overheating. When I use handset continuously for 20-25 minutes, it gets overheated and then switched off. I contacted their service center and they reported PCB (Mother Board) needs to replace. I had handed over my handset to service center on 16th September, 2016 and 'til today i.e. 23rd October, 2016, it is with them only. They are not able to resolve the issue due to non supply of part from Motorola.
I had Communicated with Motorola through emails and phone calls (toll free number), several times, but still they are not able to resolve the issue, in spite, on every follow up they are always asking more time to resolve the issue. Even officials handling phone calls are not having proper information and update about the issue, and when asking them to transfer the call to responsible official, they don’t. On demanding replacement of handset, they told, according to their policy they will not replace handset. THEY HAVE POLICY NOT TO REPLACE HANDSET BUT DON’T HAVE ANY POLICY TO RESOLVE THE ISSUE IN REASONABLE TIME.
Moreover, they are providing service through ENSURE SERVICES, Chennai, which I come to know from service center. I have also communicated through mail and phone calls, with their officials. Initially they talk to me and given false promises. Once they told me that they are dispatching part today, i.e. on the day I talked, when I inquired with service station, they didn’t receive any part. After 8-10 days when I called they told they have already dispatched part 2 days back. Once again the same thing happened, part was not reached service center. In-between this two calls and after that their officials stop receiving my phone calls. Both they, MOTOROLA AND ENSURE SERVICES, are not giving any update on issue. I don’t have free time to write reviews, but I am sharing this, so that no one else will face the harassment which I am facing. I once again recommend not to purchase any MOTOROLA PRODUCT.
I am on my third Droid Turbo 2 phone, all having defects by the manufacturer. It has stopped charging & this was identified as a manufacturer defect eligible to be replaced under warranty. Original call placed 10/10 was told I would be receiving a new device within 48 hours. 7 days later no tracking number, no phone has shipped and come to find out I will be receiving a refurbished model, not the custom phone I paid for and was promised-- if it ever arrives. Multiple follow up calls have resulted in hang ups, being audibly laughed at by 'agents' and lied to repeatedly. Additionally I discovered a 24.99 "premium fee" charged to my credit card by Motorola without my knowledge, consent or authorization.
When addressing this issue and asking for an immediate refund with (7+) "agents" I was told the order (that does not exist) for the replacement phone would be canceled if it was refunded, that they would need to listen to the call recording first (I have the call recorded myself) and other assorted stall tactics. Currently on the phone with a 13th representative who keeps repeating Motorola has 4 business days to ship the replacement device but acknowledges it is the 5th business day and no order is in sight. Still no phone, no idea when I will get a phone and no help.
I purchased two Moto x pure edition cell phones directly from Motorola. In less than six months one of the phones has had two major issues. The first Motorola did fix. Recently the charging port for the phone shifted to the point I could not charge the phone. I sent the phone in for repair as it's still under warranty. Motorola sent the phone back with a note that said simply "we did not repair your device." I called and was informed that I had damaged my phone. I attempted to speak with numerous individuals regarding this but got nowhere. I did not damage the phone myself. I'm beyond frustrated with Motorola and their beyond awful customer service. The really sad part is I took the phone to a local repair shop who fixed the phone for $60.00. Motorola lost a customer for life over a simple repair. I have since sold both phones and will never do business with Motorola again.
Last September I purchased a Brand new Moto X Pure Edition directly from Motorola. I love everything aesthetically about the phone. It works well for what I need it for Work, and life. After about 5 months I noticed when I went to hook up my phone for charging I had to very carefully make sure the cord stayed in the port to charge. I did this for about 3 months but less and less chargers I used would actually fit in the charger and charge, including the one they sent with it. There was no damage to the port. Eventually the phone would not charge at all. I had to sent it in for repair. Two weeks later I got back a different "like new" phone. After turning it on I didn't notice anything immediately but then It was when I got a phone call I realized the speaker was damaged. I could only use my phone on Speaker phone, otherwise it sounded muffled and inaudible.
I obviously was frustrated. I had been sent a replacement phone that was damaged. I contacted them and let them know. Keep in mind every time I have to sent it in for repair I have to borrow a phone from someone to use while it is in for repair. Another 10 days and I got it back again, the same device. I turned it on, logged in and again had my husband call to realize again they sent me the same damaged phone without fixing the problem. I called them Immediately. No one seemed particularly concerned. I spoke with one person and then went on hold for 15 plus waiting to be transferred to escalation department then I was hung up on. I called back, explained and was told not to hang up this time. Went on hold again for another 15 plus minutes before being told that they were experiencing a high volume of calls and asked if they could take my information so they could call me back in the next 2-3 hours.
I did this because I was at work and didn't have all day to sit on hold. I finished my day and heard nothing from them. 5 hours later I called them back. This time no escalation, no real concern, I voiced my frustration and all I got was "Your only option is to sent it back to the repair center." Having paid a $480 plus tax for phone and insurance (Thank god I got extended, even though it isn't doing me any good) I can't afford all this mess. Sent it away, AGAIN. Another 10 days got a different "like new" phone. Opened it. It took roughly 15 minutes for the main screen to load. Oh no here we go again. I turned it off and on again. Boom it worked. One week later I go to get in my phone and the touch screen does not work. It has not been dropped, no water damage, nothing. Overnight it stopped working. I tried a factory reset, nothing worked. I called Motorola. This time it seemed someone actually wanted to help.
We started off on a good step with an attempt at getting a new phone, not "like new" phone. I just need something that works. But it looks like because I had used the MOTO Maker and they currently have no Moto X Pure Edition in stock they can't find me a comparable phone as first suggested by the most recent Motorola customer associate. It appears I get to wait until I don't know with a phone that is useless. I loved my phone. I hate the service I have been getting, and poor quality products.
My volume button became defective. I called Verizon and ended up talking to Motorola. They gave me 2 options. Send the phone in to be fixed which takes 5 days. This would mean no phone for 5 days which would not work because this is a business phone. The other was to have a phone sent out to me then send the defective phone back for a charge of $25. They also put a $300 hold on your credit until they get the phone back. So with no 3rd option I paid the $25. I had to pay for their defective device. This was a experience that could have went a different way. My advice is that if you are looking for a company with good customer service Motorola is not it.
I've been trying to order a Moto X Pure Edition for over a week. You are able to customize your phone with various features such as color, design, memory, etc. You cannot customize your phone for most every item you choose is out of stock. Even if you order the phone with features that you don't want just so that you can place your order, you still won't be able to place your order. So now you are in checkout ordering a phone that you really don't want but willing to sacrifice your features so that you can go to the checkout. But then in checkout they will not recognize your street address, they will not recognize your expiration date. Thereby denying you the ability to order a phone that you really don't want anyway.
I don't know what happened to this company but they are among the absolute worst that I've ever had the misfortune to encounter. And to top it off, try to get a hold of someone in the company so that you can ask them directly what de hey. Even just to email someone, anyone in some sort of management position so that you can express your disbelief for all the time you've wasted with this ** company. All they can do is put pictures of themselves on the internet of which I personally would be too embarrassed. Obviously none of the people in management have an inkling of what's going on and why Motorola will soon only be a memory of business gone past. What a bunch of morons.
I have given my device for service on September 9th and after a 20 days they call and says due to technical reason the work sheet is cancelled and it will again take 20 more days. That was the first and last call. When I call back they don't attend the call. Service center is closed if you visit even on working day. Customer call center also have no reason. DO NOT BUY MOTOROLA DEVICES. USELESS SERVICE CENTER AND USELESS CUSTOMER CARE CALL CENTER.
I went against my better judgement and purchased a phone directly from Motorola knowing that so many people have had issues with shipping. As you may have guessed I am yet another case of garbage shipping handling on Motorola's behalf. First the shipment was delayed over two weeks (ordered on 9/8 and estimated to be delivered 9/18). After multiple calls to customer support my shipment was finally processed and I was given an estimated date of 9/28, more than a week after the "promise date." Now the shipment is being held in customs because Moto did not provide the correct information to customs to get the packages through and have held up over 3,395 other items (number provided by FedEx). No estimate as to how long this will take to clear up. This will be my only and last purchase from Moto ever again. Please if you are reading this DO NOT ORDER directly from Moto. Hopefully the hardware is more robust than the company.
I sent a Motorola Moto G for warranty repair. Motorola returned me a Moto E as a replacement. Motorola should have at least sent me a phone of equal value. I paid 79.99 for the Moto G. A Moto E sells for 30.00 now. I'm being screwed out of 50.00 by Motorola. Shove your phone up your **.
I found a charge on my AmEx bill for $435 for a Motorola phone. I called Motorola and they said that they cannot tell me who placed the order, what address it was sent to or who signed for it. They said the information must be sent to their legal department TOGETHER WITH A SUBPOENA AND A POLICE REPORT. This is the most absurd request I've ever gotten. Every other company can answer those questions. I went via AmEx who said they sent me documentation about the phone, but I never received it. They will resend it. How come AmEx can send that but Motorola can't find it. I've never had one of their phones and you can be sure I'll never get one.
Didn't get insurance on the phone, for it was an extra $20 a month that we cannot afford. Figured "worlds first shatterproof screen", what do we need it anyways? Left for a funeral, my wife left her phone on top of the car, and didn't tell me. These phones we are financing on. So none are paid off. The screen wasn't shattered, but nicked and beaten.
We went to Verizon with high hopes of some satisfaction. Maybe the screen just get replaced? Instead they say it's not a repair they can do, seems it's a Motorola device, have to call Motorola Customer Service. We did while we were in the store. Instantly someone picked up. A woman with a medium tone. We told her what's going on with the device, and she says it sounds like more of an issue with internal parts. They said "take pictures of the phone and send it via email at this email." Fine. We send it, and we didn't get a response. They need my email to send me a link to respond to. So we called after 5 minutes. And they said "what is the email." We said "it's [this] at GMAIL.COM." They then respond saying "OK, we have [this] at YAHOO.COM." So we corrected it, and sent them photos of the damaged phone.
They said they would call back with what to do, and everything else. They never called us back, and we called them RIGHT when they opened, and was on hold for 30 minutes, before I hung up, after the automated voice said our wait time was 16 minutes. I would not recommend a Motorola device, because of this issue. Maybe if you tell them you're a cop, they may respond differently. But...
I'm sorry went to Best Buy and I bought a second generation Moto 360. It was on sale for $274.99 brand new. Unfortunately that came with LCD bleed showing signs of yellow discoloration on the LCD so I went to Best Buy and they kindly offered me an exchange and refunded me $35 for the trouble. That watch has a dead pixel and discoloration. Upon contacting Motorola they refused to issue me a "new one" as a replacement and said it was Best Buy's duty to replace it.
However they did not have any in stock and the nearest Best Buy with one in stock was in South Carolina... I live in Atlanta, Georgia and I already had to drive 2 hours to get the replacement watch. I understand that Best Buy is responsible, however Motorola should be liable for their products. The fact that they did not make an exception for this one issue shows that they are not helping their customers. At least Best Buy has some decency. Representatives that we were caught off of copying and pasting policies and not willing to help further. One even hung up on me.
I purchased a Motorola 3rd generation turbo mobile from Flipcart in 10500 in February 2016. One day in July, after 4 months itself, it burnt. With smell in rooms, when looked carefully, the charging point was melted and stuck in phone. The phone melted at charging point. When I contacted Flipcart customer care, they asked me to visit Motorola service center. Their representative, she said it will not cover in warranty. You have to pay 3200 Rs for the repair. I refused because 3200 Rs on new phone within 4 months, it is not worth. The Motorola phone is very very bad. Flipcart after sale services very very poor. I would recommend not to buy Motorola phones on Flipcart. Both Flipcart and Motorola are bad bad baddest or very worse quality and poor services. I am throwing the phone now in dustbin.
Within the 1-year warranty provided by Motorola, the motherboard on this phone was shot. I contacted Motorola and because I'd had a cracked screen repaired by a 3rd-party professional (Gadget Fix), they said it invalidated the Motorola warranty. "They may have done something to damage the phone," says Motorola. I understand, but when I called Motorola about the cracked screen earlier, they said that wasn't covered by the warranty. So you continue to try to use a phone with a cracked screen in order to maintain the Motorola warranty? Or do what's needed to fix the phone using a reputable (and expensive!) repair shop? I don't feel like there was even a realistic option. IF Motorola would have fixed the cracked screen, I'd be without the phone for 10-14 days. The local repair shop had my phone back to me in 3 days. The "customer service" rep was very apologetic, but that doesn't really help in this situation. No more Motorola devices for me!
I'm really not satisfied with the service these centers providing. I have purchase new Moto g4 from amazon.com on 17th July 2016. I'm satisfied with the mobile features they provided but with a malfunctioning charger, so I reached to nearest service center to me i.e. near M.I. Road, Jaipur. After gaining knowledge from the store I come to know that this service centre is no more working for services. They only sell Motorola accessories. Then I left with only one service in Jaipur i.e. in Shyam Nagar, Sodala which is not so close to my home or office.
First they instruct to wait for 10 days for ordering from head office (those 10 days was very tough because it has turbo charging feature due to which it takes 4-5 hours to completely charge). After 10 days when again I reach to service centre they provide the charger without USB cable which earlier I have submitted to service centre and when I want to talk about the matter they are simply saying "just talk to our senior head". So I call for the senior but there is no schedule time for seniors to report, then I demand contact information of senior, staff there very rudely ignore and didn't provide any information. When I asked other people over there I come to know that senior reach the service center as satisfied to them which is mostly after 12:30 pm and service centre open at 10am.
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