Posted by Nikole
Your Customer Service Sucks! I Have Waited On The Phone For 3 Hours Yesterday, And 2 Hours Today So Far And Noone I Mean Noone Has Anwsered The Damn Phone!!!! This Is Ridiculous.
Motorola customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Motorola.
18
Aug
06
Feb
Posted by Anonymous
How about you stupid mother f****** let a mother f***** make a f****** call to you f****** useless c*********** f****** money sucking pieces of s*** instead of f****** giving them the runaround and trying to charge him to answer a f****** question how about that you f****** c**********
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Aug
Posted by Cspoon
FIVE phone calls, FIVE person, THREE weeks later I finally get my phone. Wait, not finish... What do I do with my defective phone? No instructions, no mailing address, no shipping label... No nothingÃ?â??Ã?¿ I guess I should keep the defective phoneÃ?â??Ã?¿0r do I need to talk to FIVE persons
06
Aug
15
Jun
Posted by angry old lady
I wish I had seen some of these comments before I purchased a Moto X last May. I contacted customer service in April because the camera malfunctioned and will only take "selfies". Ironic since I've never taken one. I talked to so many different reps. that I lost count. Just kept getting passed from one to another. When I finally spoke to a supervisor, the call was disconnected and I had to start all over again. They refused to honor the 1 yr. warranty on their product, insisting it was out of warranty even though I had purchased it new within the year's time. Out of frustration, I finally took the phone to a local repair business. They replaced the camera and that didn't correct the problem since it's a circuitry issue. The repair person told me this is an ongoing issue with the Moto X and the Droid Maxx Ultra. What A USELESS COMPANY. The fault is clearly theirs but they take no responsibility. NEVER NEVER buy from this company.
29
Apr
Posted by kk
I am so pissed and disappointed with Motorola. WORST CUSTOMER SERVICE. THEY SUCK BIG TIME!!!! Bought a moto G gen 2 phone in December. However in march it started giving problems. The screen would go blank and cannot use any functions. So I contact Motorola in April, after speaking to the third rep. who finally sent me a label to return the phone for repair. After two weeks, and sending it to the wrong address, I finally got a refurbished replacement. SO upon turning on the replacement the phone was stuck over thirty minutes on the M screen. So i called tech support, where we tried to reboot the phone and it did not work. Now they transferred me to the escalation dept who said they send another label to return the phone. I did not get any label that evening. so I called Motorola again. After speaking to five representatives again, finally someone sent me a label. Then i get a call from another rep, who said disregard the label that my old case is closed and they have to escalate a new RMA. Asked for a manager, being put on hold for over twenty minutes, got disconnected. Called back and asked again for a manager, this time the rep is telling me that I have to wait 24 to 48 hours to resolution, since the IMEI number is not coming up in there system. Now been on the phone all morning with these people, which is annoying considering they can hardly speak English properly much less understand. Asked again for a manager. Waited another twenty to twenty five minutes, as soon as the rep transferred me and I started talking to the manager got disconnected again. So i called back again. This time I get another person from the escalation team, who this time is telling me they cannot do anything for me that i have no choice but to wait the 48 hours for there IT dept to look into the matter,since the IMEI number is not registered. So in other words These incompetent idiots from the repair dept did not register the IMEI number before sending the replacement to me. So says months from now, if that same phone was not working I would have been screwed. MOTOROLA IS THE WORST COMPANY TO DEAL WITH . THERE CUSTOMER, REPAIR, TECH SUPPORT TEAM SUCKS. THEY ARE LOCATED IN THE PHILIPPINES AND THESE PEOPLE DO NOT KNOW HOW TO HANDLE CUSTOMERS THE RIGHT AND APPROPRIATE WAY.THEY CANNOT SPEAK OR MUCHLESS RESPOND PROPERLY. YOU KNOW I HATE TO SAY IT, SOME OF THEY SOUND INCOMPETENTANT. DID MOTOROLA TRAIN THESE PEOPLE AT ALL? THEY DO NOT KNOW HOW TO HANDLE SITUATIONS, THEY EVEN HAD MY ADDRESS WRONG, AFTER I HAVE TOLD THEM A MILLION TIMES THEY HAVE MY ADDRESS WRONG. AND YET STILL SENT THE REPLACEMENT TO THE WRONG ADDRESS. SINCE NOW ITS MOTOROLA'S FAULT, SINCE THEY SCREWED UP WITH THE REPLACEMENT IMEI NUMBER, THEY SHOULD HAVE JUST AUTOMATICALLY BEEN ABLE TO SEND ME OUT ANOTHER PHONE WITHOUT ME WAITING. I AM FUMING, I AM SO MAD. I AM OUT OF A PHONE FOR OVER A MONTH NOW. THIS COMPANY DOES NOT KNOW WHAT THEY ARE DOING. DO NOT DO NOT BUY ANY MOTOROLA PRODUCTS, ESPECIALLY A PHONE. IT SUCKS!!!!!!!!!!!!!!!! VERY VERY DISAPPOINTED.... MOTOROLA I NEED SOME ANSWERS OR JUST REFUND MY MONEY THAT I PAID FOR THIS PHONE.
27
Apr
Posted by Anonymous
I have a Motorola Droid Turbo II. Yesterday, Samsung provided an update to the Marshmallow operating system for my phone. In going through the tutorial of the supposedly great new features available, none of which provided worked (shaking, chopping and the like). At one point, I was requested to enable Accessibility options, at which time my phone locked. I thought that I would have to go to the Verizon store to get it fixed. Eventually, after 20 minutes or so, it unlocked. In addition, among other issues, the connection between my Vivofit 2 and the phone software was lost. I could not get it to pair; tried uninstalling software and reinstalling to no avail. Further, in order to get several other applications to work as designed, I had to disable Google. 45 minutes on the phone with Verizon support did not fix these issues. I was told that I probably would have to wait for the next Marshmallow update for a resolution.
I do not find this acceptable.
I have had other problems with this phone from the beginning. For example, the first day that I had it, it locked me out and I had to perform a factory reset, dumping recent calendar entries. In addition, since day one, it has refused to delete some emails, loading them multiple times, to be deleted time after time.
I am sorry that I did not get another Samsung phone instead of this one.
03
Apr
Posted by C.M.
Motorola has one of the worst customer service departments that I've encountered. I bought a Moto G (3rd gen) phone in late October. I really liked the phone, but had problems with connectivity during calls (voice echoing, disruption, etc.) made on any Wifi, regardless of the router/internet provider. Calls made on my service provider's network were fine. My son has the same phone and experiences no such issues. Our phone settings are exactly the same. I followed all the help' guidance on the Motorola website, visited countless blogs, recalibrated the phone using various call settings, and called Motorola tech specialists' over a two month period without being able to resolve the issue.
I called Motorola in late December and told them that I was reasonably sure the issue was in the phone, and that I wanted a replacement. After two phone calls and one chat session, they told me that it could be my phone service provider and that I needed to contact them before they would go any further. I told them that I had encountered the problem on several different Wifi configurations and that the phone worked fine on my provider's network. Further, my phone provider has nothing to do with my internet. I did comply with their request which improved nothing.
I called Motorola back and after numerous calls/chats, they finally told me they would replace the phone and would send a mailing label that afternoon. After hearing nothing for two days, I called them back, and they finally emailed me the label. They told me that it would take about 8 days to receive the replacement phone (4 days to return my phone + 4 days to send the replacement). Over a week later after hearing nothing, I called and asked about the status of my phone. They informed me it hadn't been mailed yet, but they would send it in two days.
Two hours later, I received an email stating that they did not have a replacement phone, and that they would now refund my purchase price. I was baffled. After a month of emails, conversations, chats, and mixed messages, this was their response?! To add insult to injury, they said it would take 4-6 weeks to refund my money, AFTER they reviewed and accepted my invoice and other documentation. Three weeks later I received an email that they needed my bank information, and the deposit would take place in the four to six weeks. I finally received the refund nearly 2.5 months after my December contact with them.
My experience suggests that their customer support system is completely broken. The customer call service connectivity was usually lousy. It never seemed like they knew what was going on. I would get conflicting emails following calls or chats informing me that they felt the problem was solved'. I lost track of how many hours I spent on the phone or in chat trying to resolve this. Of note, they were polite, even if inept. It is a sad testimony for a company that provides communication services. The phone is well-regarded in reviews, but if you happen to get a lemon, you are in for a miserable process. I will never buy another Motorola product again.
19
Mar
12
Feb
06
Feb
Posted by W
Woe be unto you who try Motorola Repair service. I sent in a phone for repair. When i made arrangements they said five days. Just under three weeks later and note, zero, nada has happened. When monitoring the activity on my phone they note it was received 25 January. Fed Ex notes they received it 20 Jan. I have done on-line chats with representatives in the Philippines, they know nothing about the status. The send me to repairs in Fort Worth Texas, which i now believe is some site in Mexico as absolutely every person i have spoken to there has issues with or speaks English poorly. I have almost broken into my Spanish just to get things clear. Every time i have contacted them i have gotten incomplete or different information. So much so, that i have begun to wonder if this is a finely tuned fraud operation. After the fourth call in 15 days, i was told they did not have the part to repair the phone. No date was given when they would have the part. No offer to provide a loaner phone given that so they could sit on my existing phone, no offer =of any compensation or remediation was made. As a person working in customer service on a daily basis this has been the absolute worst experience i have had. While i love the specs, capability and pricing on the phone, it has gotten to the point that i would not recommend Motorola.
I should also note, that i requested a customized pure edition. It was mostly done but not completely. Another annoyance and frustration with the ability of Motorola to fulfill orders and meet expectations.
04
Feb
Posted by Anonymous
"!!!WARNING!!!"
To all motorola customers:
I paid for an advanced exchange from motorola on january 21st and was told it would be shipped in 2-4 days, 6 days later I called their support team because it was still not shipped. They sent me to their escalation team wo told me that they did not have the parts to send me a new phone since it was a custom motox 1st gen. After being run around by multiple people including 2 supervisors I was told that they would send me a stock moto x 1st gen with the parts they still had and it would be shipped in 2-4 day exactly. Today is day 5 and my replacement phone has still not been shipped. I have tried to contact motorola and they continue to tell me they can't help me other than send my RMA # to another department and mark it "URGENT". Yesterday my truck broke down on the side of the interstate on my way to work and I had to wait over 2 hours before a cop pulled over to see what was wrong before I could get any help. If motorola would have sent me my phone by the deadline they gave me I wouldn't have had to deal with any of that. If anybody out there is thinking of getting a phone from motorola consider this, if you ever have any issues or need a repair or exchange don't expect it for at least a month. I've done my research and I am by far not the only person who has had trouble with their customer support. Motorola is by far the worst and least helpful company I have ever had to deal with and i feel like it is only fair to warn the rest of the world before they have to deal with the same inconvenience, blatant disrespect and lies that I have had to deal with from the motorola company. It's been 14 days now and they are still giving me the run around.
