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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.


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