Motorola
Reviews and Complaints

My husband went to turn on his phone and the device started on fire burning family member, furniture and flooring. Homeowners insurance has been contacted and an adjuster coming to our home. Also, family member went to ER then to burn unit at UW Madison WI. Family member is now having lost time at work due to burns. I hope that we can settle this matter by being compensated for this tragic event.
Thank you,
Louise Gotzinger
[protected]@gmai.com

In the past 12 months I have purchased 2 of the model number listed above and both phones just quit working out of nowhere. The most recent one that I purchased in early June of this year and it just shut off and will not turn back on yesterday. The same thing happened with the first phone same model 6 months ago. So due to this issue I will no longer purchase any Motorola cell phones. And to make matters worse I had just purchased a $35.00 unlimited data, talk, and text 5 GB straight talk and loaded it on to my phone.
I thought I should bring this issue to your attention and maybe your company can investigate the problem with this model and rectifiy it.

Thank You

Mary Britcher

We'll, took video of a bug to show my grandkids but, went to watch it later and it wasn't there. Phone seems very squirrely to me and not stable. My Alcatel never did these things. Anoying other problem is ringer volume getting turned down and can't hear call coming in. Volume buttons are easily pressed when mearly holding the phone.

I purchased a Motorola modem/router to replace the one I was renting from my ISP. I called the ISP after installing because I was not getting the high speed we are paying for. ISP sent a tech out. He said I need to call Motorola to have modem tweaked.

I called Motorola customer support and have been on hold for over 45 minutes... even though the "estimate wait time" was only 8 minutes.

My wife's father was on the team that invented the pager at Motorola. He would be so disappointed in what his company has become. Lousy customer service. Sadly, last Motorola product I will ever buy.

I bought the mods because I was told the would be supported as the newer phones can out. I went to get a new phone and find out this is not the case. I had a Motorola phone as long as I can remember.

I got the pie update. It ruined my sound, among other things. I have since got a replacement phone only to find out that the sound is AGAIN messed up. I am a manager, who needs to hear the phone, but I cannot hear the notifications at times. Other times, it works, but then it just changes. ON it's own, to a lower volume.
I am now in a contract, for a phone that does NOT do it's part. I request Motorola to fix the issue in the software by immediately sending a patch fix or to buy back my phone (the replacement phone that was sent to me last week) so that I may purchase a working phone.

My name is Annette Kurzer. A valued customer through Verizon. My email is [protected]@yahoo.com and my number is [protected]
Yahoo Mail

AnnetteHome

Verizon Wireless
Your Verizon claim has been resolved.
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Verizon Wireless
To:
[protected]@YAHOO.COM

‎Apr‎ ‎26 at ‎1‎:‎37‎ ‎AM

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Your recent online chat conversation

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Your chat recap

Reference number:
-[protected]

Chatted on 04/25/2019 at 19:40:08

You
give me someone to talk to about an upgrade

Verizon
Hi there!

You
Hi.

You
did you read my first part? if not I can resend it

Verizon
Good evening Nette! I am sorry to hear about the mess caused by the latest software update, I will be happy to help check other options here

Verizon
May I please verify the number we are working with today?

You
well, my number is 4256688

You
BUT- im super mad at motorolla.

You
and if I have to ride out my payments and put it on hold, I will,

Verizon
It happened to me before when I received software update on my S8 by Samsung. I feel you.

You
what did you do about it? Im a manager and I HAVE to have a phone.

You
anyway the deposit they want is MORE than what I owe on my phone

Verizon
Software update is being sent out by the device manufacturer and you must be on WIFI with 100% battery before doing it to complete the process

Verizon
Were you able to compelete the process?

You
but they will refund it- if the phone gets to them, but Ive waited almost a week for a device they said I was going to get, so I am mad. and yes, it went all the way thru

You
so- what I need to know from u is this

Verizon
I can't imagine living on this planet without a working phone available to you at all times. Are you still able to use the phone?

You
yes. but theres no ringer volume, and it automatically will return to low or no sound

You
and I miss my messages about work all day long

You
its been this way since the update.

Verizon
Oh my!

You
and I loved my phone

You
a bunch of other stuff wont work, like face rec. and internet issues and app connecting issues and etc

Verizon
I completely understand where you are coming from since we depend on our phones. Let's review the account and complete some troubleshooting to get you a working phone as soon as possible. How does that sound?

You
I had a Verizon tech on my phone

You
they couldnt help me- BUT

You
what if I put my motorolla on the stand by, like inactive, but still pay the bill

You
but upgraded the Samsung

You
and change my number to it?

You
is that a possibility?

You
im just looking at options here

Verizon
Yes.

You
perf.

Verizon
The other two lines on the account are now eligible for upgrade that you can use. We call it "Alternate Upgrade"

Verizon
Since the motorola phone is still on a device payment agreement I can help you move that agreement to your other lines (either one of the two) so the upgrade eligibility on your 6688 phone line will become available, how would you like to proceed?

You
hmmmmmmmmmmmm. very good.

You
im not sure, I just needed some options before I made a decision.

Verizon
Nobody would ever want this to happen and to tell you honestly I also ended up doing the same thing, upgrade. And, I've learned from it. You can even try to do an internet search about unsuccessful software update to check on the forums or discussion.

You
so, then for the upgrade, would I keep the phone or use it for a trade in? I guess I am unsure about that part when you say you will transfer the agreement.

Verizon
Let me give you an example:

You
yeah, I tried, I did not find much on it yet, but then again, I havent done a lot of digging since they were going to replace it... but now- im really kind of mad.

Verizon
Let's go try another troubleshooting, would that be ok?

You
yeah, the whole volume buttons only control the media, I have to go into settings every time I want to change the volume

You
i had the tech put a remote assistance on the phone, she said shes never been able to not fix something. she sent me on to Motorola. lol.

You
we can try, but i have literally tried everything. other than a bug fix, if they have one.

Verizon
I truly appreciate that information.

Verizon
Please go to settings > > system updates > From the System update history prompt, tap Check for new system update. > OK

You
k

You
device up to date

You
theres no option to do anything but click done

You
which i did

Verizon
Thank you!

Verizon
I'm pretty sure you've done powering it off and on several times, correct?

You
oh yes

Verizon
Thank you!

Verizon
Any notification about running out of phone memory?

You
none

Verizon
Thank you!

Verizon
Can you please try to do the following steps below:

Verizon
Settings > system > advanced then tap reset options > tap reset wifi, mobile & bluetooth > tap reset settings

You
sure

Verizon
Thank you very much!

Verizon
I appreciate your effort.

You
ok, done. and?

Verizon
Did the phone turn off and turn back on?

You
no

Verizon
1.Press and hold the Power button until the 'Power off' option appears then release. 2.Touch and hold 'Power off' until 'Reboot to safe mode' screen appears. 3.From the 'Reboot to safe mode' prompt, tap OK to confirm.

Verizon
The process may take up to 60 seconds to complete.Note Upon reboot, 'Safe mode' appears in the lower-left of the unlock/home screen.

You
k

You
its in safe mode

Verizon
Are you now back on the home screen?

You
yes

Verizon
Did it change something, any improvement so far?

You
volume is still only the media

Verizon
I suggest to call our technical support for a more advance troubleshooting process. I have noted the account to back you up regarding "alternate upgrade" if all else fails (I hope not)

Verizon
I hope this won't be taken against me and Verizon, your understanding in this matter is highly appreciated

Verizon
The number to call is [protected] then press option 3

You
oh, and my call and ring sliders are opposite of what they should be lol, but not lol

Verizon
What? Oh my! I appreciate you for bringing this up to our attention, I guess the device manufacturer should stop doing this so called "Software Update" as majority of them keep having this type of issue. Don't worry I will take care of it! Rest assured this will be escalated to a higher level of management

You
you want me to do that even though i called Verizon to trouble shoot that on Friday last week? when they couldnt fix it

You
the tech lady was in fact on my phone via remote app.

Verizon
Yes, as they may have a tool available on their end that they can use to override the software update you did on the phone.

You
hmm. ok

Verizon
I have reported the issue though to my supervisor so we can bring this up to a higher level of management

You
i did try a factory reset, but the update updated it anyway

Verizon
Right! It's the operating system that is being updated when you do 'software update" That in case not successful can cause device malfunction which the manufacturer should have sent details about prior to letting the user proceed with the software update

You
yeah.

Verizon
Would you want me to check on anything else for you?

You
it wouldnt get off my phone, so i updated it.

You
no. i will call just in case theres something new to try. if not, how do i go about this upgrade thing without having to explain all of this? LOL

You
IF i decide to go that route

You
because im really mad at Motorola

Verizon
That's true, it's irritating to see it on the display all the time, but on my new phone right now, I just let it sit there, I don't trust it anymore.

You
VERY WISE

Verizon
I can go ahead and move the agreement now for you

You
Now i am too BAHA

You
UGH. i just dont know for sure

You
i just need options.

You
and i totally appreciate your help. youve been great.

Verizon
I was not even able to help you get the problem fixed :) I appreciate your understanding on this and I am sorry if I am taking much of your time today

You
not a problem at all.

You
at least i have better answers and more timely.

Verizon
How long would it take before motorola sends you the replacement?

Verizon
I see phone insurance on your account but if I was you I will choose to do the upgrade as insurance will only replace the same model

You
could i walk into a Verizon store and get the upgrade and switch the agreements, and is there commission, so if i were to do it today, do you get credit?

Verizon
*if I were you

Verizon
I don't get paid extra for anything I do, I'm from customer care.

Verizon
It is our goal to provide exemplary customer service and to render an appropriate resolution.

You
ok then. if you did, then i would stick with you and just decide now.

Verizon
Yes, you can go to the verizon store if you wish to do it that way, I have noted the account anyway about the alternate upgrade

Verizon
You may want to save a copy of our chat as a confirmation. To do that, click on the envelope icon located in the upper right corner of the chat window then send it to your email.

You
so, then if i were to go to a store, would they be as helpful? lol

You
i saved the convo

You
and i have a good Verizon store that i think could help me.

Verizon
That's a good question and I am afraid to give you the honest answer (just kidding) Yes they should help you out as it is part of our commitment when we take this job

You
i could get there tomorrow and have a phone that worked by nightfall.

Verizon
Cool!

You
thats what i needed to hear. im sure my boss will be pleased that this is getting corrected.

You
THANK YOU SO MUCH

You
wait

Verizon
Don't mention it I'm just doing my job the way we suppose to :)

Verizon
Sure thing!

You
i should still call that number just in case, right?

Verizon
Yes, if you would like to continue with the troubleshooting

Verizon
I want to make sure you don't have to chat back, do you have any additional questions?

You
sure, i will try. thanks. and no, i think youve done plenty! really great chatting with u

Verizon
I hope this won't be taken against me and Verizon, your understanding in this matter is highly appreciated

Verizon
Pleasure is mine :) I hope I was able to address all your concerns for today, did I?

You
yes you did!

Verizon
., It's been a pleasure assisting you today! My name is Jamie and I hope you have a great day! Thank you for chatting with Verizon! Please click the "X" or "End Chat" button to end this chat.

You
have a great night

Thanks for choosing Verizon Wireless.

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ID: [protected].3.0-8F4852D5-48C7-DA48-AB82-A495B0C3E7CB

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Send
Hi ANNETTE,
Thank you for sending us your device. It has been picked up by the carrier, and we'll let you know as soon as we receive it.

Here is the tracking number for your reference: 1Z096V4Y0697651093

Thanks for choosing Verizon Wireless.

Order Details

Order Number:
216869
Location Code:
N227501
Mobile Number:
[protected]

Shipping Information

Carrier:
US Postal Service
Tracking Number:
1Z096V4Y0697651093

Baby monitor stopped connecting with the eye, was constantly in a reconnecting mode with loud beeping noise. Contacted warranty support. Binatone is the 3rd party provider. They tell me I have to file a claim and the claim needs to be approved. It was approved and I was instructed to send the approval email to Binatone (why can't Motorola copy their 3rd party?). Next I was told I had to return the defective unit prior to Motorola sending me a new monitor and once shipped to provide the tracking number to Binatone. Completed as instructed. Then I get the following email:

"Thank you for the tracking number.

I released your order. We do see that we are still out of stock for the MBP36XL. We do not, at this time, have an expected date as to when we will be back in stock.

However, as soon as the unit becomes available again, your order will ship within 24 - 48 hours.

We apologize for any inconveniences this may cause you, and sincerely appreciate your patience regarding this matter. "

That's it? Now what...how long am I suppose to go without a monitor? It's bad enough that customer service is only open M-F, that I have to work on behalf of Motorola to send the warranty approval to their 3rd party, ship the unit back prior to receiving new unit but now...after I've shippped the unit I'm told there are none in stock! Not only is this one of the worst customer service experiences, but it's completely unacceptable.

Demanding corrective action ASAP.

I have a baby monitor model MBP-855CONNECT that is presenting problem with the night vision mode. We started using the baby monitor in early April/18 and everything was working perfectly. After 2 weeks of use, the night vision function has stopped working correctly. I've done the reconfiguration, I've already reset the device, I've followed all the instructions I could find in the User Guide, but none of that solves it. When the camera is in dark room it turns on the night vision mode, the indicator light lights up in the parent unit, but the camera image remains practically all dark. I need urgent technical guidance to try to solve the problem. It's impossible to use the baby monitor during the night, what is really upsetting us. I've been trying to contact Motorola support, however didn't have any answer so far.

Horrible battery life; have done everything and have taken it to Verizon; I turn off Wifi during the day (I have it in my home), have taken off some apps I have installed, I don't stream music or watch You Tube videos or TV, I use it primarily for work. SInce week two of owning this phone, it is 100% charged and then without using it, goes to less that 35% battery in 30 minutes. I can literally sit and watch the batter % go down minute by minute. I am filing a complaint about this: i don't know if it is the battery or the phone but Verizon was no help and I have read other complaints about this very same thing on line that others have experienced. I have bout an Android Phone for the last 10 years and will probably never buy another one. I like the phone and functionality, but the lack of customer service or concern by Verizon and my complaints never being resolved will definitely affect my decision as to the next phone I purchase.

Respected on line services
I ordered on 26 march 2018 motorola MOTO 360 smart watch from souq.com KSA riyadh. I recieved after 3 days. Shipment no. [protected]. When i recieved watch i surpriced to see packing on the outer packing box there were noon stickers except souq.com. When i used this branded watch? it was very below the expectations.
1- Hanging too much
2- heat up easily
3- Battery depletion very fast.
please refund my money to my souq account.I shall be very thankful to you for this kindness. pLease solve my problem as soon as possible.

[protected]@gmail.com

I am contacting you regarding the reward promotion for Motorola Z2 force phone during 2017 Christmas. I had purchased the moto Z2 phone from Sprint and I had submitted the purchase information to moto reward promo for the free moto Z2 Force projection. When I tried to get the status of the promotion on status. rewardpromo.com/motorola, I am getting my information does not exist. When I tried to call the customer service phone number [protected]), the phone number does not exist. The reference /tracking information that was provided to my when I had submitted for the promotion is HTXX-[protected]. The date of submission 01/03/2018. Copies of the receipt of purchase were also attached.

Date of incident: 01/03/2018
Client number: [protected]

Resolution: If this promotion was valid or not. If it was valid, I would like for the company to honor what they had advertised.

Ever since I purchased this Moto e4 phone from Metro PCS 9/26, its been one nightmare. My problems include everything from major sound issues, emails coming back after i delete them, no emails coming in for 5 days, no microphone icon, (it just disapeared), no ring sound when calling people (only the first one), texts not sending out, speaker going in and out, having to reboot daily. The list goes on! This is all in a matter of one month.
I took it back after day one and they messed with it a little, gave it back to me and said nothing was wrong withit! I took it to a corperate Metro store the following week, and they said they could do a factory reset, but it may not help. They will not even let me buy another one for 3 months because this was an upgrade ( it was a major downgrade!) so I'm just out of luck. Impossible to manage my businesses, especially my online one.
I did not get any warranty on it so I know I probably wont get anywhere . Ive already complained once, and I got a response that was worthless. They addressed one small issue (regarding emails) out of the many I talked about, and their solution, which I tried, has now made my emails not come in at all.
I have never written a complaint in my life (except last week ), but I am so disgusted with Motorola and Metro Pcs, I am switching to another carrier Monday which is the only way I can get a new phone and keep my business phone number. Unbelievable.
I know nothing will come of this, so I wont bother with a desired resolution. That would just be a miracle as I'm sure your bombed with complaints, and I'm just a number, but thanks for listening.

I have purchased two mobiles with a great ambition but it is an unfortunate thing that the two mobiles have put in west papaer basket for which the mobiles are not working with in one year with various parables like heating of phone, damage of charger etc. I would like to tell you the same would be able to publish in news papers more over the service centre in vizag is most irregular and they dont know how to behave with custmers they feel cusrtmoers are slaves at theirhands and thier end because of purchase of mortaoal phones. he very bad and un exposablle on this paper.
K.Nageswara Rao, Retired Assistant Director, survey and land records, visakhapatnam mobile no. [protected]

Dear, I have put my mobile moto z play in bhopal-based service center satyam mobile and computer on 24th april 2017 for the media volume issue problem, which has the sheet no. srb2x0631704240008. you can tell me how often motorola servis center the last time I had to go for my mobile no network issue was on 24/12/2016, whose job sheet number srb2x0631612240006 was the mobile which was given to me on 2/2/2016, please, this time I need my new mobile fast

We purchased this phone in March and set it all up and everything worked OK. We live in a condo complex and people buzz our condo and we press 9 and let them in. That is, until we bought your phone.
Unbeknownst to us, it doesn't have the feature that allows us to let people in. Now, we have to go down to the lobby and let them in.
We assumed that all phone have the feature to press 6 or 9 and the door front unlocks. every other phone I have ever owned has this feature, but not yours.
Nothing in your instruction book, only help etc. states that this VERY POPULAR feature is not available on this Motorola phone.
This is skirting the line of bait and switch.
I called about a refund only to be told you don't do refunds and that I had to go to the vendor where the purchase was made.
All along the way, I must question the customer care service you provide. It seems you don't care about customer service. You didn't care to state that this feature was unavailable. You didn't care to provide a refund. And you didn't care to offer and alternative solution.
This in not company oops. It is your company policy to treat customers this way - the wrong way.
I am very consumer-conscious and comment on several websites, including the Better Business Bureau.

Hi there
I purchased a moto g 4 play and try to activate the cell phone by Verizon did not work, no voice, I couldn't call or receive calls, talk to Motorola at [protected], they told me to sent the phone to them, to the TEXAS location, they send me back a cell phone, this phone that they send me did not work, I send the phone back to Texas, they send me another cell phone that I got Thursday 4-29-17, this phone wont work, I called customer service Thursday 4-29-17 and they told me they get back to me in 48 hours, I called today Friday to find out about what is going on with the cell phone cause nobody called me or sent me an email and today they tell me that maybe in 24 to 48 hours they let me know, that's why I'm looking for some one else to help me, I'm 70 yrs old and need a phone in the house. ref #[protected], my cell phone # [protected]

I ordered Moto G⁴ Plus cell phone on 1/30/17. Motorola canceled my order, but the $324.44 is still holding on my credit card. A week later!
I called Motorola and the customer serv rep informed me that they cannot deliver to a PO Box, but I gave them my UPS Store address, which is the only address we use for online purchases. The Motorola rep told me that someone would have to sign for it and that this is their policy! Do you guys sit at home during business hours? The rep could not update my address, instead told me to resubmit the entire customized order. Of course, my credit card thought it was fraud since it was the same amount from the same company. By the time (4 min later) I verified w/my credit card, Motorola immediately canceled my order again.
Based on my experience with Motorola, I believe that they don’t actually want to sell their products and I cannot imagine what happens if a repair is needed…
Extremely disappointed! Customer serv reps are useless, unhelpful and unfriendly! Their online chat is with Lenovo and they do not access to orders. What a waste of my time…

I have never complained about a product even when it was problematic. However, I am so disappointed in this product. I bought my phone at the end of Nov 2016. It is now 1/27/17 and my phone will NOT TURN ON AT ALL. I am a single parent that has to drive several miles a day as well as this phone was my ONLY source of contact. All of my contacts, pictures, and any other important information has been lost. I am unable to get a new phone from service provider because I have a past due amount. Which I will take the blame for that. But if my phone was operable having a past due amount wouldn't be an issue. So I have NO means of being of communication. I was a Samsung customer and switched to Motorola. At this point I feel that was the biggest mistake I could of made. I am very disappointed with the company and the product. I will let everyone that I come in contact with to never use this product.

Don't trust the troubleshooting of the chat support agents. They are i####s! The woman I got on chat walked me through steps to fix my fullscreen videos flickering and she did not inform me that one of the steps would delete my contacts. I called them back after noticing my contacts were gone and all they could do was resync my Google contacts. All of my contacts were not synced on Google and that was not helpful. If their troubleshooting creates an error, they should know how to fix it. I believe it was when she had me reset app preferences and since contacts is an app in the phone (for whatever stupid reason), it deleted all of my contacts. Anyway it's very frustrating and I will not be contacting them again but trusting Google instead to direct me if I have issues.