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Motorola complaints

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222 West Merchandise Mart Plaza Suite 1800
Chicago, IL 60654 | Get Directions

(888) 355-8422

http://www.motorola.com

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Total Amount in Dispute:
$12,601.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

6 complaints against Motorola closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

6 complaints against Motorola

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11/25/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $800.00 Amount Settled: $0.00

Customer Complaint

10/4/2024

Their warranty is useless they want you to send you them your phone they'll hold it for up to 14 days that you have to do without a phone while they're doing it after paying them a ridiculous $800 amount to them that they've already collected and then they leave you without a phone for 7:14 days Resolution Sought Either replace the phone or pay me back the $800 per phone so I can mow somewhere with a company that will honor their warranties

Company Response

11/13/2024

The customer reached out to us and was advised of the standard mail in repair, which is free and can take 7-10 business days for repair. The customer was also offered the Premium Mail in Replacement option, However, the replacement option would require a secuirty hold as we provide the replacement device and then once received they send the defective device back. Once the defective device is returned, the security hold would be lifted. The customer refused both options.The customer was not charged so we would not be providing a refund. The customer can go with one of the warranty options provided by calling 866-861-8157 and referencing 241005-000808.

9/29/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $499.99 Amount Settled: $0.00

Customer Complaint

9/12/2024

I purchased a Motorola Razr 2023 on August 22nd 2024 and not even 10 days after having it the screen cracked where the crease is on the foldable display. After doing some digging around on the internet I'm not the only person this has happened to. 100s if not 1000s of people have had this happen. Called customer service for hours trying to get it resolved and they all say it's physical damage. It's not physical damage if the device it's self is defective. They are scamming people out of a lot of money. This phone should of never even been on the shelves for consumers to buy. There needs to be a class action law suit against this company. Resolution Sought Reimburse me my money. I'm stuck in a contract with a carrier that I can't even use a phone. They need to pay for my phone and the 2 months of service I had to pay for without a device to use.

Company Response

9/17/2024

Company states; We have been attempting to assist the customer. In order to proceed with their case, they need to send their device to us for evaluation. We have provided the customer with all the necessary means to do so; however, the customer has not sent in their device at this time. If they do not send the device in for evaluation, we consider this matter resolved. Kinds regards, Motorola Executive Customer Escalations

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