Motorola review: Motorola edge 2021 and motorola customer support

date of purchase: 11/9/2022 (received 11/13/22)

date first contacted Motorola: on or about 11/29/22

Issue: Phone makes an obnoxious screeching sound (could also be described as high-pitched whine or whistle) while on calls when using the handset. This behavior was observed immediately upon setting up and using the phone. The other party can hear the noise and Motorola representatives have heard and acknowledged the noise. At least one suggested it to be a known issue.

I’ve been on upwards of 25 calls with Motorola support, cleared caches and data, changed settings, factory reset (over 6 times and subsequently setup) my phone, sent my brand new phone to Motorola for “repair” (waiting without a phone) – it was returned with the issue not fixed, later waited over five weeks for Motorola to locate and send a replacement unit of the model (which suffers the same flaw and makes the same screeching noise), and (at Motorola request) have contacted and ruled out any issue with my cellular service provider (however improbable that seemed). Several Motorola representatives have said it appears to be a phone hardware issue.

I've spoken to the Motorola's Universal Command Center (apparently their highest level of support) and sent a complaint to "the CEO" at [protected]@motorola.com (only to hear back from the same person at Motorola UCC with the same non solution.

Motorola's latest response is to (for the fifth time) have me speak with "Level 3" technical support, through Level 3 technicians have previously questioned why I was sent to them and told me it is not a software issue and they cannot help. This technician has said it may be a "hardware limitation" of the phone - that it experiences "feedback" (despite that this problem occurs regardless of signal strength, on wifi calling, outside, inside, at night, daytime, city, country, where other phones do not in the same circumstances).

I feel Motorola have at just been just trying to wear me done with non-solutions and a run-around back-and-forth between tech support rather than provide me a properly functioning phone. They tell me, despite I brought this issue to their attention in November 2022 and they yet haven't solved it, that if I am still experiencing it after November 8 2023, that my warranty will have expired and they will not help.

Now again, they have me discussing and describing the issue to a "Level 3" support technician (the same level 3 technician I've spoken to every previous time and who has previously told me it is not a software issue). This technician now suggests, for the first time, that it might be a network signal strength issue, despite that I've says that told them that the issue occurs regardless of signal strength (even when better than -100dBm: a good signal!) and when on Wi-Fi calling (when cellular signal strength is irrelevant). This technician says now that if I want to proceed and have Motorola attempt to diagnose this problem, I must AGAIN factory reset my phone without transferring old data or apps. I've done this a few times with them already and the issue remains. It's like they are trying to put the burden on me in hopes I'll just give up. Why they don't give me a working phone in the meantime or a different model I don't understand. They seem fine with me having purchased and being stuck with a Motorola phone that makes an obnoxious screeching sound when on all calls using the handset! That is apparently a satisfactory customer experience to them.

I simply want Motorola to provide me with a phone that I can use normally without experiencing an alarming, disturbing screech while on calls, to me, a seemingly implied condition when Motorola marketed and distributed the phone.