My complaint:
Hello,
I recently resolved a warranty dispute with Motorola after they illegally denied my claim, and I’m writing because other consumers need to know about this pattern and how to fight it.
What Happened:
My Motorola phone died completely (internal power failure) while under warranty. When I sent it for repair, Motorola denied the claim and tried to charge me $300, saying a cracked camera lens voided my warranty. The camera worked fine and had nothing to do with the power system failing.
The Problem:
What Motorola did is illegal under federal law. The Magnuson-Moss Warranty Act says manufacturers can’t void your warranty because of unrelated damage – they have to prove the damage actually caused the failure. A cosmetic crack can’t void coverage for an electrical problem.
How I Fixed It:
I escalated past customer service to their Executive Customer Relations team
I cited the Magnuson-Moss Warranty Act by name in writing
I filed formal complaints with the Texas Attorney General and the FTC
I got my replacement phone (though they called it a courtesy instead of admitting they were wrong)
Why I’m Reaching Out:
After sharing my story, several people told me Motorola did the exact same thing to them – different damage, same denial script. This appears to be systematic, not a one-off mistake. Most consumers don’t know this is illegal and either pay the bogus fee or give up.
What Consumers Need to Know:
Cosmetic damage doesn’t void your warranty for unrelated failures
Document everything with photos and screenshots
Cite Magnuson-Moss by name when you push back
Escalate immediately and file regulatory complaints if needed
Don’t accept courtesy exceptions – demand they honor the warranty
I’m providing this information because I think ComplainBiz readers deserve to know their rights and how to enforce them.
Suggested solution:
Public apology from high ranking exec, and a change in their standard warranty procedure.
