Ordered a 4-pack of Moto Tags. Took 1.5 months to deliver. Pairing them with my Galaxy S22 was a nightmare--took over an hour, multiple phone re-starts and tag resets, to pair all four of them. Then discovered that they did not work worth a hoot--location didn't update, wouldn't display location on map despite being "nearby", wouldn't connect to phones even when just feet away. Tried to use Motorola website to initiate a return, got run-around from utterly useless Moli virtual agent. Was provided a phone number to call by virtual agent; led to a phone tree that had no options that were for returns, and no ability to back up a level. Had to call multiple times before finally getting to a human by saying I had a completely different issue. Human then looked into it and told me that returns department wasn't open on weekends (despite website saying that the number in question was staffed on the weekends). Human agent submitted ticket, said the returns department would contact me on Monday. They did not. Called back on Wednesday, same useless phone tree. Talked to human, finally got a Fedex label and RMA, sent tags back to Motorola that Friday. Then heard nothing from Motorola (Fedex confirmed delivery the following Monday). No refund. No acknowledgement that return process had started. Called Motorola again after a week and a half, was told they had the return but there was a processing issue with the refund and that they would call back with an update. They did not. Tried agent chat on website a week later, agent asked what my issue was, and then disconnected when I said I wanted to check a return status and provided the order number. Finally got back to agent and found she could not help; she sent me to the same phone tree as before (which, again, HAS NO READILY APPARENT OPTIONS FOR RETURNS DEPARTMENT). Finally spoke with a CSR on phone and found out that the issue was apparently due to their records showing a different serial # associated with the order than the serial # of the tags I sent back, and that was holding up the refund (this is 18 days after they received it). NOTE: I did not switch the tags--these were the same stupid tags they sent me originally.So Motorola is holding on to my $110 for 18 days after they got their defective product back because of their own internal bookkeeping error. And doing zero customer outreach to keep me apprised of return status/issues.I will *never* buy Motorola or Lenovo again after this. I can't recall having dealt with a major company that is this *bad* at customer service before.If I buy something on Amazon and find I want to return it, it takes approximately 30 seconds to initiate the return and I get confirmation of refund within seconds of dropping off the item at Fedex, UPS, or Whole Foods. Motorola is still navel-gazing after having the product *back in their warehouse* for over two weeks.I'm now going through my credit card company to dispute the charge since I have *zero* confidence that Motorola will ever actually process the refund or even contact me about it again.
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