Repair Options

Do I need a service or repair?

When your phone isn’t working as you expect, it’s definitely frustrating. However, not all issues need a service. Phone issues fall into three main categories, and it's worth trying out some troubleshooting first.

Software issues might express themselves as an app that behaves badly, a sluggish phone, a phone that won’t turn on or a phone that randomly shuts down. To help understand if it’s a software issue, try our troubleshooting guide or our Software fix tool.

This includes buttons not working, broken charging jacks, or a battery that drains too quickly. Again, it's worth troubleshooting first to be sure it's really a hardware issue.

We list these separately because they are not covered within the standard two year warranty (but they are covered under our MotoCare Accidental Damage Plan). Physical damage includes broken screens and broken housing. Liquid damage can cause major malfunction and the sensors inside the phone will let the technicians know if this happened.

What kind of service do you offer?

Mail In Service

You send your device to us; we will repair your device and send it back or send a like-new replacement device for you to keep. With this program, the sooner you ship your device, the sooner we can ship your repaired device or replacement (usually within 7 days after receiving your original device).

Fix-it-yourself

If you are a technically-inclined and savvy do-it-yourselfer, you can order an online repair kit from Replace Base. Most commonly used for screen or battery repairs, but not limited to this, these kits include the necessary tools and genuine Motorola parts to complete your repair. The difficulty of the repair varies with the phone model and the damage incurred.

Note: This option should only be used for devices that are out of warranty as repair damage may impact your standard warranty.

How much will it cost?

If your device is within the two year standard warranty period, most repairs will not cost anything. See above for exceptions. (Note: You can check your warranty status by visiting My Products and adding your device)

If you have a broken screen or other physical damage, this is not covered under our standard warranty, so you will have to pay for the repair separately.

Please note: Both liquid and physical damage are covered under the Moto Care Accident Protection Plan.

In most cases liquid damage will cause a major malfunction. Again liquid damage is not covered under our standard warranty. Liquid damaged devices cannot be repaired.
Please note: Both liquid and physical damage are covered under the Moto Care Accident Protection Plan.

If your device doesn’t qualify for the standard warranty (by age or condition) and you do not have a Moto Care plan, the cost will be determined by the repair center. You will receive a quotation by the repair partner when your device is received.

How long will the repair take?

Our repair center will ship your repaired or replacement device within 7 days after receiving and evaluating your original device.

How do I submit a repair?

Call the contact center and one of our agents will help you to submit the repair.

How do I track my service or repair?

Enter your device IMEI, the Service Order number, your email address or your contact phone number to get started.

Enter tracking (RMA) number Enter IMEI/MEID Number Enter Contact Phone Number Enter E-mail Address

REQUIRED

Submit  

What can I do when I crack my screen?

Cracked or shattered screens are not covered under our standard warranty, so you will need to pay for the repair yourself using the mail in option