Repair Options
We know it's tough when your device is broken. But we stand by our products and we're going to do our best to fix or replace it - fast.
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 the standard (manufacturers) warranty. Physical damage includes (but is not limited to) 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.
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 the standard (manufacturers) warranty. Physical damage includes (but is not limited to) 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, and we repair your device and send it back. With this program, the sooner you ship your device, the sooner we can ship your repaired device back (usually within 5-7 days after receiving your original device).
Carrier Operator Service
If you purchased your device through your carrier operator, you can take your device back to them for the repair.
How much will it cost?
If your device is within the standard Motorola (manufacturers) warranty period, most repairs will not cost anything. We will even pay for shipping. See the other buttons above for exceptions. You can check your warranty status by visiting My Devices and adding your device. (Note: You may have other statutory rights under Australian consumer laws)
If you have a broken screen or other physical damage, this is not covered under our standard (manufacturers) warranty, and you will most likely have to pay for the repair separately.
In most cases liquid damage will cause a major malfunction. Again liquid damage is not covered under our standard (manufacturers) warranty. Liquid damaged devices cannot be repaired.
If your device doesn't qualify for the standard (manufacturers) warranty (by age or condition), the cost will be determined by the repair center. You will receive a quotation by the repair partner when your device is received and you will also be responsible for a nominal inspection fee as well as shipping costs.
If your device is within the standard Motorola (manufacturers) warranty period, most repairs will not cost anything. We will even pay for shipping. See the other buttons above for exceptions. You can check your warranty status by visiting My Devices and adding your device. (Note: You may have other statutory rights under Australian consumer laws)
If you have a broken screen or other physical damage, this is not covered under our standard (manufacturers) warranty, and you will most likely have to pay for the repair separately.
In most cases liquid damage will cause a major malfunction. Again liquid damage is not covered under our standard (manufacturers) warranty. Liquid damaged devices cannot be repaired.
If your device doesn't qualify for the standard (manufacturers) warranty (by age or condition), the cost will be determined by the repair center. You will receive a quotation by the repair partner when your device is received and you will also be responsible for a nominal inspection fee as well as shipping costs.
How long will the repair take?
Our repair center will ship your repaired device within 5-7 days after receiving and evaluating your original device.
How do I submit a repair?
Contact us and one of our agents will walk you through a triage process and then help to book the repair with our service center. We will send you an email explaining next steps and how to pack your device for shipment. Then our courier partner will pick up the packaged device at your home.
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 mentioned before.
More questions...
How do I prepare my device for shipment?
Note: You will receive an email with instructions on how to prepare your device for shipment, but in short, it's Backup & Erase, Remove and Pack up.
All the data on your device will be erased when we receive it, so we recommend you backup and then erase the data yourself before sending to ensure you don't lose anything important.
Remove everything that is not connected to the device, and DO NOT send these in. This means SIM and SD cards, Moto Mods, chargers, removable backs or batteries, styluses or other accessories. We will not be able to return these if they are sent in! (hint: if you don't have a removable back, you definitely don't have a removable battery).
Pack your device carefully - preferably in bubble wrap and a box. Insert a copy of the proof of purchase. Attach the label we shared with you via email, and wait for the courier to pick the box up.
More questions...
How do I prepare my device for shipment?
Note: You will receive an email with instructions on how to prepare your device for shipment, but in short, it's Backup & Erase, Remove and Pack up.
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