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FAQs

accidental damage protection

Accidental Damage Protection (ADP) covers unintentional physical damage like broken screens and physical damage.
ADP can be purchased up to 30 days after the purchase of your Motorola phone.
ADP can be purchased for periods of 12, 24 or 36 months. Coverage starts from the day you purchase the plan, although claims are not permitted within the first 30 days.
You can claim up to 2 times within any 12 months period.
You can come back to this website to submit a claim or contact us (see terms and conditions for contact options) to get help from one of our agents.
Yes. The deductible/excess varies depending on which phone you have and can be found in the certificate of coverage you received.
Your ADP plan stays with the phone. If you sell or give your phone to someone else, it will still be covered under the existing plan. If you receive a replacement phone from us, we will automatically transfer the remaining coverage to the replacement.
Yes, you may cancel your plan at any time. You'll get a full refund if the coverage is cancelled within 30 days. After 30 days, the cost of the plan is not refundable.

extended service plan

Extended Service Plan (ESP) is an extension of your standard limited manufacturer warranty and covers you for any faults that your phone may develop during this period.
ESP can be purchased at any time during the standard warranty period, usually 12 or 24 months from the purchase of your phone.
ESP starts the day your standard limited manufacturer warranty expires and coverage is for up to 12 months after this date.
There are no limitations on the number of ESP claims you can make.
You can come back to this website to submit a claim or contact us (see terms and conditions for contact options) to get help from one of our agents.
Your ESP plan stays with the phone. If you sell or give your phone to someone else, it will still be covered under the existing plan. If you receive a replacement phone from us, we will automatically transfer the remaining coverage to the replacement.
Yes, you may cancel your plan at any time. You'll get a full refund if the coverage is cancelled within 30 days. After 30 days, the cost of the plan is not refundable.

out of warranty repair

An ‘out of warranty’ repair is when:
  • The standard limited manufacturer warranty has expired
  • Your device has an issue that is not covered under the standard warranty (for example, a smashed screen or water damage)
If you think the displayed warranty status of your phone is incorrect, please call our contact centre. A valid proof of purchase receipt will be needed in order to update this.
Go to the moto care home page, where you can track your repair using your IMEI or reference number.
The prices stated are for a standard repair based on the information you have supplied. If, during the repair process the fault is found to be different, we will provide you with a quotation for the repair cost.
All repairs are covered for a period of 90 days against any faults with the parts that are fitted during the repair. This does not cover any subsequent accidental damage.
We only use Motorola approved spares during the repair process.
Yes, all personal information will be securely removed as standard. We highly recommend you to save and backup your personal data before you send the device for repair.
Your device will be fully tested and will need to pass final quality control before it is returned.
Do not send any SIM card, memory card or accessories with the device. Do not send the battery unless is integrated into the device and non-removable.
The most probable reason would be that you have missed a notification sent to you about a quote for repair . Another reason could be that your device has been classified as not repairable.
Please call our contact centre and they will double check the address supplied and re-issue a shipping label.
When you create a repair request you will be given detailed instructions via email.
Yes, you don't need to pay any extra for the transportation.
If your device is not repairable during the repair analysis process we will inform you and provide a quotation to exchange the device. If you don't accept the quote we will just charge you an administration fee for the repair analysis process.
We send you an email with all details including the Job ID for the repair. In most cases the email will be arrive just a few minutes after the request is created. If you don't get the email in your inbox, please check your spam folder. If the email does not arrive within 24 hours please contact us.
If this has unexpectedly happened please call our contact centre and we will rectify the error.
In this case it is unlikely that your device is eligible for repair. Please call our contact centre and we will check for you.
We recommend you try another debit or credit card. Ensure you are following any security steps to authorize the online payment request during the process. If it still does not work please call our contact centre.
If you want to change your shipping address for an existing repair please call and we will amend your details.
If the repair request is already initiated it cannot be cancelled. If you contact us, we will do everything we can to cancel the request and return your device, but we cannot guarantee this.
Please contact the logistics provider as detailed in the confirmation email. Use the provided waybill to request an update.