Motorola — Deficiency in service

Dear Sir/ Ma'am,

I, Amritesh Mishra, a customer of Motorola Mobile Phones, am extremely dissatisfied by the after sales service provided by the company. Since I am a working bachelor (fresher), it is really inconvenient for me to keep running after the service centre and therefore I thought fit to write to you about the matter. I have explained my grievance as below:


Matter: Deficiency in service by Motorola Service Centre, Gurgaon.


I gave my mobile phone (Motorola-L9) for repair (in warranty) at M-47, Ground Floor, Market Scheme, Old DLF Colony, Sector- 14, Gurgaon on 28-May-2008. It had a battery backup problem, software error and the key pad lights were not functioning well. They ensured me that they will give it back by 30-May-2008. I requested them to issue me a stand by phone to which they refused. I called them on 31st May on their both land line number's (Ph:[protected]; 425 4159) several times, they did not pick up even once. I arranged mobile number of a personnel working there (Mob:[protected]. I called him and told my grievance and requested him to solve my problem at the earliest. He said that he will get back to me on 2nd June.

From 2nd June, 2008 till 9th June, 2008, i tried calling them on their both land line number's not less ten times each day. None of the calls were picked. I had to purchase a new phone because of such long delay and deficient service and also that I could not afford not to attend my official and family calls. During this period, i had a talk with the aforesaid person 3 – 4 times, who use to hang up even without listening to me properly. I got very irritated and on 9th June at around 5:30 pm, I proceeded to the Motorola Corporate Office, Sector- 14, Gurgaon, which is very close to the said service centre. There i met the receptionist and told him about my problem. He noted my name and mobile number and said that the concerned person will contact me shortly. I then moved to the said service centre.

After reaching there i called them on their land line numbers as well as on the aforesaid persons mobile number from inside the service centre. I noticed that the people working there were busy chatting amongst themselves and none was bothered to pick up calls. I asked them as to why aren't they picking up the call to which they replied they were busy. I told them that i was calling them from inside. They had no answer then. Just then I received a call from Mr Hitender (some official from Motorola Corporate Office). I explained him the entire issue and as asked by him handed the phone to some person there. All of them got a scold from the Corporate Office. I was asked to sit and within 5 minutes time, they got my phone. I switched it on and found that it was not reading sim card. They were more interested in delivering it in spite of the new problem that arose because of their fault. I refused to take the delivery and instructed them to repair it immediately. I was then asked to wait for 1 more day as the mother board of the phone got damaged and that they will replace it with a new one. I told them that they will call and inform me on the following day to come and collect it. They agreed to it.

Since 10th June, 2008 I have continuously kept calling them. There is no response yet. I have also called their corporate office (Ph: 0124 – 419 2000) severally. A complaint was also lodged with the Motorola Helpline[protected] on 12-June-2008, where i was assured that my problem will be resolved within 48 hours and they never turned up. Finally after informing them that i might proceed under against them, they delivered my phone on 16-June-2008. The phone is severely damaged internally. It is not reading my memory card and it is really difficult to insert the card in the slot. Moreover, the phone is still hanging and the keypad light is yet not glowing properly.

I really don't know what is being done for me. I am literally helpless.

Kindly look into the same at the earliest and do something for me.


Kind Regards,

Amritesh Mishra
Gurgaon
(Mob:[protected]