Motorola — Delay in delivery of motorola phone given to service center

Address:

Mumbai City, Maharashtra

Dear Team, Motorola Customer Reference number:[protected] I have given my phone to Motorola Service Center, Prodcon Tech Services Pvt Ltd, (Andheri East, Mumbai) on the 18th March 2015 and today is the 10th April 2015, 22 days have been waiting to receive my phone. My phone is in warrant period. Service problem - Bluetooth / wifi stops working (faulty motherboard) & back panel issue. Every time I call Motorola customer care[protected], they tell me I will receive a call from RSS team in 24 Hrs. Last time when I called customer care on 7th April morning, I was assured that they have replaced the mother board and the external back cover shall be sent on the 9th April and I would get the phone on the same day or the next. The same day, on 7th evening I got a call from the service center asking me to collect the mobile, saying it is ready. I was surprised it happened so quick. When I asked him if both parts is replaced, he said the motherboard is replaced but the back part is not replaced. I insisted on having that replaced as well and he said if you want that then it will take more time. Possibly mototrola and the service center must have spoken to give away the phone saying it was ready. On 9th April after I contacted the Service center, they said they haven't received the part yet. Same day, when I contacted Motorola Customer care they said they have escalated matter to RSS and another 24 hrs, I will get a call. Today on 10th April when I called them, at around 9.15 pm, I was told that I will get a call from Ramesh, on 11th April. When I questioned that when I called on 9th and they had told that they have escalated the matter and I would receive a call in 24 hours, they said "Sir 24 hours matlab do din tho hota hai naa" I fail to understand, when a mother board is replaced by a week, why is the other part taking so long. When the escalation happens why is there no solution. Everytime I call there is only one sentence saying "We have escalated your matter" I have been a loyal customer to Motorola since the time of Razor, L6, L7 and many more models have used, but now the company's behaviour makes me regret taking a decision to buy a high end model of motorola. I am using a basic phone that has very low voice reception and quality, facing lot of problems even in basic voice calls forget using any apps. Other then phone follow ups to the service center and to motorola customer care, I have also followed up on mails to email id Motorola India <[protected]@mailwc.custhelp.com>. I doubt this email id as there is no motorola domain in the email id. If there is any other id please let me know and if any steps I need to take. I am going through a lot of loss in business communication, kindly help. Regards, Krishna [protected]