[Resolved]  Motorola Mobility — Failed to repair handset after 40 days, issues still appears after repairing, Higher authorities not intervening, Mentally torcher

Address:	400068
Website:	www.motorola.in/products/moto-g#

Hello, Incident no.[protected],[protected],[protected] IMEI/Serial No: [protected] Jobsheet No.- HERMG 1504478, HER/MG/15/05143 I bought Moto g3 on 11 August 2015 from Flipkart, the handset have minor issue with autofocus camera, contacted support they provided troubleshoot that did not help, I did not much bothered as it was minor issue and I don't use camera more so I let it go thinking that it will be addressed in soft update. On 29th September camera stopped working and showing me message 'Camera busy, please restart'. I submitted the device in service centre on 30th September Jobsheet No.- HERMG 1504478, service centre told me that it's water damage. Then I recall the rain of 26th September but mobile was safe in pocket and the cover was well fitted and Motorola claimed for the IPX7 rating of water resistance also I did not noticed any problems till 29th sept. After submitting I got call from Balraj after 4-5 days and he said that mobile will be covered in warranty I don't have to pay. I was happy but they were taking a lot of time to repair so I asked them for replacement because without the smartphone I was getting a lots of problems, So I followed several times to expedite the repair or replacement process and every time I was told to wait for call back and I never received callback. I got frustrated with poor responses and the shifting of resolution date, So I asked them severa; times to provide higher authorities contact details and they denied to provide it, then I said give me noddal/grieviance officer's details which they also denied to provide. Afterall the provided me an emailid '[protected]@motorola.com' and I emailed to Ramesh but I was shocked that even Ramesh never replied or given me any assurance. Well anyhow they repaired the device and I collected the device after 35 days on 4th November. But during 1 day o[censored]sage I found that the incall receiver speaker provides a very low volumes and I barely hear the voice outside home/office and camera quality was also degraded. I visited service centre and submitted the device on 5th November they provided me a new jobsheet "jobsheet no. HER/MG/15/05143" and they said the issue will be addressed in old case. But on 6th November I got email that problem was solved, so I replied the email and asked for the new device as replacement, to avoid the hassles, mental torcher and frustration I offered that I was ready to pay 8-10% of cost of device provided that they will give a new device as in replacement, because repairing of old device again will give problems and it will take again 1 month to repair. Well I again started taking follow-ups as I needed the device immediately, I called on 5th, 7th, 9th and 10th November and everyday I only get one response to wait for callback, but never received the callback, and today 10th November I received an email and stating that "We have not heard from you concerning your request for support in the 72 hours since we sent you a response. Consequently, we have changed the status of your question to Solved" The email is total lie in fact I called many times even on 10th November and was told to wait for callback. So it looks like Motorola stopped caring of existed customer and only interested to sell the new devices without support otherwise they would never have closed the ticket without solution and would have replied to my emails. I was never satisfied with device as the issue started the day I bought the device and I am too frustrated with the call canter they even do not forward the call to seniors and on 9th November they have disconnected my call 3 times. Even Ramesh did not intervene to resolve or expedite the process. It's now 3 months and issue is still not resolved. Now I want a new device without any cost with 1 year warranty as soon as possible. -Satyamaditya Yadav ______ Emails ________ [Incident:[protected]] Inbox x Motorola India Nov 6 (4 days ago) to me We have not heard from you concerning your request for support in the 72 hours since we sent you a response. Consequently, we have changed the status of your question to Solved. Discussion Thread Response Via Email (Vurri) 27/10/2015 05.10 PM Dear Customer, Thank you for contacting Motorola. We are working on the update for your device and will get back to you as soon as we have an update. We thank and appreciate your cooperation with us. For further information, please contact us at [protected], 7 AM – 11 PM Monday to Sunday. Regards, Motorola Mobility India Ltd www.motorola.in Customer By Email (Satyamaditya Yadav) 21/10/2015 02.57 PM Hi, Jobsheet No.- HERMG 1504478 I have contacted service center today, and they told me that they are waiting for the hardware parts, I request you guys to provide me the device on immediate basis as it is already too late and I don't have any other smartphone to use, and it is affecting my life now, my work and also causing monetary loss. Please either replace the hardware parts and return the device OR provide a new device immediately within 2 days. I have waited a lot. Also provide instructions to refund Rs. 300/- to Prodcon service center which they have charged me saying that device is not under warranty, but you guys are covering it under warranty. Waiting for immediate response and action. -Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: Customer By Email (Satyamaditya Yadav) 13/10/2015 03.57 PM Hi, What do you mean by "permanent solution" please explain? I again request to provide a new device replacement as I was facing the camera issue from the day I have bought. It seems camera was faulty in the device when I have received. That's why it stopped working. Regards, Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: [---001:001579:26641---] Satyamaditya Yadav Nov 6 (4 days ago) to Ramesh, partnercoordin., Motorola Hi, On 4th November I received the device and I found that the camera autofocus issue is still not resolved as well as incall reciver speaker provide very low volume during call so I went to service centre again on 5th November and submitted the device again for the repairing, service centre provided me the new jobsheet no. HER/MG/15/05143 Now I am afraid that it will take another 1 month to repair, even after that new issues will likely to arise as the replacing of new motherboard and camera did not fix the camera issue as well new issue, 'incall reciver speaker not working properly', arose.So repairing again is pointless. Also I am suffering these problems from last 3 months from the day I bought the mobile. I again request you to provide me the new device as replacement as these problems will never end and I will remain unsatisfied. Please provide the new device as replacement, I want peace of mind not the mentally torcher for the peace of mind I am ready to pay about 8 -10% cost of mobile, for getting a new device if you don't value the customer. PFA jobsheet Regards, Satyamaditya Yadav Email::Complaint against Support team, failed to provide solution in 1 month. Moto G3 in service center [Incident:[protected]] Inbox x Motorola India Oct 29 (12 days ago) to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. Subject Email::Complaint against Support team, failed to provide solution in 1 month. Moto G3 in service center Discussion Thread Response Via Email (Sardar Ujwal) 29/10/2015 07.40 PM Customer Reference number :[protected] Dear Satyamaditya, Thank you for contacting Motorola. We apologise for inconvenience caused. As your case has been already escalated to our relevant team with the reference number :[protected] we request you to follow up the case with the above reference number. However we are forwarding the case under the priority bases. Thank you for reaching Motorola.Have a great day. For additional questions we are here to help. You can reach us by replying to this email, visiting our website www.motorola.in, or calling us at our toll-free number [protected] (Mon-Sun 7a.m to 11p.m.). We appreciate your patience and value your business. Regards, Ujwal Singh. Motorola India Customer By Email (Satyamaditya Yadav) 28/10/2015 08.57 PM Hi Ramesh, Incident:[protected] It is very sad that now I have to write email to higher authority because support team was not able to reply my question and provide the proper solution in the time span of 1 month. My moto g3 is in service center from 1 month and still waiting for hardware parts. The camera issue I was facing from the day I have bought i.e. mid August, I have contacted chat support, phone support and email support many times and always resolution date is getting postponed, and they ask me to wait for callback, that too was not answered. I requested to provide me a new device as replacement if not able to repair immediately. Without the smartphone I have limited access of Internet hence it is affecting me mentally and my life is getting worse and I am getting monetary losses. It's headache for me now. Totally disappointed by the Motorola support. Now I don't have patience and I want the problem to be solved tomorrow 29th October either replace the hardware parts or provide a new device. I insist to provide new device as if the issue start again or any other problems arise I again have to suffer these. So it's better to provide new device. Please do the needful, and take the action immediately. I still believe in moto support and I am looking for a new device as replacement. Regards, Satyamaditya Yadav [protected] Forwarded message[protected] From: "Motorola India" Date: 27-Oct-2015 5:10 PM Subject: 26th OCT [Incident:[protected]] To: Cc: Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. * Subject* 26th OCT * Discussion Thread* * Response Via Email (Vurri)*27/10/2015 05.10 PM Dear Customer, Thank you for contacting Motorola. We are working on the update for your device and will get back to you as soon as we have an update. We thank and appreciate your cooperation with us. For further information, please contact us at [protected], 7 AM – 11 PM Monday to Sunday. Regards, Motorola Mobility India Ltd www.motorola.in * Customer By Email (Satyamaditya Yadav)*21/10/2015 02.57 PM Hi, Jobsheet No.- HERMG 1504478 I have contacted service center today, and they told me that they are waiting for the hardware parts, I request you guys to provide me the device on immediate basis as it is already too late and I don't have any other smartphone to use, and it is affecting my life now, my work and also causing monetary loss. Please either replace the hardware parts and return the device OR provide a new device immediately within 2 days. I have waited a lot. Also provide instructions to refund Rs. 300/- to Prodcon service center which they have charged me saying that device is not under warranty, but you guys are covering it under warranty. Waiting for immediate response and action. -Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: * Customer By Email (Satyamaditya Yadav)*13/10/2015 03.57 PM Hi, What do you mean by "permanent solution" please explain? I again request to provide a new device replacement as I was facing the camera issue from the day I have bought. It seems camera was faulty in the device when I have received. That's why it stopped working. Regards, Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: [---001:001558:24141---] [---001:003779:50222---] 26th OCT [Incident:[protected]] Inbox x Motorola India Oct 27 to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. Subject 26th OCT Discussion Thread Response Via Email (Vurri) 27/10/2015 05.10 PM Dear Customer, Thank you for contacting Motorola. We are working on the update for your device and will get back to you as soon as we have an update. We thank and appreciate your cooperation with us. For further information, please contact us at [protected], 7 AM – 11 PM Monday to Sunday. Regards, Motorola Mobility India Ltd www.motorola.in Customer By Email (Satyamaditya Yadav) 21/10/2015 02.57 PM Hi, Jobsheet No.- HERMG 1504478 I have contacted service center today, and they told me that they are waiting for the hardware parts, I request you guys to provide me the device on immediate basis as it is already too late and I don't have any other smartphone to use, and it is affecting my life now, my work and also causing monetary loss. Please either replace the hardware parts and return the device OR provide a new device immediately within 2 days. I have waited a lot. Also provide instructions to refund Rs. 300/- to Prodcon service center which they have charged me saying that device is not under warranty, but you guys are covering it under warranty. Waiting for immediate response and action. -Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: Customer By Email (Satyamaditya Yadav) 13/10/2015 03.57 PM Hi, What do you mean by "permanent solution" please explain? I again request to provide a new device replacement as I was facing the camera issue from the day I have bought. It seems camera was faulty in the device when I have received. That's why it stopped working. Regards, Satyamaditya Yadav On 13-Oct-2015 11:56 AM, "Motorola India" wrote: [---001:001558:24141---] Chat session Length of repair [Incident:[protected]] Inbox x Motorola India Oct 13 to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you. Subject Chat session Length of repair Discussion Thread Response Via Email (Pavani) 13/10/2015 12.49 PM Dear Customer, Thank you for contacting Motorola! Since the chat session dropped unexpectedly before we were able to establish your concern, I would encourage you to contact us if you need further assistance. You may call us on our toll free # [protected] or reach us through chat or email from www.motorola.com. We are available anytime between 7 am to 11 pm, Monday to Sunday. In our quest to continuously improve our support and services, I would encourage you to respond to the survey that will be sent to your email address. Share your thoughts on what we do well and what we can improve on. Your valuable feedback will only help us better serve you in the future. Thanks and have a great day, Motorola Mobility INDIA Ltd. Chat Transcript 13/10/2015 12.45 PM [12:33:18 PM] Welcome to Motorola Support. This is Pavani. How may I assist you today? [12:33:27 PM] Satyamaditya Yadav: Hi [12:34:07 PM] Pavani: Hello. [12:34:07 PM] Satyamaditya Yadav: incident no.[protected] [12:34:13 PM] Pavani: How may assist you? [12:34:21 PM] Satyamaditya Yadav: Moto g3 camera issue [12:34:46 PM] Satyamaditya Yadav: I have asked for new device replacement [12:35:05 PM] Satyamaditya Yadav: Could you please update me the status [12:35:48 PM] Pavani: May i know the day of purchase and from which source did you purchased the device ? [12:36:22 PM] Satyamaditya Yadav: Flipkart [12:36:42 PM] Pavani: In order to proceed May I have your contact number and location in case a follow-up is required. [12:36:41 PM] Satyamaditya Yadav: 11 August 2015 invoice date and I recieved it on 15 August [12:36:51 PM] Satyamaditya Yadav: [protected] [12:37:01 PM] Pavani: Could you be more specific about the issue? [12:37:25 PM] Satyamaditya Yadav: Could you please check the status based on incident no I have given [12:37:39 PM] Pavani: Give me a minute. [12:37:53 PM] Satyamaditya Yadav: okay [12:39:24 PM] Pavani: Sir I checked the status. [12:39:29 PM] Satyamaditya Yadav: hmm [12:39:39 PM] Pavani: You case is escalated as for our concern. [12:40:11 PM] Satyamaditya Yadav: The case is escalated 10 days ago [12:40:14 PM] Pavani: You will get call back in 3 to 4 days. [12:40:46 PM] Satyamaditya Yadav: Have you escalated for Replacement of device ? [12:40:56 PM] Pavani: Yes sir I checked the status.on 30th you submitted your device which is under warranty. [12:41:24 PM] Satyamaditya Yadav: Yes, on friday I got call from Balraj [12:41:41 PM] Satyamaditya Yadav: and he said the devce will be repaired [12:41:58 PM] Satyamaditya Yadav: But I have requested for a new device replacement [12:42:12 PM] Pavani: Yes just now I checked the status that you will get call back . [12:42:14 PM] Satyamaditya Yadav: as the problems may arise in future [12:42:55 PM] Pavani: Replacements is not possible. [12:43:20 PM] Pavani: You already got mail from our concern team about the replacement. [12:44:56 PM] 'Satyamaditya Yadav', I notice you have been away for a while. If I don’t hear from you within 2 minutes, I will close this chat session. [12:44:59 PM] Pavani: Sorry for the trouble .you will get call back .please wait for the call back. [12:45:30 PM] Pavani: Due to inactivity this chat will be terminated, For any further assistance feel free to contact back.Thank you for choosing Motorola. [12:45:31 PM] 'Satyamaditya Yadav' disconnected ('Concluded by Agent'). [---001:003114:39514---] Chat - camera repair. [Incident:[protected]] Inbox x Motorola India Oct 3 to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. Subject Chat - camera repair. Discussion Thread Response Via Email (Vurri) 03/10/2015 03.42 PM Customer Reference number:[protected] Dear Satyamaditya, Thank you for contacting Motorola, My Name Balraj.V from RSS(Repair Status Specialist) team. As i have received your escalation and i will be working on this with my concern team and will be in follow up with you. We have escalated this case to our higher authorities and investigating with them, We kindly suggest you to wait let me get back to you in 3-4 days . We will update you closer date with in 24-48 hours after investigating . And also we will make sure that you will receive your device back soon. with the status update details. Hope you understand.We appreciate your patience. For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on [protected] to discuss the matter further with one of our experienced customer service agents. Please contact us anytime between the hours of 7:00am to 11:00pm Monday to Sunday. Kind regards, Motorola Mobility India ltd [protected] www.motorola.com Customer By Email (Satyamaditya Yadav) 30/09/2015 11.57 AM Please find the attached job sheet Please escalate and provide replacement device asap On Sep 30, 2015 11:20 AM, "Motorola India" [protected]@mailwc.custhelp.com wrote: ==================== image File Attachment ==================== IMG_20150930_111606.jpg, 1479711 bytes, Added to incident ==================== application File Attachment ==================== Invoice.pdf, 45293 bytes, Added to incident Response Via Email (Srilakshmi) 30/09/2015 11.20 AM Dear Customer, Thank you for contacting Motorola. I would encourage you to contact us if you need further assistance. I request you to attach your details to this mail. In any case, here are the steps that we followed. You may use it as a reference in case you need it again in the future. If you have any questions or concerns, we are happy to help! You may call us on our toll free # [protected] or reach us through chat or email fromwww.motorola.com. We are available anytime between 7 am to 11 pm, Monday to Sunday. In our quest to continuously improve our support and services, I would encourage you to respond to the survey that will be sent to your email address. Share your thoughts on what we do well and what we can improve on. Your valuable feedback will only help us better serve you in the future. Thanks and have a great day, Motorola Mobility INDIA Ltd. [---001:002223:23867---] Satyamaditya Yadav Oct 10 to service, Motorola Hi, I have contacted Prodcon service center, Andheri and they told me that they need to replace camera, motherboard and display and they don't have camera hence need to wait. I have already waited for 11 days, and I was facing camera issue from the day I have bought, I have already faced many hassles in communication emailing, chat support, phone support. I also tried on given toll-free no. but got reply that server is down and they can not check any information. So here I request you to provide me a new device as a replacement instead of repairing the old one. Waiting for approval of replacement. Do the needful asap. Regards, Satyamaditya Yadav Chat - camera repair. [Incident:[protected]] Inbox x Motorola India Sep 30 to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you. Subject Chat - camera repair. Discussion Thread Response Via Email (Kattamuri) 30/09/2015 11.20 AM Dear Customer, Thank you for contacting Motorola. I would encourage you to contact us if you need further assistance. I request you to attach your details to this mail. In any case, here are the steps that we followed. You may use it as a reference in case you need it again in the future. If you have any questions or concerns, we are happy to help! You may call us on our toll free # [protected] or reach us through chat or email fromwww.motorola.com. We are available anytime between 7 am to 11 pm, Monday to Sunday. In our quest to continuously improve our support and services, I would encourage you to respond to the survey that will be sent to your email address. Share your thoughts on what we do well and what we can improve on. Your valuable feedback will only help us better serve you in the future. Thanks and have a great day, Motorola Mobility INDIA Ltd. Chat Transcript 30/09/2015 11.17 AM [10:44:57 AM] Welcome to Motorola Support. This is Kattamuri. How may I assist you today? [10:45:03 AM] Satyamaditya Yadav: Hi [10:45:17 AM] Satyamaditya Yadav: I have moto g3 [10:45:27 AM] Satyamaditya Yadav: the issue is with camera [10:45:50 AM] Satyamaditya Yadav: I visited to service center andheri [10:45:53 AM] Kattamuri: May i know your contact details and IMEI number? [10:46:02 AM] Satyamaditya Yadav: They are saying it's water damage [10:46:08 AM] Satyamaditya Yadav: [protected] [10:47:14 AM] Satyamaditya Yadav: imei [protected] [10:47:33 AM] Kattamuri: Thank you for providing the information. [10:47:42 AM] Satyamaditya Yadav: I have contacted earliear on chat and I was told that [10:47:57 AM] Satyamaditya Yadav: you guys will escalate my problem [10:48:43 AM] Satyamaditya Yadav: Job no 824, date 30 sept 2015 [10:49:22 AM] Kattamuri: When did you contacted to our motorola about your issue? [10:49:47 AM] Kattamuri: You are saying your job sheet no:824 am i correct? [10:49:54 AM] Satyamaditya Yadav: Yes [10:50:29 AM] Satyamaditya Yadav: I have issue with camera earliear in August after purchase of 4-5 days [10:50:39 AM] Satyamaditya Yadav: I have also emailed that [10:50:59 AM] Kattamuri: could you please provide me the full job sheet number . It contains both alphabetic and numerical. [10:51:24 AM] Satyamaditya Yadav: but the issue was minor so I neglected to replace the mobile [10:51:29 AM] Satyamaditya Yadav: You can check [10:51:38 AM] Kattamuri: could you please provide me the full job sheet number . It contains both alphabetic and numerical. [10:52:03 AM] Satyamaditya Yadav: It's just 824 [10:52:22 AM] Satyamaditya Yadav: submited at Prodcon service center, Andheri East [10:52:57 AM] Satyamaditya Yadav: They also charged me non- refundable rs. 300/- service charge [10:53:21 AM] Satyamaditya Yadav: just for submitting the phone [10:53:42 AM] Kattamuri: could you please provide me the full job sheet number [10:54:12 AM] Satyamaditya Yadav: it's just 824, [10:54:15 AM] Kattamuri: Give me a minute i will check [10:54:18 AM] Satyamaditya Yadav: I have print [10:54:30 AM] Satyamaditya Yadav: Should I send you in email ? [10:56:48 AM] Kattamuri: I will send you a email. Please attach your details to mail id and revert it to me. [10:57:07 AM] Satyamaditya Yadav: okay [10:57:14 AM] Satyamaditya Yadav: send the email [10:57:58 AM] Kattamuri: We will send the email once the chat is disconnected. [11:00:08 AM] Satyamaditya Yadav: okay, but what you guys will replace the mobile [11:00:12 AM] Satyamaditya Yadav: right ? [11:00:50 AM] Kattamuri: Do you have warranty to you device? [11:01:07 AM] Satyamaditya Yadav: Yes [11:01:19 AM] Satyamaditya Yadav: bought in 11 august 2015 [11:01:25 AM] Kattamuri: when did you submitted your device? [11:01:56 AM] Satyamaditya Yadav: Today [11:03:10 AM] Kattamuri: From which source you bought your device. E.g:flipkat? [11:04:52 AM] Satyamaditya Yadav: yes flipkart [11:05:46 AM] Kattamuri: As of now you submitted your device today only. After examine your device at service centre they will give you assurance about the replacement. [11:06:12 AM] Satyamaditya Yadav: But I will get the replacement ? [11:07:19 AM] Kattamuri: I am sorry sir . service centre members will give you the information about the replacement. [11:07:52 AM] Satyamaditya Yadav: They are saying it's water damage [11:08:02 AM] Satyamaditya Yadav: what are the policy in this case [11:08:19 AM] Satyamaditya Yadav: I have reported the issue in august itself. [11:08:36 AM] Satyamaditya Yadav: maybe the camera fault was already there in august [11:08:38 AM] Kattamuri: Sorry to inform you that, here will be no warranty for water damage. [11:09:14 AM] Satyamaditya Yadav: okay, so what will be the cost of replacement of water damage [11:09:23 AM] Satyamaditya Yadav: device [11:10:42 AM] Kattamuri: We are not having any cost information about the water damage. Please contact MAC. They will provide you the information. [11:11:07 AM] Satyamaditya Yadav: what is MAC [11:11:25 AM] Kattamuri: Motorola authorized centre. [11:11:44 AM] Satyamaditya Yadav: where is it, and contact details ? [11:11:58 AM] Kattamuri: Please contact the service centre. [11:12:34 AM] Satyamaditya Yadav: okay the same one, but could you please escalate my ticket, as I have already approched you guys in August [11:12:46 AM] Kattamuri: The service centre which you gave your device please contact them. [11:12:47 AM] Satyamaditya Yadav: So the my case should be on High priority [11:13:09 AM] Kattamuri: yes sir, i will escalate your issue in a high priority. [11:13:31 AM] Satyamaditya Yadav: Okay so when can I except the turn around [11:14:43 AM] Kattamuri: They will get back you to within 48 hrs once we find the records in service centre. [11:16:32 AM] Kattamuri: Is there anythihg else that i may assist you? [11:17:27 AM] 'Satyamaditya Yadav' disconnected ('Concluded by Agent'). [---001:005211:44812---] Satyamaditya Yadav Sep 30 to Motorola Please find the attached job sheet Please escalate and provide replacement device asap On Sep 30, 2015 11:20 AM, "Motorola India" wrote: Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you. Subject Chat - camera repair. Discussion Thread Response Via Email (Kattamuri) 30/09/2015 11.20 AM Dear Customer, Thank you for contacting Motorola. I would encourage you to contact us if you need further assistance. I request you to attach your details to this mail. In any case, here are the steps that we followed. You may use it as a reference in case you need it again in the future. If you have any questions or concerns, we are happy to help! You may call us on our toll free # [protected] or reach us through chat or email fromwww.motorola.com. We are available anytime between 7 am to 11 pm, Monday to Sunday. In our quest to continuously improve our support and services, I would encourage you to respond to the survey that will be sent to your email address. Share your thoughts on what we do well and what we can improve on. Your valuable feedback will only help us better serve you in the future. Thanks and have a great day, Motorola Mobility INDIA Ltd. Chat Transcript 30/09/2015 11.17 AM [10:44:57 AM] Welcome to Motorola Support. This is Kattamuri. How may I assist you today? [10:45:03 AM] Satyamaditya Yadav: Hi [10:45:17 AM] Satyamaditya Yadav: I have moto g3 [10:45:27 AM] Satyamaditya Yadav: the issue is with camera [10:45:50 AM] Satyamaditya Yadav: I visited to service center andheri [10:45:53 AM] Kattamuri: May i know your contact details and IMEI number? [10:46:02 AM] Satyamaditya Yadav: They are saying it's water damage [10:46:08 AM] Satyamaditya Yadav: [protected] [10:47:14 AM] Satyamaditya Yadav: imei [protected] [10:47:33 AM] Kattamuri: Thank you for providing the information. [10:47:42 AM] Satyamaditya Yadav: I have contacted earliear on chat and I was told that [10:47:57 AM] Satyamaditya Yadav: you guys will escalate my problem [10:48:43 AM] Satyamaditya Yadav: Job no 824, date 30 sept 2015 [10:49:22 AM] Kattamuri: When did you contacted to our motorola about your issue? [10:49:47 AM] Kattamuri: You are saying your job sheet no:824 am i correct? [10:49:54 AM] Satyamaditya Yadav: Yes [10:50:29 AM] Satyamaditya Yadav: I have issue with camera earliear in August after purchase of 4-5 days [10:50:39 AM] Satyamaditya Yadav: I have also emailed that [10:50:59 AM] Kattamuri: could you please provide me the full job sheet number . It contains both alphabetic and numerical. [10:51:24 AM] Satyamaditya Yadav: but the issue was minor so I neglected to replace the mobile [10:51:29 AM] Satyamaditya Yadav: You can check [10:51:38 AM] Kattamuri: could you please provide me the full job sheet number . It contains both alphabetic and numerical. [10:52:03 AM] Satyamaditya Yadav: It's just 824 [10:52:22 AM] Satyamaditya Yadav: submited at Prodcon service center, Andheri East [10:52:57 AM] Satyamaditya Yadav: They also charged me non- refundable rs. 300/- service charge [10:53:21 AM] Satyamaditya Yadav: just for submitting the phone [10:53:42 AM] Kattamuri: could you please provide me the full job sheet number [10:54:12 AM] Satyamaditya Yadav: it's just 824, [10:54:15 AM] Kattamuri: Give me a minute i will check [10:54:18 AM] Satyamaditya Yadav: I have print [10:54:30 AM] Satyamaditya Yadav: Should I send you in email ? [10:56:48 AM] Kattamuri: I will send you a email. Please attach your details to mail id and revert it to me. [10:57:07 AM] Satyamaditya Yadav: okay [10:57:14 AM] Satyamaditya Yadav: send the email [10:57:58 AM] Kattamuri: We will send the email once the chat is disconnected. [11:00:08 AM] Satyamaditya Yadav: okay, but what you guys will replace the mobile [11:00:12 AM] Satyamaditya Yadav: right ? [11:00:50 AM] Kattamuri: Do you have warranty to you device? [11:01:07 AM] Satyamaditya Yadav: Yes [11:01:19 AM] Satyamaditya Yadav: bought in 11 august 2015 [11:01:25 AM] Kattamuri: when did you submitted your device? [11:01:56 AM] Satyamaditya Yadav: Today [11:03:10 AM] Kattamuri: From which source you bought your device. E.g:flipkat? [11:04:52 AM] Satyamaditya Yadav: yes flipkart [11:05:46 AM] Kattamuri: As of now you submitted your device today only. After examine your device at service centre they will give you assurance about the replacement. [11:06:12 AM] Satyamaditya Yadav: But I will get the replacement ? [11:07:19 AM] Kattamuri: I am sorry sir . service centre members will give you the information about the replacement. [11:07:52 AM] Satyamaditya Yadav: They are saying it's water damage [11:08:02 AM] Satyamaditya Yadav: what are the policy in this case [11:08:19 AM] Satyamaditya Yadav: I have reported the issue in august itself. [11:08:36 AM] Satyamaditya Yadav: maybe the camera fault was already there in august [11:08:38 AM] Kattamuri: Sorry to inform you that, here will be no warranty for water damage. [11:09:14 AM] Satyamaditya Yadav: okay, so what will be the cost of replacement of water damage [11:09:23 AM] Satyamaditya Yadav: device [11:10:42 AM] Kattamuri: We are not having any cost information about the water damage. Please contact MAC. They will provide you the information. [11:11:07 AM] Satyamaditya Yadav: what is MAC [11:11:25 AM] Kattamuri: Motorola authorized centre. [11:11:44 AM] Satyamaditya Yadav: where is it, and contact details ? [11:11:58 AM] Kattamuri: Please contact the service centre. [11:12:34 AM] Satyamaditya Yadav: okay the same one, but could you please escalate my ticket, as I have already approched you guys in August [11:12:46 AM] Kattamuri: The service centre which you gave your device please contact them. [11:12:47 AM] Satyamaditya Yadav: So the my case should be on High priority [11:13:09 AM] Kattamuri: yes sir, i will escalate your issue in a high priority. [11:13:31 AM] Satyamaditya Yadav: Okay so when can I except the turn around [11:14:43 AM] Kattamuri: They will get back you to within 48 hrs once we find the records in service centre. [11:16:32 AM] Kattamuri: Is there anythihg else that i may assist you? [11:17:27 AM] 'Satyamaditya Yadav' disconnected ('Concluded by Agent'). [---001:005211:44812---] Email: Camera autofocus not working properly for closer objects [Incident:[protected]] Inbox x Motorola India Aug 27 to me Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you. Subject Email: Camera autofocus not working properly for closer objects Discussion Thread Response Via Email (Jillola) 27/08/2015 11.36 AM Dear Satya, Thank you for your response. We understand your concern regarding the issue with camera, we haven't came any complaints across this, however we will definitely share with the department and as of now we do not have any official information regarding the further updates. We suggest you to check in play store for any camera updates. For additional questions we are here to help. You can reach us by replying to this email, visiting our website www.motorola.in, or calling us at our toll-free number [protected] (Mon-Sun 7a.m to 11p.m.). We appreciate your patience and value your business. Thank you for being such a loyal customer. Regards, Kranthi Motorola India Customer By Email (Satyamaditya Yadav) 26/08/2015 12.57 PM Hi, I have tried all the resolutions, but the issue still persists, I also researched about this on net, and found that many users have the similar issue, I am afraid if I ask for replacement from flipkart I will get the another unit which will also have the same issue, so that will be pointless, I want answer from your side that the issue is officialy identified or not? It looks the issue is with OS level, so it can be fixed in next release, can't it ? Regards, Satyamaditya Yadav On Wed, Aug 26, 2015 at 12:44 PM, Motorola India < [protected]@mailwc.custhelp.com> wrote: Response Via Email (Patlolla) 26/08/2015 12.44 PM Dear Satya, Since we haven’t heard back from you, as a standard procedure we are closing this case for the issue/concern reported by you. You can still reopen this case anytime if the issue/concern for which you have contacted us has not been addressed. To reopen the case you could either reply to this email or can call us at our toll-free number [protected] (Mon-Sun 7a.m to 11p.m.). You can also chat with our representative by visiting www.motorola.com. We appreciate your patience and value your business with us. Regards, Preethi Motorola India [---001:001938:00491---] Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response. We will assume your issue has been resolved if we do not hear from you within 72 hours. Thank you for allowing us to be of service to you. Subject Email: Camera autofocus not working properly for closer objects Discussion Thread Response Via Email (Jillola) 19/08/2015 04.11 PM Customer Reference number :[protected] Dear Satya, Thank you for contacting Motorola. We are sorry to hear that the device camera auto focus is not working properly. We request you to follow below trouble shooting steps in resolving the issue. If you are moving, there may be a problem with the picture. Try enabling Tap to focus Image, this will allow you to tap on the screen to focus and capture. Try sitting the device on a hard steady surface while taking the photo to see if the picture clears up. You can also try taking a dry cloth and gently clean the camera lens. Check settings While in camera mode, swipe right to open effects and settings. Rotate the dial to see more options. Image HDR (High Dynamic Range) is best when used for landscapes or outdoor portraits. Not recommended for action shots. Note: HDR mode will not work when Flash is set to On. Image Set to On, Off or Auto Image Set the camera to focus on the object you touch in the screen Image Take a slow motion video Image Panorama - Use the on-screen guide to slowly pan while you are taking the photo Image Tag your photos with a location Image Turn the shutter tone On or Off Restart the device. 1. Hold down the power button until you receive a menu. 2. Touch Power off 3. Power the phone back on and relaunch the camera. Reset the phone The last option is to factory reset the device. NOTES: Reset will require a minimum battery level of 20%. If you are unable to perform a reset, we recommend that you charge for 20-30 minutes and try reset again. This will reset the device to the factory default state and it will clear out the memory buffers and reset the device and application data. Important Note: We recommend backing up any personal data before proceeding. To reset the device: 1. Touch Image 2. Touch Settings 3. Scroll down and touch Backup & reset 4. If you would like to back up and restore your personal data, touch the Back up my data and Automatic restore check boxes. Note: If you are unsure if a 3rd party application is causing the problem, we recommend that you uncheck the Automatic restore option. This will allow you to manually reinstall the applications individually to try and determine if a certain application may be causing the problem. They can download again by going to Play Store My Apps ALL 5. Touch Factory Data Reset 6. Touch Reset Phone TIP: After the reset is completed we recommend gradually reinstalling your applications, i.e. install 1-2 apps, use the phone for a day and see if the issue re-occurs. If phone does not experience any issues, install another 1-2 apps and continue to follow this process. After reset if the problem still persists, we request you to contact flipkart for the replacement. For additional questions we are here to help. You can reach us by replying to this email, visiting our website www.motorola.in, or calling us at our toll-free number [protected] (Mon-Sun 7a.m to 11p.m.). We appreciate your patience and value your business. Thank you for being such a loyal customer. Regards, Kranthi Motorola India Customer By Web Form (Satyamaditya Yadav) 15/08/2015 12.21 AM Hi, I got moto g3 today by flipkart, I have problem with the camera, the autofocus is not working properly for closer objects. Is the issue related to hardware or software ? If software please provide the patch or update, if hardware please replace the unit ASAP. Thanks [---001:003131:60950---] Camera autofocus not working properly for closer objects [Incident:[protected]] Inbox x Motorola India Aug 15 to me Your question has been received. You should expect a response from us within 24 hours. Discussion Thread Customer By Web Form (Satyamaditya Yadav) 15/08/2015 12.21 AM Hi, I got moto g3 today by flipkart, I have problem with the camera, the autofocus is not working properly for closer objects. Is the issue related to hardware or software ? If software please provide the patch or update, if hardware please replace the unit ASAP. Thanks [---001:000364:36920---]