[Resolved]  Motorola Mobility — Handset problem since more than six months

Address:

Surat, Gujarat, 395001

Dear motorolla,
I have purchased on moto g3 (Third gen.) mobile from flipcart on dated[protected]. The order id of flipcart is od[protected] with mobile imie serial number [protected]. On 1st dec 2015 i found that my phone heatup while charging and the phone gone dead. I called the toll free number of mtorolla and done every procedure as per their guidance. Then the motorolla toll free team suggested me to visit the nearest motrolla care center and on 2nd dec 2015 i went to the address as defined by the motorolla people “ opp. Abhishek hotel, goddod road, surat.” the servie center told me that they have discontinued the motorolla sevice and they gave me the new motorolla service center address which was “ug-69, 70, wing-c, shreeji arcade, anand mahal road, adajan, behind bulkabhawan school surat gujarat 395009 communication merchants “ i gone there and the service center told us that we have not yet started the motorolla support and we are only having lenovo support here and there is no certainty that when it will get started. I communicated all this things to toll free number and the answer i got was unbelievable. They say “ you have to wait till any service center onpen in surat.”
I just don’t know where to go with this problem as there is no one to answer and the only possibility left with me is to file a police complain against motorolla and flipcart.

After a long chase of 15 days finally one of the service center "ensure support service india limited." has accepted my moto g3 (Third gen.) mobile today with work order no.: sur/mg/15/01829 wo date : 14 dec. 2015. Please get the handset replace at the earliest as it is almost 15 days as of now i am without any mobile phone.

My phone is dead since 1st december 2015.
After 15 days of long chase now my phone is accepted by one of the care on dated 14th dec. 2015. My work order number is sur/mg/15/01829 work order date 14th dec. 2015. - after my strong follow up the call center told me that you will receive your device before 15th january 2016 as there is issue in parts
Availability.
- today (19/01/2016) when i inquired the call center i got a response that still the part is not available and he gave me another commitment to get it repaired by 1st week of feb 2016. I may get a third commitment on feb 2016 regarding the which is not surprising for me as i am chasing since two month for my mobile.

My humble question to you is "am i done mistake by purchasing the motorola device?"
If not then why i am suffering this much for getting my phone get repaired.

Date: 22/02/2016
Dear team,

It is almost 2 months and 22 days my handset is dead and informed to motorola. Till today i have not received any call from the service center to collect the handset. It is my last mistake to buy any motorola product. There is no curtsy from motorola people to let me know the status of my mobile. Today in the morning i got a call from one person of motorola and he was asking that whether you collected your mobile from the care or not?

When i asked the care they told me that the handset is not ready and we will intimate you as soon it is repaired. This clearly indicates that the toll free number of motorolla is also misguiding me on this regards.
23/02/2016
This is to inform with deep regret that after 2 months and 23 days of my phone given to the service center for repair i got a call from your call center to collect the device from the care. I have gone there to collect the device and found that the speaker part was damaged on upper and lower part of the front screen and your care people told that this normally happens when we open the front glass but this will not give you any problem in your functionality and you can submit the device again for this problem in the care. They were assisting me to take the damaged device but after calling your toll free number they told not to accept the device if it is found damaged. We have return the device to the care instantly and took
Back the old job sheet. The care people were frightening us by saying that there is no motorola care with us and if you do not take the device the device will stay here only and you will never get the device back.
I just cant understand is it with me only or is it the common scenario for all the motorola handset repair.
Please assist what should i do.
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Initially when i talked to the customer care people i have been told no to except the handset and when i was following up rigorously on toll free they keep on saying that i will get a call from motorola as they have escalated this issue to higher authority. Unfortunately i never get a call from them and i almost communicated with them through email more than 30 times but with no revert.
At last i collected the mobile from the care with the same condition on dated 24/03.2016. After getting the device with me i have see that the camera of the handset is not working. I gone back to the care and told them the condition bu they denied to take the mobile as they were no more motorolla care. I called to the customer care and they told that there is no motorola care in surat and i need to submit in near by town (Ahmedabad) which is 350 km from my place. Other option they told me to wait for the other center which will open shortly. I waited for the motorola care to get open and on the very first day i visited the care and given my device.


As per your suggestion we have visited the care and they have taken the
Device on thursday only. The job sheet number of the device is *srt/mg/16/00010
Date : 26/05/2016.*
The care people told me that they will intimate me whenever the mobile handset is ready. I waited for a week and i called the toll free number and they told it will be ready at the care so go and collect the device. When we went there the care people told us that there is a problem in camera so we have requested parts. When again i called the told free number they told the part is delivered by the care on 3rd june and they also told that i will get a call from the care within two to three days. But when i have not got the call i again visited the care today (17/06/2016). The care people is saying that the mobile is still not working with the new camera and now we are going to request for new motherboard to rectify the issue. I don’t know what is happening, since december 2nd my mobile is not working and in spite of giving lot of mails and lot of calls and lot of visit to the care my mobile is still with motorola care.
Its more than six months i am facing problem with my device and there is no service provided by motorola for my device.