[Resolved]  Motorola Mobility — Pathetic service by motorola

Address:

395001

Pathetic Service by Motorola company.
I am Satish Nair and I have purchased 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 motorola and done every procedure as per their guidance. Then the motorolla toll free team suggested me to visit the nearest motrola care center and on 2nd Dec 2015 I went to the address as defined by the motorola people “ Opp. Abhishek hotel, Goddhod 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.”

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 with Work Order no.: SUR/MG/15/01829 WO Date : 14 Dec. 2015.


After my strong and continuous follow up with the call center I have been told that you will receive your device before 15th January 2016 as there is issue in parts availability and you will get an intimation through SMS of your mobile handset ready status. When I have not been intimated up till 19th Jan I called to the Toll free number and I got a response that still the part is not available and gave me another commitment date to get it repaired by 1st week of Feb 2016.
When I have not got any response or call from Motorola up till 22nd of Feb almost 2 months and 22 days I again called to the Toll free number and been intimated by them that you will be soon informed as it is getting repaired within a day or two. Next day I got a call from Motorola and he was asking me whether you have collected your device or not ?


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 Motorola is also misguiding me on this.
After a long period of 2 months and 23 days of my Phone given to the service center for repair I got a call from motorolla care on dated 26th Feb 2016 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 other care as we are no more Motorola 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. I have not collected the phone from the care and returned back.The care people were frightening me by saying that there is no Motorola care in Surat now and if you donot accept the handset it will stay here only and you will never get the device back.


Image of My handset given to me by the care after repair:

When I strongly followed up with the toll free number they were telling we are getting it done within 7 days but after 20 days also the scenario was same. I followed 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 anyone and I almost communicated with them through email more than 30 times but with no revert. At last the toll free people told me to accept the handset as it is (damaged) and I accepted the handset on 24th March 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 on dated (25th march 2016) and told them the condition but they denied to take the mobile as they were no more Motorola 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. 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.
Today on dated 28th June 2015 I called the care center and they are still saying the handset is not ready.


Its more than 7 months I am facing problem with my device and there is no service provided by Motorola for my device.