Motorola — Moto X2 2nd Generation under warranty delay in repair parts not available

Address:	600116
Website:	Motorola

Hi,

I have 4 Moto phones, the latest being Moto X2 2nd Generation, like everybody a huge fan of Moto and was thrilled to use my Moto X2 ever since I bought it. But soon my happiness turned into sadness from there to pure humiliation after speaking to Customer Care team & Service Center in India. ( Chennai )

My Moto X2 screen flickered while I was reading news feeds and I had no idea that day, I had to go through what I would call, a very unprofessional entity, making things really tough on reported issue. The phone was not dropped, not even 1% damage that I caused, and the same was confirmed by Moto service center after examination. It was pure malfunction, though initially support team had told me to turn off and on and do all sorts of things to see if it fixes by itself, but the screen did the same either flicker or completely go blur on me with colorful lines . Post my first call with Customer care on 30th Sep 2015, I took my phone to nearest service center B2X Moto authorized service center, since phone was purchased on 25th Dec 2014 - The warranty still holds good.

Initial examination results by service center .

Problem Category : Display External, Problem Sub Category : External Display, Missing Pixels. Problem Description : problems with Display on the outside of the unit, use this one for candy bar & slider units and external flip displays.

Solution Offered Sep 30th 2015 : Replacement of External Screen with no cost to Customer ( Under Warranty )

Ever since issue was reported and handed over device, I have been chasing with Moto Customer care and I have not been getting satisfactory response, there is no turn around time when the parts are to dispatched and nobody has clue when the phone screen will be fixed. This is so hard to digest the newly launched high-end phone which costs more than 32000 rs/- does not have parts in stock.

I got little irritated while speaking to Customer care, since my old records/tickets with CSR were deleted . Not sure how that happened, and they wanted to take fresh complaint.

Since I insisted to speak to a supervisor, provided ticket #[protected] and got the case escalated

Here are my phone details :

IMEI Serial number : [protected]****, Job Number with Service Center : AMSCHN004659

I use my phone for official purpose and now that my mobile has been cornered in service center, with never changing status since last month : PENDING DELIVERY FOR PARTS since 30th Sep, 2015

Having difficult time to track or in expediting parts dispatch for my Phone which is in Warranty. Sad but true, I should not be going through this pain, calling CSR every 4 days and still the same status. Appreciate if someone could direct / address this case.

NO WONDER MOTO HAS SUCH A POOR TRACK RECORD, I DID EXPERIENCE THE SAME BY MOTO REPRESENTATIVES, NOT SURE WHY "FLIPKART" STILL HOOKED UP WITH THIS ENTITY

My Details : Arun
Ph : [protected]