Motorola Solutions — notice of defective product and deficiency in service

Address:

560005

Notice of deffective product and deficiency in service

To:
Motorola excellence centre,
415/2, mehrauli-gurgaon road, sector 14,
Near maharana pratap chowk,
Gurugram, haryana 122001

Cc: [protected]@encompass.com,
Motorola india customer care


From: suresh augustine
S/o x. Lazar augustine
#15, elegant poise, flat no. 303, 3rd floor,
Hirachand cross road,
Bangalore 560005
Ph: [protected], email: [protected]@gmail.com

Ref: complaint towards motorola moto z play phone with imei number [protected] and microsoft services.
Complaint number:[protected]


Dear sir/ madam,

This is to bring to your notice that i had purchased a motorola moto z play flagship phone with imei number [protected] (Hereinafter referred to as “phone” or product”) through retailer flipkart for a consideration of rs. 24, 999.00 paid via credit card vide your receipt/ invoice no. F0yqk[protected] dated 12/jan/2017.

The aforementioned phone was being used by myself and in june 2017 the said phone started suffering from the following defect:

1. The vibrator feature on the phone stopped functioning.

I had originally contacted motorola support and i was asked to hard reset the phone multiple times however the issue was never resolved. Then the phone was given for repair/servicing on 21 august 2017 (Original complaint number – srin[protected] to your care center and post constant follow up i and visiting the care center i was informed by the service center that due to the negligence of the service center the phones speaker, the water resistance feature and the battery have all stopped working and the phone would be kept with the service center for additional repairs. The phone had been in the care centers custody for over one and half months now. I was contacted first on the 20th of september 2017 by the service center to collect the phone however when i went to collect it the speakers had stopped working. Then the manager confessed saying that they did not have a part (Adhesive tape) so they simply used alternative method and tried to fix it and that lead to issues with speakers and the water resistance feature which is primary importance to me. So i was asked to handover the phone back to the service center. Then i was contacted again on the 4th of october 2017 and when i went to collect the phone, now the phone was not powering on and also they have forgotten to put back another part that led to the phone not functioning properly and further malfunctioning and the light emitting out of the phone censors.

I have reported the above matter through phone calls and conference calls (Along with the service center personnel) to ajay kumar panda who has been assigned to handle my case representing motorola over the last 1 month and despite all my pleadings you have not made good the defect in the goods and there is a gross deficiency in services which is indeed regrettable and highly unprofessional. After constant follow up you have denied to replace the phone and also refused to share the contact details and addresses of motorola’s legal department. Due to these delays i was forced to buy another phone for my use. I have requested for a new phone but have been informed that the same is not possible and that i would need to wait furthermore without any timeline, which is not acceptable to me as the same would lead to other issues and my warranty period would expire in few months which is unfair as the phone has been in the service center for almost 2 months.

On account of your aforesaid dereliction of duty and failure and neglect to rectify the same i have suffered mental agony and incurred expenses such as travelling to service center multiple times, costs incurred contacting customer care and your partners, purchase alternate phone, etc. Which you are liable to compensate to me. You are hereby finally called upon to:

A) replace the phone with a new phone (Not a refurbished phone)
Or
B) return the price/charges paid,

Within 15 days of the receipt of this notice failing which i shall be constrained to initiate against you for redressal of my aforesaid grievances and recovery of the aforesaid amount such proceedings, both civil and criminal as are warranted by law, besides filing a complaint under the statutory provisions of the consumer protection act, 1986 exclusively at your own risk, cost, responsibility and consequences.

Attachments:
1. Refusal email responses from motorola support
2. Copy of original purchase bill
3. Job sheet

Place bangalore suresh augustine
Dated –05/oct/2017 name as on the bill