Motorola Solutions — warranty service delay more than 50 days and not getting proper response from customer care service

Jul 22, 2017

Updated by Satzmechies She disconnected the chat without response

7/21/2017 Live Assistance
https://motorola-global-en-uk.custhelp.com/app/chat/chat_landing/first_name/Sathishkumar/email/satz.mechanical%40gmail.com/prod/8524 1/2
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Indhu: Hi, my name is Indhu. How may I help you?
Indhu: Greetings from Moto and Lenovo. How may I assist you today?
Sathishkumar: Hi
Sathishkumar: Can u connect with me to India team
Indhu: Sure.
Indhu: Please be online while I transfer your chat to India support.
Sathishkumar: Thanks
Indhu has disconnected.
Subrata Sahoo: Hi, my name is Subrata Sahoo. How may I help you?
Subrata Sahoo: Good Afternoon! Thank you for contacting Motorola.
Sathishkumar: Hi
Sathishkumar: Can u check this number[protected]
Sathishkumar: For my compliant regards
Sathishkumar: I didnt get any update
Subrata Sahoo: I would like to inform you that just now I checked that your issue already escalated to the senior
team and they are coordinating with the service centre to resolve your issue at the earliest.
Sathishkumar: When they will resolve
Sathishkumar: Give me exact date
Sathishkumar: Already more than 50days
Sathishkumar: Think from customer perspective
Subrata Sahoo: i would like to inform you that I will share the details with the concern team and make sure that
you will surely get a call back with in 24 hours of time.
Sathishkumar: Madam are you there?
Sathishkumar: I didnt get any respond
Sathishkumar: Check that reference number
Sathishkumar: She also told exactly same thing
Subrata Sahoo: We have escalated your case and we requested a callback from our senior team. However, due
to some mishap the call couldn't be done.
Sathishkumar: Give me request number for this chat
Subrata Sahoo: We will escalate this case again on a high priority to make sure you receive a call back as soon
as possible and with a positive resolution.
Sathishkumar: Thats fine
Sathishkumar: Give me the complaint number for this chat
Subrata Sahoo: I would like to inform you that you may get a complain number on your registered Email id once
the chat will disconnect.
Sathishkumar: Last time i got that complaint number in the chat itself
Sathishkumar: If you wanna i can share the chat with u
Sathishkumar: I saved it
Sathishkumar: Please provide me compliant number
Subrata Sahoo: I would like to inform you that the complain number will create after disconnecting the chat.
Sathishkumar: Shasniya PV: Your device complaint number is[protected]
Sathishkumar: See that
Sathishkumar: She given the compliant number before the disconnecting itself
7/21/2017 Live Assistance
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Sathishkumar: How its possible over there
Subrata Sahoo: Yes, you can revert to us with the same complain number.
Sathishkumar: I dont wanna same complaint number '
Subrata Sahoo: I would like to inform you that this is the complain number which is escalated to senior team.
Sathishkumar: I wanna compliant number for this chat
Sathishkumar: Please give me
Subrata Sahoo: So as I told the complain number will create after disconnecting the chat.
Sathishkumar: Yesterday also i pinged with some customer care person she didnt give a complaint number
Sathishkumar: Also i didnt receive email
Sathishkumar: How Shasniya PV Can give complaint number in the chat itself
Sathishkumar: Why not you?
Subrata Sahoo: I would like to inform you that you can revert back to us for the complain number if you will not
receive any complain number.
Sathishkumar: Can u get my question or not
Subrata Sahoo: No, the incident number she provided to you was the escalated complain number.
Sathishkumar: How Shasniya PV Can give complaint number in the chat itself
Subrata Sahoo: No, the incident number she provided to you was the escalated complain number.
Sathishkumar: Ok
Subrata Sahoo: Thank you for contacting Motorola. Have a great day.
Sathishkumar: I hope i will get complaint number
Subrata Sahoo has disconnected.

Jul 22, 2017

Updated by Satzmechies Today chat assistance. Without proper response she disconnected

7/22/2017 Live Assistance
https://motorola-global-en-uk.custhelp.com/app/chat/chat_landing/first_name/Sathishkumar/email/satz.mechanical%40gmail.com/prod/8524 1/2
Disconnect
Chat
Bichitra : Hi, my name is Bichitra . How may I help you?
Sathishkumar: Hi
Bichitra : Welcome to Moto & Lenovo. It is a pleasure to have you on this chat today.
Bichitra : Hello Mr Satz
Sathishkumar: I gave my mobile for service in motorola show room
Sathishkumar: Almost 55 days over
Sathishkumar: I didnt get any response
Bichitra : I am sorry to inform that you have reached the United Kingdom customer Support Chat Service. We are dedicated to assisting
only UK customers.
Bichitra : However not to worry, I will transfer the chat to the India Support Team. They will assist you with this.
Bichitra : Allow me a moment to transfer the chat to India Queue.
Sathishkumar: I knew this UK chat. Am from India. Can u help me regarding my issue . Bcoz am not getting proper response from Inida
team
Sathishkumar: Can u help?
Sathishkumar: Or u will transfer
Sathishkumar: ?
Bichitra : I am sorry, we will not be able to assist you as the device is purchase from India and we do not have information.
Bichitra : Allow me a moment to transfer the chat to India Queue.
Sathishkumar: Sure
Bichitra has disconnected.
Shasniya PV: Hi, my name is Shasniya PV. How may I help you?
Sathishkumar: Hi
Sathishkumar: I gave my mobile for service in motorola service show room
Shasniya PV: Good Afternoon!
Sathishkumar: Its almost 55days over
Shasniya PV: May I know the jobsheet number?
Sathishkumar: Am not getting proper response
Sathishkumar: Can i raise consumer compliant
Sathishkumar: ?
Sathishkumar: Image
Your question has been received. You should expect a response from us within 24 hours.
Subject
Motorola Service Issue
Question Reference #[protected]
Date Created: 18/07/2017 03.04 PM
Date Last Updated: 18/07/2017 03.04 PM
Status: Unresolved
Sathishkumar: Please refer this for ur reference
Sathishkumar: U will get all details
Shasniya PV: Sure, please give me a minute.
Sathishkumar: They mentioned within 24hours they will response
Sathishkumar: but i didnt get any response
Shasniya PV: I am sorry to know that you have not received any call back from our concerned team.
Shasniya PV: I apologise for the inconvenience caused to you.
Sathishkumar: If i called that service show room they are answering cool manner. We didnt receive parts . Go and compliant wherever u
want.
Sathishkumar: Give me higher authority email id
Shasniya PV: I will share your feedback to our concerned team and they will communicate with the service centre and do the needful.
Sathishkumar: I asked them clearly how many days it will take. They stated clearly it will take 1 week. thats y i gave my mobile
Sathishkumar: Madam, When they will do the needful service ]
Shasniya PV: I am sorry for the bad experience you have experienced from our service.
Sathishkumar: Everyday am connecting with ur customer care people. Always am getting same response
7/22/2017 Live Assistance
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Shasniya PV: However this time without any fail you will get the call back from our concerned team.
Sathishkumar: I have all chat history
Sathishkumar: Am going to raise consumer complaint
Sathishkumar: Am mentally stressful madam
Sathishkumar: Give me reference number for this chat
Shasniya PV: You can use this reference number for[protected] further assistance.
Sathishkumar: Madam, Please give me separate chat reference number for this current chat
Sathishkumar: When my problem will get resolve
Sathishkumar: Give me confirmation date
Sathishkumar: Please respond
Shasniya PV: I would like to clarify you that without closing this chat I will not get this chat reference number, once I close the chat then
only I will the reference number so that now I am not able to provide this chat reference number. However you can use the escalated
reference number[protected].
Shasniya PV: Our senior team will contact you and update the confirmed date.
Sathishkumar: When i will get response
Sathishkumar: How many 24 hours i need wait
Sathishkumar: Please response
Shasniya PV: I will share your case today to our concerned team and I will arrange a call back by the end of the day.
Sathishkumar: Are you sure ?
Shasniya PV: Yes, I will share your concern as high priority.
Sathishkumar: Suppose if i didnt get any response. What i can do from my side ?
Shasniya PV: I am sorry for the confusion, Our senior team is not working today So I can arrange a call back on Monday. Please accept
my sincere apologies in this regards.
Sathishkumar: Haha
Sathishkumar: Monday i didnt get response. What i can do
Sathishkumar: Can u check my mobile status from your side
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