[Resolved]  Motorola Milestone — Poor service delivery and extremely unresponsive service staff

Address:

Ahmedabad, Gujarat

2 months back I had given my Motorola milestone for repair at Motorola authorized serviced center "Duggar Sales" at Prahladnagar Ahmedabad.

The issue was regarding a ghost touch screen which was registering key strokes by itself and wouldnt respond to user input. When given for repair, the service centre engineers diagnosed that the touch screen and internal chipset had some flaw and the repair will be done in 15 days under warranty.

After 20 days they called saying the phone is repaired, when i collected the handset they had not repaired it and gave it to me the same way i gave it to them. Hence I asked them to repair again and they said parts will have to be ordered for it and it can take 15 more days. So I resubmitted and waited for 15 more days. Even after 15 days they never called and when I inquired they said it will take another 15-20 days since parts were not dispatched by Motorola. I asked them to give me the original job sheet for record keeping, or a copy of it and the service engineer said they destroyed it and that they don't maintain any records of past job sheets and he generated a new one.

I lodged a complain regarding the issue with the customer service department on their toll free number[protected], they generated a complaint (Reference number[protected] and said I will be given an update in 48 hours. After 48 hours when i called they said it will take 2-3 more days since they had forwarded the complaint to respective department. After 3 days when i inquired they said they dont have any response yet and will take more time.

After a lot of argument my call was forwarded to the complaint escalation manager Ms. Shipra (contact number -:[protected]) who said she will look into the matter and update in 24hours. She also provided me the contact details of the Regional manager for Gujarat Mr. Chintan (contact number -: [protected]) whom I called and explained the problem. He assured me that he will look into the matter and get it solved in a day or two.

After this event I never received an update from either Shipra and Chintan; nor did the either of them pick up my calls and simply ignored all texts. When I called the service department on the toll free number and asked to be connected to shipra they kept saying that she was on a call and she will call back, but I never received a call.

This went on for another 3 weeks. In the process I tried to reach the Motorola corporate office for India by phone, but no body picked calls or responded to messages left on the voice mail. Than I got a call from the service centre that my phone was repaired. When I collected the phone they had damaged my phone physically and misplaced the speaker grill. When I noticed this and demanded an explanation they said it was submitted like this and rudely threw my phone on the service desk further damaging. I left the phone with them to pursue a complaint through the consumer court.

Finally through another complaint on the consumer-complaints.in website I was able to trace a person who had similar problems, he provided me the contact details of Mr. Vijaya (contact number [protected]) who is the head of Redingtons service department (Motorola's service support partner) who listened to the problem. And said he will return the call in an hour. And after an hour I received a text message from him that he has asked the department to investigate and provide my phone in the pristine condition I submitted in. After one week I got a call from the Service centre that the parts had been dispatched for the repair including the speaker grill and the phone will be repaired in a few days. After a few days still they hadn't repaired my phone. When I contacted Vijaya again, he said he was told by the department that problem was solved and case was closed. He again requested time to look into the matter. After this in 2 days (Today) I got a call from the service center that the phone was repaired fully. I just collected my phone, while they had repaired the original issue (touch screen) and Speaker grill, they did not repair the physical scratches and dents caused by throwing the phone on the service desk before. I have given up hope and collected my phone. I swear never to buy a motorola handset again and ensure that this complain goes to the public and they can avoid the inherent troubles i faced.

If any other customer of Motorola has any similar problems please feel free to call Vijaya and talk to him directly instead of putting a complain with the service department. He is the only person capable of giving answers.

Duggar sales is the worst service centre for motorola, blackberry or any other device, and Motorola has the worst service network amongst all the manufacturers.