[Resolved]  Motorola V3I — Service issue at ur Motorola Service centre - kochi

It’s rare that I encounter a customer service issue compelling enough to take time to write a complaint letter but the experience i had last saturday at your motorola service centre at kochi {40/8092, 1st Floor, DD Junction Building, Near Shenoy's Theatre, Opp. Alappatt Arcade, M.G. Road, Ernakulam - 682035 (Kochi)} warrants it in this case.

I had given my mobile handset(Motorola V3i) at your service centre mentioned above last saturday (29th sep-07)with a minor complaint that i was not able to hear properly when on a call but when its on speaker mode its working.They told me that checking and finding out will take one hour and they will inform me what the issue is and how much will be the cost involved.I did'nt get any response from them till that evening so i thought of calling them and finding out what the issue is and when i called a lady picked up the call and from the start itself she was behaving very indiffrently saying that:" don't you know that their is no electricity in our place from the morning and how do you expect us to call you when we are not able to check what the problem is and so you call sometime on the next working day ie on .The next time when i called ie on Monday(01 oct-07) also they were not able to give me a proper answer as to what is the problem with the mobile or when can i expect it back repaired or what will be the cost involved.But this time i was also a bit assertive becoz of the fact that i was going back to my work place which is in chennai and hence i told them i need a clear answer on when i can expect the mobile repaired and what is the estimate of cost involved.They told me the cost involved will be somewhere around 800 and it will be mostly be ready on Wednesday (03 oct-07) and i need to call and then only come there.As i was out of town i gave the bill and had requested my father to call them.He called them on 03 rd oct first in the morning then afternoon and evening and all these times the phone was ringing but no one was picking up the call.So today ie (4th oct-07) my father went to their office and inquired about the same, they told that the spare part is not available and you can go and come only after calling them and confirming whether its ready or not.So when my father told me this i called up their office asked about the status for which they were not able to give a convincing answer and suddenly the estimate went from 800 to 1500.I just told them to give my mobile back for which they seem to be very happy for they were able to ward off one customer from their office.The incident has given me a clear impression that never in your life you should opt for a motorola mobile for if you have a service issue you are in deep trouble.
Its really sad that a company with such an international presence is having a such a unprofessional and badly managed service centre which is going to do them bad than any good.

I would be really happy if this mail could bring about a slight change in the attitude and customer service of that service centre.

Regards
Jayamohan