Motorola Xt910 — Non cooperation from Motorola India over phone damaged by Motorola service centre

Address:

Junagadh, Gujarat

Respected Sir/Madam,
I am Sagar Tarkhala, a resident of a small village Bantwa in Junagadh (Gujarat). I've been following your forum since a while. Bearing in mind your effectiveness and accomplishment to successfully resolve consumer issues, I thought that you might be able to help me as well. I have complaint regarding Motorola handset for which I’ve been chasing Motorola India since September 2012 but I all those has been in vain till now.

I bought Motorola RAZR, XT-910 IMEI [protected] from Hemel Hempstead, UK on date 18/12/2012. Then due to some personal reasons I had to shift to India in May 2012.

My phone is still under warranty according to Motorola website and considering the date of purchase of phone. Motorola India denies that specifying their policy: due to in availability of parts of foreign model. But, same variant model (XT910) of my phone is available in India. And according to the warranty page on my manual “Motorola Global Warranty Mobile Phones: For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence.” which clearly says the warranty is global. So, my phone should qualify under warranty. But still they deny providing warranty service. I’ve mentioned this complain on Motorola helpline[protected] in June 2012. That issue remains unsolved.

On top of that Motorola Authorized service center has damaged my phone. The matters are described as follows:

On date[protected], I was in Ahmedabad, while there I had charging problem so, I called Motorola helpline on[protected] around 14:00 hrs, to seek help for problem in the mobile phone. I was informed about two service centers in Ahmedabad. Of which I chose DUGAR TELECARE, 20 ABHISHREE COMPLEX, BELOW NOKIA CARE, OPP. STAR BAZAR, SATELLITE, AHMEDABAD-380015. I contacted DUGAR TELECARE on no[protected] around 1500 hrs and asked about the asked about the problem on the phone and I was told that charging issue is minor and would be solved within 2 hrs. Upon submitting my phone for repair at DUGAR TELECARE, I was given job sheet no.179 and was asked to sit for 2 hrs. When inquiring around 5:45, he gave my phone back. On checking the phone it still had problem, the battery status was displaying “?” symbol, the repair man called me in person and admitted that he accidently broke battery belt. So I was asked to wait till next day.

On[protected], I contacted DUGAR TELECARE quite a few times on [protected] right from 0930 hrs. DUGAR TELECARE kept coming up with a new excuse every time I called. In evening when I went there with his friends, I was called in personal again in small cabin and repairman confessed that he made mistake while repairing phone and phone has gone dead, this things will also be there in CCTV footage.

Following that I pleaded continuously to repair my not only expensive but more important phone. But I wasn’t paid attention and I was threatened to leave the shop. When I asked to show the CCTV footage of phone being repaired I was threatened and forced to leave. I felt helpless and I had nothing but to leave.

I reported this problem on National consumer helpline[protected] on date 08/09/2012. They suggested me to submit my phone to another Motorola service center and get phone diagnosed and get its condition in writing. After that send notice to Motorola to resolve this problem.

Following National customer helpline’s instructions, on date[protected] I registered my complaint to Motorola on their helpline around 3:30 PM and I submitted his phone to ARYAN TECHNOLOGIES, UL-10, NEPTUNE TOWER, B/H RELIANCE WEB WORLD, OPP. JALARAM PETROL PUMP, KALAWAD ROAD, RAJKOT-360005 to get his phone repaired, where I was given job sheet no.3678. After diagnosing the phone the service center returned phone stating that the phone’s mother board and battery are damaged.
I’ve informed Motorola about this matter on date 12/09/2012 around 3:30 pm. I called again Motorola Helpline on date 24/09/2012 around 1:25 pm. Mr.Manesh attended the call but no response was given about advances in the matter. On date 07/11/2012 I called Motorola Helpline again to seek any advances and warranty matter, but no satisfying response was given. On date 12/11/2012 I called again Motorola Mr.Desai attended the call, but upon asking advances in the matter I was told that I can go to consumer forum if I want but, Motorola won’t help me in this matter. I called Motorola helpline on date 20/11/2012 again, this time Mr.Manesh attended the call and told they can’t help me until I go to service centre which is nearly 800 KM away and then talk to Motorola Helpline. Every time I called Motorola Helpline, I have mentioned all the details as well as I have cooperated fully with the Motorola representatives but no proper response was given until this day.
I’ve informed about these matters to Motorola by notice, on date 17/10/2012 I sent them legal notice by post by registered AD no.RG[protected]IN in which I mentioned all the minute details but, I wasn’t paid attention at all. Upon getting no responses I sent notice to Motorola on 09/11/2012 by registered AD no. RG[protected]IN but, the later one was not accepted by Motorola. Till the day I haven’t received any responses from Motorola

I’ve called Motorola Helpline multiple times and sent even two notices to Motorola but till the day, I’m not given complain number. This shows lack of cooperation and seriousness towards consumer.
On date 21/11/2012 I have informed Motorola UK about this matter, ‘Tijl’ was the representative from Motorola UK. She said that this is Motorola India service centre’s fault and they should be extending the warranty and get your phone repaired.
On date 23/11/2012 I have contacted Motorola 3 times then they informed me that they can’t help me in this matter because I should have informed them earlier, and they believe that I might have damaged the phone so, asked for CCTV footage for repairing but they denied every time and ignored complain every time. The names of representatives were Mr.Harsh, Mr.Manesh, Mr.Pradeep respectively out of which Mr.Pradeep replied bluntly.
It is clear that Motorola didn’t investigate into this matter and are ignoring my genuine case again and again. They didn’t even check the details or footage with the service center and kept ignoring my demand of CCTV footage.
I feel that I am helpless and I am deprived of my consumer rights by Motorola on both issues of warranty and damaged phone by Motorola. The legal and official process seems too long and tedious, I’m not sure when will I get justice. So, I request you to take appropriate actions on my behalf and please help me in this matter in all ways possible

I have got all the legal proofs, witnesses, documents and logs to support the facts mentioned in this letter.

For any further details please feel free to contact me at any time on +91-[protected].

I confirm all the details and data furnished are best of my knowledge.

Thanking you

Sincerely,
Sagar Tarkhala