Motorola (B2X Service Center - Borivali East) — Fault overlooking- Lack of diagnostic ability- Refusal of service.

Address:

Mumbai City, Maharashtra

Hi, I had bought a Motorola Cell phone in Oct 2014 through Flipkart. The model is Moto G 2. It is in warranty till October 21st, 2015. I have been observing an issue with the sound bar/speaker of my phone not sounding clearly when held in the left ear. To my surprise even others holding the phone on their left ear agreed to the problem. When checked thoroughly by me, I found volume is lower or negligible when phone is held on the left ear. Strange but true. I visited B2X- Authorised Motorola Service center in Borivali on1st Oct, 2015. On showing the handset to the staff, they first found the volume low. They even passed it around to the other staff to check and were surprised. Then the scheme of events is as below: 1. The branch head came out and told me it is the same volume reduction in his Moto G2 as well. ( I do not care about his handsets condition). 2. When I confronted him about the problem he said, you may have held the phone in a particular position when using on the left ear. (The ear size and phone size is same and held symmetrically, position doesn't change while using it on left and right side. Also the sound bar is of a horiziontal size which should sound on its complete length.) 3. When i confronted his logic of holding in a particular way, he replied, it is one of the reasons for low sound. 4. When I told him he should check it, since others have reported the same problem on my device he said it is fine. !!! I argued with him as to why cant he check it since it is problematic, he said it is the case with his phone also. I challenged him to give it in writing that the piece was fine without checking and he gave me a job sheet certifying his claim. 5. Being a service center he DID NOT request/suggest me to keep the phone to be checked. Instead he argued that it is fine and be taken back. If a service center checks like a layman and not with proper tools after opening the device, there is no difference in a common person and them. This careless attitude of the service center, his behaviour and foolish logic has caused me a lot of inconvenience. 6. The branch manager, same guy, when questioned about the center being authorised for Moto phones, refused to give me details and documents to prove the same. Why cant it be shown for authentication????? 7. He also refused to provide the Motorola Service Departments number. And said will give only helpline number. 8. It was me who confronted him on thorough checking of the phone (ELS process as they call), it being in Warranty. It was me who asked him how much time will it take to check and he said: 48 Hours. He told me to come with a backup or else he wont open the piece. "This behaviour with technology sound people is a shame on the way these people operate. I can only imagine what they would be doing with technically challenged and elderly people." Non co-operation and lack of service kind of an attitude is what I want to complain about. I look forward to also attach a compensation for the harassment. I noticed that the sound bar on the phone's speaker is working only on its left part, causing the problem when shifted to the left ear which causes the right part to touch the ear. I asked him if it should work on the entire strip of the sound bar and he said yes it should. It shows their negligence and mis-management of resources. Please note this complaint and suggest me the way forward, as I would like to show the Organization (B2X) and its parent service provider Motorola better ways to treat their customers and technical issues. Regards. Yash Rungta [protected] Mumbai. [protected]@gmail.com