Motorola Mo — New moto x play (In service centre for more than 45 days)

Address:	New Delhi, Delhi, 110092
Website:	www.motorola.in

I purchased this product on 24th October 2015 and I had to take it to service center 3 times since then. To add to the woes, the mobile has been submitted in the service center since 19th December 2015. Both Motorola Service Center and Customer Care are least bothered about it. Service Center initially asked for 15 days approx for correction, then Customer Care extended it to 31 days, and committed delivery date of 19th January 2016. Upon checking with Service Center on 19 Jan, they replied parts are not available. Upon calling Customer Care, they extended delivery date to 5th Feb 2016.

Exactly 1 month after the purchase, the mobile started restarting on its own. It became impossible to do anything on mobile as it would automatically hang, switch off and then restart. There are two interfaces for contacting Motorola when you face problem with their product- their Customer Care([protected]) and their Service Center (regional).

In my case, I contacted customer care around 24th November 2015 when this problem appeared first.They told me to do factory reset, but it did not solve the problem. Then I had to take the mobile to Service Center on 5th December 2015. They did something on mobile for an hour and returned claiming issue is resolved. However, the problem resurfaced back in a couple of days.

I went back to Service Center on 12th December. They asked me to submit the mobile but told that they won't be able to give Job Card Number as their center had no power on that day. So I decided not to submit the mobile on that day without Job Card Number.

I went back to Service Center on 19th December 2015. They took the mobile, gave the job card number and asked me around 15-20 days for repairing. I found it disturbing as to why would it take 15-20 days for a repair. They asked me to contact Customer Care for help if I want it early. Upon Calling Customer Care, they assured that they will expedite the matter but instead gave me a date of 19th January 2015- this was the situation when I had called them multiple times. So, rather than expediting, they actually delayed it even further to 31 days.

I wrote mails to Customer Care on 6th January, 13th January and 19th January, but their Customer Care did not respond to any mail. When I called the service center on 19th January to collect phone, service center people informed me that parts are not available yet and I should contact Customer Care. When I contacted Customer Care, they said that I will get a call back in 24 hours, which was a false promise and Call never came. However, they sent me a mail that your mobile will be available by 5th February 2016.

I called the Customer Care again on 20th and 21st January but they just make false promises about a call in 24 hours, They don't even give details of their seniors. They called me back on 23rd Jan. I requested for refund of the money I had paid, since I have to purchase a phone and it is not possible for me to manage without phone for so long. They told they don't have a policy for refund.

Upon Calling Customer Care on 2nd Feb 2016, they informed parts still not available, and wait till 5th Feb 2016.

My Job Card Number: ZQJ/MG/15/05147.

My desirable solution is full refund of the money I had paid for the mobile. Additionally, I want an apology mail from the CEO of their organisation for the embarrassment and frustration that they have subjected me to after I purchased their product or they should pay damages in lieu of the frustration.