Motorola Mobility — After Repair Issues with Motherboard

Address:

Bangalore, Karnataka

Phone Model: Moto G 1st Generation XT1033 Warranty Status: Out of Warranty My phone screen got damaged and hence I went to an authorized Motorola Service Centre for repair of the same. At that point of time I was able to receive calls in my house where the signal strength is generally around 70-80 dBm(I got to know about this later using my friends Moto G), despite the completely damaged screen(using headset having call receive button). Location Details of Service Center: Name: B2X, Techtronix Mobile Solutions Location: Marathahalli, Old Airport Road, Sigma Arcade, Near Brand Factory I was told that it would cost 4270(inclusive of all) and will take around a week time. I got a call in the evening mentioning that there were no other issues except the LCD+Screen and I was asked to confirm if I am willing to get that replaced. I agreed for the replacement. I received the phone on 12th September 2015 after getting a call to collect the same. The details of the LCD/Screen replacement: Job Number: AMSBAG004501 Total Expense: 4270 After receiving the phone on Saturday 12th September 2015, it took me some time to realize that the signal was going off time and again completely and most of the time I was left without any network. I went to the same service centre the very next business day i.e. Monday, 14th September 2015. I realized that on my way to the service centre the network came back to normal which I found strange and thought that it was just a temporary glitch. Anyway, I took the phone to the service centre and they also told me it could have been a problem with the SIM card placement. I returned home to rediscover the same issue with no network. The next day 13th September, revisited the office and they did some software fix(as informed by a member of the service centre). I found the same problem yet again. Then I gave the phone to service centre as they told they would need to diagnose the problem. I got the next call on 23rd September 2015 from the service centre to collect my phone. I collected my phone on 25th September 2015 after I was informed that they fixed some software issues yet again. I performed an instant check and found that the signal strength was now somewhere around -110dBm in my mobile compared -50dBm checked with the same SIM card in another handset and I pointed that out immediately. They said it was a "Motherboard Problem" as at their side the tests were passed and the problem can't be detected in their tests. They also told me that in motherboard problem the issues were inconsistent. I was told that it would cost me 80% of the phone purchase price for motherboard replacement to which I rejected and told them it is a problem from their side that the problem only came to life after the 1st repair and further their incapability to point out the issue before making the LCD issue. I was offered a full refund of the amount I paid(4270 INR), to which I agreed after much debate and the previous invoice was taken back from me. Detais of the Software Fix done by them: GIN Number: GINBAG005846 Job Number: AMSBAG004933 Repair Closed on: 25th September 2015 My problem is as below: - The issue with the Signal Strength came out of nowhere only after the screen replacement. That's a straight damage done by the service centre(probably during their screen replacement). - The motherboard issue was never detected by the service centre. Can't they do more intensive testing from their end before handing over the phone to the user? - It took me 4 separate visits to the service center to finally find out that the problem is with the motherboard too. Why does the customer have to go through so much harassment and why can't the service center be more responsible during tests and before final delivery? I would request a repair of the problem which was only after the replacement of LCD/Screen.