| Address: New Delhi, Delhi |
I purchased a moto g (2nd gen) from flipkart on may 15th, 2015.
Within 3 months of the purchase, on May 23rd, 2015 - the phone miraculously stopped charging when plugged in. I tried restarting it and swtiching chargers thrice..but none of it worked.
I located the nearest service centre. But I could not go because the service centre closes at 6 pm. I had to wait till the next morning for my problem to be even addressed.
Next morning, the service centre in Pitampura, kept me waiting for an hour - by opening late, and with a slow server. Finally they saw my phone and on discussing the problem with the handset, i was told my charging input might be damaged for which the motherboard needs to be changed that would cost me 9000 rupees. I was quite shocked because in these 3 months o[censored]sage, my phone hasn't fallen even once, nor it had any contact with water. I was clueless as to how it was damaged. Although i was convinced that your company will take this under warranty until your attendant told me otherwise. I was told that the charging port is counted under 'accidental warranty' and I will have to pay for this job.
I was totally annoyed and angry. Why will a student pay an additional 9000 rupees, on a purchase of rs 13000, within 3 months of purchase, that too being clueless about their fault.
you understand that students do not have this much money and that's how we depend on warranty. How can you blame the customer for mishandling the handset by labelling this as 'accidental warranty', it is your company's faulty design and nothing else.
To be sure, I consulted two other service centres in other areas - south delhi, who told me the same thing over the phone, without even looking at my handset, that I will be charged 80% of my product cost to fix the motherboard.
The entire day i was running from pillar to post to get my phone fixed. I have had enough loss of time and could not afford to pay 9000 rupees from my pocket. So i got my handset fixed from a private repair shop in much lesser cost.
But i have sheer disappointment and anger at motorola for making me go through this experience. I had to waste so much time and energy and I still could not figure how can you blame the customer for everything that happens to the handset and make the customer pay their hard earned money unnecessarily.
My phone is just 3 months old and I expected my phone to be fixed my the service centre under clear warranty, which unfortunately did not happen and I had to take an easier and much cheaper route because I had wasted so much time and money travelling from one centre to another and arguing with your attendants.
I am very very disappointed with your service and attitude. The saddest thing is that the company fails to take ownership of its products by blaming the clueless customer for the handset problem.I will not not recommend anybody to go for moto products henceforth to save a bad customer service experience for themselves. this is really sad. I do not see the point of a warranty here if the warranty terms did not allow me to use it to my benefit in this case. I hope you realise the worth of hard earned money, especially for a young student. Why will anybody spend 13000+9000 on a brand new handset without mishandling it?
I would like your company to address this matter as soon as possible and I want to be compensated for my loss or be replaced by a new handset that is properly checked and not faulty. Otherwise I will be forced to take this issue forward to the consumer court.
Motorola Solutions customer support has been notified about the posted complaint.
