I have bought a motorola Nexus 6 reading the reviews and reputation of Motorola. I only recently bought it on the 1st of January 2015 and began using it. Despite using a bumper cover with the phone, the screen of the phone cracked in the first week of april, ie. almost within 4 months of purchase.
To my utter shock and horror, i was devastated with the kind of quality being used by Motorola. But since the phone was in warranty i immediately contacted the customer care. However, the customer care informed me that the screen was not covered in warranty. I still went ahead for the replacement of the screen with Motorola only and approached the Motorola Service Centre at Noida Sector 27 ( B2X Mobile Solutions) on 9th of April, 2015, ie. as soon as the screen had cracked.
On reaching the service centre and waiting in their never ending waiting line, i reached the counter. On reaching the counter, i was informed that the part was not available and would be available only in 10 days. It was highly disappointing that instead of informing me telephonically, the Motorola customer care made me visit the service centre telephonically, wasting my entire day only to inform me that the part was not available.
Despite my phone causing me grave inconvenience for ten more days, i waited patiently and once again approached the service centre on the 20th of April, 2015 giving them ample time for the arrival of their screen. However, once again the service centre informed me that the part had not arrived yet. In the face of this utter disregard for the kind of harassment that i was being caused, i attempted to raise the issue with the management of Motorola and once again contacted the customer care. In an utterly indifferent and careless manner, the customer care informed me that they could not escalate the issue without a job number. This job number was never informed to me earlier and took me by surprise. The service centre guy had not even generated a job number!
I immediately contacted the service centre of Motorola and thereafter, after much delay and embarrassment on 23rd of April, 2015 my job no. was finally generated as AMSNOI000397 dtd. 23rd April, 2015. After having obtained this job number i once again approached the customer care of Motorola who assured and promised me that the issue would now be escalated and they would immediately contact me within the next 48 hours. The escalation reference no. given was Work Order No for escalation:[protected]
Today, we are sitting at the 2nd of May, 2015, ie. almost a month after the complaint was first generated and no action whatsoever has been taken. Once again i contacted the customer care today and they informed me that nothing can be done till Monday ie. 4th May, 2015.
The action on the part of Motorola is an utter failure of providing services and a perfect example of after market dominance. After having purchase such an expensive commodity from Motorola, they are refusing to provide me with after market sales services which is not only after-market abuse of dominance but also an unfair trade practice causing excessive harassment to me. You may kindly note, that since the very first day, it is only I, who have been making continous phone calls and have received not even one phone call from Motorola.
You may kindly note, that i have already spoken to my legal counsel who has assured me that strict consumer and competition remedies are available against Motorola. If the issue is not resolved, i shall initiate legal proceedings with immidiate effect which will be entirely at your cost and consequences which you may kindoly note.
Aman Lamba,
[protected]
Motorola Solutions customer support has been notified about the posted complaint.
How much time it will take?
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Mahesh Khedekar