[Resolved]  Motorola Mobility — Faulty product supplied by Motorola G4 Plus and not ready to replace

Address:	560103
Website:	www.motorola.in

Dear Sir

Online submission of query: Thanks for submitting your question. Use this reference number for follow up: #[protected]. A member of our support team will get back to you soon.

I was happy when I bought this Motorola G4 Plus handset online. I was a Motorola fan during year 1997-98 during the time I was using Motorola D60. It gave me utter surprise when the issue with the current instrument is established by your Authorised service center in Bangalore.

Issue: The video is not displayed properly when streaming. This is true for any video whether from the default app or otherwise. It shows only green square marks on the screen and the video practically is not seen/understood though the audio is clear. This is an issue from the DAY 1.

Now, let me give you the background. I bought this instrument online from Amazon.in with a faith in the brand and the product. Initially I thought that there may be some “settings” issue because I wasn’t sure about it and I have been using Blackberry and Samsung instruments in recent 5-7 years and never experienced Motorola product. It was not resolved for couple of weeks even after I did the ‘factory set’ twice and formatting and re-installing everything, asking friends etc.

Please understand that I work for a multinational company at a senior level and do not have such time to spend after researching in your product after paying Rs 15k, nor do I have any inclination to venture into the research.

Finally, I had called up your call center[protected] on 25 Nov 2016. I did once again re-set all and formatting and deleting everything whatever they told me to do. Called up once again on 26 Nov 2016 to inform them it’s still not working good and asked for any authorized center. Now, new story begins. I approached your authorized service center “B2X, Marathahalli Bangalore 560037” #[protected]. My personal visit to them has revealed that there is “no settings issue” but the product is faulty. Mr Prakash who is the technician there is quite efficient and gave me the feedback that the PCB (a mother board) is faulty and needs to be replaced. Though they could not provide me the Job order on 29 Nov 2016 with the reason that the CRM is not working. And they would be able to provide me the manual Job order which I wasn’t ok. I once again called up your call center to inform that what has happened and told them that I am not ok with the “HEART” – Mother board being faulty in the product.

I visited the service center again on 01 Dec 2016 i.e. yesterday and have submitted the product there with Ms Sushma’s help and Mr Kumar completed the procedure smoothly. Call center has informed me that for swap request / replacement of the product as well I need to submit the current product to the authorized service center. The Jobsheet sheet bearing number SRB2X[protected] is attached herewith. (IMEI number [protected]) I have also attached the invoice copy for your ready reference.

Now, coming back to the issue. I would request you to go through my conversation with your call center agents (Ms Haripriya who could not connect me to the supervisor Ms Sony) I am NOT OK WITH ANY KIND OF REPAIR WORK AND I HAD REQUESTED THEM TO REPLACE THE PRODUCT.

Please also refer my chat with Ms Sony on 02 Dec 2016 reference number: 161 202 – 01 8060. (Options given Swap the product / Refund money).

BUT NOW, I have lost all trust I had for the product before buying and I would not accept such a huge blunder for a company like Motorola to supply the new product from the factory with a FAULTY PCB.

Are these instruments do not go through the quality checks? How do I believe you in future? What kind of checks and balances do you have for declaring the product being ready for market supply? On the other side, you can check on the product I have retuned, there isn’t a single scratch either on the from / back cover and have also put a screen guard to save on any damage. In fact, the product hasn’t come out of my Air-conditioned cabin.
I am not sure how many more surprises are awaited for me to experience. However, I would now like to make sure that you take your product back, I would not want such a pathetic product experience in future too.

PLEASE REFUND MY MONEY I HAVE PAID I WOULD BETTER GO FOR ANY OTHER BRAND WHICH I HAVE BEEN DOING FOR LAST COUPLE OF YEARS.
Do let me know the process for getting my refund (Invoice copy attached).

Respond quickly without wasting my time, I reiterate I do not have such time to spend after your sheer negligence about your products. Refund my money within 7 working days from now. Remember I have not claimed for my time, energy and the mental harassment which I am facing now.

Regards