[Resolved] Motorola Mobility — service center refusing to accept warranty

sarath.vs

from Chennai, Tamil Nadu

Sep 22, 2017

Address: Kanyakumari, Tamil Nadu, 629001

Website: www.motorola.in/products/moto-z-play

I was a happy user with my motorolla z play until the moment the screen got stuck while i was messaging. I tried to hard reboot the phone as the phone wasn't responding and seem to become hot. But unfortunately i was never able to turn on my device after this.

After this i decided to submit my device with authorized service center under warranty terms (Planet n, nagercoil, tamilnadu) on 21st september. But on 22nd i got a call representing service center and was updated that there is some kind of complaint internally on the display which they were able to identify with lens. They are refusing to cover the repair on warranty terms and are insisting to go for a paid service.

In first place, i was having utmost care of my device and there had been never an instance i have dropped or there wasn't any scratch on display or exterior of the device. At this moment i find it really hard to believe that my warranty won't be enough to resolve the issue.

I really am not sure to assume if this was really an issue with my device or if something has gone wrong during repair. Am looking forward to learn on what options do i have ahead of me.

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Oct 31, 2017

Complaint marked as Resolved

Motorola Mobility customer support has been notified about the posted complaint.

Verified Support

Sep 26, 2017

Motorola Mobility Customer Care's response Hi, Sarath.

We’ve received your inquiry and have escalated it to the appropriate team for assistance. Thank you for your patience as we work to address your concerns.

Thanks,
Motorola Support

Oct 16, 2017

Updated by sarath.vs The latest update from Customer support says, they cannot repair the phone under warranty terms.

My thoughts here...

The warranty term says "Warranty does not cover natural wear & tear, usage under extreme conditions, damage due to improper care (accident, misuse or negligence)"

I would like to understand, to justify your argument how are you going to convince me about the physical damage in my phone. When i submitted my phone for repair they never pointed out any physical damage and they were happy to take it in to warranty claims.

But when i got my phone return, there were 2 cracks in the display, which is for the internal display and not any damages externally. This is a clear case of cheating as the issue was caused by the service center and there is still not any external physical damage to the phone.

Either the customer support center should be able to convince me on their argument that there is external physical damage which cannot be covered under warranty or agree to the truth that the service center in an attempt to open the phone has created a crack in internal display.

Again to summarize the state of the phone when i received was not the same as when i submitted it.