Motorola — MOTO E - Screen Malfuntioning not covered under the warranty

Address:

Mumbai City, Maharashtra

The customer service centre of motorola M/s. B2X services @ Borivali (E) Mumbai have refused to cover the malfunctioning of moto E phone screen. My phone has not been damaged through any abuse or physical contact. The screen display of my phone is showing blur lines and 40% phone display is not visible. When i went to the above service center on 16 May 2015, i was refused any service or replacement under warranty citing the reason of internal damage. They were not able to specify the reason for internal damage. They asked me to get in touch with the customer care center and said that they would cover the same in warranty if the customer care center agreed. I contacted the customer care center which understood the issue but initially refused to cover the defect under warranty. On my repeated insistance, the customer care representative Mr. Chandan handed over the phone to his superior Ms. Sinduja. She also said the same thing and refused. They asked me to check with one more service center and call them from there. I asked them to take the concerned service center representative from borivali (M/s. B2X Services) which they refused. Further, on my insistence they agreed to speak with the concerned person from B2X and i took the person on conference call. However, by citing the vague reason of internal damage they refused to cover the phone under warranty. Please note that the warranty terms and condition of Motorola on there website do not specify anything about internal damage. In the section, what is not covered under warranty they refer only to the physical damage of external nature and do not cover any internal damage. When i asked Ms. Sinduja to show me where it is mentioned in the warranty that the internal damage is not covered she was not able to do so and said that all physical damage also covers internal damage. This is really horrifying as a touch screen phone was a touch display which got defected. There may be any reason for the same including any defect in the phone but we the customer are refused our right to get it covered under warranty. The replacement cost of the screen is Rs. 3900 approximately plus taxes whereas the new moto e phone is available for Rs. 5000 on Flipkart as of today. I need your assistance for getting my phone replaced or repaired in warranty. The warranty terms which specifies what will not be covered is described below for your reference. I can further provide you photo of my phone screen as well as full warranty document. Looking forward for your help. Warranty Terms: What is Not Covered: This Limited Warranty does not cover the following unless they occurred because of a defect in materials or workmanship: (a) Batteries or any protective coatings the performance of which naturally deteriorates over time. (b) Cosmetic damage, including scratches, dents, cracks or other cosmetic damage from normal wear and tear. (c) Damage caused by use with non-Motorola products. Defects or damage that result from the use of nonMotorola branded or certified compatible products, accessories or other peripheral equipment and/or software. (d) Damage caused beyond the reasonable control of Motorola, including damage caused by (i) accident, abuse, misuse; (ii) operating a Product outside its permitted or intended uses as defined in the Products' User Manual, Quick Start Guide, Online Tutorials, and other documentation provided to you[, including use of the Products for [commercial rental] purposes]; (iii) improper storage (e.g. subjecting the Product to extreme temperatures), abuse or neglect (e.g. broken/bent/missing clips/fasteners/connectors); impact damage (e.g. dropping the Product) (iv) contact with liquids, water, rain, extreme humidity, unusually heavy perspiration or other moisture; sand, food, dirt or similar substances (except for Products sold as resistant to such substances, but then only to the extent the damage was not caused by incorrectly securing the phone’s protective elements or 3843741-v5\LONDOCS subjecting a Product to conditions beyond its stated specifications or limits); or (v) flood, fire, earthquake, tornado or other acts of God not within Motorola's reasonable control. (e) Unauthorized service. Defects or damage resulting from someone other than Motorola or a Motorola authorized service center servicing, testing, adjusting, installing, maintaining, altering, or tampering with the Products. (f) Products that have been modified in any manner without the written permission of Motorola. including (i) serial numbers, date tags or other manufacturer coding that has been removed, altered or obliterated; (ii) mismatched or duplicated serial numbers; (iii) broken seals or other evidence of tampering; or (iv) which have been modified or show evidence of attempts to modify them. IMPORTANT: IT IS ILLEGAL TO USE THIS PRODUCT IF IT CEASES TO COMPLY WITH THE GOVERNMENT AUTHORIZATIONS THAT APPROVED ITS RELEASE. THEREFORE, YOU MUST NOT MAKE CHANGES TO THE PRODUCT AFFECTING ITS EMISSION, MODULATION, TRANSMISSION CHARACTERISTICS, INCLUDING POWER LEVELS, OPERATING FREQUENCIES AND BANDWIDTHS, SAR LEVELS, DUTY-CYCLE, TRANSMISSION MODES AND THE INTENDED METHOD OF THE PRODUCT. (g) Normal wear and tear or otherwise due to the normal aging of the Product. (h) Defects, damages, or the failure of the Product due to any third party communication service or network you subscribe to or use with the Product.