[Resolved]  Motorola — Moto g4 plus (16gb black)

Address:	Mumbai City, Maharashtra, 400001
Website:	www.motorola.in/home

Dear sir/madam,

In the second week of august, 2016, i bought motorola g4 plus 16gb 2gb model from amazon.in. The phone has been malfunctioning since then. Problems being that the bluetooth suddenly starts, wifi stops working, has issues to connecting to wifi networks, overheating and also restarts suddenly once in a while. I initially ignored these problems being minor issues and also because i was too busy with my work.
Then 2 days back, i was relaxing on a chair and the phone which was in a protective shock proof case slipped from my pocket and fell down for the 1st time since i bought the phone resulting into the screen (Gorilla glass) getting cracked. The phone apart from the issues stated above is working but its really surprising that the phone's displlay/gorilla glass got all damaged upon suffering a minor fall (Height of 2.5 feet to be precise) on the 1st such instance itself.
Normally, any phone is expected to endure/withstand few minor falls before getting damaged. It is not assured by the makers but that is ideally how the phones should be. If the phones are getting damaged upon suffering a minor fall that too once and are not able to withstand it, they are not at all suitable for normal use. Also the gorilla glass whether its 2nd, 3rd or 4th generation, does not serve any purpose if its not even able to withstand a single minor fall and the protect the phone from damage.
Since then i have been calling the service centers in vashi, navi mumbai and vile parle, mumbai for assistance but not even once my phone was answered till date by either of the service centers. I even filled the online grievance form available on the motorola's official website. They said that they will get back to me within 24 hours. Later, i even called your toll free no.[protected] for assistance from my mobile no. [protected] today afternoon at around 01.24 pm where the customer representative could not address my grievances and just gave me the same contact numbers of the service centers in vile parle and vashi on which i have been contacting them since the last 2 days. She assured me that this time, the service centers would definitely answer my call but alas the nos. Turned out to be the same. I had also asked for the company's email id to the customer representative and she gave me this id : [protected]@mailwc. Custhelp.com. I tried sending email on this id but got a an error report. Here, i really need to thank you guys for the blessed encounter with your customer service.
The terms and conditions mentioned in the warranty clearly say that physical damage is not covered under the warranty but this seems to be an exception as the phone got damaged on the minor 1st fall itself. If such incidences are not covered by the warranty then clearly it amounts to supplying customers with faulty products thereby cheating them. Moreover, there is not a single service center within 20 kms of radius of where i live i. E in town area. On top of that, its a huge pain to reach out to the support staff to resolve your grievances and then your service centers do not respond.
This whole thing has taken a toll on me and my work. My only request is that my problem should be resolved at the earliest. I have done everything from my end and it is also to be noted that i have been supplied with a faulty product and fortunately for you and unfortunately for me, it is not getting covered in the warranty. This is a clear age old ploy of supplying defective products to the customers and cleverly taking defense under the company's legal provisions and thereby cheating your naive customers who then do not have a choice but to give in your crooked policies. I would be constrained to escalate this issue if it does not get resolved from your end. I want my phone to be fixed from your end at the earliest and that the damage caused to it be covered in the warranty itself. Please do not make me regret my decision of buying a motorola product. I have enclosed the bill of the product herewith for your reference.
Thank you.

Regards,

Ashish agarkar
Advocate,
High court of judicature at bombay

Chambers of nilesh tribhuvann,
Office no. 106, 24-b rajabahadur mansion,
Ambalal doshi marg, fort, mumbai 400001

(E) [protected]@gmail.com