Motorola — Persistent malfunctioning of mobile phone and ill treatment by the service centre

Address:

New Delhi, Delhi

I purchased the above device from Flipcart vide Bill No. blr_wfld[protected] on 12/1/2015 for Rs13548. The phone has been very unstable all through this period. Within weeks of its purchase I found that it was not recognising USB. Even its software buttons were quite often unresponsive. I called the Flipcart Customer Care Executive and they advised me to hard reset the device. As per their instructions I hard reset the device and it started functioning well. A couple of months later it again developed the same issue of being unresponsive. I again hard reset the device. Now again it has become highly unstable. Sometimes it functions well but quite often it becomes unresponsive. Its battery backup too has reduced considerably though it's only 4 months since I purchased this device. I emailed regarding all this to Motorola on 27/4/2015 vide reference No. #[protected]. I was advised to visit the nearest service centre to get the device inspected and repaired. I visited B2X Shop No. 56-57, Aggarwal City Mall Pitampura North Delhi -110036 (Phone [protected]) on 23/5/2015. The service centre executive told me that the device had some issue which needs to be repaired and asked me to submit the phone with them. The phone was submitted to them vide Job Sheet No. AMSDEH001127 dated 23/5/2015. I was told to collect the phone on 25/5/2015. I was told that I would receive a call from them on 25/5/2015 regarding the status of repairs. As I did not receive the call from them till late afternoon, I myself called them at 6:00PM. First I was told that the device could not be repaired and hence I did not need to go to the service centre. However when I reminded them of their promise that the phone will be handed over to me on 25/5/2015 after repairs, I was told to reach the service centre before 6:30 and collect the phone. I quickly moved to the service centre and collected the phone. As they were closing the service centre, I could not check the phone by inserting sim and making call etc. I simply turned on the phone and felt convinced that the device was all right. But when I reached home and inserted the sims to the sim trays, I found the phone was not recognizing any of the sims. The next day, that is, on 26/5/2015 I again visited the service centre in such scorching heat. I told them that the phone was not recognizing the sims, they told me that I have damaged the sims. I was surprised at such an attitude of the service centre executives. Both the sims were functioning well when I submitted the phone to them, but now instead of solving the existing problems of the phone, they have created another problem in the phone. I was feeling so agonized at such substandard service quality and undignified and callous treatment by the moto service centre. I really have had a very bad experience of Motorola phone as well as after sales service of the company. As I have taken all measures I could take to get the problem resolved, I have left with no option but to demand the full refund of the amount, that is, Rs 13548/ spent on the purchase of the phone. I have lost all faith in Motorola phones and their service to the customers. I have again submitted the phone to the above-mentioned service centre vide Job Sheet No. AMSDEH001160 today, that is, 26/5/2015.