Motorola Solutions — Complaint regarding Moto X Style

Address:

New Delhi, Delhi, 110017

Dear Soumitra,

How are you? Trust you are doing great.

I am writing you to bring to your notice regarding the problems I faced with your product and customer service center.

Bought Moto X Style in May 2016. Started facing following problems within 5 months of product purchase - 1) Screen turning RED and BLUE sometimes 2) Mobile data is not switching from Sim 1 to Sim 2 3) Phone hand and heating 4) Mobile data not getting switched ON at international location with international SIM. Refer attached image "Complaint - Service Note - 19 Nov 2016" - service complaint submitted at your customer service center. Along with this, also attaching the image of phone condition at the time of submission at customer service center - refer attached file "Phone photo at submission - 19 Nov 2016"

Very very poor customer service - was shocked to see such a bad quality service from Motorola. Highlight the key concerns below. Had to write it to you because customer service center people are very rude and not ready to listen -

1) I showed and mail them the video showing how my handset screen changes colour and behaves weird. I told them to write on the service note that customer has shared the video. There was rude response from their side on this.
2) Staff was very rude, untrained.
3) When I went their yesterday to collect the phone after repair, shocked to see so many scratched on the back of the phone. Have clicked images (refer "Phone photo at the time of receiving - 29 Nov 2016 - 1 and 2)" in the attachment. They said these scratches were there at the time of submission. You can clearly see the image at the time submission and receiving, scratches are lot more. I have the time and date stamp in my phone for the images and can prove it easily.
4) As per executive at your service center, screen of my phone has been replaced. I we look at the phone, screen is not properly fit in. It is coming out of the edges not as it was original.

I have not picked up the phone yesterday and wanted to write to you.

First of all, phone getting such severe problems (as mentioned above) within 5 months of purchase raises lot of concerns about the product quality. And then such pathetic customer service from Motorola is highly disappointing.

I want to return this product ASAP and provide me refund of my money because of above concerns and pathetic experiences. Otherwise, I will have to take legal action seeking damages.

Looking forward to your response and refund of my money ASAP.

Thank you.

Regards,
Gaurav Kawatra
+[protected]