[Resolved]  Motorola Solutions — fraud in display service of moto x style

Address:

Digitel Communication Service, Add: No.6, 1st Floor, Raja Bhadher Street, Pondy Bazaar, T. Nagar, Chennai- 600017, Tamilnadu, India, 600036

This complaint is regarding the service fraud on the Lenovo service centers supporting the Motorola Mobile Handset services. I have given my New moto X style phone for servicing to the authorized service center of Lenovo (Name: Digitel Communication Service, Add: No.6, 1st Floor, Raja Bhadher Street, Pondy Bazaar, T. Nagar, Chennai- 600017, Tamilnadu, India) to replace its display with the issue of Ghost touch. I would like to mention that it is a premium segment phone costing 26000 INR in India. Other than the display issue, the other hardware was working perfectly fine including the Battery. The phone was submitted on 9th October 2019. First, they have installed a new display on the same day, but when I checked the new display it was having defected pixels that were glowing always in white color. I have complained about it and refused to accept the repaired device. Then the authorized person asked me to submit the phone for a week giving the reason that the new display is not stock and will come in 3-4 days. As I was very sure about the authenticity of the service center I thought of leaving my phone in the service center for the suggested time duration. They have given me a job order slip as a proof of submitted device for servicing. But, the next day when I saw the slip carefully, I found that It was not having any assigned service order number which is illegal and showed that the created job order is not authentic. I have got a small doubt at that time but thought that maybe the service center functions like this. On 12 October 2019, I have got the call from the service center that my phone is repaired. I have collected the phone on the same day. The service center had provided the invoice of 6200 INR for the replaced display. Unfortunately, no information of the replaced part and the newly installed part (Serial No, etc.) was mentioned. I took the phone back by paying the amount. On a new display, the 1-month warranty was given for any kind of malfunctioning. After using 1 day, I again observed lot of faulty Pixel areas in the new display and ghost touch issue in the new display. I felt that that the installed display is not the original display but the local display available online in[protected] INR online because the original display of the Moto X style is best in class and having a resolution of 1440 x 2560 at 515 PPI supporting 4K resolution. I also observed that the display is consuming a lot of power because of which the battery started draining from 100% to 0% in 2 hours of display use. Another issue I observed that my GPS stopped working. I immediately went to the service center on the same day (13th October 2019) and asked to look into the matter. However, the authorized person was not accepting that the display is not up to the quality and was faulty. Also, the new hardware issue of GPS malfunctioning and non-working notification led was rejected by saying that they did not touch any other hardware. So, they are not responsible for the new issues that occurred after service. I had to take the help of other consumers in the service center to prove my point. After a lot of effort, they agreed for installing a new display. They asked me to re-submitted the phone for service without issuing a new job order which I did not feel professional and hence I asked then to inform me once the display is available in the stock. They told me to inform me by call which they did not do. So, today on 5th Nov 2019, I inquired by myself about the availability of the display. They said that the display is not available as the Moto X Style model is stopped by the company. Then I argued with them to refund my 6200 INR paid for services. Then they said that they have a display just for me and asked me to come for the replacement. I went there and submitted my phone. Again, they did not create any job slip for the servicing. When I asked them to provide me a job slip, they refused to do that. Since I was helpless to get my money back, I thought of going for display replacement. They have installed a new display and gave me the phone back in 3-4 hours. Immediately after seeing the display, I observed that the display is delivering fade colors, low brightness, and low-resolution images and videos. I realized that this new display is also a fake display. I was feeling cheated and frustrated. That service center not only did a fraud to me, also wasted my precious time (3 working days). They were also not providing the 1-month warranty on this new display. I argued with them and then they have written in words on my old invoice to avail 1-month warranty. I don't know whether they meant it really. Because they are refusing that the display is delivering fade colors, low brightness, and low-resolution images and videos. I tried to reach the customer support of Motorola but was unable to do that because there is no direct contact point available in India. Then I informed the issue to the international customer support. I am feeling looted and cheated. I am also going to file a case in consumer forum if my display and hardware is not repaired back.