Motorola Solutions — service center refusing to resolve the microphone problem

Address:

Jhansi, Uttar Pradesh, 284003

First time we encountered a problem it was on 26th september 2017. The phone was not charging. The service center a. A. Enterprises, jhansi, u. P. Proposed the charging cable was not working. They provided with a new cable. The problem persisted and the next day they asked to leave the phone with them without providing any documentation as such. I was not aware as to what was the legit protocol and complied with their request. The phone was received by us on 3rd october. The phone presented microphone problem. The person on the other side of the call could not hear the voice at all. We called them and informed them about the problem. They said to bring the phone in. On 9th october when we visited them, they again asked to leave the phone with them after having realized that it indeed was a microphone problem, again without providing us with any documents. The engineer indeed agreed that he might have made a mistake while repairing the phone. They said to call and ask for updates. On 14th october they finally responded and asked to pick up the phone. The problem persisted and they said the phone needed a software update and that they did not have the resources at that time, and so asked us to keep calling them and inquire about the update. On 26th the charging problem repeated along with the persisting microphone problem. On 28th october they said that the phone had a broken charging pin. They asked to leave the phone for a few days. On 2nd november (By this time the phone's warranty had withered off, so) they asked for a payment of rs.1200 without providing any bill, despite requesting for the same. The phone's charging capacity was drastically reduced 15% in 2 hours and the microphone problem continued. Not only this but the phone was not showing any network bars inside home. On 4th november we again went there to report the problem. There they said the only option to repair was to change the motherboard pcb and asked to leave the mobile phone for 10-15 days. On calling them on 13th november they said the phone was working properly and asked us to pick it up. But they did not change the said pcb and nor they would because the warranty period was over. Instead, they said that they had replaced only microphone (Which as per their claim company do not manufacture as spare parts) from another phone. The charging problem seemed to be rectified but the microphone issue still persisted as before. On 16th november the engineer examined the phone and refused to accept that there was even a scant of an issue with the microphone. So he said to record the conversations and prove it to him. On 20th november we visited again and found that the engineer had changed. The receptionist said that old engineer was incapable, completely denying any responsibility of his works hitherto. So we showed the engineer the recording. The engineer did not listen to the recording despite requesting him to do so, but rather asked to leave the phone. He said that a certain official was to arrive from gwalior and if he cannot rectify the situation he would ask for his help. Meanwhile on calling the center, the engineer said that there was no problem with the phone and he cut the phone between the call. The center did not pickup the call again after that. On 28th november we picked up the phone from the center. The engineer said that he had gone to gwalior on 25th november and had taken our phone with them. He said that the phone was working perfectly, again!! But the problem still persists. The network issue, microphone issue both continue to pester us still. The sim just does not catch any bars only on this phone. Its neither a regional problem, nor a sim problem, just a handset fault.
To be noted that during these 2 months the phone had been more with the service center than with us. And the complaint was registered well before the warranty was over.
The recording and other documents whatever we could retrieve are attached.