Motorola Solutions — Service rejected

Address: Sri Dhatre Mobiles, Shop No 4, Ground Floor, Sai Vikram Towers, Beside to Kukatpally Bus Stop, Balaji Nagar, Main Road, Kukatpally-500072

I have handed my mobile Moto Razr Ultra 50 for screen replacement on May 10 and collected the same on June 13 2025 by paying Rs.35, 000 for the screen replacement. I took me more than month as the secondary screen was damaged by the service executive while replacing the primary screen (main screen), he asked me to wait for a month to open a new service order and claim under warranty.

Once I collected my mobile, the screen started developing a bubble and a yellow power line originating from the flip joint within 5 days. Since I stay 270km away from Hyderabad, I approached the service center again on June 24, 2024. The service executive has examined the mobile 360 degrees and ensured there are no dents or scratches, he promised me to fix the issue in a week’s time since the new screen is under warranty. An in-take order SOIN[protected] was created on June 28 2025. Since then i have been following up with the service center and they have informed me that i need to wait for 30 days (until Jul 13 2025) from the last return date to claim under the warranty.After multiple follow ups finally on Jul 23, 2025 they have responded stating that the claim rejected as the screen had a small scar. There was no scar when the mobile was handed over to them and it was only after close examination they have accepted to repair, now after close to a month they are showing the scar as reason and cancelled by service order. I have paid Rs.35000 initially only to get a faulty screen. The service center has advised me to reach out to moto support to escalate the issue. On Jul 24, 2025, I have raised an Incident:[protected] describing my concern, after multiple to and fro emails with the moto customer support team, I have received a call from the service center on Aug 06, 2025 asking me a call from the service center saying the repair will not be done since they didn’t receive any approvals. They are forcing me to collect the mobile stating that they can’t do anything about it.

I have written an email to moto support team again on Aug 6, 2025 to provide an update, but I haven’t received any response to those emails. This is very frustrating and very poor support from Motorola India.

It’s been 4 weeks and I’m still awaiting a response.

3 incidents have been raised so far, none of them are tracked to closure in order to resolve my concern.

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For each incident raised, the service center calling me to collect the mobile saying that they can’t repair without approvals. What I’m supposed to do?
My mobile worth 85k is at the service center for close to 2+ months and i have already spent 35k to replace the screen which turned out to be a big failure. And yet I wait in despair!