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Fraud by generating 2 fake Job sheets by changing perfect functioning internal parts without my perm

Complain ID : CCN028359   33  

Mobile Complaint Complaint Date: September 19, 2017

Hi,
I am very much saddened by the way Motorola is dealing with their customers. I purchased Moto G4 Plus (IMEI - 351891082202547) on 4th April 2017 through Amazon India.
It all started on around 15th July, 2017 when I was listening music on my phone using my headphones and suddenly the sound went off and phone got switched off. After starting it again, the operating system never loaded.

Then, I submitted my phone to Service Center: M-B9, Yashwant Plaza, Indore, M.P.(INDIA) on 18th July hoping that the problem would be solved soon. But the scenario I faced was different altogether.

The first tiring thing was – it takes around 100 calls to get connected to the service center. Then if somehow call used to connect, the center’s representatives used to fool us saying different stories. Sometimes, they said that the motherboard needs to changed, other times they said required motherboard had been received and I would get the phone in two days, then after two days they said it was in transit etc. They always said that they would update me about the status, but every time it was me who has initiated the talk after facing many challenges as described earlier and that also resulted in unsuccessful attempts to get the device status. This was the worst experience of any service center I ever came across.

I lodged a Complaint at Motorola Website (https://motorola-mobility-en-in.custhelp.com/app/prod_ask/) on 06/08/2017 with Question Reference # 170806-007317. ( motoinfo_in@mailwc.custhelp.com ).

I felt very disheartened after having no response from Motorola. Even after calling so many times to customer care, no call has been made from Motorola. No solution has been provided over 38 days.

After calling so many times to customer care I came to know that two times they have closed the job sheet, first on 29/07/2017 and second on 08/08/17 without any intimation to me and each time they have added some new problem in job sheet which doesn't exist. It was clear that they have played with my phone like hell.

Even Motorola doesn’t has any concern for its customer because I have filed the complaint on 06/08/2017 and after calling so many times to customer care, I haven't got even a single call from Motorola till I sent them notice on 23/08/2017.

Ms. Amrita Padhi, Motorola Social Media called me 25/08/2017, as I have already sent the notice on 23/08/2017. Amrita requested me to be in conference call with service center but the way representative of service center responded on conference call made by Amrita and even dominated Amrita after doing such a blunder. Things said by service center representative like "Its non of customer's business to know how many times I close the job sheet and when Amrita said that its your duty to report customer she responded in louder ton that I am here from last 10 years don't teach me how to do my job". The ton which she used when Amrita were there on call was very disheartening. You can think how they are treating customers if they are doing this with Motorola representative. You can contact Ms. Amrita Padhi and can access the recording. The way Amrita and service center representative was behaving was totally vise versa.

Service center is doing all the drama and even Motorola haven't took any action against this careless and unprofessional behavior of service center.

I used my phone only for three months and in such a short duration it got a serious problem with the motherboard. Now they want me to collect the cell phone which they have played with and have degraded the phones quality by changing display and other things which was perfectly fine before. How anyone can collect mobile after facing such a fraud. They used my false signature on job sheet and as per the consumer court law it’s a very serious crime. Their Legal department representative called me after getting notice but till date nothing has happened. No solution has been provided from last two months. I want a new phone and they have to reimburse my lose that’s it.

I am having no hope left that Motorola can stand with their customers. Now my fight is just not about my phone it's about my self respect, the mental harassment which I am bearing from last two month and for the right of each and every customer who has gone through this.

I have twitted Amazon about it but you also responded very late. It felt very bad when Company like Amazon too ignores its customers. It’s Amazon’s responsibility also to fight for me because I have purchased my phone from Amazon.

I am about to file court case in consumer court. Surely I will raise this issue where ever it is possible i.e news paper, social media etc. Very saddened from such experience, never ever expected this from the brand like Motorola/Lenovo/Amazon.

Kindly help me in this regard.

Please find the attached soft copy of notice.

Complaint Against : Motorola/Lenovo

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