COmplaint Regarding non/false commitments from Motorola-Service Center and other officials

Dear Sir/Mam,

It is to inform you that I had purchased Moto-X-Play in FEB-2016 and facing some SOUND ISSUES since long and since now its DISPLAY also got broken somehow, so I submitted my phone in MOTOROLA Service Centre, Ghaziabad w.r.t Job Card no#AMSGAZ002660 DT: 29-SEP-2016. Thereby they told me that as Display got broken so not covered under warranty and I need to pay for repairing Display while Sound issue will be covered under warranty. Although surprising to me because display get broken by own and no fault of mine is there but then also I agreed to pay the price of repairing the screen and thereby Service Centre guys committed me to return the same in next 5 days or may be early as well but now it’s almost 24 days and still no luck.

Each time I am contacting them they are giving new timings by saying that it will come in another 2-3 days or so. I keep waiting till then. When get frustrated with their FALSE responses, on DT: 12-OCT-2016 regarding their improper service I escalated the case to MOTOROLA higher departments by using all the possible mediums i.e.
• Contacted them on their customer care no#. There not giving proper information
• Then had a live chat with the executive, there also no solution except reply that case being escalated
• At the same time I tried contacting them on TWITTER, there also received no response except that send details to supportforums@motorola.com
• Contacted them via FACEBOOK as well, NO RESULTS THERE TOO
• Then I somehow find the DIRECTOR's DESK email id, and collectively emailed concern to both email ids i.e. director_services@motorola.com & supportforums@motorola.com. But there also no results to-date
• I need to send the reminders each day to them and then one day the executive called me and told
 ==> that there some delays causing in coming the part that's why I am not getting my mobile repaired.
 ==> I asked him that expected delivery should be told to me by Service Centre initially only, instead why they keep telling me that it will come in 2-3 days from long and just passing up the days.
 ==> And also told that as of now the part will get received by 19-OCT-2016, so I will get my mobile back by 20/21st Oct. So I asked him then WHAT IS THE MEANING OF ESCLATION IN COMPANY. That despite of so much communication you are saying it will come on schedule timing only. WHAT’s CUSTOMER (MY) FAULT IN THIS as wrong information keep providing my their officials. But he told that nothing can be done in that its COMPANY PROCESS. For me Quiet strange company process but then also Although I am depressed completely by then but as I have no other option then I said ok to him.
• When on 21-OCT-2016 I called Service Centre and asked for the status. Then there they were again telling that old story i.e. not yet repaired will take another 2-3 days and they cannot do anything in that.

NOW AT THIS STAGE I AM COMPLETELY FEELING UPSET, DEPRESSED , CHEATED, FRUSTRATED, etc etc because despite in WARRANTY, since the Screen get Damaged, I am giving them the complete price of repairing and given 1000/- INR in advance as well, but then I am suffering and no one in MOTOROLLA there to look for customer concerns.

So I went to SERVICE CENTRE ON DT: 21-OCT-2016 and ask them to give my mobile back finally. There they saying that part will come by Monday that’s final. If I require I can wait. Does this resembles how FALSE they speaks because same day just 1 hour back when I called them they told no dates with them and now when I am standing in front of them they are saying it will come by Monday surely.

Seeing all this, I have no more faith left with MOTOROLLA and their OFFICIALS, so I finally taken my mobile back. However on 22-OCT-2016 get one more SURPRISE MAKIING Call from Motorolla i.e. there the guy told me that the part already arrived in Service Centre and you will get your mobile now. This shows how false they are speaking and just to make customer FOOL because till 21-OCT evening when I taken my mobile back according to Service Centre there was no hope for part arrival before 24-OCT or so was there and 22-OCT early morning guy called me and saying that part already arrived yesterday.

Reading all the above history anyone can understand how MENTAL TORTURE/ HARRASMENT I had gone through during this period of last 24 days. Because of all this BOTH OF MY PERSONAL & OFFICIAL LIFE also get impacted as I am unable to carry out several tasks because of all that ongoing tension in mind.
So although I had taken my mobile back from company but like you to please look on the things urgently with serious note and penalize company in order to compensate me for all such mis-behaviour / false commitments, etc with the customer. Hope by that they will get some lesson that how to provide customer service.

Hope the matter will be taken care of with serious note. Looking forward to hear back from you with positive response soon