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Old 29th June 2013, 20:58   #1
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Thumbs down Motorola Smartphone: Went for repair 6 months back, Never Returned!

This all started exactly a year ago. I was in market to buy a Smartphone, looking forward to buy my first Android i wanted some that offered good VFM and came at a reasonable price tag. At that point of time nothing looked better than Motorola Defy XT, a water resistant slim version of the Defy phone, which was quite popular amongst BHPians then. I did some basic research, found a Motorola Dealer and bought the phone for little above 15,000 Rupees.

What i got for 15k Rupees was a good amount of phone with IP7 protection. The phone worked great till December, which was 6 months from purchase. In December the phone started losing network whenever used on 2G network. So i checked with a friend who had been using a similar phone, there indeed was an issue with the phone. I located the Motorola Authorised service center in Gurgaon run by Redington India and gave the phone to them for repairs. I was told to collect the phone back in 3-4 days.

I went to the service center some 7 days later and was told there was some serious problem with the phone, so it might take another 10-15 days for repairs. Another visit some days later, the phone still was not repaired, i contacted Motorola care, even they asked me to wait as they were facing some issue with importing some parts.

In the meantime i got irritated with all this and bought myself a Samsung Galaxy Note, decided to wait for my Motorola which would serve as my second phone.

I kept following up with service center, which initially told me they were waiting for the parts, then changed their version to Motorola India has taken my phone for repairs and they do not know when the phone will come back. Even Motorola customer care was of little help. Even i got busy with life, though i always kept following up, kept getting same vague replies.

Now it is 6 months since the Motorola Service Center has taken my phone and there still is no hope of it coming back. The warranty already has expired, the phone actually has spent most of the warranty period in the service center.

Last week after i returned from my Holiday, i visited the service center again. They said they are no longer associated with Motorola now and Motorola Chennai has taken my phone and i should go to them to fetch my phone. I wasted whole of the afternoon waiting to talk to Motorola care, most of the times my call was put on hold and the executive never returned back. Finally after spending hours on the phone, one executive finally gave me the number of the person who handles escalations. Another hour was spent calling the same number again and again, finally someone answered the phone, though he was not the person i was looking for he placed me on hold for some 15 minutes but got me through to a person who sounded like the person i was looking for. After listening to my story, he asked me for scanned copy of Invoice and Job sheet, i mailed all the stuff to him, he assured me of speedy action.

Finally things seemed to be going right, i got a call from service center, they said my phone has returned from Chennai and i can take it back. So Finally, i was supposed to have my phone back today. I went to the service center, they showed me my phone, i was shocked. It did not look like my phone, my phone was absolutely brand new, but this one looked like few years old phone, full of scratches and screen scratched as well, full of dust. I turned on the phone and dialed a number, the speaker was not working. The guy at the service center tried to act smart, he saw the roaming mark on the top, that particular sim i inserted was on roaming network, so he blamed it all on roaming. I did not buy the argument, finally he admitted the problem and told me he can jugaad fix the phone using whatever spares he can find, since they are no longer associated with Motorola.

I am sure the phone will be temporarily repaired for now, and the warranty has expired, so if i fail to detect issues if any, i will be helpless. I am confused on how to proceed now, only thing i know is- i will not accept the phone in current condition. I do not have time to pursue a legal battle against Motorola, i do have more serious things to take care of in my life.

People from Motorola i have been talking to, openly blame it on the service center run by Redington India, even going to the extent of calling them cheats and frauds. The service center staff on the other side blame it entirely on Motorola India, who they say never supplied them spares and never return phones which they take with them for repairs.

I am creating this thread only to tell you the state of affairs at Motorola India and Redington India. Redington India runs service centers for so many brands, you could be the next victim!

Motorola Smartphone: Went for repair 6 months back, Never Returned!-redingtonreceipt.jpg

Last clicked at the time of Alto's official review:
Motorola Smartphone: Went for repair 6 months back, Never Returned!-148549.jpg

Last edited by GTO : 30th June 2013 at 18:31. Reason: Adding pic as attachment. Was breaking page layout
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Old 29th June 2013, 23:09   #2
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Default re: Motorola Smartphone: Went for repair 6 months back, Never Returned!

I thinks all this problem is because Motorola has shut down it's Asia Pacific Operations, Chennai Factory and even it's India website. So there are no spares available anywhere for repairs. Even though officially Motorola are saying they are not shutting shop, a lot of people have similar experiences as yours which points to the contrary.

As for Redington, I'm yet to come across someone who has had a positive experience dealing with them.

Some Links :

http://www.thehindu.com/business/com...cle4491610.ece

http://www.medianama.com/2012/11/223...ations-report/

http://www.medianama.com/2012/12/223...s-by-feb-2013/

http://www.bgr.in/manufacturers/moto...-asia-pacific/
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Old 30th June 2013, 01:44   #3
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Default re: Motorola Smartphone: Went for repair 6 months back, Never Returned!

Motorola was never good even when they had a proper service network in 2008-10. Overnight shutting shop was carried out in many countries when Google bought them leaving many customers in a lurch.
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Old 30th June 2013, 09:05   #4
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Default re: Motorola Smartphone: Went for repair 6 months back, Never Returned!

Escalate the matter to PGP Portal - http://pgportal.gov.in/

Click on lodge your grievance, choose Ministry - either Ministry of Consumer Affairs (most suited) or Ministry of Telecommunications (I usually use this to lodge a complaint against mobile service provider). Fill the form. Upload the bills if you wish. I usually get a reply within 15-20 days from the person I have complained against. I have recovered 1000's of rupees of unnecessary deductions etc.

You can also escalate the matter to your local consumer forum but this is easier sitting at home. Best of luck.
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Old 30th June 2013, 11:35   #5
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Default re: Motorola Smartphone: Went for repair 6 months back, Never Returned!

Anshuman,

That is rather unfortunate. I would only agree with dkaile saab - I have used shivom twice during my ownership of the Defy, and I got my repairs done within an hour or so either case - the required screen items were always available too. If they have run out of parts now and Redington isnt helping them - then you have little options.

PGportal is a good idea without actively chasing them up. Best of luck is all I can say :(
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