Dear Motorola, 40 days ago, I turned in my MotoG phone in at ProdCon Tech Services in Andheri East for repairs. I was informed that the repair would cost Rs. 1980 and would take a week to be completed. For 3 weeks following that, I was told that it would take a week longer. After a month was up, I called the service centre and told them that they had kept my phone with them for too long and that I needed a realistic timeline regarding my phone. The service centre executive said that he had told me what he knew and if I wasnt happy with the answer, then I was welcome to collect my phone and take my money back. After that lovely call, I decided to call the Motorola helpline. For yet another week, I was told the same thing - Another week, another week. I told them that I had had enough. That my phone, which I have bought on an EMI scheme, a phone whos monthly installment I have paid despite the fact that I didnt have it with me for a month, has been with them for too long. I wanted a guarantee that I would get my phone by 1st October, that I wouldnt have to pay the balance Rs. 980 for a service which they had messed up, that I deserved this compensation, and I wanted this on email. For 5 days I have been chasing several people, few of them including random executives such as Vishvapriya and Vijay. I have been promised call backs and explanations, that I will get the mail in 5 minutes. But none of this has happened. Today, I was told by Prodcon that they dont have the International Mobile Station Equipment Identity or IMEI number registered with them, which I take to mean that they dont have my phone. I wouldnt be assuming this, because when I asked the service centre what that meant, they guy said, Madam, aap itne utaavle mat ho. I called the helpline and told them what the service centre had said, and they said they would call the centre themselves and update me by 7.30 pm tonight. As usual, no one called. When I called them at 7.45 pm, the person who I was in touch with - Vijay, had left for the day. Finally, tired of playing it nice, I called them back and refused to hang up till I had spoken to someone in charge. After being on hold for an hour and a half, I got in touch with Ashish - the regional head for Motorola. When he heard what I had to say, he responded with a Ill investigate tomorrow and get back to you in a day or two. When I pointed out that day after is Gandhi Jayanti and the day after that is Dushera, he responded with a its too late to talk about it right now. Motorola, I have been hung up on, my calls have been cut, I have been promised things that have not happened, I have been lied to and finally, your regional head has deemed it prudent to yell at me. Thank you for the amazing service. Sincerely, Still waiting for an update. PS. I have attached a screenshot of the mail that they sent to me guaranteeing me that I would get my phone tomorrow.
Posted on: Tue, 30 Sep 2014 16:58:29 +0000
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