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10-23-2020

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Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-23, 11:26 AM

Hi,

 

This is to bring to your notice the following events happened chronologically:

 

  1. Bought Moto One Fusion+ in July 2020. Started facing minor problems with normal operations in 1st month. The most significant out of them being the front camera popping up without any reason at random intervals.
  2. In October 2020 my turbocharging(only) stopped working, all other functions are normal. Now it takes 9 hrs to completely charge my phone.
  3. I take it to service center, where I am shown some brown sediment(not rust, mind you!) and told it is water damage to the charging board. And since water damage does not cover warranty I would need to pay. Now, since the exposed part can be susceptible to humidity, I agree to the same. Although there was never any affair between my phone and H2O(water) since the time it landed in my hand.
  4. Service Center calls me after 1 week stating charging board did not solve the problem and therefore the main board needs to be changed now. And the reason again, voila! WATER DAMAGE.
  5. An incident is raised [201023-004528] by me stating my concern with Motorola helpdesk and supposedly a certain "Md Rihan Alam" from Motorola tried to convince me that he had pictures from service centre which showed the White Motorola Fusion+ under severe water damage.(Btw my phone is BLUE). Also, when asking how I can take this up with a higher authority, his statement verbatim was "You can mail whoever or wherever you want. I cannot give you details. You have to pay and you cannot do anything else." And disconnected the phone without a formal courtesy either.

 

So the questions that arises are:

  1. The initial investigation when recommending to change the charging board only, they did not find water damage to main board. But when their resolution did not work, now there is water damamge to main board also? So either they did not investigate it properly in the first instance or just want to charge the customer under the pretext of water damage.
  2. Why is the tendency to mark any fault as water damage so prevalent in the service centers? By the way, funny thing. The product is marketed as spill proof.
  3. How does the Motorola India customer support members find the audacity to speak with that tone and misdemeanour?
  4. It is understandable that a product can turn out faulty, but why the resistance to acknowledge the same and do the right thing?

 

 

I had been a Motorola customer(read fan) since 2010 with the defy+. But I guess all relationships must come to an end.

 

 

Yours regretfully

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2884 Posts

04-04-2018

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  • Message 2 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-23, 15:16 PM

@ Supra123 wrote:
 

 

Hi,

 

This is to bring to your notice the following events happened chronologically:

 

  1. Bought Moto One Fusion+ in July 2020. Started facing minor problems with normal operations in 1st month. The most significant out of them being the front camera popping up without any reason at random intervals.
  2. In October 2020 my turbocharging(only) stopped working, all other functions are normal. Now it takes 9 hrs to completely charge my phone.
  3. I take it to service center, where I am shown some brown sediment(not rust, mind you!) and told it is water damage to the charging board. And since water damage does not cover warranty I would need to pay. Now, since the exposed part can be susceptible to humidity, I agree to the same. Although there was never any affair between my phone and H2O(water) since the time it landed in my hand.
  4. Service Center calls me after 1 week stating charging board did not solve the problem and therefore the main board needs to be changed now. And the reason again, voila! WATER DAMAGE.
  5. An incident is raised [201023-004528] by me stating my concern with Motorola helpdesk and supposedly a certain "Md Rihan Alam" from Motorola tried to convince me that he had pictures from service centre which showed the White Motorola Fusion+ under severe water damage.(Btw my phone is BLUE). Also, when asking how I can take this up with a higher authority, his statement verbatim was "You can mail whoever or wherever you want. I cannot give you details. You have to pay and you cannot do anything else." And disconnected the phone without a formal courtesy either.

 

So the questions that arises are:

  1. The initial investigation when recommending to change the charging board only, they did not find water damage to main board. But when their resolution did not work, now there is water damamge to main board also? So either they did not investigate it properly in the first instance or just want to charge the customer under the pretext of water damage.
  2. Why is the tendency to mark any fault as water damage so prevalent in the service centers? By the way, funny thing. The product is marketed as spill proof.
  3. How does the Motorola India customer support members find the audacity to speak with that tone and misdemeanour?
  4. It is understandable that a product can turn out faulty, but why the resistance to acknowledge the same and do the right thing?

 

 

I had been a Motorola customer(read fan) since 2010 with the defy+. But I guess all relationships must come to an end.

 

 

Yours regretfully

 

Hi,

 

I am sorry to know about your case. Please share with me your device IMEI or Job Sheet, I will escalate your case immediately to our concerned team once received the details.

 

I will be waiting for your response.

 

Regards,

Suman



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  • Message 3 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-23, 15:42 PM

Hi,

 

Thank you for your verbal support. However, my recent interactions with Motorola India seriously casts doubt on any tangible action.

But since you asked, kindly PFB the details:

 

IMEI: ***removed

Job Sheet: ***removed

 

And I'd be looking forward to the trepidations and the words of demurral that will manifest in the conversations hereafter.

 

Thank you.

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2884 Posts

04-04-2018

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  • Message 4 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-27, 12:11 PM

@ Supra123 wrote:
 

 

Hi,

 

Thank you for your verbal support. However, my recent interactions with Motorola India seriously casts doubt on any tangible action.

But since you asked, kindly PFB the details:

 

IMEI: ***removed

Job Sheet: ***removed

 

And I'd be looking forward to the trepidations and the words of demurral that will manifest in the conversations hereafter.

 

Thank you.

 

Thank you for sharing the details, I have removed the details from the thread and escalated your case (ref id: 201027-008113) to the concerned team.

 

You should hear from them soon.

 

Regards,

Suman



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  • Message 5 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-28, 18:10 PM

Hi Suman,

 

Thank you for the help, but as expected it was of no help.

 

PFB the updates from the team:

 

Dear Supratik,

 

Greetings from Lenovo-Motorola!

 

Thank you for speaking with us. As discussed, we would like to let you know that the Service Center after careful examinations by the specialist has confirmed liquid damage on the handset due to which the device warranty will now be void. Enclosed are the handset snapshots for your reference.

 

We further validate this case and would like to inform you that you can avail the repair on chargeable basis. Please feel free to let us know if you need any further clarifications and we will be glad to assist you.

 

Request your kind understanding and co-operation in this regard.  

 

Thank you

 

 

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6 Posts

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  • Message 6 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-28, 18:15 PM

I spoke to the Motorola associate ***, and I went through the attached pictures as well.

 

Firstly, the pictures represent two things ONLY. 

  1. Rust in charging port which I had agreed to replace. 
  2. Two, litmus paper colour change. Which does not prove anything as I stay in a highly humid place.

 

Secondly, my problem is with turbocharging. Which in many expert's opinion is a battery problem. But I'm being pushed for a main board replacement. Which btw is almost equivalent to the phone price.

 

Thirdly, there is no damage visible on the main board from the pictures.

 

Fourth, the product itself is spill proof hence humidity should not have caused damage. And if it has, it means the "water repellant nano coating", as marketed, was not done properly.

 

 

 

All I expected was the phone getting repaired as it is still under warranty period or a replacement if it demands so. 


 

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04-04-2018

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  • Message 7 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-29, 14:55 PM

@ Supra123 wrote:
 

 

I spoke to the Motorola associate ***, and I went through the attached pictures as well.

 

Firstly, the pictures represent two things ONLY. 

  1. Rust in charging port which I had agreed to replace.
  2. Two, litmus paper colour change. Which does not prove anything as I stay in a highly humid place.

 

Secondly, my problem is with turbocharging. Which in many expert's opinion is a battery problem. But I'm being pushed for a main board replacement. Which btw is almost equivalent to the phone price.

 

Thirdly, there is no damage visible on the main board from the pictures.

 

Fourth, the product itself is spill proof hence humidity should not have caused damage. And if it has, it means the "water repellant nano coating", as marketed, was not done properly.

 

 

 

All I expected was the phone getting repaired as it is still under warranty period or a replacement if it demands so. 


 

 

Sorry to know about your case, I have personally checked your case status. Our Service Center team has examined and declared that it has Liquid damage. 

 

And Liquid or Physical damage will be repaired on a chargeable basis. It would be best if you remain in touch with the agent who is handling your case since he/she can contact the Service Center team directly.

 

Regards,

Suman



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  • Message 8 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-30, 7:53 AM

Hi Suman,

 

I am already in coversation with the teams (who reiterate the same details) as has been stated above. And the same are being shared here.

 

And I'm just trying to get a resolution and at the same time educate/inform people of the way they will be dealt with in case they face a situation where the product does not comply with the standards and at the same time Motorola India does not take responsibility of their negligence.

 

As for the stated liquid damage, the corellation and causation of the excuses given do not complement each other. Also, I've shared the pictures above, if you may to take a look please, before echoing the same statment of the hallowed "Service Centre". And please go through the comments I've made on the same in my previous post.

 

I understand your allegience and all the Motorola representatives' are only complying to company policies. At the same time, I'm trying to get what was promised to me as a customer of that organisation.

 

Thank you.

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3311 Posts

02-11-2016

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  • Message 9 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-30, 14:41 PM

@ Supra123 wrote:
 

 

Hi Suman,

 

I am already in coversation with the teams (who reiterate the same details) as has been stated above. And the same are being shared here.

 

And I'm just trying to get a resolution and at the same time educate/inform people of the way they will be dealt with in case they face a situation where the product does not comply with the standards and at the same time Motorola India does not take responsibility of their negligence.

 

As for the stated liquid damage, the corellation and causation of the excuses given do not complement each other. Also, I've shared the pictures above, if you may to take a look please, before echoing the same statment of the hallowed "Service Centre". And please go through the comments I've made on the same in my previous post.

 

I understand your allegience and all the Motorola representatives' are only complying to company policies. At the same time, I'm trying to get what was promised to me as a customer of that organisation.

 

Thank you.

 

I understand what you're saying, but what is promised by you in the warranty, is that the phone will be free of substantial defects in material and workmanship for a period provided that the Products are used for normal consumer purposes. Per the warranty contact with liquids, water, rain, extreme humidity, unusually heavy perspiration or other moisture is not covered. It's clear by the pictures of the USB port and liquid indicators that the device has been exposed to liquid. The corrosion on the port would likely cause issues with charging as well.  At this time, the options provided by our service center for out-of-warranty repair would be the only path forward that we can provide.

 

-Tom



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  • Message 10 of 11

Re:Faulty Product : Motorola Support Insult : Service Center refuse repair

2020-10-31, 15:59 PM

Hey Tom,

 

Thank you for the generic reply which I could read in the T&C as well.

Which also states in addition to your above clause, 

 

"(except for Products sold as resistant to such substances), but then only to the extent the damage was not caused by incorrectly securing the phone's protective elements (e.g. failing to properly close a seal), or such protective elements are damaged or missing (e.g. a cracked back cover), or subjecting a Product to conditions beyond its stated specifications or limits (e.g. IPx7, 30 minutes in 1 meter of fresh water);"

 

 

In the meantime, can you explain what "water-repellent nano-coating" and "Water Repellent Design" means in a product?

Is that an actual feature or just a few words of marketing gimmick to fill the features list and hoodwink the customers?

 

I'll not get into the statement, "free of substantial defects in material and workmanship for a period provided that the Products are used for normal consumer purposes.", as of now for its underpinning force majeure clause. In layman terms it means, "the phone is under warranty as long as it has no defects over the time period mentioned and used for NORMAL CONSUMER PURPOSES(definition of which is solely at the dicretion of the manufacturer)".

 

 

Eagerly awaiting for your reply.

Thank you.

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