Motorola (mobile Company) - Over charge and duplicate battery replaced by Motorola Service Center

I have got my Moto M battery replaced by Good Luck Communication, Office No-**, *rd Floor, Satkar Building **-**, Nehru Place New Delhi-******, delhi - Delhi, ***********,**********, **:**-**:** Mon-Sat.
They have charged me rs **** and provided rs ** as discount. The product no is not mentioned on Invoice I have received and battery is duplicate or copy of original battery.

I have cross checked with Moto Customer Care and they said the battery price is approx **** and service charge of *** and govt tax total cost is **** approx. which is wrong as per my calculation as I am not sure how much govt tax they are putting for **** of service charge with product cost.

Se below mail chain for details:


Hi Mr. Sheik,

As per our conversation you need to provide me a written explanation and solutions of the points I have raised.

I am eagerly waiting for your response.





On Thu, Nov **, ****, **:** VK Sitanshu <ocp.vks@gmail.com> wrote:

I am still waiting for your reply.

On Mon, Nov **, ****, **:** VK Sitanshu <ocp.vks@gmail.com> wrote:

Hi Team,

I have received call from your service partner and they said they will replace the battery as replaced battery has no backup and will return the difference amount you have charged me.

Request you to please confirm me the product price, service charge and govt tax on the email.

Also it would be great if you can please clarify me the below points:

*. Who is responsible for the mental and economical harassment I am facing since last few days.

*. Why I have been over charged for the product.

*. Why battery warranty is just one month where as other mobile brands are providing * months warranty (also your lenovo brand is providing * month warranty on battery), so what is the reason behind this exception.


Waiting for your valuable reply.

On Mon, Nov **, ****, **:** Motorola India Customer Care <motorola_india@mailva.custhelp.com> wrote:

Image

You recently requested personal assistance from our on-line Support Centre. Below is a summary of your request and our response.


Subject
Battery Warranty Query

Response By Email (Sheikh) (**/**/**** **.** PM)
Dear Vikash,

Greeting from Lenovo-Motorola!

We would like to thank you for the detailed description of the grievances and inform you that we reviewed your details and I completely understand the reason for which you are frustrated. The best I can do is to ensure that we provide you the best possible solution and really hoping to win back your assurance with Motorola.

Thanks and Regards,
Sheik Shapi
Smartphones-Advanced Resolution Team- INDIA
Operation Timings: *:**AM *:**PM (Business Days)
Customer By Email (Vikash Kumar) (**/**/**** **.** PM)
I am much thankful to you all people as I have learn a new method to generate revenue for the company.

"CHEAT YOUR CUSTOMER AND RIP HIS/HER POCKET." CHECK THE RESPONSE I HAVE RECEIVED FROM YOUR COMPANY.

If you are just doing such business policy with ***,*** customer in a month for just as low as I have paid, it comes around ***,***,*** which is approx USD ***,**** which is as not bad any way.


THANKS FOR NOT PROVIDING ANY INFORMATION ON WEBSITE AND EVEN NOT AT SERVICE CENTER, SO WHAT EVER YOUR SERVICE CENTER WANTS THEY CAN CHARGE AND HELP YOU TO GENERATE REVENUE FOR YOUR COMPANY.





On Fri, Nov **, ****, **:** VK Sitanshu <ocp.vks@gmail.com> wrote:

If you are playing any game, I haven't received any audio from caller.

I know all the process so that you can justify that you had called me and I haven't responded.

On Fri, Nov **, ****, **:** Motorola India Customer Care <motorola_india@mailva.custhelp.com> wrote:

Customer By Email (Vikash Kumar) (**/**/**** **.** PM)
If you are playing any game, I haven't received any audio from caller.

I know all the process so that you can justify that you had called me and I haven't responded.

Response By Email (Sheikh) (**/**/**** **.** PM)
Dear Vikash,

Greeting from Lenovo-Motorola!

We tried contacting you (**********) on **th Nov *:** pm unfortunately we could not reach you. We request you to please share your convenience time to get in touch with you.

Look forward for your response.

Thanks and Regards,
Sheik Shapi
Smartphones-Advanced Resolution Team- INDIA
Operation Timings: *:**AM *:**PM (Business Days)
Customer By Email (Vikash Kumar) (**/**/**** **.** AM)
I haven't received your call yesterday.

On Thu, Nov **, ****, **:** VK Sitanshu <ocp.vks@gmail.com> wrote:

You can call me in between *pm to *pm today.

On Thu, Nov **, ****, **:** Motorola India Customer Care <motorola_india@mailva.custhelp.com> wrote:

Customer By Email (Vikash Kumar) (**/**/**** **.** AM)
You can call me in between *pm to *pm today.

Response By Email (Sheikh) (**/**/**** **.** AM)
Dear Vikash,

Greeting from Lenovo-Motorola!

We have taken the ownership on the case and promise you to fix the issue in a swift manner based on the warranty status of your phone. Scratches and other cosmetic damage, intentional damage or abuse, normal wear and tear and other damages may not be covered under warranty. Please reply me back on the same email with the job sheet number to verify and to resolve the issue.

As part of the repair process, it may sometimes be necessary to re-format your device internally or externally and to re-install authorized Android. Both of these procedures are carried out only as a last resort and after the engineer has attempted by all other means to diagnose and resolve the problem. We will forward your feedback to the concern team Thank you in advance for your valuable feedback as it would help us enhance our customer’s experience.


We tried contacting you (**********) on **th Nov **:** am unfortunately we could not reach you. We request you to please share your convenience time to get in touch with you.

Look forward for your response.

Thanks and Regards,
Sheik Shapi
Smartphones-Advanced Resolution Team- INDIA
Operation Timings: *:**AM *:**PM (Business Days)
Response By Email (Sunitha) (**/**/**** **.** PM)
Dear Vikash,

Greetings from Lenovo-Motorola!

Thank you for writing back to us. We understand your concern, hence we will be forwarding your case to our concerned team. They will connect with your via call/email in the next **-** hours and provide you with the best possible work around.

Hence, we would request you to wait for the update from our team.

For additional queries we are here to help. You can reach us by replying to this email, anytime between Mon - Sat, (** AM to ** PM). We're closed on Sundays. Alternatively, you could also visit our website https://www.motorola.in/home

Thanks and Regards,
Sunitha.G
Lenovo-Motorola Customer Support

For Chat - https://m.me/****************
Self-help / Diagnostic app - https://play.google.com/store/apps/details?id=com.lenovo.serviceit
Customer By Email (Vikash Kumar) (**/**/**** **.** PM)
Thanks for your response.

When we say, replacement of battery, In usual it will be out of warranty of the handset, but replacement also includes new battery and with the other mobile brands, they do provide * months warranty on battery.

Also when we replace the battery for other product like tab, notebook or laptop, lenovo itself providing * months warranty.

I think I need to get in touch with consumer assistance provided by government of India to check why you are exception on this.

And in regards to the battery price, when you say, the service center price is final, so it mean that what ever they want they can charge a customer for the service or spare, which Ilis again exceptional case with you only, where as other companies has a service cost and spare parts price list available at service center or on their portal.

I have clear doubt on your service center as they are providing un authorised parts with your convent as they haven't mentioned product serial number on Invoice.

This kind of reply and service shows that you and your service center has an unbridled authority to rip the customer once he/she haa purchased your product.




Response By Email (Sunitha) (**/**/**** **.** PM)
Dear Vikash,

Thank you for contacting Lenovo-Motorola!

As per your email, we understand that you want to know the warranty of the replaced battery and also, the cost quoted by service team is correct or not. We will look into this and help you with the further assistance.

- Regarding the warranty :

Motorola do not provide the warranty for the replaced out of warranty parts or accessories. However, you can check with the service centre they will check and help you accordingly.

- Regarding the repair cost :

Since, we are technical support team we do not have parts or accessories price details and the price quoted by service team is final and binding.

In this case we suggest you to contact the service centre manager for further assistance.

If you face any issue, please write us back, so that we can help you accordingly.

For additional queries we are here to help. You can reach us by replying to this email, anytime between Mon - Sat, (** AM to ** PM). We're closed on Sundays. Alternatively, you could also visit our website https://www.motorola.in/home

Thanks and Regards,
Sunitha.G
Lenovo-Motorola Customer Support

For Chat - https://m.me/****************
Self-help / Diagnostic app - https://play.google.com/store/apps/details?id=com.lenovo.serviceit
Customer By Web (Vikash Kumar) (**/**/**** **.** PM)
Hi Team,

Today I have got my Moto M battery replaced at Moto Service center :-

Good Luck Communication
Office No-**, *rd Floor, Satkar Building **-**, Nehru Place New Delhi-******
delhi - Delhi
***********,**********
**:**-**:** Mon-Sat
Off - Sun

Just wanted to confirm the warranty of the battery replaced today and if the price charged is correct as other service center had confirmed some different price charged to me.

See the attached Invoice I have received.
Question Reference # ******-******

Date Created: **/**/**** **.** PM
Date Last Updated: **/**/**** **.** PM
Status: Escalated