- Damage Product Received ^Closed

Shivam Modi filed this complaint against Motorola on Sep 14, 2023

Resolution Demanded:
Refund

Recently, I had an encounter that compelled me to reflect on the importance of consumer experiences and the values we hold dear when dealing with brands.
On August **, ****, I purchased a brand-new Motorola Edge ** from the reputable Reliance Digital store. The motivation behind this purchase was to gift it to my sister on the auspicious occasion of Raksha Bandhan. My excitement knew no bounds as I envisioned her delight upon receiving this sleek smartphone.
However, what followed was a series of unforeseen and deeply frustrating events that turned my enthusiasm into disappointment.
Shortly after gifting the phone, my sister informed me that it was unable to connect to any network. Concerned, I visited Reliance Digital on September *, ****, hoping for a swift resolution to what seemed like a minor issue.
To my surprise, things took an unexpected turn at the Motorola service center. While I was initially assured that my phone would be examined in my presence, they, unfortunately, opened it in the back room without my consent, a direct contradiction to their promise.
Worse still, they claimed that the SIM slot was physically damaged due to incorrect SIM tray insertion. This explanation raised doubts in my mind. If the damage was indeed caused by an improper SIM tray insertion, wouldn't all the reader nodes be affected?
The situation became even more perplexing when they provided a receipt stating that my phone was out of warranty. This, despite the fact that I had purchased the phone just ** days earlier, and Motorola's phones typically come with a generous one-year warranty.
In a subsequent turn of events, I received a call from Reliance Digital, Pune, offering to cover the cost of the purported damage, amounting to INR ****. While I appreciated their willingness to address the issue partially, it left me feeling that this was an unjust decision.
Frustratingly, my experience at the service center continued to deteriorate. Not only did they insert my SIM, but they also inserted their own SIM card to check. At this point, it became increasingly evident that the problem was not related to physical damage but potentially indicated a manufacturing defect. If the defect were limited to the SIM slot, the phone should have functioned correctly with the replacement SIM slot, but it did not.
Furthermore, after receiving the damaged SIM slot, I examined it personally and found that the SIM slot's reading node was not damaged. This discovery deepened my doubts regarding the assessment of physical damage.
To gain clarity on the repair timeline, I inquired about when my phone would be fully repaired. The service team informed me that if any further part replacements were required, it would take an additional *-* days. Given the multiple instances of part replacements already, and the lack of a positive outcome, I have decided not to accept the phone.
This entire experience has been disheartening and has severely tested my trust in a brand that I held in high regard. It is with a heavy heart and a sense of duty that I now reach out to share this incident with you all.
I share this not out of a desire to complain but with the hope that it highlights the importance of transparency, fairness, and customer satisfaction in our interactions with brands. Your support, insights, and advice during this time are invaluable to me.

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