- Unsatisfied with service ^Open

Amritha filed this complaint against Motorola Lenovo on May 03, 2019

I had purchased a Motorola XT****-* moto X* cellphone on *th May ****. The phone was working smoothly until **th March ****. On **th March ****, the phone started to overheat while charging and I was unable to charge the phone. So I took it to Lenovo-Motorola authorised service centre at Rajaji Road, Kochi, Kerala same day itself. It's with them for more than ** days now and technicians were so unresponsive and uncaring when I contacted them many times over the phone. So I visited the service centre on *rd April **** and then they were saying it could be water damage and they're waiting for a spare part to arrive and they don't know when it would be ready. And if the problem is unsolved by changing the charging port they will have to change the motherboard and if they're unable to repair they'll just return it. The set is still under warranty. On **th April I made another complaint via https://lenovomobilesupport.lenovo.com/in/en/LiveChatSP.
I got a reply the next day asking for more details and I mailed all the details in the response. It was followed by a conference call and Kochi service centre on **th April and they said the phone would be ready for my use within a week. On **th April I received a call from Mr Naveen of Motorola asking me whether my phone was working fine now as he assumed I had collected it from the service centre on **th April. And as suggested by him I went to the service centre. I went to the service centre on **th evening. But they demanded that I pay the cost of the motherboard saying I had agreed to do the service out of warranty. They're demanding **% of the cost of the motherboard which I have denied paying.
During the conference call, the only thing they said is that it would be repaired and given back to me within a week. But in the email that followed, I saw that they had written,
"The handset was submitted as charging issue while validating we found the liquid log in it so we inform the customer and take the call in out of warranty. First, we try by changing the charging port but fail to clear it now we have contacted the customer and informed that it needs to replace the board we have asked one week to the customer she is ok with it. We will close this case in one week".
It is absurd of them to say I agreed to do it out of warranty. During the conference call, the only thing they said is it would be repaired and given back to me within a week. When I saw the mail I replied asking for clarification for which I never got a response. The phone was working smoothly until **th March ****. The only problem it had on **th March **** was that it was overheating while charging. And the technician at the service centre said that it will be solved when the charging port is changed. They kept the phone for * weeks and tell me it's water damage, that too only after I went up to the service centre. I keep the phone very safe and whatever they say now I am sure that it is not water damage.
The service centre had given a temporary replacement for my use on **th April but my Moto X* is still with them.

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