Complaint Details

Status	:	Closed
Complaint No	:	0053586/2015
Category	:	Others
Date	:	30-09-2015
Subject Line	:	Defective Device and Deficiency in customer service
Complainant	:	Ankit Maheshwari
Address	:	C9G3 Dilshad Garden
Complainee	:	Motorola India
Address	:

Complaint Details
Type of Device: Moto 360 (First generation)
Date of Device purchase: 28th May 2015
Date of Device Submission at Service Center: 5th August 2015
Service Center: B2X, Laxmi Nagar
Job sheet number: AMSDES001855
Customer reference number with Motorola: 150914-010374
Problem: Moto 360 (First generation) crashed while updating the new OS
Complaint: I was given a SLA of 10 days for the replacement of the watch however it’s more than a 60 days now. The problem they citied was that they are unable to find the metal strap for the watch. The service center reps have no update on the dispatch or availability of the said strap. Support guys at Motorola customer care have escalated the case numerous times but every time I was given an assurity of a call back but no resolutions. On Monday, 21st Sep, service center reps informed me that the device has been dispatched from Motorola Bangalore, however today i.e. 24-Sep-15, they have no clue where the device is or even if has been dispatched yet or not. On 25th Sep, I had an online chat with Motorola customer care and they told me someone will call me back but no one called. I sent the mail on same day and they responded that it is again escalated on priorty and they will get back to me but no one called or mailed. On 28th Sep I called Motorola support again and they told me someone from the higher authority will call me back but no one called. On 29th Sep I called Motorola support again and they told me someone from the higher authority will call me back but no one called. I tried to have an online chat with the customer care representative but she disconnected the chat in between without giving any support or help.I had tried to contact Motorola on Twitter, Facebook, called support helpline, had online chat but no one is giving any reply. On 30th Sep I called service center and they told me Motorola has not yet responded to them on the availability of the watch as yet. I’m literally annoyed and upset of the treatment & service rendered by Motorola and its services center. Please help me to get a resolution on my problem.

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