HELL-O Motto
This is an addendum to my previous post on the (in)famous Motorazr…. Two experiences in the span of 3 weeks, and I am ready to completely tear my hair out!
This incident involves the after-sales service of Motorola, which I experienced when the display of my phone conked off. Oh yeah, issue number one of course was that the display conked off. So after a fair amount of effort, I finally located the Motorola service centre.
Here’s how the whole transaction went:
Over the phone
Me: My phone’s display is not working. Basically, when I open the flip top, all I see is colored lines; I think the display might need to be changed.
Service agent 1: Ma’am, you’ll have to get the phone here. We’ll probably need to replace the part.
Me: how much time will that take?
Service agent 1: Half an hour, if the spare part is available with us.
Me: okay, is it available? I can come there today itself.
Service agent 1: (after putting me on hold when she was presumably, checking for the part): Yes it’s available, you can come today.
At the service centre
Me: I spoke to you over the phone -- My phone’s display is not working. Basically, when I open the flip top, all I see is colored lines; I think the display might need to be changed. You’d mentioned that the display part is available and this can be fixed today.
Service agent 1: Take a seat. We’ll get it done. It will take about half an hour.
Me (after half an hour of waiting): Any update on the phone?
Serice agent 2: Ya, basically the display has become kharab. We’ll need to change it.
Me (thinking: gee, thanks for telling me what I already told you about half an hour ago!): Okay, so have you changed it?
Service agent 2: no, we’ll change it… you'll have to leave it with us. It will take about 2 days.
Me: 2 days? But you told me half an hour!
Service agent 2: No, half an hour was just to check it. Actually we don’t really have the display part with us – we’ll have to order it.
Me: But your colleague told me that you have it with you.
Service agent 2: Forget what she said, she was just saying it. It will be done in 2 days – you can collect it then.
2 days later…
Me (over phone): Hi, I was supposed to pick up my phone today – here is the reference number.
Service agent: Ma’am this has not been fixed today.
Me: But I was told it will be ready for me to pick it up by 5 in the evening.
Service agent: Ya, but the part has not arrived yet. It will come by around 5 today. You can pick up the phone tomorrow.
Me: Are you sure it will be ready tomorrow?
Service agent: Definitely, in fact, you can pick it up tomorrow morning itself – around 11am.
The next day – 3pm
Me: Hi, I’m calling to check if my phone is ready?
Service agent: No, it’s not.
Me: WHY NOT??
Service agent: it will be ready by tomorrow
Me: That’s fine. But why is it not ready today?
At this point, I was given some convoluted story which is not even worth mentioning here. After some 5 mins, Service agent 2 from the day I had visited the center came online. After I had ranted about how pathetic the whole service was and how completely disgusted I was, the guy went to say that they were in fact working on my phone, and that it would be ready for me to collect in a couple of hours. I did ask him how my phone would go from “ready tomorrow morning” to “ready in 2 hours”… but of course, all I got was a “Woh aap hum be chhod dijiye, madam!”.
2 weeks later… the display has conked off yet again.
If I had the resources, energy, and the time, I would sue Motorola – I really would. For now, I am counting the days till I have enough money to buy me a good ol’ Nokia phone again!
Moral of the story: NEVER BUY A MOTOROLA!!!!
This incident involves the after-sales service of Motorola, which I experienced when the display of my phone conked off. Oh yeah, issue number one of course was that the display conked off. So after a fair amount of effort, I finally located the Motorola service centre.
Here’s how the whole transaction went:
Over the phone
Me: My phone’s display is not working. Basically, when I open the flip top, all I see is colored lines; I think the display might need to be changed.
Service agent 1: Ma’am, you’ll have to get the phone here. We’ll probably need to replace the part.
Me: how much time will that take?
Service agent 1: Half an hour, if the spare part is available with us.
Me: okay, is it available? I can come there today itself.
Service agent 1: (after putting me on hold when she was presumably, checking for the part): Yes it’s available, you can come today.
At the service centre
Me: I spoke to you over the phone -- My phone’s display is not working. Basically, when I open the flip top, all I see is colored lines; I think the display might need to be changed. You’d mentioned that the display part is available and this can be fixed today.
Service agent 1: Take a seat. We’ll get it done. It will take about half an hour.
Me (after half an hour of waiting): Any update on the phone?
Serice agent 2: Ya, basically the display has become kharab. We’ll need to change it.
Me (thinking: gee, thanks for telling me what I already told you about half an hour ago!): Okay, so have you changed it?
Service agent 2: no, we’ll change it… you'll have to leave it with us. It will take about 2 days.
Me: 2 days? But you told me half an hour!
Service agent 2: No, half an hour was just to check it. Actually we don’t really have the display part with us – we’ll have to order it.
Me: But your colleague told me that you have it with you.
Service agent 2: Forget what she said, she was just saying it. It will be done in 2 days – you can collect it then.
2 days later…
Me (over phone): Hi, I was supposed to pick up my phone today – here is the reference number.
Service agent: Ma’am this has not been fixed today.
Me: But I was told it will be ready for me to pick it up by 5 in the evening.
Service agent: Ya, but the part has not arrived yet. It will come by around 5 today. You can pick up the phone tomorrow.
Me: Are you sure it will be ready tomorrow?
Service agent: Definitely, in fact, you can pick it up tomorrow morning itself – around 11am.
The next day – 3pm
Me: Hi, I’m calling to check if my phone is ready?
Service agent: No, it’s not.
Me: WHY NOT??
Service agent: it will be ready by tomorrow
Me: That’s fine. But why is it not ready today?
At this point, I was given some convoluted story which is not even worth mentioning here. After some 5 mins, Service agent 2 from the day I had visited the center came online. After I had ranted about how pathetic the whole service was and how completely disgusted I was, the guy went to say that they were in fact working on my phone, and that it would be ready for me to collect in a couple of hours. I did ask him how my phone would go from “ready tomorrow morning” to “ready in 2 hours”… but of course, all I got was a “Woh aap hum be chhod dijiye, madam!”.
2 weeks later… the display has conked off yet again.
If I had the resources, energy, and the time, I would sue Motorola – I really would. For now, I am counting the days till I have enough money to buy me a good ol’ Nokia phone again!
Moral of the story: NEVER BUY A MOTOROLA!!!!
posted by Wandering Soul at
1:41 PM
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