Dr Pandya sent a message to Greg Brown Chairman and CEO, Motorola Solutions, Inc. – email address that said:
Hi Mr Brown
I am writing from the UK and it is about my Motorola X force phone I purchased from Carphone warehouse online on 8.2.16 which is still under warranty
I originally developed a problem with the phone on 30.8.16 (it would not charge) and sent it to Lenovo for repair after discussion online with Mohammed at Motorola customer service.
It was sent back over 1 week later and they replaced the board During the repair they damaged the volume control button. I contacted customer services online again and they took over a week to sort out another repair and refused my request for a refund.
As I had been without a phone by then for about three weeks I purchased another phone to use as I could not manage without a mobile for that long.
Following the second repair I only started to use the x force yesterday and discovered another fault. When I call someone I cannot hear their speech in normal mode (phone to ear) but can if put it in speaker mode. That was not a problem prior to the first or second repair.
As you can imagine, I am not keen to send the phone back for a further repair as every time I send it in a new problem seems to develop.
I feel there is either a fundamental problem with the phone or the repair center. Either way I am not happy to send the phone in again and would like a refund. I have contacted Carphone warehouse, the company I originally bought it from and they have said that I need to contact Motorola regarding this.
Please could I ask that you look into this rectify whatever systems errors occurred that led to this situation where every time a phone is repaired it is sent back with a new problem, and to ensure it does not happen again.
I would also appreciate a full refund of the original purchase cost and a meaningful substantial gesture of goodwill to mitigate my time and additional costs/expenses incurred to include time spent sorting it out, cost of postage to the repair centre and over a month spent without a working phone due to this incident.
I look forward to hearing from you at your earliest convenience