Flipkart Moto G2 Horror - No Return, No Exchange!! Defective touch (seems refurbished)
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Friends,
I was looking for an average phone to upgrade from Moto E for my sister with better screen and recurring power-button restart issue (search it, 90% Moto E’s are having this within a year of purchase) within 10K. Selecting Moto G2 (Moto G 2nd Gen) was no-brainer as she had Moto E and familiar with the brand. I myself had suggested at-least 4-5 friends and family with 10K budget to get this phone relying on the Google’s Moto glory, even I bought another on my account for a friend a few months back.
I always relied and advocated Flipkart, as I was very confident about the replacement/return policies and User-Friendliness. But suddenly everything shattered and the current state of my Flipkart First account is – DEACTIVATED. I did this out of frustration and headache Flipkart put me in last 2 days.
We got the phone on 28th of May, and started using a few days ago when suddenly realized that the issue in quick setting panel’s “Airplane Mode” not working is not a software problem, but the touch in that area is not working. It sometimes invoked Bluetooth instead and lead us to think that it’s a s/w issue. I enabled “Show Touches” in Developer Options and it was clear the touch was not getting registered in a particular area of Rs 1 coin size.
I called Flipkart, very confident about the issue and they schedules a Technical Call for later that day. They also sent a link to download an apk of “SmartChk” app which they wanted me to install to investigate the problem. This actually made me a bit skeptical as around 2 years ago they did this with a Dell Inspiron laptop we bought from Flipkart and they initially refused to return next-day even if the laptop had dead battery and BIOS was complaining about the wrong charger.
Finally, a person named “Manjunath” called me and asked to run that app giving a pin. Asked me to come to Touch diagnostics which asked to draw 2 lines, 1 horizontal on upper side of screen and 1 vertical on right most of the screen, the lines got drawn and he DICTATED saying the phone has no issues. It was enough to loose temper, but I kept calm and asked the problem in screen is not in the area where 2 lines are drawn, but he at least repeated “THE PHONE HAS NO PROBLEM” 30 times in the conversation. I was pissed off with this treatment and sent them screenshots after trying to draw in that area with an app, explained the Android’s own utility to “Show Touches” not registering the touch in that area, but to no change in their DICTATION.
The results of drawing -
People called again and again to only pisse me off more and more repeating the same thing again and again. Then they suggested me to visit the Service Center and get a Job Sheet so that “SELLER” can provide replacement. They wrote this in a mail, hiding their a** as behing “seller”, who doesn’t know WS Retail and Flipkart are same entity and you are just different on paper to avoid FDI taxes of Govt. The nearest service center is more than 10 KMs away from the place where phone is and I explained this, but no change.
The horror continued and someone called today to make sure that I won’t be getting replacement but I need this to get repaired in Motorola Service center only. And even said they will change the whole front assembly. Well, how do you know that they are going to replace whole front assembly if it is not faulty as per you app. This made me completely believe that Flipkart is playing a game here not with me but must have done the same to thousands of innocent non-tech people as they might not be savvy to catch all this. I have the mail n which it is said on service center’s response they will provide replacement, and then saying no replacement even within 30 days is like — bhak sala… let’s move on throwing the phone in dustbin or complaint to Consumer Forum which is still a very tedious and time-consuming job.
Beware of Flipkart if you are buying a phone, I would keep extra distance and would no more recommend anybody. Even Ebay has better return/replacement policy than nowadays of Flipkart. I went back to product reviews on Flipkart and could see many have had this horror but I could only see better reviews while buying. Many have mentioned that they are sending Refurbished Phones in recent purchases and if you sort the reviews by date, you will find most of the recent reviews are actually negative. I assume this is when they must have suppressed many reviews.
Have any of you guys faced something similar lately? Flipkart must be a no go for phones.
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@gauravkool777 wrote:
Mine works just fine. Sorry for your issue. Its usually replaced in 30 days. Are you sure you bought it from ws retail and not some other seller?
Bro, it’s well within 30 days (purchased on 28th June) and seller is WS Retail only. Still they have totally refused to return.
They are just chor ..I also bought lenovo a7000 from tk …it started heating from the second day..I told them bug they refused saying their is no issue…after 3-4 days same problem happened then they made that smartchk done and replied same no issue…….I tried contacting them again and again but same reply….after that they. Tolde to visit service center …I visited their but the guy their told me this issue is manufacturing defect in all handsets….I told that to fk Cc but they didnt accepted any return …..they are just morons now…
I hate fk now I bought will never prefer them now will go to amazon for mobiles
Bro! I faced a similar issue with Moto E 2. I bought Moto E 2 on 26 th May. I first started using it 6th June as I couldnt take WA backup from my previous phone. It has some charging issue due to some hardware issue. Also, software was corrupt as incoming calls couldn’t be received when any app was running. I registered a complaint on 7-8 June. I received acknowledgement after some time. As I am also FF, so I got a mail within next hour telling that a tech member will call up and meanwhile i should download SmartCheck app on my mobile. Next day, a tech guy called and we discussed the prob. He asked me to install the latest software thinking that some patch packet got corrupted. I said okay. After that I received sms, that my return request has been cancelled as tech solved the problem. I was shocked. Later, when i tried checking for software update, there was none. My phone was found to be updated to the latest. I formatted the phone. Still no escape. I raised complaint again. This time they called up after two days. I was in at a fight scene between two known acquaints with loud clamour and all but I took the call and excused myself away seeing 080 number. This time tech guy told me that there was lot of noise behind me. I kept walking away to a location where there was pin drop silence. Then, he asked me for another number where he could call and provide instructions. I went back to uproar and pulled out one mobile from someone pockets. And ran back to that silent zone. I gave that number and waited for his call. Within next 5 minutes, he called up again and I detailed him. I told him about charging issue as well. He asked me to plug in. I asked him where do i plug in the middle of street and check for other issues as of then. But he hung up. I tried calling up but that number was one way calling only. Again, I received a message that return request cancelled. So, in anger, i went back to that fight and broke hands of two elderlies. It felt good and serene. I raised complaint third time. Received no follow-ups on that. Now I am stuck with a Moto E with faulty software or hardware. But, i have learnt to adapt to it. I got Moto E 2 for almost 3000 so itz still good for that price. Only thing that bothers me is that I dont see internet symbol H/3G next to triangular network symbol, so i have to assume my net is on. And as soon as I plug out charger, it still keeps showing charging icon. No big issues. But still. 
Sorry to hear about your case too.
Sorry to hear about your trouble with Flipkart. I would suggest you to try the following steps if you have not tried them already :
1) If there is any Moto service center nearby, pay them a visit and get a DOA certificate. It would be much easier for you to demonstrate the problem to a live person at a Motorola service center. Armed with DOA certificate, get back to flipkart and tell them how inaccurate their Smartcheck app was. They cannot decline a return request if you could produce a proof from Motorola proving the defect.
2) In case you cannot go with option 1, Write an email to Flipkart with CC to all leading Media houses such as Indian express, NDTV etc. Ensure that your email subject line is catchy. Repeat the same process on Twitter by tagging NDTV and a few other media houses. Flipkart will definitely take notice and get you a replacement. This will work 9 out of 10 times.
3) If both the above process does not work, Send a legal notice to flipkart . I would say go ahead and file a consumer case against them. You are guaranteed to get refund plus compensation . If you want step 3 to work, ensure that you get some kind of documentation proof from Motorola regarding the defect . Even a Job sheet will work. My Dad’s office has filed consumer cases against Qatar airways, National insurance etc. They won all the cases without much effort along with handsome compensation. In most of the cases, companies will settle the issue once they get " Legal Notice".
Good Luck.
It seems policy misus leads them for such a drastic measures on the cost of genuine customers.
@Plato wrote:
…
Again, I received a message that return request cancelled. So, in anger, i went back to that fight and broke hands of two elderlies. It felt good and serene. I raised complaint third time. Received no follow-ups on that. Now I am stuck with a Moto E with faulty software or hardware. But, i have learnt to adapt to it. I got Moto E 2 for almost 3000 so itz still good for that price. Only thing that bothers me is that I dont see internet symbol H/3G next to triangular network symbol, so i have to assume my net is on. And as soon as I plug out charger, it still keeps showing charging icon. No big issues. But still.
Sorry to hear about your case too.
They give you this frustrating anger every time they call, they seem to be trained on doing that, so that out of frustration, we can either stop calling or break the phone so — “na rahegi baans na bajegi baansuri”. Flipkart treated us as if we are scamming something, they spoke that way arrogantly as well. For me no more flipkart for phone at least 
Motorola seem to be similarly responsible for this, they are making Flipkart do this. Otherwise why an e-commerce company will diagnose your phone remotely and claim to just be the platform and phone being sold by a seller. I don’t understand this mingling or these entities. We need strict consumer protection laws so that we can really tackle these kind of issues.
@desidimes wrote:
It seems policy misus leads them for such a drastic measures on the cost of genuine customers.
I agree, but that doesn’t entitle Flipkart to mishandle the actual issues, in this case, Flipkart is misusing it’s position. It’s just an app SmartChk which is what they’re relying on.
I myself feel worse being with Flipkart First since it was launched and having spent 2+ Lakhs on their website. They do not even check if the order was placed by a regular spending customer or someone trying to scam with only one order, don’t you agree it will be visible if you see records of the customers as well.
they did same with me. blocked my Flipkart first accounts. and in my case it was moto x 2nd gen. I have rs 5000 in wallet, that also blocked as I no longer place any order. even they blocked my friends account who used my address as their area was not serviceable. there is a strong need to make a anti Flipkart community on online space and social media
@matureshopper wrote:@desidimes wrote:
It seems policy misus leads them for such a drastic measures on the cost of genuine customers.
They do not even check if the order was placed by a regular spending customer or someone trying to scam with only one order, don’t you agree it will be visible if you see records of the customers as well.
Exactly. Though it is true that thousands of users misuse their policies, Flipkart should atleast take into account the purchase history of the particular customer before closing the door on him/her. They are going to lose many genuine customers because of this.
Anyway, check PM. 
@cybertechie wrote:
…
If both the above process does not work…
Caught you! 
http://www.desidime.com/forums/dost-and-dimes/t...
I got my redmi2 replaced twice , I shared my experience in this thread, hope this helps
@shashi118 wrote:
http://www.desidime.com/forums/dost-and-dimes/t...
I got my redmi2 replaced twice , I shared my experience in this thread, hope this helps
Thank you for sharing, but it was 2 months ago, you won’t believe they are simply denying the return requests after the call, I tried taking up the issue on twitter to @_sachinbansal but a call from his office repeated the same things again and again.
Things have changed probably, they dictate based on SmartChk now, maybe they were starting this thing when you did. But you have no option to either pass on SmartChk or go to Service Center.
This actually beats the purpose of online shopping. They deliver you a faulty phone at your doorstep and then make you run to service center for 40-50 Kms to prove it’s defective. I asked them you send your person and take it to service center which they didn’t of course.
@matureshopper wrote:@shashi118 wrote:
http://www.desidime.com/forums/dost-and-dimes/t...
I got my redmi2 replaced twice , I shared my experience in this thread, hope this helps
Thank you for sharing, but it was 2 months ago, you won’t believe they are simply denying the return requests after the call, I tried taking up the issue on twitter to @_sachinbansal but a call from his office repeated the same things again and again.
Things have changed probably, they dictate based on SmartChk now, maybe they were starting this thing when you did. But you have no option to either pass on SmartChk or go to Service Center.
This actually beats the purpose of online shopping. They deliver you a faulty phone at your doorstep and then make you run to service center for 40-50 Kms to prove it’s defective. I asked them you send your person and take it to service center which they didn’t of course.
There is no service center of xiaomi in my city,probably for that reason only I got replacement, now if ur city have service center within 40 km (not sure,heard somewhere) then fk will force u to go there, make sure service center in ur city is ready to accept ur claim or not, till then defame fk on Twitter and Facebook 8-10 times a day
@shashi118 wrote:
There is no service center of xiaomi in my city,probably for that reason only I got replacement, now if ur city have service center within 40 km (not sure,heard somewhere) then fk will force u to go there, make sure service center in ur city is ready to accept ur claim or not, till then defame fk on Twitter and Facebook 8-10 times a day
This could be the reason, as their mails mention the nearest service center from Delivery Address. The high-rise building offices think that everyone lives in the city who does online shopping, in Flipkart you can’t define a different pickup address for any other product as well. In this matter Amazon seems better to me as they ask you from where you want the pickup or even deliver to my remote village with IndiaPost.
@l4ulokesh258 wrote:
they did same with me. blocked my Flipkart first accounts. and in my case it was moto x 2nd gen. I have rs 5000 in wallet, that also blocked as I no longer place any order. even they blocked my friends account who used my address as their area was not serviceable. there is a strong need to make a anti Flipkart community on online space and social media
Did you manage to get your money back bro? 5K is not a small amount to just leave with them, why should you. By seeing this, I have already asked my Myntra credits to be withdrawn in my account. I don’t trust these liars anymore.
Seems this thread is up in Flipkart Horror search – https://www.google.co.in/search?q=flipkart+...or
Also, is there any twitter/FB celeb in DD who can help spread the word for good?
May b they gave the piece wch was return to them .. Or may b manufacturer defect ..
Either way u have to go to service station..
I bought washing matching and it wasn’t drying up .. Called them .. Technician came .. Checkd .. Manufacturer defect .. Got replacmnt ..
Either way its hit or miss ..
I hope ur issue get solved .. Fire up requeats to moto on twitter and fb
it was 33000 in form of gift card and wallet balance. I managed to get 30000 somehow, but still 3000 stuck and some courier charges they never reimbursed
@cybertechie wrote:
Sorry to hear about your trouble with Flipkart. I would suggest you to try the following steps if you have not tried them already :
1) If there is any Moto service center nearby, pay them a visit and get a DOA certificate. It would be much easier for you to demonstrate the problem to a live person at a Motorola service center. Armed with DOA certificate, get back to flipkart and tell them how inaccurate their Smartcheck app was. They cannot decline a return request if you could produce a proof from Motorola proving the defect.
2) In case you cannot go with option 1, Write an email to Flipkart with CC to all leading Media houses such as Indian express, NDTV etc. Ensure that your email subject line is catchy. Repeat the same process on Twitter by tagging NDTV and a few other media houses. Flipkart will definitely take notice and get you a replacement. This will work 9 out of 10 times.
3) If both the above process does not work, Send a legal notice to flipkart . I would say go ahead and file a consumer case against them. You are guaranteed to get refund plus compensation . If you want step 3 to work, ensure that you get some kind of documentation proof from Motorola regarding the defect . Even a Job sheet will work. My Dad’s office has filed consumer cases against Qatar airways, National insurance etc. They won all the cases without much effort along with handsome compensation. In most of the cases, companies will settle the issue once they get " Legal Notice".
Good Luck.
check pm
@Plato Sorry, I didn’t see your post earlier but find my posts here and try it.
http://www.desidime.com/forums/dost-and-dimes/t...
I had the same problem as can’t receive a call when an app was running in front. I found a workaround that when your phone in ringing just press the power key one time which would silent the call and then press the key again to wake up the phone. Now, I could receive that call. Also, this problem wasn’t native in my case, it happened only when I upgraded to the 5.0 soak test. So, please check what version you are on.
Second, you will find the manual download links on the XDA forum(I have provided the link in the above post). Download the updates manually if you are not getting them OTA. Hope this will resolve all your problems.
Keep me posted.
@matureshopper wrote:@Plato wrote:
…
Again, I received a message that return request cancelled. So, in anger, i went back to that fight and broke hands of two elderlies. It felt good and serene. I raised complaint third time. Received no follow-ups on that. Now I am stuck with a Moto E with faulty software or hardware. But, i have learnt to adapt to it. I got Moto E 2 for almost 3000 so itz still good for that price. Only thing that bothers me is that I dont see internet symbol H/3G next to triangular network symbol, so i have to assume my net is on. And as soon as I plug out charger, it still keeps showing charging icon. No big issues. But still.
Sorry to hear about your case too.
They give you this frustrating anger every time they call, they seem to be trained on doing that, so that out of frustration, we can either stop calling or break the phone so — “na rahegi baans na bajegi baansuri”. Flipkart treated us as if we are scamming something, they spoke that way arrogantly as well. For me no more flipkart for phone at least
Motorola seem to be similarly responsible for this, they are making Flipkart do this. Otherwise why an e-commerce company will diagnose your phone remotely and claim to just be the platform and phone being sold by a seller. I don’t understand this mingling or these entities. We need strict consumer protection laws so that we can really tackle these kind of issues.
There are laws but are you willing to fight?
@matureshopper wrote:
They give you this frustrating anger every time they call, they seem to be trained on doing that, so that out of frustration, we can either stop calling or break the phone so — “na rahegi baans na bajegi baansuri”. Flipkart treated us as if we are scamming something, they spoke that way arrogantly as well. For me no more flipkart for phone at least
Motorola seem to be similarly responsible for this, they are making Flipkart do this. Otherwise why an e-commerce company will diagnose your phone remotely and claim to just be the platform and phone being sold by a seller. I don’t understand this mingling or these entities. We need strict consumer protection laws so that we can really tackle these kind of issues.
There are laws but are you willing to fight?
Well, I correct my statement – We need easier more sincere and more affordable laws. We have law for everything but we don’t have a working mechanism or enforcement agencies, this makes it tough for a common man to reach there.
If you can guide me and it’s affordable and not more of a headache than throwing this phone in dustbin, I will. PM me please.
@theruler007 wrote:
May b they gave the piece wch was return to them .. Or may b manufacturer defect ..
Either way u have to go to service station..
I bought washing matching and it wasn’t drying up .. Called them .. Technician came .. Checkd .. Manufacturer defect .. Got replacmnt ..
Either way its hit or miss ..
I hope ur issue get solved .. Fire up requeats to moto on twitter and fb
Yes, washing machine and/or any such items which has on-site warranty is easier, as the service people come to your home. In case of phone, they make you run to the service center, which is essentially the same because you have carry-in warranty.
But why within 30 days if you have to replace the defective. And, why would you harass customer by diagnosing with an App and dictating that it’s not faulty. This is wrong at many fronts, and that’s my issue. Flipkart is making me seem like a scammer by doing that.
MotorolaIndia on twitter is more in RTing logos and playing contests, they never replied to my tweets.
@l4ulokesh258 wrote:
it was 33000 in form of gift card and wallet balance. I managed to get 30000 somehow, but still 3000 stuck and some courier charges they never reimbursed
Thank you for sharing, it would have been a hefty donation to them if they hadn’t returned it.
@theruler007 wrote:
May b they gave the piece wch was return to them .. Or may b manufacturer defect ..
Either way u have to go to service station..
I bought washing matching and it wasn’t drying up .. Called them .. Technician came .. Checkd .. Manufacturer defect .. Got replacmnt ..
Either way its hit or miss ..
I hope ur issue get solved .. Fire up requeats to moto on twitter and fb
Please elaborate, have you received any certificate of mfg defect ,any paper work to convince fk?
@matureshopper wrote:@matureshopper wrote:
They give you this frustrating anger every time they call, they seem to be trained on doing that, so that out of frustration, we can either stop calling or break the phone so — “na rahegi baans na bajegi baansuri”. Flipkart treated us as if we are scamming something, they spoke that way arrogantly as well. For me no more flipkart for phone at least
Motorola seem to be similarly responsible for this, they are making Flipkart do this. Otherwise why an e-commerce company will diagnose your phone remotely and claim to just be the platform and phone being sold by a seller. I don’t understand this mingling or these entities. We need strict consumer protection laws so that we can really tackle these kind of issues.
There are laws but are you willing to fight?
Well, I correct my statement – We need easier more sincere and more affordable laws. We have law for everything but we don’t have a working mechanism or enforcement agencies, this makes it tough for a common man to reach there.
If you can guide me and it’s affordable and not more of a headache than throwing this phone in dustbin, I will. PM me please.
First, sorry I missed your comment. Yes, the fight is not without headache but affordable, yes. You will get every pie you spend on legal fees. But, first don’t spare any front to get your query resolved first. Start with pgportal.gov.in. It’s super effective.
Thank you friends for replies and suggestions, I greatly admire these and they are unvaluable. Thanks.
So, I wanted to make an update on this thread as there were some progresses in last two days. I got a call on 13th asking me about the issue I faced and the lady on phone was polite and offered me an exchange. Now, note how conversation progressed.
1. She called me – they are sorry for what I have gone through and willing to offer a replacement. I told that if there is a catch, I refuse, as I was still having everything in mind what happened previously. She assured there is no catch and very delightedly said — “You even won’t have to go to the Service Center, sir!” — As if it was an announcement of my lottery ticket winning the first prize. Well, not being too critical, I appreciated this and reminded that It’s my basic right even within your terms and conditions.
2. Kindly create a return request again for the order. I told I have deactivated the account so kindly create one and send me an email. She put me on hold and came back in almost sad voice that – it is not possible as your order is more than 30 days old. I explained that it was delivered on 28th June and it can be 30 days only with your own Flipkart Calendar. Then she went ahead and found that the tech who called me mentioned an older ORDER ID from May when I purchased the same device for my friend as I has FF subscription. I explained and provided proper ID and she was almost talking as if all I fought in these days were seemingly for a different Order ID on their side.
3. Then she started creating one and informed that Replacement is not possible as the seller don’t have the item, a refund is possible. It was what I wanted after this harassment so I nodded cheerfully. She created a return request and told it will be picked up within 3-4 days. Note that she had all the info, delivery address, pickup address (same) and everything.
4, I got a mail a slightly different asking to ship the product with an address label attached as pdf and a link to update courier details. I was a bit worried, but the order link always said pickup and over phone too it was same so I kept quite. Attached is the order details.
5. After a few hours on 13th only I wrote to Flipkart that if it is possible to re-enable the account for the sake of tracking the return order as the order page with link only gave very less info.
6. I got a reply from Flipkart on 14th morning for the query about re-activation of account saying -
==
Thank you for contacting Flipkart Customer Support.
We’re sorry to hear that you’re facing an issue with your product. As a solution, the seller ‘WS Retail’ has arranged for a refund.
Unfortunately, due to courier constraints, we’re unable to arrange a pick-up of the product. So we request you to ship the defective product in the original product box along with its accessories, price tags, labels, invoice, etc. if any, to the below mentioned address.
Warehouse address – Bangalore warehouse
Crescent #148, 2nd floor,,Floor, next to gopalan mall, mysore road,,Bangalore,Karnataka-560026
Also mention, Return ID – xxxxxxx
Please pack the box securely to make sure that the product is not damaged in transit.
Once shipped, please get back to us with the name of the couriers, tracking details and the courier charges.We assure you that the shipping charges will be credited to your Flipkart Wallet as promotional balance.
The refund will be initiate to your Debit card as soon as the product reaches our seller and it will reflect in 8 business days.
However, I have notified to our concern team regarding reactivate the flipkart account and your issue will be resolved by July 17, 2015.
Trust this helps.
==
WTF?? They again changed the statement. Over phone and in the screenshot you can see “we pick up the old item” and I didn’t even contact them for this reason. My question was simply to re-activate account so that I can track and this is the reply. I replied that I again need to talk to someone over this to which I am yet to get any reply. I also wrote – Over phone you say you will pick-up and in mail you say you won’t. You are making a joke of Customer Service.
=======
I am not sure what will happen next and what shocking statement they convey again. But this is getting more than interesting. I will keep updated.
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Mine works just fine. Sorry for your issue. Its usually replaced in 30 days. Are you sure you bought it from ws retail and not some other seller?