I bought a Motorola mobile phone last week. A few days later I found the sound of the phone was odd, like that of a radio not tuned properly. I went back to the shop and asked for a replacement, backed with the "three warranties policy", which says that the customer can return a commodity if it is defective within seven days after purchase or ask for a replacement within 15 days.
The salesgirl made a few calls with the phone and told me the sound was all right. I was not surprised by her answer but insisted I be given a new phone. Realizing that she had met a tenacious customer, the salesgirl said she could replace it provided I proved that the defect was "not the consequence of improper use".
I was angered by the answer. How could one do anything to a mobile phone to cause sound distortion? A problem with the sound quality can only be caused by a malfunction of the audio-frequency magnifier in the machine. Obviously the defect could not have been caused by my "improper use". What's more, there was no sign of physical damage to the phone.
But she insisted: "I'm sorry, sir, it's our rule. Look at these warranty terms on the back of the invoice where you signed your name." Yes, I signed under the terms which state that any request for a refund or replacement should be accompanied by a certificate from the producer's service center.
I had no alternative but call at Motorola's service center. There were a dozen or so customers waiting there. About 15 minutes later, it was my turn. A service woman tried my phone and told me it needs to be tested. The phone was then taken to a backroom.
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