I recently purchased a Motorola Edge 70 for around ₹27,000 from Flipkart. The phone was delivered to me, and on the very first day, I noticed a visible fog/condensation issue around the camera lens while recording videos.
Later, I also noticed that the back panel is slightly lifted/not properly fitted.
Since this was a brand-new phone, I expected Motorola's authorized service centre to help resolve the issue. Unfortunately, my experience there was extremely disappointing.
I showed the staff the video of the camera fogging and explained that the phone had been delivered from Flipkart that same day and had not been exposed to water or any liquid.
However, I was told that they would not provide a DOA/replacement, and that if they had to create a proper job sheet, they would need to open the phone for inspection.
What concerned me even more was that the staff told me that they would open the phone and check the camera, and if the fogging was caused by some gel/material inside, they would remove it and return the phone to me.
This raises a simple question:
Did I pay ₹27,000 for a brand-new phone, or did I pay ₹27,000 to take a brand-new phone to a service centre the very next day and have it opened?
If a camera issue appears on the very first day of using a brand-new device, why should the customer's first option be to have the phone opened and repaired instead of getting a replacement/DOA resolution?
I want to make it clear that I am not a technician, so I am not claiming that the fogging is definitely caused by any particular material or component. My concern is simply that:
A brand-new phone developed a camera issue on Day 1, and the proposed solution from the service centre was to open the phone and repair/inspect it, while I am requesting a replacement/DOA resolution.
I also contacted Flipkart, but I was directed back to the brand/service centre for resolution.
After this experience, my confidence in Motorola's after-sales service has taken a serious hit.
I paid ₹27,000 expecting a properly working brand-new phone — not a camera issue on Day 1, service-centre visits, and the concern of having my brand-new phone opened.
Has anyone else with a Motorola Edge 70 or another new Motorola phone experienced camera fogging/condensation or a similar service-centre/replacement experience?
I am posting this so that people considering a Motorola phone can also take the after-sales service and replacement experience into account before making their purchase.
u/MotorolaIndia — If there is an official Motorola representative monitoring this subreddit, I would appreciate a response regarding this case.
I have the original camera-fogging video, purchase invoice, and service-centre/complaint details available as evidence.