Lucine's Auto Sales and Leasing, Inc.

Please call customer service to process a new RMAThe RMA that was processed did not go through because the credit card used to process was declined by the customer's bank

Initial Business Response /* (1000, 15, 2015/10/14) */
Contact Name and Title: ***
Contact Email: ***
The customer was refund and the case was resolved in June

The customer states a dispute was filed with their financial institution, and that they have already refunded the customer for the purchase priceDue to the fact that the financial institution refunded the customer for the purchase price we are not in the position to refund the customerThe
customer is also outside of our day return policy which can be found at the below linkWhen placing an order with us the customer has to agree to our Terms of Sale before checking outIncluded in the Terms of Sale is our return policyWe will also not be sending the device back to the customer as they have been refunded by their financial institutionWe consider this resolved. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10931654, and find that this resolution is satisfactory to me
Sincerely,
Ernie ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11118035, and find that this resolution is satisfactory to me
Sincerely,
Allison ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11125242, and find that this resolution is satisfactory to me
In the future I'd hope you avoid such need for third-parties and simply honor your commitments
Sincerely,
Todd ***

The customers device has been sent back via *** tracking number *** *** *** and is expected to be delivered on MondayThe customers device was purchased from an unauthorized sellerTherefore, the warranty is not valid and we will not be replacing/repairing the customers deviceWe
consider this resolved

Complaint:
I am rejecting this response because:
I originally had a moto x, the phone should be replaced by a moto x not a nexusThe phone has numerous differences, the nexus line doesn't have the same options that the x has and it also huge
Sincerely,
Michael ***

Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title:***
Contact Email: ***@motorola.com
Motorola's devices do have Gorilla GlassHowever, this is still glass which is breakableGorilla Glass is meant to prevent deep scratches which could cause the screen to
shatterIt is never stated that this glass is unbreakable since it is still glass
The customer dropped his device which caused the screen to crackMany different factors contribute to a screen cracking such as the height the device is dropped from, the angle at which the device is dropped, the speed at which the device falls, and the angle of which the device lands
Motorola's warranty does state that physical damage is not coveredIt states "this warranty does not apply to: (b) Cosmetic damage, including but not limited to scratches, dents, cracks or other cosmetic damage(d) Damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external causes." This warranty information can be located at; https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ /> Since the customer dropped his device he *** need to pay for the physical damage fee of $plus tax if he wishes to process a replacementThis fee *** not be waivedMotorola considers this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company is not only making bad products, but is making claimsAs I mentioned, an iPhone would not have had a damage like this
It is just a mis-representation of facts and cheating customers
Final Business Response /* (4000, 11, 2015/09/29) */
We are not able to comment on Apple's products as we do not sell themMotorola's products are sold with Gorilla GlassHowever, while Gorilla Glass is more durable it is still glass, which is breakable
Since the customer dropped his device he *** need to pay the physical damage fee of $plus tax if he wishes to have it replacedIf the customer wishes to process a replacement he may contact us and we would be happy to assist himIf he does not wish to pay this fee and process a replacement, Motorola *** consider this matter resolved

The customer has been provided with an X code to place a new orderWe consider this resolved

We would be happy to replace the customer's deviceHowever, the customer has been provided with our replacement options and they are not satisfiedThese are the options availableIf the customer does not wish to follow our replacement options we consider this resolved

Hello ***,Thank you for participating in the Motorola/*** Moto ZPlay and *** SoundBoost promotionWe're sorry to hear you're experiencing issues submitting your promotion claimYou may already received an email or postcard with instructions on how to resubmit your claimIf you have not
received this information, please follow the instructions listed in this email.Step 1: Gather ALL required documentsa.) Proof of Purchase: The proof of purchase must be in the form of a Sales receipt with the following information: • The printed shop or store logo• Customers information (name and address) • Date of Purchase• Mechanical Serial Number (MSN) and /or Electronic Serial Number (ESN, IMEI, MEID, HEX).b.) An image of the IMEI and barcode found on the box your device came in.c.) A copy of the email you received with the Tracking ID from your first submissionIf you are unable to locate a copy of your email, please visit the following link: https://status.rewardpromo.com/motorolamobility and print out the Step page.Step 2: Resubmit online at https://motorola.rewardpromo.com/#/home/offers or Mail in ALL required documents to the address listed below.Motorola Resubmit Offer #***
** *** ***El Paso, TX 88574-0907Best Regards,Ashley Motorola UCC Team

We will be reaching out to the customerThe customer must speak with our Level Technical Support Team to trouble shoot before any repair/replacement options will be offered

The customers replacement has shipped via *** tracking number ***

The customer previously processed a charge back with usDue to this charge back we will no longer be able to process any credit card transactions with this customerBoth devices are being shipped back to the customer today via FedExThe tracking number they are being returned with is
***

All *** *** devices need to be replaced directly through *** ***We will be unable to replace the device

Complaint: ***
I am rejecting this response because:As the manufacturer of the product, Motorola should be able to provide the appropriate customer servicedollars + tax is ridiculous given that the AMOLED panel and digitizer still function properly, it is solely the glass housing that, while I understand is not possibly unbreakable was damaged in a fall less than feet in height, yet somehow managed to shatter my glass, but still managed to work.For the *** X, I have consistent contacted Motorola regarding the device and was never afforded a solution outside of Tie up many that, as an unemployed individual, I did not have, or Be without a phone and miss important phone calls regarding potential unemploymentI was consistently detered by Motorola Customer support regarding my devices issues, and it is definitely documented within their system. I am asking for actual customer support, not a take it or leave it bill
Sincerely,
*** **

We do not show anything other charges of $that have been charged to the customerIf the customer does show any other charge they will need to send a copy of their statement$was refunded on 12/7/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11155527, and find that this resolution is satisfactory to me
However, the claim by Motorola regarding a day limit is not relevant since this is a case of defective merchandise that never performed asadvertised - a phone that did not workIn any case I did return the phone in a timely manner, and also requested refund on the 2nd defective phone in a timely manner - within days of receiptAccording to state law, it is unlawful for a retailer to sell an item like a phone "as is" and set a brief limit on returnsif the item is defectiveI filed with Revdex.com after Motorola refused to honor this and stated an intent to charge my card again and send the phone back to me.Thank you for helping to reach this resolution
Sincerely,
Rachel ***

Complaint:
I am rejecting this response because: I spent an hour and eight minutes (after waiting
nine minutes to connect, and starting my timer several minutes into the chat) attempting to resolve thisIn poorly written English, I was informed I would receive a phone call concerning my issue in 3-business days- the individual disconnected me without at any point getting my phone number, so I am doubtful that will occurPunukollu was the individual, and the chat is maintained if you would like a copyThey did not acknowledge my issue, and simply erased all my data on the rather than resolve the actual issue, you violating my rights and erasing my content from my device and replacing with another softwareI will not be "accepting" until this is resolved- last time I accepted a Revdex.com offer from you (Motorola), I was simply ignored and never contacted or engaged, so you "resolved" the issue and gained yourself a resolution point on Revdex.com, but did not honor your claimI will not make that mistake again
Sincerely,
Steven ***