Lucine's Auto Sales and Leasing, Inc.

The device is over years out of the year manufacture warrantyWe no longer support the deviceTherefore, we are not in the position to refund the customer and consider this matter resolved

The technicians did determine this is liquid damageLiquid damage is not covered under the year manufactures warrantyTherefore, we will not be repairing or replacing the device and consider this resolvedBelow is a link to our
warranty. https://help.motorola.com/hc/apps/settings/legal/global/en-us/index.html?t=***

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title:***
Contact Email: ***@motorola.com
We *** be reaching out to the customer to resolve

Complaint: ***
I am rejecting this response because: I came to you first and you rejected me thats when I went to tech rx!! if you want I can have them fax you the records of when I went to you verses when I had it fixed!! compare compare it to your records!!!
Sincerely,
*** ***

The customer purchased their device from an unauthorized sellerWe will not replace or repair the device and consider this resolved

The customers replacement is shipping via *** tracking number ***

The only option for the customers device is a repair, if for some reason the device can't be repaired then we would offer replacement optionsWe would be happy to setup a repair, in order to proceed with this the customer would need to send their device in firstIf the customer does not wish to do
so we consider this resolved

We apologize for the frustration caused by this and for any inconvenienceWhen an RMA is setup customer's receive an email stating that they must remove and case, skins, Sim Cards, etcbefore sending the device in because they will not be sent backWe will not be refunding the replacement
charge as the customer's device had physical damage that is not covered under our year manufacture warrantyWe consider this resolved

The customers device has been replacedIt was delivered today via *** tracking number ***

We will be refunding the customer

The customer's device was replaced by ***The customer is not satisfied that the replacement device was a refurbished deviceIf the customer is having trouble with the replacement they received from *** we would be happy to assist with trouble shooting

We would be happy to repair/replace the devicesHowever, all of our replacements are certified like newTherefore, the replacement devices will not be brand new

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me as long as I receive the replacement phone(Order *** by or before
the promised date of January 25th
Sincerely,
*** ***

We apologize for the misinformationHowever, the device is out of warranty and has physical damageWe will not replace the device, even for a feeWe consider this resolved

If a device is replaced/repair under warranty, the warranty does not start over
The warranty would continue from the original purchase date of the original device or days after the device is replaced/repairedThe customer purchased their original device in January 2015, therefore, they are outside of the year manufacture warrantyWe would be happy to replace/repair the deviceHowever, because the customer is out of warranty they would need to pay the out of warranty feeIf the customer does not wish to proceed we consider this resolved

Complaint: ***
I am rejecting this response because:
I believe that this is a cheap way for a manufacturer to get out of fixing their deviceThe manufacturer should have to pay to fix a problem that is unrelated to cosmetic damageTheir policy seems to be to blame the customer to get out of fixing the phoneI have returned the phone to *** whose customer service is second to none and acknowledged that despite cosmetic damage the software issues take precedentThey have replaced my phone and I will never be doing business with your company againI will also be telling everyone I know not to do business with your company either
Sincerely,
*** ***

A cracked screen is considered physical/cosmetic damagePhysical/cosmetic damage is not covered under our year manufacture warrantyBelow is the link to our warrantyIf the customer has processed insurance claims on their device in the past we are not locating these in our systemThe customer
may have processed these through Verizon or AsurionWe will not be refunding the customer for the insurance claims they have processed in the past and if the customer wishes to replace the device there will be a charge for the physical damageIf the customer does not wish to proceed we consider this resolved. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄

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

A brand new replacement was shipped out today via *** tracking number ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Motorola Customer Care [Incident: ***]
Sincerely,
*** ***