Lucine's Auto Sales and Leasing, Inc.

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,
*** ***

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 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...⇄

The customer has been provided with our replacement optionsWe apologize if the customer does not find them satisfactoryHowever, if the customer does not wish to take advantage of either option we consider this resolved

Complaint: ***
I am rejecting this response because: Motorola has replaced my phone with a phone I can't use and disposed of my phone without my permissionThe only resolution to this complaint that I will accept is to provide me with a phone like the phone I sent to them that I can use on the *** network
Sincerely,
*** ***

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,
*** ***

Complaint:
I am rejecting this response because: My phone has manufacturing faults and they won't replace itMy Bluetooth, which was a key selling point doesn't work.
Sincerely,
Austin Smith

We refunded the customer on 4/21/We consider this resolved

The customers warranty is overAs stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processedIf troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty feeAgain if the customer does not wish to do this we 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: the concern is the fact that my money was held for over daysIt took days to notify me
that the order was being cancelledIt took another 3-days to actually cancel the order and I am still waiting for my money backI want answers to why it takes days to realize you don't have parts to make something.
Sincerely,
Justin ***

The customers device is expected to be delivered to us tomorrow via FedEx tracking number ***Once we receive it a replacement will ship out within 3-business days

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title:***
Contact Email: ***@motorola.com
As of now the Droid Turbo will receive the Lollipop update, at this time it is still in the testing stages and will be released in batches by Verizon
The customer has
been offered a like for like replacement and is not satisfied with our policy
We will not upgrade the customer to a different device as our warranty states if a device is replaced it will be equivalent to the original deviceThe equivalent of the Droid Turbo would be the Droid Turbo as it is still being manufacturedOur warranty can be viewed at the below link
https://motorola-global-portal.custhelp.com/ci/fattach/get/XXXXXX/XXXXXXXXXX/red...⇄
If the customer chooses to process a replacement for a like for like replacement we would be happy to assist in the matter and may contact customer service at XXX-XXX-XXXX to do so
We consider this resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained to "Ashley", the what I am requesting is not difficultAsking to have the Turbo replaced with the Nexus device is not an upgradeIt is to compensate for Motorola's complete inability to properly update a device that is being illegally advertised as having the Lollipop UpdateThis is considered deceptive business practices and deceiving advertisingFurthermore, the reason for the request of the device is because my Turbo is experiencing several issues related to calling, WiFi, and data coverage as a result of the Advanced Calling update that Motorola pushed out in FebruaryMotorola is the reason the device has issues and Motorola is the reason the device is not currently being upgradedAs I said to Ashley before, Motorola is being incredibly rude and arrogant regarding this device replacementThe Nexus device is a comparable replacementCompanies that actually have decent customer service make exceptions to their policiesIn this case, Motorola is at faultThis matter is not resolved and should not be treated as such
Final Business Response /* (4000, 9, 2015/06/23) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer contacted us and set up an exchangeWe are sending the customer Red Droid TurboWe consider this resolved
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:these clowns at no point
contacted me..not by phone or email They do not follow their own posted processes and provided no customer services at all Yes I did finally receive my refund...after fighting for over a month and fileing Revdex.com complaints...with was the only way I got any assistance at all I am offended by their crap response they sent thru you and would really love to class action sue Motorola I would like this issue and case to be posted all over Motorola consumer rating to try to save thousands of other consumers this anger and frustration Motorolas actions have been nothing but negligent Their business practices should be criminal I will never drop any case I have against Motorola I did not even receive any apology for the month and a half of frustration I experiencedFor their negligent error
Sincerely,
Timothy ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey replaced the device first and I sent the non-working device back to them today.
Sincerely,
*** ***

Complaint:
I am rejecting this response because: I will not except this as resolved until I have the protection plan, the reason I placed the complaint in the first place, and untill that is resolved, it won't change
Sincerely,
Alexander ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I will wait for their call and possible solution before closing this complaint Thank you* *** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have not signed or authorized anything to just left the package in front of the apartment building where anyone on the sidewalks have access to itIt's motorola's fault to pre-authorize *** to do so, and that's why the claim is denied by ***Motorola seems not to care about the safety of the customer's device because no signature is required for such an expensive smart phoneAs far as I know any other big smartphone companies or mobile agent like ***, ***, *** will require customers' signature on smartphone packages
Sincerely,
*** ***

The customer is outside of our day return policy, we will be unable to accept a return or exchangeEven if the device were to be exchanged and have the device would eventually upgrade to the Marshmallow OSWe consider this resolved

We apologize for any inconvenienceHowever, this is our policy and the customer is outside of the return time