Lucine's Auto Sales and Leasing, Inc.

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title:***
Contact Email: ***@motorola.com
We *** be reaching out to the customer to resolve
Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */
Also I want to add that I have an email, sent from Motorola,
dated yesterday that says " "This is a follow up email with regards to inform you we receive original defective unit under TN XXXXXXXXXXXXXXX on 07/22/2015""
So on 7/they had received the original defective unit, but now in order to avoid giving me a refund*** is now claiming they did not receive it
Furthermore*** offers no explanation for why I started getting emails that the device was late in being returned before I even received the replacement
Motorola appears to have mixed up my return with someone else
I want to further point out that the timeline of events does not make the claim by*** that the container was empty credibleThe correct tracking number, *** XXXXXXXXXXXXXXX, shows that the device was received by Motorola on 7/If a package is damaged in transit a shipper such as *** *** note that damage, but no damage is noted hereThe phone was returned in the softside mailer that Motorola supplied, and was signed for by a Motorola employee who we are supposed to believe did not notice by weight or feel that the package was empty
As noted, the package was received on 7/When I got the notice of being charged since they did not receive the phone on 7/29, or one week later, the notice did not say they got a package and it was emptyWhen I called to see why I was being charged since I returned the phone the Motorola employee I spoke with did not say the package was empty, and in fact sent me an email saying "his is a follow up email with regards to inform you we receive original defective unit under TN XXXXXXXXXXXXXXX on 07/22/2015"
But when I file a complaint with the Revdex.com all of a sudden*** on 7/all of a sudden, and for the first time by a Motorola employee, claims the package was emptyI believe they are just claiming this to avoid the refund they owe me
This phone has been mis-tracked by Motorola from the startEven before I received their replacement they were sending emails asking why I had not returned itAfter it was in the mail I received a 2nd email telling me I needed to mail the phone backThey signed for receiving the package, I have an email from them saying they received the phoneThe claim by*** they didn't get it after all, a week after the supposedly empty package showed up and a day after I was told they had the phone, simply is not credible
Final Business Response /* (4000, 12, 2015/07/31) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The emails the customer received regarding the return are automated and sent out automatically when an RMA is processedThe customer did return a package on under *** tracking number XXXXXXXXXXXXXXX and we did receive the package on 7/Our warehouse noted the RMA on 7/stated the package we received was emptyWe apologize that the agent the customer spoke with on 7/did not communicate this information to the customerIn order to process a refund back to the customer the customer needs to file a claim with *** and the claim needs to be acceptedIf *** does not accept the claim we are not in the position to refund the customer

Contact Name and Title: ***
Contact Email: ***
We would be happy to replace the customer's deviceHowever, the customer is outside of our year manufactures warranty
If the customer wishes to exchange the device there would be an out of warranty fee in the amount of $
to replace the deviceWe do not repair the device and we would not offer an upgrade as replacements are available for the customer's original device

Contact Name and Title: ***
Contact Email: ***
The customer is correct that this is something that we are covering under our year manufactures warrantyThe customer purchased their device on 9/5/Therefore, the customer is no longer covered under the year manufactures warrantyIf the customer wishes to replace the device they will have to pay the out of warranty fee of $plus tax

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am not satisfied with the resolution but at this point I am tired of
dealing with itMotorola's resolution was to replace my phone with a different design that does NOT include the exclusive features of my original modelIt does not have the exclusive color, leather back, or engravingTo get the leather and engraving it would have cost me more and the exclusive color, I was told, was not an option. I have accepted the replacement phone because I NEED a phone and can no longer afford to waitI am NOT satisfied but the matter can be closedI will take my future business elsewhere.
Sincerely,
*** ***

Contact Name and Title: ***
Contact Email: [email protected]
We are unable to find any replacements the customer has processed with us in the pastIf the customer wishes to process a replacement with us the options that have been provided are the options availableIf the customer does not
wish to pay the Premium Fee to receive a replacement device first they may process a Return and ExchangeWe will not waive the fee

This is resolvedThe customer was refunded on 12/

We have sent the customer an x code via email at johna***@hotmail.com please be sure to check your junk/spam folderPlease take the x code to www.motorola.com/us/designit to order a new device

Our warranty states that we will either repair, replace or refundOur warranty can be found at the below linkThe customer contacted us on 3/and setup a new Repair and Return, RMA 160326-Once the device is received it will be evaluatedIf it is able to be repaired it will beIf not
the customer will receive a replacement. ***f

The customers device has been out of warranty since 1/26/and has physical damageWe will not be replacing the device, the RMA has been cancelled and we have reversed the authorization feeThis will drop off the customers account within 3-business days, depending on the customers financial
institution it may take up to daysWe consider this resolved

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
In addition I would like the file to reflect the additional comments below
Sincerely,
Dylan *** ---------------------Additional comments:The replacement Moto g5s plus was received on Monday, 12/18/2017, and brought to the Troy *** storeSpeaking with the *** Representative some phones are sim card specific. So, I called Motorola tier technical support to ask which sim card to use. Motorola did not know which sim card to use. After trying several sim cards, sim *** was compatible with the phone. I called Motorola back and let them know that for this particular model sim *** is compatible.A couple of take home lessons from this experience. The original Moto 5gs plus phone from the third party vendor (***) was not set up properly. This was not an isolated case, because the replacement phone had the same issue. The *** network could not recognize the replacement phone either. Motorola 3rd tier technical support acknowledged this as an issue with the phone. A third replacement phone was sent to me directly from Motorola because they could not solve this issue quickly. So, to me this indicated a software glitch in this particular model with the *** system.This has frustrated me and numerous other customers. The Troy *** Rep stated that all the phones of this model brought to the store did not work. Maybe they were all purchased 3rd party like the ones from ***. Regardless, this is not good business practice. These individuals more than likely returned the phone and bought a competitor’s phone instead, so Motorola is losing business.When I was in consulting, my immediate supervisor made sure I crossed my T’s and dotted my I’s. Others in my office did not. I was working on the *** *** *** *** *** project in downtown Milwaukee, WI at the time. I was not able to complete the project deadline before leaving for my Christmas vacation. In my absence, the project was rushed through to meet design deadlines. The project was constructed and during the first major rain event, there was catastrophic failure of the sediment liner system. This cost the design engineering firm a large sum of money. Simply because, the project was rushed through to meet a deadline.The analogy here, is the Moto g5s plus special addition was released for the holiday sales season. There appears to be a glitch in the programming. Motorola is aware of this glitch, yet they continue to sell the item. My guess is that they are making more money than they are losing from dissatisfied customer, but they are doing more damage long-term by losing customer loyalty. More than likely, these customers will never buy a Motorola product again.What would be helpful for both consumer and retailer would be communication between corporate Motorola and Corporate *** with regard to sim card compatibility. Motorola and *** should work together with technical support and the retail stores to come up with a list of compatibly sim cards and phones. This information should be distributed company wide.I will admit, that Motorola’s approach was more honest than my dealings with *** (NYS Attorney General’s File Number 2015-***, Revdex.com complaint ***, and FTC complaint *** Against ***). Two individuals in particular were arrogant and condescending towards me. After my claim was proved true, I requested an apology from Jake’s supervisor. No apology was received. My Revdex.com complaint about *** resulted in *** discontinuing the freezerless refrigerator with the thermostat control issue, and buying back the refrigerator at list price for destruction. At least Motorola was honest, and I respect that, unlike ***.Customer service reps for both *** and Motorola were professional. For Motorola, Kevin in tier support was patient with me explaining the issues to him, and Rebecca resolve the issue quickly (it took over four months with *** compared to three weeks). The *** store managers (Nate and Joel) were also professional. I will do business with Motorola and the Troy *** store again and recommend others dues the same. That is not the case with ***.The product is also great. The moto 5gs plus replaced an *** 5. The moto 5gs plus is far superior in speed, graphics, voice, software logic, and price. Personally, being an engineer, I do not find that *** products follow a logical sequence. Another novelty about the phone is it actually is designed to be used as a phone. The voice quality is superior to the *** 5. On the first phone call to my wife, she commented on how clear I sounded. That never happened on the *** 5. All of this for a list price of $Several people I have demonstrated the phone to will be upgrading with this phone or a similar phone. I have and continue to recommend the moto 5gs plus to others.Very Truly Yours,Dylan T***Satisfied Customer

The only contact we have received from the customer is an email with the same information that's listed in this complaintWe would be happy to assist the customerHowever, we need more informationIf the customer is outside of the *** *** return time they would need to follow our warranty
optionsThe customer will need to call into customer service at 800-*** and go through trouble shooting with our technical supportIf trouble shooting is unsuccessful we would the discuss repair/replacement options if applicable

We will not be upgrading or refunding the customer for the devicesWe would be happy to repair/replace but the customer must follow our standard optionsIf the customer does not wish to do this they may go back to *** and we consider this resolved

The customer spoke with our Repair Escalation Team on 4/and requested their RMA be cancelledWe would be happy to replace the deviceHowever, because the customer has cancelled their RMA it can not be replaced and a new RMA would need to be createdThe device was purchased from ***
Therefore, if the customer wishes to be refunded they would need to return the device to *** and receive the refund from ***

The customer has been working with our Level technical support teamIf they have further issues they have their contact information to complete further trouble shooting

We no longer have the original device, it has been sent off for partsAs stated we have upheld our warranty and replaced the device like for like of the original modelThere is nothing further we will be doing and consider this resolved

The customer has been working with our Universal Command CenterThe mods will be shipping out to the customer within 4-weeks

Complaint:
I am rejecting this response because: Sure a number was provided verballyBut the same run around existIf they really wish to resolve this complaint, replace the headphones as promised.
Sincerely,
Mark ***

The customer was contacted by, Matt, our Support Forums ManagerWe will not be replacing, upgrading or refunding the customerWe consider this resolved

Complaint:
I am rejecting this response because: When I purchased the item I was lead to believe that it would work on my carriers cellular networkAt the end of the purchase online the system asked me if I would like a sim card for ***It gave me the option to either order one through Motorola directly or order it through my carrierI opted to order it directly from my carrierThe item was purchased as a gift and was never used between 12/when it was delivered and 1/when I tried to activate it on ***'s cellular networkThis is the most terrible customer service I have ever encountered from a companyI had planned on purchasing a device to replace this one and another device for myself and in addition a pet containment system from Motorola's websiteIf this item is not returned I will never purchase a Motorola product againNot to mention the additional time and hassle I spent in communication with Motorola's customer serviceI was contacted on 1/by customer service and asked to wait on hold for minutes to speak to a different "executive customer service department"Who then told me they would do nothing to help me as well
Sincerely,
William ***

We will not be honoring a return, exchange or refund as the customer is outside of our return time of daysThe customer ordered the device on Cyber Monday, The Moto X Pure Edition was not part of this saleWe consider this resolved