Lucine's Auto Sales and Leasing, Inc.

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,
*** ***

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

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

This is resolvedThe customer was refunded on 12/

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

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

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

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

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

The customer's device is obsolete (no longer manufactured and we no longer carry the parts)The customer is also out of warranty, the device the customer is requesting be replaced is a replacement device that was sent to them in January Replacement devices has a day warranty or the
remaining warranty on the original deviceIf the customer is within the year manufacture warranty we need a valid receipt or proof of purchased to proceed furtherIf the customer does not have a receipt or proof of purchase we will not be replacing the device and consider this resolved

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

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 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

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

We will not be refunding the customer as they are outside of our return time of days and we will not be providing the customer with a brand new deviceOur warranty states that at our sole discretion we will replace or repair the device with reconditioned/refurbished parts or productsReplaced the device with a new device or refund the customerBecause we have replacement parts/products available the only option is to replace the device with a reconditioned/refurbished device. We are in the process of sending back the replacement device to the customer that he originally refusedIf the customer refuses the package again we will not be doing anything further for the customer as we are following our warrantyOnce the tracking number is available we will inform the customer

The customer contacted us yesterday and processed a Return and Exchange RMAWe are not in the position to refund the customer as they purchased their device from Verizon and it was purchased over days ago, which is our return policyIf the the customer sends in their defective device we will
ship a replacementIf the customer does not wish to send the device in for the replacement we consider this resolved

Contact Name and Title: ***
Contact Email: ***
The customer has been provided with our replacement options
We will not refund the customer or replace the device with a new deviceOur warranty states it is at our sole discretion whether we replace with a
refurbished/recondition or new device or refund the customerAt this time we have refurbished/reconditioned replaces available, therefore, this would be the option provided
These are the options available if the customer does not wish to take advantage of the options provided we consider this resolved

Complaint: ***
I am rejecting this response because: It is a manufacturing defect and if I had known the product would only last a year I wouldn't have bought any product from your company
Sincerely,
Jeffery ***

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 ***

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