Lucine's Auto Sales and Leasing, Inc.

The customers device has been replacedThe replacement is expected to be delivered today, 5/

The customer's device is obsolete (no longer manufactured and we no longer carry the parts)The customer is also out of warranty, the device the customer is requesting be replaced is a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 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

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

We would be happy to replace the customers deviceHowever, the customer is outside of the year manufacture warrantyTo replace the device there would be an associated out of warranty fee in the amount of $plus applicable tax to replace the deviceIf the customer does not wish to proceed we
consider this resolved

Complaint:
I am rejecting this response because:If this is the best they can do than this matter shall stay unresolved and let it be known that Motorola does not stand behind their product! Please post accordingly so others may be informed and deter from doing business with them!
Sincerely,
Chad ***

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 ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is
satisfactory to meA replacement phone is now being sent to me It is unfortunate how much effort and time on my part was required to get a timely replacement to my phoneMotorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting
Sincerely,
*** ***

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

The customer spoke with our Executive Customer Relations Department on 5/and processed a Return and Exchange RMA ***-***Once we receive the customer's device a replacement will be shipped out

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The customer chatted with us on 3/and set up a Return and ExchangeThe customer was told that we would provide him with a prepaid return label and a boxThis was a mistake
on our end as we do not provide packagingThe customer can to go Fed Ex and provide them with the prepaid label and they *** provide the customer with free packaging to return their device
The customer's Return and Exchange has been closed due to the device not being returned within daysIf the customer would like to process another replacement they may contact customer service at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** not accept this option at this time it was not my fault you guys have made a mistake and told me a lie not once but times as my second chat with you guys told me again you would send a box and now I have waited months and had to call in and be treated horribly by the customer service phone number you are asking me to callI would like a overnight label sent to me to return the phone and my replacement also overnighted to me for your lies and inconvenience of having to contact you yet again after you hung up on me
Final Consumer Response /* (2000, 18, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept I have a working phone but I am still disgusted with the lies of customer service and the lack of help to get the issue resolved and the loss of a month worth of my cell service
Final Business Response /* (4000, 16, 2015/07/21) */
I worked on the case with *** WallaceAfter reviewing the customers case history he did call in on 7/9/and processed and new exchange with usA replacement device was shipped to the customer via Fed Ex tracking number XXXXXXXXXXXX and delivered on 7/15/
Thank you,
***

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer was refunded $on October It can take 3-business days to reflect back in the customer's accountWe are processing the refund for the remaining $and
the customer *** see this reflect back in their account within 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After hours and hours on the phone they finally corrected their mistake although waiting 13-business days for a refund is absolutely ridiculous at least I *** finally get my money back

Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We will be reaching out to the customer to resolve

We will be refunding in the form of a checkThe check will be mailed out around May

The customer must get the information from their minor brother to unlock the deviceWe do not provide replacements devices for this issue as the phone is still in working condition the information is just required in order to use the deviceOnce the customer is able to get into the device and if
they still have problems they must speak with our technical support to go through trouble shootingIf trouble shooting is unsuccessful we would be happy to provide our repair/replacement optionsHowever, because the customer is outside of our year manufacture warranty they will have to pay the out of warranty fee to get the device repaired/replaced

Our accessory team will be reaching out to the customer to set up a replacement

We will be allowing the customer to return the defective replacement for a refund of the original order

We will be reaching out to the customer to refund

Complaint: ***
I am rejecting this response because: I was
never informed by Verizon to contact you. I was told there was nothing else they could do/offer for my defective phone. As the manufacture, I feel as though you are responsible for selling defective phone you are selling through Verizon
Sincerely,
Daphne ***

Complaint: ***
I
am rejecting this response because:I will not spend time to work for MotorolaA phone requires my attention is fineIf it takes hours to care, I cannot afford the time.I understand Motorola has its policy that customers must go through time consuming process to get the phone repaired, which is even longerI wish Motorola the best in the future
Sincerely,
*** ***