Lucine's Auto Sales and Leasing, Inc.

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: My complaint is regarding the inflexibility of the stated return policyOther consumers have a right to know how terribly Motorola treats loyal customersAny company that hopes to thrive should treat its customers with respect, and give their staff the flexibility and power to make things rightI am just so devastated that this formerly American company (now American subsidiary of ***) seems determined to put itself out of business with completely unacceptable customer service policies
Sincerely,
*** ***

The year manufactures warranty on the 1st *** *** X ended on 11/21/We would be happy to replace the customer's device, however, there will be an out of warranty fee of $plus taxThe *** is still covered under our year manufactures warranty, however, the device has cosmetic
damage which is not a manufactures defectTherefore, there is a fee to replace the device, $plus taxWe do not repair either of the devices and they would be replaced with a like for like reconditioned/refurbished devicesWe will not waive or lower the cost of the feesIf the customer does not wish to take advantage of our replacement options we consider this resolved

I have already personally spoken with this customer in regards to this complaint The customer informed me that he had gotten his watch wet which is what caused it to flicker The customer also sent pictures of his device clearly showing liquid damage In these pictures is it clear
there was a large amount of liquid under the glass face of the Moto *** Motorola's manufacturer warranty clearly states that liquid damage voids the manufacturer warranty The warranty can be located here; https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ website clearly states that the 2nd Generation Moto *** is water resistant, not waterproof It also explains the 2nd Generation Moto *** should not be used for any underwater activities This information can be located here; https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/...⇄ The IPrating description states that it does not protect against any pressurized stream of water.The customer's device clearly has liquid damage based on the statements he provided to several Motorola representatives and the pictures he provided to our company Due to this liquid damage his manufacturer warranty is void We are not in the position to replace the customer's device Motorola considers this matter resolved

A replacement has been shipped via *** tracking number *** and is expected to be delivered today

The customer purchased their device in December We have a days return policyTherefore, we are not in the position to refund the customerWe are unable to repair the customers device, and have emailed them a redemption pin to go on our website and order a brand new replacementWe
consider this resolved

If the device is not in English the customer may call customer service and ask to speak with technical support for assist in getting the device back into English so it may be usedAll replacement devices has a day warranty or the remainder of the original year warranty, whichever would be greater

We are sorry to hear about the issues the customer and his wife are having with their devicesWe have never received any contact from the customerWe would be happy to assist them with trouble shooting the devicesIf trouble shooting is not successful we would then provide repair/replacement
optionsIf the customer wishes to proceed with trouble shooting the devices they may contact customer service at 800-***

We would be happy to assist the customer with warranty options after they have gone through trouble shooting with our Level technical supportThey may contact customer service at *** Monday - Friday from AM - PM CST and request to speak with Ltechnical support for assistance

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,
*** ***

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We offer two different replacement options for the Moto The customer has already selected and processed the return and exchangeIf the customer is interested in
canceling the return and exchange and processing the secure advance exchange he will need to place an authorization hold of $plus tax on his credit cardThis allows the customer to receive a replacement before returning his original deviceThe hold is to ensure his original device is returnedThe customer will not be charged as long as his original device is returnedIf he would like to cancel his return and exchange and process the secure advance exchange he will need to call to do so
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not the information that I was providedWhen I called I was told it was So this is not correct
Final Consumer Response /* (4200, 11, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Motorola double charged my card the first time and I was told by my card I had to wait for those to clearThis also left me unable to use that card for my vacation this last weekendI was going to call today but just got another email they tried again and now my account has been locked due to suspect charges
Thanks Motorola for messing my account up
Final Business Response /* (4000, 13, 2015/07/07) */
With the customer's approval, Motorola attempted to process an authorization hold on his credit card on 7/1/This authorization hold was declined by the customer's financial institutionI informed the customer this and advised him he would need to contact his financial institutionI verified in our system at that time that the customer's card was not authorized or charged any amount of money as the authorization hold was declinedThe customer was informed of thisThis information was verified again todayWe have not charged the customer's card twiceIf the customer is seeing a charge he will need to speak directly with his financial institution as we have no authorization hold on his credit card due to the fact that his financial institution declined the transaction

Complaint: ***
I am rejecting this response because:From: *** *** [mailto:***@gmail.com] Sent: Friday, November 11, 10:AM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #*** Why can I not reject this? I am trying to reject the business's claim but cannot.I reject the claim based in physical evidenceThe capacitor exploded due to a bad battery (known manufacturer defect which *** has created an easy replacement process for) causing capacitor gel to leakThis liquid is what turned the liquid damage indicator to red.
Sincerely,
*** ***

All subsidy codes are provided by carriersTherefore we can't provide a code and consider this resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137296, and am happy with the solution they have provided for me.
Sincerely,
Marissa ***

Below is a link to our warrantyThe customer's device has cosmetic damageCosmetic damage is not covered under our year manufactures warrantyThe customer has been provided with our replacement optionsIf the customer does not wish to take advantage of them we consider this
resolved. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄

The customer voided the warranty by unlocking the deviceOur warranty states that warranty will be voidTherefore, we will not be replacing or repairing the customers device and consider this resolved

Initial Business Response /* (1000, 5, 2015/04/09) */
Contact Name and Title: ***
Contact Email:***
Reaching out to the customer to advise since he just purchased the device, we can provide him with a new Nexus instead of certified like new

Our warranty states that we will replace devices with reconditioned/refurbished devices or new devices depending on the availabilityThe customer device was shipped out on 10/via *** tracking number *** and is expected to be delivered on Monday

We will not be repairing or replacing the device as it was not purchased through an authorized sellerWe consider this resolved