Lucine's Auto Sales and Leasing, Inc.

We would be happy to replace the deviceHowever, it has physical damage which is not covered by our year manufactures warrantyIf the customer would like to replace the device they will need to pay the physical damage feeIf the customer does not wish to pay to get a replacement we consider this resolved

We would be happy to replace the customer's deviceHowever, our warranty specifically states that it is under our sole discretion whether we replace the device with a refurbished/reconditioned or a new modelAt this time we do have refurbished/reconditioned models available and that is what we would replace the device withIf the customer does not wish to accept this we 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 at this point. Will wait to see if the NEW item is in working condition.
Sincerely,
*** ***

We are currently working on the refundOnce it's completed we will email the customer to let them know

Complaint: ***
I am rejecting this response because: The system should have not let me put in the RMA if the device is no longer covered. Period. Take ownership of your faulty system
Sincerely,
Joseph ***

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,
*** ***

The customer has been refunded in the amount of $It will reflect back in the customers account within 3-business days

Contact Name and Title: ***
Contact Email: [email protected]
The customer set up a Return and Exchange RMA with us yesterday to receive a replacementOnce we receive the customer's defective device a replacement will ship out

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 have contacted me and sent a replacement device that has functional ***I appreciate their help and yours in resolving the matter, though I wish it had not required such lengths for resolution
Sincerely,
Mike ***

The customers replacement has shipped via *** tracking number ***It is expected to be delivered today, 2/

Hello Verlyn,Thank you for providing additional informationAfter further review it has been determined that you do qualify for the Moto ZPlay and JBL Soundboost promotionFor easier convenience we have resubmitted the claim on your behalfPlease keep an eye on your email as you will receive
tracking information when the JBL Soundboost ships outPlease allow 4-weeks for your shipment to arrive.Best Regards,AshleyMotorola UCC Team#BecauseMotoCares #MotoLove

The customer has never contacted us regarding the issues they were having with their device and worked directly with VerizonWe are not in the position to refund the customer for anything and consider this resolved

Complaint: ***
I am rejecting this response because, I have asked since November to redesign my device and have been given excuses that first it was too long out of date to return I had a
two week return policy mind you they build the phone in three weeksThe device has been faulty since receiving it and having them tell me all I am getting is like for like for a design I didn't like upon receiving is unacceptableEither they can give me the chance to redo my device like how I want or a complete refund
Sincerely,
Jeffrey ***

Complaint: ***
I am rejecting this response because: The business provides assistance unlocking bootloaders on most of its phones, but not mineThis contradicts the given response from the company where it states that it does not provide such assistanceThe company does not own the device but is effectively preventing me from using it in a secure fashion by forcing me to use an outdated, vulnerable operating system on it
Sincerely,
*** ***

A new RMA was processed for the customer by Jessica in our Executive Customer Relations DepartmentWe consider this resolved

Due to the phone being purchased from and returned to we are not in the position to refund the customerThe device was returned to Verizon therefore, Verizon should be refunding the customer

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The address was updated on 9/4/We consider this resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
Yes, they updated the address, can you forward this question to them? How can it take more than hours to fix this? Why are they not doing their job properly in the first time?
Final Business Response /* (4000, 9, 2015/09/10) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We apologize for the time frame that it took to update the informationWe *** be providing coaching to the people the customer spoke with where necessaryWe consider this resolved

The customer purchased the device from *** *** over days ago, our return for refund policy is daysTherefore, we are not in the position to refund the customerWe would be happy to repair the deviceThe customer was offered the repair and the declined this offer

Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title:***
Contact Email: ***@motorola.com
I *** reach out to the customer for replacement options
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
They have not called me nor have they done anything to issue me a FREE CUSTOM REPLACEMENTI paid $for this phone, the software crashedIt's their job to help me, the customer, replace my custom Moto x
Final Business Response /* (4000, 10, 2015/04/20) */
The customer was provided a redemption pin to customize a brand new Moto X 2nd Generation on 4/20/

The customers device is out of warranty and we no longer manufacture the device or repair the deviceTherefore, we will not be repair or replacing the device and consider this resolved