Lucine's Auto Sales and Leasing, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11134684, and find that this resolution is satisfactory to me
Motorola has received my original device to examine for the software issue, and exchanged it with a working device
Sincerely,
Raymond ***

The customers device has cosmetic damage which is not covered under the year manufacture warrantyWe would be happy to repair/replace the deviceHowever, we will not waive the fee

It does not matter how far something was dropped for the glass to breakIt may break easier if dropped a certain angle, etc... We would be happy to assist the customer with our warranty optionsIf the customer wishes to follow out warranty options they must by the out of warranty feeIf the customer does not wish to do so we consider this resolved

The customer's device was returned unrepairedThis was returned via *** tracking number *** and delivered on 9/

We have sent the customer and X code to order a new device

I spoke with the customer regarding their replacementOur warranty does state that we will replace with a like for like model meaning the same model number as the device the customer originally purchasedThe customer originally purchased model number *** and this is the model we have
sent the customer as their replacementThe customer chose to unlock their original device and switch to a different service providerWe do not have control over unlocking devices, it is handled by the service providersWe have upheld our warranty and replaced the customers device with a like for like modelWe will not be replacing the device with an unlocked model and consider this resolved

We will not be refunding the customerThe customer has invalidated their warranty by altering the deviceOur warranty states it is our sole discretion what replacement/repair option will be providedI have listed the warranty belowIf the customer does not wish to proceed with the options
provided we consider this resolved. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄

The unit was manufactured in September In the absence of a proof of purchase we will allow months from the date of the manufacture warranty for replacementBased on the serial number provided by the customer, without a proof of purchase it can not be replaced as in warrantyWe do stand
behind our productsHowever, this device shows as over years out of warranty

Complaint: ***
I am rejecting this response because: It is just a delaying tacticThey have told me numerous times they would get back to me and they never do
Sincerely,
*** ***

e will call or email youWe will complete the service and send a device ack to you

We are working on processing the refund and will inform the customer when it's complete

We apologize for the delayHowever, we will not be proving compensationWe consider this resolved

We are not in the position to refund the customer but will be reaching out to resolve

Revdex.com:Thank you for doing the right thing
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because Motorola attempted to fix this phone previously and was unsuccessfulI no longer trust Motorola to repair this phone and am tired of dealing with the difficulties associated with Motorola trying to ship me a phone to my PO box addressThe fact that I was past my initial day warranty was not by my own faultThe day the phone was ordered we cancelled the order onlineWhen Motorola then called the next day to verify an address we tried again to cancel the order and your representative told us it wasn't possible as the order was already being processedThis may have been illegal per the the federal "Cooling Off Rule" which allows for cancellation of online purchases over $within days of purchaseI'm not sure why my father was denied the ability to cancel this order over the phone after the Motorola website had failed to complete the cancellation the night beforeOnce the phone stopped working correctly, which was about 4-days after using the phone, I was told by a Motorola representative over the phone that I could get a refund due to the unique circumstances surrounding this purchase and where I was living at the timeThis call was likely recorded and I would like to know how to request obtaining that recording as proofWhen a client calls customer service they have to trust that the representative on the line isn't giving information or misleading themI don't know why that refund was later denied but we had come to an agreement of a refund over the phoneAdditionally, when my father first filed a complaint with the Revdex.com he compromised and agreed to a replacement phone being sent to usAgain we were mislead by Motorola, or they are just incredibly disorganized, because we were given the same malfunctioning phone that had just been reassembledTo me a "replacement" means a different/new phone, obviously Motorola meant something elseIf Motorola cant afford to give me my $back then they could at least offer to give me a brand new phone instead of offering a 2nd attempt at repairing the same issues in the same phoneIts obvious to me that Motorola is unconcerned with customer satisfaction which is why I just want a refundI no longer want to have to identify myself as a Motorola customerIf I continue to get the same textbook response about the day warranty, it will be clear that nobody is really paying attention here and I will call Motorola yet again in an attempt to connect with someone who might actually listen or care about this incident
Sincerely,
*** ***

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 customers replacement is scheduled to ship via *** tracking number *** *** ***It is estimated to be delivered on Monday, 3/

Complaint:
I am rejecting this response because:the business is not honoring their warranty
Sincerely,
Ross ***

The customer's replacement is shipping today via *** via tracking number is *** *** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
A warranty exchange was processed for the customer on 6/16/The customer was sent a prepaid *** ** shipping label to return the defective deviceTracking number
XXXXXXXXXXXX
We will be reaching out to the customer to see if they need any additional assistance, however we consider this resolved