Lucine's Auto Sales and Leasing, Inc.

The refund was processed on 1/27/and should be reflecting in the customers account at this timeWe consider this resolved

We would be happy to replace the deviceWe will not be offering a discountIf the customer does not wish to take advantage of our processes we consider this resolved

We provide the replacements options so if a customer does not have the funds to process an Advanced Exchange and get the replacement first they have the options to send their device in firstWe will not be refunding or waiving the premium fee and consider this resolved

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: Ashley
Contact Email: ***
We are sending the customer a replacement Moto today via Fed Ex tracking number *** We consider this resolved
Initial Consumer Rebuttal /* (2000, 7,
2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Motorola Mobility response in regards to the problem mentioned earlierBut I will not risk getting in trouble sending the refurbished watch back due to the fact the item leaks electrolytic material substance from battery which is considered hazardous by any shipping meansIf you are willing to have someone pick up the item in Los Angeles, California I am willing to give backBut thanks Again Motorola

Revdex.com:
I have not reviewed the response made by the business in reference to complaint ID ***However, I did get a
nice call from Motorola and received replacement phone yesterday.Therefore I find that this resolution is satisfactory to me and really appreciate Revdex.com help
Sincerely,
Igor ***

Complaint:
I am rejecting this response because:Characterizing the broken
behavior caused by a forced update as correct behavior doesn't make it acceptableIf all complaints were resolvable by "horrible behavior is what we intended" there would really be no need for anyone to be accountable for anything in business which is what it seems Motorola intends in this issueYou can either make an update optional for legacy hardware that is performing correctly (without visual defect)and advise users to upgrade at their own risk or you can force users to update and provide quality commensurate with what was present before the updateMotorola has broken my property with a digital push of software they created from servers they ownedThis is no different than walking into my home and hitting my watch with a hammer and telling me thats how they want it now so they aren't going to fix itIt's irrational to think I need to experience this sub par, never previously seen, behavior on my watch because they can't manage to update their products effectively or haven't provided a means to revert to an earlier more effective set of softwareThis issue (and motorola's response in other complaints) has been detailed on the internet and is a pattern of behavior to deny accountability for their actions. Links showing issues/quality feedback for this update:http://forum.xda-developers.com/moto-360/help/marshmallow-update-woes-t33...⇄ showing it is possible to revert to early version contrary to Motorola's claim:http://forum.xda-developers.com/moto-360/help/to-downgrade-t
Sincerely,
Marc ***

Contact Name and Title: Kristin
Contact Email: ***@motorola.com
We were unable to locate any contacts from the customer in regards to this particular issue in our systemWe apologize if the customer was incorrectly informed that his device would be receiving the Android Marshmallow update as
this is not correct information
Motorola is not solely responsible for releasing updates to the deviceAndroid, Motorola, and the carrier all work in collaboration on updatesIt is not solely up to Motorola whether or not this device would receive an update
The 2nd Generation Moto X for Verizon will not be receiving the Android Marshmallow updateThe 2nd Generation Moto X was guaranteed one Android updateThe device started out with Android KitKat and was then updated to Android LollipopMotorola has fulfilled their commitment with this deviceWe consider this matter resolved

Complaint: ***
I am rejecting this response because:Saying were not helping despite noting that the device is defective and acknowledging I was told I was having a warranty
Sincerely,
*** Gust

Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We *** reach out to correct contact to get issue resolved with the customer

We are reaching out to the customer to resolve

Per our records we show that the customer was able to activate the device and it is currently in use

The customers replacement was delivered on 2/via *** tracking number ***Two refunds in the amounts of $and $were processed on 2/and will reflect back in the customers account within 2-business days

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
But only barely, as I would
have preferred a refund to a replacement since I have little faith that the replacement will work without issue, and I dread having to deal with either Motorola Repair, or Customer Service ever againMotorola did only the bare minimum for me - provided me with a working phone in new condition, weeks after I bought the original phone and weeks after I first had to return it for repairThey agreed to replace the phone only after numerous phone calls, chat sessions, trips to my local FedEx office, and a formal complaint to the Revdex.comAnd when I asked that they send the replacement without delay instead of making me return my damaged phone first, they would only do so if I provided a credit card for a deposit, which I found insulting under the circumstances
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,
*** ***

We have placed an order for a replacement *** *** for the customerThe customer may change it themselves or take it to *** for assistanceOrder # ***The customer will receive a confirmation email when it ships out

We are not in the position to refund the customerIf the customer wishes to follow our warranty policy/options we would be happy to assist themThey may contact customer service 800-***

Per our records the customer has not been chargedTherefore they will not see a refund coming back into their accountWe had a security hold/pending authorization placed on the customer's account for the RMAWhen the RMA closed this was released and should have dropped off of the customer's
account at this pointThe only thing the customer should see on their account is the charge for the Premium Fee in the amount of $We attempted to charge the customer the physical damage fee for the cracked screen on their deviceHowever, it was declined by the customer's bankIf the customer sees any other charges on their account other than the $we would request a copy of the statement showing the chargesIf the customer still sees a pending charge/authorization on their account we recommend they contact their financial institution as the funds have been released on our endWe 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
Sincerely,
Joe* ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will workI am extremely unhappy that it took a complaint to the Revdex.com to get the rear housing cover for my son's phoneAnd this after I had to scour the internet to find and order the original part in the United States! I will also add that the RMA I printed specifically stated to remove accessoriesIt never specified to remove the rear housing cover!! Which, technically, is not an accessory!
Sincerely,
Jennifer ***

The customers device was updated to the newest operating systemAll Android devices will allow you to select no and deny the updateHowever, all devices are updated automatically after a certain time of the update being availableSoftware updates are pushed out by carriers not the manufacture
Once the operating system is updated the device can not be reverted back to the old operating systemIf the customer is still having technical difficulty with the device we would be happy to replace itHowever, if the new operating system is available on that replacement device it will also receive the update