Lucine's Auto Sales and Leasing, Inc.

The customer has been provided an X code to order a replacement device

We are standing by our warranty by offering to repair/replace the customer's deviceWe will not go outside of the replacement options the customer has been providedIf they do not wish to follow our replacement options we consider this resolved

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

Complaint: ***
I am rejecting this response because:
This defect is a manufacturing error and I shouldn't have to pay for the repair
Sincerely,
*** * ***

Complaint: ***
I am rejecting this response because: The company, Motorola, did NOT specify that they would repair the OBVIOUSLY faulty device, that is five months oldThey committed to REPLACE the phone!! READ your OWN wording to us in the complaintYOUR representative said if we go with option 1, which put my wife without a phone for almost a month, that you WOULD replace the deviceYOU failed to do that, and are therefore guilty of lying to a customerAND refusing to call me back after promising to do multiple times is Atrocious customer service!! So NO I don't accept your resolution!!!!
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,
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 ***

We have several Moto Care Plans and each are different for every deviceThe customer has a 2nd Generation Moto X that was purchased on 12/22/The Moto Care option available for this device is the Moto Care Accident Protection PlanThis plan can only be purchased within days of the device
shippingThe customer's device shipped out on 12/25/Therefore, it is no longer eligible for the Moto Care Accident Protection PlanWe consider this resolved

We will be refunding the customer the $and will reach out to the customer once it's completed

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 made a one-time exception and replaced the phone.
Sincerely,
*** ***

The customer's device is shipping out today via FedEx tracking number *** It is expected to be delivered on Wednesday

We apologize the customer received their device back and were unable to turn it onA new RMA for repair and return was created yesterday, 4/so they customer may send the device in for repairThe customer was provided with a prepaid *** label to send the device in, tracking
number ***Once we receive the device it will be evaluated and if it can be repaired it will be repaired and returned to the customerIf it is unable to be repaired the customer will be informed and a replacement will ship outOnce the device is repaired or replaced it will be shipped out with *** 2nd day shippingWe do not send packages overnight or next day airWe apologize for any inconvenience this has caused

We no longer manufacture the Moto G 2nd Generation, therefore we will be unable to replace with brand new devicesWe would be
happy to repair/replace the customers device but they will be replaced with certified like new devicesIf the customer does not wish to take advantage of our repair/replacement options we consider this resolved

We do not have control over the updates on the customer's deviceThe customer spoke with our Level Technical Support Team on Thursday and was explained that we have no control over the apps and they would need to reach out to ***

Complaint: ***
I am rejecting this response because:Yet again, like a broken record, Motorola has refused to address the issue at hand: the warranty was never honored That is the issue and they have consistently failed to respond to this issue I consider this open and unresolved until they address this issue
Sincerely,
Thomas Bell

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer spoke with our Executive Customer Relations Department yesterday regarding this orderThe customer was told that we can not refund for the order until we have
received the product backThe customer was sent a prepaid return label, once the device is returned the customer *** receive their refund within 7-business daysWe did cancel the Moto Care Accident Protection Plan yesterday and the refund customer *** receive that refund within 7-business days
We *** not refund the customer the remaining amount until the device is received
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unsatisfactoryThe company has failed to satisfy a single promise madeThree different shipping/delivery dates were given and none of them were correctI was told by a supervisor at the company that my order was cancelled when it was not
I have absolutely confidence that returning my item *** result in a refund, given the experience so far with the companyIf this is a mutual exchange, they are the party responsible for proving trustworthiness at this point
I do not accept excuses about their logistics problems or "small window of ability to cancel an order"For an online retailer, these excuses are beyond ridiculous
Motorola can refund my money and apologize for giving me information on separate accounts, and I *** return the itemThat is the only satisfactory conclusion, and I am not even asking yet for the opportunity cost of the hours of time I've spent talking with their support staff under pretenses provided by that staff
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lying and/or misinforming a customer on separate occasions and not following through with a single promise made, and then demanding to set the terms for recompense which happen to require further trust from the customer is not acceptableIt doesn't resemble a transaction between two equal parties; it is bullying
There also comes a point at which continuing to advertise "delivery" dates or shipping dates that you cannot meet becomes outright fraud
Final Business Response /* (4000, 9, 2015/10/01) */
Contact Name and Title:***
Contact Email: ***@motorola.com
I apologize for the misinformation the customer received when they were informed the order was cancelled and for any inconvenience this may have caused
We *** not refund the customer until the product is received backIf the customer does not wish to return the product we consider this resolved

Complaint:
I am rejecting this response because: warranty replacement for broken item should be free without any hidden costs
Sincerely,
Eugene ***

The replacement device has shipped via *** The tracking number is *** and it is expected to be delivered on 1/26/

We will be reaching out to the customer and are working on processing the refund

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-***