Lucine's Auto Sales and Leasing, Inc.

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 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

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

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,
Neri ***

Complaint:
I am rejecting this response because they have not taken care of any issues
Sincerely,
Dorothy ***

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,
Laurie ***

The customer's device was sent to Motorola for a replacement due to him stating the device kept freezing However, the device arrived with a cracked screen The customer stated he had not broken the screen so the device must have been damaged in transit to Motorola A claim was
filed with *** for the damaged packaged and *** denied this claim The customer was given the option to pay for the broken screen or to have his phone returned to him unrepaired The customer chose to have his phone returned unrepaired The unrepaired device was shipped back to the customer with *** tracking number *** *** *** The customer was provided with this tracking number and was advised the package was in transit to him The package was delivered to the customer's address on 3/8/at 9:am The customer contacted on 3/9/stating the phone was not received A claim was filed with *** for the lost package A trace was completed with the *** driver and he confirmed the package was delivered to the correct address *** denied the claim and refused to pay for the lost package Since *** denied this claim Motorola will not be shipping the customer another device Per our records the customer's device was returned to his proper address on 3/8/ Motorola considers this matter resolved

Complaint: ***
I am rejecting this response because: their policy states (option #3) that they will refund the purchase price, but company refuses to do soAlso with other "warranty options" they will be charging ME the value of the phone to replace, which is ridiculous and I refuse to doNot to mention the customer service was the worst I've EVER receivedI will never purchase from Motorola again and DEMAND a full refund of their faulty product!!!
Sincerely,
*** ***

When the customer processed their exchange they did not state anything about the device having a broken displayWhen the device was received it was received with a crack in the displayThis is considered cosmetic damage and is not covered under the year manufacture warrantyOur warranty can be
found at the link below. https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ would be happy to repair or replace the customers deviceHowever, they would need to pay the fees for the damageIf the customer does not wish to do this we consider this resolved

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .10967338,and find your Informal Mediation services are necessary
Regards,
Sharon ***

We expect the plan to be available for purchase around the end of this monthOnce it is available we will extend the offer to the customer so they will be able to purchase outside of the days

Complaint: ***
I am rejecting this response because: I have presented sufficient explanation of my experience. Any reasonable arbitrator will see through the information and cover up on the part of MotorolaA respectable company would have admitted their failure of customer service, apologized and tried to make it right. You have to admit how comical it is that for weeks they tried to get me to accept inferior replacements and never made mention of any bootloaders or void warranties? Also funny how they have no explanation for this as well. I have confirmed with a technician who knows more about the technical accusations made by motorola then I do. She ensured to me that my bootloader is locked and my phone has original firmware images...I don't know exactly what that means in technical terms aside from that it confirms the lie and cover up. I wish to reject Motorola's conclusion and hopefully this incident can be available to the public when searching for information to guide them on a new purchase. I plan on researching and donating the phone to *** or another good cause to try to find some positive in an otherwise horrible experience
Sincerely,
*** ***

The customer purchased their device from *** in NovemberThe customer may have received something from *** regarding their return policy being daysI have listed our warranty below and it does not state that their is a day return policyI have also listed our terms of sale from our
website where if a device is purchased directly from us we have a day return policy or days for California. If the customer would like to return the device for a refund it would need to be returned to *** because the device was purchased and paid at ***If the customer is having trouble with the device and trouble shooting does not resolve the issue our year manufacture warranty states at our sole discretion we will: repair the device with recondition/refurbished or new parts, replace the device with reconditioned/refurbished or a new device or refund the purchase priceAt this time we have reconditioned/refurbished parts and replacements availableWe would be happy to repair or replace the customer's deviceThe contacted us on 12/and were provided with our replacement optionsIf the customer does not wish to take advantage of either of them we consider this resolved

Our Baby Monitor team is reaching out to the customer

The device was purchased from ***.com warehouse deals, which is an authorized reseller as they are fully owned by ***.com
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/04/28) */
Contact Name and Title:***
Contact Email: ***@motorola.com
I contacted the customer via e-mail on 4/27/advising him that we have created a new warranty exchange, and upgraded him to a Moto X 1st Generation through Us Cellular as
promised previouslyWe *** update the customer with a tracking number once his replacement has shipped
Contact Email: ***@motorola.com
A new replacement order was processed to send the customer a replacement device for the correct carrierI have contacted our warehouse since we are only waiting for a tracking number to provide since it is awaiting shipmentI have contacted our warehouse to be provided with a tracking numberI *** update the customer once I have this information
Initial Consumer Rebuttal /* (2000, 11, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the Motorola Moto X US Cellular phone that was promised

We are unable to repair the customers device and will be sending a replacementThe replacement will ship out either today or tomorrowWhen it ships out the customer will receive a shipping confirmation email

We are unable to replace the customers deviceThe customer has been offered a refundIn order to continue with the refund we need a copy of the customers receipt/proof of purchase

We will be reaching out to the customer to provide the refund

The accessory team will be reaching out to the customer to process a refund