Lucine's Auto Sales and Leasing, Inc.

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

Complaint: ***
I am rejecting this response because:In the direct correspondence that the representative stated they would have, nothing was addressedFind a copy belowOther problems have come up since my initial complaint
submission.On Monday the 26th, I called in to the escalations department to check on the progress of my RMAThey told me they were still waiting on a codeWhen I told them the time frame had been reached, the representative put me on hold, then picked up and told me "Oh, you're device has been shipped." I called again on Wednesday the 28th, once again asking for an update on my RMA, the phone call went in just about the same fashionOriginally told I was STILL waiting on a code, when I asked about why it was taking so long, I was put on hold, then told that a new device had already been shipped, and that I should be seeing it either Friday, or MondayThe problem with this, is according to the email response from my Revdex.com complaint is, that that isn't even true, and is fact a bold faced LIEAccording to the rep from Moto, they are still trying to get a codeSo, after reading that email this morning (monday the 2nd of November) the rep told me that someone higher up than him was working on it, and I will see the code by the end of the dayAt the time of writing (8pm my time, 9pm in Moto's local time) I still haven't received the code.At the time I filed my RMA, with a return time of 4-days, I was without a work phone, so I figured that wasn't a bad turn around timeNow I have purchased a temporary phone to try and maintain my business I do through that lineThere is no reason why this should be taking almost a month.---------Hello K______, I'm contacting you regarding your Revdex.com caseI'm sorry to hear about your device and that you have not received a replacementWe are working on providing you with an X code so you may order a new deviceOnce the X code is available I will let you knowAttached is a prepaid FedEx label you may use to return the defective device once you receive your new deviceIf you have any questions please let me know. ***Motorola Customer CareExecutive Customer Relations Department
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11000737, and find that this resolution is satisfactory to me
Sincerely,
Vincent ***

We would be happy to replace the the device with a like for like model with a 25% discount on the out of warranty feeIf the customer does not wish to proceed we consider this resolved

The MotoACTV product is no longer supportedProducts eventually reach their natural end of life for various reasons including technologies changing, marketplace demands, or source parts and technologies becoming unavailableThis is part of any technology product’s lifecycle. We
discontinued production of this device in 2013. The product will still continue to function, however, we are no longer accepting support requests for MotoACTV, nor maintaining the website for syncing data from the device. We decline to share the source code at this time as it contains proprietary information that could be utilized in the futureWe consider this matter resolved

A replacement device was sent out to the customer via FedEx tracking number *** and is expected to be delivered on Monday, 3/The $*** charge from the customers first RMA ***-*** will be refunded when we received back the customers original deviceThe customer purchased
their device on 9/15/Therefore, we will not be refunding the customer for their original order because they are outside of our day return time We will monitor the original RMA, once the device is received back we will process the refund for the $*** charge and inform the customer when it is completed

I will be reaching out to the customer

A replacement device is shipping via *** tracking number *** and expected to be delivered on Tuesday, 4/

We will not replace any device without a valid proof of purchase or receiptIf the customer can not provide one we will be unable to replace the device

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The 2nd Generation Moto X for *** *** 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 device
The customer is outside of the return time, therefore we *** not be refunding the customerWe consider this resolved

I spoke with this customers mother yesterday regarding this orderBelow I am listing the link to our Terms of SaleThe terms of sale state that we have day return policy or days for CaliforniaThis device was purchased on 11/30/and was delivered on 12/7/Therefore, it is outside
of the return time and we will not be honoring a return or exchange and consider this resolved

The customer spoke with our Repair Escalation Team yesterday and successfully processed an RMA for the exchangeOnce we receive the customers defective device a replacement will ship out within 3-business days

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We *** be reaching out to the customer to resolve
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
I was contacted by Motorola and offered an apology for the delay with my device, which I acceptI was provided regular updates in regards to my device, my order status page was adjusted to show the correct status, and I was informed of delaysMy device has now been shipped and *** be delivered this week

Complaint:
I am rejecting this response because: The vendor's repair representatives have repeatedly misstated information, have intentionally stated falsehoods about the repair process, and are now attempting to just cancel the repair process completely with no liability for the misinformation they have provided during the entire process Once again, I have been without a functioning phone for days
Sincerely,
Lynnette ***

Before a customer unlocks the bootloader/roots a device they receive the message found at the below linkOur year manufacture warranty also states this voids the warrantyWe will not be replacing or repairing the customers device as it is out of
warranty.https://motorola-global-portal.custhelp.com/app/standalone/bootloader/u...⇄

We apologize that the customer is not satisfied with our replacement optionsHowever, these are the only options availableIf the customer does not wish to proceed with the options provided we consider this resolved

We have forwarded the complaint onto the appropriate peopleThey will be reaching out to the customer to assist

I have attempted to reach out to the customer and am unable to get in touch with themBelow is the email response we have been sending. Hello Andrew, I'm contacting you regarding your Revdex.com caseI'm sorry to hear about the trouble you are having with your device and apologize
for any inconvenienceI do see that you requested to cancel your RMA because your device is now workingPlease correct me if this is incorrectIf this is incorrect we will need you to go through trouble shooting with our Level Technical Support to see if there is something that is causing/something that can fix you with your crashing apps and battery issuesOur Level Technical Support Team is available Monday - Friday from AM - PM CSTI would be happy to setup a call back for you with themPlease let me know the best phone number and time they can reach out to you atIf the trouble shooting is unsuccessful I would be happy to process a new RMA for youI have spoke with our repair center and they do have a limited supply of your model available and I have requested them to set one aside for you if neededPlease let me know if you have any questionsKind Regards,AshleyMotorola Customer CareExecutive Customer Relations Department

The damage is indeed
covered under our warrantyHowever, we will not be waiving any fees if the customer wishes to process an Advanced Exchange and receive a replacement firstIf the customer does not wish to pay any fees or place a hold on their credit card we provided another replacementThe customer would need to send their device into us firstOnce we get it a replacement would ship out in 4-business daysIf the customer does not wish to take advantage of our replacement options we consider this resolved