Lucine's Auto Sales and Leasing, Inc.

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

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

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 ***

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: Ashley
Contact Email: ***
The customer reached out to our Senior Leadership TeamWe have reached out to the customer and will be sending him a new device todayWe consider this resolved

Complaint:
I am rejecting this response because:
Sincerely,
Joaquin ***

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 customer is going to be returning the devices they are in possession of and we will be refunding the customer for their original order

We apologize for any inconvenienceThe customers RMA did not processAn email was sent out to the customer on 4/However, it does not look like it was deliveredWe would be happy to repair/replace the customers deviceHowever, if it has physical damage it is not covered under the warranty and
the customer will have to pay the physical damage fee

The customer spoke with Executive Customer Relations yesterday and the authorizations have been reversed

The device is shipping today via *** tracking number *** *** ***

The customers device was purchased from an unauthorized seller on ***The device does not have a warranty, therefore we will be unable to assist the customer

We will not be refunding the customer and consider this resolvedPer *** the package was left at the correct residence

We are working on getting the replacement shipped as soon as possibleOnce the replacement ships the customer will get an email with the tracking number

The customer's replacement Nexus is shipping today via FedEx tracking number

Complaint: ***
I am rejecting this response
because:I understand it's "a premium service", but how is the cost more on your end, if I send the defective phone in first, in which you don't chatrge the fee It is the same cost for you whether its is sent now or laterIT Also, you are taking advantage of the customer as you give them little optionThe only option you give the customer is to be without a cell phone until you receive it and send a new one out. All this because YOUR PRODUCT IS DEFECTIVE!!!! The product developed the line within days of being new! It appears you are sending defcetive phones out so you can then turn around and charge $24.99, and the customer has no recourse. The next complaint is to the Attorney General so they have a record of your business practiceIam sure I am not the only one unhappy with Motorola's Support process and sneaky ways to make money off of customer's who have no recourse after buying a motorola phone.
Sincerely,
*** ***

If the customer does not wish to go through trouble shooting we consider this resolved

Initial Business Response /* (1000, 14, 2015/10/14) */
Contact Name and Title:***
Contact Email: ***@motorola.com
A brand new replacement was sent to the customer via*** tracking number XXXXXXXXXXXX and delivered on 10/We consider this resolved

As stated in order for the customer to take advantage of the promotion the order would have had to been placed during the promotion and for the 64GB modelsWe will not be adjusting the order to reflect the promotion

The package has been reshipped to the address the customer provided us withIt shipped via ***, tracking number *** *** *** and is expected to be delivered tomorrow, 8/