Lucine's Auto Sales and Leasing, Inc.

The customers refund has been processed and will reflect in their account within 3-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124961, and find that this resolution is mostly
satisfactory to meHowever, it would not have cost Motorola very much to have said, "Sorry", and that they regretted the scrand would strive to do better in the future on customer service.
Sincerely,
Sheila ***

Initial Business Response /* (1000, 5, 2015/04/28) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer's case has been escalated to our finance department to process a refund for the amount that he was charged ( USD)I am contacting the department directly
to see if we can get the process expedited
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last handful of Motorola representatives that i've talked to have given me the same answerUnfortunately, until I see anything beyond, "I *** look into it personally." I *** not be satisfied
While Motorola did not include this in their response to Revdex.com, I received a personal email from*** stating that they *** not reimburse me for interest acquired on my credit cardThis interest was acquired for a charge from Motorola that has reflected in of my credit card statements, because of a mistake that Motorola's uninformed representative team made initially, who then assured me for months that the hold was let go on a credit card they don't even acceptIt is totally irresponsible and has been an inconvenience to meAs well, I need to be assured that I can return my current Moto X (still damaged) for a full refund without having to go through a 2-month process that leads me to reporting the company
Final Business Response /* (4000, 9, 2015/04/29) */
The customer's refund for the amount of USD has been processed and expedited

Our Baby Monitor team has reached out to the customer to resolve

If the customer would like to exchange the product they will need to cover shipping costs to return the deviceIf they do not wish to do so we consider this resolved

Hello Brandon,
I reviewed the link that you provided and I apologize that you were informed that the device would be receiving the updateThe agent you spoke with will be provided the proper coaching to ensure this issue does not occur again in the futureI'm sorry if you feel that he intentionally mislead you but I can assure you that was not the caseWhile the information you were provided was in fact incorrect, I don't believe the agent intentionally mislead youIn the forums post you reference in the chat our forums manager does clearly state that your particular device will not be receiving the update
Motorola guaranteed that your particular device would receive one updateThis was also clearly advertisedMotorola honored this guarantee as the device was released with Android KitKat and then was updated to Android LollipopMotorola never stated that the device would be receiving numerous updates and I apologize if there was any misunderstanding
Again, I apologize that you are experiencing issues with the device and we would be happy to assist you with thisYou will need to speak with our technical support department to work on resolving these issuesIf the troubleshooting does not resolve the issues you are experiencing we can then discuss replacement optionsHowever, your device will be replaced with a certified like new like for like deviceYou will receive another 2nd Generation Moto X for VerizonNeither an upgrade nor a refund will be offered as we have replacement options availableMotorola's manufacturer warranty clearly states that the device will be replaced with a like for like modelThe warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ /> If you are not satisfied with this resolution you are welcome to seek any other remedies you deem necessaryHowever, this will be the only available optionIf you would like to work on troubleshooting the issues you are having with your device please feel free to contact our technical support at 800-734-If you have any other questions please feel free to contact me
Kind Regards,
Motorola Customer Care
Executive Customer Relations
Kristin

Complaint: ***
I am rejecting this response because:it says they will reach out to me to resolve, but I have not heard anything from them.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The customer has been provided with our replacement options and is not satisfied with the options availableIf the customer would like to process a replacement they may choose
between the options availableReturn and Exchange or an Advanced Exchange
Return and Exchange: We send the customer a prepaid shipping labelOnce we receive the defective device a like new replacement will be shipped out within 3-business days
Advanced Exchange: We will ship out the replacement device firstWe charge a $premium fee and a place an authorization hold/freeze for $plus taxOnce the like new replacement is shipped out the customer has days to return their defective deviceOnce we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-business days
We consider this resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixedI paid for a brand new phone and I have put up with at least two "like new" phones alreadyI am not going to get another like new phone to have all of the same problems againI have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phonesNow I am not able to put on hold $that I do not have; I am a college student, that money is not easy to come byThe first option of being phoneless is not an option because my phone is needed for work related reasons as wellIt is time for you, Motorola, to compromise with me, the customerI am so tired of these issues and that's all I've had since I got this phoneI want a brand new phone not a "like new" phone
Final Business Response /* (4000, 9, 2015/07/08) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The customer has processed the previous replacements directly with their carrierIf the customer would like to process a replacement with us these would be our optionsIf the customer cannot process an Advanced Exchange they may process a Return and ExchangeIf they are unable to be without a device through this process we recommend they contact their carrier for a loaner device

When the device was received and reviewed by our technicians the bootloader on the device was unlockedThis voids our year manufacture warranty, therefore we will be unable to replace/repair the device

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 provided the customer with an X code to order a replacement deviceWe consider this resolved

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title:***
Contact Email: ***@motrola.com
The customers order shipped out yesterday, 8/14/via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrowWe consider this resolved
Initial
Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As you can see you had to re update the shipping date Motorola has serious problems with shipping logistics but I'm glad you finally shipped my order a little to late but I can always return it

We have processed a Repair and Return RMA ***-*** and have waived the out of warranty fees

Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We would be happy to process a replacement for the customer, however the credit/debit card the customer is using to process a replacement is being declined by the financial
institutionWe recommend that the bank contact their financial institution and once it is resolved on their end they may contact us back to process a new replacement RMA
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the bank and all is fine, they say that there was an issue in Sep when this was first tried but no attempts have been made sincePlease run this card or contact me to provide another card if you have any problemsI have tried to go through the number again but they refuse to help because they say the item is not in stockMy email is ***@gmail.com if you would like to reach me that way, or call XXXXXXXXXX, but when I call the number, no one *** help me so that is not an option
Final Business Response /* (4000, 9, 2015/10/06) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We have contacted the customer and processed a new RMA

The customer was contacted by our Baby Monitor support and they have resolved this

The service center is willing to offer the customer a loaner device while their device is repairedThey will be unable to replace the device

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/

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

The Moto G 3rd Generation is a GSM device, meaning it will work on GSM networks with carriers such as T-Mobile and AT&TThe customers brother is trying to activate the device on VerizonVerizon's runs on a CDMA networkTherefore, this device is not compatible with VerizonWe do not provide
subsidy unlock codesThey are only provided by carriesWe consider this resolved

An RMA was created for the customer on 5/5/Once the customers device is returned we will repair and return it