Lucine's Auto Sales and Leasing, Inc.

We are unable to refund the customer as they are unable to provide a proof of purchase/receiptIf the customer would like to receive a refund we will need this information to continue

If the customer wished to take advantage of the promotion they would have had to placed their order during the promotion. The promotion is no longer valid and we will not be adjusting the customers order

This
customer was sent an email on 12/1/letting them know that a manual check would take a minimum of 4-weeksCustomer was given the option of processing a manual check or processing an EFT transfer and was informed that the EFT transfer is a much faster processThis customer chose to process the manual check and this check request was started on 12/7/Again, as stated to the customer this process does take a minimum of 4-weeksOnce the check has been sent we will reach out to the customer to let them know the check has been sent

The customer's original Model number is MOTXT1650MRGThis is the same model replacement that was sent to the customerWe consider this resolved

Complaint: ***
I am rejecting this response because:This is not a warranty issue, this is a "You rendered my device unusable, you must pay me to replace it" issueYou broke my watch and I EXPECT you to pay for itJust as if you had accidentally driven over my bike or hit a baseball through my window, you would be liable for that damage and loss of useYOUR actions have rendered MY device unusable and I need to replace it as a result of YOUR actionsIf you had released the software as open source, we wouldn't be having this conversation, but you didn'tNow I am demanding you pay for my watch that you brokeWhat is so hard for you to understand about this?
Sincerely,
Keith ***

Complaint:
I do appreciate the 4GB SD card sent in the mailI will
proceed to return the 'replacement' Moto G which was sent to me last month to solve the SD Card issue with the expectation that I would be refunded both the $and $that I was charged for the replacement device which did not fix the issue. (I think we are now all on the same page that the replacement phone has the same issues as my original phoneThe Moto G is known to have trouble with 32GB Class cards)The replacement Moto G that I received last month, has only been powered on to test SD card function (it exhibited the same problems with known good SD cards just as my original phone did), the item is in the exact condition I received it in and I have all of the original packaging it came in.Can you confirm for me that I will be refunded the $and $for the 'replacement' device upon return receipt of said device? If so, I will gladly accept this case as resolved
Sincerely,
Mel ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis was a horrible process and a giant mess I will never use Motorola again for anything I should receive a refund or a partial refund for all the hassle I went through and not having a phone for many weeks Terrible company
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title:***
Contact Email: ***@motorola.com
I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/per his requestDue to this fact, we are unable to provide the
customer with a codeI have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelledHe *** have access to these funds in 3-business days
Initial Consumer Rebuttal /* (3000, 8, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not satisfy any portion of my requested resolutionI cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctlyIn fact just this afternoon 5/4/I received an email saying my Xcode was now ready when on 4/30/I got an email confirmation that the process was cancelled and my refund was set in motionSo clearly there is yet another disonnect between what was done (or not done) vswhat I was told would be done
That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen I have used that code and placed my orderIf the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together *** result in the outcome I was requestingAt that point I *** seek advice from the Revdex.com on how I should treat my case since it *** have been resolved, but not through any intentional action based on this complaintIt *** have been resolved through the disconnect in the treatment of my original warranty request
Final Business Response /* (4000, 18, 2015/05/14) */
The customer's exchange order is closed, and his authorization hold has been reversedI sent him a confirmation e-mail today, 5/14/advising him of this
Final Consumer Response /* (2000, 20, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have sought guidance from the Revdex.com on the issue of the terms being met, not by Revdex.com process, but likely through mishandling of the original caseI so far have not received any guidance and so am going to accept this final response and move onMotorla did in the end fufill the stipulations I set forth
I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awfulThe mis-handling of this Revdex.com case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worseIt was not just timing and confusion (like I believe is the scenerio in this Revdex.com case) that led to mis informationI was repeatedly told blatantly incorrect things that were never even remotely accurateIt was also left virtaully 100% up to me to follow up to keep chasing down the issue
If you read many of the other complaints on this site you *** find similar stories about mis treatment by the REST teamI urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customersThey surely have lost me as a customer

We have sent the customer an X code to order a new device

Contact Name and Title: Ashley
Contact Email: ***@motorola.com
We are not refusing to refund the customer's moneyWe would be happy to refund the customerHowever, the
receipt we received it not validThere is not a store name on the receipt from where it was purchasedIn order to refund we need a receipt showing where the device was purchased

Customer was offered either an EFT transfer or a manual checkCustomer was informed on multiple occasions that a manual check will take a minimum of 4-weeks for refund and the customer agreed to thisWe are working with our finance department to get this out as soon as possible

Initial Business Response /* (1000, 14, 2015/10/15) */
Contact Name and Title:***
Contact Email: ***@motorola.com
We *** be reaching out to the customer to resolve
Initial Consumer Rebuttal /* (3000, 16, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
I was told the same thing and once again how Wrobg I am as a CustomerI do not accept that, And They weren't willing to work with me
Final Consumer Response /* (4200, 20, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this after the treatment I have recievedAt this time, With how Motorola has handled this and the lack of compassion *** care I have recieved, I have notified my friends and family, Killing many future sales for Motorola, And tell everyone at work that asks about my experience, Stalling furtherThis is unfortunate, as I used to really like MotorolaAt this time, I am utilizing a very nice Hwawei WatchI am Dissapointed In the lack of Service I have recieved
Final Business Response /* (4000, 18, 2015/10/22) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer filed the same complaint under XXXXXXXX
Our warranty states that it is our sole discretion whether we replace the device with a like for like reconditioned/refurbished device or a new deviceAt this time we have parts available to replace with a like for like device and have sent the customer a replacementWe *** not provide the customer with an upgraded deviceWe consider this resolved

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

This is approvedHowever, we need the customer's physical shipping addressWe will be reaching out to the customer to request it

The customer sent an email verifying that they received the refundWe consider this resolved

We will be repairing/replacing the device in warrantyAn agent from our Executive Customer Relations Department reached out to the customer to setup an RMA but was unable to get in touch with the customerWhen the customer calls back in we will setup an RMA

Complaint: ***
I am rejecting this response because:
I have received horrible service and I deserve much more than what was offeredI have been threw way to much to be told that they will do nothing more then give me a watch I don't want
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11675155, and find that this resolution is satisfactory to me
Sincerely,
Iliana ***

All OS updates are handled by and pushed out by the consumers carrier/service providerWe do not have control over when devices will receive the updatesTherefore, we will not be upgrading the customer to a Droid Turbo and consider this resolved

The projector was shipped out yesterday via FedEx tracking number *** and is expected to be delivered todayWe consider this resolved