Lucine's Auto Sales and Leasing, Inc.

The customer provided us with a bank statement showing a purchase made with ** ***This is not a proof of purchase and was not purchased from MotorolaTherefore, it is not covered under warranty with MotorolaIf the screen protector was warranted by Motorola the damage would not be covered
as the screen protector is cracked and this would be considered physical damageWe consider this resolved

If the customer wishes to process another replacement they must first go through trouble shooting with our Level Technical supportIf trouble shooting is deemed unsuccessful we would be happy to replace the device under our replacement optionsThe customer is out of warranty and would
need to pay a fee if they wish to replace the device We will not be refunding the customer

Contact Name and Title: Ashley
Contact Email: [email protected]
The customer's original device was shipped back to him and delivered via FedEx tracking number *** on 10/24/We consider this resolved

Hello ***,After further review it has been determined that you do qualify for the Moto ZPlay and *** Soundboost promotionFor easier convenience we have resubmitted the claim on your behalfPlease keep an eye on your email as you will receive tracking information when the *** Soundboost ships outPlease allow 4-weeks for your shipment to arrive.Best Regards,Ashley Motorola UCC Team

The customer's phone has shipped via *** tracking number ***We will be updated the customer when the Power Pack ships

We have processed a return RMARMA number 170314-The customer will be receiving an email confirmation shortlyShortly after the confirmation email another email with a prepaid FedEx return label will be sentOnce we receive back the order the customer will be refunded within 7-
business days

The technicians determined the device has liquid damage that voids the year manufacture warrantyWe will not be repairing or replacing the device and consider this resolved

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title***
Contact Email: ***@motorola.com
Customer called in (6/3/2015) and was made aware that he had days left on the warrantyCustomer was also made aware of our replacement optionsCustomer stated he would
like to choose the exchange option that needed a credit card and he would call back when he was able toCustomer called in on the last day of his warranty (6/9/2015) and stated that he would call back when he had a credit cardThe customer called in on the day (7/6/2015) after his warranty ended and tried to process an exchange but was being charged the out of warranty feeWe *** not be waiving this fee since the customer was well aware of his time frame and our replacement optionsIf the customer wishes to process a replacement he *** need to pay the out of warranty fee and may contact customer service to set this up

The customer's original order, order number *** was for a 16GB deviceThe customer was sent an X code to place a new order for the same GBThe customer placed an order for another 16GB device, order number ***We consider this resolved

Complaint: ***
I am rejecting this response because:I just responded to the case My apologies as it was stuck in my spam folder I will accept the response when we resolve the issue
Sincerely,
*** ***

The authorization holds have been reversed and the customer has been refunded the Premium FeeThe funds should reflect back in the customer's account within 3-business daysIf the customer would like to process a new exchange on the defective replacement we would be happy to assist

Complaint:
I am rejecting this response because First to address is my browser didn't show anything as depicted in the first link supplied by the business. I thought the unlock failed because I received a page can't be displayed access denied error. Upon further inspection my network and access to other sites was still intact, thus an error on Motorola's end. Upon refresh I received my unlock code. No messages regarding warranty were received. Next I didn't receive any documentation with my phone. Just a charger and the phone. Nothing more. I thought at first this was normal. Until my vibration motor broke and I found my phone had a warranty. I don't understand how it should be my responsibility to locate warranty terms when they weren't supplied as they should've been. On that note I didn't receive the bumper case that I also realized was missing. So we're back to square one. I had no knowledge of this warranty until I researched it. But how am I supposed to familiarize myself with it when it wasn't in the phone package contents. Due to the neglect of Motorola to include proper documentation with my device I feel my warranty should be intact. It's great that Motorola can pull up the warranty document to reply with their defense to my claimBut I don't work for Motorola. I shouldn't be expected to search all over their site for this informationIf need be I will file legal action as I don't think it's right for a company to not explicitly provide warranty informationFurthermore I'd like to enact the federal trade commissions implied warranty of merchantability. Stating the the item shall be "fit to sell" and that they will" do what they are supposed to". A cellular phone is supposed to vibrate on both calls and text. Due to the fact that this doesn't occur. This device isn't operating as it is supposed to do. Furthermore a warranty created by the company doesn't overule this implied warranty. Therefore I haven't lost any warranty. Https://www.ftc.gov/tips-advice/business-center/guidance/businesspersons-guide-f...⇄
Sincerely,
Tim ***

We will be sending a Black Moto G 3rd Gen back cover today via *** tracking number ***This is being sent as a one time exception as when an RMA is processed customer's receive email confirmations with instructions stating to remove any removable back covers before sending the device
into be repaired/replaced

We would be happy to process another exchange for the customer but we will not be upgrading them to a different deviceIf the customer does not wish to proceed with another replacement we consider this resolved

The customer has been in contact with our Universal Command CenterWe 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

A brand new Nexus has shipped out to the customer today via ***

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
They have offered to replace it with a different model headset
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSince I am still having technical issues, I will accept the replacement
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have still not received the refund It
has been business days, we will see if anything shows up by business days I had been told several times over the past months that my refund was processed via wire transfer only to find out that that no wire transfer had been processed apparently because the finance department does not know how to process a wire transfer No proof of transfer was ever offered I sent an email earlier this week requesting update on the manual check and did not receive an update This is the first I have heard that a manual check for the refund has been processed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We will reach out is not a resolutionYes Company reached out, but refused to take any action other than forcing me to accept another replacement of the phone, this time with a a brand new phoneRefused to offer explanation as to why they would not offer a full refund after failed replacementsNew replacement Phone has been delivered, software was not modified, but has already had bluetooth fail once over the weekendThe bluetooth radio was able to be restarted after powercycling the phoneIf it fails again we are back to where we started with this ordeal with failure number five from this companyHow much of my time are you going to waste Motorola?
Sincerely,
Clarence ***