Lucine's Auto Sales and Leasing, Inc.

The customer has been offered to process an Advanced Exchange to receive the replacement firstIf the customer would like to process this RMA we would be happy to assistThey may call into customer service at 800-***

Complaint:
I am rejecting this
response because:The reasoning that it is the carriers' faults that this has not been updated I believe does not show the entire story. While I understand that they must approve any updates, the fact that many, many other brands have been able to adopt the more recent updates, even for Motorola phones, but for some inexplicable reason, they will not approve the update for the specific make and model of the Droid Turbo strikes me as wrong. Either the carriers are choosing to show favoritism toward ***, **, etc, or else Motorola must have a part to play in the fact that the approval may never actually happen. If one looks at the promise of updating the Moto E, which Motorola then turned around and refused to do, I have a hard time also believing Motorola when they say "It's not our fault we can't get the update to you!" Yes, it may be held up by the carriers, but it has the appearance that Motorola is not doing their part to ensure that the update will pass the criteria to get it approved. While I may not have all the facts to go off, simply looking at Motorola's recent track record would indicate that this is a logical conclusion to come to. Motorola's response to this has shown me a company that is not willing to accept responsibility for their part in the fiasco and unwilling to make things right. I have been a loyal Motorola customer for a decade now, falling in love with the Moto Razr and continuing on with the company since that time. It has been very disappointing to watch the company slowly degrade into the state that it is in today. I ask you to please reconsider and help make this right before my opinion becomes irreversibly negative towards Motorola.
Sincerely,
Zachary ***

Whether the defect is a manufacture issue or not the device is outside of the year manufacture warrantyTherefore, we can't replace it unless a valid proof of purchase can be providedWe do not show that the customer has purchased a device since The customer is 2-years outside of their warranty

Complaint: ***
I am rejecting this response because:I am asking about Moto Care Extended Service Plan which can be purchased for up to days.The Motorola customer service was also giving such vague day policy answers on Moto Care Accident Protection while I was actually asking about Moto Care Extended Service Plan which can be purchased for up tp days.Is Motorola saying that Moto Care Extended Service Plan is not available for my device? If so why are they not saying is clearlyIf this is true, it is misleading advertising, as their website does not say anything about the plan being available only for some devices(http://www.motorola.com/us/moto-care.html#moto-care-plans-new)
Sincerely,
*** ***

Contact Name and Title: ***
Contact Email: ***@motorola.com
We will be reaching out to the customer

Complaint: ***
I am rejecting this response because:It took over months to get a responseI phoned many times and
was always told someone would call me the next day.Does Motorola only respond when someone complains on Revdex.com?Now I have a replacement phone that I purchased in the two monthsHow many hours of my life did I waste dealing with Motorola? Any chance of an apology?Motorola is more interested in making sure there Revdex.com rating stays clean and couldn't care less about the thousands of other customers who simply gave up on dealing with such an inept bureaucracy.Yes I got the phone that was delivered and no I haven't had a chance to test that it works properly yet
Sincerely,
*** ***

If a customer contacts any company with unknown charges on there account or claiming that there have been fraudulent charges made on their account, no company can legally give out any information on the order without a subpoenaIf the customer wishes to receive more information regarding the order
a subpoena will need to be sent into our legal departmentIf the customer does not wish to do this we can not provide any further information

The customer needs to contact customer service at 800-734-to complete troubleshooting on the device if troubleshooting is unsuccessful we will then offer replacement options

The customers device is being return unrepairedThe bootloader on the device has been unlockedThis voids our year manufacture warrantyTherefore, we will not repair or replace the deviceOur warranty can be found at the below
link. https://motorola-global-portal.custhelp.com/***

We are not the position to refund the customer but would be happy to assist them with sending the device in againIf the customer does not wish to do this we consider this resolved

The customer placed their order, on 12/11/We have a day return policy and the customer is outside of that timeTherefore, we will not be refunding the customer Our Terms of Sale can be found at the below link stating that our return policy is daysA replacement has been
shipped via *** tracking number *** and is expected to be delivered on 1/26/We consider this resolved. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄

We have refunded the customer in the amount of $This will reflect in the customers account within 2-business days

Complaint: ***
I am rejecting this response because:apparently they have decided that they don't want to do business with us because my husband disputed a claim a year agoThis is ridiculousThey should fix our phonesWe have given them two valid credit cards to use They have played games with me for a month and have keep my property and my credit card numbers for a month
Sincerely,
Jennifer ***

The customer has been provided with a replacement device which is a like for like model of his originalWe ensured the device would work with the customer's carrier and would meet all of the customer's specifications prior to the device being shippedThe device was delivered to the customer on 10/The customer did not have to pay for shipping as the device was shipped directly to his address in CanadaThe customer's issue has been resolved and he has received a working deviceMotorola considers this matter resolved

The customer was informed when they chatted about our repair/replacement options that they would get a replacementWhen the customer called to setup the RMA a Repair and Return was processedThe customer called in after this stated they wanted a replacement because their device was new and they didn't want a refurbished deviceThe customer has not been sent a refurbished device, we repaired the customers original deviceIf we would have replaced the customers device they would have received a refurbished replacement, not a brand new deviceWe will not be replacing the device with a brand new device and consider this resolved

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

The damage to the screen protector is not warrantedIt is considered physical damagePhysical damage is not covered under our warrantyAlso the receipt the customer sent us is a copy of their bank statement showing they were charged by US ***This does not tell us what the customer purchased and also does not prove that this a Motorola productWe are not in the position to replace the screen protector and consider this resolved

Complaint:
I am rejecting this response because: this is the 3rd
time I had to call in month and I get the same response. I will wait to see if indeed I get a replacementEach time I call, I get a different answer.I will not accept until I get a replacement watch that works
Sincerely,
Debra ***

I called and talk to support time after time and they don't want to deal with customers that have complaints and issues now with being treated like *** by a company that was once world renown is now a like a second class circuit city that also went out of business because they treat customers with complain like stNow they refuse to even acknowledge all my calls complaint and pleas for help. If they can send the check to my adders ill send all there trash I bought back to them. Complaint: ***
I am rejecting this response because:
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 me
I would like to add, despite the eventual satisfactory resolution, Motorola is a company I will never do business with againI contacted them to repair my month old phone and all they did was subject me to the worst customer service experience of my life for a full month and a halfI was called a liar and not taken seriouslyTheir customer service reps need far more training and the company as a whole needs a complete overhaulI will be purchasing a new device from a far superior company in the upcoming months, and will take every opportunity I can to tell of the horrific treatment I received
Sincerely,
*** ***