Lucine's Auto Sales and Leasing, Inc.

Complaint: [redacted]
I am rejecting this response because:I have not signed or authorized anything to just left the package in front of the apartment building where anyone on the sidewalks have access to it. It's motorola's fault to pre-authorize [redacted] to do so, and that's why the claim is denied by [redacted]. Motorola seems not to care about the safety of the customer's device because no signature is required for such an expensive smart phone. As far as I know any other big smartphone companies or mobile agent like [redacted], [redacted], [redacted] will require customers' signature on smartphone packages.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10990293, and find that this resolution is satisfactory to me.
Sincerely,
Judy [redacted]

The customer has been provided an X code to order a new device.

We no longer manufacture or repair this device. The customer emailed us on 11/5 stating the below. The customer states that the device was purchased a year and a half ago. Therefore, the device is not covered under warranty.  Hi [redacted] its outside the one year warranty. I got it a year...

and a half ago. I tried going to a cell phone place and they would not repair it because they only work with cell phones. I would like to send it in for repairs. I will cover the cost. Thanks  We consider this resolved.

Complaint: [redacted]
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 later. IT Also, you are taking advantage of the customer as you give them little option. The 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 30 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 practice. Iam 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,
[redacted]

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

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 [redacted]

Hello NeriThank you for providing additional information. After further review it has been determined that you do qualify for the Moto Z2 Force and Insta-Share promotion. For easier convenience we have resubmitted the claim on your behalf. Please keep an eye on your email as you will receive...

tracking information when the Insta-Share Projector Mod ships out. Please allow 4-6 weeks for your shipment to arrive.Best Regards,AshleyWe love selfies!#HappilyEverMoto #BecauseMotoCares

The customer did order a Pure Edition. However, the customer ordered the 2014 TMobile Pure Edition, not the 2015 Pure Edition. Therefore, the customer was sent the correct device. We consider this resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11134907, and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]

We are unable to repair the customers device and will be sending a replacement. The replacement will ship out either today or tomorrow. When it ships out the customer will receive a shipping confirmation email.

We provide the 2 replacements options so if a customer does not have the funds to process an Advanced Exchange and get the replacement first they have the options to send their device in first. We will not be refunding or waiving the premium fee and consider this resolved.

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customers device was purchased on 6/15/15. The customer is outside of our return time frame of 14 days (30 for California). Below is a link that includes our return policy....


http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ /> The customer did contact us stating they were having trouble with the device and did go through trouble shooting, however the customer stated the troubleshooting did not help. We offered the customer replacement options and the customer declined them.
We would be happy to assist the customer with a replacement, the device [redacted] be like for like meaning the replacement [redacted] be the same as the original device. We are not in the position to refund the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THeir trouble-shooting was to take the case that was listed on their website and see if that would help. There was no replacement options given, just send the device back we [redacted] look at it if its an issue we are going to send you back the same one. I do not need a same device because I just repalced it with an updated model and hopefully this one [redacted] work better. Their postion is unacceptable on the sheer basis on their own website they welcome trade ins with purchase. I am not asking for the extreme here. So either they make this situation right or I [redacted] continue to persue this issue.
Final Business Response /* (4000, 9, 2015/09/10) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The trade in program that we offer is only valid on non customized devices. The customers device is a customized device; therefore, it does not qualify for a trade in. http://www.motorolatradein.com/
The customer is outside of our return time frame by 2 months; therefore, we are not in the position to honor a return for a refund.
http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ /> At this time the customers options would be an Advanced Exchange or a Return and Exchange. If the customer does not wish to take advantage of getting a replacement we consider this resolved.

Complaint: [redacted]
I am rejecting this response because: it is unacceptable. 7 new/replaced phones is rediculous. There is obviously an issue with the brand. If you look at forums, there are others having the same issues.
Sincerely,
[redacted]

We have several Moto Care Plans and each are different for every device. The customer has a 2nd Generation Moto X that was purchased on 12/22/2014. The Moto Care option available for this device is the Moto Care Accident Protection Plan. This plan can only be purchased within 30 days of the device...

shipping. The customer's device shipped out on 12/25/2014. Therefore, it is no longer eligible for the Moto Care Accident Protection Plan. We consider this resolved.

The customer processed another exchange RMA on 5/22. RMA number [redacted]. The replacement is shipping today via [redacted] tracking number [redacted].

We would be happy to assist the customer with the issues they are having with their devices. We do recommend the customer goes through trouble shooting with our technicians to determine what is causing the charging issues. It could possibly be a defective charger. We do recommend the customer tries...

another charger to see if the same issues occur. Because we have repair/replacement options available a refund is not an option. If the customer wishes to go through trouble shooting they may reach out to customer service at 800-[redacted] and ask to speak with Level 2 technical support.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
They have offered to replace it with a different model headset.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/04/28) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
I contacted the customer via e-mail on 4/27/2015 advising him that we have created a new warranty exchange, and upgraded him to a Moto X 1st Generation through Us Cellular as...

promised previously. We [redacted] update the customer with a tracking number once his replacement has shipped.
Contact Email: [redacted]@motorola.com
A new replacement order was processed to send the customer a replacement device for the correct carrier. I have contacted our warehouse since we are only waiting for a tracking number to provide since it is awaiting shipment. I have contacted our warehouse to be provided with a tracking number. I [redacted] update the customer once I have this information.
Initial Consumer Rebuttal /* (2000, 11, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the Motorola Moto X US Cellular phone that was promised.

The customers device has been out of warranty since 1/26/2015 and has physical damage. We will not be replacing the device, the RMA has been cancelled and we have reversed the authorization fee. This will drop off the customers account within 3-5 business days, depending on the customers financial...

institution it may take up to 30 days. We consider this resolved.