Lucine's Auto Sales and Leasing, Inc.

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.

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.

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]

This issue has been resolved.  Thank you.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11087985, and find that this resolution is satisfactory to me.
Sincerely,
Justin [redacted]

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]

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

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.

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

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]

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]

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 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.

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.

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.

The customer worked with our Level 3 Technical Support and the watch is working as designed. Once an update is done on a device it can not be pushed back to the previous update. We consider this resolved.

We are standing by our warranty by offering to repair/replace the customer's device. We will not go outside of the replacement options the customer has been provided. If they do not wish to follow our replacement options we consider this resolved.

The customer has been provided with a replacement device which is a like for like model of his original. We ensured the device would work with the customer's carrier and would meet all of the customer's specifications prior to the device being shipped. The device was delivered to the customer on 10/27. The customer did not have to pay for shipping as the device was shipped directly to his address in Canada. The customer's issue has been resolved and he has received a working device. Motorola considers this matter resolved.

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.

A replacement device was sent out to the customer via FedEx tracking number [redacted] and is expected to be delivered on Monday, 3/7. The $[redacted] charge from the customers first RMA [redacted] will be refunded when we received back the customers original device. The customer purchased...

their device on 9/15/2015. Therefore, we will not be refunding the customer for their original order because they are outside of our 14 day return time.  We will monitor the original RMA, once the device is received back we will process the refund for the $[redacted] charge and inform the customer when it is completed.

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.