Lucine's Auto Sales and Leasing, Inc.

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

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 [redacted] on 10/24/2015. We consider this resolved.

The device was purchased from [redacted].com warehouse deals, which is an authorized reseller as they are fully owned by [redacted].com 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: 11126931
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 claim. But I don't work for Motorola.  I shouldn't be expected to search all over their site for this information. If need be I will file legal action as I don't think it's right for a company to not explicitly provide warranty information. Furthermore 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 [redacted]

The accessory team will be reaching out to the customer to process a refund.

Contact Name and Title: Ashley
Contact Email: [redacted]@motorola.com
We will be reaching out to the customer to resolve.

(The consumer indicated he/she DID NOT accept the response from the business.)
This has truly been an awful experience. I lost my receipt from [redacted] so I contacted [redacted] to verify with Motorola that I purchased my phone. The customer service rep was furious because she said that so many customers have been having issues with this manufacture. She also mentioned that I don't need to provide a receipt because I have a year warranty. They are responsible for replacing/handling my claim .
Eventually I had [redacted] pull up a copy of my receipt. Motorola just told me that my receipt is invalid which is absolutely amazing to me. I have literally done EVERYTHING that I have been asked to do. This company has taken my phone, not replaced it and is refusing to refund my money.
Thanks for reading this and searching for solutions.
--[redacted]

The customer's replacement Nexus is shipping today via FedEx tracking number 7824 4781 9112.

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.
Sincerely,
[redacted]

Complaint: 11292901
I am rejecting this response because: warranty replacement for broken item should be free without any hidden costs
Sincerely,
Eugene [redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title:[redacted]
Contact Email:[redacted]
We will be reaching out to the customer to resolve.

The customer's device is shipping out today via FedEx tracking number [redacted] It is expected to be delivered on Wednesday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will work. I am extremely unhappy that it took a complaint to the Revdex.com to get the rear housing cover for my son's phone. And this after I had to scour the internet to find and order the original part in the United States!  I will also add that the RMA I printed specifically stated to remove accessories. It never specified to remove the rear housing cover!! Which, technically, is not an accessory!
Sincerely,
Jennifer [redacted]

The customer has been offered to process an Advanced Exchange to receive the replacement first. If the customer would like to process this RMA we would be happy to assist. They may call into customer service at 800-[redacted].

Complaint: [redacted]
I am rejecting this response because: I ordered Motox pure edition. My order confirmation shows same thing. If it is not in sale why did you guys accept my order and confirm my order? 
Sincerely,
[redacted]

I spoke with the customer regarding their replacement. Our warranty does state that we will replace with a like for like model meaning the same model number as the device the customer originally purchased. The customer originally purchased model number [redacted] and this is the model we have...

sent the customer as their replacement. The customer chose to unlock their original device and switch to a different service provider. We do not have control over unlocking devices, it is handled by the service providers. We have upheld our warranty and replaced the customers device with a like for like model. We will not be replacing the device with an unlocked model and consider this resolved.

Complaint: [redacted]
I am rejecting this response because it does not resolve the issue with this defective model phone.  This model has had wide spread sound issues and is now discontinued probably for that reason.  Motorola should acknowledge the defects in this model and issue a recall.  I recently learned that their phones are now manufactured in China which may also explain the decline in the product quality.  Shame on Motorola for moving their production to China then refusing to stand behind the faulty workmanship.
Sincerely,
Albert [redacted]

We have forwarded the complaint onto the appropriate people. They will be reaching out to the customer to assist.

The customer spoke with Executive Customer Relations yesterday and the authorizations have been reversed.

Complaint: [redacted]
I am rejecting this response because Motorola attempted to fix this phone previously and was unsuccessful. I no longer trust Motorola to repair this phone and am tired of dealing with the difficulties associated with Motorola trying to ship me a phone to my PO box address. The fact that I was past my initial 14 day warranty was not by my own fault. The day the phone was ordered we cancelled the order online. When Motorola then called the next day to verify an address we tried again to cancel the order and your representative told us it wasn't possible as the order was already being processed. This may have been illegal per the the federal "Cooling Off Rule" which allows for cancellation of online purchases over $25 within 3 days of purchase. I'm not sure why my father was denied the ability to cancel this order over the phone after the Motorola website had failed to complete the cancellation the night before. Once the phone stopped working correctly, which was about 4-5 days after using the phone, I was told by a Motorola representative over the phone that I could get a refund due to the unique circumstances surrounding this purchase and where I was living at the time. This call was likely recorded and I would like to know how to request obtaining that recording as proof. When a client calls customer service they have to trust that the representative on the line isn't giving false information or misleading them. I don't know why that refund was later denied but we had come to an agreement of a refund over the phone. Additionally, when my father first filed a complaint with the Revdex.com he compromised and agreed to a replacement phone being sent to us. Again we were mislead by Motorola, or they are just incredibly disorganized, because we were given the same malfunctioning phone that had just been reassembled. To me a "replacement" means a different/new phone, obviously Motorola meant something else. If Motorola cant afford to give me my $230 back then they could at least offer to give me a brand new phone instead of offering a 2nd attempt at repairing the same issues in the same phone. Its obvious to me that Motorola is unconcerned with customer satisfaction which is why I just want a refund. I no longer want to have to identify myself as a Motorola customer. If I continue to get the same textbook response about the 14 day warranty, it will be clear that nobody is really paying attention here and I will call Motorola yet again in an attempt to connect with someone who might actually listen or care about this incident.
Sincerely,
[redacted]