Lucine's Auto Sales and Leasing, Inc.

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

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

The technicians did determine this is liquid damage. Liquid damage is not covered under the 1 year manufactures warranty. Therefore, we will not be repairing or replacing the device and consider this resolved. Below is a link to our...

warranty. https://help.motorola.com/hc/apps/settings/legal/global/en-us/index.h...⇄

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]

Complaint: [redacted]
I am rejecting this response because:  I'm curious why after all this time, I am finally being referred to L2 support. I've spent hours I the phone with L1 and after specifically asking for L3, they finally let me speak with L2. L2 asked that I call them back when the phone is malfunctioning to better troubleshoot the problem.  It may take a week for this to happen. When it does I'll be sure to call. 
Sincerely, [redacted]
[redacted]

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 [redacted] 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 st. Now 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: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

(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]

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].

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 is satisfactory to me.
Sincerely,
[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.

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

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

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.

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

The customers device is being return unrepaired. It is being shipped via [redacted] tracking number [redacted]. We consider this resolved.

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

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]

The customer states a dispute was filed with their financial institution,  and that they have already refunded the customer for the purchase price. Due to the fact that the financial institution refunded the customer for the purchase price we are not in the position to refund the customer. The...

customer is also outside of our 14 day return policy which can be found at the below link. When placing an order with us the customer has to agree to our Terms of Sale before checking out. Included in the Terms of Sale is our return policy. We will also not be sending the device back to the customer as they have been refunded by their financial institution. We consider this resolved. http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola...⇄