Lucine's Auto Sales and Leasing, Inc.

Complaint: [redacted]
I am rejecting this response because: Motorola has replaced my phone with a phone I can't use and disposed of my phone without my permission. The only resolution to this complaint that I will accept is to provide me with a phone like the phone I sent to them that I can use on the [redacted] network.
Sincerely,
[redacted]

Please call customer service to process a new RMA. The RMA that was processed did not go through because the credit card used to process was declined by the customer's bank.

Complaint: [redacted]
I am rejecting this response because:I am asking about Moto Care Extended Service Plan which can be purchased for up to 365 days.The Motorola customer service was also giving such vague 30 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 365 days.Is Motorola saying that Moto Care Extended Service Plan is not available for my device? If so why are they not saying is clearly. If 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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is a manufacturing defect and if I had known the product would only last a year I wouldn't have bought any product from your company.
Sincerely,
Jeffery [redacted]

We apologize the customer received their device back and were unable to turn it on. A new RMA for repair and return was created yesterday, 4/26 so they customer may send the device in for repair. The customer was provided with a prepaid [redacted] label to send the device in, tracking...

number [redacted]. Once we receive the device it will be evaluated and if it can be repaired it will be repaired and returned to the customer. If it is unable to be repaired the customer will be informed and a replacement will ship out. Once the device is repaired or replaced it will be shipped out with [redacted] 2nd day shipping. We do not send packages overnight or next day air. We apologize for any inconvenience this has caused.

The customers replacement has shipped via [redacted] tracking number [redacted].

Contact Name and Title: [redacted]
Contact Email: [redacted]
The customer has been provided with our replacement options.
We will not refund the customer or replace the device with a new device. Our warranty states it is at our sole discretion whether we replace with a...

refurbished/recondition or new device or refund the customer. At this time we have refurbished/reconditioned replaces available, therefore, this would be the option provided.
These are the options available if the customer does not wish to take advantage of the options provided we consider this resolved.

We will be refunding the customer.

When the device was received and reviewed by our technicians the bootloader on the device was unlocked. This voids our 1 year manufacture warranty, therefore we will be unable to replace/repair the device.

All subsidy codes are provided by carriers. Therefore we can't provide a code and consider this resolved.

The customer was contacted by our Baby Monitor support and they have resolved this.

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 made a one-time exception and replaced the phone. 
Sincerely,
[redacted]

Our accessory replacements are now handled differently. The customer contacted us on 1/11 and was provided with the phone number to contact for replacement. 1-888-508-6052

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10931654, and find that this resolution is satisfactory to me.
Sincerely,
Ernie [redacted]

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. A replacement phone is now being sent to me.  It is unfortunate how much effort and time on my part was required to get a timely replacement to my phone. Motorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting.
Sincerely,
[redacted]

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. This was a horrible process and a giant mess.  I will never use Motorola again for anything.  I should receive a refund or a partial refund for all the hassle I went through and not having a phone for many weeks.  Terrible company.
Sincerely,
[redacted]

If a device is replaced/repair under warranty, the warranty does not start over....

The warranty would continue from the original purchase date of the original device or 90 days after the device is replaced/repaired. The customer purchased their original device in January 2015, therefore, they are outside of the 1 year manufacture warranty. We would be happy to replace/repair the device. However, because the customer is out of warranty they would need to pay the out of warranty fee. If the customer does not wish to proceed we consider this resolved.

Initial Business Response /* (1000, 15, 2015/10/14) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
The customer was refund and the case was resolved in June.

Complaint: 11537443
I am rejecting this response because they have not taken care of any issues.  
Sincerely,
Dorothy [redacted]

We refunded the customer on 4/21/2017. We consider this resolved.