Lucine's Auto Sales and Leasing, Inc.

The replacement device has shipped via [redacted] The tracking number is [redacted] and it is expected to be delivered on 1/26/2016.

The customer spoke with our Executive Customer Relations Team yesterday and a replacement will be shipping out once we receive back the defective device.

We no longer manufacture the Moto G 2nd Generation, therefore we will be unable to replace with brand new devices. We would be...

happy to repair/replace the customers device but they will be replaced with certified like new devices. If the customer does not wish to take advantage of our repair/replacement options we consider this resolved.

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motrola.com
The customers order shipped out yesterday, 8/14/15 via Fed Ex tracking number XXXXXXXXXXXX and is expected to be delivered tomorrow. We consider this resolved.
Initial...

Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As you can see you had to re update the shipping date . Motorola has serious problems with shipping logistics but I'm glad you finally shipped my order . a little to late but I can always return it .

Revdex.com:
I have reviewed the response, and as long as the refund is processed, I accept the business' reply. The business should also know that their repair staff has given me...

more misinformation about my phone today, as it still has not even started the repair process despite the fact that they have had it for 8 days.
Sincerely,
[redacted]

If a customer contacts any company with unknown charges on there account or claiming that there have been fraudulent charges made on their account, no company can legally give out any information on the order without a subpoena. If the customer wishes to receive more information regarding the order...

a subpoena will need to be sent into our legal department. If the customer does not wish to do this we can not provide any further information.

Complaint: [redacted]
I am rejecting this response because: my Moto X 2014 Pure Edition is a developer edition phone, which was advertised by Motorola on their Twitter, ads, and news announcement to be bootloader unlockable WITHOUT voiding the warranty. However, Motorola sending me broken replacements for my working device is obviously a scam. At this point, I'm too tired to deal with them and just going to get a new phone with another OEM. They are a scam since [redacted] took over, cheating and lying to their customers. If you're a customer reading this, remember that Motorola is no longer the American company with the great reputation that Google rebuilt. Be careful, and run the other way.
Sincerely,
[redacted]

The customers device has cosmetic damage which is not covered under the 1 year manufacture warranty. We would be happy to repair/replace the device. However, we will not waive the fee.

Complaint: [redacted]
I am rejecting this response because: I already had the device replaced once and continue to have issues. Therefore I am requesting a refund. The customer service I received is unacceptable, and this has been going on for months.
Sincerely,
[redacted]

Our warranty states the we will repair or replace the device with a like for like device. A device was shipped to the customer via FedEx tracking number [redacted] and is expected to be delivered on 3/29. We will not be providing an X code to redesign a new device and consider this resolved.

An RMA was created for the customer. Her device was received yesterday, 4/5. Once the device is evaluated it will either be repaired or replaced and then shipped back out to the customer. The customer will be notified via email once it ships out.

All [redacted] devices need to be replaced directly through [redacted]. We will be unable to replace the device.

We would be happy to replace the customers device. However, the customer is outside of the 1 year manufacture warranty. To replace the device there would be an associated out of warranty fee in the amount of $125 plus applicable tax to replace the device. If the customer does not wish to proceed we...

consider this resolved.

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

Complaint: [redacted]
I am rejecting this response because: I need a proper estimated time of arrival.  This response does not ensure any timeline, and I could very well not receive a refund.  Please advise on when I should expect my refund.
Sincerely,
[redacted]

Revdex.com:
I have not reviewed the response made by the business in reference to complaint ID [redacted]However, I did get a...

nice call from Motorola and received replacement phone yesterday.Therefore I find that this resolution is satisfactory to me and really appreciate Revdex.com help.
Sincerely,
Igor [redacted]

All [redacted] devices need to be repaired/replaced directly through [redacted]. The customer was informed of this when they originally called for the replacement. We will be unable to assist with replacing the customer's device.

Our warranty states that it is at our sole discretion which option will be provided. We have repair/replacement options available, therefore, we will not be refunding the customer. If the customer does not wish to proceed with our repair/replacement options we consider this resolved.  https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1...⇄

Complaint: [redacted]
I am rejecting this response because: Again Motorola customer service does the same copying and pasting response as they previously did. They easily target their customers for their defective phones. The main question here is not how my phone broke because it was dropped from the bed, I paid the out of warranty that time and got a defective replacement. That is my question, WHY DID MOTOROLA REPLACE MY PHONE WITH A DEFECTIVE PHONE? which went broke in 2 months. Is this a normal scam Motorola pulls to get rid of their defective phone through customers who want to repair their phone?I won't consider this resolved till Motorola compensates for all my loss. I will certainly blog about this ordeal to all my followers on Youtube/twitter/instagram/blog and give a stern warning to all the people who consider buying Motorola phones in every media outlet I know.
Sincerely,
[redacted]

We do not provide support to unlock bootloaders as it is not something we recommend doing. If the customer is in warranty, it does void our warranty. The only information we will provide regarding unlocking the bootloader is the information the customer has been provided. We will not be able to...

provide the customer with additional assistance regarding this matter and consider this resolved.