Lucine's Auto Sales and Leasing, Inc.

The customer voided the warranty by unlocking the device. Our warranty states that warranty will be void. Therefore, we will not be replacing or repairing the customers device and consider this resolved.

Complaint: [redacted]
I am rejecting this response because:
If you say this is the correct device, then what color is it, you guys do switch and bait its clear you guys can switch anything in the warehouse and try to convince anyone to believe it, your company is lying to consumers. I will make sure Verizon wireless is anywhere what you guys do to there members
Sincerely,
[redacted] Hornick

Before a customer unlocks the bootloader/roots a device they receive the message found at the below link. Our 1 year manufacture warranty also states this voids the warranty. We will not be replacing or repairing the customers device as it is out of...

warranty.https://motorola-global-portal.custhelp.com/app/standalone/bootloader/u...⇄

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
I am seeing based on the customer's case in our system that his secure warranty exchange was closed on 4/30/2015 per his request. Due to this fact, we are unable to provide the...

customer with a code. I have reversed the authorization hold on his credit card, and he was not charged the repair estimate since his exchange was cancelled. He [redacted] have access to these funds in 3-5 business days.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not satisfy any portion of my requested resolution. I cancelled the RMA because, given past experience, I had zero confidence it would be carried out correctly. In fact just this afternoon 5/4/2015 I received an email saying my Xcode was now ready when on 4/30/2015 I got an email confirmation that the process was cancelled and my refund was set in motion. So clearly there is yet another disonnect between what was done (or not done) vs. what I was told would be done.
That being said, even though not through this resolution process, I have obtained a code for a new custom 32G Moto X Gen 2. I have used that code and placed my order. If the out of warranty fee and hold charges are removed from my credit card (currently still active) then those two actions together [redacted] result in the outcome I was requesting. At that point I [redacted] seek advice from the Revdex.com on how I should treat my case since it [redacted] have been resolved, but not through any intentional action based on this complaint. It [redacted] have been resolved through the disconnect in the treatment of my original warranty request.
Final Business Response /* (4000, 18, 2015/05/14) */
The customer's exchange order is closed, and his authorization hold has been reversed. I sent him a confirmation e-mail today, 5/14/2015 advising him of this.
Final Consumer Response /* (2000, 20, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have sought guidance from the Revdex.com on the issue of the terms being met, not by Revdex.com process, but likely through mishandling of the original case. I so far have not received any guidance and so am going to accept this final response and move on. Motorla did in the end fufill the stipulations I set forth.
I do so begrudginly though as the whole experience, especially with the REST team, has just been absolutely awful. The mis-handling of this Revdex.com case by Motorola, as shown by the incorrect information being presented several times by the business, is indicative of my experience with the REST team except that interaction was vastly worse. It was not just timing and confusion (like I believe is the scenerio in this Revdex.com case) that led to mis information. I was repeatedly told blatantly incorrect things that were never even remotely accurate. It was also left virtaully 100% up to me to follow up to keep chasing down the issue.
If you read many of the other complaints on this site you [redacted] find similar stories about mis treatment by the REST team. I urge Motorola strongly to look into this deparment as it generating a lot of negative feeling is their customers. They surely have lost me as a customer.

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
We [redacted] be reaching out to the customer to resolve.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Kristin,
Thank you for your response. At this time, I do not believe you have appropriately addressed the complaints highlighted in my case. For this reason, I do not consider the case closed.
You had mentioned that you were not able to locate the contacts from your customer support regarding his reply. Please take a moment to review this reddit thread which includes the conversation I had with your representative: https://www.reddit.com/r/MotoX/comments/3ne2an/motorola_rep_confirms_moto_x_2014...⇄ This misinformation is blatant dishonesty, and I have reason to believe that it was not out of negligible evidence. It is reasonable to say that this representative dishonestly relayed this information in an attempt to stall further action from my part.
Although Motorola is not solely responsible for releasing updates to my device, it does have responsibility to uphold prior guarantees made by them. Upon purchasing this device, it was explicitly clear that my device would be receiving updates for some time to come. Instead, granted that Android Marshmallow will not come to my device, no major updates will be pushed.
In addition to the Marshmallow complaint, there were several other complaints I had brought up in my initial correspondence. You failed to address them. To quote my case description, "I have experienced several problems that have made the phone practically unusable for me. The battery life has been well below what was advertised. On average, I am getting no more than 2 hours of battery life. The phone is also slow, laggy, and frequently freezes up when I press the home button." This type of performance is completely unacceptable for a phone advertised as a "flagship." It is these performance issues that have prompted me to request replacement of my phone with one that will adequately resolve these issues. Obviously, having the phone replaced with the same model will not be a reasonable solution.
Kristin, I sincerely hope that you will be able to work with me in coming up with a solution for my problems. I think I have been quite reasonable with my complaints, and my requested solution is totally within warrant. In the event my complaints are not addressed, I will have no choice but to seek other remedies. My hopes is that our correspondences will settle this claim, but if they do not, I will take my case public, and/or seek a resolution in small claims court.
Kind Regards,
Brandon [redacted]
Dated 10/18/2015

Our India support team is reaching out to the customer to assist.

We are working on getting the replacement shipped. Once it ships we will notify the customer.

The customer was informed that the device they would be receiving was a Moto X rather than a Moto G. We will not be replacing the device as the customer is outside of our 1 year manufacture warranty and the device has physical damage. We consider this resolved.

We are working on processing the refund and will inform the customer when it's complete.

The customer purchased their device from an unauthorized seller. We will not replace or repair the device and consider this resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11142944, and find that this resolution is satisfactory to me.
Sincerely,
Kenneth [redacted]

Complaint: [redacted]
I am rejecting this response because: I have...

paid enough for a device that has been nothing but problems. Even though the $24.99 is only a hold I feel this is still unacceptable for something that should be working. The refurbished devices I'm receiving isn't fixing the problem. 
Sincerely,
[redacted]

We are not in the position to refund the customer. If the customer wishes to follow our warranty policy/options we would be happy to assist them. They may contact customer service 800-[redacted].

The customers device is expected to be delivered to us tomorrow via FedEx tracking number [redacted]. Once we receive it a replacement will ship out within 3-4 business days.

The customer's refund was processed on 11/11/2015. It will reflect in the customers account within 3-5 business days.

We have provided the customer with an X code to order a replacement device. We consider this resolved.

Complaint: 11120300
I am rejecting this response because: I spent an hour and eight minutes (after waiting...

nine minutes to connect, and starting my timer several minutes into the chat) attempting to resolve this. In poorly written English, I was informed I would receive a phone call concerning my issue in 3-6 business days- the individual disconnected me without at any point getting my phone number, so I am doubtful that will occur. Punukollu was the individual, and the chat is maintained if you would like a copy. They did not acknowledge my issue, and simply erased all my data on the 360 rather than resolve the actual issue, you violating my rights and erasing my content from my device and replacing with another software. I will not be "accepting" until this is resolved- last time I accepted a Revdex.com offer from you (Motorola), I was simply ignored and never contacted or engaged, so you "resolved" the issue and gained yourself a resolution point on Revdex.com, but did not honor your claim. I will not make that mistake again.
Sincerely,
Steven [redacted]

Our warranty states that we will replace the device like for like unless parts/devices are unavailable. Parts/devices for the Moto X are not available. Therefore, our warranty states we will replace with an equivalent product. The Nexus 6 that is not only equivalent to the Moto X but also an upgrade. We have replaced the customers device under our warranty terms. Therefore, we consider this resolved.

Complaint: [redacted]
I am rejecting this response because:
I have received horrible service and I deserve much more than what was offered. I have been threw way to much to be told that they will do nothing more then give me a watch I don't want.
Sincerely,
[redacted]