Lucine's Auto Sales and Leasing, Inc.

We are waiting for the customer to provide their proof of purchase.

Initial Business Response /* (1000, 5, 2015/09/18) */
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, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I was contacted by Motorola and offered an apology for the delay with my device, which I accept. I was provided regular updates in regards to my device, my order status page was adjusted to show the correct status, and I was informed of delays. My device has now been shipped and [redacted] be delivered this week.

Complaint: [redacted]
I am rejecting this response because:I DID contact the...

company WHILE the promotion was running.  MULTIPLE TIMES!  I contacted them through Facebook, I contacted them through email, through online chat AND by phone.  This is an absolutely ludicrous response by someone who obviously didn't even bother to read the complaint.    
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137296, and am happy with the solution they have provided for me. 
Sincerely,
Marissa [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124961, and find that this resolution is mostly...

satisfactory to me. However, it would not have cost Motorola very much to have said, "Sorry", and that they regretted the screw-up and would strive to do better in the future on customer service. 
Sincerely,
Sheila [redacted]

I have already personally spoken with this customer in regards to this same complaint.  The customer contacted us on 12/21 and her device was submitted for our repair and return program.  The reason for submission was that the phone would not charge.  When we received the device in...

our warehouse the device had part of a charger melted into and adhered to the charging port.  The customer admitted that she had used a non Motorola brand charger to charge her device and that is when this damage occurred.  The portion of the charger which is melted to the customer's 3rd Generation Moto * is not a Motorola charger.  The manufacturer warranty states that only Motorola brand accessories should be used with Motorola devices, as if damage occurs from use with a non Motorola brand accessory, the device or damage will not be covered under the manufacturer warranty.  The damage to the charging port of the customer's device is considered to be external physical abuse and this is not covered under the manufacturer warranty.  The manufacturer warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20...⇄  Since the customer used a non Motorola brand accessory and caused damage to her device we are not in the position to replace her device nor provide her with a refund.  Motorola considers this matter resolved.

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]@gmail.com] Sent: Friday, November 11, 2016 10:32 AM To: Revdex.com Info <[email protected]> Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted] Why can I not reject this? I am trying to reject the business's claim but cannot.I reject the claim based in physical evidence. The capacitor exploded due to a bad battery (known manufacturer defect which [redacted] has created an easy replacement process for) causing capacitor gel to leak. This liquid is what turned the liquid damage indicator to red. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer's order was delivered via Fed Ex tracking number XXXXXXXXXXXX on 9/22. We apologize if the customer was provided with misinformation. We are not in the position to...

provide the customer [redacted] a discount on the order. We consider this resolved.

Complaint: [redacted]
I am rejecting this response because:I just responded to the case.  My apologies as it was stuck in my spam folder.  I will accept the response when we resolve the issue.
Sincerely,
[redacted]

The customers device was delivered today via FedEx tracking number [redacted]

Complaint: 11607460
I am rejecting this response because:If this is the best they can do than this matter shall stay unresolved and let it be known that Motorola does not stand behind their product! Please post accordingly so others may be informed and deter from doing business with them!
Sincerely,
Chad [redacted]

We are working on processing the refund and will let the customer know when it's completed.

We will be reaching out to the customer.

The customer purchased their device from [redacted] in November. The customer may have received something from [redacted] regarding their return policy being 90 days. I have listed our warranty below and it does not state that their is a 90 day return policy. I have also listed our terms of sale from our...

website where if a device is purchased directly from us we have a 14 day return policy or 30 days for California. If the customer would like to return the device for a refund it would need to be returned to [redacted] because the device was purchased and paid at [redacted]. If the customer is having trouble with the device and trouble shooting does not resolve the issue our 1 year manufacture warranty states at our sole discretion we will: 1. repair the device with recondition/refurbished or new parts, 2. replace the device with reconditioned/refurbished or a new device or 3. refund the purchase price. At this time we have reconditioned/refurbished parts and replacements available. We would be happy to repair or replace the customer's device. The contacted us on 12/18 and were provided with our replacement options. If the customer does not wish to take advantage of either of them we consider this resolved.

The customer was provided with an X code to order a new device.

A like for like replacement device is shipping via FedEx tracking number [redacted].

Complaint: 10927698
I am rejecting this response because: My phone has manufacturing faults and they won't replace it. My Bluetooth, which was a key selling point doesn't work. 
Sincerely,
Austin Smith

The customer needs to contact [redacted]. It does not matter what phone number either phone is activated under and [redacted] will be able to assist in activating the devices to different phone numbers. The customer paid [redacted] for these devices, therefore if the customer wishes to receive a refund it...

would need to come from [redacted]. We consider this resolved.

We would be happy to repair/replace the devices. However, all of our replacements are certified like new. Therefore, the replacement devices will not be brand new.

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
We [redacted] be reaching out to the customer to resolve.