Lucine's Auto Sales and Leasing, Inc.

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

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.

We have refunded the customer in the amount of $265. This will reflect in the customers account within 2-5 business days.

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

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

The customers device has been replaced. It was delivered today via [redacted] tracking number [redacted].

The customer purchased the device from [redacted] over 14 days ago, our return for refund policy is 14 days. Therefore, we are not in the position to refund the customer. We would be happy to repair the device. The customer was offered the repair and the declined this offer.

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.omc
The customer contacted us on 9/24/15 to cancel the order. The order has been cancelled. We consider this resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)

A return was setup for the customer. The customer has returned the order via FedEx tracking number 795096286419 and it is expected to be delivered to us today. Once we receive it the customers refund will process within 7-10 business days.

Below is a link to our warranty. The customer's device has cosmetic damage. Cosmetic damage is not covered under our 1 year manufactures warranty. The customer has been provided with our replacement options. If the customer does not wish to take advantage of them we consider this...

resolved.  https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1...⇄

Hello Brandon,
I reviewed the link that you provided and I apologize that you were informed that the device would be receiving the update. The agent you spoke with will be provided the proper coaching to ensure this issue does not occur again in the future. I'm sorry if you feel that he intentionally mislead you but I can assure you that was not the case. While the information you were provided was in fact incorrect, I don't believe the agent intentionally mislead you. In the forums post you reference in the chat our forums manager does clearly state that your particular device will not be receiving the update.
Motorola guaranteed that your particular device would receive one update. This was also clearly advertised. Motorola honored this guarantee as the device was released with Android KitKat and then was updated to Android Lollipop. Motorola never stated that the device would be receiving numerous updates and I apologize if there was any misunderstanding.
Again, I apologize that you are experiencing issues with the device and we would be happy to assist you with this. You will need to speak with our technical support department to work on resolving these issues. If the troubleshooting does not resolve the issues you are experiencing we can then discuss replacement options. However, your device will be replaced with a certified like new like for like device. You will receive another 2nd Generation Moto X for Verizon. Neither an upgrade nor a refund will be offered as we have replacement options available. Motorola's manufacturer warranty clearly states that the device will be replaced with a like for like model. The warranty can be located at https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ /> If you are not satisfied with this resolution you are welcome to seek any other remedies you deem necessary. However, this will be the only available option. If you would like to work on troubleshooting the issues you are having with your device please feel free to contact our technical support at 800-734-5870. If you have any other questions please feel free to contact me.
Kind Regards,
Motorola Customer Care
Executive Customer Relations
Kristin

Without a proof of purchase we will not replace the device as in warranty. If the customer does not wish to process a replacement as out of warranty we consider this resolved.

If the customer purchased their device in January 2015, the device is out of warranty. We would be happy to replace/repair the device for a fee. However, we will not be upgrading the customer to a different device.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not satisfied with the resolution but at this point I am tired of...

dealing with it. Motorola's resolution was to replace my phone with a different design that does NOT include the exclusive features of my original model. It does not have the exclusive color, leather back, or engraving. To get the leather and engraving it would have cost me more and the exclusive color, I was told, was not an option.  I have accepted the replacement phone because I NEED a phone and can no longer afford to wait. I am NOT satisfied but the matter can be closed. I will take my future business elsewhere. 
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.
Sincerely,
[redacted]

The customer has been provided with an X code to place a new order. We consider this resolved.

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.
But only barely, as I would...

have preferred a refund to a replacement since I have little faith that the replacement will work without issue, and I dread having to deal with either Motorola Repair, or Customer Service ever again. Motorola did only the bare minimum for me - provided me with a working phone in new condition, 8 weeks after I bought the original phone and 6 weeks after I first had to return it for repair. They agreed to replace the phone only after numerous phone calls, chat sessions, trips to my local FedEx office, and a formal complaint to the Revdex.com. And when I asked that they send the replacement without delay instead of making me return my damaged phone first, they would only do so if I provided a credit card for a deposit, which I found insulting under the circumstances.
Sincerely,
[redacted]

The customers replacement is shipping via [redacted] tracking number [redacted].

We are reaching out to the customer to resolve.

The customer did not contact us before sending their device in. If the customer were to contact us we would have processed a warranty RMA. By setting up a warranty RMA the customer would have received a prepaid return label. Due to this not being done and the customer not sending the device...

certified with a tracking number we have no way to locate this device. We will not be replacing the device and consider this resolved.