Lucine's Auto Sales and Leasing, Inc.

the business has contacted me, we have yet to come toand agreement. 
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 contacted us yesterday and processed a Return and Exchange RMA. We are not in the position to refund the customer as they purchased their device from Verizon and it was purchased over 14 days ago, which is our return policy. If the the customer sends in their defective device we will...

ship a replacement. If the customer does not wish to send the device in for the replacement we consider this resolved.

Complaint: [redacted]
I...

am rejecting this response because:I will not spend time to work for Motorola. A phone requires my attention is fine. If it takes 20 hours to care, I cannot afford the time.I understand Motorola has its policy that customers must go through time consuming process to get the phone repaired, which is even longer. I wish Motorola the best in the future.
Sincerely,
[redacted]

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

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

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...⇄

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.)

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.

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

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

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.

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.

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.

Complaint: [redacted]
I am rejecting this response because: I am working with google to resolve this issue my phone is in perfect condition it is the update that motorola modified that is corrupted and I should not loose my $500 because motorola modified the update incorrectly that is why it is not compatible with my phone. I am working with google and they have escalated this issue to I vestigate what happened and who should be resposible I will no settle for a used phone when I have not damaged it myself either google or motorola are responsible and should own they are at fault.
Sincerely,
Sandra Garcia

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

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]

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

Complaint: 11504775
I am rejecting this response because: I visited the...

service center yesterday and the replacement screen also had a scratch on it again submitted it for repairing worst experience in after sales customer  experience ever faced in my life ... Will go with Lenovo in my life      
Sincerely,
Kartikaye [redacted]

We are reaching out to the customer to resolve.

Complaint: 11683586
I am rejecting this response because: the concern is the fact that my money was held for over 20 days. It took 20 days to notify me...

that the order was being cancelled. It took another 3-4 days to actually cancel the order and I am still waiting for my money back. I want answers to why it takes 20 days to realize you don't have parts to make something. 
Sincerely,
Justin [redacted]