Lucine's Auto Sales and Leasing, Inc.

We will not replace any device without a valid proof of purchase or receipt. If the customer can not provide one we will be unable to replace the device.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11666678, and find that this resolution is satisfactory to me.
Sincerely,
Wayne [redacted]

This...

customer was sent an email on 12/1/2017 letting them know that a manual check would take a minimum of 4-6 weeks. Customer was given the option of processing a manual check or processing an EFT transfer and was informed that the EFT transfer is a much faster process. This customer chose to process the manual check and this check request was started on 12/7/2017. Again, as stated to the customer this process does take a minimum of 4-6 weeks. Once the check has been sent we will reach out to the customer to let them know the check has been sent.

We are working on getting the replacement shipped as soon as possible. Once the replacement ships the customer will get an email with the tracking number.

We have sent the customer and X code to order a new device.

We will not be refunding the customer. The customer has invalidated their warranty by altering the device. Our warranty states it is our sole discretion what replacement/repair option will be provided. I have listed the warranty below. If the customer does not wish to proceed with the options...

provided we consider this resolved. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139...⇄

Initial Business Response /* (1000, 5, 2015/04/09) */
Contact Name and Title:[redacted]
Contact Email:[redacted]
I have reached out to the customer to offer upgrade options due to circumstances.
Final Business Response /* (1000, 8, 2015/04/16) */
Customer was provided redemption pin...

to customize new Moto X 2nd Generation via Motorola's website.

If the customer does not wish to go through trouble shooting we consider this resolved.

A new RMA was processed for the customer by Jessica in our Executive Customer Relations Department. We consider this resolved.

In March of 2017 we replaced the customer's device under our 1 year manufactures warranty. All replacement have a 90 day warranty or the remainder of the 1 year warranty from the date of purchase of the original device. The customer is outside of our 1 year manufactures warranty. Therefore, we are...

not in the position to replace the device and consider this resolved.

The customer's replacement is shipping today via [redacted] via tracking number is [redacted].

The customer's device was replaced by [redacted]. The customer is not satisfied that the replacement device was a refurbished device. If the customer is having trouble with the replacement they received from [redacted] we would be happy to assist with trouble shooting.

Complaint: [redacted]
I am rejecting this response because:It took over 2 months to get a response. I phoned many times and...

was always told someone would call me the next day.Does Motorola only respond when someone complains on Revdex.com?Now I have a replacement phone that I purchased in the two months. How many hours of my life did I waste dealing with Motorola? Any chance of an apology?Motorola is more interested in making sure there Revdex.com rating stays clean and couldn't care less about the thousands of other customers who simply gave up on dealing with such an inept bureaucracy.Yes I got the phone that was delivered and no I haven't had a chance to test that it works properly yet.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business still refuses to repair or replace the phone at no additional charge as stipulated to in the warranty, even though I am well within the warranty time period and manufacturer's defects are covered by the warranty.  See previous messages for details.Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/28) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer's case has been escalated to our finance department to process a refund for the amount that he was charged ( 546.25 USD). I am contacting the department directly...

to see if we can get the process expedited.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last handful of Motorola representatives that i've talked to have given me the same answer. Unfortunately, until I see anything beyond, "I [redacted] look into it personally." I [redacted] not be satisfied.
While Motorola did not include this in their response to Revdex.com, I received a personal email from[redacted] stating that they [redacted] not reimburse me for interest acquired on my credit card. This interest was acquired for a charge from Motorola that has reflected in 3 of my credit card statements, because of a mistake that Motorola's uninformed representative team made initially, who then assured me for 2 months that the hold was let go on a credit card they don't even accept. It is totally irresponsible and has been an inconvenience to me. As well, I need to be assured that I can return my current Moto X (still damaged) for a full refund without having to go through a 2-3 month process that leads me to reporting the company.
Final Business Response /* (4000, 9, 2015/04/29) */
The customer's refund for the amount of 546.25 USD has been processed and expedited.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11118035, and find that this resolution is satisfactory to me.
Sincerely,
Allison [redacted]

The customer sent an email verifying that they received the refund. We consider this resolved.

We apologize that the customer is not satisfied with our replacement options. However, these are the only options available. If the customer does not wish to proceed with the options provided we consider this resolved.

We appreciate your business and loyalty. However, we have no control over the update.

Complaint: 11641569
I am rejecting this...

response because:The reasoning that it is the carriers' faults that this has not been updated I believe does not show the entire story.  While I understand that they must approve any updates, the fact that many, many other brands have been able to adopt the more recent updates, even for Motorola phones, but for some inexplicable reason, they will not approve the update for the specific make and model of the Droid Turbo strikes me as wrong.  Either the carriers are choosing to show favoritism toward [redacted], **, etc, or else Motorola must have a part to play in the fact that the approval may never actually happen.  If one looks at the false promise of updating the Moto E, which Motorola then turned around and refused to do, I have a hard time also believing Motorola when they say "It's not our fault we can't get the update to you!"  Yes, it may be held up by the carriers, but it has the appearance that Motorola is not doing their part to ensure that the update will pass the criteria to get it approved.  While I may not have all the facts to go off, simply looking at Motorola's recent track record would indicate that this is a logical conclusion to come to. Motorola's response to this has shown me a company that is not willing to accept responsibility for their part in the fiasco and unwilling to make things right.  I have been a loyal Motorola customer for a decade now, falling in love with the Moto Razr and continuing on with the company since that time.  It has been very disappointing to watch the company slowly degrade into the state that it is in today.  I ask you to please reconsider and help make this right before my opinion becomes irreversibly negative towards Motorola. 
Sincerely,
Zachary [redacted]