Lucine's Auto Sales and Leasing, Inc.

A new RMA was processed for the customer, RMA number [redacted] I have listed the link for our warranty below. All replacements are like for like reconditioned/refurbished device unless parts/replacements are not available. We will not be upgrading or sending the customer a brand new...

replacement.  https://motorola-global-portal.custhelp.com/ci/fattach/get/84320...⇄

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]

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]

We manufacture phones and have no control over [redacted] applications. This complaint should be sent to [redacted].

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.

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...⇄

If the customer does not wish to go through trouble shooting 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.

We would be happy to assist the customer with troubleshooting their device. We don't show any contacts from the customer. If the customer is in need of assistance they may contact customer service at [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.

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.

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]

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

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]

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

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer spoke with our Executive Customer Relations Department yesterday regarding this order. The customer was told that we can not refund for the order until we have...

received the product back. The customer was sent a prepaid return label, once the device is returned the customer [redacted] receive their refund within 7-10 business days. We did cancel the Moto Care Accident Protection Plan yesterday and the refund customer [redacted] receive that refund within 7-10 business days.
We [redacted] not refund the customer the remaining amount until the device is received.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unsatisfactory. The company has failed to satisfy a single promise made. Three different shipping/delivery dates were given and none of them were correct. I was told by a supervisor at the company that my order was cancelled when it was not.
I have absolutely 0 confidence that returning my item [redacted] result in a refund, given the experience so far with the company. If this is a mutual exchange, they are the party responsible for proving trustworthiness at this point.
I do not accept excuses about their logistics problems or "small window of ability to cancel an order". For an online retailer, these excuses are beyond ridiculous.
Motorola can refund my money and apologize for giving me false information on 4 separate accounts, and I [redacted] return the item. That is the only satisfactory conclusion, and I am not even asking yet for the opportunity cost of the hours of time I've spent talking with their support staff under false pretenses provided by that staff.
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lying and/or misinforming a customer on 4 separate occasions and not following through with a single promise made, and then demanding to set the terms for recompense which happen to require further trust from the customer is not acceptable. It doesn't resemble a transaction between two equal parties; it is bullying.
There also comes a point at which continuing to advertise "delivery" dates or shipping dates that you cannot meet becomes outright fraud.
Final Business Response /* (4000, 9, 2015/10/01) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
I apologize for the misinformation the customer received when they were informed the order was cancelled and for any inconvenience this may have caused.
We [redacted] not refund the customer until the product is received back. If the customer does not wish to return the product we consider this resolved.

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

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

The customer needs to contact customer service at 800-734-5870 to complete troubleshooting on the device if troubleshooting is unsuccessful we will then offer replacement options.