Lucine's Auto Sales and Leasing, Inc.

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.

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]

The device is shipping out today via [redacted] tracking number [redacted].

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]

A cracked screen is considered physical/cosmetic damage. Physical/cosmetic damage is not covered under our 1 year manufacture warranty. Below is the link to our warranty. If the customer has processed insurance claims on their device in the past we are not locating these in our system. The customer...

may have processed these through Verizon or Asurion. We will not be refunding the customer for the insurance claims they have processed in the past and if the customer wishes to replace the device there will be a charge for the physical damage. If the customer does not wish to proceed we consider this resolved. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/139...⇄

Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
I [redacted] reach out to the customer for replacement options
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
They have not called me nor have they done anything to issue me a FREE CUSTOM REPLACEMENT. I paid $425 for this phone, the software crashed.. It's their job to help me, the customer, replace my custom Moto x
Final Business Response /* (4000, 10, 2015/04/20) */
The customer was provided a redemption pin to customize a brand new Moto X 2nd Generation on 4/20/2015

There is no reason to replace this device, as the [redacted] on the device can simply be replaced. The customer may purchase a new [redacted] on www.motorola.com for $29.99 or the customer may send the device in and we would be happy to replace the [redacted] for $59.99.

The customers [redacted] account was refunded on 11/1 in the amount of $359.92. We consider this resolved.

We would be happy to assist the customer with warranty options after they have gone through trouble shooting with our Level 3 technical support. They may contact customer service at [redacted] Monday - Friday from 8 AM - 6 PM CST and request to speak with L3 technical support for assistance.

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

Complaint: [redacted]
I am rejecting this response because:it says they will reach out to me to resolve, but I have not heard anything from them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company, Motorola, did NOT specify that they would repair the OBVIOUSLY faulty device, that is five months old. They committed to REPLACE the phone!! READ your OWN wording to us in the complaint. YOUR representative said if we go with option 1, which put my wife without a phone for almost a month, that you WOULD replace the device. YOU failed to do that, and are therefore guilty of lying to a customer. AND refusing to call me back after promising to do multiple times is Atrocious customer service!! So NO I don't accept your resolution!!!! 
Sincerely,
[redacted]

In order to replace the device we need the receipt or proof of purchase. Without this we will not replace the device.

Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customer is outside of our return time of 14 days (30 days for California). We [redacted] not be refunding the customer. If the customer wishes they can complete trouble shooting...

on the device and if it is not successful we would be happy to replace the device.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Motorola response is clearly flawed and lacks any merit!! If Motorola actually looked into the complaint and reference # I provided in my earlier message, they(Ashley) would have seen that 1)This would be the 3rd phone I would be getting in the last 10 months!! CLEARLY this phone(Moto X 2nd Gen)is deeply defective. 2)So they(Motorola) want me to "troubleshoot" the device which I have done on numerous occasions(by the way both by myself and with 2 Technicians from their Tier 2 dept) then if the problem still persists, I should ask for a replacement of a phone that I already replaced twice??? That makes ZERO sense!
Final Business Response /* (4000, 9, 2015/10/22) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
Our warranty states that at our sole discretion we [redacted] replacement with a reconditioned/refurbished device, replace with a new device or refund the consumer. We have replacements options available to replace the device, therefore, we would replace the device.
We [redacted] not refund the customer as the are outside of our return time.
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] switch to a more reliable/customer friendly and reputable phone company in earnest. Thank goodness consumers have a LOT of viable options. [redacted] also make sure I notify as many people as possible to stay away from ANYTHING that has Motorola written on it. BIG mistake on my part....never again

We apologize for any inconvenience. However, this is our policy and the customer is outside of the return time.

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,
Neri [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]

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@motorola.com
The customers order is delayed due to items being out of stock. The order is expected to ship between 8/24 and 9/2. We are unable to cancel the order as it has been sent to our...

warehouse to be manufactured. When a customer places an order on our website they have a 2 hour window to cancel an order, this information is provided to them when they get their order confirmation email. We are unable to cancel this order. If the customer does not wish to keep it they may contact us when they receive to setup a return.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An update on this case.
The phone has been received today. Thank you very much for the fast shipping. It is appreciated!

Our warranty states that we will either repair, replace or refund. Our warranty can be found at the below link. The customer contacted us on 3/25 and setup a new Repair and Return, RMA 160326-001301. Once the device is received it will be evaluated. If it is able to be repaired it will be. If not...

the customer will receive a replacement. [redacted]f

Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
We would be happy to process a replacement for the customer, however the credit/debit card the customer is using to process a replacement is being declined by the financial...

institution. We recommend that the bank contact their financial institution and once it is resolved on their end they may contact us back to process a new replacement RMA.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the bank and all is fine, they say that there was an issue in Sep when this was first tried but no attempts have been made since. Please run this card or contact me to provide another card if you have any problems. I have tried to go through the 800 number again but they refuse to help because they say the item is not in stock. My email is [redacted]@gmail.com if you would like to reach me that way, or call XXXXXXXXXX, but when I call the 1800 number, no one [redacted] help me so that is not an option.
Final Business Response /* (4000, 9, 2015/10/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
We have contacted the customer and processed a new RMA.