Lucine's Auto Sales and Leasing, Inc.

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

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.

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 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.

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

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...⇄

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.

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

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]

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

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.

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.

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!

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, 2015/10/20) */
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.

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.

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