Lucine's Auto Sales and Leasing, Inc.

An RMA has successfully been processed for the customerRMA # 170308-

We would be happy to assist the customer with trouble shooting the devices to see if the issues can be resolvedIf the issues are unsolvable we would be happy to discuss repair/replacement optionsA refund is not an option at this timeIf the customer would like to go through the trouble shooting
they may contact customer service at 800-734-

Complaint:
I am rejecting this response because:This is so unfair conduct by Motorola.If they would fix the phone then just refund my money
Sincerely,
Chuck ***

The customer did not contact us before sending their device inIf the customer were to contact us we would have processed a warranty RMABy setting up a warranty RMA the customer would have received a prepaid return labelDue to this not being done and the customer not sending the device
certified with a tracking number we have no way to locate this deviceWe will not be replacing the device and consider this resolved

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 ***

The customer needs to contact ***It does not matter what phone number either phone is activated under and *** will be able to assist in activating the devices to different phone numbersThe customer paid *** for these devices, therefore if the customer wishes to receive a refund it
would need to come from ***We consider this resolved

The customers *** account was refunded on 11/in the amount of $We consider this resolved

A new RMA was processed for the customer, RMA number *** I have listed the link for our warranty belowAll replacements are like for like reconditioned/refurbished device unless parts/replacements are not availableWe will not be upgrading or sending the customer a brand new
replacement. https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/red...⇄

We would be happy to replace the customer's deviceHowever, the replacement would be a like for like model (customer would receive the same model as their original device)We are currently not running any promotions on the 2nd Generation Moto If the customer would like to sign up for
promotional offers they may do so at the below link. https://pages.motorola-mail.com/registration-us-en/

Initial Business Response /* (1000, 5, 2015/04/17) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We *** reach out to the customer and provide solution

The customer's replacement device was delivered today, 12/16, via FedEx tracking number *** We apologize for the frustration and any inconvenience this causedHowever, we will not be providing compensation and consider this resolved

We were able to review the call records and the customer was not informed they would be upgraded to a 2nd Generation Moto The customer's original device has been sent off for partsTherefore, we are no longer able to send it back to the customerWe have provided the customer with a like for
like replacementA refund is not an optionWe consider this resolved

The customers replacement is shipping today via ***The customers tracking number is ***

Our warranty states the we will repair or replace the device with a like for like deviceA device was shipped to the customer via FedEx tracking number *** and is expected to be delivered on 3/We will not be providing an X code to redesign a new device and consider this resolved

All *** *** devices need to be repaired/replaced directly through *** ***The customer was informed of this when they originally called for the replacementWe will be unable to assist with replacing the customer's device

The replacement device was shipped via *** tracking number *** and delivered on 2/

The customer placed their order on 8/9/The order was delivered to the customer via *** tracking number *** on 8/15/Below is a link to our Terms of SaleThe customer is outside of our return timeTherefore, we will be unable to process a refund for this
order. https://www.motorola.com/us/legal/terms-of-sale

Contact Name and Title: Ashley
Contact Email: [email protected]
We offered to replace the customer's deviceThe customer refused the replacement we offered and requested that their original device be sent back to themTherefore, we sent the device back unrepaired per the customer's requestThe reason the device still does not work properly is because it was returned unrepairedWe consider this resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***They have reached out to me via email with the following response: "Hello ***, I'm contacting you regarding your
Revdex.com caseI'm sorry to hear about your device and the delay in getting a replacement out to youWe are unable to send your device back to, I apologize for any inconvenienceI have placed an order to ship a device out to youYour order number is ***I will let you know once it ships outIf you have any questions please let me know. Kind Regards,***Motorola Customer CareExecutive Customer Relations Department" I find that this resolution is satisfactory to meThank you for your help in getting this issue resolved!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: even if I was going to a GSM provider, I would still be without a subsidy codeSay I am now taking this phone to AT&T and need to have the phone unlockedNeither my former carrier nor Motorola would be able to unlock my phone for meI hold Motorola completely responsible
Sincerely,
*** **