Lucine's Auto Sales and Leasing, Inc.

We apologize for any inconvenienceThe device is out of stock and no longer availableTherefore, we will be unable to fulfill the order

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title:***
Contact Email: ***@motorola.com
As of now the Droid Turbo will receive the Lollipop update, at this time it is still in the testing stages and will be released in batches by Verizon
The customer has
been offered a like for like replacement and is not satisfied with our policy
We will not upgrade the customer to a different device as our warranty states if a device is replaced it will be equivalent to the original deviceThe equivalent of the Droid Turbo would be the Droid Turbo as it is still being manufacturedOur warranty can be viewed at the below link
https://motorola-global-portal.custhelp.com/ci/fattach/get/XXXXXX/XXXXXXXXXX/red...⇄
If the customer chooses to process a replacement for a like for like replacement we would be happy to assist in the matter and may contact customer service at XXX-XXX-XXXX to do so
We consider this resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained to "Ashley", the what I am requesting is not difficultAsking to have the Turbo replaced with the Nexus device is not an upgradeIt is to compensate for Motorola's complete inability to properly update a device that is being illegally advertised as having the Lollipop UpdateThis is considered deceptive business practices and deceiving advertisingFurthermore, the reason for the request of the device is because my Turbo is experiencing several issues related to calling, WiFi, and data coverage as a result of the Advanced Calling update that Motorola pushed out in FebruaryMotorola is the reason the device has issues and Motorola is the reason the device is not currently being upgradedAs I said to Ashley before, Motorola is being incredibly rude and arrogant regarding this device replacementThe Nexus device is a comparable replacementCompanies that actually have decent customer service make exceptions to their policiesIn this case, Motorola is at faultThis matter is not resolved and should not be treated as such
Final Business Response /* (4000, 9, 2015/06/23) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer contacted us and set up an exchangeWe are sending the customer Red Droid TurboWe consider this resolved
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:I have not signed or authorized anything to just left the package in front of the apartment building where anyone on the sidewalks have access to itIt's motorola's fault to pre-authorize *** to do so, and that's why the claim is denied by ***Motorola seems not to care about the safety of the customer's device because no signature is required for such an expensive smart phoneAs far as I know any other big smartphone companies or mobile agent like ***, ***, *** will require customers' signature on smartphone packages
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Kristin,
Thank you for your responseAt this time, I do not believe you have appropriately addressed the complaints highlighted in my caseFor this reason, I do not consider the case closed
You had mentioned that you were not able to locate the contacts from your customer support regarding his replyPlease take a moment to review this reddit thread which includes the conversation I had with your representative: https://www.reddit.com/r/MotoX/comments/3ne2an/motorola_rep_confirms_moto_x_2014...⇄ This misinformation is blatant dishonesty, and I have reason to believe that it was not out of negligible evidenceIt is reasonable to say that this representative dishonestly relayed this information in an attempt to stall further action from my part
Although Motorola is not solely responsible for releasing updates to my device, it does have responsibility to uphold prior guarantees made by themUpon purchasing this device, it was explicitly clear that my device would be receiving updates for some time to comeInstead, granted that Android Marshmallow will not come to my device, no major updates will be pushed
In addition to the Marshmallow complaint, there were several other complaints I had brought up in my initial correspondenceYou failed to address themTo quote my case description, "I have experienced several problems that have made the phone practically unusable for meThe battery life has been well below what was advertisedOn average, I am getting no more than hours of battery lifeThe phone is also slow, laggy, and frequently freezes up when I press the home button." This type of performance is completely unacceptable for a phone advertised as a "flagship." It is these performance issues that have prompted me to request replacement of my phone with one that will adequately resolve these issuesObviously, having the phone replaced with the same model will not be a reasonable solution
Kristin, I sincerely hope that you will be able to work with me in coming up with a solution for my problemsI think I have been quite reasonable with my complaints, and my requested solution is totally within warrantIn the event my complaints are not addressed, I will have no choice but to seek other remediesMy hopes is that our correspondences will settle this claim, but if they do not, I will take my case public, and/or seek a resolution in small claims court
Kind Regards,
Brandon ***
Dated 10/18/

Complaint: ***
I am rejecting this response because it does not resolve the issue with this defective model phone. This model has had wide spread sound issues and is now discontinued probably for that reason. Motorola should acknowledge the defects in this model and issue a recall. I recently learned that their phones are now manufactured in China which may also explain the decline in the product quality. Shame on Motorola for moving their production to China then refusing to stand behind the faulty workmanship
Sincerely,
Albert ***

The customer was sent a return label this morningThe return tracking number is ***Once we receive the defective replacement device back we will refund the customer

We will be shipping out back cover as a one time courtesy via FedEx tracking number ***Please be advised that the RMA confirmation email states to remove all removable back covers, cases, SIM Cards, etcIf the customer processes a RMA in the future the back cover must be removed
prior to sending the device inWe consider this resolved

Revdex.com:
I have reviewed the response made by Motorola in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The customer has been dealing with the Executive Customer Relations DepartmentWe would be happy to assist the customer but the customer is not satisfied with our optionsIf the customer is unhappy with the options and doesn't want to follow the process we consider this resolved

We no longer manufacture or repair this deviceThe customer emailed us on 11/stating the belowThe customer states that the device was purchased a year and a half agoTherefore, the device is not covered under warranty. Hi *** its outside the one year warrantyI got it a year
and a half agoI tried going to a cell phone place and they would not repair it because they only work with cell phonesI would like to send it in for repairsI will cover the costThanks We consider this resolved

The customers refund was pushed through to their account todayIt will reflect back in their account within 3-business days

The customer has been out of warranty since 6/2/The customer did not contact us regarding the problem with the device until 1/7/after the warranty had already expired

The customer processed another exchange RMA on 5/RMA number ***-***The replacement is shipping today via *** tracking number ***

An X code was emailed to the customer today

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

We do not pay for return shipping on accessory replacementsIf the customer wishes to exchange the device they must pay the shipping costs to return the device

Revdex.com:
The replacement phone has been received and activatedI have reviewed the response made by the business in reference to complaint ID 10927881, and find that this resolution is satisfactory to me
Sincerely,
Donald ***

Complaint: ***
I am rejecting this response because: see previous statementsA shame to have invested in products that a company will not stand by when a defect occurs; despite timeframe, customer service should be a fundamental for any businessAppalling to see that Motorola has no desire to resolve this issue
Sincerely,
*** ***

A replacement device was shipped to the customer via *** tracking number *** and delivered on 10/The Premium Fee of $was waived

A check was mailed out to the customer on 5/31/The customer can expect to receive it within 3-business days