Lucine's Auto Sales and Leasing, Inc.

Our India support team is reaching out to the customer to assist

Revdex.com:
After weeks, I finally received a check for the original refund amount of $
Sincerely,
Shilon ***

Depending on the model of device the customer has the repair/replacement costs differWe have replacement/repair options available. We do not supply loaner/temporary devicesThe customer needs to call customer service at 800-*** to discuss replacement options, this phone number
is in working order

Per the information we have the customer is outside of our year manufacture warrantyOn 10/2/the customer was sent a replacement and the customer provided a proof of purchase at that time validating the warrantyThe customer was shipped a Boom due to inventory issuesThe customer then
contacted on 2/19/for another replacement and another replacement was shippedThe customer contacted back on 12/7/for another replacementThis replacement was denied as the customer is outside of the warrantyWhen a replacement is sent the device has a day warranty or the remainder of the original warranty, whichever would be greater

Complaint: ***
I am rejecting this response because: This product barely even functionsWhen I mentioned this to the so called customer service specialist, they stated I would need to send the phone in for inspection and it could take up to a month to return itThis would leave me without a phone for that longMotorola has the worst customer service I have ever experienced and I will keep posting complaints until something has been doneEven if nothing is resolved it will cause some people to stay away from your company
Sincerely,
*** ***

If the customer wishes to go through more trouble shooting they may contacting customer service to complete itHowever, per our technical support the device is functioning properly

The X code has been sent to email address ***@yahoo.com and is active until 5/26/The customer can go to www.motorola.com/us/designit to place their order

Complaint: ***
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,
*** ***

Contact Name and Title: Ashley
Contact Email: ***@motorola.com
We will be reaching out to the customer to resolve

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
I have spoken with the customer several times regarding this same issueThe customer's first request was for a refund which was deniedMotorola's warranty states; "If a
covered defect or damage arises and a valid warranty claim is received within the applicable Warranty
Period, Motorola, at its sole option, unless otherwise required by applicable law, *** either (1) repair, at no charge, the defect or damage using new, used or reconditioned/refurbished functionally equivalent replacement parts; or (2) exchange the Product with a replacement Product that is new or which has been reconditioned/refurbished or otherwise remanufactured from new or used parts and is functionally equivalent to the original Product; or (3) refund the purchase price of any Products covered by the terms and conditions of this Limited Warranty
It states that it is Motorola's sole option which of these options *** be offeredSince we have repair and replacement options available a refund *** not be offeredThe full warranty can be located at the following: https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄ /> The customer was instead offered a replacementThe customer's first replacement device was a new deviceMotorola made an exception for the customer by providing a brand new device rather than a repair of the current device or a certified like new replacement deviceThe customer was unhappy with the device as the seal had been opened and there were scratches on the screen protector so he felt that the device was not newThe customer again requested a refund which was deniedHe was offered another brand new replacement
Motorola's corporate office opened the box of the brand new replacement to take pictures of the deviceSince the customer had experienced issues with the first replacement device Motorola took these pictures for documentation purposesThe device is still a brand new device and has never been usedThe customer was informed that the box had been opened for this purpose and he is unwilling to accept itHe states that because the box was opened the device is no longer new
The Amazon definition the customer provided does not apply as Amazon is a separate company and does not follow the same policies or procedures of Motorola
We are willing to honor to customer's request for a brand new phone as an exception to policyHowever, the device we *** provide *** have the seal openedIf the customer is not interested in receiving this device we *** be unable to assist him further and Motorola *** consider this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The heart of the dispute is the definition of a brand new itemI think items that have factory seals are only considered new when the factory seal is in placeOnce the seal is broken, the item can no longer be considered newIn Canada, the item would be considered Open Box and cannot legally be described as new
I have never heard of a Business consider a broken seal as a new itemAmazon (the largest retailer in the world) has defined new and their definition is consistent with my understanding - see my original complaint for their definitionIn fact, Motorola ships new devices with the seal in place (i.ethey do not break the seal before shipment which is what Motorola is offering)I know this because when I originally purchased my new device, the seal was in placeI would not have accepted it if the seal was broken
I do not accept a broken seal as new
Final Business Response /* (4000, 9, 2015/09/09) */
I have personally spoken with this customer several times in regards to this same issueIt is the customer's opinion that the seal on the box being opened changes the fact that the product is newAmazon's definition of the word "new" is not relevant as Amazon is a separate companySince they are a separate company they do not follow the same policies or procedures as Motorola
The customer already received a brand new replacement as a one time exceptionHe was unhappy with the device as he did not feel it was newWe agreed to send the customer one more new deviceHowever, we informed him that due to the issues with the first replacement we would be opening this device to take pictures of it before shipping it to himThese pictures are needed for documentation purposes for MotorolaThe device is still a brand new device and has never been used
If the customer is not willing to accept the brand new device we are offering, with the opened box, we *** be unable to assist him further and *** consider this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe broken phone was shipped today
Sincerely,
*** ***

We are working on shipping a replacement via RMA ***-***I am reaching out to the customer

Hello NeriThank you for providing additional informationAfter further review it has been determined that you do qualify for the Moto ZForce and Insta-Share promotionFor easier convenience we have resubmitted the claim on your behalfPlease keep an eye on your email as you will receive
tracking information when the Insta-Share Projector Mod ships outPlease allow 4-weeks for your shipment to arrive.Best Regards,AshleyWe love selfies!#HappilyEverMoto #BecauseMotoCares

Below is the link for our warrantyCosmetic damage is not covered and we will not waive or lower the fee of a replacement on the *** Yes, the customer was in contact with us when having issues with their *** XHowever, the customer is a year out of warrantyIf the customer wishes to replace either device they will need to follow our standard replacement optionsIf the customer does not wish to do so we consider this resolved

We are working on processing the refund and will contact the customer when it's completed

Complaint: ***
I am rejecting this response because: I am working with google to resolve this issue my phone is in perfect condition it is the update that motorola modified that is corrupted and I should not loose my $because motorola modified the update incorrectly that is why it is not compatible with my phoneI am working with google and they have escalated this issue to I vestigate what happened and who should be resposible I will no settle for a used phone when I have not damaged it myself either google or motorola are responsible and should own they are at fault
Sincerely,
Sandra Garcia

We would be happy to assist the customer with replacing the deviceThe lines are a known issue and are not considered physical damageThe customer may call customer service at 800-734-to process a replacementAll replacements are certified like new/refurbished

The customer's device has been shipped back via *** tracking number *** and is expected to be delivered back to them on Monday, 2/Once the customer receives the device back they will need to contact customer service at 800-734-to go through troubleshootingIf troubleshooting is
unsuccessful they customer can then process a new RMA

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

Complaint: ***
I am rejecting this response because: I need a proper estimated time of arrival This response does not ensure any timeline, and I could very well not receive a refund Please advise on when I should expect my refund
Sincerely,
*** ***