Lucine's Auto Sales and Leasing, Inc.

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customers device was purchased on 6/15/The customer is outside of our return time frame of days (for California)Below is a link that includes our return policy
http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ /> The customer did contact us stating they were having trouble with the device and did go through trouble shooting, however the customer stated the troubleshooting did not helpWe offered the customer replacement options and the customer declined them
We would be happy to assist the customer with a replacement, the device *** be like for like meaning the replacement *** be the same as the original deviceWe are not in the position to refund the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THeir trouble-shooting was to take the case that was listed on their website and see if that would helpThere was no replacement options given, just send the device back we *** look at it if its an issue we are going to send you back the same oneI do not need a same device because I just repalced it with an updated model and hopefully this one *** work betterTheir postion is unacceptable on the sheer basis on their own website they welcome trade ins with purchaseI am not asking for the extreme hereSo either they make this situation right or I *** continue to persue this issue
Final Business Response /* (4000, 9, 2015/09/10) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The trade in program that we offer is only valid on non customized devicesThe customers device is a customized device; therefore, it does not qualify for a trade inhttp://www.motorolatradein.com/
The customer is outside of our return time frame by months; therefore, we are not in the position to honor a return for a refund
http://www.motorola.com/us/consumers/about-motorola-us/About_Motorola-Legal-Term...⇄ /> At this time the customers options would be an Advanced Exchange or a Return and ExchangeIf the customer does not wish to take advantage of getting a replacement we consider this resolved

We will reach out to the customer

Complaint: ***
I am rejecting this response because:It does not pertain to my previous requestIn my response, I dropped all requests regarding the SIM card, and assumed my errorI am requesting a refund due to the overly long repair process, up to 3x as long as the estimate provided, and the numerous dropped/ignored customer service calls from me.Please read the consumer reply before issuing a response.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11106189, and find that this resolution is satisfactory to me
Sincerely,
Patrick ***

We are working on getting the replacement shippedOnce it ships we will notify the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11142944, and find that this resolution is satisfactory to me
Sincerely,
Kenneth ***

We have spoke with the customerWe are waiving the Premium Fee and shipping a replacement device out today

In order to replace the device we need the receipt or proof of purchaseWithout this we will not replace the device

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

Initial Business Response /* (1000, 5, 2015/06/05) */
Contact Name and Title: Ashley
Contact Email: ***@motorola.com
We consider this resolved the customer was refunded $on 6/3/This will reflect in the customer's account within 3-business days

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

We apologize if the customer is not satisfied with our replacement optionsHowever, these are the options that are availableIf the customer does not wish to proceed with our replacement options we consider this resolved

We did not authorize *** to leave the package without a signaturePer *** the customers address has a release authorized that would be put in place by the receipt/apartment complex

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11011798, and find that this resolution is satisfactory to me
Sincerely,
Lee ***

The customer worked with our Level Technical Support and the watch is working as designedOnce an update is done on a device it can not be pushed back to the previous updateWe consider this 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 me
Motorola's
Executive Customer Relations team sent me a replacement device and waived the feeI am now waiting for the repair process to complete and them to withdraw the hold on my Credit Card
Thank you for all of your help,
*** ***

Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title:***
Contact Email:***
We *** be reaching out to the customer to resolve

The customer's original device IMEI 351880080253669 was model number MOTXT1650MRGThe customer's replacement device IMEI is model number MOTXT1650MRGThe devices are the sameTherefore, we consider this resolved

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title***
Contact Email: ***@motorola.com
We *** be reaching out to the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
They still have not contacted me it has been a weekI have been dealing with your company since January to try and get my monitor working up to par and you have yet to do anything you said you would doHere is my number once again please have someone contact me by the end of the week XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/08/26) */
We *** reach out to the customer

The $fee is charged because sending out a replacement device prior to receiving the defective device is a premium serviceTherefore, we charge a $premium fee for sending the device out firstWe will not be refunding the fee