Lucine's Auto Sales and Leasing, Inc.

The customer was contacted by, Matt, our Support Forums ManagerWe will not be replacing, upgrading or refunding the customerWe consider this resolved

Complaint:
I am rejecting this response because: When I purchased the item I was lead to believe that it would work on my carriers cellular networkAt the end of the purchase online the system asked me if I would like a sim card for ***It gave me the option to either order one through Motorola directly or order it through my carrierI opted to order it directly from my carrierThe item was purchased as a gift and was never used between 12/when it was delivered and 1/when I tried to activate it on ***'s cellular networkThis is the most terrible customer service I have ever encountered from a companyI had planned on purchasing a device to replace this one and another device for myself and in addition a pet containment system from Motorola's websiteIf this item is not returned I will never purchase a Motorola product againNot to mention the additional time and hassle I spent in communication with Motorola's customer serviceI was contacted on 1/by customer service and asked to wait on hold for minutes to speak to a different "executive customer service department"Who then told me they would do nothing to help me as well
Sincerely,
William ***

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
In addition I would like the file to reflect the additional comments below
Sincerely,
Dylan *** ---------------------Additional comments:The replacement Moto g5s plus was received on Monday, 12/18/2017, and brought to the Troy *** storeSpeaking with the *** Representative some phones are sim card specific. So, I called Motorola tier technical support to ask which sim card to use. Motorola did not know which sim card to use. After trying several sim cards, sim *** was compatible with the phone. I called Motorola back and let them know that for this particular model sim *** is compatible.A couple of take home lessons from this experience. The original Moto 5gs plus phone from the third party vendor (***) was not set up properly. This was not an isolated case, because the replacement phone had the same issue. The *** network could not recognize the replacement phone either. Motorola 3rd tier technical support acknowledged this as an issue with the phone. A third replacement phone was sent to me directly from Motorola because they could not solve this issue quickly. So, to me this indicated a software glitch in this particular model with the *** system.This has frustrated me and numerous other customers. The Troy *** Rep stated that all the phones of this model brought to the store did not work. Maybe they were all purchased 3rd party like the ones from ***. Regardless, this is not good business practice. These individuals more than likely returned the phone and bought a competitor’s phone instead, so Motorola is losing business.When I was in consulting, my immediate supervisor made sure I crossed my T’s and dotted my I’s. Others in my office did not. I was working on the *** *** *** *** *** project in downtown Milwaukee, WI at the time. I was not able to complete the project deadline before leaving for my Christmas vacation. In my absence, the project was rushed through to meet design deadlines. The project was constructed and during the first major rain event, there was catastrophic failure of the sediment liner system. This cost the design engineering firm a large sum of money. Simply because, the project was rushed through to meet a deadline.The analogy here, is the Moto g5s plus special addition was released for the holiday sales season. There appears to be a glitch in the programming. Motorola is aware of this glitch, yet they continue to sell the item. My guess is that they are making more money than they are losing from dissatisfied customer, but they are doing more damage long-term by losing customer loyalty. More than likely, these customers will never buy a Motorola product again.What would be helpful for both consumer and retailer would be communication between corporate Motorola and Corporate *** with regard to sim card compatibility. Motorola and *** should work together with technical support and the retail stores to come up with a list of compatibly sim cards and phones. This information should be distributed company wide.I will admit, that Motorola’s approach was more honest than my dealings with *** (NYS Attorney General’s File Number 2015-***, Revdex.com complaint ***, and FTC complaint *** Against ***). Two individuals in particular were arrogant and condescending towards me. After my claim was proved true, I requested an apology from Jake’s supervisor. No apology was received. My Revdex.com complaint about *** resulted in *** discontinuing the freezerless refrigerator with the thermostat control issue, and buying back the refrigerator at list price for destruction. At least Motorola was honest, and I respect that, unlike ***.Customer service reps for both *** and Motorola were professional. For Motorola, Kevin in tier support was patient with me explaining the issues to him, and Rebecca resolve the issue quickly (it took over four months with *** compared to three weeks). The *** store managers (Nate and Joel) were also professional. I will do business with Motorola and the Troy *** store again and recommend others dues the same. That is not the case with ***.The product is also great. The moto 5gs plus replaced an *** 5. The moto 5gs plus is far superior in speed, graphics, voice, software logic, and price. Personally, being an engineer, I do not find that *** products follow a logical sequence. Another novelty about the phone is it actually is designed to be used as a phone. The voice quality is superior to the *** 5. On the first phone call to my wife, she commented on how clear I sounded. That never happened on the *** 5. All of this for a list price of $Several people I have demonstrated the phone to will be upgrading with this phone or a similar phone. I have and continue to recommend the moto 5gs plus to others.Very Truly Yours,Dylan T***Satisfied Customer

We will not be honoring a return, exchange or refund as the customer is outside of our return time of daysThe customer ordered the device on Cyber Monday, The Moto X Pure Edition was not part of this saleWe consider this resolved

We would be happy to replace the customers deviceHowever, the customer is outside of the year manufacture warrantyTo replace the device there would be an associated out of warranty fee in the amount of $plus applicable tax to replace the deviceIf the customer does not wish to proceed we
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 meA replacement phone is now being sent to me It is unfortunate how much effort and time on my part was required to get a timely replacement to my phoneMotorola was incompetent in that they first returned an unfixed phone to me and then failed to send a replacement phone without much prompting
Sincerely,
*** ***

Complaint:
I am rejecting this response because:If this is the best they can do than this matter shall stay unresolved and let it be known that Motorola does not stand behind their product! Please post accordingly so others may be informed and deter from doing business with them!
Sincerely,
Chad ***

The customers device has been replacedThe replacement is expected to be delivered today, 5/

We will not be upgrading or refunding the customer for the devicesWe would be happy to repair/replace but the customer must follow our standard optionsIf the customer does not wish to do this they may go back to *** and we consider this resolved

Complaint: ***
I
am rejecting this response because:I will not spend time to work for MotorolaA phone requires my attention is fineIf it takes hours to care, I cannot afford the time.I understand Motorola has its policy that customers must go through time consuming process to get the phone repaired, which is even longerI wish Motorola the best in the future
Sincerely,
*** ***

We will be refunding in the form of a checkThe check will be mailed out around May

Our accessory team has been working with the customer to resolve

We will be allowing the customer to return the defective replacement for a refund of the original order

Our accessory team will be reaching out to the customer to set up a replacement

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title:***
Contact Email: [email protected]
Per our warranty it does state that we *** repair the customer device, replace the customers device with a new or reconditioned device, or refund the customer at our
sole discretionThe warranty can be viewed at the below link
https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄
The customer has not completed the necessary troubleshooting stepsWe are not in the position to refund the customerHowever, we would be more than happy to replace the customers device after the necessary troubleshooting steps have been completedIf the customer follows the troubleshooting steps and they are not successful we can process a replacement if the customer wishesHowever, the replacement device *** be reconditioned/ refurbished

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title:***
Contact Email: ***@motorola.com
The customer was refunded $on October It can take 3-business days to reflect back in the customer's accountWe are processing the refund for the remaining $and
the customer *** see this reflect back in their account within 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After hours and hours on the phone they finally corrected their mistake although waiting 13-business days for a refund is absolutely ridiculous at least I *** finally get my money back

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
The customer chatted with us on 3/and set up a Return and ExchangeThe customer was told that we would provide him with a prepaid return label and a boxThis was a mistake
on our end as we do not provide packagingThe customer can to go Fed Ex and provide them with the prepaid label and they *** provide the customer with free packaging to return their device
The customer's Return and Exchange has been closed due to the device not being returned within daysIf the customer would like to process another replacement they may contact customer service at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** not accept this option at this time it was not my fault you guys have made a mistake and told me a lie not once but times as my second chat with you guys told me again you would send a box and now I have waited months and had to call in and be treated horribly by the customer service phone number you are asking me to callI would like a overnight label sent to me to return the phone and my replacement also overnighted to me for your lies and inconvenience of having to contact you yet again after you hung up on me
Final Consumer Response /* (2000, 18, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept I have a working phone but I am still disgusted with the lies of customer service and the lack of help to get the issue resolved and the loss of a month worth of my cell service
Final Business Response /* (4000, 16, 2015/07/21) */
I worked on the case with *** WallaceAfter reviewing the customers case history he did call in on 7/9/and processed and new exchange with usA replacement device was shipped to the customer via Fed Ex tracking number XXXXXXXXXXXX and delivered on 7/15/
Thank you,
***

Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: ***
Contact Email: ***@motorola.com
We will be reaching out to the customer to resolve

The customer spoke with our Executive Customer Relations Department on 5/and processed a Return and Exchange RMA ***-***Once we receive the customer's device a replacement will be shipped out

The customer must get the information from their minor brother to unlock the deviceWe do not provide replacements devices for this issue as the phone is still in working condition the information is just required in order to use the deviceOnce the customer is able to get into the device and if
they still have problems they must speak with our technical support to go through trouble shootingIf trouble shooting is unsuccessful we would be happy to provide our repair/replacement optionsHowever, because the customer is outside of our year manufacture warranty they will have to pay the out of warranty fee to get the device repaired/replaced