Lucine's Auto Sales and Leasing

The customer spoke with our Executive Customer Relations Team yesterday and a replacement will be shipping out once we receive back the defective device

The replacement device has shipped via [redacted] The tracking number is [redacted] and it is expected to be delivered on 1/26/

We are not in the position to refund the customer but will be reaching out to resolve

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Contact Name and Title: [redacted] Contact Email: [email protected] Per our warranty it does state that we [redacted] 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 [redacted] be reconditioned/ refurbished

Complaint: [redacted] I am rejecting this response because:I am asking about Moto Care Extended Service Plan which can be purchased for up to days.The Motorola customer service was also giving such vague day policy answers on Moto Care Accident Protection while I was actually asking about Moto Care Extended Service Plan which can be purchased for up tp days.Is Motorola saying that Moto Care Extended Service Plan is not available for my device? If so why are they not saying is clearlyIf this is true, it is misleading advertising, as their website does not say anything about the plan being available only for some devices(http://www.motorola.com/us/moto-care.html#moto-care-plans-new) Sincerely, [redacted]

The customer needs to contact customer service at 800-734-to complete troubleshooting on the device if troubleshooting is unsuccessful we will then offer replacement options

Complaint: I am rejecting this response because:The reasoning that it is the carriers' faults that this has not been updated I believe does not show the entire story While I understand that they must approve any updates, the fact that many, many other brands have been able to adopt the more recent updates, even for Motorola phones, but for some inexplicable reason, they will not approve the update for the specific make and model of the Droid Turbo strikes me as wrong Either the carriers are choosing to show favoritism toward [redacted] , **, etc, or else Motorola must have a part to play in the fact that the approval may never actually happen If one looks at the promise of updating the Moto E, which Motorola then turned around and refused to do, I have a hard time also believing Motorola when they say "It's not our fault we can't get the update to you!" Yes, it may be held up by the carriers, but it has the appearance that Motorola is not doing their part to ensure that the update will pass the criteria to get it approved While I may not have all the facts to go off, simply looking at Motorola's recent track record would indicate that this is a logical conclusion to come toMotorola's response to this has shown me a company that is not willing to accept responsibility for their part in the fiasco and unwilling to make things right I have been a loyal Motorola customer for a decade now, falling in love with the Moto Razr and continuing on with the company since that time It has been very disappointing to watch the company slowly degrade into the state that it is in today I ask you to please reconsider and help make this right before my opinion becomes irreversibly negative towards Motorola Sincerely, Zachary ***

The customer purchased their device from an unauthorized sellerWe will not replace or repair the device and consider this resolved

Complaint: I am rejecting this response because: warranty replacement for broken item should be free without any hidden costs Sincerely, Eugene [redacted]

We do not have control over the updates on the customer's deviceThe customer spoke with our Level Technical Support Team on Thursday and was explained that we have no control over the apps and they would need to reach out to [redacted]

Complaint: [redacted] I am rejecting this response because: I ordered Motox pure editionMy order confirmation shows same thingIf it is not in sale why did you guys accept my order and confirm my order? Sincerely, [redacted]

We are working on getting the replacement shipped as soon as possibleOnce the replacement ships the customer will get an email with the tracking number

(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 [redacted] Dated 10/18/

Our accessory replacements are now handled differentlyThe customer contacted us on 1/and was provided with the phone number to contact for replacement1-888-508-

The customer's refund was processed on 11/11/It will reflect in the customers account within 3-business days

There is no reason to replace this device, as the [redacted] on the device can simply be replacedThe customer may purchase a new [redacted] on www.motorola.com for $or the customer may send the device in and we would be happy to replace the [redacted] for $

Complaint: [redacted] I am rejecting this response because: It is a manufacturing defect and if I had known the product would only last a year I wouldn't have bought any product from your company Sincerely, Jeffery ***

Revdex.com: I have not reviewed the response made by the business in reference to complaint ID [redacted] However, I did get a nice call from Motorola and received replacement phone yesterday.Therefore I find that this resolution is satisfactory to me and really appreciate Revdex.com help Sincerely, Igor [redacted]

Our accessory team has been working with the customer to resolve

Complaint: I am rejecting this response because: the concern is the fact that my money was held for over daysIt took days to notify me that the order was being cancelledIt took another 3-days to actually cancel the order and I am still waiting for my money backI want answers to why it takes days to realize you don't have parts to make something Sincerely, Justin [redacted]