Lucine's Auto Sales and Leasing, Inc.

A replacement device was sent out to the customer via FedEx tracking number [redacted] and is expected to be delivered on Monday, 3/7. The $[redacted] charge from the customers first RMA [redacted] will be refunded when we received back the customers original device. The customer purchased...

their device on 9/15/2015. Therefore, we will not be refunding the customer for their original order because they are outside of our 14 day return time.  We will monitor the original RMA, once the device is received back we will process the refund for the $[redacted] charge and inform the customer when it is completed.

We are standing by our warranty by offering to repair/replace the customer's device. We will not go outside of the replacement options the customer has been provided. If they do not wish to follow our replacement options we consider this resolved.

The customer has been provided with a replacement device which is a like for like model of his original. We ensured the device would work with the customer's carrier and would meet all of the customer's specifications prior to the device being shipped. The device was delivered to the customer on 10/27. The customer did not have to pay for shipping as the device was shipped directly to his address in Canada. The customer's issue has been resolved and he has received a working device. Motorola considers this matter resolved.

Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
We [redacted] reach out to correct contact to get issue resolved with the customer

The customer worked with our Level 3 Technical Support and the watch is working as designed. Once an update is done on a device it can not be pushed back to the previous update. We consider this resolved.

The customer's refund was processed on 12/30 in the amount of $326.61. We consider this resolved.

A brand new Nexus 6 has shipped out to the customer today via [redacted].

The technicians determined the device has liquid damage that voids the 1 year manufacture warranty. We will not be repairing or replacing the device and consider this resolved.

This is resolved. The customer's device was returned to them under [redacted] tracking number [redacted] and delivered on 11/3.

The customer was refunded today, 12/7. We consider this resolved.

We apologize for any inconvenience. The device is out of stock and no longer available. Therefore, we will be unable to fulfill the order.

We will be refunding the customer the $26.50 and will reach out to the customer once it's completed.

Complaint: [redacted]
I am rejecting this response because: when I originally e-mailed to pay and order a new screen protector I was told I HAD to go through this process because it was covered under warranty. the screen broke when I accidentally dropped my phone which the case was supposed to protect. I guess I just cant understand why a million dollar business is putting up so much fuss over $50.00. I would think you would have wanted a satisfied customer and I am not one of them. I would suggest to all consumers of the motorla business that you do not live up to your warranties and when you make a complaint they better be ready to get the run around and call numerous numbers to get through to motorola but be prepared: motorola may make every excuse in the world NOT to help you; no matter how inexpensive the problem is.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Nova [redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add, despite the eventual satisfactory resolution, Motorola is a company I will never do business with again. I contacted them to repair my 7 month old phone and all they did was subject me to the worst customer service experience of my life for a full month and a half. I was called a liar and not taken seriously. Their customer service reps need far more training and the company as a whole needs a complete overhaul. I will be purchasing a new device from a far superior company in the upcoming months, and will take every opportunity I can to tell of the horrific treatment I received.
Sincerely,
[redacted]

We will be reaching out to the customer to provide the refund.

The technicians did determine this is liquid damage. Liquid damage is not covered under the 1 year manufactures warranty. Therefore, we will not be repairing or replacing the device and consider this resolved. Below is a link to our...

warranty. https://help.motorola.com/hc/apps/settings/legal/global/en-us/index.h...⇄

Complaint: 10979666
I am rejecting this response because: I have not receive a replacement as of yet. I will not accept until I receive the watch and in fact working.
Sincerely,
Debra [redacted]

Complaint: [redacted]
I am rejecting this response because:  I'm curious why after all this time, I am finally being referred to L2 support. I've spent hours I the phone with L1 and after specifically asking for L3, they finally let me speak with L2. L2 asked that I call them back when the phone is malfunctioning to better troubleshoot the problem.  It may take a week for this to happen. When it does I'll be sure to call. 
Sincerely, [redacted]
[redacted]

I called and talk to support time after time and they don't want to deal with customers that have complaints and issues now with being treated like [redacted] by a company that was once world renown is now a like a second class circuit city that also went out of business because they treat customers with complain like st. Now they refuse to even acknowledge all my calls complaint and pleas for help.  If they can send the check to my adders ill send all there trash I bought back to them.  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]