[X 2014 General] macravin:
I purchased a Moto X 2nd gen (2014) Pure Edition because I trusted their limited warranty policy on the phone, which stated that for 1 year:

Motorola, at its sole option, unless otherwise required by applicable law, will either:

Repair, at no charge, the defect or damage using new, used or reconditioned/refurbished functionally equivalent replacement parts

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

Refund the purchase price of any Products covered by the terms and conditions of this Limited Warranty.

Souce: Motorola Mobility INC-Limited Global Warrenty-Mobile Phones-August 2011

Lo and behold, after 3 months from purchase (Sep 2015), my speaker grill fell off. I called in the warranty on September 14, 2015 since my new phone is in warranty until June 2016. However, the replacement phone that Motorola sent to me was defective out of the box: for each full charge, the battery only lasts for 4 hours. My original device was able to hold its charge for 16 hours! RMA: 150914-003587

Knowing that something is terribly wrong with my "like new" device, I requested another warranty replacement. After two weeks of waiting, the new phone arrived. This second replacement is even more defective than the first. After the battery runs out, it refuses to charge. After I wiped all of my data and did a hard reset, the phone finally turns on after 24 hours of being plugged in. Since then, it has refused to hold a charge. In order to use it for my daily life, I have to keep it permanently tether to either 1) a wall charger or 2) my Anker's portable battery charger. It obviously is not functionally equivalent to either my original device or the replacement device whose battery only lasts 4 hours. This one doesn't work if it isn't plugged in 24/7. RMA: 151022-017634

At this point, I knew that there was obviously a problem with Motorola sending used, defective phones to fulfill its warranty claims. All of the "replacements" I have received have battery issues that are not apparent upon receipt but make their products unusable. This is fraudulent, since the devices I've received are not functionally equivalent to my original device nor does it fulfill the "Like New" term. I am not alone with this problem, since a cursory Google search revealed at least 30 customers recording the same situation on Consumer Reports, the BBB, or on different blogs, Reddit, and XDA.

Therefore, I filed out a BBB complaint (Motorola has not responded). Afterwards, I called Motorola support demanding a fulfillment of their warranty terms (a functional product). The representative escalated me to his boss. The boss, Lanny, could not guarantee that I would get a functioning third replacement (also the last of my "warranty" replacement, after which I'm screwed). Since every single replacement has been more broken than my original phone, I expressed my distrust for Motorola's "Like New" quality control process and demanded that they send me a replacement that is a New phone instead (proven by retail packaging). Lanny could not do anything, so he escalated me to Oscar, a CRO supervisor.

This is where the moral dysfunction within Motorola and their absolute disregard for their customers or the law became clear. Oscar was condescending and absolutely unapologetic about Motorola's sending defective products. He made fun of me for expecting that replacement devices would work out of the box. When I mentioned the Magnuson Moss Warranty Act, he stated that I can "sue away" and he would not care! Since all of their replacements have been lemons, and they do not seem to care about either their customers' time, the device's function within their customers' daily lives, or the FTC's regulation on deceptive warranties. Oscar cemented this by saying this to me about my 3rd replacement:

No, Motorola, no! The entire point of consumer protection is to make sure that producers don't sell lemons. Lemons mean market failure, and market failures don't work very well with a capitalistic system. (Oscar, CRO supervisor Ref: 151215-016271)