I have an android (motorola) phone here that will not reset. Help?

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So this phone is an android Motorola, I do not know what gen (co-workers phone, she doesn't know), that will not reset. She has been told it must be hard reset to be sent in but it will not do so. We have both tried to use the factory reset button found in the settings as well as holding down the volume down button and pressing the power button and trying to reset that way. Every time it goes through the steps but always turns back on in the same condition, we aren't sure what to do.
 
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