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Chapter 5: Customer Service
July 2007
5-2
Obtaining Support
Motorola provides technical support services for your system and recommends that you coordinate
warranty and repair activities through the Motorola System Support Center (SSC). When you consult
the Motorola SSC, you increase the likelihood that problems are rectified in a timely fashion and that
warranty requirements are satisfied. Check your contract for specific warranty and service information.
System Information
To be provided with the best possible opportunity for support, collect the following system information
and have it available when obtaining support.
• Location of the system
• Date the system was put into service
• Software or firmware version information for components of your system
• Serial number(s) of the device(s) or component(s) requiring support
• A written description of the symptom or observation of the problem:
- When did it first appear?
- Can it be reproduced?
- What is the step-by-step procedure to cause it?
• Do other circumstances contribute to the problem? For example, changes in weather or
other conditions?
• Maintenance action preceding problem:
- Upgrade of software or equipment
- Change in the hardware or software configuration
- Software reload - from backup or from CD-ROM (note the version and date)
Return Material Request
After collecting system information, contact the Motorola System Support Center for assistance or to
obtain a Return Material Authorization (RMA) number for faulty Field Replaceable Entities (FREs):
North America: 800-221-7144
Radio Products and Services Division
The Radio Products and Services Division is your source for manuals and replacement parts.
Radio Products and Services Division Telephone Numbers
The telephone numbers for ordering are: (800)-422-4210 (US and Canada orders)
The fax numbers are: (800)-622–6210 (US and Canada orders)