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Chapter 3: Customer Information
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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)
The number for help identifying an item or part number is (800)-422-4210; select choice "3" from the
menu
Returning System Components to Motorola
Motorola's service philosophy is based on field replaceable entities (FREs). FREs are system
components identified by Motorola to be returned to Motorola for repair.
Returning FREs
Return faulty field replaceable entities (FREs) to Motorola for repair. When you return an assembly for
service, follow these best practices:
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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)
Place any assembly containing CMOS devices in a static-proof bag or container for
shipment.
Obtain a return authorization (RA) number from the Motorola System Support Center.
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