Cellular - (Motorola) Telephone Direct Repair Program
Date: March 1998Order No.: S-SI-MBNA-82/98
Supersedes:
Group: 82
SUBJECT:
MOTOROLA POST-WARRANTY
FACTORY DIRECT REPAIR PROGRAM
Mercedes-Benz of North America, Inc. has authorized Motorola, Inc. to administer a post-warranty repair program. Authorized M-B dealers may at their sole discretion, submit selected Motorola cellular telephone components with expired warranties directly to Motorola for repair.
The following is an outline of the program:
Purpose
1. Provide M-B customers with the best possible post-warranty service at a reasonable cost.
Scope of program and eligibility
1. All out-of-warranty vehicles equipped with Motorola cellular telephones, starting with M.Y. 1992, are eligible for this repair program.
2. Only transceivers and handsets (including portable phones) are eligible for this program.
3. Units which are physically damaged beyond the point of reasonable repair, or liquid damaged in any way, will be returned unrepaired.
4. Units without a legible serial number will not be repaired.
Service Procedure
1. General:
The M-B dealer determines that the phone component is defective and out-of-warranty.
2. Procedure:
^ The dealer shall tag the detective component using the Motorola Repair Program Return Tag (S-2693-098), a sample copy of which is shown (Figure 1). A detailed explanation of the customer complaint must be included on the return tag. The dealer should retain the dealer copy of the return tag for his records.
^ The dealer shall package the component to ensure that there will be no shipping damage in route to Motorola. The dealer must provide a dealership check in the amount of $ 76.50, which represents a 10 % discount, includes return shipment charges and a tax-exempt (reseller) certificate.
^ The unit will be shipped back to the dealer via express delivery within 10 days of receipt by Motorola.
^ The dealer should provide of copy of their tax-exempt certificate the first time the program is utilized. It will be kept on file for future transactions.
^ Only dealership checks are accepted. Motorola will not accept personal checks, nor perform dealer billings.
Returns
1. If the unit:
^ is physically damaged beyond reasonable repair,
^ is liquid damaged in any way,
^ does not have a legible serial number,
^ requires a part which is no longer available,
^ does not contain the appropriate payment,
^ does not contain a description of the customer's complaint, the unit will be returned unrepaired and a refund issued at the end of the current month.
If the unit is physically damaged and repairable, an estimate will be provided. The unit will be held until the estimate is approved or rejected by the dealership. If approved, a dealership check for the additional amount must be sent to Motorola. If rejected, the normal return policy applies.
Warranty
1. Motorola telephone repairs shall be warranted by Motorola for 90 days from the date-of-repair. This warranty shall cover both parts and labor.
2. The warranty will be limited to those functions of the unit which are related to the original complaint.
3. To obtain warranty coverage for a previously submitted repair with the 90 day from date-of-repair period, please follow the procedure at the top of this page under point 2, i.e. "Procedure: ^ The dealer shall tag the...". Do not submit an additional dealership check.
Program Changes
1. This repair program may be changed and enhanced at any time by both MBNA and Motorola subject to prior consent. Changes would be announced to the M-B dealer body in due time.
Ordering Information
1. Units may be returned to:
Motorola, Inc.
National Service Center
630 N. U.S. Highway 45
Libertyville, IL 60048
Units are tracked using the mechanical serial number. The current status of the repair can obtained by calling Motorola at 1-800-331-6456.
Component Eligibility List
Transceivers
Q 6 82 0050
Q 6 82 0128
Q 6 82 0243
Q 6 82 0244
Q 6 82 0279
Q 6 82 0326
Handsets (mobile)
Q 6 82 0051
Portable main units
Q 6 82 0265