1.Q. What happens after I send in my radio? A. The radio will be triaged and evaluated. Radios with a validwarranty are sent directly to Motorola’s repair Depot. For out of warranty repairs, the most economic form of repair(Radio One bench repair vs. Motorola flat rate) will be quoted. Once approved, the radio will be either be send toMotorola’s Depot or entered in the Radio One queue. Repairs are performed on a first-in, first-out, (FIFO) basis.

2.Q. How long does a repair usually take? A. Most repairs have a cycle time of about one business weekafter credit approval (authorization of PO or Credit Card for quoted repair charge amount.)

3.Q. What negatively impacts radio repair cycle time? A. Typically parts backlogs and/ or weather issueswith freight carriers delay repairs. Other common impacts include waiting for customer approval on quotesand/ or waiting to consolidate multiple repairs into a single shipment where one or more radios is delayed.

4.Q. How can I expedite my repair? A. Ensure that you keep a copy of the repair request form and provide anapproved purchase order at the time of submission. Please indicate if you would prefer to use a credit card onyour form, and we will call you to get the information prior to performing the repair. Refer to the radio serial numberand date of submission on your copy of the request form for any phone or email inquiry regarding status updates orrepair-related questions.

5.Q. What is a bench fee? A. This fee is only for radios evaluated which the customer opts to not repair.This fee covers the time required to diagnose the radio issue, capture programming, and handle the unit.

6.Q. What is Motorola Flat Rate? A. For OEM supported, out-of-warranty units, Motorola offers flat repairrates which are often more economical for our customers than T&M charges. Once a unit is evaluated, ourtechnician will determine which repair is a better deal for the customer. Typically, external repairs andmodifications are done more economically in house, with more advanced and time-consuming internalrepairs submitted for flat rate.

7.Q. What is a Warranty Handling Rate? A. Radio One charges a $25 per unit handling fee for all in-warrantyradios sent to Motorola for warranty repair. Customers who wish to manage their own warranty claims may callMotorola at (800) 422-4210 and request an RMA number and request instructions for warranty submission.

8.Q. What are a few reasons my radio may not be eligible for repair? A. OEM support policies are based uponcurrently supported models capable of functioning with current software and firmware versions. Older models maynot have the technical compatibility to function with current firmware and software. Additionally, as parts becomescarce and their prices increase, the cost of repair becomes prohibitive. Additionally, certain types of damage(liquid, electrical, chemical, physical) are especially destructive to the device’s components and beyond economicrecovery.

9.Q. When should I consider replacing my radios instead of repairing them? A. Like all electronics,radios have a lifecycle which is both physical (condition of the unit’s parts) and technological (the unit’sability to function with current generation software and firmware.) Some radios may age out of softwarecompatibility before their physical condition makes the replacement decision obvious. It is best to consultyour Radio One Sales Representative regarding your specific model of radio to verify its OEM supportstatus and recommended replacement.