Chapter 5: Customer Information
•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
•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
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:
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:
The fax numbers are:
The number for help identifying an item or part number is
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. In turn, Motorola sends you a replacement FRE component to help you maintain maximum operating performance for your system.
Returning FREs
Return faulty FREs to Motorola for repair. When you return an assembly for service, follow these best practices:
•Place any assembly containing CMOS devices in a
•Obtain a return authorization (RA) number from the Motorola System Support Center.