Motorola Cellular Early Life Failure Program

We process all DOA/ ELF replacements for Motorola Mobile Phone Kits. Please note, that we do not replace faulty sold alone accessories, only the Mobile Phone Kits. Also, for all DOA kits that have not been sold to customers, the dealer must provide the distributors invoice demonstrating the time of arrival into the store.

The process has been simplified, and now revolves around a direct relationship between the dealer/retailer and Motorola QSL or your distributor.

There are now two processes for you to choose from when confirming the eligibility of the product for an ELF.

1. Contact your distributor for a Return Authorisation and request a replacement or credit.

2. Using the ELF form, simply replace the customer's unit and return the faulty one to Motorola QSL, Unit 11, Sough Business Park, Silverwater Rd (off Rachel Close) Silverwater NSW 2128. Provided all paperwork is in order and stock is available, we'll send a replacement unit directly to your premises within 48 business hours of receipt of the faulty one.

Or you can process your ELF on line by going to:

http://165.228.178.199/qsl/extranet/

and then to 'request a login'. You will then be able to set up your own account so that each time you book a job, your details will automatically come up and you can check on the status of the job after you have sent it. Once you received the email confirming your login, click on the link again, and then 'ELF/ DOA' to commence booking your phone. Just bear in mind, that it will ask you for the ATO number (instead of model) which you can find on the box or on the tag underneath the battery starting with either SA..., AP... or HG...Easy!

It's that simple and the quickest way for you to deliver Total Customer Satisfaction. The following pages outline the details of the program.

Our revision of this program is just another of the many improvements we're making at Motorola to make it easier and more convenient to do business with us.



National Customer Service Manager
Australia, Mobile Devices

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ELF DEFINITIONS
An ELF is defined as any brand new product that is faulty, breaks or fails to perform to specifications within 14 days of sale by the original consumer (end user).

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ELIGIBLE PRODUCTS
This program applies to all GSM, CDMA and 3G phone models sold in Australia by Motorola Mobile Devices after January 1st, 1997.

Any of the above phones that meet these initial qualifying criteria and is deemed to fail manufacturer's specifications in terms of performance, material quality or workmanship either upon opening the box or within the first 14 days of purchase by a consumer (end user) is eligible for replacement under this program.

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VALIDATION
A simple ELF claim form is included in this policy that must be completed to determine whether the problem qualifies for replacement under the ELF program. This should be completed and returned to either your distributor or Motorola for immediate product replacement.

Your distributor or Motorola will refuse ELF requests that have had a dealer shelf life of six months or more.

If the product does not meet the criteria on the form you should not attempt to claim a replacement under this program, and we recommend that you use our warranty repair service program. Please contact us on 1300 138 823 for information on our warranty service program if needed.

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ELF RETURN PROCESS
(For returns to Motorola QSL only)
(Please contact your distributor should you wish to return to them for credit/replacement)

STEP 1: Complete the ELF return form included in this policy ensuring your claim qualifies for replacement.

STEP 2: After validating the claim: - For GSM, CDMA and 3G - replace the customer unit with a unit from your stock to minimize the customer's inconvenience.
- If Dealer stock is not available or is a Pre-paid unit then End Users can be referred to Motorola on 1300 138 823 for assistance.

STEP 3: Enclose the Early Life Failure Return Form complete (after taking a copy for your records) in the original product packaging, ensuring the package is complete (batteries, user guide etc). Note: Early Life Failure Return Forms can be obtained by contacting the Motorola QSL, ELF Administrator on 02 8767 2200.

STEP 4: Return the repacked product to Motorola QSL. Address details:

MOTOROLA QSL,
Unit 11,
Slough Business Park
Silverwater Rd (off Rachel Close)
Silverwater NSW 2128
Tel: 02 8767 2200
Fax: 02 9648 0976

Ensure to clearly mark the shipment without damaging the package with "ELF RETURN" and return within 7 days of discovery of the problem.

Freight will be paid by the receiver by calling Australian Air Express (AaE) for pickup on 13 12 13 using account number 2949682, overnight first class up to 5kg. Regular road service over 5kg. Please request a Priority Consignment note.

Note: This account number can be used for the ELF program ONLY. Courier charges WILL be charged back to your dealership should this account be used for any other purposes. (Including Accessory returns and repairs)

STEP 5: Motorola QSL will SHIP A NEW REPLACEMENT within 48 business hours of receipt, provided all paperwork (receipts where applicable) is enclosed and correctly completed.

STEP 6: Motorola QSL may return the faulty kit back to you, at its option, if no stock is currently available or long delays are expected. In these cases please contact your distributor for credit or replacement.

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