News Story

IMPORTANT: New Extended Warranty for MotoTRBO and how this is Linked to Firmware / Software Updates

Added 30.07.19


Motorola Solutions has recently launched its new extended warranty packages that are available to purchase now. The website has been updated to reflect this.

These are to replace the SFS packages we have been using up until just recently. The warranty packages are almost a like for like change but with one important difference. This is that if a radio does not have a live warranty or services package on it, then it will not be possible to upgrade the radio firmware to a later version beyond version 2.10.5.


Key points to the changes are as follows:

The standard warranty for MotoTrbo radios is 2 years (radio body) and this warranty will include the benefit of all software update releases until the warranty period terminates.  Radios can be sent to the Motorola service centre for warranty repair with a turnaround time of up to 20 days at the service centre. The cost of carriage to return the radio is at the dealer cost but RadioTrade will be sending a weekly consignment of repairs to the repair centre which will be free to Dealers that want to use that service.

 
MotoTRBO Subscribers – Service packages


There are 3 types of extended warranty packages available for subscribers as an option, at the time of radio purchase:


•Essential 5yr – Software updates, Tech support 8x5, Service desk to open a ticket 24x7x365.
•Essential with Repair 5yr – As above but with 3 day priority repair (time in service centre) and return shipping.
•Advanced 5yr -  As Essential 5 yr but with 1 day priority repair (time in service centre), accidental damage repair and collect / return shipping.


The table showing full cover for each service is available for download here

 
MotoTRBO Infrastructure
– Service packages


There are 3 types of warranty packages available for infrastructure:


•Essential 5yr – Software updates, Tech support 8x5, Service desk to open a ticket 24x7x365
•Advanced 5yr – Cap Max only
•Advanced PLUS  5yr -  Cap Max only


The table showing full cover for each service is available for download here

For each of the above, options are then available for adding Hardware Repair or Hardware Repair with Advance Replacement.
 


 
New Service package policy:

With the launch of the new services comes the MotoTRBO Software Support Policy and will apply to all products at firmware R2.10 and beyond.

Having a support contract on the radio / base station will mean the following:


•Latest software available to install
•Access to Motorola Technical Support for the products
•Infrastructure will be tested for voice and features on current software release and voice on previous software release (Going forwards)
•Devices will be tested for voice and features on the 3 previous software releases (Going forwards).
e.g Software release 2.10 for devices will have been tested for voice and feature compatibility back to version 2.7. Note this does not mean it will not work with previous releases, it will just not have been fully tested.


When can Service packages be purchased
Software packages can be purchased when the radio is purchased, during the warranty period or after the warranty period. This is how it is done:

At time of radio purchase: Just quote the option number for the desired service package when ordering and the package will be added to the radio and traced by serial number. This package will last for 5 yrs (warranty plus 3) and is the cheapest way to purchase the service.

In or Out of warranty: If a service package is not purchased by a Dealer before receiving the shipment from the Distributor, any purchase of Service Package can only be done by quotation. Tier 1 partners, Platinums, are able to access the Motorola online quotation tool and request a cost for the service package on a radio(s). Tier 2 Partners must request a quotation through RadioTrade and then RadioTrade will access the tool on behalf of the Partner. RadioTrade is also able to access the tool on behalf of Tier 1 partners if requested. Note that in all cases, Motorola discounts will be applied to service packages and therefore Tier 1 Partner prices will be the same whether applied for directly or through RadioTrade.  The Motorola quote tool will allow you to enter serial numbers of equipment and Motorola will then calculate the cost of taking a service package for all equipment and taking into account age and any remaining warranty periods on each product. This will allow all items to then come out of service at the same time and ready for renewal at a later date. Note that this service will give an option for 5 yrs on essential cover but only 3 years on essential with repair.  Advance package will not be available from the quote tool. Quotes must be requested no less that 30 days before contract start and quotation validity is 90 days.

Note: Equipment that is long discontinued (say DR3000), cannot have a service package purchased. Products that are newly discontinued may have service packages remaining available on the Motorola quotation tool.


Equipment within warranty only and no service package: Software Updates and Service Packages
For products that are within warranty but have no service package, software updates and releases will be available for upgrade as normal and until the warranty period ceases. Radios can be sent to the Motorola service centre for repair under warranty with a turn around time of up to 20 days at the service centre.


Equipment out of warranty and no service package : Software Updates
For products that are out of warranty and have no service package, software updates and releases will be available free of charge from RadioTrade, up to Version 2.10.5 only. It is possible to buy a service package for 5 yrs on software upgrades and 3 years on repair. This is done using the Motorola services quotation tool but only on products that are supported (See discontinued products below).

Equipment currently under SFS contract:
This equipment will continue to receive the same service until contract end, including software updates.


Discontinued products : Software Updates
Any products that have been long discontinued cannot have a services package applied. In this case, it is possible to bring radios up to software version 2.10.5 free of charge. Products that are newly discontinued may have service packages remaining available on the Motorola quotation tool. Long discontinued products like the DR3000 will not qualify for service packages.


If you have any more questions, please contact your Account Manager or the RadioTrade team

 


Resources

Firmware & Software
The Motorola Solutions 2.10 Firmware and the new CPS items are all available to download in the resource section

FAQs Document

Services for MotoTRBO Radios Brochure

Essential Services for MotoTRBO PDF

Services for MotoTRBO Capacity Max Datasheet