Bob Hartig
EF5
Permit me a place to rant here. I own a Motorola E815 cell phone, a popular model that has served me well both as a phone and as a modem for my laptop. Recently, however, I lost the antenna. Since it screws right in, I figured I'd have no problem replacing it, right? Wrong. I went to several Alltel retailers, including Radio Shack, and none of them stocked replacement antennas.
So I went to Motorola's website, looked through their catalog, and guess what: no replacement antennas there, either.
I finally emailed Motorola's customer support, and the next day I received a reply. But before I got it, having business in our 28th St. shopping strip, I dropped in on a large Alltel store. Ta da! They had an antenna. Cost: twelve dollars. I screwed it in, in a matter of seconds, and have been a happy camper ever since.
Now, here's where it gets good.
Afterwards, I booted up my laptop and discovered the following email from Motorola: "Antenna issues are considered physical damage. Consequently, the repair will be only done for a $75 flat fee. The repair will take 12-14 business days. If it is considered beyond economic repair it will be returned unrepaired....You may prefer to take the unit to a local Motorola Authorized Service Center. Please locate the link below for a nationwide listing...."
According to their link, there's no service center within at least 100 miles of me.
I was livid. Rather than stock a simple replacement part that can be easily installed in a matter of seconds, Motorola was requiring seventy-five bucks and twelve to fifteen business days. I sent them another email letting them know how I felt about that, and here was their reply:
"Antennas are sensitive electrical components. Most phones require trained technicians with appropriate tools to ensure the antenna is installed properly, and operates optimally, providing the best reception while still operating well within the FCC guidelines. If installed improperly, the antenna may reduce the effectiveness of the phone, decrease reception, alter FCC determined guidelines, or void your warranty if damage is done to the phone. Therefore, it is a requirement that a Motorola authorized technician installs the antenna of your cellular phone."
Folks, we are talking about a simple part that screws directly into the cell phone in about five seconds. FIVE SECONDS. It's so easy a monkey could do it blindfolded, but Motorola is telling me it's really a delicate and arcane operation that can only be handled by a trained tech for seventy-five bucks plus shipping and two to three weeks of not having my phone.
According to Motorola's line of reasoning, I guess I need a tech on hand every time I plug in my mobile antenna as well. I sure wouldn't want to piss off the FCC when I'm out on a chase.
MY QUESTION: Are there any phone techs out there who can speak to this issue? Am I ranting about Motorola's customer support when in fact they gave me a truthful response? Or am I justified in feeling that, from start to finish, the company doesn't give a rip about jerking around their end consumers?
So I went to Motorola's website, looked through their catalog, and guess what: no replacement antennas there, either.
I finally emailed Motorola's customer support, and the next day I received a reply. But before I got it, having business in our 28th St. shopping strip, I dropped in on a large Alltel store. Ta da! They had an antenna. Cost: twelve dollars. I screwed it in, in a matter of seconds, and have been a happy camper ever since.
Now, here's where it gets good.
Afterwards, I booted up my laptop and discovered the following email from Motorola: "Antenna issues are considered physical damage. Consequently, the repair will be only done for a $75 flat fee. The repair will take 12-14 business days. If it is considered beyond economic repair it will be returned unrepaired....You may prefer to take the unit to a local Motorola Authorized Service Center. Please locate the link below for a nationwide listing...."
According to their link, there's no service center within at least 100 miles of me.
I was livid. Rather than stock a simple replacement part that can be easily installed in a matter of seconds, Motorola was requiring seventy-five bucks and twelve to fifteen business days. I sent them another email letting them know how I felt about that, and here was their reply:
"Antennas are sensitive electrical components. Most phones require trained technicians with appropriate tools to ensure the antenna is installed properly, and operates optimally, providing the best reception while still operating well within the FCC guidelines. If installed improperly, the antenna may reduce the effectiveness of the phone, decrease reception, alter FCC determined guidelines, or void your warranty if damage is done to the phone. Therefore, it is a requirement that a Motorola authorized technician installs the antenna of your cellular phone."
Folks, we are talking about a simple part that screws directly into the cell phone in about five seconds. FIVE SECONDS. It's so easy a monkey could do it blindfolded, but Motorola is telling me it's really a delicate and arcane operation that can only be handled by a trained tech for seventy-five bucks plus shipping and two to three weeks of not having my phone.
According to Motorola's line of reasoning, I guess I need a tech on hand every time I plug in my mobile antenna as well. I sure wouldn't want to piss off the FCC when I'm out on a chase.
MY QUESTION: Are there any phone techs out there who can speak to this issue? Am I ranting about Motorola's customer support when in fact they gave me a truthful response? Or am I justified in feeling that, from start to finish, the company doesn't give a rip about jerking around their end consumers?
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