Issuu on Google+

FREQUENTLY ASKED QUESTIONS

FAQ FOR THE TRADE-IN PROGRAM

These FAQ are provided as guidance only for Eligible Resellers of the Motorola Solutions Trade-In Program. For the official Trade-In Program Terms and Conditions please refer to the Trade-In website: www.motorolasolutions.com/emea/tradein

VERSION 2.1 - AUGUST 2012


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Trade-In Program General Frequently Asked Questions Q. How do I make a Trade-In claim? A. First you need to register for a Trade-In account (one off process) on the Trade-In website (it will take approximately one working day for Motorola Solutions to activate your account). Then log-in and follow the instructions to make a Trade-In claim. Q. I have a direct purchasing contract with Motorola Solutions; can I use the Trade-In program? A. Yes. But only with purchases that have been made through an authorised distributor and not directly from Motorola Solutions. Q. Can I register more than one bank account? A. No. We will only accept one bank account per Trade-In account. Only one Trade-In account is permitted per eligible reseller. Q. Our bank account details have changed, what do I do? A. Bank details can be edited within the account administration area. Once these have been amended, they will be validated by our Trade-In support team to ensure they are correct, which will result in a pause to any payments whilst this process takes place. Q. Can I have more than one user log in for my Trade-In account? A. No, only one Trade-In account and one user log on is permitted per eligible reseller. Q. The new product I have purchased is not listed in your “qualifying products” list on the Trade-In website. Is it eligible for the Trade-In offer? A. No, we can only offer a Trade-In on qualifying products that are listed against a specific Trade-In offer in the qualifying products section of the Trade-In website. Q. The distributor I have purchased my qualifying product from is not listed in your “qualifying distributor” section on the Trade-In website. Is it eligible for the promotion? A. No. The qualifying product must be purchased from an authorized distributor. Q. How many times can I use my authorised distributor to eligible reseller qualifying products invoice to register a claim? A. An invoice may only be registered once, once you have completed the claim against the products you may not claim against the invoice again. Q. How can I submit my invoice to complete my claim? A. There are two methods available to you for submitting your invoice Upload a copy or digital photo of your invoice during the online claim process (preferred method) Email a copy of your invoice from your computer or smart phone to help@tradeinemea.motorolasolutions.com Instructions of how to successfully complete your chosen method will be provided during the online claim process. If you are unable to submit your invoice using any of these methods please contact one of our Trade-In support team who will be able to help you further.

PAGE 2


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. How long do I have to return my Trade-In products? A. Trade-In products must be received within the timescales stated for the specific Trade-In offer you wish to participate in. The invoice date of your qualifying product purchase counts as day one of this period. Any Trade-In products received after the stated timescales as per the terms and conditions of the specific Trade-In offer will be given zero rebate and not be returned. Q. How many products can I Trade-In? The maximum number of units that can be traded in against an applicable invoice is restricted to the total number of qualifying products purchased on the submitted invoice. For example if ten qualifying products are documented on the applicable invoice then up to a maximum of ten Trade-In products may be traded in against the specific Trade-In offer criteria. Q. What happens to data on any Trade-In products returned? A. Prior to sending in any Trade-In Products, it is your responsibility to delete data from any hard drive and any other storage media in the Trade-In product and to remove any removable storage media. Motorola Solutions accepts no responsibility for lost or confidential data and software. Please note Motorola Solutions is unable to retrieve any customer data once a Trade- In product has been received. Q. Can I hand deliver my Trade-In products to the handling facility? A. No, you must return the Trade-In products using an postal or courier service to the specified Motorola Solutions handling facility address provided when you register for your Trade-In products to be returned. Q. Can I return Trade-In products to my distributor? A. No. Trade-In products must be returned to the specific Motorola Solutions handling facility address provided. Q. Who covers the cost of shipping? A. You are responsible for the cost of shipping units into the specified Motorola Solutions handling facility. There is a postage contribution from Motorola built into the rebate for each Trade-In offer per qualifying Trade-In product returned. Q. What happens if my Trade-In products are lost in transit? A. Proof of posting will not be accepted as proof of receipt. Motorola Solutions cannot accept liability for any applications lost, damaged or destroyed in the post and recommends using an insured postal service/courier. Q. How do I ensure my Trade-In products go through customs? A. It is your responsibility to ensure that all Trade-In products dispatched are complete with all required documentation as required by your local customs authorities, as well as to allow entry to the country of the specific Motorola Solutions handling facility (for the most this will be the Czech Republic). Motorola Solutions does not take any responsibility to any issues related to items which are lost, damaged or destroyed due to the actions of customs authorities. Q. What happens if my Trade-In products are held in customs? A. It is your responsibility to ensure that all items dispatched are complete with all required documentation as required by your local customs authorities, as well as to allow entry to the country of the Motorola Solutions handling facility. You will be notified by customs if your items are held, and it is your responsibility to resolve any issues. Motorola Solutions is unable to offer any assistance.

PAGE 3


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. What happens if I return any accessories? Will I get a rebate? A. If you return any accessories they will be given zero value and Motorola Solutions will not return them. Q. When will my rebate payment be processed? A. We do not process any payments until we have received and checked your Trade-In products to confirm they match the description given and the Trade-In product qualifying criteria. We must receive all Trade-In products registered in your claim before any payment is made, we are unable to split payments across shipments. We aim to process the payment as quickly as we can. However we cannot control the time necessary for the banks to process the funds into your account. Q. What currency will the Trade-In rebate be paid in? A. Trade-In offer rebates will be promoted in US Dollars only. Payments will be made in Pounds Sterling, Euro or US Dollars only. If applicable, the rebate will be converted from US Dollars using a Motorola Solutions exchange rate. Exchange rates are published on the Trade-In Website. Q. My bank account is not in US Dollars (USD), Euro (EUR) or Pound Sterling (GBP), can I still receive the Trade-In rebate? A. Yes. When you setup your Trade-In account you will be asked to select which of the three currencies (USD, EUR, GBP) you would like your rebates paid in. Motorola Solutions will then pay all rebates in the selected currency. If your bank account currency is different than the one selected in your Trade-In account then your bank will make the currency conversion based on their exchange rate and processes. Motorola Solutions is not responsible for any bank charges you incur in relation to the receipt of the Trade-In rebate. Q. I have a question relating to my claim, who should I contact? A. If you have any queries, please contact our Trade-In support team, details are on the contact us page on the Trade-In website. Q. Can I still earn Motorola Solutions SalesPower2 Points? A. Yes, if the qualifying product you purchased is in the SalesPower2 program and you as a reseller qualify for SalesPower2 points.


FREQUENTLY ASKED QUESTIONS TRADE-IN program

MC55A0 & MC75A0 Trade-In Offer Specific FAQ Q. When is the MC55A0 & MC75A0 Trade-In Offer valid? A. Valid for new purchases of qualifying products made between 1St January 2012 and 31st December 2012. Q. What are the MC55A0 & MC75A0 qualifying products? A. These are outlined on the Trade-In website. Q. What are the MC55A0 & MC75A0 Offer Trade-In rebate values? A. These are outlined on the Trade-In website. Q. Is there a registration period for the Trade-In offer? A. Yes. All Trade-In claims must be registered through the resellers Trade-In account within 15-45 days of the authorised distributor to eligible reseller invoice date for the qualifying products. Q. If I register the Trade-In claim over 45 days can I still claim? A. No, unfortunately you must register your products within 15 - 45 days of making your qualifying product(s) purchase. The date of your purchase as indicated on the invoice is day one of this period. Q. Can I make a Trade-In claim if I purchased the new units under a Price Exception (PE) or Deal Registration? A. No. Only new units that have been purchased under standard pricing (including TIP) will be eligible for the Trade-In. Purchases made with a PE or under Deal Registration will be rejected for this Trade-In offer. Q. Can I return any brand of mobile computer under the MC55A0 & MC75A0 Trade-In offer? A. Yes you can return any make and any model of mobile computer, as long as it conforms to the correct Trade-In product criteria as mentioned in the Terms and Conditions. Q. Can I Trade-In any other data collection products instead of a mobile computer? A. No. Under the MC55A0 & MC75A0 Trade-In offer we will only accept mobile computer Trade-In products which meet with our Terms and Conditions. Q. How long do I have to return my Trade-In products under the MC55A0 & MC75A0 Trade-In offer? A. If the Trade-In claim is approved Trade-In products must be received within 120 days of the date on your invoice. The qualifying product invoice date counts as day one of this period. Any units received after 120 days will be given zero rebate. Q. My Trade-In product does not have the correct size screen; can I still send it back for a rebate? A. Any mobile computers Traded-In under the MC55A0 & MC75A0 Trade-In offer that do not have a screen size of between 3 inches and 4 inches, (7.62cm to 10.16cm) will NOT be returned and will receive NO rebate. If the screen is of the correct size but is damaged you will receive a reduced rebate. Reduced rebate values are indicated on the Trade-In website.

PAGE 5


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. How can I tell if my Trade-In mobile computer has a damaged screen? A. Motorola Solutions will determine whether a screen is damaged by reference to the general guideline that screens will not be deemed to be damaged if they have been subjected to fair wear and tear only. Q. I have received a revised valuation because of damaged screen(s) for my Trade-In products which I do not agree with, what can I do? A. Motorola Solutions’ decision is final when it comes to deciding if a screen is damaged or not. Q. I have a mobile computer that has the correct screen size, but is ten years old, will you accept it? A. Yes there is no age criteria to the mobile computers that get traded in. Q. What is the MC55A0 and MC75A0 Trade-In offer postage contribution? A. You are responsible for the cost of shipping units into the specified Motorola Solutions handling facility. The rebate value for this offer includes a postage contribution of $5.00 per item traded in.

MC9190 Trade-In Offer Specific FAQ Q. When is the MC9190 Trade-In Offer valid? A. Valid for new purchases of qualifying products made between 3rd September 2012 and 31st August 2013. Q. What are the MC9190 qualifying products? A. These are outlined on the Trade-In website. Q. What are the MC9190 Offer Trade-In rebate values? A. These are outlined on the Trade-In website. Q. Is there a registration period for the Trade-In offer? A. Yes. All Trade-In claims must be registered through the resellers Trade-In account within 15-45 days of the authorised distributor to eligible reseller invoice date for the qualifying products. Q. If I register the Trade-In claim over 45 days can I still claim? A. No, unfortunately you must register your products within 15 - 45 days of making your qualifying product(s) purchase. The date of your purchase as indicated on the invoice is day one of this period. Q. Can I make a Trade-In claim if I purchased the new units under a Price Exception (PE) or Deal Registration? A. No. Only new units that have been purchased under standard pricing (including TIP) will be eligible for the Trade-In. Purchases made with a Price Exceptions (PE), Deals Registrations (DR) and any other Motorola Solutions product promotions being provided via our Authorised Distributors are excluded from this Trade-In offer. Q. Can I return any brand of mobile computer under the MC9190 Trade-In offer? A. Yes you can return any make and any model of mobile computer, as long as it conforms to the correct Trade-In product criteria as mentioned in the Terms and Conditions.

PAGE 6


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. Can I Trade-In any other data collection products instead of a mobile computer? A. No. Under the MC9190 Trade-In offer we will only accept mobile computer Trade-In products which meet with our Terms and Conditions. Q. How long do I have to return my Trade-In products under the MC9190 Trade-In offer? A. If the Trade-In claim is approved Trade-In products must be received within 120 days of the date on your invoice. The qualifying product invoice date counts as day one of this period. Any units received after 120 days will be given zero rebate. Q. My Trade-In product does not have the correct size screen; can I still send it back for a rebate? A. Any mobile computers Traded-In under the MC9190 Trade-In offer that do not have a screen size of 3.5�(8.89cm) and over, will NOT be returned and will receive NO rebate. If the screen is of the correct size but is damaged you will receive a reduced rebate. Reduced rebate values are indicated on the Trade-In website. Q. How can I tell if my Trade-In mobile computer has a damaged screen? A. Motorola Solutions will determine whether a screen is damaged by reference to the general guideline that screens will not be deemed to be damaged if they have been subjected to fair wear and tear only. Q. I have received a revised valuation because of damaged screen(s) for my Trade-In products which I do not agree with, what can I do? A. Motorola Solutions’ decision is final when it comes to deciding if a screen is damaged or not. Q. I have a mobile computer that has the correct screen size, but is ten years old, will you accept it? A. Yes there is no age criteria to the mobile computers that get traded in. Q. What is the MC9190 Trade-In offer postage contribution? A. You are responsible for the cost of shipping units into the specified Motorola Solutions handling facility. The rebate value for this offer includes a postage contribution of $25 per item traded in.

Industrial Scanning Trade-In Offer Specific Frequently Asked Questions Q. When is the Industrial Scanning Trade-In Offer valid? A. Valid for new purchases of qualifying products made between 3rd September 2012 and 31st August 2013. Q. What are the Industrial Scanning qualifying products? A. These are outlined on the Trade-In website. Q. What are the Industrial Scanning Offer Trade-In rebate values? A. These are outlined on the Trade-In website.

PAGE 7


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. Is there a registration period for the Trade-In offer? A. Yes. All Trade-In claims must be registered through the resellers Trade-In account within 15-45 days of the authorised distributor to eligible reseller invoice date for the qualifying products. Q. If I register the Trade-In claim over 45 days can I still claim? A. No, unfortunately you must register your products within 15 - 45 days of making your qualifying product(s) purchase. The date of your purchase as indicated on the invoice is day one of this period. Q. Can I make a Trade-In claim if I purchased the new units under a Price Exception (PE) or Deal Registration? A. No. Only new units that have been purchased under standard pricing (including TIP) will be eligible for the Trade-In. Purchases made with a Price Exceptions (PE), Deals Registrations (DR) and any other Motorola Solutions product promotions being provided via our Authorised Distributors are excluded from this Trade-In offer. Q. Can I return any brand of industrial scanner under the Industrial Scanning Trade-In offer? A. Yes you can return any make and any model of industrial scanner, as long as it conforms to the correct Trade-In product criteria as mentioned in the Terms and Conditions. Q. Can I Trade-In any other scanning products instead of an industrial scanner? A. No. Under the Industrial Scanning Trade-In offer we will only accept scanning Trade-In products which meet with our Terms and Conditions. Q. How long do I have to return my Trade-In products under the Industrial Scanning Trade-In offer? A. If the Trade-In claim is approved Trade-In products must be received within 120 days of the date on your invoice. The qualifying product invoice date counts as day one of this period. Any units received after 120 days will be given zero rebate. Q. What is the Industrial Scanning Trade-In offer postage contribution? A. You are responsible for the cost of shipping units into the specified Motorola Solutions handling facility. The rebate value for this offer includes a postage contribution of $10 per item traded in.

Wireless Access Point Trade-In Offer Specific Frequently Asked Questions Q. When is the Wireless Access Point Trade-In Offer valid? A. Valid for new purchases of qualifying products made between 3rd September 2012 and 31st August 2013. Q. What are the Wireless Access Point qualifying products? A. These are outlined on the Trade-In website. Q. What are the Wireless Access Point Offer Trade-In rebate values? A. These are outlined on the Trade-In website.

PAGE 8


FREQUENTLY ASKED QUESTIONS TRADE-IN program

Q. Is there a registration period for the Trade-In offer? A. Yes. All Trade-In claims must be registered through the resellers Trade-In account within 15-45 days of the authorised distributor to eligible reseller invoice date for the qualifying products. Q. If I register the Trade-In claim over 45 days can I still claim? A. No, unfortunately you must register your products within 15 - 45 days of making your qualifying product(s) purchase. The date of your purchase as indicated on the invoice is day one of this period. Q. Can I make a Trade-In claim if I purchased the new units under a Price Exception (PE) or Deal Registration? A. No. Only new units that have been purchased under standard pricing (including TIP) will be eligible for the Trade-In. Purchases made with a Price Exceptions (PE), Deals Registrations (DR) and any other Motorola Solutions product promotions being provided via our Authorised Distributors are excluded from this Trade-In offer. Q. Can I return any brand of wireless access point under the Wireless Access Point Trade-In offer? A. Yes you can return any make and any model of Wireless Access Point, as long as it conforms to the correct Trade-In product criteria as mentioned in the Terms and Conditions. Q. Can I Trade-In any other wireless products instead? A. No. Under the Wireless Access Point Trade-In offer we will only accept Trade-In products which meet with our Terms and Conditions. Q. How long do I have to return my Trade-In products under the Wireless Access Point Trade-In offer? A. If the Trade-In claim is approved Trade-In products must be received within 120 days of the date on your invoice. The qualifying product invoice date counts as day one of this period. Any units received after 120 days will be given zero rebate. Q. What is the Wireless Access Point Trade-In offer postage contribution? A. You are responsible for the cost of shipping units into the specified Motorola Solutions handling facility. The rebate value for this offer includes a postage contribution of $10 per item traded in.

MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. Š2012 Motorola, Inc. All rights reserved.

PAGE 9


Trade-In Program FAQs