Depot Status on MOL

[JPOPatents]

When you send a radio to the depot for repair, how long does it take after the depot receives the radio for MOL to show that the radio was received? Also, what's the typical turnaround time at the depot? Thank you.

[escomm]

Should show up the afternoon they receive it

You should be able refer to the ship card in the resource center to get Motorola's commitment for turning your unit around. Depends on type of unit (mobile, portable, high tier, low tier etc) and what kind of repair it is (warranty, maintenance contract, flat rate etc)

[JPOPatents]

Hi Jeff,

The radio is a high tier handheld that I sent for flat rate service. It was delivered to the depot around noon on 11/4/2011, but MOL doesn't show that the radio has been received or that the depot has retrieved the RMA.

[escomm]

If you have tracking I'd call customer service and have the repair call team open a case if it's not showing up in the morning.

High tier portable is a 10 day card (business days) or 9 days if initiated on MOL

[JPOPatents]

After calling Motorola yesterday, selecting option 2, and being hung up on after someone yelled at me in Spanish, I decided to give it another try today. I already had a case open through MOL, but there was no activity, so I called again today.

I found out some interesting information after speaking with Motorola customer service.

My tracking information shows that that radio was delivered to the El Paso location around noon on 11/04/2011. However, the depot did not log the radio as being received until 11/09/2011. I asked if 5 days from date of delivery to logging receipt was normal, and I was told that 5 days is typical. That's a long time, but ok, I assume that they are swamped.

Also, when the depot finally logged the radio as being received on 11/09/2011, they somehow broke the link between my account and the repair request. At the moment, if I try to check the repair status on MOL, I am told that there is no repair request associated with my account. I had to open a case to have the repair request re-associated with my account so that I can check status.

At least I was able to find out that the scheduled completion date for the flat rate repair is 11/22/2011.

[wkr518]

I think the extra 5 days allows for extra Siesta time at the Juarez Service Center.Hate the game,not the players.
I had similar issue on 5 different PR1500 I shipped in under warranty a few weeks ago. MOL Repair Status showed only 1 of the 5 then 4 days later the other 4 popped up online.They ended up showing on GENERAL HOLD for 6 days and then showed up to my shop the next morning.Weird.
I really miss being able to throw 5 radios in a box with factory sheets and shipping them out,now each radio requires a Fedex label.A Good way to blow out all the old boxes I have laying around though.

[RADIOMAN2002]

Since when? I just sent out 2 boxes of 3 radios an one of 2 radios.

[wkr518]

MOL shoots out a Fedex label for every repair I initiate online now. 1 label per unit per box.I guess my gripe is having to do it online now and not being able to use the paper repair request forms.Its also longer more tedious process now too.

[RADIOMAN2002]

Not really, once you do the first there is an option for similar ticket. I did 8 radios in about 10 minuits.

[Pj]

I had a ML900 that went to IL and never showed up on MOL. They never showed it as received. It wasn't until a month or two later that they called and asked what I needed done with it...and got it months prior. Then everything showed up after it was shipped back. Somewhere in the last 6 months their logging process was fubar'd.

[JPOPatents]

Finally, after opening two cases on MOL, and many days later, the radio now shows up with repair status. This is after I received an e-mail from an "escalator" at the depot, giving me the status of a radio with an entirely different serial number. At least the correct serial number shows up on MOL. We will wait and see what happens,

Concerning FedEx labels, I did'nt see that option on MOL when I initiated the service request online. I used USPS Priority Mail to send the radio to the depot.