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Middle East & North Africa
Personal Communication Sector
GSM Triplets – Customer Perception Issues
Field Service Information
Our Reference: SI13_2_2004
Date: February 29, 2003
Pages (including this page): 3
Prepared by:
Mohamed Morsy
Customer Service Manager,
Middle East
)
Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.
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Middle East & North Africa
Date: February 29, 2003
Our Reference: SI13_2_2004
Product/System:
Subject: GSM Triplets – Customer Perception Issues
Problem:
This is an informational bulletin detailing the some customer perception issues that have been identified
during the 1
Power Key:
Customer Complaint(s):
• Customer must depress the Power Key (Red Key) for a minimum of 2 seconds and then release to
Display Timeout:
Customer Complaint(s):
Up”
• The New Technology in this Product, TFT, requires it to be illuminated with light to be visible. There
• In order to extend battery life, the illumination or backlighting is powered off after a *User
* User Defined Setting: Menu<Settings<Initial Setup<Backlight (20, 40, 60 Seconds)
* User Programmable Timeout: Menu<Settings<Initial Setup<Display Timeout (Off, 1, 2 Minutes)
• The Screen Saver application, when activated, may contribute to the perception issue. After the
* Screen Saver Setting: Menu<Settings<Personalize<Screen Saver<Delay (Off, 1, 2 Minutes)
Battery Door Not Latching:
Customer Complaint(s):
• Triplets Products currently ship with a clear protective tape over the chrome battery latch. Failure to
Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.
st
200 NPI Analysis of the GSM Triplets products. See below:
Power On the handset; it may take 4 seconds for the Display to illuminate.
are two types of TFT display modules used on Triplets products. The Transmissive Reflective
(TMR) displays, used on V303, V400, V500, and V525, have a brighter richer color when
illuminated but are more almost completely unreadable with out backlighting or in direct sunlight.
The Transflective (TF) displays, used on V300 and V600, have a less brilliant color when
illuminated but are more easily viewable backlighting or in direct sunlight.
Programmable Timeout. The display itself powers off after a *User defined Setting. Any key
activation or flip cycling will re-illuminate the display.
Backlights Turn Off (20, 40, 60 Seconds) and prior to the Display Timeout (Off, 1, 2 Minutes) the
Screen Saver will initialize causing the display to illuminate for approximately 2 Seconds. After the
2 Seconds, the Backlights will Turn Off again and the Screen Saver will continue to run until the
Display Timeout.
remove this tape prior to inserting the battery door will cause the battery door to not fit properly and
potentially break the tabs on the battery door.
Triplets
FIELD SERVICE INFORMATION
“Can’t switch the phone on”
“Display Intermittent”, “Display Flashes”, “Bad Display”, “Auto Power Down/Power
“Battery Door – Poor Fit”
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Charge Indication (Sign of Life):
Customer Complaint(s):
• There is a time delay after insertion of the Charger Plug before the handset will respond with an
indication that the battery is charging (Battery Icon Flashing and/or Battery Indication Tone). This
delay can be up to as much as 10 Seconds and is highlighted by the current charge state of the
battery.
• Charger Plug may not fully engage if inserted off-center. Due to the CE Accessory Connector being
recessed in relationship with the housing, Charger can appear to be connected with only one
connector hook engaged.
Solution:
Customer Education:
There will be a section added to the user’s manual for these models. The section will be described as
“Additional User Information”. The section will encompass the information listed above to increase the
customers’ knowledge of the handsets’ operation.
Service Action
Customer Returns:
When servicing any GSM Triplet customer return with a similar customer complaint to the ones listed
above, then:
1. Attempt to duplicate the complaint through normal testing procedures.
a. If able to duplicate the complaint, follow normal troubleshooting and repair techniques to
repair the customer’s phone.
b. If unable to duplicate the complaint and a customer perception issue is suspect, then
educate the customer utilizing the information above.
“Battery will not Charge”, “No Charging Indication”
Classification:
Motorola Internal Information
Strictly released for Motorola Authorized Service Center Use only.
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