Here are the most frequently asked questions about the Motorola Trade-Up Program.

1. Must I buy something to be eligible to participate in the Motorola Trade-up program?

Yes, in order to receive trade-up credit, the consumer must purchase a Motorola product from the Moto Store of equal or more value than the trade-up value, and should use their unique trade-up coupon code in the shopping cart.

Certain promotions might require that you purchase specific product(s) to be eligible for receiving trade-up value for your old cell phone.

2. Do I have to buy a cell phone to be eligible to participate in the Trade-up program?

In order to receive trade-up credit, the consumer has to purchase any Motorola product on the Moto Store of value equal to or greater than the indicated trade-up value using their unique promotion code. However, certain promotions might require that you purchase specific products to be eligible for trade-up. Please refer to the trade-up website for the terms and conditions of the current promotion.

3. What is the coupon code? How do I use it?

The coupon code is a unique code that is given once you receive the suggested value for your old cell phone. The coupon code is unique and you need to put this code in the shopping cart ‘Promo Code’ box while completing your purchase at the Moto Store. This coupon code validates your purchase at the Moto Store and ensures that you receive your cell phone value.

4. How do I identify the model name or number of my cell phone?

Do not determine your handset model by a picture or user manual alone, as many handset models are nearly identical. Your handset’s model and serial (ESN or IMEI) numbers are usually located on the back of the phone.

To identify the model number of your handset:

1. Turn off your handset.
2. Remove the back cover from the handset and remove the battery.
3. Your will usually see identification information or an ID tag or label (often with a bar code) on the back of your handset in the battery or SIM compartment. The handset model number should be located on that label. (see illustration 4.1)

Some manufacturers may not always list the model number as illustrated. If you need help identifying your handset, you can visit the manufacturer’s website or contact the manufacturers listed below. They will provide you with the model number assigned to the ESN number on the handset.

Manufacturer	Web Site	Phone #
AudioVox	http://www.audiovox.com	(800) 229-1235
Ericsson (Sony)	http://www.sonyericsson.com	(800) 374-2776
Kyocera	http://www.kyocera.com	(858) 882-2000
LG	http://www.lgmobilephones.com	(858) 635-5300
Motorola	http://www.motorola.com	(877) 777-7520
Nokia	http://www.nokia.com	(888) 665-4228
Qualcomm	http://www.qualcomm.com	(800) 348-7227
Sprint	http://www.sprintpcs.com	(888) 211-4727

5. What if the website does not have a drop down for my cell phone?

If the handset is not indicated in the drop down menu, it does not qualify for the trade-up program. If you believe this is in error or would like to have your cell phone added to the trade-up list, please contact the site administrator at tradeup@twsmail1.com .

6. What if I cannot find my carrier on the drop down list on the pricing screen?

Select “Other” in the carrier field.

7. What if the pricing screen comes back with “Pricing information not found”?

Resubmit the model and manufacturer using a different carrier selection or select “other” in the carrier field.

8. Must I send in my battery with my cell phone to qualify for the trade-up?

You are not required to send in your battery to receive your trade-up check, but if you send in your battery, your trade-up will be accepted and the battery will be recycled.

9. What must I send in with my cell phone?

From an equipment standpoint, send in your cell phone only. If you want to send in your battery, that is optional and would be recycled. Be sure to also include the promotion voucher, shipping traveler, and sales receipt for new purchases (if applicable) provided to you on the website.

8. How can I remove my contacts and personal data from my cell phone?

Although we remove personal data when we receive the cell phone, we recommend deleting any personal data or information on the cell phone before turning it in. For step- by- step data removal instructions for Motorola models please go to www.Motorola.com/Tradeup/wipeout.

For other manufacturers, please review your owner’s manual or go to the manufacturer’s website.

9. Can I track the shipment and status of my old cell phone?

Yes, because we will use FedEx for shipping, you will can go to www.fedex.com and input the tracking number to track the status of your shipment. You can also go to www.motorola.com/tradeup/tradeupstatus to check the status of your trade-up.

10. Will I be notified when my old cell phone is received at the trade-up center?

Yes, you will receive an e-mail notification, when the trade-up center receives your old cell phone.

11. What is the expected turn around time to get my payment from the time I ship my cell phone?

When the promotion allows for a direct payment, please allow 6-8 weeks after receipt of your cell phone, to receive your check.

12. Will I get paid with a check or a debit card?

This is dependent upon the current promotional offering. Please refer to the trade-up website for current promotional offerings or refer to your sales receipt. If a rebate check is issued, it will be issued through TWS, our third party processing center, and will be sent directly to you.

13. Why is the website indicating no value for my cell phone?

Based on the age, model, functional nature and condition of your cell phone, it was determined that the cell phone has no value. If you would like to properly dispose of this cell phone, go to www.motorola.com/tradeup/wipeout for instructions.

14. Will I be able to get my old cell phone back, if I decide to return my new cell phone?

No, all trades are final.

15. After shipping in your old cell phone and upon receipt of an email notification of the validated value of your old cell phone from the trade-up center, if there is a dispute over the value of the cell phone, how is it resolved?

Motorola makes every effort to provide the consumer with the benefit of the doubt. We have made an effort to provide very succinct and objective qualification questions to validate your cell phone’s value. Per the terms and conditions of this agreement, you have validated that you properly represented the make, model, carrier, and quality of your cell phone. Upon acceptance of the terms and conditions and agreement to sell, you have given Motorola the right to revalue your cell phone for any material difference (dollar value greater than $10) in representation.

16. Is there a way to check the status of my trade-up check?

Yes, you may go to www.motorola.com/tradeup/tradeupstatus to determine the status of your trade-up. Checks are issued 6-8 weeks from the time our Trade-up Center receives your cell phone.

17. What happens to the cell phones once they are traded in?

Our 3rd party trade-up vendor, TWS, will receive, sort, and data clear all cell phones. Reusable cell phones will be remarketed and unusable cell phones will be recycled according to federal, state and local laws.