What is this about?
There have recently been some concerns about the design of MOTR.X. We want to thank you for bringing this to our attention- it is by no means our intention to ignore our valuable community; we learn the most about building our products from users like you. 

After intensive testing of production-model MOTR.X units, we have confirmed that a small number can suffer a breakage when the 4-pin motor cable port is twisted laterally, radially, or along its axis at varying levels of force. We agree that robustness can fall below user standards, and the standards we set ourselves in pre-production.

Therefore, today we are announcing a free Motor Protection Program to strengthen the internal components of each motor and avoid any potential damage. 

How does it work?
Once you're enrolled, we'll reach out to you to schedule an upgrade. When it's your turn to send in your motors, we will email you a prepaid shipping label (Teradek will cover shipping both ways). When we receive your unit(s), we will stabilize the motor port by adding a spacer to prevent external forces from damaging the ports. We will also strengthen the connection points to the main circuit board. We can then return your unit(s) within about two weeks. 

Question Title

Determining Eligibility

This program will be conducted on a rolling basis to prevent a backlog where customers may be left without their motor(s) for an unacceptable amount of time. We will therefore be scheduling time slots over the next several months- the sooner you apply, the sooner you can start the process.

This program is for functioning MOTR.Xs only.

If you have a broken unit or a unit that is not functioning, please get in touch with our support team. We'll be able to help you figure out why the unit is not working. If that cause pertains to the motor connector concern described above, we will fix your unit free of charge!

Our goal is to be transparent and ensure no customer is left behind. So any concern is a big concern. Thank you for your support. Teradek RT has an exciting roadmap, and we can't wait to share it with you!

If you have any questions or concerns, feel free to contact us.

Instructions for Enrollment
  1. Use this form ​​​​​to sign up for the MOTR.X Protection Program. 
  2. Our support team will review your information and email you a reservation timeframe for your MOTR.X to be sent in.
  3. The week before your reservation, you will receive a shipping label on the support case created for you. Our team will send instructions along with the shipping label.
  4. Within 2-3 weeks of our Repair team receiving the MOTR.X, it will be reworked and returned to you free of charge to the shipping address you provide on the signup form.

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