How to Join the MOTR.X Protection Program
There have recently been some concerns about the design of MOTR.X and we want to thank you for bringing this to our attention. It is by no means our intention to ignore you, our critical community of filmmakers that have chosen to work with our products. Your constant engagement and attention to detail is the way we learn the most about how to build our products better.
After testing of production-model MOTR.X units, we have confirmed that the motor can suffer a breakage when the 4-pin motor cable port is forced in a radial or lateral movement or pulled upward upon removal of the cable. We agree that robustness can fall below user standards and the standards we set for our ourselves. 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 are enrolled, we will reach out to you to schedule an upgrade. When it’s your turn to send in motors, we will email you a prepaid shipping label (Teradek will cover shipping both ways). Upon receipt of your unit(s), we will stabilize the motor port by adding a spacer to prevent any 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 2 weeks.
Enroll in the protection program here: https://www.surveymonkey.com/r/D3Z3GFV
This program will be conducted on a rolling basis in order 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 will be able to start the process.
This program is for functioning MOTR.X units only. If you have a broken unit or a unit that is not functioning, please contact our support team. We will help you determine why the unit is not functioning. If that cause pertains to the motor connector concern described above, we will fix your unit free of charge!
Our goal is to be as transparent as possible and make sure no customer is left behind. Any concern is a big concern. Thank you for your support. Teradek RT has an exciting roadmap ahead and we can't wait to share it with you!
For additional questions or concerns, reach email us at firstname.lastname@example.org.
The Teradek Team