Iridium Extreme (9575) Recall Process Recall runs: May, 2012 to Nov 1, 2012

1. Iridium Extreme 9575 Returns Background

A mechanical element on the antenna stem that triggers a deployment sensor has insufficient tolerances which may lead to instances of the sensor not working as designed. This issue is isolated to the Extreme and does not affect the 9555. Customer is still able to make calls and send messages but the Extreme phone’s performance may be reduced and when operated with the antenna stowed (retracted or lowered) may operate at a power level exceeding the equipment’s authorized FCC radio frequency limits. This issue may not impact all units; however it is difficult to determine which units are affected through standard screening processes. Therefore, Iridium strongly requests that partners promptly return all Iridium Extreme phones for replacement.

2. Recall process steps:

1) Complete the form below

2) Make sure you provide the IMEI number (Serial #) off the back of the handset behind the battery

3) Include your full name, shipping address, email address and phone number

IMPORTANT NOTES:

• Users are to copy their phonebook from the Extreme handset on their SIM card or store elsewhere as this phone is the not the one that will be returned to them and the phonebook will be emptied during refurbishing
• Users are to remove their SIM card from the phone (the SIM is not to be shipped)
• ONLY the phone and battery and none of the accessories are to be returned
• Returned equipment must be shipped in properly secured packaging materials to insure safe transportation

Once we have received this information we will forward the details to Iridium. Iridium will then supply SatPhoneCity with their RMA which we will in turn forward to our customer. Equipment will be returned to Iridium for replacement and once the new units are issued will be returned to the customer.

Q & A’s on the Iridium Extreme Recall Process

Q: How long will it take to replace my Extreme phone?
A: Customers should expect an average period of 4 weeks from submission of the RMA.
Q: Does the recall have implications to my warranty?
A: Replacement equipment will be warranted for 12 months from the date of shipment. For returns after November 1, 2012, the standard warranty processes and term will apply.
Q: What qualifies as a new and what as a used Extreme handset?
A: Iridium Extreme handsets with less than 5 minutes of usage are classified as new equipment.
Q: How can customers determine how many minutes of use are on their phones to see if it is classified as “New” or as “Used”?
A: They can go to the menu of the phone to the “lifetime call time” to view the total amount of minutes utilized on the phone. As long as there is less than 5 minutes of use, the phone is considered “New”. To access this menu, go to Menu > Call History > Call Meters > Lifetime call time
Q: What is the warranty period on the new units that are shipped?
A: The warranty program is 12 months from date of shipment for all replacement equipment.
Q: Will Iridium continue to accept replacement requests for this program after the November 1st end date?
A: Yes, although it will follow standard RMA rules. This means that shipping cost will not be reimbursed after this date and the standard warranty process will apply.
Q: Does the phone operating at “power levels exceeding frequency limits” pose any issues for the consumer?
A: As noted in Iridium’s communications on this topic, one possible result of this mechanical issue is that the unit may operate at a power level exceeding the equipment’s authorized FCC radio frequency limits unless the antenna is fully extended. If the phone is used in the manner described in the user manual where the antenna is fully extended during use for optimal performance, the unit operates
within a power level that is in compliance with the authorized FCC radio frequency limits. Iridium are advising customers not to make phone calls with the phone retracted as the mechanical issue can lead to instances of the sensor not working as designed. This issue only has the potential to occur if the phone is actively in a call with the antenna stowed and in certain orientations. Stowing the antenna in idle mode when calls are not in progress or receiving incoming call notifications is not an issue. Per user guide documentation, customers must extend the antenna to place or receive a call for optimal use until a replacement can be obtained.
Q: For required interim use, if the phone is functioning at “reduced levels” would Iridium recommend the use of the external antenna supplied with the phone to improve performance? If so, should the antenna of the handset be extended or not?
A: Iridium recommends that customers who use the phone out of necessity should be reminded to extend the phone antenna during all calls until they are able to obtain a replacement. In their testing, the customer is able to still make calls and send messages at a level on‐par with the standard operation of the phone although in some scenarios, the reduced levels could be noticed. Use with the supplied external antenna will bypass the phone’s use of the deployment sensor and resolve the power level issue, however, it is recommended that the supplied external antenna be mounted on a metal ground plane for optimal performance (ex. metal vehicle roof) if available. Use of docking stations with an external antenna will also bypass the phone’s use of the deployment sensor and maintain standard call performance.
Q: Is Iridium also addressing other issues that have been reported?
A: Yes, Iridium is continually reviewing warranty returns for root cause analysis and have implemented some additional process improvements to address other issues that have been reported.