Steps to Obtaining Warranty Service
A significant proportion of warranty problems prove to be failures
of hookup, associated equipment, or misunderstandings about proper
use. These can often be corrected by consultation and we can save you
the trouble and expense of shipping the unit back to us.
The steps in assessing whether warranty service is required are as
Examine the hookup of the entire system, according to these
instructions and see if you can't solve the problem yourself.
Call us or send questions by e-mail. We will work
with you to troubleshoot the problem.
When all of this is done, if we have concluded that the
equipment is not functioning correctly, send it to us, once again
being very sure of proper packing. Upon arrival, it will have
priority to be checked. We will correct the problem and will
notify you when we have done so or if we encounter any problem.
Only authorized returns can be accepted, so don't forget to call
us before shipping it back.
Proceed as follows, and if questions arise at any point in the
process, refer them to us without delay:
- With all equipment turned off,
double check all connections to see to it that they are proper in
- Reread documentation you may have,
either on the unit in question or any associated equipment to
satisfy yourself that you have indeed hooked it all up properly and
that the setting and mode selections are correct.
- Substitutions are a favored mode of
system troubleshooting. Subbing in different units when available,
changing cables, etc. can sometimes pin the matter down very well.
This can get confusing though, so sometimes, assistance is required.
- Checking to see if a problem is
present on more than one source is also revealing. Again,
assistance may be needed.
When you are satisfied that the unit in question is not right, or
are at your wits end (or slightly before), contact us. If a phone
message is left, we will return the call. If an e-mail is sent, we
will reply. Our intention here is to walk you through the matter to
really pin it down. We will often give you precise instructions of
things to do which will reveal the truth of the matter, so be in a
position to take notes. Having the equipment or set-up in front of
you can also be very helpful. If you have access to a digital camera,
this can be helpful as well. We may need to see some aspect of the
unit or associated equipment.