Pack your unit carefully, insure it, and ship it to us, using our print-out form. Please include the remote control--it is often necessary for certain testing procedures and accessing some functions (many DVD players, for example, have an 'enter' button on the remote which is not on the front panel of the player-without the remote, we cannot play a DVD).
Use sturdy boxes-we recommend double-boxing. Please see the information on the Send In Your Unit Today page of our website for instructions.
All non-warranty repairs repairs require a $50 non-refundable deposit. You may include payment in the box or call in with a credit card or we can send you a Paypal request for payment.
If your repair is under the manufacturer’s warranty, we will need a copy of the sales receipt, there is no deposit required, the manufacturer will cover the repair costs. Most manufacturers will cover return shipping, but the owner is responsible for getting the unit to us.
If you have a Velodyne, the deposit is $100, due to the lack of parts and support from Velodyne. We cannot guarantee that we can repair the amplifiers, we need to have the amp on the bench to evaluate.
Units that are tampered with or have been at another shop may be subject to an additional up-front evaluation charge depending upon condition.
If the cost of repairing your unit is $150.00 or less (not including shipping charges), we will proceed with the repair and notify you to arrange payment. If the cost will exceed $150.00, we will contact you with an estimate. Shipping charges will be added to the cost of the repair and are not included in the $150.00 limit. If you decline an estimate, you are responsible for the shipping charge if you want the unit shipped back to you. We normally ship units back with a signature required unless you specify otherwise. We will not use an account other than our own for shipping. Please do not include shipping labels or account numbers, or ask us to use your shipping account. Units that are checked out on our test bench and are found to have no problem will be subject to a $100.00 labor charge for time spent testing and evaluating.
Carry-in Repair Policy
Our policy for carry-in is the same, there is a $50 per unit non-refundable deposit required when the unit is dropped off., unless the unit is covered by the manufacturer’s warranty.
Why don't we have flat rates for repairs?
Flat rate repairs can be very unfair. Suppose your repair is a very simple one, taking a short amount of time and requiring no parts. Why should you pay the same price for a repair which might take several hours and require a load of parts? Doesn't make sense to us. Shouldn't make sense to you.
If your unit is covered by the manufacturer's warranty, you must provide a copy of your proof of purchase. The manufacturer will pay for the return shipping of your repaired unit.
Payment for completed items can made online via Paypal or over the phone with a credit card. You do not need a Paypal account to make an online payment. You can use Mastercard, Visa, or Discover, or Paypal if you have a Paypal account. We do not take Amex.
How long will it take?
Time for repairs is determined by several factors. Units that are under factory warranty are always handled with the highest priority. We normally will check out in-warranty units within a day or two after receipt. Length of time in service is also dependent upon how many units we have in service at any given time, availability of parts, nature of the problem, and so on. We will get to each repair as soon as possible. Vintage repairs take the longest. There are typically multiple problems which must be addressed. Parts are usually not available from the manufacturers for older sets, making it necessary for us to find other sources. Also, repairs are normally more complex on vintage gear because of the greater number of parts, age of the sets, overheated parts and solder connections, lamps, and so on, all of which must be addressed. Turn-around time for vintage repairs can take anywhere from one to six months depending upon what issues we are dealing with and how backlogged we are. Please feel free to give us a call or email to discuss your individual repair.
We will warranty the parts we replace and the service we perform for a period of 90 days from the date of service. Failures caused by misuse or abuse are excluded. If there is a problem with the repaired unit within the warranty period, it is your responsibility to return it to us for evaluation. Shipping costs are not covered under our warranty. We are not unreasonable, we simply operate like all other business. If you need another visit to the doctor or the car mechanic, you are responsible for getting yourself or your automobile there. Repairs unrelated to the original problem are not covered by the warranty and will be billed separately. Again, we are not unreasonable. We value your business and want you to be happy with our service. We will be honest in our evaluation of any problems that might occur. We have been in business for over 35 years and have literally thousands of satisfied customers. We also perform service for several of the top audio dealers in Connecticut, and have excellent relationships with all of the manufacturers for whom we provide service.
Items that are completed which have not been paid for within 30 days of completion will be considered abandoned unless other arrangements are made.
Send in your unit today for evaluation and repair.