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.
Some manufacturers stock original boxes and styrofoam packing. If you are shipping an expensive and/or very heavy item, we can check on the availability of the original carton. Please contact us by phone or email if you wish us to check.
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 upon completion to arrange payment. If the cost will exceed $150.00, we will contact you with an estimate. If you decline the estimate, you will be charged return shipping & handling costs only. We normally ship units back with a signature required. 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 $75 labor charge for time spent testing and evaluating.
Carry-in Repair Policy
Our policy for carry-in is the same, except there is a $40 per unit non-refundable CASH or CHECK only deposit required when the unit is dropped off.
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, please include a copy of your proof of purchase. The manufacturer will pay for the return shipping of your repaired unit.
Payment for completed items are made online via Paypal. You do not need a Paypal account to make payment. You can use Mastercard, Visa, or Discover, or Paypal if you have a Paypal account. We do not take Amex. When your unit is completed, packed, and ready for shipping, we will notify you via email. The email will contain the total charge for the repair and shipping. We will also generate a Paypal request for payment which will be emailed to you. This email will contain a link to Paypal's secure website where you can make the payment. We will be notified as soon as the payment is complete, and will ship your unit out with the next FEDEX pickup, or, if you carried it in, it will be ready for you to pickup. Carry-in units may be paid for at the time of pickup by cash or check, if the credit card or Paypal payment has not been made online. All overseas units must be prepaid via postal money order or certified funds only.
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 dependant 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.
We will warranty the parts we replace and the service we perform for a period of six months from the date of service. Failures caused by mis-use 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. Depending upon our findings, we may elect to reimburse you for the shipping, depending upon the nature of the failure/requirement for repair. We are not unreasonable, we simply operate like all other business. If you need another visit to the doctor, you are responsible for getting yourself 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 30 years and have literally thousands of satisfied customers. We also perform service for 5 of the top audio dealers in Connecticut, and have excellent relationships with all of the manufacturers for whom we provide service.