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To start an Out of Warranty Repair, get started by submitting an Out of Warranty Repair Request. Once you have filled out the form, we will respond with a repair number and instructions on sending or dropping off your equipment to us. Typical response time is 1-2 business days.
For Out of Warranty Repairs, we require a non-refundable 1 hour bench fee of $125 up front to cover the first hour of troubleshooting, paperwork and writing up a formal estimate. All estimates are sent in writing via email. Once the estimate is approved and work is completed, the $125 bench fee will be deducted from the final bill. If you are inquiring from a large business or government agency, this may be waived. Please contact us at firstname.lastname@example.org for more information.
We do not provide formal estimates without starting a repair. However, you can view our typical Minimum to typical Maximum pricing by clicking here. If your issue is simple, it will be closer to the minimum. If your issue requires PCBs replaced or is a more in depth repair, it will be closer to the maximum. If you equipment has had liquid spilled in it or physically damaged, it may be more than the typical maximum.
To start a Warranty Repair, get started by submitting a Warranty Repair Request. Once you have filled out the form, we will respond with a repair number and instructions on sending or dropping off your equipment to us. Typical response time is 1-2 business days. Please note when uploading your receipt to the form, it does not indicate that it has uploaded ( but it does! ). If we did not receive your receipt from the form submission, we will contact you for the receipt before starting the repair.
All repairs done under warranty require an original purchase receipt or invoice from an authorized dealer or from the manufacturer. Purchase orders and packing slips are not considered a purchase receipt and cannot be accepted. Generally speaking, a full manufacturer warranty is for an "A-Stock" piece of equipment. A-Stock means brand-new in the box. Equipment that is used, an open box sale or B or C stock may have a different warranty period.
Repairs under warranty are for manufacturer's defects and failures under "normal operating conditions". Please refer to your product warranty information provided when you purchased your equipment, or contact the manufacturer for further clarification.
Drink spills, damage from extreme heat and other physical damage is not considered "normal operating conditions" and cannot be repaired under warranty. Burned voice coils on loudspeaker transducers are also not generally covered under warranty. It is the customers responsibility to know how to operate their equipment. We do not provide technical support for warranty repairs, we only repair the equipment itself.
The determination of warranty eligibility is made by Neon Production Supply per our authorized service center agreement with the manufacturer. Please note, we do not make the rules, these are made by the manufacturer.
Any piece of equipment repaired under warranty is paid for by the manufacturer. If you are shipping the equipment to us, you are responsible for shipping costs to us and the manufacturer will pay for shipping costs back to you. Usually, the manufacturer will only pay for shipping to the same address that you have sent it from. Equipment should be sent in the original manufacturer packaging. If it is not, shipping materials may be required to ship your equipment safely and you will be responsible for those materials.
If your equipment is found to not be covered under warranty and you do not want to proceed with an out of warranty repair, you will be responsible for a 1/2 hour bench fee and return shipping, if applicable. This is due before the equipment is picked up or shipped back to you.
If your equipment is found to not be covered under warranty and you would like to proceed with an out of warranty repair, a standard out of warranty repair will apply. A non-refundable 1 hour bench fee may be due before we proceed.
It is the customers responsibility to cover shipping to us for Warranty Service. The manufacturer will cover Return Shipping costs. Please ship your equipment to us in the original manufacturers packaging. Please DO NOT ship equipment to us in a ATA flight case unless prearranged with us. Please include the Mail-in Form provided by us with your equipment and write the Repair Number on the outside of the box.
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