Welcome to the Manufacturer Support Bible
Our goal is to help educate the professional sound community in the correct way to get support from a manufacturer. This reference hosts links and instructions on how to get questions answered as well as gear repaired if you need help.
WHY DID WE MAKE THIS REFERENCE?
There is nothing that grinds my gears more than seeing good people and great manufacturers getting blasted on social media. It is not the appropriate place to post half the problems we have. It doesn’t help the spread of appropriate information, it can create negative backlash, and it can also take so much damn longer than if you just contacted support to begin with. I cannot stress how inefficient this way is.
As a manufacturer myself, I have been on both sides of the coin. I have had issues with equipment, and others have had issues with things I have build and sold as well. I can tell you the best interactions with customers are with the ones that e-mail me and let me know they are having a problem directly. It is such a great way to truly get to the bottom of something. It also helps the manufacturer know what they have to work on. If a manufacturer gets 10-15 calls about a product and an issue, they are absolutely going to start working on it.
I understand that social media sites like Facebook have groups that are extremely immersive. Manufacturers are even creating these groups to ensure that have ways of communicating with people at mass. What these groups are NOT for are bashing a software glitch or opinion of a feature that should be taken elsewhere. I just wish more people had empathy in our industry for others. The way we do that is not calling out things that can easily be fixed just to get a huge social rise out of a large mass of people online.
Easiest Ways To Search:
Don’t be overwhelmed. This list is daunting, and it grows all the time. We update it regularly and repost if someone changes their procedures.
If you need help looking through the list, remember that you can use the FIND tool in most browsers and mobile devices to find the manufacturer quickly.
Using a Browser (Mac or PC)
Use Control + F (PC) or Command + F (Mac) to bring up the FIND tool inside your favorite browser. Type the name of your manufacturer to locate quickly.
Using an Apple Phone (iOS)
Using an Android Phone
Ambient Recording GmbH
Schleißheimer Straße 181c
DE – 80797 München
Tel.: +49 (0) 89 360 55 10-0
Fax: +49 (0) 89 651 85 58
Service: +49 (0) 89 360 55 10-23
600 MHZ TRANSITION
Given all the confusion and misinformation regarding the 600 MHz transition, Audio-Technica has compiled this list of Frequently Asked Questions to help our customers understand and prepare for the transition. If you don’t see your question on the list, or would like additional information, please contact our Audio Solutions Department for assistance.
They also have a service called the Audio-Technica Audio Solutions Team. Here is the information:
The Audio Solutions Team is dedicated to providing creative solutions and offering value-added technical expertise to all our customers and end-users. The advice we provide may be to…
- Actual or potential Audio-Technica end-users
- Audio-Technica staff members
- Audio-Technica reps / dealers
- Anyone in need of individual competent solutions to audio problems
Within the Audio Solutions Team exists a vast array of audio experience including live sound engineering, studio engineering, sound installations, musicians, audio component service technicians and electrical engineers. We have experience in venues ranging from stadiums to houses of worship, and from conference centers to home studios. Audio is our passion – and our mission is to help you achieve the sound you want and deserve.
Frequently Asked Questions – Some one else may have asked your question before. Check out this link for a possible solution.
Submit a question online – Ask your question online using this form. A member of the Audio Solutions Team will contact you shortly.
Contact Information – To review our address, phone number, email address and hours of operation. We are happy to hear from you.
For information regarding service and parts for Consumer Audio-Technica products in Canada, please contact:
Audio-Technica U.S., Inc.
1221 Commerce Drive
Stow, Ohio 44224
E-mail (Service & Parts): email@example.com
For information regarding service and parts for Professional Audio-Technica products in Canada, please contact:
Jam Industries Ltd.
21000 Trans-Canada Highway
Baie d’Urfé, Québec
Tel: (877) 526-5463 Toll Free
E-mail (Service): firstname.lastname@example.org
Link to Repair Form: Repair Form
Web site: www.jamindustries.com
All products sold by Denecke, Inc. are warranted to the original purchaser against defects in materials and workmanship for (1) year from the date of original purchase.
However, this warranty excludes accessories, batteries and cables. Also, this warranty does not apply to any instrument determined by Denecke, Inc. to have been subjected to customer alteration, modification, negligence or misuse.
In the event of any defects determined by Denecke, Inc. to be covered by this warranty, Denecke, Inc. will, at its sole option, repair or replace the defective instrument without charge. To obtain warranty service the defective instrument must be returned within one (1) year from purchase to:
ATTN: Repair Department
25209 Avenue Tibbitts
Valencia, CA 91355
$95/hour (half hour minimum) plus the cost of replacement parts.
Rush repairs are $150/hour (half hour minimum) plus the cost of replacement parts.
NOTE: Please allow for at least a five day turn around time.
RETURNING EQUIPMENT FOR REPAIR
If your equipment requires repair, ship or carry the item to our office at:
ATTN: Repair Department
25209 Avenue Tibbitts
Valencia, CA 91355
Telephone: (661) 607-0206
All transportation and shipping costs are the responsibility of the customer.
When sending items for repair please include a note with the following information:
Description of the problem and any information you feel might be relevant (weather conditions, exposure to salt water, dropped from great height, backed over by truck, struck by lightning, etc.)
Best way to contact you in case of questions
Return shipping information
Method of Payment We accept VISA, MasterCard and American Express.
NOTE: Include the wires and/or cables used with the item whenever possible and DO NOT SEND BATTERIES.
Deity Microphones is committed to making unique microphones and products that get the job done. Launched by a TV location sound mixer, Deity Microphone’s roots are planted in knowing what kind of equipment working professionals need in their kit. They have a very strong social media presence. If you post online in groups or with keywords, they can usually find you (however this is NOT a proper way to receive tech support). They instead have a warranty web page and a Facebook Support Group.
WARRANTY INFORMATION FOR PRODUCTS
4yr Standard + 1yr with registration
Video Microphone Series:
2yr Standard + 6 months with registration
1yr Standard + 6 months with registration
Facebook Support Group
To have your K-Tek product serviced, please fill out the form on their website, then print out the document and include it with your shipment.
- Each product you are sending in needs its own Repair form.
- Please include a detailed description of the issue you are experiencing and what you want to have serviced.
- If you have a deadline by which you need the product returned, please include that in the instructions. Sorry, we cannot make guarantees, however, we will try our best to make your deadline.
- For super rush processing, please contact us by email/phone first to make special arrangements.
- All warranty repairs must be accompanied by proof of purchase.
- When shipping Boompoles, please read the special instructions for packing/shipping
- Only ship us products that require servicing (e.g. remove shockmount if the boompole needs service)
FOR U.S. REPAIR, SERVICE & SUPPORT
561 Laser Road NE, Suite 102
Rio Rancho, NM 87124 USA
Busines Hours: Monday-Friday, 8AM to 5PM Mountain Time (GMT-7/GMT-6)
Phone: (800) 821-1121
Fax: (505) 892-6243
FOR CANADA REPAIR, SERVICE & SUPPORT:
720 Spadina Ave , Suite 600
Toronto, Ontario M5S 2T9
Phone: (877) 753-2876
Direct: (416) 596-2202
Fax: (416) 596-6648
19 Hammond Suite 509
Irvine, CA 92618
Quantum5X Systems Inc.
30 Adelaide Street North
London Ontario Canada N6B 3N5
Toll Free: 877-675-6999
Fill Out Form For Support:
Halter Technical LLC
A Los Angeles Company
Halter Technical LLC One-Year Limited Product Warranty
Your Halter Technical product is covered by a one-year limited warranty from the date of purchase.
Should your HT product have a defect in product material or workmanship within the first year of purchase, HT will arrange to have your original product returned to us, and will deliver an identical or comparable replacement to you, free of charge.
Halter Technical does not warrant, and is not responsible for, any IFB or other device made by anyone other than Halter Technical.
To return your product and receive a replacement, please follow these steps:
- Note the product model name (Ex. “Field Monitor”). This name is usually located on the back or underside of the product, either on a sticker or an imprinted graphic.
- Have the original or a copy of the sales receipt.
- Contact Halter Technical. Please see Contact Page for info.
- If the product, or one of its parts, qualifies for replacement or service under the Warranty, HT will send a pre-paid shipping label via email so that the product may be sent to HT at no cost to you. Upon receipt of the product, HT may ship the replacement or contact you with further information regarding repair of the product. Typical turnaround time to address Warranty claims is 10-14 business days, plus shipping, depending on your geographical location and type of damage or Warranty claim.
- For additional protection of the product and secure handling while a product is being returned for any Warranty repair, HT recommends that you use HT shipping label or a traceable, insured delivery service. HT is not responsible for any damage while a product is in transit or for products shipped that are not delivered to the designated Warranty Consumer Service Center.
Global Support Number: 1 (866) 726-3475
Global Customer Care Website: https://kb.sandisk.com
Direct USA Support Line Here: (973) 835-5000
BUSINESS HOURS: Available Monday through Friday, 9AM to 5PM Eastern Time Zone
Support Page: https://wisycomusa.com/support/
You can refer to Wisycom Autorized Distributors to have quick technical Support and information about service and repairs available in your area.
Warranty Information: https://www.rfvenue.com/warranty
North America – USA
Service center for Aaton Cameras and Transvideo equipments
24932 Ave Kearny suite 8, 2nd floor Valencia,
CA. 91355, USA
Office Hours : Monday thru Friday 8:30 am to 5pm
Andree Martin (661) 433-7667
Mike Condon (818) 515-5906
Venture Quest / Kelly Condon (661) 257-7670
Europe – The Netherlands
Service center for Aaton cameras
Nieuwzeelandweg 5B – 10
1045 AL Amsterdam The Netherlands
Contact : Danny Van Deventer
Telephone : +31 (0) 6 55 78 47 65
Europe – Belgium
Service Center for Aaton cameras
Contact : Olivier Tordeurs
Telephone : +32 479 98 23 89
Email : email@example.com
Contact Support Page: https://www.sounddevices.com/contact-support-contact/
Request Repair Form: https://www.sounddevices.com/repair-request-contact/
How can I send my unit for repair?
The first step is to contact our Support Team. They’ll ask questions to gather the information needed to take care of you and your product. Some problems do not require a hardware fix and can be resolved without sending the unit in. Our Support Team will troubleshoot with you to ensure sending in is the right option.
Do not send in repairs without first contacting our Support Team for an RA (Return Authorization). Any unit sent in without an RA can be returned to the sender without inspection or repair.
1 – Go to a Sound Devices reseller near you for them to inspect the unit. The reseller can either do the repair or contact our US or Berlin office to coordinate the repair process. To find a reseller, go to our reseller page and filter by country.
2 – Contact us to work with either our US or Berlin Office or email firstname.lastname@example.org. You will have to fill out the customs documentation, take care of shipping the unit and payment terms.
What is the average turnaround time?
Our average turnaround time is between 5-10 business days of receiving the unit. Intermittent issues may require more time for testing.
What is done during the repair process?
Our service team will do a thorough inspection of the unit, repair any issues found and make sure that your device is working at factory specifications, just like a brand-new one.
All repairs have a non-transferrable 1 year service warranty.
After we setup the repair paperwork we will send you inbound shipping instructions. Customers are responsible for inbound and outbound shipping. For warranty repairs, customers are only responsible for inbound shipping. By default, we ship back FedEx or UPS Ground. Customer can opt for faster return shipping, but are responsible for the additional cost of doing so.
Do you have loaner units?
Yes, we do offer service loaner units for a flat rate cost. Let us know you need one and we’ll do our best to get you one. Loaner units are available on a first come, first served basis.
Should I back up my data before sending my unit in?
Yes! It is the responsibility of the customer to create a backup of any data or configuration information contained on drives or within a unit before sending the product for repair. In some cases it may be necessary to format a drive or change configuration settings on a unit as part of the troubleshooting or repair process. Sound Devices is not responsible for customer data sent in with units for repair. If data has been requested to be off-loaded as part of the repair, Sound Devices may attempt to retrieve it, however, this is not guaranteed. The customer should always assume that formatting media and making configuration changes will be part of the troubleshooting or repair process.
By sending your unit in for repair, you agree that Sound Devices is not responsible for the retention or retrieval of any data or configuration information from the unit or media and that Sound Devices is not liable for the storage of any retrieved data.
Estimate vs pre-approval?
For faster turnaround time, it is recommended to set a pre-approval for the Labor Cost + $100, as most repairs can take place within that amount. This can be helpful for repairs that you know you need done. If the cost of the repair is below your pre-approved amount, you only get charged the actual cost. If the cost goes above the amount you pre-approved, we will reach out to you for confirmation if you would like to proceed.
Another option is “Estimate Required” where we will send you an estimate for the cost of repair before proceeding. This option can be helpful in times where a unit may be damaged beyond economical repair (water or physical damage), though it can take longer as there is downtime while we wait for your response.
What if I do not approve an estimate?
Any denied estimate may be subject to a $150 diagnostic fee.
When am I charged?
You will be charged and we will email you an invoice when service is completed and your unit ships.