Doge Warranty Service
Please don’t be frightened that this section is a bit long because there is a big chance you face a warranty issue. On the contrary, our warranty rate is extremely low. However, since our factory is located in South East Asia, some of you may be anxious about our warranty service after you have purchased one of our products. So we want in this section to be detailed and transparent to make you feel relieved about the warranty.
First of all be assured that all the Hifi equipment you buy from us is warranted and feel safe that the warranty will be serviced in the country you live* in and for sure not in China for the most important part of your unit, all the electronics, and the transformers.
* Due to the very high labor cost in Switzerland, we might ask to do the service in France.
Only the warranty for vacuum tubes is serviced in China.
How long last our warranty ?
All of our products will have a 1-year full warranty (including parts and labor) on all problems concerning electronics, and a 3-months limited warranty on the vacuum tubes.
> The warranty doesn’t cover labor on vacuum tubes as we consider by owning a tube amplifier, our customer should have (or learn) knowledge to change a vacuum tube, which is not much different than changing a lamp on your ceiling. Owning a tube amplifier is a marvelous experience and the only counterpart of this gorgeous sound is that sooner or later some tubes will have to be exchanged.
Why our warranty is shorter on vacuum tubes ?
The very simple reason the warranty on tubes is shorter is that tubes have a life span given in hours, and it is impossible for us to know if the amplifier has been used 1 hour per day or 24 hours per day, in particular for professional use. So, a customer who would use his product 24h a day could have reached the life span already after 6 months. Most of the manufacturers do the same practice, including famous ones like Audio Research.
Is a vacuum tubes warranty in China a real warranty?
As mentioned above, the warranty on tubes is served in China. As we want to be very transparent on this, we have to say the reply is “not really” as most of you won’t have the energy to pack and send back the defective tubes. Furthermore, onward and return shipping costs are at your charge.
As an alternative solution, we have created the Doge Safety Pack, which offers the possibility for a small cost to get one extra tube of each type used on the product you buy.
So, and we hope you will appreciate this, we want to be very transparent about this point. Repairing the amp will be done in your country for sure, but not the defect tube exchange that is done in China.
Where are located our service centers and what are our warranty terms?
We used to have authorized centers, but regarding our 8 years or experience, shipping is not a simple journey, so we now prefer to deal with a local repair station near your home as we can give them all support required to repair our products and the very few issues we had in the past, were easily solved by tech repairing our amps for the first time. Tube amp and preamp are simple technologies born in 50’s and are not so difficult to repair.
The terms are detailed below.
What to do in the event your purchased item develops any problem?
First, send us an email and describe the problem.
> We will diagnose your problem and then contact you with its likely solution most of the time within the same day except weekends and 99% of the times within 48 hours.
90% of the troubles that occur with tube amplifiers usually have to do with a tube default. Many troubles are minor ones that can be solved with a few easy tips to follow. Email is our first choice of communication because of accent issues, however, for more complex explanations, a Skype video conference can be done as an alternative solution.
Our warranty terms make it a mandatory condition that the customer send at very least photos but in most cases videos from his phone or higher quality video device to show the problems.
Our warranty terms make it a mandatory condition that the customers describe precisely all other devices used with our products to help us to understand a possible unmatching problem. We use to have emails “the amp doesn’t work”. We can’t diagnose like this and even you face an issue you might feel frustrated to have many questions, we really have to do it. So most of the time you will expect a reply like “do this”, but most of the time it will be “could precise what exactly happened when…”. This is the only inconvenience of remote support. We absolutely need to diagnose as most of issues are fixed without going into a repair shop.
> If it happens your product needs more serious maintenance, then you will have to bring it for repair into a repair shop in your city or in a city close to yours if you leave in a remote area. If you don’t know any, we are used with Google map built-in yellow page feature to find some.
We are in China, so we want to make a warning that our repair time might be slightly longer than if you had to deal with a local Hifi shop and we ask your kind understanding for this. It is extremely rare our customer face an issue, but if you are among the 2% who face an issue during the warranty time, please be prepared it won’t be a super fast service like in the corner shop.
We will fix most issues products within 6 weeks, excluding shipping time. If we need to send some spare parts from our factory to our maintenance center, which might rarely occur, the turnaround time might occasionally be up to 10 weeks.
Who will pay the shipment cost to our maintenance center if there is not have any repair shop in your city?
> We always privilege the proximity, so shipping the amp to another place to repair but could damage the amp in the shipment is not a good solution as our products are heavy.
> If the case you live in a remote area and you have to ship it (we consider as “remote area”, over 1-hour drive from a repair shop), and if the problem occurs during the first week after receipt of the item, us, the seller, will pay the shipment cost, you will have just to organize the shipment to the repair shop and we will refund you the cost (based on the shipper invoice scan or photo and on a ground freight basis) on your Paypal account or on your bank account (you will need to give us your bank information). The return will be free of charge.
> Unless the problem occurs during the first week after receipt of the item, you, the purchaser, will have to pay the shipping to a service center, and we will pay the return shipping.
> If you have any other questions about our warranty prior to your purchase, feel free to send us an email at firstname.lastname@example.org
What happens in the case of DOA? (Dead On Arrival)
Despite we having incredible packing, despite we use the best carriers, the 0% damage doesn’t exist. Until now, the only problem of DOA we face was due to parcels having shaken too much during shipment and tube filaments dead. We have had such issues only once per year so far. To face this, we encourage you to choose the “Safety Pack” option for the tube at purchase.
So in the case for any reason, it occurs your product is dead after unpacking or dead in the 24 hours after the receipt date of carrier tracking data (as sometimes you don’t have time to open immediately), we can’t exchange the product and we would offer you a little financial compensation for the inconvenience.
If it happened we wouldn’t be able to have your unit sent back to you in working condition within 6 weeks, we would proceed to product exchange.
What is your best security about our warranty service?
Because the bad service immediately spread through the internet and its forums, we would be foolish not to offer a good warranty service. Our company exists already since 15 years and we have an absolutely long-term vision and not a short-term profit strategy. We are only too aware that customer service is the key point for a long-term vision and this includes of course the maintenance issue at first.
In addition, you can’t have a more knowledgeable warranty service than we will provide, since our factory is the producer of each piece of equipment you purchase from us. We know our products inside and out, and maintain our inventory of all the spare parts you might need.