Our warranty service in USA
DOGE WARRANTY SECTION FOR USA
Please don’t be frightened that this section is here because there is a big chance you face a warranty issue. On the contrary, our warranty rate is extremely low. However because we are located in China, and that might make you anxious to source from China, so we wanted you to feel secure that we offer a real warranty service similar as a local purchase you would do in U.S and let you know in advance what service we offer exactly in the very unlucky case you would face a warranty issue.
We used to have authorized centers in USA, but 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 USA, 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.
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 times within 48h.
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 a video 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.
> If it happens your product needs more serious maintenance, then you will have to send it for repair to a repair shop in your city or in a city close to yours.
> 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. We will repair most products within 5 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 8 weeks. If this would happen, we would send you an Amazon voucher as apologies.
Who will pay the shipment cost to our maintenance center if you don’t have any in your city?
> We always privilige the proximity, so shipping the amp to another place to repair but could damage the amp in the shipment is not the good solution as our products are heavy.
> If we can find ourself by Google or Google maps a repair shop in your city you can refuse to use it, otherwise all shipping cost to another shop would be at your charge.
> 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 our maintenance center and we will refund you the cost from the shipper invoice on your Paypal account (a scan of the invoice will be requested). 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 our 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 at Arrival)
Despite we have 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 have 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 would take in charge all shipping fees to a repair shop if there is not in your city station and offer you a small financial compensation to compensate gasoline and time, generally an Amazon voucher (we think gifts are more friendly than cash).
If it happened we wouldn’t be able to have your unit sent back to you in working condition within 3 weeks, we would proceed to product exchange.
What is your best security about our warranty service?
Because the bad service immediately spread through internet and its forums, we would be foolish not to offer a good warranty service. Our company already exist since 13 years and we have absolutely long term vision and not short term profit strategy. We are only too aware that the 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 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.