Repair FAQ
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.
International Customers:
1 – Go to a Sound Devices reseller near you for them to inspect the unit. The reseller can either do the repair or contact us to coordinate the repair process. To find a reseller, go to our reseller page and filter by country.
2 – Contact us or email [email protected] 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.
Warranty?
All repairs have a non-transferrable 1 year service warranty.
Shipping?
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.