Repair FAQ
Below is a list of questions that are frequently answered by our staff at Pro Sound. Click on the question below (or scroll down) to see the answers.
General Questions
1) How long does it take to service an amplifier, keyboard, mixer, speaker, DJ mixing and lighting equipment or any other type of unit?
2) How much does it cost to repair an amplifier, keyboard, mixer, speaker, DJ mixing and lighting equipment or any other type of unit?
3) I'm in a hurry to get my unit serviced, can I rush the order?
4) Is my unit under warranty? Do I need a Bill of Sale?
5) Are there charges associated with warranty repairs?
6) What do you consider "Physical Damage"?
7) Where are you located?
8) Can I ship my unit to you for repair?
9) Do you make house calls?
10) Do you charge a storage fee if I don't pick up my serviced unit in 30 days after completion?
Rates, Estimate and Billing Questions
11) My unit is under warranty and you charged me, why?
12) Why do you require a $45 non-refundable deposit for non-warranty units?
13) Do you still charge if you can't find a problem with the unit?
14) Will you call me with an estimate before you start to work on my unit?
15) Can I send or write a personal check to cover the deposit?
Parts and Backorders
16) If my unit needs new parts, how long will it take to service?
17) I asked for a rush, but parts have been back ordered, am I still charged the rush fee?
Shipping and Delivery Questions
18) Should I send my unit in to your address, or call and get a claim number first?
19) Should I ship with a specific carrier?
20) Do you have pickup service in the metro NYC area?
21) Do you make house calls for home organs or church systems?
22) Once service is completed, can you ship the unit back to me COD?
Service Status
23) How can I check on the status of my unit service?
24) I brought my unit to a musical instrument dealer (Long & McQuade, Tom Lee, etc...) who sent it to you. Can I check on the service status with you?
1) How long does it take to service an amplifier, keyboard, mixer, speaker, DJ mixing and lighting equipment or any other type of unit?
ADR Technical requires 3-5 business days to evaluate your unit for repair on the workbench. Once evaluated, if the unit does not require parts to be ordered, it may be completed on the workbench in 1-2 business days.
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2) How much does it cost to repair an amplifier, keyboard, mixer, speaker, DJ mixing and lighting equipment or any other type of unit?
ADR Technical Services in-shop charges vary depending on the nature of the repair. Analog $75.00 per hour RF (Wireless) $95.00 per hour or Digital $95.00 per hour of service time, plus the cost of any parts required. A non-refundable $45 bench fee is required for work on all non-warranty units. Then this fee is deducted from the final balance due when repair is complete or charged if you decide not to proceed.
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3) I'm in a hurry to get my unit serviced, can I rush the order?
Yes, a RUSH order pushes your unit to the front of the workbench queue by the next business day. A RUSH order is time and half of the hourly rate of workbench time. If parts need to be ordered, they may be shipped overnight at customer's expense if the manufacturer has the part in stock.
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4) Is my unit under warranty? Do I need a Bill of Sale?
Warranties are different for each manufacturer. Refer to your owner's manual to confirm the terms of your warranty with the manufacturer. For warranty service, you will ALWAYS need a Bill of Sale to confirm the date of purchase. Also, feel free to call us directly with warranty questions, we may be able to save you some leg work.
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5) Are there charges associated with warranty repairs?
No, there are no charges for warranty repairs, HOWEVER, if there is damage that is not covered under warranty, such as physical damage to the unit, that will be charged directly to the customer independent of the warranty coverage. Check the terms of your warranty to confirm coverage. Some manufacturers carry variable warranty coverage. As an example, a manufacturer may cover labor for only one year, but will replace parts for two years.
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6) What do you consider "Physical Damage"?
Physical damage is defined as sustained damage to any part of the unit from dropping, or impact related problems (non-electrical). We can still repair the unit, but please be advised that a unit's warranty may be voided from physical damage requiring the customer to be charged for repair at normal rates. Some examples of physical damage areâ?? a unit's power input damaged from somebody tripping over attached cables (AC, output, etc.); damaged keyboard keys; blown speakers from excessive power, etc.
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7) Where are you located?
Our facility is located in Langley, British Columbia Canada. Conveniently 30-45 minutes west of Vancouver, we are very close to the Willowbrook Mall & the Langley Bypass. For directions, please see our corresponding "Directions" area.
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8) Can I ship my unit to you for repair?
Absolutely! We welcome units of all sizes shipped from all over the world. For explicit shipping instructions, please see our corresponding "Shipping Information" area.
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9) Do you make house calls?
We do have an "On Site Service" that is outlined on our "service" and "repair info" pages.
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10) Do you charge a storage fee if I don't pick up my serviced unit in 30 days after service completion?
Yes. A storage fee will be charged for all completed units left over 30 days. Additionally, ADR Techincal Services is not responsible for items left over 60 days including loss by fire or theft and will be sold after that time to recover repair costs.
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11) My unit is under warranty and you charged me, why?
We follow the manufacturer's warranty terms to the letter. Unfortunately, there are certain situations where in order to service a unit, there are both warranty and non-warranty repairs necessary. Physical damage is NEVER covered under manufacturer warranty. If your unit had sustained physical damage in addition to regular warranty covered damage (such as physically broken keyboard keys, or blown speakers from excessive power usage, etc.) we will charge the customer for those non-warranty covered repairs. Also, most manufacturers do not reimburse for "No Fault Found" repair. We will make every attempt to verify and repair reported damage, but if the unit's problem is not able to be replicated and there is "No Fault Found" with the unit, we will charge a minimum bench fee of $45. Feel free to call and ask questions specific to your warranty terms. We're happy to explain all terms before you send your unit in for repair.
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12) Why do you require a $45 bench fee for non-warranty units?
A $45 bench fee (which is deducted from final balance) is required to cover the bench fee for evaluating the unit for any necessary repair. The only way to establish the cause of the unit's damage is to place the unit on the workbench, open and test. This process takes valuable technician time and we would feel uncomfortable giving anything less than our undivided attention to the unit. Therefore, to cover the cost of our technicians, we charge a "bench fee" up front to cover the technician's time spent. This fee is then later rolled into the final balance of your service costs.
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13) Do you still charge if you can't find a problem with the unit?
We will make every effort to replicate and verify the stated problem with the unit, including calling the customer to verify failure conditions. Some warranty terms cover "No Fault Found" but if your warranty does not cover "No Fault Found", we will charge a bench fee of $45.
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14) Will you call me with an estimate before you start to repair my unit?
For warranty items, we will only call the customer if a necessary part has been back ordered from the manufacturer, or if the unit has damage that is not covered by the warranty terms. For non-warranty repairs, estimates will be given if REQUESTED when dropping-off or shipping in the unit to our facility, but a $45 bench fee will be charged to evaluate the damage. Please indicate your desire to have an estimate when dropping off the unit, or on the packing list when you ship the unit to us. Please call if you have any questions or a special situation requiring clarification.
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15) Can I send or write a personal check to cover the deposit?
Sorry, personal checks are not accepted. Money orders, bank checks, credit cards (Visa/Master Card) and cash are the only accepted methods of payment for deposits or balances.
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16) If my unit needs new parts, how long will it take to service?
ADR Techincal Services requires 3-5 business days to evaluate your unit for repair on the workbench. Once evaluated, if the unit requires parts to be ordered, completion of the repair is dependent upon the manufacturer's shipping of the new part. If the manufacturer has the part in stock, the unit will be serviced as soon as the part arrives.
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17) I asked for a RUSH, but parts have been back ordered, am I still charged the rush fee?
RUSH status places your unit on the workbench for evaluation within a 24-hour period from when it arrives at our facility. If it is necessary to order parts from the manufacturer, there is no charge associated while waiting for parts. Also, repairs that require more than 2 hours of bench time are taken off of RUSH status.
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18) Should I send my unit in to your address, or call and get a claim number first?
Please see our "Shipping Information" area for instructions on how to ship your unit to us for optimum processing. There is no need to call us first, provided you supply us with the required information for processing your order, but feel free to call with questions specifically about your situation. There is a "Online repair workorder" that you can fill out and email to us before shipping which is recommended so we are prepared once your repair comes in our receiving door.
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19) Should I ship with a specific carrier?
Your choice of carrier is entirely up to you. We can receive packages from all major carriers. Please see our "Shipping Information" area for instructions on how to ship your unit to us for optimum processing.
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20) Do you have pickup service in the metro Vancouver and Fraser Valley areas?
Unfortunely, not at this time. If you want to bring in your repair to our shop GREAT! If not, shipping via courier is your other option.
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21) Do you make onsite calls?
Yes we do!! We service many scenarios from clubs, schools, theatre, church, studios, cruise ships, restaurants, businesses, offices or your home, we can provide a onsite technician to help you with your repairs or onsite issues. Of course the corresponding fees will apply.
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22) Once service is completed, can you ship the unit back to me COD?
Yes, we can ship your unit back to you through a COD carrier of your choice provided the unit came to our facility with necessary packing materials (original box, foam, etc.).
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23) How can I check on the status of my unit service?
Feel free to call our facility for information regarding the status of your repairs or if emailing is easier for you just email service@prosoundcanada.com. Please have your order number, or phone number ready so our representatives can easily locate your service information.
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24) I brought my unit to a local musical instrument retailer who sent it to you. Can I check on the service status with you?
Yes, you can always call for status updates. In most cases, the retailer will have their own customer number for your service order. Please have that number ready for our service representatives to more easily assist your call.
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