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Factory Service
Updated: July 19, 2007
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We strongly recommend that you follow these instructions to ensure prompt
and efficient service for your Simaudio MOON component in the event that it
requires factory servicing.
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Contact your authorized dealer to troubleshoot the problem with them first.
In the event that the unit is determined defective by the dealer, you or the
dealer must then contact us.
- Contact the Simaudio factory in one of the following ways:
Initially, we will attempt to troubleshoot the problem you're
experiencing. It is in everyone's best interests to resolve the
problem as quickly as possible and avoid, if at all possible,
the need to ship the unit to our factory for an in-house repair.
Note: All inquiries regarding a specific unit must include
the serial number before we answer you.
In the event that your unit has to be shipped back to the factory,
we will need the following information from you:
- Product model and serial number
- Your name
- Your telephone number
- Your email address
- Your shipping address
You must write this information on a sheet of paper along with a brief
description of the problem(s) and include it with your shipment.
You will be issued a Return Authorization Number (RA#).
This RA# must be clearly written on the outside of your shipping box.
Any Simaudio product arriving at our warehouse without an RA# written on
the box will be refused and promptly shipped back to you at your own expense.
You will need to provide a clean photocopy of the retail "bill of sale".
A warranty claim will not be honored without a clean photocopy of the original bill of sale.
Once it's determined that your unit requires factory service, re-pack
your unit in its original box and remember to include the aforementioned
information sheet.
If you do not have the original box and internal packaging, we strongly
recommend that you contact us to purchase a box/packaging for your unit.
Our custom designed packaging minimizes the chances of freight damage. Any
unit that isn't properly packaged when arriving at our factory will, at our
discretion, be repacked in new original packaging at your expense. This is
for your benefit and strictly to avoid any potential damage during shipping.
- Your unit must be shipped to the following address:
Simaudio Ltd.
World Warehouse & Distribution
2002 Ridge Road
Champlain, NY
12919 USA
In the event that you're not located in the USA,
please contact us for shipping instructions.
- Simaudio pays for the return shipping of warranty repairs
(North America ONLY), however you are responsible for shipping
the unit to us:
Any unit that arrives freight collect, even with an
RA# clearly marked on the box, will be refused.
For non-warranty repairs, you are responsible for all shipping charges,
to and from our factory.
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