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We Service What We Sell
Here’s How To Obtain Service Should It Be Needed |
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Accidents happen and we understand that. We offer first class technical support from knowledgeable people who actually use the product on their own layouts. Should you accidentally damage something, we can usually fix it for a nominal charge. Of course, we can’t determine if it can be repaired until we see it. If you think an item needs our repair services, please call or email first to describe your problem. Tell Us What Happened Be honest with yourself and with us. Think back to what you were doing just before you encountered the problem. Did you add something new? What was the last thing you changed? Be very specific about the symptoms. Don’t waste a lot of time telling us what you think is the problem - instead, concentrate on the sequence of events leading up to the problem. Is the failure repeatable? If so, what are the steps that you take to create the failure. Take careful notes. Once you have concluded this step, send us an email with the information. If you wish to call, make sure the equipment is nearby. Based on what you tell us, there are a couple of options. In many cases, a diagnosis can be done via email or over the phone. In some cases, we can show you how to fix the problem yourself, and without sending anything to us. If there has been a hardware failure, then you will need to return the equipment to us for further checking and repair. For that, you will first need an RMA. Failures Caused By Abuse If CVP determines, while inspecting your product, that repairs are needed due to the failure of parts that are neither supplied by CVP nor CVP branded or are needed due to damage caused by abuse, misuse or misapplication, we reserve the right to perform repairs or to return the product to you without repairing it. You are responsible for return shipping charges. Failures Caused By Battery Leakage Battery leakage will destroy the circuit board. Damage caused by leaky batteries can seldom be repaired and is not covered by any CVP warranty. If repair is possible, the throttle may work OK for a while. But it is not uncommon for the throttle to eventually experience intermittent operation. Once this begins, this problem cannot be repaired. Your only option is to purchase a replacement throttle. Obtaining an RMA If we can’t fix your problem or piece of equipment via email or over the phone, we will issue a return-material-authorization (RMA). Be sure to obtain this before sending anything to CVP. An RMA can be issued via phone or via email. Packages received without an RMA will encounter lengthy delays or may be refused. Preparing Equipment For Return To CVP Before sending equipment, remove all batteries, cords, cables, and antennas. Do not send these items to us as they have a bad habit of either causing damage while in transit or getting lost while at the repair station. For older EasyDCC Command Stations with AAA batteries, these may remain but be sure to tape then down. These have a bad habit of popping out of the holder in transit. For newer EasyDCC Command Stations that use coin cells, they can remain in the socket. For all wireless throttles, remove all batteries. Also remove and keep the antenna. Wrap the items in bubble wrap packaging or other suitable cushioning material. Pack in a sturdy box that will withstand the round trip. The US Postal Service offers free boxes for packaging and a flat rate. Enclose a copy of emails you may have that describe the problem. If all contact was by phone, create a short summary of the problem and enclose it in the box along with the equipment. The person who actually repairs the equipment will not have any knowledge of prior phone calls or emails. Neglecting to include this information will delay repairs and increase the repair cost. Make sure the RMA is included in your correspondence. Finally, please include a Visa/Mastercard number to cover the repair charges. DO NOT INCLUDE ORDERS OR OTHER CORRESPONDENCE WITH REPAIRS. Mailing Parcels To CVP You may use US Postal Service, UPS or FEDEX to send parcels to our street address. Please use our PO box for all other correspondence. CVP Products RMA ___________ put your number here to insure acceptance of the package 1475 Richardson Dr, Ste. 265 Richardson, TX 75080-4659 972-238-9966 Note: local drop-off is not allowed We recommend you obtain the appropriate insurance coverage. If using US Postal Service, you can obtain Delivery Confirmation for a small fee. For UPS or FEDEX, a tracking number is automatically generated and you can determine your package’s location. Please don’t call and ask if your package has arrived - use either the Delivery Confirmation service or your tracking number. Repair Time This is difficult to pin down the repair time since it depends on many factors. We conservatively estimate about 4 weeks. However this time can be significantly shorter or somewhat longer. Use Of Reconditioned Repair Parts CVP may use new components, reconditioned or a mix of both for some repairs. Damaged parts removed during repair will not be returned. Repair Terms and Conditions - Original Owner If beyond the product's warranty period, CVP will charge a reasonable fee to repair your CVP equipment as long a components are available. CVP will perform repairs with proof of eligibility for such repairs. You are responsible for shipping costs, both ways. Payment arrangements must be made in advance. Including a Visa/Mastercard insures minimum delays. Sometimes the cost to repair a device is almost as much as purchasing a new one. Before spending money on the repair, consider upgrading and obtain a brand new unit with a brand new warranty. This is especially true with handheld equipment that sees lots of use. Carefully consider the incremental cost to simply purchase a new unit compared to the cost to repair an older unit. Repair Terms and Conditions - Used Equipment, and/or Not Original Owner We strongly recommend not purchasing used equipment. Should the used equipment require servicing, there is a flat charge of $35 per device for repair evaluation, whether the device is repaired or not. Additional charges for labor and parts will be added to the evaluation charge should you elect to proceed with repairs. The evaluation fee must be paid before evaluation begins. If you decide to have the equipment repaired, payment is due upon approval of repair charges. If you elect not to have the equipment repaired, it will be returned to you. You are responsible for return shipping charges. Don’t buy used wireless throttles. In many cases, these throttles have been damaged beyond repair because of leaking batteries. Throttles damaged by leakage are usually not repairable. Save your money and purchase only new items. Obsolete and Discontinued Equipment In some cases, your product can not be repaired because components are obsolete and can not be obtained. We maintain a list of discontinued and obsolete products on this website. Click on the link to view the list. If your defective equipment is on this list, there are no guarantees that it can be repaired and you will be billed our minimum shop labor charge of $35 for the repair assessment and evaluation, even if the item is deemed not repairable. |
Phone: 972.238.9966 · Fax: 972.516.9527 email: cvpusa@sbcglobal.net · www.cvpusa.com |