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We Service What We Sell
Hereís How To Obtain Service Should It Be Needed

Always Email or Call First [Email is faster]
Should you accidentally damage something or canít seem to get it to work, we can usually fix it for a nominal charge. But, before you send anything, please call us first. In many cases, we can fix the issue over the phone and save you the cost and hassle of shipping. If we decide you must send us an item, please follow the steps below. Not following these steps will result in delays or damage.

Obtaining an RMA
If we can't fix your problem or piece of equipment and it needs to come to us for repair, please call or email and request a return-material-authorization (RMA) number. An RMA can be obtained via email or phone. But, you must have an RMA before sending anything to CVP. Items arriving without an RMA will be refused and returned to you unopened. As shown in the label examples below, the RMA can be included in the address or written on the outside of the package.

Preparing Equipment For Return To CVP
You must disconnect and remove all power supplies, batteries (except the T1300 - don't remove the battery), cords, cables, and antennas. Do not send these items unless specifically asked to. They may be lost or cause damage during shipment.

For AirWire decoders, remove all sticky tape and other mounting materials. Disconnect any wires you may have soldered to the board. For Drop-In decoders, make sure the original pigtailed connecting cables are attached and included.

Special Setup When Sending EasyDCC Command Stations
1. Remove the knobs, felt washers and the 4 screws holding the board to the metal face plate. Donít send these. Send only the board. No need to pay to ship 2 pounds of metal back and forth.
2. For older EasyDCC Command Stations with an AAA battery pack, remove the batteries.
3. For newer EasyDCC Command Stations that use coin cells, they can remain in the socket.

Packaging and Shipping
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. NEVER USE PADDED MAILING ENVELOPES.

Enclose a Note and Payment Information
You must enclose a note describing the problem. The person on the phone is not who will be repairing the product. Create a short summary of the problem and enclose it in the box along with the equipment. If you exchanged emails with CVP, include those. The more information we get, the faster the repair. Neglecting to include this information will delay repairs and increase the repair cost. Finally, please include a Visa/Mastercard number to cover the repair charges. We need the number, exp date, the 3 digits on the back of the card and the cardís billing zipcode if different than the return delivery address.

Postal Service Shipment of Parcels To CVP
Postal Service is the most convenient. However, do not request signature service upon delivery. This will delay your shipment. Instead, check the box that says ďdelivery without signature or signature not required.Ē Please use our PO box when sending items for repair via postal service. Use the label format shown below.
CVP Products
RMA ___________ put your number here to insure acceptance of the package
P.O. Box 835772
Richardson, TX 75083-5772

NEW Address! United Parcel or FEDEX Shipment Physical Address [do not use postal service to mail parcels to this address]

CVP Products
RMA ___________ put your number here to insure acceptance of the package
1784 Firman Drive
STE B
Richardson, TX 75081
972-238-9966

Note: local drop-off is not allowed

Note: Please donít call and ask if your package has arrived - use either the Delivery Confirmation service or your tracking number.

Allow 3 to 6 weeks for repair - Expedite Service Available For A Fee
Repairs are done on a first come, first served basis. Please allow 3-6 weeks for the repair and return shipping. If we discover the item is not repairable (usually due to circuit board damage from leaky batteries) we will contact you.

For a $50 fee per item, you may request expedited service. Your item(s) will be put at the front of the waiting line and be serviced within 24 hours of receipt. This fee is in addition to standard repair charges. You may also request guaranteed 1, 2 or 3 day FEDEX return delivery service and the shipping charges will be added to your invoice. Although we anticipate few people will ever need or want this service, it is available for those special occasions.

Unclaimed Equipment Returned For Repair
On occasion, we receive equipment for repair (typically used equipment not purchased directly from CVP) that does not have an RMA. In most cases, it doesn't have payment information. In a few cases, there is no return address or other contact information. If possible, we will attempt to contact you to obtain the missing information before any repair takes place. However, if we can't contact you, or we don't hear from you within 120 days, the equipment will be declared "abandoned and unclaimed." Abandoned and unclaimed equipment is subject to parts salvage or it may be discarded. Always follow the return procedure to prevent this from happening. Make sure to print legibly when providing contact information. CVP is not liable for any equipment that is unclaimed after 120 days.

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P.O. Box 835772 · Richardson, TX 75083-5772
Phone: 972.238.9966
email: info@cvpusa.com · www.cvpusa.com