Meyer Sound Service Policies
Service Policies, Information, and Instructions
The Service Departments at Meyer Sound provide assistance to Meyer Sound customers who require repairs or upgrades to their units. Our highly trained technicians and driver evaluation team strive to assure the highest level of product quality, maximize consistency and reliability of products in the field, and ensure user satisfaction and success.
Meyer Sound designs and manufactures products to the highest standards to meet exacting performance requirements. If you encounter a problem operating your system, please contact Meyer Sound Technical Support.
Caution
Any repair made to your Meyer Sound product by someone other than an authorized Meyer Sound technician or using unauthorized replacement parts will void your warranty and potentially compromise the safety of your Meyer Sound equipment.
If the troubleshooting process indicates that the unit must be returned, please follow the instructions in the section titled Obtaining Return Authorization.
PN: 17.902.001.04 B 2601 |
Obtaining return authorization
If a Meyer Sound product must be returned, please contact the nearest service department (see Contact Information in the adjacent column) to obtain a Return Authorization number (RA).
Have the following information available:
Product model
Serial number
Part description, or part number if modular
Detailed problem description, including ways to duplicate the failure, conditions under which the unit failed and any intermittent performance issues
Company name and contact person with address, phone number, and email address
Shipping for repair
When you have the RA number and shipping address, please follow these instructions:
If possible, pack the returning-for-service items in the original shipping container. If the original packaging is not available, pack items carefully in 2-ply cardboard boxes with bubble wrap and over-pack. Pack products as if you expect them to be mishandled.
Note
Do not use Styrofoam packing peanuts as packing material.
Meyer Sound cannot be held responsible for any damage incurred in shipping. Meyer Sound suggests obtaining shipping insurance.
Include paperwork with the above information (model, serial number, part description, etc.) inside each package.
Do not include power cords, cables, grilles, grille foam or the product’s operating instructions unless specifically requested to do so. Meyer Sound does not need these items in order to perform repairs.
Write the RA number on the outside of your packages.
Please ship freight pre-paid.
Contact information
United States Service Department
+1 510 486.1166
Europe Service Department
+49 2602 999 08.0
Sales, Technical Support, Digital Products Support, and Design Services
Product repair
High and low frequency drivers
If you have a problem with a high frequency or low frequency driver, contact the service department; please have the model and serial number available. If the driver is within the warranty period, Meyer Sound will assign a Return Authorization number (RA), so that you can return the driver to the factory for evaluation within the stated warranty period. If Meyer Sound discovers that the driver has failed under warranty conditions, we will replace the driver at no charge to the customer.
If the driver is out of the warranty period, a new driver must be purchased. No return necessary.
If Meyer Sound discovers that the driver has failed due to circumstances other than a manufacturing defect, then a replacement driver must be purchased.
This policy is subject to change.
Electronic repairs and module replacements
If you have a problem with an electronic product or electronics module, please contact the service department for a Return Authorization number (RA) in order to return the unit for evaluation, repair or replacement. Please have the model, serial number and a detailed description of the problem available.
SIM and GALAXY products
If you have a problem with a SIM II, SIM3, or GALAXY product, please contact the service department for a Return Authorization number (RA) in order to return the unit for evaluation and repair. Please have the serial number and a detailed description of the problem available.
CAL, D-Mitri, and NADIA products
If you have a problem with a CAL, D-Mitri, or NADIA product, please contact the Service department directl;, they will advise. Please have the serial number and detailed description of the problem available.
HD-1 studio monitors
If you have a problem with an HD-1 monitor, please contact the service department at Meyer Sound Europe or Meyer Sound Berkeley for a Return Authorization number (RA) in order to have the HD-1 monitor(s) returned for repair. Please note, only the service centers in Berkeley and Germany service HD-1 monitors.
The HD-1 monitor is a high definition studio monitor. We do not sell any parts for this product. After repair and/or driver replacement, the monitor must be recalibrated to a reference trace in an anechoic chamber.
Note
HD-1 monitors are not calibrated in pairs. They are calibrated to a reference. Any HD-1 monitor calibrated to the reference can be used with any other reference-calibrated HD-1 monitor with seamless representation.
Rigging
Warning
WARNING: DAMAGED OR DEFECTIVE COMPONENTS OF A RIGGING SYSTEM RAISE SAFETY CONCERNS AND SHOULD BE PROMPTLY ATTENDED TO.
If you detect an issue with any component of the rigging system supplied with or for your Meyer Sound loudspeakers, please contact Meyer Sound’s service department for instructions. If the repair involves the replacement of a part, such as a locking pin, easily replaced in the field, Meyer Sound may ship the part to you with installation instructions. It is important that you read and carefully follow the instructions provided.
ONLY PERSONS EXPERIENCED IN THE USE OF RIGGING SYSTEMS AND WHO ARE FAMILIAR WITH MEYER SOUND RIGGING MANUALS SHOULD ATTEMPT TO INSTALL REPLACEMENT PARTS FOR A MEYER SOUND RIGGING SYSTEM.
Product abandonment
Any item not claimed within ninety (90) days after notification from Meyer Sound that the item has been serviced and is ready for pick-up will be treated as abandoned property and may be disposed of in accordance with applicable law.
Meyer Sound Product Warranty
For the full text of the Meyer Sound Product Warranty, see Meyer Sound Product Warranty.