Care Policy - Lab Gruppen
Care Policy - Lab Gruppen
At Music Tribe we genuinely care about our customers and are passionate about providing life changing customer experiences.
We want you to enjoy using our products as much as we enjoy making them. So, when you need our help, we have it covered and you can count on us.
Subject to the "Exceptions" listed below and as updated in Music Tribe, Music Tribe warrants all Products to be free of defects in material and workmanship if used under normal operating conditions for 10 Years from point of original retail purchase by an end-user.
Furthermore, in respect to Lab Gruppen PLM and PLM+ products only: the limited warranty is transferrable in the event of second hand sale, and will be based on what period remains of the original warranty term. The original warranty term will be validated by proof of purchase receipt.
Requests for warranty on products bought outside of territory
For warranty on products bought outside of a user's territory of residence, the end-user will be directed to contact the dealer who actually sold the product. Of course the end-user can always choose to have it repaired by the territory's distributor instead, at their cost.
Are there warranty exceptions?
Apart from the obvious improper use of the product, there are only a few exclusions to the limited warranty that you need to be aware of, including consumables, burnt voice coils and road/flight cases.
The above warranty does not apply to:
- Consumable parts, including but not limited to, fuses, batteries, and cables.
- Drivers and diaphragm assemblies that have burnt voice coils due to over voltage or a surge from a power amplifier.
- Power amplifiers with incorrectly loaded outputs (in terms of "load"/ohms).
- Physical or shipping damage due to improper use of the Products or incorrect installation.
- Cable drum assemblies and road/flight cases, for which there will be a one (1) Year warranty period.
- Products whose factory applied serial number has been defaced, altered or removed.
This Limited Warranty is extended exclusively to the original buyer (customer of Authorized Reseller) and is not transferable to anyone who may subsequently purchase the product. No other person (distributor, dealer, fulfiller, retailer, etc.) shall be entitled to give any warranty promise on behalf of Music Tribe.less
How can I contact you?
In the event that you need to contact us for any reason, our dedicated and friendly teams are ready to assist you.
Click on the below link to raise a support request.
Please review our FAQ’s and Community sections as your question may already be answered!
What is the service policy?
If your products becomes faulty at any time during the warranty period we will try to ensure you are without it for as little time as possibe, and will aim to either repair it or replace it for you within 1 week.... more
Dead On Arrival (''DOA'')
If you find one of our products fails to the point where you can't use it as it's intended within 30 days of purchase then contact our CARE Team for further assistance and advice.
In the unlikely event we can't rectify the problem you are entitled to a free replacement product through the local Distributor/reseller. To qualify for DOA, the product should not show major signs of surface marks, worn decals, scratches, dents or markings. It needs to be returned with all originally supplied components and accessories.
The product needs to be returned in packaging suitable to fully protect it (ideally this would be its original inner and outer packaging), complete with accessories, and end user's proof of purchase should be attached (if not previously supplied).
If one of our products needs to be serviced is under warranty, it can be returned to the point of sale or Music Tribe CARE Centre (Dependent on your location)
You can also Contact our CARE team for further advice if there is a need.
No Fault Found (''NFF'')
In the unusual event that no fault is found when products are sent to us, we will advise you immediately. If after further troubleshooting no fault is verified, you may be charged for any handling charges to get it returned to you.
Out of warranty repair services:
In the instance where a product becomes defective after the expiry of the limited warranty period, CARE offers a chargeable repair service, to include labor, parts, and shipping.
A quotation will be provided before any work is undertaken.
- Repair Guarantee
- All out of warranty repairs undertaken by CARE are guaranteed for ninety (90) calendar days.
- Response Time targets:
- Initial response to faulty product: within 24 hours
- Emergency support response: within 1 hour
- Time of repair: 1 week from receipt of defective unit
- Repair completed: CARE will notify you within 24 hours maximum
How are we doing?
We are committed to providing you with the best possible experience and are always looking for ways to improve or to know what we have done well.
We would love to hear what you think or if you need further help about any aspect of your CARE experience. Please click here to let us know about your experience and how we can better serve your needs.