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Repair Process

ACKNOWLEDGMENT OF RECEIPT

If you are shipping in a Non-Warranty product, we will notify you by e-mail or postcard when your product arrives. We will also provide you with the specific Claim Number that we have assigned to your repair. Please have that number handy if you call us regarding the repair. It is also advisable to record the serial number of your product before shipping the unit to us.

We are not able to respond to periodic status checks on your unit by e-mail. Status checks can be made by calling the following number:

Audio Video Service Labs: 757-340-7143
Kenwood Service Center, East: 757-340-1702

ORDERING REPLACEMENT PARTS

As a regional repair facility, we stock common failure parts. Therefore most units that don't require estimates can be repaired on the day the repair process begins. If your unit requires a non-stocking part which must be ordered, the processing time can be extended from one day to several weeks, depending on the manufacturer involved. We do not notify you when we order parts. In rare instances, the manufacturer may be out of stock on a certain part. This is called a "back-ordered part" situation. The manufacturer must then obtain stock from their supplier, before shipping to us. If we are informed of such a situation by the manufacturer, we will send you a post card notifying you of the same. If the manufacturer has given us an estimated time of arrival (ETA), we will also inform you of that date. Please be advised that we regret any inconvenience you experience due to back ordered parts, but we can do absolutely nothing to speed up the process.

RETURNING THE PRODUCT TO YOU

If you include your e-mail address in the letter you send with your unit, our UPS computer will send you the tracking number on the evening the product ships. You may then track your packages' progress via the UPS website. UPS will make 3 attempts to deliver the product. After that time the product is returned to us. All refused / returned shipments will include an additional shipping charge. Refused / returned COD shipments will require advance payment in the form of a money order before return.

DECLINED ESTIMATES

Declined estimates are returned to you for the minimum diagnostic fee and return shipping/handling. We will not keep your unit in lieu of the diagnostic fee. If you wish us to dispose of your unrepaired unit, we will do so with your signed permission and payment of the diagnostic fee in the form of a money order.

NON ECONOMICAL REPAIRS

In rare instances there are items which, once manufacturer's warranty has expired, you can spend more money to repair than replace. Some examples of these are the less expensive handheld CD, handheld cassette, and family radio's. Those units are returned to you for the minimum diagnostic fee and return shipping/handling. We do not call you before returning the product. We do not keep the unit in lieu of the diagnostic fee.

LIQUID / PHYSICAL DAMAGE

Liquid damage is progressive and not reversible. Reliable repairs cannot be made when liquid damage is involved. Physical damage, sometimes undetectable to the outside case, can render internal circuit boards unrepairable. Liquid and physically damaged units that are not repairable are returned to you for the minimum diagnostic fee and return shipping/handling. We do not call you before returning the product. We do not keep the unit in lieu of the diagnostic fee.