Sound & Music offer end user support in a variety of ways.
We look forward to attending to all your service issues promptly and efficiently.
In order to ensure our service is of the highest quality, please adhere
to the
following return policy outlined below.
First Port of call
You should always refer your initial technical support enquiry to the dealer
you purchased the product from. All our authorized dealers are experienced
professionals and will more than likely offer you excellent advise to help
you with your problem.
Telephone Support
If users of products distributed by Sound & Music are referred by the local dealer
to us for issues that cannot be resolved, one of our technical support staff
will be glad to help assist in solving your problem under the following conditions:
| • |
All product must be purchased from one of authorized
dealers and originally provided by Sound & Music |
| • |
All telephone calls for customer support must be incoming at the
cost of the caller requesting support |
| • |
Product support is for the product in question only.
Other peripherals or third party product support is the responsibility
of the manufacturer
or distributor of the product. |
| • |
Our technical support staff will provide all necessary
support for physical installation and configuration to get you up
and running,
however tutorial information is not provided. If you need lessons,
please contact your local dealer whom may be able to provide you
details of a local school or trainer. |
Warranty Claims & Returns
All claims for warranty, service or credit must be authorised by ‘Sound & Music’ prior
to return. Authorization must be obtained by telephone whereby an “RA#” (Return
Authorization Number) will be generated for record keeping and tracking purposes.
All goods returned must be clearly labeled with the RA#” associated
with the returned goods.
Software is non returnable once the seal on the packaging has been broken or
the product registered.
Note: Goods will not be accepted by ‘Sound & Music’ if there
is no “RA#” attached.
Freight charges for product returns are the responsibility of the returning
party.
Step By Step:
1/ Call ‘Sound & Music’ to obtain an authorization number
to accompany your return/credit or serviceable product.
Please make sure you have all the details ready at your disposal in regard
to the reason for return.
2/ Please pack your unit in original packaging with all original components
(Power supply, manual, midi leads etc). Ensure original packaging is also wrapped
in additional double packing (bubble wrap or additional cardboard etc) as to
not damage the original packaging.
3/ Mark goods "Attention Service Department" with the “RA#” clearly
visible on the external packaging and address label. Please click here for
our address details.
4/ Include paperwork describing fault, “RA#”, contact telephone
and return address details.
5/ We advise you return goods with a reputable courier company or Australia
Post "Registered Mail" as you will be provided options to insure
your goods during transit. It will also mean that you can request receipt of
delivery
at our end. This covers you incase of damage and/or loss during transit. ‘Sound & Music’ will
not be held accountable for lost or damaged goods in transit.
Note: In the coming
months ‘Sound & Music’ will be offering
an online automated ticketing system for return authorizations. Please check
our web site for future updates.
|
