Technical Support on Broadcast Products. For all broadcast
technical questions, when you email, please be sure to include the model
number of the product on the subject line.
Repair inquiries and RMA CHECKLIST
Inquiries regarding repairs should be emailed to our repair
department
to determine if an actual hardware repair is required and to issue a Return
Material Authorization (RMA) if appropriate. You will receive a response in 1 to 2 business
days. Please include in the email:
Important: If we correspond several times about the same unit, please
keep the relevant sections of each email in subsequent ones so that all the
above requested information is in the final RMA request. We will issue an RMA as appropriate; the RMA number must accompany any
product returned. RMA numbers are only issued by Eventide Customer Support. To obtain an
authorized RMA number, please use
this email link and fill in the PRODUCT NAME for which you are
requesting the RMA.
"Authorized Repair"
We do not recommend that other organizations repair our products in the
United States. Shipping charges to and from Eventide are reasonable, and
because we do not manufacture consumer "volume" products, it is likely
that a local repair shop would see no more than a handful of our units in a
lifetime. This is not enough either to justify training expenses nor to
assure competence. If you purchased your unit outside the USA, please
contact your dealer for more information.
How long will it take?
Time to repair varies with workload, and is typically from a few days to a
few weeks. You can help make it as short as possible by making your
trouble report accurate and comprehensive. If your problem is intermittent
or hard to duplicate it can add significantly to the turnaround time.
We warranty repairs for 90 days, in the sense that if something we've
done or a component that we've replaced goes defective within 90 days, we will
re-fix or re-replace that component as necessary. This does not mean that
the unit itself has any further or additional warranty.
Where to ship it...
Eventide Inc.
1 Alsan Way
Little Ferry NJ 07643
United States of America
While it's here...
A number of upgrade options are available
for our products, especially the H3000 and DSP4000
series. If your unit is here, we can usually install the upgrades with
no additional labor charge. We can even turn your Orville
into an H8000!
Repairable units
Currently, we know that we can repair the units in the list below. For all other units, we're
sorry - they are just not economically repairable. We do have many (but by
no means all) parts for obsolete units, so inquire if you need something.
We also stock many old manuals, subject to our minimum
order policy, and even some
advice.
Repair Rate Schedule Effective: 01 September
2003*
"Used" component notice: In some case parts for non-current products
are commercially unavailable. We reluctantly reserve the option to use
"cannibalized" components for repairs if absolutely necessary. Of
course we won't unless we must.
Shipping charges: The flat rate repair charges include normal
return shipping charges. Shipping to us must be fully prepaid. If you require special shipping arrangements they
will be at extra cost, as will shipments outside the USA. International
customers, please read!
*Flat rate prices quoted are for
"normal" failures and include parts and labor. Units subject to unusual conditions (lightning,
fire, mechanical damage) or requiring extensive repair (e.g., mother board
replacement) will cost more if they can be repaired at all.
Prices effective 01 September 2003
Subject to change without notice or obligation
This page updated 01 December 2004
