Service Policies

We appreciate your business and want you to be satisfied with your Pittsburgh Modular Synthesizers purchase.  We offer warranty service and repair service, and we will work to resolve any problems you are having as quickly as possible.

Warranty Service

If your purchase is under warranty, you are entitled to warranty service. If your warranty service request comes through one of our authorized resellers, we will fulfill the service request through the reseller's procedures.  If you contact us directly for warranty service, we will request dated proof of purchase, and work with you directly to resolve your warranty service request. 

PRODUCT WARRANTY

For a period of one year after the date of original purchase, products manufactured by Pittsburgh Modular Synthesizers LLC, are warranted to function properly and be free of defects in materials and workmanship. Should a factory installed hardware fail during the warranty period, contact Pittsburgh Modular Synthesizers LLC.  We will repair it (or at our option, replace it) at no charge, and pay the cost of shipping it back to you. 

This warranty is void if in our opinion the product has been damaged by accident, mishandled, altered, improperly serviced, or repaired by the customer where such treatment has affected its performance or reliability.  This includes but is not limited to damage related to incorrectly attaching power ribbon cables. In the event of such misuse/abuse by the customer, costs for repairs plus two-way shipping costs will be borne by the customer. Products found defective should be returned to the factory carefully packed, as the customer will be responsible for freight damage.

Incidental or consequential damages or costs incurred as a result of product malfunction are not the responsibility of Pittsburgh Modular Synthesizers LLC.

Repair Service

If your product is out of warranty, or if you purchase your product used, we offer repair service for a fee.  Once you submit your service request, a service technician will contact you for more information. Some issues can be resolved without sending your purchase in for repair. 

Q:  Do I need to send my synths in for repair?
A:  Some problems, like calibration, can be solved over email. Your technician will walk you through a series of questions to   determine if you need to send your synth in.

Q: What is the cost of service?
A: We will only charge you if your synth needs to be sent in for repairs. For simple repairs, we charge the cost of parts and shipping.  More complicated repairs, such as on custom systems, may be billed at an hourly service rate of $65/hr (minimum 1 hr of service), plus parts and shipping.

Q: How will I be billed?
A: We will require your billing and shipping address information and then issue you an itemized PayPal invoice. 

Q: How will my repair be shipped?
A: We try to keep shipping costs at a minimum, and will only quote expedited or tracked shipping at your request.

Q: What about customs forms/charges?

A: For international repairs, your item will be shipped back with the notation "Return/Repair" or "Merchandise Return", and the value will be listed for the repair cost. You are responsible for any fees or taxes levied by your country upon import.