After several messages with customer service, I was asked to send them my unit (classic noise hissing problem). From what I read on this forum about all the threads that talk about sending their Quad for repair, everything went well and that Neural DSP assumed all the shipping and repair costs. I know that according to the warranty policy, the user is responsible for the shipment and must therefore pay. But why, in everything I read, does everyone say they didn’t have to pay anything at all (shipping, repair and shipping)?
My Quad is still under warranty, I’m just wondering if support decides when they want whether or not to offer to cover all the costs.
If your QC is in warranty, repairs should be covered excluding issues due to improper usage. After warranty, NDSP may opt to charge for repairs at their discretion. Regarding shipping, NDSP may or may or may not cover shipping but they will disclose that with you during the support interchange and it could be based on a case by case basis. The good news is NDSP support is great, and turnaround time is fast.
From MDSP’s warranty page:
SHIPPING & FREIGHT:
Except where local law or statute prohibits, you are responsible for all return shipping and freight charges to transport your product to Neural DSP Technologies or a Neural DSP Technologies authorized service center. Neural DSP Technologies will pay for shipping and freight charges to return your product after the service is complete.
Any loss or damage occurring while the product is in transit or possession by the shipping provider will be subject to that shipping provider’s normal claims service. Neural DSP shall not be liable for any loss or damage which may occur in shipping.