Just in Case Bose PAS Malfunctions (by Cap Capello)

Dear Colleagues,

Part of my promise was to keep you updated on news, services, and such regarding our L1 systems.

My system is now 2 1/2 years old and running perfectly, a clean and crisp as the day it came out of the box, with well over 200 events under its belt. I would expect nothing less from the name it carries...BOSE.

Being a worry freak, and never being without a backup (or two) of everything, owning and bringing four L1 systems to every event gives the peace of mind that the client's event will never suffer because of my lack of preparedness and extra equipment.

BUT, what if something did go wrong? What steps would be required to get a defective unit back into action. I posed this question to BOSE yesterday and here is their response and policy:

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Glad (though not surprised) to hear that none of your many clients have experienced a system failure. In the event that anyone ever does, have them call PTS at 877-335-2673 Hours are Monday through Friday, 8:30am - 8:00pm EST and Saturday, 9am-5pm when they are with their equipment. This gets them directly to the team that supports our products.

PTS will help with troubleshooting/diagnostics. If service is deemed necessary, they are currently offered the following options:

Warranty Option 1 (Advance Replacement) - PTS offers advance replacement for all units (except cases of misuse/abuse) that are determined to be defective and within the warranty period. <45 days of ownership = new replacement product 45 days of ownership = Refurbished replacement product PTS provides a 2nd Day Air account number for return of defective product. Customer is instructed to pack the defective unit using the carton in which their replacement product arrived. Customer is given ship-to info for return of defective unit. Customer is informed that failure to return the defective unit will result in their being charged for the full replacement price. Credit card info is captured but not charged unless customer fails to return defective product within 30 days.

Warranty Option 2 (Repair) - PTS will offer warranty repair as an alternative to the advance exchange process. Turn Around Time is currently 3-5 weeks! LMTG is working to dramatically reduce this. PTS offers a free carton kit and sends via 2nd day air to all customers returning units for warranty repair. Inbound shipping for warranty repairs is the responsibility of the
customer.

Non-Warranty Option 1 (Advance Replacement) - PTS offers sale of products to replace those that are determined to be defective and outside of the warranty period. Customers can choose from either new or refurbished (discounted) stock. PTS provides a 2nd Day Air account number for return of defective product. Customer is instructed to pack the defective unit using the carton in which their replacement product arrived. Customer is given ship-to info for return of defective unit. Customer is informed that failure to return the defective unit will result in charging full replacement price. Credit card is captured but not charged unless customer fails to return defective product within 30 days.

Non-Warranty Option 2 (Repair) Turn Around Time is currently 3-5 weeks! LMTG is working to dramatically reduce this. PS1s repaired for a $250 Flat rate plus tax L1s or B1s repaired for a $120 Flat rate plus tax PTS offers a free carton kit and sends via 2nd day air to all customers that are returning units for non-warranty repair. Inbound shipping for non-warranty repairs is the responsibility of the customer.

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With warmest regards and best wishes,

Cap Capello
Musical Host - Disc Jockey
Email: cap@imadj.com
Web: www.imadj.com
Phone: 518.399.7451