We at AM&S have two main options for repairs:
1) Authorized service centers
If you provide your location, we have many authorized service centers across the United States that we may be able to refer you to.
If your unit is within warranty, please bring a copy of your receipt to the service center and your repair will be eligible for warranty coverage.
You can request a list of local service options by creating a ticket via our portal:
**Note that Allen & Heath Digital products will need to be serviced at our internal warehouse in most cases.
2) Internal service (RMA)
If local service isn't an option, we can arrange for your unit(s) to come in to our main service facility in Southaven, MS. In that scenario, it is very important that you have an RMA (Return Merchandise Authorization) beforehand. This allows our receiving department to process your item as quickly as possible and get it to our service department. Without an RMA, there will be significant delays and your unit risks being lost.
If your unit is under warranty, we will ask for a copy of your receipt. Warranty covers parts, labor, and return shipping only.
Note that any product returned for repair that is determined to be without fault will result in a $90 NFF (no fault found) bench fee and return shipping will not be covered.
To get started with an RMA, please open a ticket with technical support by visiting our portal:
bit.ly/amscustomerservice
FAQ:
"How much do you charge for non-warranty repairs?"
A: Non-warranty repairs cost $90/hour + parts + return shipping (+tax when applicable). Our technician will contact you with a more accurate estimate before performing the repair. If you decide to not go forward with the repair following the estimate, you will be charged a $75 minimum fee and return shipping.
"How long will my repair take?"
A: If you are using an external authorized service center, please pose this question to them directly before bringing your product in for repair, as their turnaround times may vary.
If you are sending your unit to our main facility for repair, turnaround time can depend on many factors - including current RMA volumes, parts availability, and shipping time. For that reason, it is difficult to provide accurate estimates in advance. However, you will be kept up-to-date with emails so you can keep track of the process.
"How should I package my unit when shipping it in for repair?"
A: The original packaging is normally the most secure option when shipping delicate electronics. If you no longer have the original packaging, please contact your local carrier (FedEx, UPS, USPS, etc.) to inquire about a similarly-sized box and enough packing materials to make sure the unit doesn't move around too much.
It is also important to put the RMA number (e.g. "543210ZU") somewhere on the outside of the box, and to include a printed-out copy of the PDF RMA document you receive from the service department inside the box with the product being returned.
"I am located near your warehouse, can I drop off my unit in person?"
A: You may do so, but you still need an RMA - so please make sure you have the RMA document from our service department before making the trip.
"Are your repairs guaranteed?"
A: In rare circumstances, it is possible for a unit to fail again after a repair. Note that our repairs are guaranteed for 90 days following a repair, so please reach out to us if you encounter the same issue again after the unit is shipped back to you.