Shipping Instructions and General Information
The easiest way to be sure you have included all the information we will need to complete your repairs in a timely manner is to dowload our Service Request form and fill it out. (You will need Adobe Acrobat Reader to read this file. To download Adobe Acrobat Reader click here.) You can also follow the instructions below. Shipping Instructions
Please be sure to include the following information with your equipment when you send it in for service. If you are unsure of the proper way to package your equipment for shipping, please see "packaging your equipment" below.
I. Contact Information
Include all personal contact information in the space provided. (If your shipping address is different than your mailing address be sure to include this information.)
II. Warranty Documents
If your equipment is under warranty (see "warranty information" below), be sure to include proof of purchase and the warranty card (if available) with your camera.
III. List of Equipment
List each item and the serial number(s). To find out where the serial number for your particular piece of equipment look at the service section of our web site.
IV. Faster Service > Pre-approval
To greatly expedite your service, please pre-approve our basic service rate for the items you are sending in. (Be sure to include shipping costs in your pre-approval.) We will NOT exceed your authorized amount without contacting you for approval and ONLY perform necessary work without compromising our standards for quality. To pre-approve, simply provide us with your credit card number. Otherwise, we are happy to contact you with a free estimate and discuss in detail our recommendations and procedures. Simply write "CALL" for a free estimate.
V. Service Requested
Describe the problems you are having in as much detail as possible (attach an additional sheet if necessary). If it is an annual service, write "ANNUAL SERVICE" in this space.
Packaging Your Equipment
1. Place your equipment inside a ziploc bag with air (this is particularly important if you are shipping us
flooded equipment).
2. Place camera inside a sturdy cardboard box padded with lots of packing material (Styrofoam peanuts or shredded paper). Be sure to overstuff the box with a few handfuls of packing.
3. Download the Service Request form.
4. Fill out the form and include it with your equipment.
5. Close the box with plenty of tape.
6. Address it to: Your nearest service center.
7. Ship with the courier of your choice (we advise that you always insure your equipment).
General Information
Free System Testing
We also offer free inspections of your entire photo system. Don't wait until your trip to discover that your sync cords are malfunctioning. Just inventory your gear and ship it in with your items for service.
Service Turn Around Time
Our large stock of parts and trained staff allow us to complete most repairs within 3 weeks. Please allow 1 week for an estimate and 2 weeks from your approval to complete the repair. Top Dawg and Light & Motion repairs are normally completed within 4 weeks. RUSH repairs are available for an additional charge.
Warranty Information
Backscatter warrants our service and repair work under normal use for a period of 90 days from date of receipt. Since flood damaged cameras can develop unforeseen problems over time, we only warrant the parts we have replaced. The liability of Backscatter is limited only to the work we performed and the repair of this work. If the item is disassembled or modified our warranty will be void. Please remember to always inspect and clean the user o-rings of a freshly serviced item as packing material can settle onto the camera and air travel can unseat o-rings. You are responsible for the user o-rings even after a service. If you are not familiar with standard user maintenance, please attend our free classes or see the tips section of our website.
Warranty Evaluation and Floods
If you have a problem that you feel falls within our warranty policy, we will need the item returned to us immediately. Upon receipt of your camera, our factory authorized technicians will carefully inspect and test your item. For floods, we clean the user o-rings, pressure test the item and inspect for problems. Next we carefully disassemble the item looking for the telltale residue that shows the path of water as it enters. If we are able to duplicate the problems or we determine that the flood was caused by equipment malfunction, we will promptly execute repair and return the item to you. If the technicians are unable to duplicate the problem or if they determine that the damage was caused by abuse or user error, we will contact you with the cost for repair. We will go out of our way to help you prevent problems! Please see our warranty policies on new and used equipment. |
