Please follow this RMA procedure, so that we may serve you better:
Discuss the product issue with your Krell dealer, distributor, or with Krell Technical Support.
Follow all troubleshooting recommendations from Krell.
Send the product for repair only if advised to do so by the Krell dealer, distributor or by Krell Technical Support.
To return a product to the Krell Service Department:
Using the Return Authorization Form below, obtain a Return Authorization Number (R/A) from the Krell Service Department. For warranty service, include a copy of your dated sales receipt from an authorized Krell dealer in the shipping box.
Insure and accept all liability for loss of or damage to the product during shipment to the Krell factory and prepay all shipping charges. Review the warranty, concerning liability for shipping damage and shipping charges.
IMPORTANT: Use the original product packaging.
IMPORTANT: PRINT THE RETURN AUTHORIZATION NUMBER ON THE OUTSIDE OF THE BOX NEXT TO THE KRELL ADDRESS LABEL.
Use the original packaging to ensure safe transit of the product to the dealer, distributor, or to the Krell Service Department. If the product received by Krell is boxed in non-standard packaging or if the original packaging is so damaged that it is unusable, Krell may, at its discretion, return the product in new packaging and bill the owner for such packaging. If Krell determines that new packaging is required, the owner will be notified before the product is returned.
To purchase additional packaging, please contact your authorized dealer, distributor, or the Krell Service Department.
Krell Industries, LLC
Terms and Conditions of In-House Service
Estimates
Krell Industries, LLC reserves the right to request payment in advance, including shipping charges if appropriate, for any out-of-warranty product service. Estimates will be provided, with a +/- 20% margin of variability. Payment requests will be based on these estimates, and can be paid by cash, check, money order, or VISA / MASTERCARD credit cards. Following receipt of payment, service will commence.
Customer Declines to Repair
Every effort will be made to reach the Customer in a timely manner with an initial service estimate via telephone, fax, e-mail and (failing contact in those modes) regular mail. If the Customer wants the unit(s) returned rather than repaired, a minimum of 2 hours labor (at the current service rate) will be charged in addition to applicable shipping charges when appropriate. Prepayment of all charges will be required prior to release of the unit(s). Payment can be cash, check, money order or VISA / MASTERCARD credit cards.
Storage Charge
All unit(s) will be held for 30 days from any (form of) successful notification date with no storage charge. If there has been no response from the customer following 30 days, there will be a storage charge of $25.00 per day until the Service Department is notified that the Customer wants the repair completed or the unit returned. If the Customer wants the unit(s) returned, a minimum of 1 hours labor (at then current service rate) will be charged in addition to a storage charge and applicable shipping charges when appropriate. Pre-payment of all charges will be required prior to release of the unit(s). Payment can be cash, check, money order or VISA / MASTERCARD credit cards. The Customer who does not respond to the Service Department within 150 days following the commencement of storage charges is assumed to have relinquished ownership of any aforementioned unit(s) to Krell Industries, LLC
Notice of Completion
Customers will be notified upon the completion of repairs, and of any service cost adjustments on their unit(s). Every effort will be made to reach the Customer via telephone, fax, e-mail and (failing contact in those modes) regular mail. The serviced item(s) will be held for 30 days from the mail notification date with no storage charge. Following 30 days, there will be a storage charge of $25.00 per day. This storage charge plus any additional service charges must be paid prior to release of the unit(s). Payment can be cash, check, money order or VISA / MASTERCARD credit cards. The Customer who does not respond to the Service Department within 150 days following the commencement of storage charges is assumed to have relinquished ownership of any aforementioned unit(s) to Krell Industries, LLC
Krell Industries, LLC reserves the right to change its Terms and Conditions of In-House Service at any time.
