Enterprise CARE Policy - LAB GRUPPEN

Enterprise CARE Policy - LAB GRUPPEN

At MUSIC Group we genuinely care about our customers and are passionate about providing life changing customer experiences.

We want you to enjoy using our products as much as we enjoy making them. So, when you need our help, we have it covered and you can count on us.


What warranty does my product have?

All products come with a 10 year warranty as standard.

Limited Warranty

Subject to the ''Exceptions'' listed below and as updated in music-group.com, MUSIC Group warrants all Products to be free of defects in material and workmanship if used under normal operating conditions for Ten (10) years from point of original retail purchase by an end-user.

Requests for warranty on products bought outside of territory

For warranty on products bought outside of a user's territory of residence, the end-user will be directed to contact the dealer who actually sold the product. Of course the end-user can always choose to have it repaired by the territory's distributor instead, at their cost. Exceptions to this are:

  • Touring systems which have previously been agreed with CARE team, and
  • LAB GRUPPEN amplifiers, as long as warranty term is valid

Warranty for installation projects

A Reseller/Distributor may defer the commencement of the warranty period (for both DOA and standard warranty) to a specific date agreed with ENTE TOUCH management in writing for installation projects. This will allow the installation of the products at a later date (''Substantial Completion Date'').

Are there warranty exceptions?

Apart from the obvious improper use of the product, there are only a few exclusions to the limited warranty that you need to be aware of, including consumables, burnt voice coils and road/flight cases.

The above warranty does not apply to:

  • Consumable parts, including but not limited to, fuses, batteries, and cables.
  • Drivers and diaphragm assemblies that have burnt voice coils due to over voltage or a surge from a power amplifier.
  • Power amplifiers with incorrectly loaded outputs (in terms of ''load''/ohms).
  • Physical or shipping damage due to improper use of the Products or incorrect installation.
  • Cable drum assemblies and road/flight cases, for which there will be a one (1) Year warranty period.
  • Products whose factory applied serial number has been defaced, altered or removed.

How can I contact you?

In the event that you need to contact us for any reason, our dedicated and friendly teams are ready to assist you. You can reach us using these recommended methods:

Web inquiry: music-group.com/support
Email: careente@music-group.com
Phone: +44 1562 732 299 for EMEA/APAC
+1 800 565 2523 for AMER

How to contact your care experience centers

1. Email - CARE Technical Support and Service:

MIDAS / KLARK TEKNIK / TURBOSOUND / LAB GRUPPEN / LAKE / TANNOY / TC ELECTRONIC
careente@music-group.com

Please ensure to include in your email: your contact details, the product model, the serial number and a detailed description of the issue or query.

2. Via the web forms at music-group.com/support/home

3. Care Experience Center locations

MIDAS / KLARK TEKNIK / TURBOSOUND
UK for EMEA/APAC US for AMER
MUSIC Group Innovation UK Limited MUSIC Group Services NV Inc.
ATTN: Returns ATTN: Returns
Klark Industrial Park, Walter Nash Road, Kidderminster
Worcestershire DY11 7HJ United Kingdom
5270 Procyon St, Las Vegas, NV 89118-1742
United States
Telephone: +44 1562 732 299
Hours of opening: 8am to 4pm
Telephone: +1 702 800 8290
Hours of opening: 8am to 4pm
LAB GRUPPEN / LAKE TANNOY / TC ELECTRONIC
Sweden for EMEA UK for EMEA
MUSIC Group Innovation MUSIC Group Innovation UK Limited
ATTN: Returns
SE AB Faktorvägen 1 SE-434 37
KUNGSBACKA Sweden
Klark Industrial Park, Walter Nash Road, Kidderminster,
Worcestershire DY11 7HJ United Kingdom
Telephone: +46 300 699000
Hours of opening: 8am to 4pm
Telephone: +44 1562 732 299
Hours of opening: 8am to 4pm
LAB GRUPPEN / LAKE / TANNOY / TC ELECTRONIC
Canada for AMER
MUSIC Group Commercial CA Inc.335 Gage Ave.,
Suite 1 Kitchener, N2M 5E1 Canada
Telephone: +1 800 565 2523
Hours of opening: 8am to 4pm

What is the service policy?

If your product becomes faulty at any time during the warranty period we will try to ensure you are without it for as little time as possible, and will aim to either repair it or replace it for you within 1 week.

Dead On Arrival (''DOA'')

If you find one of our products fails to the point where you can't use it as it's intended within 30 days of purchase then contact our CARE Team for further assistance and advice.

In the unlikely event we can't rectify the problem you are entitled to a free replacement product through the local Distributor/reseller. To qualify for DOA, the product should not show major signs of surface marks, worn decals, scratches, dents or markings. It needs to be returned with all originally supplied components and accessories.

The product needs to be returned in packaging suitable to fully protect it (ideally this would be its original inner and outer packaging), complete with accessories, and end user's proof of purchase should be attached (if not previously supplied).

Warranty services

If one of our products needs to be serviced, under warranty, after 30 days of ownership then it can be returned to a MUSIC Group CARE Center.

No Fault Found (''NFF'')

In the unusual event that no fault is found when products are sent to us, we will advise you immediately. If after further troubleshooting no fault is verified, you may be charged for any handling charges to get it returned to you.

Contact our CARE team for advice or if you need assistance to validate the root cause.

Out of warranty repair services:

In the instance where a product becomes defective after the expiry of the limited warranty period, CARE offers a chargeable repair service, to include labor, parts, and shipping.

A quotation will be provided before any work is undertaken.

Service levels

  1. Repair Guarantee All out of warranty repairs undertaken by CARE are guaranteed for ninety (90) calendar days.
  2. Response Time targets:
    1. Initial response to faulty product: within 24 hours
    2. Emergency support response: within 1 hour
    3. Time of repair: 1 week from receipt of defective unit;
    4. Repair completed: CARE will notify you within 24 hours maximum

How are we doing?

We are committed to providing you with the best possible experience and are always looking for ways to improve or to know what we have done well.

So, we would love to hear what you think or if you need further help about any aspect of your CARE experience, please click here to provide feedback through the General Inquiry form... and thank you.

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