From time to time it may be
necessary to ship your Casablanca unit to us for repairs or hardware upgrades.
When you do, you will be taken care of by our Service Department, one of the
best support services in the business.
If you suspect that you have
a hardware malfunction, please first consult our FAQ Section. If you still suspect a hardware
problem, contact our Tech Support department for diagnosis. If you in fact need
to return your Casablanca, you will be issued instructions on returning your
Casablanca.
No shipments will be
accepted without an RMA# issued from the Tech Support Department.
Freight cost for all shipments (warranty or non-warranty) to MacroSystem are the responsibility of the Customer. Return freight is paid by MacroSystem for all warranty repairs or replacements. Return freight on any non-warranty items is the responsibility of the customer.
Please allow the repair
technician at least 2 weeks for all repairs.
Products that fall under
warranty will be either repaired or replaced at no charge. The repair technician will determine
whether to repair or replace a customer's unit.
After the repair has been
made, units will be shipped via FedEx Ground unless other paid arrangements are
made. All out of warranty repairs will be charged a minimum diagnostic fee
of $100.00.
Be prepared to have the hard
drive erased. The majority of the repairs require a full installation of the
operating system software, which will result in a loss of all project data. We
are not responsible for any lost projects.
We cannot stress enough the
importance of leaving your corrupted footage and the approximate time the
errors occur. The longest part of the repair process is replicating the
problems. Leaving existing problems on the hard drive will help increase the
timeliness of the repair.
The Casablanca Classic and
early Avio boxes had cardboard inserts with a plastic sheet covering one of the
sides. When packing the editor in one of these boxes, make sure that the unit
is sandwiched between the two plastic sheets of the inserts. The insert on the
bottom will have the plastic sheet to the top, and the top insert will have the
plastic sheet to the bottom. If these pieces are reversed, the system will have
room to bounce around and will likely be damaged.
The current boxes have foam
inserts that fit around the sides of the machine to separate the unit from the
edges of the box. If you are returning a Prestige, Renommee, or Renommee
Plus for repair, please be sure send the key to the hard drive. Make sure that everything is unplugged
from the system before shipping (power and video cables, euroscarts).
If you are including any
loose parts such as your trackball or euroscarts, make sure that they are
packed inside a smaller box and protected from bouncing around.
If you do not have the
original packing material, we recommend using at least 3 inches of foam padding
or bubble wrap on all six sides of the unit.
Packing peanuts and crumpled
newspaper are not sufficient to
protect the machine during shipping. Foam packing peanuts attract static electricity, which can
damage the machine. You will be responsible for any damages incurred from
insufficient packaging during shipment. If you have further questions, please
contact us before shipping.
Method of
Shipping
We recommend using FedEx or
UPS to ship your unit so it can be insured and tracked. If your unit is shipped using the US
Postal Service, or some other non-trackable shipping service, we cannot be held
responsible for units lost in shipping.
Ship To: MacroSystem US
RMA# _______
5541 Central Ave., Suite 135
Boulder, CO 80301
*A minimum of $100.00 diagnostic fee plus shipping will be charged on all
non-warranty rma's.
**For repairs requiring
excessive labor or testing time, labor charges are billed at $50 per hour.
***Due to age of certain
models and availability of parts, some repairs may not be possible. In this case, we will offer the best
replacement solutions available.
