For a while, we were receiving arrays, like the one to the left, on a regular basis. These arrays usually (but not always) included a note from the customer saying that the array had only been used four times, that we should replace the array because the array didn’t last very long and was therefore clearly defective (or something similar). As someone who has used this machine for four years and knows our systems inside and out, I can tell you with 100% certainty that this array has been used far more than four times. The wear pattern on this array is totally normal.
However, the majority of our customers who send their products back to us do so because they are having a legitimate issue. Sometimes it turns out to be a case of user error. Sometimes the customer has received a defective part. Sometimes, the machine has been used for many years, and it’s finally reached the end of its lifespan. We may find out about your problem during a phone call, and sometimes we may suggest that you send the unit in for further troubleshooting. While we can solve many issues over the phone, sometimes it’s easier on everyone if we look at the unit in person.The bottom line is that we do offer a warranty service, and we’re happy to look at one of our units to determine whether it’s working properly or not.
If you want us to contact you after we’ve evaluated the machine, please tell us that in your note and include your phone number or email address. This expedites the repair process, so that our techs can contact you directly.
This process usually takes 2-3 weeks, so please be patient with us. Our techs (and sometimes office staff, like myself) have to work warranty claims in with the rest of our manufacturing schedule, and sometimes we have to put a warranty claim on hold for a few days before we can attend to it. We are frequently asked to expedite one particular warranty claim or another, but we usually cannot make any promises. If we had several large facilities with a few hundred employees, it would be easy to dedicate a warranty claim team, but at this point in time, we cannot dedicate any of our employees to such a specialized task. We are proud of the fact that our units do not break very often, and we don’t actually need a dedicated warranty team!
If you are having problems, you can send your machine to:
Casas Adobes Design
6336 N Oracle Rd Ste 326-272
Tucson, AZ 85704
Once we receive your machine, we unpack it and do a quick visual inspection to make sure that everything arrived intact. At that point, we begin a Warranty Report.
The technician then moves to the array. Are the outer bars in good shape? Are the plates in good shape? Does it look like the array has been cleaned correctly? In our sample report, the array is in good shape (at least 60% of its expected lifespan remaining) and looks like it’s been cleaned regularly.
Our next section is for your cable. Does the cable itself show signs of water exposure? What about the ends of the cable? Other damage? In our sample, the cable itself doesn’t show any signs of exposure to water. The ends of the cable, however, do show signs of exposure to water. Our technician notes that the blue connectors on one end have corrosion inside the terminals and that they are discolored. Exposure to water is the #1 way to ruin your cables, and this is what we see most often in cables that are not operating properly.
Sometimes we get things like opened shakers of salt or GFI plugs with your system as well. This section, “Other components returned,” is our comment box to acknowledge that we received them. The technician will indicate whether he has taken photos or not. These photos stay on our hard drives indefinitely.
At this point, I typically have a tech in my office to look up a customer service record. If we receive a unit like our sample unit where we find some kind of minor damage, even if it isn’t covered by our warranty service, we may make a complimentary repair if it is the first time the customer has asked for warranty coverage. In this case, the technician notes that this is the customer’s first warranty claim, and that he will complete a complimentary repair.
If we are making a warranty replacement, we note it here. If we’ve made a repair, we note it in the appropriate field. Sometimes a technician doesn’t need the extra space, and simply notes that he’s already noted the appropriate answer in another field, such as this sample.