Warranties, warranties, warranties!

What is your warranty service?
We hear a lot of questions about our products regarding warranty coverage. The answer is YES, we do offer a warranty, and it is valid for two-years from your date of purchase. We are currently only offering a warranty service on our controller units, due to past abuse of the warranty coverage on arrays and cables.

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.

How does it work?
If you’re having a problem with your unit, pack it up and send it back to us. PLEASE be sure to include a note with your name (and the name you used to order the machine, if different), your current shipping address, and a short description of the problem. Even if we’ve talked to you on the phone about your problem, please include a note. This helps our technicians more than it helps our office staff.

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.


Customer identification
The first thing we do is fill in this box with your information. If you’ve enclosed a note, we clip it to the report. This report will stay with your machine from this point on all the way to delivery at your door. 


Visual Inspection
Our technician (myself, for this sample report), will mark the appropriate answers on this report during their visual inspection. On our sample warranty claim, we’ve received an entire Ionic Body Balancer unit. The technician notes any cosmetic damage to the controller unit, notes whether the on/off switch is operational, whether the front terminals are secure to the unit, whether the fuse is blown or not, and if the cord is in good shape. The technician will then typically give some kind of comment- this might be something they’ve noticed that our form doesn’t specifically ask, or if the controller unit appears to be much newer than the array, etc. In this case, the controller unit does look much newer than the array, which could suggest that the customer has replaced their controller unit at some point in the recent past. This may indicate that the customer has had previous problems, or it could mean nothing at all.

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.


Technical Inspection
After a thorough visual inspection, your unit is transferred over to our inspection bench. Your technician will run the controller unit through a series of tests to determine if it is working properly or not. If you send us your array and cable, we do one test with our array and cable, and one test with your array and cable. In our sample report, the controller unit is working normally, and there are no differences in performance between our array/cable and the customer’s array/cable. The technician notes that the array and cable are operating normally. Our tech marks that no damage is found and that the customer is eligible for a complimentary repair.

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.


Technician Recommendation
After the visual and technical inspections, our tech will make a recommendation as to how any issues that came up during the inspection should be resolved. Sometimes a technician may make multiple recommendations. In this case, our tech recommends that a replacement should be made as well as a repair. Our techs will clarify in cases like this one under the “comments” field. In this case, our tech has made a repair on the customer’s cable, and has found additional corrosion inside the cable while making his cable repair, but was unable to fully remove the corrosion. Because of this damage, our tech recommends a new cable.This is a very good reason to recommend a new cable. If repairs have been made, the tech will take photos of the completed work. These photos will be filed with the “pre-repair” photos and will be kept indefinitely.

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.


Final Steps
Before we mail your unit back to you, we make a copy of the warranty report for your repair and file it away. We include the original with your unit for your records, and keep the copy for ourselves. 

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