KEYMUSIC Repair Service

Would you like to make use of our repair service? Then it's important that you carefully read the information and conditions below so you know what to expect.

Reparatie  GENERAL INFORMATION
           After handing over the product, an average repair time of 3 to 6 weeks must be taken into account.

 

There are several factors that can cause delays in the repair process:

 

Repairs are carried out by external repairers or suppliers and will therefore always have to be sent to the location where the repair will take place.

 

RMA procedure, the product must first be registered and an authorization for shipment.

 

First in, first out basis. At busy times it can take longer for us to start the repair procedure

 

For many repairs, new parts are needed to replace the defective parts. 

 

When the repair is finished, we ask you to pick up the repair within 2 weeks. If this is not possible, KEYMUSIC is expected to be notified.

 

If after 3 months the device has not been picked up, KEYMUSIC reserves the right to send the device to the customer, including the invoice with any costs incurred and the extra shipping costs.

  The complaint description, address and contact details and any accessories are noted on the repair ticket. The customer must check this information.

Reparatie   WITHIN WARRANTY
          We can only claim warranty if a valid proof of purchase can be transferred by the customer. 
 
The warranty must be determined by the supplier of the product. In case of doubt, an investigation will always be made at the supplier or service center first.
  If the offered repair does not appear to be broken, KEYMUSIC reserves the right to pass on the costs incurred to the customer.

  If warranty is claimed when the defect is caused by incorrect use, the repair costs will be charged to the customer. The customer will be informed accordingly. 
 
 Reparatie   OUT OF WARRANTY
              KEYMUSIC does not have its own technical service department and can only accept repairs that are out of warranty for repair at an external repair company or at (the service centre of) one of the suppliers.

  After examination by the repairer, a price estimate can be given. The lower limit for a quotation is € 150, - incl. VAT. This means that all repairs that entail costs that are below € 150, - are made without consultation with the customer.

  In case of a repair outside the warranty, KEYMUSIC will always ask for a deposit of at least € 75.

  If the customer indicates that a quotation is desired, KEYMUSIC will send an e-mail with the quotation for the repair. The customer must send a response within 7 days for approval.

  If no agreement is given for a quotation of a repair then research and transport costs will be charged. 

  After the repair is complete, there is a 3 month warranty on the work carried out, this warranty starts at the moment the repair is returned to KEYMUSIC.

Reparatie   KEBE REPAIR

KEYMUSIC works with many suppliers, service centres and repair shops to ensure that faulty products are repaired as well and as quickly as possible. The repair procedure can differ per brand and the locations where the repairs takes place are also very diverse. Some repairs are carried out abroad (mainly in Belgium, Germany, France and England), but most remain within our borders. In the Netherlands there are a few service centres/repairers that are authorised by brands to carry out (warranty) repairs on their behalf. For KEYMUSIC and its customers this is very pleasant, because it means that products are on the road for a shorter time, the communication is quick and easy and that saves on the total turnaround time of the repairs.

One of the service centers we work closely with is KEBE Repair + Service BV from Eindhoven, a renowned repair company which is now authorized by many brands to perform warranty repairs, for example Pioneer, Mackie, Nord, Yamaha, Ampeg, HK Audio and many others. They also carry out many repairs out of warranty and have a rich experience with different brands and types of equipment. The good lines with several suppliers facilitates KEBE's access to parts and diagrams and by using KEYMUSIC's internal transport we are together able to avoid (high) transport costs.

For a complete overview of repair services provided by KEBE, please visit their website.