WARRANTY PROCEDURE AND POLICY
1. Call for RMA (sales rep or RMA DEPT.)
2. Get approval for all items
3. Either UPS or send with Big 5 Driver
4. Receive EXCHANGE or CREDIT within 7 business days
*Disclaimer: If customer attempts to return items without RMA authorization, processing time will increase to 30days. Big 5 WILL BILL CUSTOMER FOR shipping/delivery charges for items that are --1. BEYOND PURCHASE HISTORY and 2. SERIAL NUMBER DOES NOT MATCH.
**REMEMBER A WARRANTY IS EITHER EXHANGE, CREDIT OR REPAIR**
Serial Number Match:
--Big 5 Electronics scans and registers SERIAL NUMBERS on MOST of the items we carry.
--We cannot warranty items that do not track back as purchased from Big 5 Electronics. All SERIAL NUMBERS we track are conveniently located on the invoices next to the item(s) you purchase.
--Brands We TRACK: PIONEER, KENWOOD, SONY, JVC, CLARION, ALPINE, JL, HIFONICS, CRUNCH, KICKER, POLK, INFINITY, KINEITIK, ROCKFORD, ROSEN, VIPER, CLIFFORD, PYTHON, AVITAL, AUTOPAGE.
--**IF A BRAND IS NOT LISTED DOES NOT MEAN WE DO NOT TRACK SOME ITEMS FROM THOSE BRANDS. ALL SN#’S ARE LISTED ON INVOICE FOR REFERENCE.
We CANNOT warranty items that have not been purchased from us. MOST items carry a 1 year EXCHANGE/CREDIT warranty from Big 5 as dictated by our vendors.
We CANNOT warranty items that are over a 1 year period of last purchase. This is TRACKED BY SERIAL NUMBER PURCHASE DATE and or last purchase date.(Some exceptions can be made but that is to our discretion)
Brand Exclusions (certain manufacturers have their own policies)
REPAIR ONLY BRANDS: JL, ALPINE, AUDIOCONTOL---These manufacturers only offer repair warranty for most items (Some items may be eligible for advance exchange with another reconditioned/repaired unit)
BRANDS WITH UNDER 1 YEAR WARRANTY: PIONEER, KENWOOD, SONY, JVC—These brands have cut off dates dictated by the manufacturer. The cut-off date for MOST of the items for all these brands is 6/30 for headunits and 7/31 for Multimedia of the following year. EX: AVHX2600BT warranty ended 7/31/15. AVHX2700BS warranty ends 7/31/16.
Incomplete items are subject to parts charges which include: Manuals, boxes, harness, remotes, trims etc.
NO WARRANTY ON PHYSICAL DAMAGE included but not limited to: cracked/scratched screen, torn surround, chipped heat sinks etc.
Some vendors like SONY DO NOT accept incomplete goods and we can only core exchange. This is when we swap only the CORE UNIT for a BRAND NEW/RECONDITIONED one.
As per most manufacturers we are required to test all items. We have started a thorough testing process that tests for all general problems. If items are found NOT defective/No problem found (NPF) we will return that item to the customer. To ensure we are testing the right problem MAKE SURE you fill out the PROBLEM section of the RMA form. We send a test bench report with every item we send back.
New items can be returned if the SN# matches and it is within 1 month of purchase. If over 1 month a 15% restocking fee will apply (unless a sales rep offers a consignment type of order for product trial---THIS MUST BE STATED ON THE INVOICE, MAKE SURE YOUR SALES REP SPECIFIES THIS ON THE INVOICE AT TIME OF DELIVERY.
The team at Big 5 Electronics strives to provide the best possible customer service and in trying to maintain that standard we need your help and cooperation . We are implementing new RMA policies to ensure the fastest processing of your WARRANTIES. Over the past few years many manufacturers are changing the way they handle warranties and so as a distributor we must follow THEIR guidelines. The toughest part of our business is the WARRANTY side as this relates to lost dollars and added expenses. As a DISTRIBUTOR we handle hundreds of items on a weekly basis, and many of these itemsare either not purchased from us, are out of the manufacturer warranty, damaged, or in perfect working condition. Having to handle ALL these items is tough enough but it is UNFAIR to us as a business to process items that are not ours or that do not comply with the brand manufacturers policy. REMEMBER we DO NOT make or build these items, we simply distribute them to you, our clients. In order to ensure we facilitate your warranties in a timely manner please carefully read our policy and procedures which will take effect immediately.
From myself and our team at Big 5 Electronics, we thank you for your continued support. Please feel free to contact me directly if there are any questions, comments or concerns.
Big 5 Electronics, Inc.