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Service Information / If You Need To Call For Help

SERVICE INFORMATION
You may contact R.L. DRAKE Service Department for
additional information or assistance by calling
(937) 746-6990, Monday through Friday, 8:00 A.M. -
5:00 P.M. EST, except on holidays.
You may also contact the R.L. DRAKE Service Depart-
ment by E-mail at the following address:
or by Telefax:
+1 (937) 743-4576.
IF YOU NEED TO CALL FOR HELP
Call our Customer Service/Technical Support line at
(937) 746-6990 between 8:00 a.m. and 5:00 p.m. EST,
weekdays. Please have the unit's serial number
available. We will also need to know the specifics of any
other equipment connected to the unit.
When calling, please have the unit up and running, near
the phone if possible. Our technician(s) will likely ask
certain questions to aid in diagnosis of the problem.
Also, have a voltmeter handy, if possible.
R.L. DRAKE also provides technical assistance by
or by Telefax: +1 (937) 743-4576.
Many of the products that are sent to us for repair are in
perfect working order when we receive them. For these
units, there is a standard checkout fee that you will be
charged. Please perform whatever steps are applicable
from the installation sections of the Owner's Manual
before calling or writing—this could save unnecessary
phone charges. Please do not return the unit without
contacting R.L. DRAKE first: it is preferred to help
troubleshoot the problem over the phone (or by mail)
first, saving you both time and money.
Inside the carton, enclose a note with your name,
address, daytime phone number, and a description of
the unit's problem.
The unit must be sent to the following address:
Service Department
R.L. DRAKE Company
230 Industrial Drive
Franklin, Ohio 45005 U.S.A.
Be sure to include your street address which will be
needed for UPS return. UPS Surface (Brown Label)
takes 7-10 days to reach us depending on your
location, Blue takes 2-3 days. Red is an overnight
service and is expensive. Send the unit in a way that it
can be traced if we can't verify receipt of shipment. We
suggest UPS or insured postal shipment.
Should you want to return your unit for service, package
the receiver carefully using the original carton or other
suitable container.
Write your return address clearly on the shipping carton
and on an enclosed cover letter describing the service
required, symptoms or problems. Also include your
daytime telephone number and a copy of your proof of
purchase.
The unit will be serviced under the terms of the
R.L. DRAKE COMPANY Limited Warranty and returned
to you.
If the unit is still under the original owner's warranty,
R.L. DRAKE will pay the cost of the return shipment to
you. Our return shipping policy is that we will return it
UPS Brown if received Brown or by US Mail, it will be
returned Blue if received Blue or Red—or it will be
returned however you prefer if you furnish the return
cost for the method you select.
1) It was received UPS Blue/Red, in which case it will
be returned UPS Blue/Red COD;
2) You designate billing to American Express, VISA,
MasterCard or Discover card;
3) You prepay the service charges with a personal
check, or
4) You specify some other method of return.
When calling, the technician can estimate the repair
charges for you over the phone. This is another good
reason to call before sending a unit in for repair.
Typically, equipment is repaired in five to ten working
days after it arrives at R.L. DRAKE if we have all the
facts. If we must call you, it may take longer.
R.L. DRAKE is not responsible for damage caused by
lightning, nonprofessional alterations, "acts of God" ,
shipping damage, poor storage/handling, etc.
R.L. DRAKE will make note of any shipping damage
upon receipt.
Should your warranty card not be on file at
R.L. DRAKE, you will need to send proof of purchase to
receive warranty service. Typically, a copy of the
invoice from an R.L. DRAKE dealer will suffice. The
warranty is for the original owner only and is not
transferable.