Creative Labs (250-0200/01/02) Repair and Exchange Faxback Doc. # 3259 CD Kits (Discovery CD 16) CREATIVE LABS REPAIR AND EXCHANGE PROGRAM Each Creative Labs sound board and multimedia kit offered through Radio Shack is warranted to the end user for one (1) year from the date of pur- chase. If your customer has a problem with his/her Creative Labs product, your first course of action should be to refer the customer to Creative Labs' technical support line (405/742-6622). Creative Labs' support will work with your customer to diagnose and fix the problem. There are, however, several instances where you store may be involved in a warranty issue: 1. The customer has returned to your store with a (possibly!) defective product, expecting an instant replacement. 2. Th Creative Labs product was installed by a Radio Shack Service Cen- ter, and now the product appears to be non-functional. 3. The customer has unsuccessfully tried to install the product, and now wants a Radio Shack Service Center to install it. Keep in mind that the actual "defect rate" for Creative Labs products is less than 1%! If a customer is having a problem, it most likely can be solved by calling Creative Labs technical support. Here is how to handle each of the above situations. SITUATION 1: If you have the appropriate Creative Labs product in stock, replace the product for your customer. Be sure to give your customer ONLY those parts of the package that were returned to you. For example, if your customer brings to you a defective CD-ROM drive from a multimedia upgrade kit, give the customer JUST the CD-ROM drive. If the customer brings back an entire kit, replace the entire kit. After you have satisfied the customer, call Tandy Business Products Parts for a RMA and replacement unit: Tandy Business Products Parts 1801 S. Beach Street Fort worth, TX 76105-2122 Phone: 1-800-282-6381 (8:00 - 5:00 Central Time) 1-817-531-6691 Repack the product in its original packaging. PACK THE ENTIRE BOX IN AN OUT- ER SHIPPING CARTON (ensure that the RMA number is written on the outside carton), and ship the carton to the address above. The replacement pat is sent out immediately to your store and billed accordingly. When the returned part is received, Business Products Parts will issue a credit that will ef- fectively cancel the invoice. All RMA product MUST BE RETURNED WITHIN 10 DAYS OF THE RMA REQUEST. SITUATION 2: Return the computer to the Radio Shack Service Center that ori- ginally installed the product. If the product is defective, the Service Cen- ter will arrange for a replacement, and your store will be charged only for the labor (to remove & install the product - not replace it), plus a nominal handling fee for the replacement. SITUATION 3: Use your judgement here. Ask questions! Creative Labs has a special STORE ONLY technical support hotline (405/742-2345) that you can use to talk directly to a Creative Labs technician. PLEASE DO NOT GIVE THIS NUM- BER OUT TO YOUR CUSTOMERS! If the customer appears to have a defective pro- duct, return the product to Business Products Parts for replacement (see Si- tuation 1 above for procedures), and provide a new unit to the Service Cen- ter, along with your customer's computer for installation. If, on the other hand, your customer appears to have a good product, but just can't seem to install it themselves ("Well, I tried to install it, but I didn't know what to do, so I boxed it all back up and brought it in"), it is probably safe to assume that the product is in working order! Send the product and the cus- tomer's computer to the Service Center for installation. (tlc-04/14/94)