6 Service Information / If You Need To Call For Help
SERVICE INFORMATION
You may contact the R.L. DRAKE Service Department for
additional information or assistance by calling
+1 (937) 746-6990, Monday through Friday, between
8:00 A.M. and 4:00 P.M. Eastern Time, except on holidays.
You may also contact the R.L. DRAKE Service Department by
E-mail at the following address:
service@rldrake.com
or by Telefax:
+1 (937) 743-4576.
Should you want to return your unit for service, package
the unit 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.
Red is an overnight service. 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.
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.
If the unit is out of warranty, it will be returned by UPS
Brown label COD (UPS does not accept cash/currency)
unless:
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, nonprofes-
sional 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.
IF YOU NEED TO CALL FOR HELP
Call our Customer Service/Technical Support line at
+1 (937) 746-6990 between 8:00 A.M. and 4:00 P.M.
Eastern Time, 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
e-mail: service@rldrake.com
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.
