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Product Support and Repair

SUPPORT


Your continued enjoyment of our products is very important to us. We want to know that every product we've sold is sounding and looking great. That's why we supply each product with a 1-year warranty on parts and labour. If something goes wrong with your product either in or out of warranty, please let us know and we'll try to help you.

FAQ

Some of your questions may have already been asked by others.

Firmware Updates

If you find a bug or experience a firmware-related issue, contact us by email: info@kilpatrickaudio.com. Please give us as much information as possible so that we can reproduce the problem. We appreciate feedback from customers as this helps us improve our products for everyone! It may be possible to update the firmware in your module without sending it to us. However we offer a free update service for all products for the life of the product. All firmware updates performed by us require that the user pay for shipping to/from us.

Hardware Repair

If your product requires repair service plesae DO NOT send it back to your dealer. Kilpatrick Audio is the sole service provider for hardware repairs to ensure that any product you send to us is returned with factory-new performance. Please contact us with questions about your Kilpatrick Audio product and we will do our best to help you.

Contacting Us for Support

For all support questions or repair requests:

  • Record the Serial Number and Date/Place of Purchase - This is very important. The serial number is located on the bottom of the product, or on the box.
  • Send us Email - Please send us the serial number/place of purchase, and a description of the problem via email to: info@kilpatrickaudio.com
  • Ship us the Product - Send the product to the address that we provide you. All shipping to us must be via regular or express postal mail described as "Canadian goods returning" with a declared value of $0. Shipments made by courier will be refused.

Note: Warranty is valid only for failures caused by defects due to original parts and workmanship. Kilpatrick Audio is not be responsible for any repairs to products that have been modified, improperly installed, abused or misused. Kilpatrick Audio reserves the sole right to determine the most suitable remedy for each particular case.