Service and Repair Policy
Warranty is limited to defects occurring in normal use and does not cover product(s) that have been subject to misuse, accident, improper installation, modification or self-attempts to repair. SF Marketing Inc. (SFM) shall not be liable for consequential damages to equipment, loss of income, or inconvenience.
Warranty Period of Store Inventory
The warranty period allocated for a dealer’s store stock is extended by 6 months over the product’s standard warranty period. The additional six months is given to allow for the dealer’s turnover of their inventory. We strongly suggest to dealers to sell products on a FIFO basis (first in first out).
Warranty Period of Store Rentals
The warranty period for equipment used for rental starts the day the unit is put into operation, and not the day it is sold to an end user at a later date. When a dealer sells a product that was used for rental and it is passed the manufacturer’s warranty period, if the dealer wishes to provide a warranty to the end user it would be considered a store warranty, and it would be covered in full by the dealer (and not by the manufacturer or SFM).
All repairs are given a 90-day warranty from the date the repair was completed. That warranty is only applicable on the parts that were replaced, and the labour.
The objective of the Service department is to offer a 48-hour turnaround time. However, depending on the volume of repairs, the turnaround time may fluctuate from same day service to a 5-day service. Also, if the parts required are not on hand at the time the product is received, the turnaround time to complete the repair may fluctuate from a 2-day service to a 30-day service (depending on the availability from the supplier). The Service department will inform the dealer of the reason(s) if the repair cannot be completed within this time frame.
The current labour rate is $75.00/hr (+ applicable taxes) charged in 15 minute increments.
SFM repairs are handled on a “first come, first serve” basis. We do, however, offer a rush repair service to our customers, which means that their repairs can be handled faster. Rush repairs will be charged at a flat fee of $50.00 for a 24 hour service and $35.00 for a 48 hours service (+ applicable taxes), over and above the regular repair charges. This 24 or 48 hours lead time is measured from the time it is received until it gets reshipped. These fees are applicable for all repairs, whether the products are under warranty or not and it is subject to the parts availability. If parts are required for the repair and they are not on hand, the rush fee will not be charged to customer.
No Fault Found
SFM would like to encourage our dealers to perform a quick verification of the defective unit(s) prior to sending it to our Service department. This will avoid us receiving returns with perceived problems that do not exist, or can easily be resolved. When in doubt, do not hesitate to contact SFM Service department. There will be a fee of $37.50 (+ applicable taxes) for our inspection of such “non-defective” units.
A fee of $37.50 (+ applicable taxes) will be charged to dealers who have sent in their item(s) for an estimate, but refuse the repair(s) once the estimate is given. In the case of QSC, this $37.50 charge applies to each channel inspected.
Products must be returned for repair individually packaged. They must not be installed in a rack. Otherwise, the additional labour required to dismantle a rack to reach the product will be charged at $75.00/hr (+ applicable taxes).
For warranty repairs, there will be no shipping charges for returning products once repaired, but the product must be sent to us prepaid. If it was sent “collect” the return shipping will be invoiced to the client. For non-warranty repairs, the customer is responsible to cover both ways shipping (return shipping charges will be added to the repair charges, unless we are instructed otherwise by the dealer or customer).
If you have a product that requires servicing, we strongly suggest you ensure the product is defective before sending it. We sometimes receive product for servicing only to find no fault with it. In these instances, there will be a “No Fault Found” charge for the verification of the product. We do reserve the right to charge for “No Fault Found” for repairs under warranty as well. If you would like assistance in confirming that a product is defective, you may contact our Technical Sales Support group at 514-780-2070 or 800-363-8855. If you would like to see whether your product is under warranty or not, please visit our warranty page.
Once you’ve confirmed that the product is defective, you can send it to:
- an Authorized Service Centre or,
325 Bouchard Boulevard
Dorval, Quebec H9S 1A9
If you wish to send your defective product to SFM, please read the following instructions carefully:
Contact the SFM Service department to request a Return Authorization (RA) Number:
- Online: Complete and submit a Return Authorization (RA) form
- Email: RMA@sfm.ca
- Telephone: 1-888-856-1919 and select Option 2, Mon-Fri: 8 am to 5 pm EST
In your communication with us, please indicate the problem with the product and include as much detail as possible. The more information you provide us, the easier and faster it will be for us to diagnose the defect and process your request. If there is a serial number on the product, you will need to provide us with that as well. Also, for non-warranty repairs, if you require an estimate or if you pre-approve a repair amount, please provide that information in your request.
We will confirm your service request by sending you an RA Shipping Label that will include your RA# and relevant details related to your request. We ask that you attach this label to the outside of the box in which the goods are returned (or on the box containing the packing slip if a multiple box shipment). Neglecting to affix the RA shipping label to the outside of the box may result in delays in processing the receipt of the item. Note that returns must be sent to us within 30 days of receipt of the RA shipping label.
We strongly suggest packing the product in its original packaging, including packing corners. If you do not have the original packaging, please pack with sufficient packing material to avoid damage during transport. SFM cannot be held responsible for damage incurred during transport due to improper packaging. To repair damage due to improper packaging will result in charges back to you.
Product sent to SFM for servicing must be sent freight prepaid. SFM reserves the rights to refuse returns sent freight collect. Only defective goods that were returned within thirty (30) calendar days of original receipt by you can be shipped freight collect. If the product is under warranty, it will be shipped back to you freight prepaid.
Once we’ve received the product, please allow 4-5 business days to process your repair. If you would like to get up-to-date information on the status of your RA, you may contact the Returns Coordinator at 1-888-856-1919 and select Option 2 or email RMA@sfm.ca.
SFM’s Service department will sell service replacement parts to authorized dealers as well as to end users (at retail price). There will be a freight charge for all parts orders for non- warranty products.
Pick Up Orders
Pick up orders will be held for ten (10) working days after which time they will be shipped.