B&W Classe
Rotel

Service Information

Should a B&W Group product require service, please refer to the following sections detailing the repair policies for the different B&W Group brands, and how to obtain a return authorization for repair.

Click the brand logo for details on obtaining service for the product.

For information on converting the operating voltage on a B&W Group product, refer to our Voltage Conversion page.

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Rotel

Rotel Service Procedures

Should a Rotel product require service, the unit can be brought back to the local authorized Rotel dealer to handle service arrangements, serviced by a local authorized Rotel service center, or the unit can be shipped directly to Rotel for warranty service. If the product is to be shipped directly to Rotel for service, a repair invoice (RI) number must be obtained prior to shipping the product in for repair.

A listing of current authorized Rotel warranty service centers can be found here: Rotel Authorized Service Centers

To obtain a return authorization for warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner. A copy of the sales receipt is also required as proof of warranty and this may be submitted electronically via the online request form, or faxed in to the number referenced on the online request form in the event that the receipt is not available electronically.
  2. Once the return request is received, the Technical Support Department will issue a return authorization (referred to as RI) for the return of the defective product. An RI confirmation form will be emailed which will include the RI number as well as a return address label. This address label which includes the RI number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to Rotel, insured if desired.
  4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton, replacement shipping materials can be ordered through our Parts Store at www.bwgroupusa.com. Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Rotel models).
  5. Once the product has been repaired, it will be shipped back prepaid. All repairs ship with a signature required to ensure safe delivery of the repaired unit.

To obtain a return authorization for non warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner.
  2. Once the return request is received, the Technical Support Department will issue a return authorization (referred to as RI) for the return of the defective product. An RI confirmation form will be emailed which will include the RI number as well as a return address label. This address label which includes the RI number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to Rotel, insured if desired.
  4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton, replacement shipping materials can be ordered through our Parts Store at www.bwgroupusa.com. Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Rotel models).
  5. Once the product has been diagnosed, an estimate will be provided via email, which will include the estimated repair costs and return shipping charges. The estimate will include a link to provide payment using PayPal. If the estimate is approved, the repairs will be performed and payment should be made for the repair charges. If the estimate is declined, a $75 service charge for the diagnosis plus return shipping must be paid in order to have the unit returned unrepaired, or the unit can be properly disposed of by Rotel at no cost. Rotel can provide a revised invoice for the $75 service charge to be paid if the unit is requested to be returned.
  6. Once repairs have been completed, the unit will ship back via UPS. All repairs ship with a signature required to ensure safe delivery of the repaired unit.

B&W

Bowers & Wilkins Loudspeakers, Subwoofers and Soundbars


Bowers & Wilkins Service Procedures

The terms of Bowers & Wilkins' warranty include a parts and labor warranty to be provided by Bowers & Wilkins as well as the dealer that the loudspeakers were purchased from. It is strongly recommended that any required service within the warranty period be repaired at the dealership under warranty, to avoid possible shipping damage in the process of returning the product to Bowers & Wilkins for repairs.

If the product does need to be returned to Bowers & Wilkins for repairs under warranty, a repair invoice (RI) number must be obtained prior to shipping the product in for repair. If the loudspeaker is out of warranty, it is still recommended that the speaker be serviced at the local Bowers & Wilkins dealer in order to avoid possible shipping damage.

To obtain a return authorization for warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner. A copy of the sales receipt is also required as proof of warranty and this may be submitted electronically via the online request form, or faxed in to the number referenced on the online request form in the event that the receipt is not available electronically.
  2. Once the return request is received, the Technical Support Department will issue a return authorization (referred to as RI) for the return of the defective product. An RI confirmation form will be emailed which will include the RI number as well as a return address label. This address label which includes the RI number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to Bowers & Wilkins, insured if desired. When returning a complete loudspeaker to Bowers & Wilkins, it must be returned via the same shipping method it was originally delivered on, i.e. floorstanding loudspeakers such as the 803S must be shipped via a freight carrier not UPS.
  4. Please do not include any accessories with the unit unless they are related to the problem. Also be aware that all products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton replacement packaging may be ordered through the Technical Support Department. The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Bowers & Wilkins products).
  5. Once the product has been repaired, it will be shipped back prepaid. All repairs ship with a signature required to ensure safe delivery of the repaired unit.

To obtain a return authorization for non warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner.
  2. Once the return request is received, the Technical Support Department will issue a return authorization (referred to as RI) for the return of the defective product. An RI confirmation form will be emailed which will include the RI number as well as a return address label. This address label which includes the RI number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to Bowers & Wilkins, insured if desired. When returning a complete loudspeaker to Bowers & Wilkins, return it via the same shipping method it was delivered on, i.e. floorstanding loudspeakers such as the 803S must be shipped via a freight carrier not UPS.
  4. Please do not include any accessories with the unit unless they are related to the problem. Also be aware that all products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton, packaging may be ordered through the Technical Support Department provided suitable packaging is still available for the model. The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Bowers & Wilkins products).
  5. Once the product has been diagnosed, an estimate will be provided via email, which will include the estimated repair costs and return shipping charges. The estimate will include a link to provide payment using PayPal. If the estimate is approved, the repairs will be performed and payment should be made for the repair charges. If the estimate is declined, a $75 service charge for the diagnosis plus return shipping must be paid in order to have the unit returned unrepaired, or the unit can be properly disposed of by Bowers & Wilkins at no cost. Bowers & Wilkins can provide a revised invoice for the $75 service charge to be paid if the unit is requested to be returned.
  6. Once repairs have been completed, the unit will ship back via either Freight Carrier or UPS depending upon the product. All repairs ship with a signature required to ensure safe delivery of the repaired unit.


B&W

Bowers & Wilkins Headphones, Wireless Music Systems and iPod or Computer Speakers


Bowers & Wilkins Service Procedures

Please contact the Bowers & Wilkins Technical Support Department to confirm product malfunction prior to submitting a request for service. Bowers & Wilkins Global warranty includes parts and labor to be provided by the National Service Center. No service parts are available for sale. If a product is determined to be in need of repair, a return authorization for service must be obtained prior to shipping. Any product returned without prior authorization will be refused.

To obtain a return authorization for repair:

  1. Submit a return request using the appropriate online return form linked below: The product serial number is required to process a request for service (except C5 Headphones). A detailed description of the problem will aid processing in a timely manner. A copy of the proof of purchase from an authorized dealer is required to determine original ownership as the warranty is not transferable. Non-warranty service will incur charges not to exceed $200.00 (except A7). A request for non-warranty service should be submitted to receive an offer for repair.
  2. When a request for service is received, the Bowers & Wilkins Technical Support Department will issue an authorization invoice or reply with an offer for non-warranty service. Please reply to the offer for non-warranty service to receive an authorization invoice.

    Authorization for service will be confirmed by e-mail along with the address label and instructions for shipping. The address label will include the authorization invoice number and must be attached to the outside of the shipping carton.
  3. Please do not include any accessories with the product return unless specifically requested by the Bowers & Wilkins Technical Support Department. All product must be returned in original packing or properly protected in materials suitable for shipment. Styrofoam peanuts should be considered insufficient to protect from damage during shipping. Insurance for loss or damage is recommended. Bowers & Wilkins cannot accept responsibility for damage incurred as a result of improper packing.
  4. Once the product has been repaired, an invoice will be provided via email, which should match the original offer quoted for service. The invoice will include a link to provide payment using PayPal.
  5. After repair has been completed, your product will be shipped back to you freight prepaid. All returns from service ship with adult signature required in order to ensure proper delivery.


Classe

Classe Service Procedure

Should a Classe product require service, the unit can be brought back to the local authorized Classe dealer to handle service arrangements, or the unit can be shipped directly to Classe for warranty service. If the product is to be shipped directly to Classe for service, a repair invoice (RI) number must be obtained prior to shipping the product in for repair.

Important Notice for U.S. Customers: Customs and Border Protection (CBP) regulations require the ultimate consignee identification number (Either the social security number of the recipient, or the IRS tax ID number of a business if shipping to a business address) to be quoted for all shipments entering the US with a value over $2000.00 US. This is the total shipment value, not for individual units. As Classe repairs are handled in Montreal, and most shipments will include multiple units that will reach the border together, it is therefore almost inevitable for the total shipment value to exceed $2000.00US. Therefore a SSN or Tax ID number will be required for all units that come from the US to Montreal for repair.

The relevant CBP regulation is specified below. The "ultimate consignee identification number" is the SSN or IRS Tax ID number.

"Entries Valued at or in Excess of $2000: The Ultimate Consignee on an entry valued at or greater than $2000 must be identified with an appropriate Ultimate Consignee identification number, and may not be identified with an ABI transmission of the Ultimate Consignee's name and address. If the Ultimate Consignee has not been issued an appropriate identification number as listed above, he/she must obtain one before his/her entry can be processed by CBP. If the Ultimate Consignee identification number is not provided at the time of entry or release, entry of the merchandise shall be denied."

The text above is copied from CBP website and can be viewed via the following link:
http://www.cbp.gov/xp/cgov/trade/cargo_security/cargo_control/ult_consignee.xml


To obtain a return authorization for warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner. A copy of the sales receipt is also required as proof of warranty and this may be submitted electronically via the online request form, or faxed in to the number referenced on the online request form in the event that the receipt is not available electronically.
  2. Once the return request is received, the Technical Support Department will issue a return authorization (referred to as RI) for the return of the defective product. An RI confirmation form will be emailed which will include the RI number as well as a return address label. This address label which includes the RI number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to address specified on the RI label. Insurance is recommended.
  4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton it may be ordered through the Technical Support Department. If the unit has an external power supply, ensure that it is returned with the product. Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Classe products).
  5. Once repairs have been completed, the unit will ship back prepaid via either Freight Carrier or UPS depending upon the product.
  6. NOTE: Warranty repairs sent in that are determined to be no fault found will be subject to a charge of 2 hours labor ($180) for the diagnosis and troubleshooting time.

To obtain a return authorization for non warranty repair:

  1. Submit a return request using the appropriate online return form linked below: It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner.
  2. Once the return authorization request is received, you will be contacted by the Technical Support department to obtain a credit card number that will be used for the repair charges. Once this information has been obtained the Technical Support Department will issue an return authorization for the return of the defective product. An return confirmation form will be emailed which will include the return authorization number as well as a return address label (not prepaid). This address label which includes the return authorization number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.
  3. Ship the unit to address specified on the RI label. Insurance is recommended.
  4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton it may be ordered through the Technical Support Department. If the unit has an external power supply, ensure that it is returned with the product. Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). The B&W Group assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Classe products).
  5. The minimum billable rate for all non-warranty repairs is 2 hours labor ($180). An estimate will be provided either via fax or email, which will include the estimated repair costs and return shipping charges. The estimate should be signed and returned with an approval or decline of the repair. If the estimate is approved, the repairs will be performed and the credit card will be billed for the repair charges. If the estimate is declined, a service charge of $180 for the diagnosis plus return shipping must be paid in order to have the unit returned unrepaired, or the unit can be properly disposed of by Classe at no cost.
  6. Once repairs have been completed, the unit will ship back via either Freight Carrier or UPS depending upon the product.