20.1 What do I need to know about warranties?
Description
This article is from the rec.audio.* FAQ, by with numerous contributions by Bob Neidorff others.
20.1 What do I need to know about warranties?
Warranties have a few basic components. The first is the term
of the warranty. The second is what is covered. The third is
who supports the warranty. The fourth is what restrictions.
Term is fairly self evident. What is covered is more detailed.
In audio electronics, typically everything is covered with a
"parts and labor" warranty. Often mechanical components such as
tape heads are covered by different terms, such as shorter terms
on labor and longer terms on parts. Likewise, speaker
warranties vary widely, from unconditional with no term limit to
a basic 30 days parts and labor.
Some warranties come from the manufacturer. Others come from
the dealer. Still other warranty support is available with
certain premium charge cards.
A common restriction on some warranties is that the equipment is
not covered unless it is sold by an authorized dealer. A few
dealers have lied about being authorized dealers. Equipment
sold by an unauthorized dealer is almost always sold completely
legally. This unauthorized dealer may, in fact, be fully
authorized to sell, but not authorized to sell manufacturer's
warranties. In buying gear this way, dealers can get it
cheaper, and provide the service themselves. This kind of gear,
with a full warranty from the dealer is referred to as gray
market equipment. Manufacturers discourage buying from these
gray market dealers, but the risks are fairly low. If the
dealer is local and well established, the risks are minimal.
If you buy equipment mail-order, a dealer warranty may be a pain
in the neck, especially if you have to ship the gear to the
dealer more than once to get it fixed correctly. Then again,
some factory service requires shipping gear far away at your
expense, too.
Frequently, home audio equipment is sold with a warranty
restriction that if the gear is used commercially or in any
profit-making enterprise, then the warranty is void. This is to
protect the manufacturer from having to frequently repair
equipment meant for light service. Professional audio equipment
often comes with very liberal warranty terms, such as lifetime
parts and labor. Professional gear takes heavy use and severe
wear from constant transportation. It is expected to be able to
take this abuse.
All gear, electronic and mechanical, is known to have three
principal failure modes: abuse, infant failure, and end-of-life
failure. In addition, a few of the failures occur at random.
Infant failure (also called juvenile failure) occurs in the
first fifty hours of use, and is the principal responsibility
of warranties. Infant failure is frequently caused by defective
parts or a design defect.
Abuse failure is that caused by a person who pulls a cable too
hard, bangs the equipment on the table, pushes the controls too
firmly or too fast, or does anything else which the manufacturer
did not expect. These are the gray areas of warranties. They
do not represent a manufacturing defect in the manufacturer's
eyes, but they do leave you with a broken device. To get
the best chance of coverage against this kind of failure, select
a brand or a dealer with a very liberal warranty policy.
End-of-life failures are rarely covered by warranty. Tape heads
have a finite, calculable life, as do rubber rollers, speakers,
cables, batteries, bearings, and motors. The life of some of
these components can be extended by intelligent care. For
example, the life of common rechargeable batteries can be
extended by good recharging practice. Likewise, some cleaners
can dry out rubber, and will lead to premature failure. Don't
expect warranty support for any of these problems, and if you
get it, feel lucky.
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