EMM Labs & Meitner Audio Warranty & Returns Process
Experiencing Technical Issues? We're Here to Help.
If you’re facing technical issues, our dedicated service team is ready to assist you. To get started, please submit a service request with your serial number and a brief description of the problem. Our experts will process your request promptly and provide you with a Return Merchandise Authorization (RMA) number. Please note our service policy on vintage products on the bottom of this page.
EMM Labs & Meitner Audio Warranty Information
EMM Labs warrants new products against defects in materials and workmanship for 3 years from the purchase date. If your product is purchased and registered with EMM Labs within 6 months of the original shipping date, the warranty period will begin on the purchase date. For products registered later than 6 months after shipping, the warranty starts from the shipping date unless you provide the original sales invoice.
Exceptions:
- MTRS and MTRX products: 5-year warranty
- NS-1 products: 2-year warranty
During the warranty period, EMM Labs will repair or, at our discretion, replace any faulty product. Warranty repairs must be carried out by EMM Labs or our authorized service agents. Please contact your dealer first if your unit requires service.
To register your product, complete the online registration within 30 days of purchase. Upon registration, we will add your contact details to our customer database, which will be used solely for warranty purposes and to inform you of any related upgrades or firmware updates.
Warranty Terms
Please note that our warranty does not cover normal wear and tear. The warranty will be void if:
- The product is misused.
- Unauthorized modifications or repairs are made.
- The product is not used according to specified operating conditions.
- The product is serviced by anyone other than EMM Labs or our authorized agents.
- The unit is returned in inadequate packaging.
EMM Labs reserves the right to apply a service charge if a product returned for warranty repair is found to be operating correctly or if it is returned without a valid RMA number.
This warranty covers parts and labor only; it does not include shipping charges, taxes, or duties. Please note that our dealers or distributors are not authorized to extend the terms of this warranty, and EMM Labs cannot accept responsibility for any attempts to do so. Products resold by EMM Labs on a "used" basis may have reduced warranty terms.
Initiating a Return or Service
If you purchased your unit from an authorized EMM Labs dealer, please contact them for advice on next steps, or fill out our service and support request form to initiate your service request directly with EMM Labs. Be sure to have your model number, serial number, and software version (if applicable) ready, along with a detailed description of the issue. EMM Labs will then issue an RMA number for your return.
Once you have an RMA number, please ship your item to:
EMM Labs
Attention: Service Department
Bay 119, 5065 13 ST SE
Calgary, Alberta, Canada, T2G 5M8
Phone: +1-403-225-4161
Email: support@emmlabs.com
To ensure the safest and most secure shipping in the event of a future repair, we strongly recommend that customers retain the original boxes and packaging materials provided with their purchase. Proper packaging is critical to preventing damage during transit, and using the original materials offers the best protection for your product. Please note that we cannot be held responsible for damages incurred due to inadequate or improper packaging during returns or repairs.
Replacement packaging, including dust covers, can be purchased from EMM Labs.
Customers are responsible for shipping charges, taxes, and duties when returning items to EMM Labs and Meitner Audio. Outbound shipping fees can be charged before departure for your convenience.
Repair Turnaround Time
At EMM Labs, we aim to complete all service requests within two weeks. However, turnaround time may vary depending on the complexity of the service and the availability of parts. Rest assured, we are committed to providing efficient and high-quality service to ensure your satisfaction.
Policy for Repair and Support of Vintage EMM Labs and Meitner Audio Products
Effective Date: January 1, 2025
Purpose: This policy outlines the repair and support protocol for vintage EMM Labs and Meitner Audio products, ensuring clarity for dealers, third-party repair shops, and customers.
Scope: This policy applies to the following vintage EMM Labs and Meitner Audio products:
• ADC8, CDSA, CDSD, DAC2, DAC6, DAC8, DCC2, SWITCHMAN, SWITCHMAN 3, TDS1, TSDX, TX2, XDS1.
Exceptions and Notes:
*CDSD CD/SACD drives can no longer be replaced or repaired due to the manufacturer of the drive discontinuing the product.
*CDSA drives can be replaced at the EMM Labs factory subject to availability.
*Drive replacements for the TX2, TSDX, XDS1 and MA-2 can be shipped and replaced by a third party in the field at the customer's risk.
*MA-2 Front panel repairs must occur at the EMM Labs factory.
Policy Details:
1. No Field Support for Remote Repairs: Due to the scarcity of parts and the complexity of revision histories in vintage products, EMM Labs and Meitner Audio do not support remote repairs for these units. Field repair attempts can risk further damage and are not authorized. We will not provide measurements, schematics or parts lists for repairs on vintage units.
2. Factory Repair Requirement: To request a repair for a vintage EMM Labs or Meitner Audio product, the unit must be returned to the EMM Labs factory in Canada for servicing. No exceptions will be made.
3. Power Supply Repair Option: If the repair pertains solely to a power supply, customers may have the option to send in just the power supply for servicing. This will be evaluated on a case-by-case basis and should be pre-approved by EMM Labs Customer Support.
4. Shipping, Duty, and Taxes: Customers are responsible for all shipping costs, duties, and local taxes associated with sending products or components to the EMM Labs factory for repair. EMM Labs is not liable for any additional fees incurred during transit or customs clearance.
5. Service Request Process:
- Contact EMM Labs Customer Support to initiate a service request.
- Provide product details, including the model and serial number.
- Follow the provided instructions for packaging and shipping the product or power supply to the factory.
6. Unauthorized Repairs: Repairs performed by unauthorized technicians or third-party repair shops are discouraged. Such actions can void any remaining serviceability and may render the unit unrepairable due to the scarcity of replacement parts for units older than 15 years.
Customer Acknowledgment: By requesting service or repair for a vintage product, customers acknowledge and agree to the terms outlined in this policy.
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Register Your Product
Click HereRegister your product directly with EmmLabs and Meitner Audio to verify your warranty. Ensure to keep a proof of registration for your records to validate your warranty coverage.
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Get Support
Click HereFacing challenges? Reach out to our support team For personalized assistance with any challenges you face, our knowledgeable support team is here to help.
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