508-927-8403
Repair Policy
Repair Policy
Wireless Film Lights Inc. Repair Policy
At our service center, we are committed to providing top-quality repair services for Astera LED theatrical and special event lighting. Our skilled team offers both warranty and out-of-warranty repairs, striving to bring you the best customer service experience possible. Here are our repair policy details:
Warranty Repairs:
For lights purchased at Wireless Film Lights, Inc., we honor the Astera LED’s 24-month warranty on parts and pieces, along with a special extension of the manufacturer’s battery warranty from 6 to 12 months exclusive to our customers.
Please note, the warranty does not cover damage due to accidents, drops or falls, negligence, or misuse of the product. For instance, our products are typically rated IP65. This means they are dust-tight and protected against low-pressure water jets from any direction, but they are not meant to withstand being submerged in water or left out in heavy rain for an extended period of time. Therefore, any damage caused due to such misuse will not be covered under warranty.
Ensure to provide proof of purchase and warranty details at the time of repair submission. If your receipt is unavailable, we can often verify your purchase using the product’s serial numbers. Please note, warranty services can only be claimed if the terms of the warranty cover the product’s damage.
Out-Of-Warranty Repairs:
We perform out-of-warranty repairs for lights bought from any location. Charges for these repairs will vary based on the nature and complexity of the repair.
Repair Fee:
A bench fee of $60 will be charged for each light or item sent for repair. This fee covers the diagnosis, inspection, and basic repair labor for the lighting equipment. However, there may be additional labor costs for water-damaged lights, those with extensive damage, or when an accurate estimate based on visual inspection is required as these scenarios often require more intensive labor. In these rare cases, we will notify you about any additional labor charges in advance.
Discounts:
VIP Program: Customers who have purchased their Astera LED lighting directly from Wireless Film Lights, Inc. are automatically enrolled in our VIP Program. VIP members enjoy expedited service and a special VIP discount on out-of-warranty repair costs.
Loyal Customer Discount (name subject to change): Regular customers who have previously done business with us (either through repairs, purchases, or rentals) but are sending lights purchased elsewhere for repairs will receive a Loyal Customer Discount. This discount is less than the VIP discount but is our way of saying ‘Thank You’ for your continued trust in our services.
Standard Rate: For new customers sending in lights purchased from other locations, we promise competitive pricing, excellent service, and a full inspection to ensure your repair needs are adequately addressed.
Repair Submission Procedure:
All repairs must be preceded by a repair authorization request through our online form Repair Authorization Form. This form will gather all relevant details about the issue, allow you to upload proof of purchase, and provide you with a Repair Authorization Number required for repair service. Upon completion of the form, you will also receive your VIP code for those who qualify.
Expected Repair Timeline
While we do not guarantee specific turnaround times due to the varying nature and complexity of repairs, we strive to provide timely service. VIP customers can typically expect their repairs to be completed within 7 to 10 days after we receive the lights. Other repairs, including out-of-warranty services, are usually completed within 2 to 3 weeks. Please note that these timelines can be influenced by factors such as the specifics of the issue, parts availability, and the current workload of our service center. We appreciate your patience and assure you we aim to deliver quality repairs as swiftly as possible.
Pre-Repair Estimates:
Pre-repair estimates can be challenging without a visual inspection. However, we can provide a non-binding general assessment based on similar issue cases. For a more accurate estimate based on visual inspection, additional labor might be applied. Contact us at 508-927-8403 extension 130 or email us at info@wirelessfilmlights.com with the subject line “Pre-repair estimate” for these requests.
Shipping Policy:
Customers are responsible for the shipping costs to our service center. For warranty repairs, we will cover standard return shipping within the continental US. For all other repairs or if the customer decides not to proceed with the repair after evaluation, the customer will bear the return shipping costs. Please follow general packaging guidelines to ensure safe and secure transit of your lights. This includes using a rigid, good condition box, adequate cushioning material, strong tape designed for shipping, and concealing previous shipping labels and marks.
Shipping Your Lights for Repair
When sending your Wireless Film Lights to us for repair, it’s vital that you pack them carefully to prevent any further damage during transit. While we do not endorse a specific carrier, we recommend you choose a reputable one, such as UPS, FedEx, or USPS, who can provide you with detailed packaging guidelines.
Pay special attention to their packaging requirements, as not meeting these could result in the carrier refusing to pay out on a claim. In general, we suggest using double-walled boxes when appropriate and ample packing materials to protect your lights.
Furthermore, we strongly advise you to insure your shipment for the replacement value of the light. This will ensure that you are covered in the unfortunate event that your package gets lost or damaged in transit. If Wireless Film Lights arranges the shipment, rest assured that we have a comprehensive shipping insurance policy in place.
If someone else is shipping these lights on your behalf, it’s crucial to pass on these packing and insurance instructions to them. Safeguarding your lights during transit to our repair center is the first step towards getting them back to you in prime working condition. Remember, whether you’re sending in a VIP repair or a standard one, a well-packed light stands the best chance of a safe journey.
Customer Web Portal for Repair Status Updates
We are committed to maintaining transparency with our customers during the repair process. To this end, we are proud to offer a comprehensive Customer Web Portal. This portal gives you the ability to check the status of your repair, view your invoice history, and preview as well as approve or decline repair estimates.
We believe in maintaining open communication with our customers. Our Web Portal is a testament to our commitment to provide you with the best possible service experience.
Unclaimed Items Policy
We understand that circumstances can sometimes prevent you from picking up your repaired items promptly. To accommodate this, we will hold your repaired items for a period of 60 days from the date we notify you that your repair is complete.
During this period, we will make multiple attempts to contact you through the phone number and email address provided in your repair authorization form. If we cannot reach you, we will send a final notice by registered mail to the address provided, informing you that the item will be considered abandoned if not claimed within 30 days from the date of the notice.
If after 60 days from the initial notification, your item remains unclaimed, we will consider the item abandoned. As per local law, abandoned items may be disposed of, sold to recoup the costs of repair and storage, or used for parts, at our discretion.
Please note that it is your responsibility to update us with any changes in your contact information. We cannot be held responsible for unclaimed items if we have made reasonable attempts to contact you.
Payment Process
We accept a wide variety of payment methods to make it easier for you to finalize your repair service. You may choose from the following options: the four major credit cards (Visa, MasterCard, American Express, and Discover), PayPal, cash, ACH, wire transfer, or check.
Please note, all payments must be received and cleared before we can return your repaired items. The clearance process may vary based on the payment method used. For example, checks may take several business days to clear.
One exception to this rule applies to customers who have been granted credit terms with us. These customers can provide a written purchase order in lieu of immediate payment. The purchase order must be received before we release the repaired items.
Keep in mind that the choice to accept any payment method, or to release repairs prior to payment clearance, is solely at our discretion. We will inform you if there are any issues with your chosen payment method or if additional information is required.
We strive to make this process as smooth as possible, and we appreciate your understanding and cooperation.
Thank you for choosing our service center for your Astera LED lighting repair needs. We appreciate your business and look forward to serving you.