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 an RI 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.
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 repair invoice number for warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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
faxed in with the RI/RA Request fax form, or submitted electronically via the online request form. The fax and online forms can be accessed from the "Forms" section
of this web page.
2. Once the RI request is received, the Technical Support Department will issue an RI for the return of the defective product. An RI confirmation form will be either faxed or 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 freight prepaid, and 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 it may be ordered through the Technical Support
Department. 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.
5. Once the product has been repaired, it will be shipped back prepaid. If the product has been shipped in via expedited shipping, it will be returned via the same expedited shipping method.
All repairs ship with a signature required to ensure safe delivery of the repaired unit.
To obtain a repair invoice number for non warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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. The fax and online forms can be accessed from the "Forms" section
of this web page.
2. Once the RI 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 RI for the return of the defective product. An RI confirmation form will be either faxed or 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 freight prepaid, and 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 it may be ordered through the Technical Support Department.
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.
5. Once the product has been diagnosed, if the repair cost is $150 or less the component will be repaired and the repair charges will be charged to the supplied credit card at this time. If the repair costs exceed $150,
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 $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.
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 Service Procedures
The terms of B&W's warranty include a parts and labor warranty to be provided by B&W loudspeakers 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 loudspeaker to B&W for repairs. If the speaker does need to be returned to B&W for repairs under warranty, a repair invoice (RI) number must be obtained prior to shipping the product in for repair. If the speaker is out of warranty, it is still recommended that the speaker be serviced at the local B&W dealer in order to avoid possible shipping damage to the speaker cabinet.
To obtain a repair invoice number for warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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 faxed in with the RI/RA Request form, or submitted electronically via the online request form. The fax and online forms can be accessed from the "Forms"
section of this web page.
2. Once the RI request is received, the Technical Support Department will issue an RI for the return of the defective product. An RI confirmation form will be either faxed or 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 B&W freight prepaid, and insured if desired. When returning a complete loudspeaker to B&W, 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 it 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.
5. Once the product has been repaired, it will be shipped back prepaid. If the product has been shipped in via expedited shipping, it will be returned via the same expedited shipping method.
All repairs ship with a signature required to ensure safe delivery of the repaired unit.
To obtain a repair invoice number for non warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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. The fax and online forms can be accessed from the "Forms" section of
this web page.
2. Once the RI 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 RI for the return of the defective product. An RI confirmation form will be either faxed or 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 B&W freight prepaid, and insured if desired. When returning a complete loudspeaker to B&W, 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.
5. Once the product has been diagnosed, if the repair cost is $150 or less the component will be repaired and the repair charges will be charged to the supplied credit card at this time. If the repair costs exceed $150,
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 $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 B&W at no cost.
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.
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 repair invoice number for warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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 faxed in with the RI/RA Request form, or submitted electronically via the online request form. The fax and online forms can be accessed from the "Forms" section of this web page.
2. Once the RI request is received, the Technical Support Department will issue an RI for the return of the defective product. An RI confirmation form will be either faxed or 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 the address specified on the RI label, freight prepaid, and 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 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.
5. Once the product has been repaired, it will be shipped back prepaid. If the product has been shipped in via expedited shipping, it will be returned via the same expedited shipping method.
To obtain a repair invoice number for non warranty repair:
1. Supply a completed RI/RA Request Form to the Technical Support Department. 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. The fax and online forms can be accessed from the "Forms" section of
this web page.
2. Once the RI 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 RI for the return of the defective product. An RI confirmation form will be either faxed or 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 the address specified on the RI freight prepaid, and 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 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.
5. Once the product has been diagnosed, if the repair cost is $180 or less the component will be repaired and the repair charges will be charged to the supplied credit card at this time. If the repair costs exceed $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 $90 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 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.