Support
Our promise of quality doesn’t end after a product leaves the factory. For help, call or email our Service & Support team Monday - Friday 9:00 AM to 5:00 PM (ET•GMT-4).
support@westernelectric.com
+1 404-352-2000
REQUEST GENERAL SERVICE REPAIR
Please provide us with as much relevant information as you can. We ask that you allow 3-5 business days for our support staff to field your request.*
*In order to return a product for evaluation and repair, you must first receive a Return Materials Authorization (RMA) number. RMA numbers are assigned by support staff after a request is authorized.
300B WARRANTY SERVICE (RMA)
In the unlikely event that your listening experience is interrupted and the cause can be linked to your 300B(s), we will work with you to find a solution through the Return Materials Authorization (RMA) process. This process is handled by email from start to finish.
WARRANTY STATUS
RMA support is limited to original owners with a valid warranty. Valid warranty means:
You are within the Limited Warranty period of ninety (90) days from date of purchase or the Extended Warranty period of five (5) years from date of purchase. Replacement tubes inherit time elapsed under warranty by their original(s).
The physical Extended Warranty registration card included with your 300B(s) was filled and returned within ten (10) days of purchase. Instructions are included with each 300B. If you made a new purchase and cannot satisfy the ten (10) day rquirement, return the cards at your earliest possible convenience and email support@westernelectric.com with your reason for delay in order to avoid rejection.
AUTHORIZED DEALER
If your 300B was not purchased from Western Electric and you wish to initiate the RMA process, contact your Authorized Dealer after reviewing the information below, as dealer policies vary. 300Bs associated with return and/or replacement decisions made outside of our control remain subject to the Western Electric warranty policy and RMA process.
1. Getting Started
Before initiating the RMA process, please review the full 300B Warranty Policy. A printed copy is included in the original packaging and linked here for your convenience. We also recommend reviewing the frequently asked questions posted here.
To initiate the RMA process, email support@westernelectric.com explaining your reason for return. RMAs are processed thoroughly on a case-by-case basis, so be sure include all relevant details regarding problematic tube behavior. You will receive a response within 1-3 days typically.
2. Authorization
After reviewing your submitted information, we may authorize your tube(s) for return. If so, you will be assigned an RMA number, confirmed by an official form (PDF) that lists the tube(s) authorized for return.
3. Inbound Shipping
Safely package your 300B(s) and tender to a reliable courier with tracking (FedEx, UPS, DHL) using the instructions on the form.
A physical, printed copy of your RMA form must accompany the inbound shipment. All inbound shipments without a printed copy of the RMA form will be rejected and returned to the sender. Only return the tubes listed on the form. Do not include additional tubes unless advised by Western Electric.
Do not return wooden boxes. Outbound RMA shipments will be held until payment for the extra volumetric weight plus a $25.00 handling fee is collected.
4. Testing, Evaluation, & Determination
Once safely received, your tube(s) will be sent for testing and evaluation. We perform the same tests and measurements used during manufacturing for stability and long life, with additional listening tests in some cases.
Due to the complex nature of electron tube operation and widely varying amplifier configurations, it may not be possible for our engineers to reproduce and observe the exact problem(s) you report. Our goal is to inspect the tube for any manufacturing defects actively affecting tube performance.
Our determination(s) regarding replacement and/or other next steps will be sent by email. All determinations are final, as stated in the Western Electric 300B Warranty Policy.
5. Replacement (if applicable)
If replacement is required, a new, matching tube will be prepared for shipment on the same day if possible. You will be notified via email with outbound tracking information.
Note: Tubes are replaced on a one-to-one basis (single in, single out), not as matched sets. We maintain a complete, comprehensive database of our electron tubes, guaranteeing replacements match within the parameters of your original set.
DELIVERY, RETURNS, & REFUNDS
Click here to learn what to expect regarding order delivery, returns, and refunds. Policies vary from product to product. Refer to the policy included with your product’s original packaging for details or contact us with any questions or concerns.