Service & Repairs FAQs

General FAQs:

1. What do I need to do to send my unit in for service?
2. What is your repair warranty period?
3. Where are your locations?
4. What does the repair experience involve?
5. What is the typical turn-around time and cost for repairs?
6. How do I get a free evaluation charge?

General FAQs:

1. What do I need to do to send my unit in for service?

Complete, print and return the Service Request Form along with your product. For faster Out of Warranty service pre-approve a service repair amount and include method of payment on the Service Request Form. To go to the Service Request Form, click here.

2. What is your repair warranty period?

90 days for work related to the original repair done by Superscope.

3. Where are your locations?

All work is performed by Superscope at our headquarters in Geneva, IL. Walk In, Mail In and International service request are welcome. Superscope is a carry-in and mail-in service center only. Sorry, we do not offer in-home repairs

4. What does the repair experience involve?

Once received, your unit will be logged in and given a service repair number. Repairs are done on a first come, first serve basis. Once your unit is assigned to a technicain, an estimate will be created and we will call you to discuss what is required for the repair and request a method of payment. After approval, any required parts are ordered and once we have all needed items your unit will be completed and returned to you via FedEx Ground or USPS. In-warranty and pre-approved repairs will be completed and returned as soon as all needed items for the repair have been received.

5. What is the typical turn-around time and cost for repairs?

Typical turn-around time is 5 to 10 business days from our receipt. This can vary based on the in-house workload. We welcome you to contact us for our current turn-around time estimate. Estimates are based on the actual diagnosis of the unit. Except for our audio tune up specials, we do not provide flat rate repairs. For a general idea of typical repair cost for your product, please visit our service rates page.

6. How do I get a free evaluation charge?

Simply approve your estimate! All out-of-warranty estimates that are approved by our customers are relieved of the evaluation charge. Refused estimates are subject to a $50 charge except for Video Projectors and Monitors. Refused estimate charges for Video Projectors and Monitors is $200.



Repair FAQs:

7. Can I rush my unit in for immediate attention?

Backlogs and turnaround times will vary, but a rush repair option is available for an extra charge of $50. Note: when requesting rush repair, please keep in mind that turnaround time for the repair will be subject to parts avilability and delivery time from the manufacturer

8. Can I talk with a repair technician about my symptoms?

When you contact Superscope's Service Department you will be talking to a trained technician. We will be happy to discuss your repair needs with you and offer guidance on how to best approach your service issue. Superscope is an independent service facility and does not offer repair support or operational assistance unless we are or have done the service work on the product. General product and repair assistance for units prior to being returned to Superscope can be obtained by contacting the manufacturer of your product.

9. Do you sell replacement lamps, filters and accessories and service parts?

Yes! Superscope has partnered with APO International to supply replacement non OEM lamps and housings for most projectors currently in use. APO has provedn to be a very reliable source for projector lamps, utilizing the top of the line bulb manufacturer's including Philips, Osram, and Phoenix. We alos offer direct from the manufacturer lamps and filters for Eiki, Runco and Marantz. Superscope also offers many common used accessories, and service parts for Superscope, Marantz and Marantz Professional products. For more information on these offerings please visit our lamps and filters page or our parts and accesories page.

10. How do I check status of my repair?

Prior to contacting us for status of a repair, please track your shipment to assure we have received your unit at our location. Once receipt has been confirmed, please give up 2 days for your unit to be logged in and entered into the repair que. Repair status can be obtained by calling our service department at 800.374.4188 M - F 8:00 am to 5:00 pm CST. Please reference the business or contact name when calling us about a repair.

11. What methods of payments does Supersocpe accept?

We accept VISA, MasterCard, Discover, American Express, Check, Money Order and PayPal for all transactions requiring payment in advance. We also accept Purchase Orders from Resellers who already have terms with us and from government agencies and educational facilities. Credit cards are not charged until services are rendered.



Order FAQs:

12. How do I order Lamps, Filters, Accessories and Service Parts?

Sorry, we do not offer these items for purchase on our web site. To order please contact our Service Deaprtment at 800.374.4118, ext. 396 M - F, 8:00 am to 5:00 pm CST

13. I placed an order today, when will it ship?

Typically orders will ship out the same day if item is in stock and order placed before 12:00 pm CST. You can check stock status with our representative at the time of placing your order. Out of stock items will ship immediately upon receipt from our supplier through the shipping method you selected. If a preference was not given at the time of the order, Superscope will ship using either FedEx Ground or USPS based on the size and value of the order. Superscope does not ship on weekends or major holidays.

14. I need my order to ship overnight, do your offer expedited shipping?

Yes, for an additional fee Superscope can arrange for Overnite, 2 day, 3 day shipping services. We recommend you request expedited shipping at the time of placing your order to ensure the item(s) is in stock and that your area is covered by overnight or expedited service.

15. How do I cancel my order?

You must contact Customer Support to cancel an order. Orders for items in stock can be cancelled prior to shipment. Orders for products purchased to fill your order can only be cancelled if Superscope can cancel the associated purchase order without incurring any charges from our supplier. A 25% charge will apply to any approved cancellation that has been advanced ordered from our suppliers or has shipped to you prior to the cancellation.

16. How do I return the item I ordered?

All sales are final. If we decide to make an exception a 25% restocking fee may apply. Please contact our service department for authorization prior to returning any item for a refund.

17. My item arrived damaged at Superscope due to shipping – what can I do?

If damaged is detected during our receiving process, we will contact you to discuss the extent of the damage and assist you in your efforts to file a claim with the carrier. We highly recommend that you insure your unit at the time of shipment and that you utilize sufficient and appropriate packaging to protect it. Superscope is not responsible for damage that occurs during transportation to us. Please package your unit cafefully and insure the unit for replacemnt cost value. Insurance on the return from Superscope is included in the estimate of repair given to you once unit is evaluated. If the unit arrives to you damaged, save the packaging materials, take digital pictures, and contact Superscope for instructions on how to proceed.

18. What are the typical and minimum shipping and handling charges for orders?

Typical shipping and handling charges on Lamps, accessories and service parts is approximately 5% of the order total. Minimum shipping charges for these orders is $7.50. Orders must total over $12.50 (shipping included) to be accepted and processed.

19. Does Superscope offer service and sales from international locations?

Yes, Superscope operates on a worldwide basis and is verse in shipment to and from countiries on a global basis (excluding prohibited/sanctioned countires). Non-US countires can obtain additonal information on returning your product for service or ordering Lamps, accessories or service parts via email through our international inquiry. To access our international contact form please click here.

20. How can I contact Superscope?

You can contact Superscope by phone M - F, 8:00 am to 5:00 pm CST at 800.374.4118 or by fax to 630.232.8900. To contact us by email please click here. Superscope is located at 1508 Batavia Ave., Geneva, IL 60134/ For directions to our Geneva location click here.



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