We are sorry to hear that you are having trouble with Total Recall VR.
In most cases we can diagnose the problem remotely with your help and if we do, then we can send spare parts and instructions on how replace the parts to you. So please contact us before deciding to ship a faulty unit back to the factory to repair.
If diagnosis and repair on site is not possible and you wish to ship the unit back the factory, then read on.
The following will help you prepare the unit for shipment and the associated shipping documents.
Return Merchant Authorisation (RMA):
- Please use the serial number of the unit as the RMA number and place this number on all shipping documentation and the box.
Packing:
- Ensure that the unit is packed well with a lot of padding. Repair of any transport damage is not covered under warranty.
- Ideally, pack the unit in its original box if the box and foam is fit for shipping.
- If you are shipping a Total Recall VR Max Rack or Total Recall VR LinX Omnia unit to the factory, then do not forget to include the power on/off keys in the box. These units have unique power on/off keys.
Shipping (if shipping from overseas):
- Book a return shipment to the factory and back to you.
- Include the return shipment waybill in the box.
- E-mail us an electronic copy of the return shipment waybill.
Shipping documents:
- Include a detailed description of the problem inside the box.
- If the shipment requires a commercial invoice (shipping from overseas), then YOU MUST use the following information on the invoice (if you do not, and we pay import taxes and duties, then these will be billed as repair charges):
- Description: “Faulty Total Recall VR audio recorder returning to the manufacturer to repair and then ship back”.
- Value: AU$500
- HS Code: 8519.81.00
- Reason for Export: Repair and Return
Shipping address:
Prolancer Pty Ltd
2/34a Olive Street
Kingsgrve NSW 2208
Australia