A 3 part Summary of our warranty policies, and “The DCCconcepts approach” to after sales service & backup.
• General approach
• Brand by Brand Warranties
• Customer support
General Approach
The CUSTOMER comes first: We understand that problems or product difficulties WILL happen from time to time no matter how well they are made, or how careful you are. We are modellers first and foremost so we DO understand. We will always do our best to help, advise or provide a solution that will leave you smiling.
Great service needs good information to be at it’s best, so please help us with detail and explanations where you can. Here are a few things that make it easy for us to help you quickly and with the minimum of delay.
• Always use the “Point of purchase” as your first reference for problems: We supply our product both “direct” ex web and in some cases, via a network of retail stores. Your first point of contact should always be the point of purchase, and our retail clients are able to make an immediate decision without referral to us (example – no questions decoder replacement under the “Goof Proof” warranty system can be carried out at your local retailer).
Of course, if you purchased directly from us, if you do not receive a satisfactory response from your local retailer or if your retailer seems unable to help you with the problem , please feel free to contact us
NO reseller is empowered to reduce or change DCCconcepts warranty conditions.
• Please CHECK parcels on arrival: We pack well, and check orders carefully, but we are human, so perfection is a constant goal but a rare commodity: If you find damage, shortfalls or errors call or email us immediately. We’ll not let you down.
• Keep receipts and related communication: if you have a product problem, clear evidence of date of purchase or receipt is really important so we can deliver “no problem” solutions quickly.
• Describe any problem clearly: if it’s delivery related, be specific. If it is a product problem we can always do better for you if we know actual symptoms, any idea of circumstances, possible cause etc. We won’t necessarily exclude you from help if the problem is “self inflicted” (For example, We’ve accidentally damaged decoders too) however we can’t give good advice or fix a problem that’s not “real” so give us the REAL information.
•Be logical and fair: This sounds a strange request, but we have known the odd frustrated client to regard customer service as an enemy rather than a place of support. We’d like to resolve problems positively, and yelling never helps!
A fair and reasonable approach will always gain the maximum support. We are people too & if you have a problem, explain and ask rather than yell – after all, we didn’t necessarily cause the problem, but we are the ones who WILL fix it for you.
And we'll try to do it in a way that will leave you smiling – and if we’ve made an error, we’ll FIX it immediately
All Items:
• We guarantee all new items shipped were in good order and condition, complete and “factory fresh” when they were shipped to you.
• Occasionally we may offer special or unique items as “ex demonstration”, however these will ALWAYS carry the same warranties as new items unless special terms are specifically mentioned in writing at the time of purchase.
• We provide after sales service for all “service possible” items directly.
• We do NOT default responsibility to any third party or expect you to deal directly with the manufacturer unless THEY insist on it or you prefer or choose to do this yourself.
• We provide “manufacturer level” warranty cover for all items we sell, irrespective of brand. IE, if the brand offers one year, we do too.
TCS:
• All TCS products are guaranteed to be in good working condition when the leave our warehouse.
• We offer a one-year “goof proof” warranty on all TCS decoders, in other words, no matter HOW it is damaged; we will replace it free of charge.
TCS Conditions:
• We need the decoder and any relevant harness returned to us, with your original receipt or proof of purchase, your name and address, return address.
• We need a clear accurate description of the fault, and WHY you think it happened.
• We do not differentiate between ex factory problem or customer error – if you made a mistake and burned it out, we will STILL replace it free – but we’d like to know WHY it happened!
INTERNATIONAL CUSTOMERS PLEASE NOTE:
We are always happy to help, however we do understand that it isn’t always convenient for you to ship decoders to us.
In this case, TCS worldwide policy is quite clear:
Providing you have clear purchase receipts, it is NOT always necessary to return a faulty decoder to the place of purchase. You may therefore send any faulty decoder directly to TCS or your local TCS retailer can replace it without question WORLD WIDE, and he will receive a new decoder free of charge from TCS when he in turn sends it back to the TCS factory.
LED’s and components:
We source only from the highest quality manufacturers and therefore Light emitting diodes and components are guaranteed to be in perfect condition when they leave us, however we are unable to offer warranty, as we cannot control either the quality of soldering nor their application. If you have a problem please do contact us, however please note the following:
• Soldering should always be with a 179-degree melting point silver/lead/tin solder or its lead free equivalent, and temperature at the diode leads should never exceed 220 degrees for more than 2 seconds. We stock this item in smaller reels if you need only a little (saves you buying a 500 gramme reel that will last several lifetimes and cost more than you need to spend!)
• If you are not confident with a soldering iron then Silver-conducting paint (we sell it) is an acceptable connection method for low current LED’s. We stock silver conductive paint which is inispensable for adding detecting resistors to axles, installing SMT type LED's in hard to get at places or just to save you having to make fiddly solder joints! A bottle will last a long time if looked after!
• LED’s, especially all versions of white LED’s, are static sensitive. Always use normal static precautions when handling LED’s
• An LED must always be used with an appropriate value resistor.
All other items
• "OWN Brand (DCCconcepts)" products and exclusive items all carry a full parts and labour warranty for ONE YEAR from date of purchase. This warranty covers manufacturing faults and unreasonable failure of any kind, however abuse, misuse or incorrect application will invalidate all warranties. Please read the specific warranty statements enclosed with the product if provided.
• MASTERswitch carries an unconditional replacement warranty. All other "Branded" products all carry the manufacturers warranty.
• ALL mains connected items carry the required C-tick certification and are NOT consumer serviceable. Should ANY mains related item need service it must be carried out by a qualified repairer. We recommend return to us.
• We require any product requiring return for service purposes to be sent “freight paid” – however we will pay any freight costs incurred in returning warranty service items to you.
• We will charge service on all "out of warranty" items. Any freight costs relating to non-warranty repairs will be charged at cost.
Customer Support
We value you as an ongoing client, so invite you to contact us with any questions, queries, or whenever you need advice, application help or have concerns of any kind.
You will find a full set of contact information here
