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USAGuidelines
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U.S. Dealer Stock Service Policy and
Guidelines (for non-
field servicable products) |
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Store Stock Warranty
Thomson's warranty for store stock units is 12 months from the date of manufacture. All service (repair or exchange, depending on the product) outside of this 12-month warranty period, or service not covered by the manufacturer's warranty, will be billed at the applicable out-of-warranty rate (contact Thomson for current rates).
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How to Obtain Store Stock Repair & Return or Exchange Service
Prior authorization is required for ALL products shipped to Thomson for Repair & Return (R&R) or Exchange. Unsolicited products will be returned. To obtain authorization, see below.
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1. Contact Thomson Dealer Support:
-You must have a Thomson Service Billing Account Number before you request SRs through this method. If you do not have your account number or need to request one, contact Business to Business Support. You may also call this number for status on current Service Requests. If you need to apply for a Service Billing Account number, click the following link for an application:
(Adobe Acrobat Reader software application is required to view/print this application)
Thomson Service Billing Account Application
-For 1 or 2 units, call Thomson at the number below. Have product and store information ready.
Contact: Business to Business Support
Phone: 1-866-449-7108
-For 3 or more units, click on the link below and fill in the required information. Then click on the submit button at the bottom of that page.
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2. All units are checked for prior consumer product registration. Warranty status for units that are registered is determined by the date of purchase. The standard consumer warranty is 90-days labor and one year parts.
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3. A Thomson representative will assign a unique Service Request (SR) Number for each unit to be processed. You will receive a return fax or email indicating the warranty status and any payment that is due, based on the information provided.
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4. Write the assigned SR Number clearly on the OUTSIDE of the correct unit's shipping carton. For multiple units, write the correct SR number on the outside of each carton. Please ship separately or include printout of the returned information from Thomson that includes the SR numbers.
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5. Remove all accessories (including access card, remote control, cables, manuals, etc.) and store in a secure place. Do not ship ANY accessories with the product. Thomson will not be responsible for any returned accessories. |
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6. Ship the product to this address:
Thomson
11721 B Alameda Ave.
Socorro, TX 79927
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7. Units with payment due will not be processed until payment is received. (If payment is not received within 30 days from date of product receipt, the product will be returned AS-IS. Any future service on the unit will require a NEW Service Request Number.)
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8. Thomson will process the unit and return it to your store. This process will take approximately 10-15 business days from date of receipt at Thomson, or from date payment is received, whichever is later.
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9. Product must be received within 30 days of obtaining an SR number to avoid significant delays.
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Dealer
Stock Service Request Form |
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Third
Party Request for Consumer Form |
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