CAE is open Monday-Friday, 10:00 am - 1:00 pm, and 2:00 pm - 5:00 pm, Pacific Standard Time.

WARRANTY SERVICE

An Original Purchase Receipt plus a complete "Description of Problem" are required before Warranty Service can begin. No exceptions. There will be a $35.00 FEE if we must research your warranty.

IMPORTANT! "No Problem Found" or "User Error" are NOT covered under Warranty.

Our Minimum Bench Fee of $125.00 will be charged in the case of a "No Problem Found" or a "User Error" determination, or for any other repairs not covered under the Manufacturer's Warranty.
Please read your manufacturer's warranty for what is and what is not covered!

NON-WARRANTY SERVICE

Minimum Bench Fee is $125.00.
Our labor rate is $125.00 per hour, billed in 1/4-hour increments.
A $125.00 deposit (1 hour labor) is required at the time the gear is checked in.
Most repairs average 2 hours or less. (If a repair will take longer than 2 hours, we will contact you for approval before we proceed.)

Prices do NOT include parts, materials, shipping or any other expenses.

Most repairs are done within 2 weeks or less. This is the normal cycle and may be longer depending upon the availability of repair parts and materials from our vendors. This is an estimated timeframe and is not guaranteed.

Written estimates are prepared for a flat fee of $125.00. (This fee is NOT applied to the cost of the repair. It is an additional fee to cover the administrative costs of writing and processing an estimate.)

Estimates are subject to the current availability of parts and materials, and we are not responsible for changes in price or availability of any replacement parts.

Rush Fee: $95.00 plus $125.00 per hour

Spills: 2 hour deposit required. This allows us to clean the unit, stop the corrosion, and give a repair estimate if necessary. NO WARRANTY ON SPILL REPAIR!

Speaker Reconing: $110.00 per unit with 100% advance deposit required.
Speaker Re-Surround: $90.00 per unit with 100% advance deposit required.
ALL DEPOSITS are due at the time of CHECK-IN and will be applied toward the service.

Service Calls: $175.00 plus 1 hour @ $125.00 ($300.00 minimum), plus $125.00 for each additional hour after the first hour. These rates apply to service calls within a 40-mile radius of our shop. Customer is responsible for assuring parking in close proximity of repair. Parking fees and/or bridge tolls will be billed to the customer, as well.

Data Storage & Retrieval. (Programmed user data, voices, set-up, etc.

User Data Storage (for MIDI units): $35.00.
Cassette back-up: $65.00
CAE is not responsible for memory or other stored cata in units presented for repair.
Data storage is NOT eligible for warranty coverage.

Telephone help, consulting, or email help to repair your equipment yourself is available for $65.00 per hour (1 hour minimum), paid by credit card in advance.

Storage: $10.00 per day charged on all units left over 30 days after completion.
Accessories: CAE is not responsible for cables, pedals or accessories that are not specifically declared at the time of check-in.

Repair service methods of payment include: cash, check (requires valid ID), VISA, MasterCard, American Express, Discover, cashiers check, and money order.

Take special care when shipping Leslie units in for repair. “Z” brackets can get bent during shipment, and careless packaging can result in damage we may NOT be able to repair!

CAE Sound
285 N. Amphlett Blvd.
San Mateo, CA 94401-1805

Ship Freight PrePaid. We do not accept Freight Collect packages.

Please be VERY careful to ship your unit packaged for a safe trip. The best way is to use the factory shipping carton.

We use UPS for items that weigh less than 70 lbs. Our experience with heavier objects is that they frequently get damaged when shipped UPS.

For small items weighing less than 5 lbs., bubble wrap and peanuts work well.

Heavier units must be packed by a professional packing company using foam packing. We use the product called InstaPak Foam. It is a foam that expands to fit the item in the box, and it will absorb shock if needed. The problem with bubble wrap and peanuts is that the peanuts move out of the way of heavy objects, and bubble wrap will crush on the first impact leaving no protection for subsequent impacts.

Use special care with Leslie units. The “Z” brackets that hang the motor in the speaker box often get bent in transit. We recommend that the motors be double-boxed, and if you are sending two, DO NOT ship in the same box. They will crash into each other and cause breakage that we may NOT be able to repair!