Warranty

Watch the video below as Dan walks you through submitting a warranty.
 

 

 

Warranty Submission Rules

  • All Warranties must be registered prior to mailing – this includes dealer/distributor submissions. If you do not register your warranty, it will be declined in the event efforts to contact you fail.
  • Multiple products may be registered under the same RMA number (10 Max).
  • Decoders, Motherboards, and Keep Alive® are covered under a ONE YEAR “goof-proof” warranty which covers manufacturer defects, burns, shorts, physical damage, and operator error. The decoder will be repaired or replaced within one year of manufacturing even if the operator accidentally damages it.
  • Decoders determined to be out of warranty (CVs 250, 251, and 252 read to be more than 1 year from date of submission) will be charged an upgrade fee.
  • Non-sound decoders determined to be outside of the warranty period may be replaced for $16 USD.
  • TCS will honor the warranty on decoders determined to be out-of-warranty IF a valid receipt of purchase within the last 90 days can be provided. The replacement fee will be waived in the event a valid receipt can be provided.
  • Do not include harnesses or Keep Alive® units with your decoder unless you are submitting a warranty on a Keep Alive® product.
  • Products submitted may NOT be exchanged for different types of products unless the product submitted has a newer revision or has been made obsolete.

Warranty Submission Process

  • If you are unsure if your decoder is damaged, or have any questions regarding its performance, visit our Technical Support section, follow our Troubleshooting Guide, or contact tech support at: Phone: 267-733-3408
  • If you are not a registered customer, use the "Register" button to Create an Account and enter your information.
  • Enter your e-mail address on the registration page.
  • Select the number of products being submitted (10 max per RMA).
  • Use the drop-downs to select the Scale and Product Type.
  • If you are including a motherboard in your return please submit it as a separate product for accuracy in warranty tracking.
  • Use the drop-downs to indicate if burn damage occurred and which functionality failed.
  • Enter a short description of the conditions surrounding the failure in the comments section. If you are submitting a locomotive, please note all relevant information such as model manufacturer, loco type, and road number for proper tracking.
  • When submitting a warranty for sound decoders, you will be automatically prompted about upgrading your decoder. In order to proceed, you must select either YES or NO. The fee for a WOWSound decoder upgrade is $25 USD plus return shipping. A WOWSound decoder of the current production version would not be eligible for an upgrade. Regardless of this fact, you must make a selection YES or NO.
  • If you click YES, you will be redirected to the WOWSound Upgrade registration. If you click NO, you can proceed as a normal warranty.
  • If you are submitting an upgrade, the order confirmation will be emailed to you, and will contain your RMA. This page is to be submitted instead of the typical RMA form. It is not necessary to fill out a warranty second RMA on upgrades or warranty upgrades.
  • Version 3 and older decoders are no longer covered under warranty by TCS. Version 3 and older decoders must be upgraded.
  • If you submit ANY decoder for warranty service, it will be analyzed for its age. You will be billed for the fee(s) for an upgrade on any decoder(s) not covered under warranty. Any ineligible upgrades will be refunded.
  • The fee to upgrade any non-sound decoder not covered under warranty is $16 USD.
  • When all fields have been filled, the “Submit” button at the bottom of the page will become clickable.
  • After pressing “Submit” you will be re-directed to a page with your Returning Materials Authorization (RMA) number. This page must be printed and included in its entirety with the items for return. We recommend keeping an additional copy for your records.
  • You will receive automatic updates from our system via email throughout the process. Examples include date of receival, repairs/replacement processed, and return shipping confirmation.

Proper Packaging Techniques

  • Decoders MUST be shipped in a small box – no envelopes.
  • Warranties are to be shipped to the P.O. Box listed on the RMA form which is also listed on the Contact page of our website.
  • The entire RMA form must be included with the decoder.

 

Submit a Warranty