Hardware Service Policy

Q-SYS maintains a global network of authorized service centers strategically positioned to support customers who purchase genuine Q-SYS products through authorized dealers.

To ensure the highest level of service and support, Q-SYS strongly recommends purchasing products through authorized local channels in the same region where the equipment will be used. Service and warranty support may vary depending on the country of purchase.

Q-SYS, along with its distributors, dealers, and authorized service centers, is under no obligation to provide warranty service for products purchased outside the region where service is requested. Any warranty support for such products is at the sole discretion of the local distributor or service center.

Purchasing through an authorized Q-SYS dealer ensures access to reliable product availability, pre- and post-sale support, and service quality that meets Q-SYS standards. Q-SYS stands behind its authorized dealer network to provide customers with the best possible ownership experience.

For all other repair or service needs, you may begin the process by visiting the Return Product for Repair page.

This policy is subject to change at Q-SYS’s sole discretion and may be updated at any time without prior notice.

Warranty Statement

Q-SYS offers competitive warranty coverage for most of its products. For full details, please refer to the QSC Warranty Statement.

Discontinued Products

Repairs of discontinued products are carried out on a best-effort basis, as service parts may be limited or no longer available. A comprehensive list of all discontinued products is available in the Discontinued Products page.

End-of-Service  (EOS Policy)

Q-SYS commits to providing repair and support for discontinued products for a minimum of three (3) years or until the product warranty expires. After this period, Q-SYS will make commercially reasonable efforts to continue servicing the product. The decision to end service depends on component availability, software and hardware compatibility.

Software Support for Discontinued Products

SQ-SYS provides software support on discontinued products for a minimum of three (3) years or until the product warranty expires. Software support is delivered in standard Q-SYS Designer Software or the Long-term support release version (LTS).

Personal Property and User Settings

Upon completion of repairs, Q-SYS will restore the product to its factory default settings. Customers are advised to back up any data or configurations prior to sending in their equipment. Q-SYS is not responsible for the loss of personal property, data, or user-defined settings during the repair process. 

Packaging for Return to Q-SYS for Repair

All products returned to Q-SYS must be securely packaged in a durable shipping container with sufficient protective packing materials. Q-SYS is not responsible for any damage incurred during transit due to inadequate packaging or mishandling by the shipping carrier. 

Shipping

For in-warranty repairs, customers are responsible for all inbound shipping costs when sending products in for repair, as well as any additional outbound shipping charges beyond standard delivery service. Q-SYS will cover the cost of outbound shipping using a standard delivery service. 

For out-of-warranty repairs, or if a repair estimate is declined, the customer is responsible for all associated shipping costs, including both inbound and outbound shipments.

  • Inbound Shipping: Customers are responsible for all shipping expenses associated with returning the product to QSC or selected authorized service partners regardless of the warranty status.
  • Outbound Shipping for Repairs Completed as Warranty: QSC will ship the completed repair back to the customer using a standard ground delivery service.
  • Outbound Shipping for Repairs Completed as Non-Warranty: Customers are responsible for all outbound freight expenses associated with the repair.  Outbound shipping of declined repairs will be treated as completed non-warranty repair.

Unreturned and Abandoned Product Handling

If a repair request is generated, Case or a Return Merchandise Authorization (RMA), and the customer’s product is not received within forty-five (45) days, the case will be considered inactive and will be closed automatically.

Equipment abandoned for more than forty-five (45)   days, due to lack of customer communication or failure to provide payment for repair services, will be considered abandoned. Q-SYS reserves the right to return or scrap such abandoned items at its sole discretion.

Repair Turnaround Times

All repair lead times provided by Q-SYS are estimates and may vary based on the results of the initial evaluation and the availability of required service parts. Q-SYS will make every effort to complete repairs as quickly as possible, actual turnaround times may vary and cannot be guaranteed. 

Repair Warranty

All repairs performed by Q-SYS are covered by a limited warranty for a period of ninety (90) days from the date of service. This warranty covers the specific work performed and parts replaced during the repair.

Labor Rate

All repairs performed by Q-SYS are covered by a limited warranty for a period of ninety (90) days from the date of service. This warranty covers the specific work performed and parts replaced during the repair.

Labor rates are categorized as follows:

  • Warranty Repairs
    • No charges apply.
    • Covered under the terms outlined in the Global Warranty Statement.
    • Discontinued products are supported for a minimum of three (3) years or until the original warranty period expires, whichever is longer. If a repair cannot be completed due to unavailable components or parts, Q-SYS will provide a replacement, either a refurbished unit of the same model or a functionally equivalent alternative.
  • Non-Warranty Repairs of Active and Discontinued Products
    • A minimum one (1) hour labor charge applies.
    • Parts are not included and are billed separately.
    • All repairs on discontinued products are conducted on a best-effort basis, with no guarantee of full restoration or long-term support due to product discontinuation. Service is offered solely at the discretion of Q-SYS; and it is based on availability of material and resources.
    • A flat-rate repair pricing with an extended repair warranty period is available for select products in certain regions.

Service Fees

Our service fees encompass the following:

  • Evaluation Fee (Current Production Items): Applied when no issue is found with the product, or if the repair estimate is declined.
  • Evaluation Fee (Discontinued Products): Applicable to products that are classified as discontinued, when no issue is found or if the repair estimate is declined.
  • Expedited Service Option: Offers next-business-day evaluation of the equipment. Please note that this service does not guarantee completion of repair work by the next business day.  Check with your local office for available options.

Service fees vary by region. Please contact your local office for details.

Payment

Units will not be repaired until payment has been received and processed. Your local Customer Care agent will provide information on available payment options. Please note that personal checks are not accepted.