Warranty Policy and Additional Information
Last updated 241227
Not every installation goes well and not every product is perfect. Failure is frustrating.
DCC Decoders manufacturers understand this but please understand each manufacturer has their own unique policy and procedures. This page is provided by SBS4DCC as a reference only to consolidate this information for the product lines we represent. This information is subject to change and the manufacturers information is always the primary resource.
Please understand this information is provided by the manufacturer and their respective website is always the official source of information. SBS4DCC will work diligently to provide direction, guidance and information to assist you in resolving these situations as best we can. SBS4DCC does not intervene in the warranty process except as noted and will never usurp the manufacturers policy nor be liable for products beyond the manufacturers stated policy.
Please understand, DCC products are made of components that are subject to the invisible forces of electricity as defined by Ohms Law (V = I x R) and can be easily damaged without knowledge or intent by the forces of ESD (Electro Static Discharge).
Returns will only be accepted for new and unused product. Open items not returnable or refundable. Any issue with an open item must be resolved through the warranty process. CLICK HERE to view our Return Policy.
Streamlined Backshop will warrant decoder installations and custom-made products for a period of 14 days from date of shipment for failures resulting from a faulty installation or assembly. This warranty does not cover failures as a result of erased, lost, or modified programming, mis-handling or mis-use of the product. This warranty covers time and materials only.
Non-functioning open items, specifically electrically energized merchandise, must be handled as warranty as described below. ANY DCC DECODER, COMMAND STATION, THROTTLE OR OTHER DCC PRODUCT THAT HAS BEEN OPENED AND/OR ENERGIZED WITH ELECTRICITY MUST BE HANDLED AS WARRANTY... NO EXCEPTIONS.
Discrete electronic components including capacitors, LED's and resistors as well as electro-mechanical components including relays and speakers are not covered by any manufacturers warranty. Loading of sound files on DCC decoders is a free service offered only for the buyers convenience and is not a warrantable service.
Please note and please understand, once a product is removed from the OEM packaging, even a decoder for programming, the product is classified as used. Defective open items are subject to warranty and are not eligible for return or replacement. These are the manufacturers terms not ours.
Additionally, any returned merchandise that is not in the original, sealed OEM packaging is considered used/pre-owned. When you purchase DCC products from SBS4DCC, you are expecting to receive a new item (unless stated otherwise). You would not want an open, used item either.
The buyer is responsible for all shipping charges associated with warranty submissions made to SBS directly. This includes all charges associated with shipping to and from the manufacturer as well as to and from SBS4DCC. Charges are based on the USPS market rate at time of shipping and the actual charges incurred by SBS4DCC as part of the warranty submission process.
Digitrax
https://www.digitrax.com/support/returns/
All warranty matters are handled by Digitrax directly. Please use the link above for details and instructions about the process.
ESU
http://www.esu.eu/en/support/warranty-repair/
https://sbs4dcc.com/pages/more-info/contact-us.html
ESU products are warrantied for 2 years after date of purchase by end user. Please note that only claims with proof of purchase can be accepted. ESU LLC will be unable to process warranty claims if the customer cannot provide documentation.
Please include a brief description of the problem (a copy of this email is sufficient) and you MUST include proof of purchase with the shipment. ESU will not accept any warranty submission without proof of purchase. Requests for repair or replacement of eligible products should be sent to ESU directly.
Please ship in a box or other rigid package. Decoders and connectors are easily damaged in padded envelopes and other similar mailers. I will not evaluate or warrant a decoder that is obviously damaged in shipping due to improper packaging.
If returning SBS4DCC directly, please include $10 per decoder for shipping and handling. Payment can be by check or by PayPal to this email address or it can be made online… CLICK HERE.
The shipping information follows.
Bryan ViancoStreamlined Backshop22638 Pin Oak DrAthens, AL 35613Please note, the buyer is responsible for all shipping charges associated with warranty submissions to SBS directly. This includes all charges associated with shipping to and from the manufacturer as well as to and from SBS4DCC. Charges are based on the USPS market rate at time of shipping and the actual charges incurred by SBS4DCC as part of the warranty submission process.
Warranty matters can handled by SBS4DCC directly or by contacting ESU Support to resolve the issue. Please use the links above for details and instructions about the process.
New ESU Ship-To Address EFFECTIVE August 19, 2024
ESU LLC3625 Betty DrSuite AColorado Springs, CO 80917
Finally, before returning for evaluation, here are a couple of basic/common trouble shooting steps you should consider that may or may not apply to your situation.
Try to do a decoder reset (CV8=8 then cycle power to decoder) and to manually write firmware using the menu option in LokProgrammer if available.
Double check all connections to be sure it is not a continuity issue. This is a common problem and there are usually at least six connections between programmer and decoder (PC – LokProg/CommStat – Track – Wheels – Pickups – Pickup Wires – Decoder), sometimes more.
Be sure the decoder is programmed with a sound file. ESU decoder ship to us blank (or mute, or no pre-loaded sound file, or...) unlike other decoder options that we offer. The ESU Sound File Library offers hundreds of highly detailed and extremely precise sound options for North American and European prototypes for modelers to choose from. Each decoder is tested for motor sound (F8) and Horn (F2), motor control at SS4 in FWD, and front headlight control (F0) after programming to insure the file loaded properly. If you do not request a file when ordering, the decoder will be mute (or maybe only make some random sounds used for testing in manufacturing).
Many ESU decoder models are actually a decoder mounted on an adapter board. Be sure the decoder part of these models is properly seated in the connector. For example, model 58921 is actually a model 58928 Nano decoder mated to an adapter board in the same way a 58429 21MTC decoder mates to an adapter board.
It’s always a good idea to reseat the decoder on the adapter board and double check for “sneak shorts”, places where it is not obvious but the edge of a board or component with exposed electrical trace is making contact with something it shouldn’t.
For ESU N Scale “drop-in” decoders, be sure the motor and speaker contacts/solder pads as well as any exposed “programming pads” are properly insulated from the models frame and that the power contacts/solder pads are making good contact with model’s frame.
NCE
https://www.ncedcc.com/system-registration
https://www.ncedcc.com/service-information
Decoder Warranty
SoundTraxx
https://soundtraxx.com/support/support-staff/
https://soundtraxx.com/content/decoderservice.pdf
All warranty matters are handled by SoundTraxx directly. Please use the link above for details and instructions about the process.
TCS
ZIMO
http://www.zimo.at/web2010/sales/kundendienst_EN.htm
http://www.zimo.at/web2010/sales/Reparatur-Formular_en.pdf
You can return the decoder to this store or to ZIMO directly for evaluation / warranty.
Please include a brief description of the problem (a copy of this email is sufficient) and you MUST include proof of purchase with the shipment. ZIMO will not accept any warranty submission without proof of purchase. Requests for repair or replacement of eligible products should be sent to ZIMO directly.
The fastest way to get it back and the cheapest is if you send it to ZIMO directly. There is no fee, other than the shipping charges both ways (ZIMO does not pay for shipping). ZIMO has a pretty good warranty but not an "idiot proof" warranty, meaning that you may have to pay a small fee if you did damage it. The amount is usually determined during the repair but is usually around $20.00.
They have a special repair form to fill out but it is in German, so I would not bother with it. You can send a short description with the following info:
1. Of course, your name, email address and shipping address.
2. Date when you bought the decoder (month/year is close enough) 3. ZIMO dealer you bought it from 4. What kind of DCC system you are using 5. A brief description of what failed: motor outputs, function outputs etc.
6. "Warranty expected" if you think it should be covered by warranty
You can send it in a padded envelope directly to:
ZIMO ELEKTRONIKKundendienst
Schoenbrunner Straße 188
A - 1120 Wien
Austria
Be sure to declare a low customs value, under $50.00. In this case, for a "dead" decoder, I would enter $10.00. If you enter more than $50.00 they may charge duty, which ZIMO would not accept and the decoder would be returned without repair.
If returning here please include $20 per decoder for shipping and handling. Payment can be by check or by PayPal to this email address or it can be made online… CLICK HERE. Please expect extended lead times for items shipped here.
The shipping information follows.
Bryan ViancoStreamlined Backshop
22638 Pin Oak Dr
Athens, AL 35613
Please ship in a box or other rigid package. Decoders and connectors are easily damaged in padded envelopes and other similar mailers. I will not evaluate or warrant a decoder that is obviously damaged in shipping due to improper packaging.
You can find specific information on manufacturer’s warranty here.
https://sbs4dcc.com/pages/the-fine-print-terms-conditions/warranty-policy-and-additional-information.html
Finally, before returning for evaluation, here are a couple of basic/common trouble shooting steps you should consider that may or may not apply to your situation.
Try to do a decoder reset (CV8=8 then cycle power to decoder) and to manually write firmware using the MXULFA if available.
Double check all connections to be sure it is not a continuity issue. This is a common problem and there are usually at least six connections between programmer and decoder (PC – MXULFA/CommStat – Track – Wheels – Pickups – Pickup Wires – Decoder), sometimes more.
Be sure the decoder is programmed with a sound file. ZIMO decoder ship to us blank (or mute, or no pre-loaded sound file, or...) unlike other decoder options that we offer. The ZIMO Sound File Library offers hundreds of highly detailed and extremely precise sound options for North American and European prototypes for modelers to choose from. Each decoder is tested for motor sound (F1) and Horn (F2), motor control at SS4 in FWD, and front headlight control (F0) after programming to insure the file loaded properly. If you do not request a file when ordering, the decoder will be mute (or maybe only make some random sounds used for testing in manufacturing).
Many ZIMO decoder models are actually a decoder mounted on an adapter board. Be sure the decoder is properly seated on the connector of the adapter board.
It’s always a good idea to reseat the decoder on the adapter board and double check for “sneak shorts”, places where it is not obvious but the edge of a board or component with exposed electrical trace is making contact with something it shouldn’t.
For ZIMO N Scale “drop-in” decoders, be sure the motor and speaker contacts/solder pads as well as any exposed “programming pads” are properly insulated from the models frame and that the power contacts/solder pads are making good contact with model’s frame.
We can assist you with managing the warranty process for ZIMO but please understand, the buyer is responsible for all shipping charges associated with warranty submissions to SBS directly. This includes all charges associated with shipping to and from the manufacturer as well as to and from SBS4DCC. Charges are based on the USPS market rate at time of shipping and the actual charges incurred by SBS4DCC as part of the warranty submission process.
Warranty matters can handled by SBS4DCC directly or by contacting ZIMO Support to resolve the issue. Please use the links above for details and instructions about the process.