How can we help you?

Console Support

We have an extensive collection of documentation on our consoles. Download all the latest installation and operations manuals for your console. Please contact the factory if your product is not listed.

 

Phone: 970.461.0730 extension 316

Email: consolesupport@arrakis-systems.com

Hours: Monday - Friday

            8:00am - 4:30pm (Mountain Standard Time)

            Excluding standard United States Holidays

 

 

Contact

Parts Orders

Repairs

Warranty

Feedback

DHD-Live

Spilled Coffee on the console...

 

Don't panic, there's solutions. The first step is to assess your situation and figure out your options. Our Console support division is friendly and extremely knowledgeable. We have seen just about every situation and would be glad to help you get your board working again. Simply call our support department, let us know the situation and we can help you with your parts order.

 

We sell parts for all our current selling consoles, as well as many of our older series. Due to obsolescence, some parts may not be available, or may take longer than normal to ship. Check with the console support department for more information. Consoles that we currently provide parts for are:

 

ARC-8, ARC-10 Series, ARC-15, MARC-15 Series, X-Mixer Series, Nova, Revolution Series, 1200 Series, 12000 Series, SC Series - 150, 500, 1500, 2000, 2100, 5000, 10000

 

Payment options:

There is a $25 processing fee for all parts orders.

 

All parts orders require prepayment. We will not be able to ship until we have received payment in full.

 

Credit Card - We accept Visa, Master Card, American Express & Discover.

 

Check - Orders cannot be processed until after the check has cleared. Please mail your check to:

 

attn: Parts Department

6604 Powell St.

Loveland, CO 80538

 

Be sure to include a copy of the PO and write the PO number on the check.

 

Wire Transfer - there is an added $25 fee for all wire transfers. Contact our support division for wire transfer information.

 

Spilled Coffee on the console...

 

Don't panic, there's solutions. The first step is to assess your situation and figure out your options. Our Console support division is friendly and extremely knowledgable. We have seen just about every situation and would be glad to help you get your board working again. Simply call our support department, let us know the situation and we can help you with your repairs.

 

Console Support

 

Phone: 970.461.0730 extension 316

Email: consolesupport@arrakis-systems.com

Hours: Monday - Friday

            8:00am - 4:30pm (Mountain Standard Time)

            Excluding standard United States Holidays

 

Repairs

 

Sometimes you may not want to do the repairs yourself. That's okay, and we are here to help. We have talented staff here that have been doing repairs for decades. Here are the steps to get your board repaired:

 

STEP 1 - Contact our support staff. They will help you to figure out what the best steps are for you.

 

STEP 2 - Package your console and ship to our factory.

 

Ship To:

attn: Console Support Division

6604 Powell St.

Loveland, CO 80538

 

Packing List

1) It is critical to package your console carefully. Original packaging is best, otherwise be sure that there is at least 2 inches of padding on all sides. Do not have any gaps in padding and be sure to fill the entire box with packing material. We do sell premade boxes (starting at $50) with packaging at a cost. Contact our support division for a price.

2) We are NOT responsible for lost or damaged shipments. For this reason we recommend purchasing shipping insurance through your courier.

3) Include a letter with: Your Name, Return Shipping Address, Phone Number, and a brief description of what problems you are having with the board.

4) Include a pre-paid shipping label for getting the console back to you. If we do not get a pre-paid shipping label, we will require payment for shipping prior to sending the board back.

 

STEP 3 - Pay for your repairs

 

Prepayment may be required for your repair. Otherwise we will evaluate the repair, contact you with the provided phone number and let you know how much the repairs will cost.

 

There is typically a $75 per hour labor fee for repairs.

 

All repairs require prepayment. We will not be able to begin repairing your console until we have received payment in full.

 

Credit Card - We accept all major credit cards.

 

Check - Orders cannot be processed until after the check has cleared. Please mail your check to:

 

attn: Console Support Division

6604 Powell St.

Loveland, CO 80538

 

Be sure to include a copy of the PO and write the PO number on the check.

 

Wire Transfer - there is an added $25 fee for all wire transfers. Contact our support division for wire transfer information.

 

STEP 4 - Repair and ship back

 

We pride ourselves on quick and effective repairs. We will do our part to get the console repaired and shipped back on a timely basis. Be sure to follow steps 1 though 3 quickly so that we can get your board back on air.

 

We DO NOT provide loaner boards. For this reason, we always highly recommend having a backup board. An ideal board for backup would be our ARC-8 or ARC-10 series. Please talk to our sales staff (sales@arrakis-systems.com) for more information.

1 year limited warranty on all new: ARC series consoles, MARC series consoles, Nova digital consoles, X-Mixer digital consoles, and Revolution series digital consoles.

 

Details

 

Arrakis consoles carry a manufacturer‘s warranty subject to the following guidelines and limitations:

 

A) Except as expressly excluded herein, Arrakis Systems inc. (“Seller”) warrants equipment of its own manufacture against faulty workmanship or the use of defective materials for a period of one (1) year from date of shipment to Buyer. The liability of the Seller under this Warranty is limited to replacing, repairing or issuing credit (at the Seller’s discretion) for any equipment, provided that Seller is promptly notified in writing within five (5) days upon discovery of such defects by Buyer, and Seller‘s examination of such equipment shall disclose to its satisfaction that such defects existed at the time shipment was originally made by Seller, and Buyer returns the defective equipment to Seller’s place of business in Loveland, Colorado, packaging and transportation prepaid, with return packaging and transport guaranteed.

 

B) Equipment furnished by Seller, but manufactured by another, shall be warranted only to the extent provided by the other manufacturer.

 

C) Thermal filament devices (such as lamps and fuses) are expressly excluded from this warranty.

 

D) The warranty period on equipment or parts repaired or replaced under warranty shall expire upon the expiration date of the original warranty.

 

E) This Warranty is void for equipment which has been subject to abuse, improper installation, improper operation, improper or omitted maintenance, alteration, accident, negligence (in use, storage, transportation or handling), operation not in accordance with Seller‘s operation and service instructions, or operation outside of the environmental conditions specified by Seller.

 

F) This Warranty is the only warranty made by Seller, and is in lieu of all other warranties, including merchantability and fitness for a particular purpose, whether expressed or implied, except as to title and to the expressed specifications contained in this manual. Seller’s sole liability for any equipment failure or any breach of this Warranty is as set forth in subparagraph A) above; Seller shall not be liable or responsible for any business loss or interruption, or other consequential damages of any nature whatsoever, resulting from any equipment failure or breach of this warranty.

 

Service Procedures

 

Arrakis Systems assumes that its customers have on staff (or access to) competent technical personnel and adequate test equipment.

 

If a product fails, Arrakis will first seek to ascertain the problem over the phone and solve it at the modular replacement level where we find the specific part(s) that have failed and repair or replace them. This is the least expensive and time consuming solution for you. Depending on the circumstances and at our discretion, Arrakis will replace the specific PC board suspected to be at fault. If replacing PC boards does not resolve the problem, then the console is to be returned to the factory where it will we repaired and returned to you. Repair time at the factory is normally two week days. If the customer chooses to repair the console in the field, then Arrakis will, at its sole discretion, send replacement parts under warranty. Arrakis can not warranty labor performed in the field.

 

Shipping- The customer is responsible for payment for shipping to the factory. Parts returned to the factory freight collect will be refused. Return shipping over and above the cost of UPS ground will be born by the customer. In the case of international shipments, all cost of shipping and duties are born by the customer, both to and from the factory.

 

Under no circumstances will Arrakis replace a defective console with a replacement console.

 

IMPORTANT- Under no circumstances does Arrakis take any responsibility for non-factory technical expenses.

 

Replacement Parts

 

To have a part replaced under warranty, you must:

1) Provide a valid product serial number that is within the warranty period

2) Contact the Arrakis customer service department and describe what parts need replacement and the circumstances of the failure. (The customer service department may require on site test by your technician to confirm the part replacement is appropriate for your problem.)

3) A Return Merchandise Authorization Number (RMA #) will be issued when a part s to be returned to the factory.

4) Return ALL defective parts to the factory (shipping prepaid) to the attention of the “Customer Service Departent” with a letter including your name, address, call letters, serial number, date, and valid RMA #.

5) Parts replaced under warranty will be shipped at Arrakis expense by UPS ground. Any expense over and above UPS ground will be born by the customer.

 

IMPORTANT- If the defective parts are not returned to the factory within 30 days, you will be invoiced for them and it will be assumed that they do not fall under warranty. Further customer service will be denied until the defective parts are returned of paid for.

Included with your ARC series console may be a copy of the DHD-Live software. This is a complimentary copy of the software that works with any ARC series console that has a USB channel.

 

You may download a copy of the software at this link here. For a copy of the manual, and to report any issues or feature requests, please go to this link here.

 

Support for this complimentary software is limited to email only.

Email dhdlivesupport@arrakis-systems.com