From time to time it may be necessary to ship your Casablanca unit to us for repairs or hardware upgrades. When you do, you will be taken care of by our Service Department, one of the best support services in the business.
If you suspect that you have a hardware malfunction, please first consult our FAQ Section. If you still suspect a hardware problem, email our Tech Support department: firstname.lastname@example.org for diagnosis. Your email must contain the following information:
- Name, phone, email
- Model, Serial Number, Operating System Version (Windows or Linux Cassie 3 Standalones), Arabesk version
- What is the problem? (90% of problems solved by installing the Bogart Operating System (which incudes Arabesk)).
- Email Support is free. If we can't solve it via email, then we will give you an RMA# and address for our service department.
- Please enclose a $100 estimate fee check made out to MacroSystem Americas LLC. The $100 is applied to the repair if you elect repair.
- If you require phone support on models over 1-year old it is $100 per hour.
Incomplete information slows the process as we have to look up the info, if we can even find it.
Freight cost for all shipments (warranty or non-warranty) to MacroSystem are the responsibility of the Customer. Return freight is paid by MacroSystem for all warranty repairs or replacements. Return freight on any non-warranty items is the responsibility of the customer.
Please allow the repair technician at least 2 weeks in the shop for all repairs.
Products that fall under warranty will be either repaired or replaced at no charge. The repair technician will determine whether to repair or replace a customer's unit.
After the repair has been made, units will be shipped via FedEx Ground unless other paid arrangements are made. All out of warranty repairs will be charged a minimum diagnostic fee of $100.00, however it is applied to the repair, if you decide to repair it.
Be prepared to have the hard drive erased. The majority of the repairs require a full installation of the operating system software, which will result in a loss of all project data. We are not responsible for any lost projects. On Bogart Windows for PC's, the projects usually remain current.
We cannot stress enough the importance of leaving your corrupted footage and the approximate time the errors occur. The longest part of the repair process is replicating the problems. Leaving existing problems on the hard drive will help increase the timeliness of the repair.
The Casablanca Classic and early Avio boxes had cardboard inserts with a plastic sheet covering one of the sides. When packing the editor in one of these boxes, make sure that the unit is sandwiched between the two plastic sheets of the inserts. The insert on the bottom will have the plastic sheet to the top, and the top insert will have the plastic sheet to the bottom. If these pieces are reversed, the system will have room to bounce around and will likely be damaged.
The current boxes have foam inserts that fit around the sides of the machine to separate the unit from the edges of the box. All we need is the original box and packing material, chassis, codesheet, and power supply if yours is external. If you are returning a Prestige, Renommee, or Renommee Plus for repair, please be sure to send the key to the hard drive. DO NOT LEAVE THE KEY IN THE LOCK. It can cause damage. Put it in an envelope, or tape it to the machine.
If you do not have the original packing material, we recommend using at least 3 inches of foam padding or bubble wrap on all six sides of the unit.
Packing peanuts and crumpled newspaper are not sufficient to protect the machine during shipping. Foam packing peanuts attract static electricity, which can damage the machine. You will be responsible for any damages incurred from insufficient packaging during shipment. If you have further questions, please contact us before shipping.
Method of Shipping
We recommend using FedEx or UPS to ship your unit so it can be insured and tracked. If your unit is shipped using the US Postal Service, or some other non-trackable shipping service, we cannot be held responsible for units lost in shipping.
4282 Arnie Rd
Blaine, WA 98230
*A minimum of $100.00 diagnostic fee plus shipping will be charged on all non-warranty RMA's.
**We charge $100 per hour for service, but for repairs requiring more than 3 hours, labor charges are $50 per hour.
***Due to age of certain models and availability of parts, some repairs may not be possible. In this case, we will offer the best replacement solutions available.