What are the troubleshooting process and the return policy?
When contacting the Phase support, our product specialists will ask for detailed informations about your setup: mixer model, DJ software and version, OS version you’re using. They will also ask about your Phase firmware and the issue you’re facing with your unit. They may also need to see your setup or your product behavior. The more information you provide in your first message, the faster the diagnosis will be.
After getting more context, our product specialists will advise on what to double check in your configuration, or on what to do to troubleshoot your unit. Even if you may have already tried to do so yourself, please make sure to try again and to follow the directions provided in the message: in most cases, you will be able to get your Phase back on track by yourself.
If despite the troubleshooting directions, our product specialists confirm your unit is faulty, they are going to bring it back to our office.
A shipping label will be provided, and all transport and customs taxes will be covered. You will be notified when your Phase has been delivered to our office. It will then be examined and passed along to the tech team if need be.
If it is possible, the faulty piece will be exchanged, and the unit shipped back to you, as per our warranty policy.
If the unit can’t be repaired, a new Phase will be shipped (expenses will be covered too). Depending on the country you live in and the problem you reported, the full return process can take up to 10-12 days.