The Broadcast Electronics Customer Care Plan offers several options to replace or repair most BE, Marti, Itelco, and Elenos equipment.   Customers may choose from the following product support options:  


  • Purchase New Product

    • Customers have the option to purchase individual spares or sub-assemblies to maintain their BE product.
    • Newly purchased individual spares or sub-assemblies come with a standard three-month warranty.
    • The customer is responsible for all freight charges.

  • Purchase Refurbished Product

    • Customers have the option to purchase individual spares or sub-assemblies to maintain their BE product. Refurbished list prices are typically discounted 20% - 50% from new list prices.
    • Refurbished spares or sub-assemblies come with a standard three-month warranty.
    • The customer is responsible for all freight charges.

  • In-warranty Advance Replacement

    • In those situations where product is found to be defective, while covered under BE’s Product Warranty or Marti’s Product Warranty, BE will send a replacement unit at no charge. Warranty replacements are dependent upon the serial number and must be provided at time of the service request.
    • Once the replacement unit is received at the customer’s location, the faulty unit must be returned (FOB customer) to BE within 30 days. Non-return of a faulty unit within 30 days will result in customer responsibility to pay the invoice for the replacement unit.
    • BE reserves the right to provide either new or reconditioned replacement units.

  • Non-warranty Flat Rate Exchange

    • In those situations where a product is found to be defective and NOT covered under BE’s Product Warranty or Marti’s Product Warranty, customers may exchange many defective but repairable items for a refurbished unit at a reduced cost, typically 60% to 80% of the normal price.
    • The initial invoice will be for the full price of the refurbished unit, with the appropriate credit being applied to the customer’s account when the faulty unit is received at BE within 30 days of invoice.  
    • A $1500 surcharge may be applied for each item not returned to BE within 30 days of invoice.
    • BE reserves the right to provide either new or reconditioned replacement units. The customer is responsible for all freight charges.
    • Not all items are eligible for the FRE program.  Please confirm eligibility with BE Customer Service.

  • In-Warranty Repair and Return

    • On those situations where product is found to be defective, while covered under BE’s Product Warranty or Marti’s Product Warranty, customers have the option to send (FOB customer) the equipment in for warranty repair.
    • Please note that turn-around times for non-expedited repairs vary, and while we are sensitive to rush requests, repair time cannot be guaranteed. Our typical average repair turn-around time is 10 working days.
    • BE reserves the right to repair equipment under warranty with new or reconditioned equipment or parts.

  • Non-warranty Repair Policy

    • Our typical average repair turn-around times:
      •  Current Production items; 10 working days
      • Out of Production / Legacy Support: 30 working days
      • Please note that turn-around times for repairs vary, depending on the age of the part, extent of damage, and availability of components
    • Customers may send most out-of-warranty equipment in for repair; contact BE Technical Services to determine if your product is still supported.
    • The BE Repair Center will charge an evaluation and processing fee for each repair; this fee will include the first hour of repair labor free of charge, however, each additional hour of labor will be billed in ½ hour increments.
    • When you choose BE to repair your item, you will receive a 25% discount on all parts used to refurbish your product.
    • BE has defined a "maximum repair price" for each repairable part, typically the same as the price of a refurbished replacement part.  This is meant to ensure that the cost of repairing an item will never exceed the cost of purchasing a replacement.
    • If you need your item repaired in hurry, we’ve got you covered! With BE’s PRIORITY REPAIR option, we will prioritize your repair, moving it to the front of the repair queue.  Please note that turn-around times for repairs vary, depending on the age of the part, extent of damage, and availability of components. While we are sensitive to rush requests, repair time cannot be guaranteed.
    • You want the security of an extended warranty for your repair? We have an option for that too! Qualifying units are eligible for an additional one year of full warranty, above and beyond the standard three-month warranty. Contact BE Technical Services to determine if your product is eligible for extended warranty coverage.
    • The customer is responsible for all freight charges.
    • After your repair has been completed, BE will notify you of the total price owed. If the subsequent invoice is not paid in full, or other payment terms have not been mutually agreed upon, BE will charge reasonable storage fees for property remaining in BE's possession more than 30 days after the invoice date. If the invoice remains unpaid 90 days after the invoice date and no alternate payment terms have been agreed upon, BE will enforce its liens on the product and arrange for the sale of the product according to the procedures provided for by Illinois law. Proceeds from the sale will be applied to the cost of the invoice and BE's costs in conducting the sale.

  • Onsite Service & Repair

    • When part replacement is not a suitable option, troubleshooting is complex, or there is simply a lot to do, Onsite Service & Repair is available*.  A BE RF Technician will bring the tools, parts, and expertise to get you up and running again.  Pricing is typically based on a daily flat rate, plus travel and living expenses, and parts required.

BE does offer extended warranty packages. Please contact your Sales Manager about these options and costs.




NOTES:

* BE RF Technicians will service and repair BE Products only.  All working conditions must be safe and in compliance with current OSHA standards, regardless of site location.