After-sales service
& warranties
Is your equipment experiencing a problem? Our team of car audio specialists is here to help you understand the fault, check the applicable warranties, and find the right solution.
Open an after-sales case Discover the warrantiesAfter-sales service managed by enthusiasts and technicians
At Sound Auto Concept, we are above all car audio professionals. We know the technical constraints of installations and the importance of reliable equipment.
Each case is studied individually. Our in-house technician can perform an initial diagnosis before, if necessary, a complementary expert assessment by the manufacturer.
Sound Auto Concept is a specialist retailer, not a manufacturer. We handle the technical and administrative follow-up of your requests. We remain responsible for the legal guarantee of conformity applicable to consumers.
Which warranties cover your equipment?
Several warranties may apply depending on your product and the nature of the fault.
🛡️ Legal guarantee of conformity
2 years for new products
It covers defects of conformity according to articles L217-3 et seq. of the Consumer Code.
For a new product, a defect appearing during the first two years is presumed to have existed at delivery, except for legal exceptions.
⚖️ Guarantee against hidden defects
It concerns hidden defects prior to the sale that make the product unfit for its intended use or significantly reduce its utility.
The action must be initiated within two years following the discovery of the defect, within the limits provided by law.
When the conditions are met, the buyer can request the rescission of the sale or a price reduction.
🏷️ Manufacturer's commercial warranty
Durations generally announced:
- Amplifiers: 2 years
- Car stereos: 2 years
- Speakers: 1 year
- Subwoofers and enclosures: 1 year
The exact durations depend on the manufacturer and the conditions of each product.
🔧 Repair, replacement or refund
When a defect of conformity is covered, the consumer can request the repair or replacement of the product under the conditions provided by law.
A price reduction or refund may occur in legally provided situations, notably when compliance is impossible or refused.
In the event of an established hidden defect, the buyer can, according to legal conditions, return the product for a refund or keep it with a price reduction.
A one-year manufacturer's commercial warranty never removes the two-year legal guarantee of conformity applicable to new products sold to consumers.
Open an after-sales case in 4 steps
To speed up the processing of your request, we invite you to follow this procedure.
Send an email with your order number and a precise description of the problem encountered.
Indicate the relevant information: battery, wiring, fuses, impedance, amplifier, filters and settings.
Send photos of the product, the serial number and, if possible, of the installation before disassembly.
Our team will indicate the procedure to follow for the inspection of the equipment or its eventual shipment.
Contact us to obtain the return instructions and allow the identification of your case. This procedure does not affect your legal rights.
How is our diagnosis performed?
Our in-house technician examines the products to identify the possible causes of the malfunction.
Verification of its general condition, connections and symptoms.
Search for the possible origin of the fault and examination of the conditions of use.
The findings can be documented in a technical report. If necessary, a complementary expertise is requested from the manufacturer or a specialized repairer.
🔎 Do you dispute our diagnosis?
Our diagnoses are performed by our technician having skills and experience in the field of car audio.
His findings constitute technical elements of the case evaluation, but are not irrevocable.
You can request a counter-expertise from an independent technician or an expert of your choice.
The conclusions of this counter-expertise can be studied to re-examine your case.
The costs of a counter-expertise requested at your initiative are in principle advanced by you, subject to your legal rights.
Why can a subwoofer voice coil break?
Subwoofers and speakers are subject to significant electrical, thermal, and mechanical constraints.
A burned or deformed voice coil can have different origins. Here are the frequently encountered situations.
🔥 Overheating and clipping
Clipping appears when the amplifier reaches its limits and clips the audio signal.
Excessive average power, notably with unsuitable settings, can lead to overheating of the voice coil.
🔊 Excessive excursion
The speaker membrane moves to produce sound.
When the mechanical limits are greatly exceeded, the voice coil can deform, rub or suffer a shock.
⚡ Excessive power
Too much or prolonged power can cause thermal deterioration.
The announced RMS power does not guarantee resistance to all conditions of use.
⚙️ Unsuitable settings
A poorly sized enclosure, an incorrect filter or an unsuitable impedance can increase the constraints on the equipment.
🔥 Burned or deformed voice coil: our technical position
A burned voice coil generally shows signs of significant overheating. This deterioration is frequently linked to excessive power, a clipped signal (clipping), incorrect settings or use exceeding the speaker's capabilities.
A deformed voice coil or showing traces of mechanical shock can also result from excessive excursion, beyond the limits provided by the manufacturer.
When our diagnosis establishes that the deterioration results from misuse, it is not covered under the warranty.
However, the condition of the voice coil is not enough on its own to exclude a possible manufacturing defect. Each case is examined individually, in accordance with the legal warranties and applicable rules of evidence.
In what cases can a warranty be refused?
Damage caused by incorrect installation or non-compliant use may not be covered.
- Polarity reversal or bad wiring.
- Impedance not suited to the amplifier.
- Overvoltage or unsuitable power supply.
- Use beyond the limits of the equipment.
- Excessive mechanical excursion.
- Shock, humidity or accidental damage.
- Modification that caused the fault.
The origin of the fault must be examined. Commercial exclusions cannot remove the legal warranties applicable to consumers.
When no warranty applies, a paid repair quote can be offered. No paid repair is engaged without your prior agreement.
Return, repair and shipping costs
📦 After-sales return and shipping costs
After opening your after-sales case, we may ask you to advance the shipping costs of the product to our technical service.
Keep the transport receipt as well as the proof of payment.
If coverage under the legal guarantee of conformity is due, the necessary and justified postal costs are reimbursed according to the law, within 14 days from the day the consumer is informed of the coverage of the good under the warranty.
If the fault results from misuse not covered, the return costs incurred remain in principle at the customer's expense.
🏷️ Manufacturer's warranty
The terms of coverage and shipping depend on the conditions of the commercial warranty concerned, without prejudice to the legal warranties.
🔧 Out-of-warranty repair
If the fault is not covered by any applicable warranty, the costs of diagnosis, repair and eventual shipping are communicated before any paid service.
🤝 Commercial gesture
A discount, a contribution to a repair or an alternative solution can be offered exceptionally, without obligation.
⚙️ Amplifier repair: delays and solutions
Electronic repairs of certain amplifiers require the intervention of a specialized external company.
The repair time depends notably on the diagnosis, the availability of components, the complexity of the fault and the repairer's schedule.
⏱️ Why can the delay vary?
We cannot always communicate a precise date before the return of the specialized repairer.
We do our best to follow each case and transmit the information received.
🤝 A commercial solution to avoid waiting
When a repair requires a long delay, Sound Auto Concept can, exceptionally and according to availability, offer the customer the purchase of an identical amplifier at cost price.
This proposal allows the customer who wishes to quickly regain operational equipment without waiting for the end of a repair.
This offer is optional and subject to our agreement. It does not replace the free solutions to which the consumer may be entitled under the legal warranties.
Everything to understand about our after-sales service
My subwoofer has a burned voice coil. Is it covered by warranty?
A burned voice coil is often linked to overheating caused by excessive power or unsuitable settings. If the diagnosis establishes misuse, the damage is not covered. Legal warranties remain applicable when a product defect is involved.
Can I dispute the diagnosis of your technician?
Yes. You can request an independent counter-expertise. Its conclusions can be examined within the framework of the case re-examination.
Do I have to advance the after-sales return costs?
We may ask you to advance the shipping costs while keeping the receipt. When coverage under the legal guarantee of conformity is due, the necessary costs are reimbursed according to the regulations.
Can I send my product directly?
We ask you to contact our after-sales service before shipping to obtain the appropriate instructions and facilitate processing. Your legal rights remain applicable.
How long does an amplifier repair take?
Certain repairs are entrusted to a specialized external company. The delay depends on the diagnosis and the availability of components.
Do you offer a solution in case of a long repair?
Depending on the circumstances and availability, we can exceptionally offer an identical amplifier at cost price. This commercial solution is optional and does not replace your legal rights.
What if the fault is not covered?
We can offer a repair quote or, exceptionally, a commercial solution. No paid intervention is carried out without your agreement.
Do the same warranties apply to professionals?
Professional purchases may be subject to different contractual rules and conditions. The legal warranties applicable to professional relations remain preserved.
⚖️ Consumer mediation
According to the provisions of the Code of the Consumer relating to the amicable settlement of disputes, any consumer can resort free of charge to a consumer mediator.
After having sent a written complaint to Sound Auto Concept and in the absence of a satisfactory response, you have the possibility to refer to the following mediator, subject to the conditions of admissibility provided by law:
CM2C — Consumer mediator
Address:
CM2C
49 rue de Ponthieu
75008 Paris
Telephone: 01 89 47 00 14
E-mail: litiges@cm2c.net
Refer to the CM2C mediatorMediation is free for consumers. It aims to find an amicable solution between the customer and Sound Auto Concept.
Recourse to the mediator does not deprive the consumer of their right to refer the matter to the competent courts.
Need technical support?
Send us your order number, a description of the problem, and any useful photos. We will review your request.
Contact customer servicefabrication@soundautoconcept.com
