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Lifestyle CARE Policy – TANNOY

Lifestyle CARE Policy – TANNOY

At MUSIC Group we genuinely care about our customers and are passionate about providing life changing customer experiences.

We want you to enjoy using our products as much as we enjoy making them. So, when you need our help, we have it covered and you can count on us.


What warranty does my product have?

All registered products come with a 3 year warranty as standard in specific countries.

TANNOY passive speakers are covered for 5 years

Limited Warranty

Subject to the “Exceptions” listed below and as updated in music-group.com, MUSIC Group warrants all Products to be free of defects in material and workmanship if used under normal operating conditions for three (3) years from point of original retail purchase by an end-user.

In the case of the following products or product lines, however, the limited warranty period shall be:

  • TANNOY passive speakers are covered for a period of five (5) years from point of original retail purchase by an end-user.

Requests for warranty on products bought outside of territory

For warranty on products bought outside of a user’s territory of residence, the end-user will be directed to contact the dealer who actually sold the product. Of course the end-user can always choose to have it repaired by the territory’s distributor instead, at their cost.

Exceptions to this are:

  • Touring systems which have previously been agreed with CARE team, and
  • LAB GRUPPEN amplifiers, as long as warranty term is valid

Are there warranty exceptions?

Apart from the obvious improper use of the product, there are a few exclusions to the limited warranty that you need to be aware of, including consumables, and burnt voice coils.

Warranty exceptions

The above warranty does not apply to:

  • Consumable parts, including but not limited to, fuses, batteries, and cables.
  • Drivers and diaphragm assemblies that have burnt voice coils due to over voltage or a surge from a power amplifier.
  • Physical or shipping damage due to improper use of the Products or incorrect installation.

How can I contact you?

In the event that you need to contact us for any reason, our dedicated and friendly teams are ready to assist you. You can reach us using these recommended methods:

Web inquiry: music-group.com/support
Email: carelife@music-group.com
Phone: +44 1562 732 299 for EMEA/APAC
+1 800 56525 23 for AMER

How to contact your care experience centers

1. Email – CARE Technical Support and Service:

TANNOY
carelife@music-group.com

Please ensure to include in your email: your contact details, the product model, the serial number and a detailed description of the issue or query.

2. Via the web forms at music-group.com/support/home

3. Care Experience Center locations

TANNOY
UK for EMEA/APAC Canada for AMER
MUSIC Group Innovation UK Limited MUSIC Group Commercial CA Inc.
ATTN: Returns
Klark Industrial Park, Walter Nash Road, Kidderminster,
Worcestershire DY11 7HJ United Kingdom
335 Gage Ave., Suite 1 Kitchener,
N2M 5E1 Canada
Telephone: +44 1562 732 299 Telephone: +1 800 565 2523

What is the service policy?

If your product becomes faulty at any time during the warranty period we will try to ensure you are without it for as little time as possible, and will aim to either repair it or replace it for you within 1 week.

Dead On Arrival (“DOA”)

If you find one of our products fails to the point where you can’t use it as it’s intended within 30 days of purchase then contact our CARE Team for further assistance and advice.

In the unlikely event we can’t rectify the problem you are entitled to a free replacement product through the local Distributor/reseller. To qualify for DOA, the product should not show major signs of surface marks, worn decals, scratches, dents or markings. It needs to be returned with all originally supplied components and accessories.

The product needs to be returned in packaging suitable to fully protect it (ideally this would be its original inner and outer packaging), complete with accessories, and end user’s proof of purchase should be attached (if not previously supplied).

Warranty services

If one of our products needs to be serviced, under warranty, after 30 days of ownership then it can be returned to a MUSIC Group CARE Center.

Contact our CARE team for advice or if you need assistance to validate the root cause.

No Fault Found (“NFF”)

In the unusual event that no fault is found when products are sent to us, we will advise you immediately.

If after further troubleshooting no fault is verified, you may be charged for any handling charges to get it returned to you.

Out of warranty repair services:

In the instance where a product becomes defective after the expiry of the limited warranty period, CARE offers a chargeable repair service, to include labor, parts, and shipping.

A quotation will be provided before any work is undertaken.

Service levels

  1. Repair Guarantee All out of warranty repairs undertaken by CARE are guaranteed for ninety (90) calendar days.
  2. Response Time targets:
    1. Initial response to faulty product: within 24 hours
    2. Emergency support response: within 1 hour
    3. Time of repair: 1 week from receipt of defective unit;
    4. Repair completed: CARE will notify you within 24 hours maximum

How are we doing?

We are committed to providing you with the best possible experience and are always looking for ways to improve or to know what we have done well.

So, we would love to hear what you think or if you need further help about any aspect of your CARE experience, please click here to provide feedback through the General Inquiry form…
and thank you.