From time to time we run into folks who are confused about warranty coverage. Many users are surprised when their warranty does not cover something like a cleaning on a digital tape machine.

The manufacturer's warranty covers defects in parts and workmanship for the period as described in the warranty information. Cleaning and checking the operation of equipment is not considered a defect. This is considered general required maintenance just as changing the oil in your car is, and thus are charges that the user/owner is responsible for. While this (hopefully) makes sense to anyone, confusion sometimes arises when a user sends in a machine that isn't working due to an error, such as an "error7" (in the case of ADATs) or some other specific problem. The determining factor for whether repair work is covered under warranty is not the symptom, but the solution. Error 7's, for example, are usually caused by dirt build up on the tape head; the cleaning of which is not covered under warranty. To avoid unnecessary repair costs make sure you keep up with the proper routine maintenance of your equipment. Also, if trouble does arise don't assume the equipment is broken. Sometimes a call to technical support can reveal a solution that doesn't require a trip to the service center. This is one of the primary reasons why Sweetwater has had such a long-standing commitment to technical support of the products we sell. We think it's important not to leave customers hanging and guessing in the field.