BARCLAY ENTERPRISES, INC.
CORDLESS TELEPHONE REPAIR
Panasonic, Siemens, AT&T and others

INSTRUCTIONS & FAQs
Should answer 99% of your questions!

PRICING:
u What's the price to repair my cordless phone or handset?
u What does "flat rate + parts" mean?
u What if I send in more than one handset with a "handset + base station combo"?
u When and how do I pay?
u I'm not sure if my phone or base station is defective.

WARRANTY:
u What's the warranty?

HOW TO SEND YOUR EQUIPMENT TO US:
u How exactly do I send you my cordless phone for repair?
u What all should I include with my shipment?
u Should I include the battery?

GETTING YOUR REPAIRED EQUIPMENT BACK TO YOU
u What's your turnaround?
u What are my options for return shipping?
u How much will return shipping cost?
u Will you tell me what you did to repair my equipment or return my defective parts?

Q: What's the price to repair my cordless phone or handset?
A: Use these links:

u Repair prices for Panasonic KX-TGA200, KX-TGA400, KX-TGA420, KX-TG2000 and KX-TG4000

u Repair prices for: All Siemens cordless phones

u Repair prices for all other models: Use our comprehensive navigation chart.

u Can't find your model? Email us using our inquiry form.

Q: What does "flat rate + parts" mean?
A: All electronic parts are included, except for replacing the following missing/unrepairable items: antenna, LCD display, display cover, belt clip, battery cover, battery contact, headset plug, front housing, back housing & battery.

If these items are missing or damaged beyond repair, we will replace them at a nominal charge. As long as the total cost of replacing these items doesn't exceed $25.00 per handset (ort $45.00 per base station), we'll proceed with your repair without bothering you for approval.

However, if it looks like replacing these items will exceed these amounts, we'll contact you for approval before continuing. At that time you'll have the option of having us proceed with the repair or having us return your equipment unrepaired AT NO CHARGE.

Q: What if I send in more than one handset with a "base station + handset combo repair"?
A: No problem. You'll be charged for the base station + one handset (or the combo price, if available). Then, we will test and check the other handsets for $15.00 each. If defective, we automatically repair without calling you for approval, but the $15 test fee will be waived.

Please note that this "test & check" option is NOT available on the SIEMENS 2400 HANDSETS (which go on the 2402, 2410, 2415 and 2420 base). All 2400 handsets require our anti-warbling upgrade and we do this automatically and charge the regular repair price.

Q: When and how do I pay?
A: There's no need to pre-pay... in fact, please don't include payment! We'll call you for your credit card information AFTER your equipment is repaired and ready to come back to you. We accept American Express, MasterCard, VISA and Discover. If you don't have a credit card, we can accept prepayment by check, but this incurs a $10.00 handling charge due to the extra paperwork and follow up.

Q: I'm not sure if my phone or base station is defective. Do you offer a "test & check only" service or "test and let me know what the problem is before repairing"?
A:  We perform “test & check only” service only on an extra handset that accompanies a base station & handset combo, described above. Also, please don't ask us to "test and let me know what the problem is before repairing." Once we start working on your phone, we attempt to complete it. Asking a tech to stop and then re-familiarize himself with your equipment at some later date will only delay repair.

Q: What's the warranty?
A: Unless otherwise noted (below), cordless phone repairs have a 90 day warranty that covers our workmanship and parts. Void by customer abuse, damage, etc. For full details, consult our full warranty policy.

However, please note the following extended keypad warranties for the Panasonic KX-TGA cordless series. Warranty applies to all buttons, not just the ones that were originally acting up. There are no limitations or exclusions. Does not apply to keypads sold separately.

• LIFETIME WARRANTY on the keypad (Perma-Pad^TM) for Panasonic KX-TGA400B and KX-TGA200B cordless handset sales and repairs. "Lifetime" is defined as "for as long as you own your handset."
   

• 2 YEAR WARRANTY on the keypad for all Panasonic KX-TGA420B cordless telephones we sell or repair.
   

• 1 YEAR WARRANTY on the keypad for all Panasonic KX-TG2000 and KX-TG4000 base stations we sell or repair.

Please note that ALL reports / complaints about warranties and product failures are handled by email only. It's possible that your warranty defect is due to user error or can be handled on your end with guidance from one of our technicians. However, our technicians communicate by email only, even for warranty questions.

Q: How do I send you my cordless phone for repair?
A: Three easy steps... basically just box & ship. We'll call for your credit card # after we've repaired your equipment and it's ready to ship back to you!

Step 1    Pack your phones (a used box is OK) and pad them with crumpled newspaper.

ž NO prepayment required. We'll contact you for your credit card # after repair!

ž You DON'T need to request an RMA# (return authorization # ) ahead of time!

Step 2    Include a completed REPAIR ORDER FORM.  Please print out our repair order form and include it with your order. If you don't have a printer, then include a note describing the problems your phone is exhibiting. It's also important for us to know if the problem is delayed and if it is intermittent. It's also a good idea to tell what you've already done to fix the problem, if anything.

NOTE:  We put every unit through a complete diagnostics both before and after repair.  However, it's extremely helpful for our techs if they know what problem(s) to focus on. Also, we understand that some defects are intermittent / delayed, and we're more than willing to make several attempts to duplicate the problem. But without proper input from you, it can be a shot in the dark. If we can't duplicate the problem in a cost effective time period, we'll have no choice but to perform preventive maintenance and return your phone as repaired. If you know the problem is intermittent (happens every "x" time it's used) or delayed (happens after "x" minutes of use), please be sure to tell us and be specific... roughly how many minutes or hours, not "every once in a while" or "every few days" or "after awhile". Thanks!

Step 3    Ship to:    BARCLAY ENTERPRISES, INC   2275 LACROSSE AVE #201   COLTON, CA 92324. Customers tend to use UPS, but many use US Mail. If you use US Mail, we strongly suggest you include Delivery Confirmation so that you may track your shipment. Be sure to properly insure your shipment!

 

Q: What all should I include with my shipment?
A: Please follow these guidelines:

• For defective Panasonic KX-TGA400B or KX-TGA200B handsets, just send the handset... no need to send the charger/cradle or the base station.

• For defective Panasonic KX-TG4000B, KX-TG200B and KX-TGA420B base stations, just send the base station with the ac adapter... no need to include a cordless handset.
   

• For defective Siemens 2000 series, 4000 series and 8000 series handsets, just send the handset... no need to send the charger/cradle or base station.

• For defective Siemens 2000 series, 4000 series and 8000 series base stations, just send the base station with the ac adapter... no need to include a cordless handset.
   

• For all other models: regardless of whether just the handset or the base is defective, you must include the base station, at least one handset, and any chargers / cradles and power supplies / ac adapters.
   

• NOTE: If you have ATT / Lucent / Avaya Transtalk cordless phones you MUST include the radio & power supply, as well as charger with power supply, handset and batteries. If you are using a "radio module carrier" and cannot remove the power supply, please note this on your packing list.

Q: Should I include the battery?
A: DO include the battery, unless it's for a Siemens handset.  For Siemens handsets, we'll return your batteries if you include them, but we cannot entertain claims of "I got my phones back and the batteries were missing."  These are small AA batteries that go in the handset and the charger, and we've found that people sometimes get confused about what they sent or what they received ---  claim they sent batteries (when they didn't) or that the batteries were not included in the return shipment (when they were). Doesn't happen very often, but when it does it's very time consuming to resolve.

Due to the high volume of repairs we handle, we do not notify you when we have received your order or when we've shipped. If you want to know status, you may call or email us. Please be prepared to provide us with the following information: Possible names the order could be under, model number, when you shipped it and how you shipped it.

Q: What's your turnaround? And do you offer rush service?
A: Panasonic KX-TG4000B, KX-TGA400B, KX-TG2000B, KX-TGA200B and KX-TGA420B have a 5-10 business day turnaround. All Siemens cordless equipment has a 10-15 day turnaround. All other models have a 4-6 week turnaround. It physically doesn't take this long to repair a cordless handset, but we do everything in-house and we have many people standing in line.

We now offer RUSH SERVICE on cordless repairs: 5 day rush is an extra $15.00, and a 24 hour rush is an extra $25.00. If you want rush service, you MUST write "5 DAY RUSH" or "24 HOUR RUSH" in BIG, BOLD LETTERS on the outside of the box beside the shipping label AND on your packing list (handwritten is OK). Please note that we make every effort to meet the rush deadline, and we meet it 95% of the time, but we do not guarantee it. The rush fee puts your phone at the head of the production schedule immediately upon receipt; you will be charged regardless of whether your unit is repaired within the time specified. There are many possible factors that can cause us to miss the deadline, such as: lack of parts, your phone's problem is extremely intermittent or delayed, or your phone arrives after 10:00 a.m. for a 24 hour rush. However, if we miss the deadline because of our error, we'll waive the rush charge.

Q: When and how do I pay?
A: When your equipment is repaired and ready to go back to you, we'll call you for your credit card #. We accept American Express, MasterCard, VISA and Discover. If you don't have a credit card, we can accept prepayment by check, but this incurs a $10.00 handling charge due to the extra paperwork and follow up.

Q. What are my options for return shipping?
A: For the fifty United States, your options are: UPS ground, three day, two day and overnight. Unless you specify otherwise in BIG PRINT on your packing list, we'll return your equipment by UPS ground. However, please note that if you are in Canada or a US territory your only option is US Mail.

Q: How much will return shipping cost?
A: We charge you only what UPS or the USPS charges us, plus a nominal fee for insurance (for your protection, for items exceeding $100 in replacement value) and a $2.25 handling fee per order (not per item!). Return shipping charges are added to your final bill and appear on your invoice.

Q: Will you tell me what you did to repair my equipment or return my defective parts?
A: In general, no. We'll be happy to tell you whether your equipment appears to have suffered abuse (e.g., liquid spill, power surge), but we don't tell you specifically what we did to repair it or what parts we replaced. Exception: if your parts exceed the $25 / $45 threshold, we'll tell you what part are needed. In any case, we don't return defective parts.

HAVE A QUESTION WE DIDN'T COVER?

Just let us know, but please note: Due to the volume of inquiries we receive, all questions about cordless phones should be submitted via our inquiry form.