Service and Repairs
JUST SEND THE ESSENTIALS
If you are sending in a flash unit, ONLY include the flashtube, model lamp, and the shipping cover. We do not need the power cord, the sync cord, the reflector, the CSXCV transceiver, the carrying bag, the beauty dish, etc. - just the flash unit. This ensures that additional items don’t run the risk of getting damaged or lost.
FILL OUT / PRINT A REPAIR FORM
The repair form does NOT get sent to us electronically, it is merely a tool that helps you provide us with the necessary information to process your repair. Please print AND include the form with your packaged unit to simplify the process. DOWNLOAD REPAIR FORM
PACKAGE YOUR RETURN
Be sure to carefully package anything for return, and include a printed copy of the REPAIR FORM with your package.
SEND IT OUR WAY
You are responsible for shipping your equipment to us. You can use any shipping method and/or carrier desired. We advise using a method where tracking is available. You may wish to purchase insurance as well. We cannot be responsible for items that you ship to us using your preferred shipping method. **Please note, we cannot ship to a P.O. Box.**
Please send your package to:
Paul C. Buff, Inc. - REPAIRS
2725 Bransford Avenue
Nashville, Tennessee 37204
**NEED IT SOONER**
Our standard repair turn time is approx. 5 - 7 business days. If you're looking to expedite your repair, please contact our Repair Customer Service team at 1-800-443-5542. Whether your equipment is in or out of warranty, you have the option to expedite your repair for a $25.00 fee.
DIAGNOSTIC / LABOR FEE
If your item needing repair is out of warranty, a diagnostic/labor fee will be added to your final repair total.
The diagnostic/labor fees, per item, are listed below:
DIGIBEE (DB400/DB800) - $35.00
EINSTEINTM (E640) - $45.00
(**Customers with an Einstein Flash Unit that has a serial number PRIOR to E64021779, please contact customer service before sending in your unit).
ALIENBEESTM (B400/B800/B1600) - $35.00
WHITE LIGHTNINGTM X-SERIES (X800, X1600, X3200) - $45.00
WHITE LIGHTNINGTM UltraZAP SERIES (UZ800, UZ1600) - $45.00
VAGABOND MINITM LITHIUM (VM120) - $35.00
CYBER COMMANDER REMOTE (CC) - $35.00
Estimates are not provided for products that are out of warranty. Non-warranty items are returned in full working condition.
REPAIR COMPLETION AND PAYMENT PROCESSING
At the completion of your repair you will receive an email showing the TOTAL COST of your repair. This total includes the diagnostic/labor fee, parts used, and shipping cost based on the zip code the unit is returning to. A link to our secure payment page will be provided in the email and you can submit your payment online using Visa/MasterCard/Discover or American Express. If you prefer, you can process your payment over the phone at 1.800.443.5542. Included with your repair will be a packing list detailing all parts used for your repair.
Decals, umbrella screws, etc. can sometimes take a beating on set and get lost in the shuffle, so we will take the time to get your gear as close to show room ready as we can! Our repair department is an extension of our customer service team and we will treat your gear with the attention to detail you’ve come to expect from Paul C. Buff, Inc.!
PLEASE NOTE: Once the service is complete we can only hold the repaired item for 30 DAYS from the payment email date, if payment is not received within 30 days from that date said item will be discarded without further notice
If your equipment is still under warranty (and you are in the U.S.), the service and repair is on us. We’ll repair your product that has become defective under normal use at no charge to you and we’ll pay for FedEx Home Delivery Shipping (U.S. only) to return it. Call us if you’d like to pay for a more expedited method. Read the full terms and details of our product warranty.
OUT OF WARRANTY
If your equipment is out of warranty, you can send it to us for repair service. We will contact you via email once we receive the item your are sending in for service.
VAGABOND SYSTEM REPAIRS
For Vagabond Systems repairs you may wish to contact us to diagnose the issue. If the issue is not with the battery, we recommend not sending it in as return shipping may be subject to air regulation fees. The fee is required all Vagabond™ products containing a lithium battery (the VLX™ system, the VM120 and VM120-230V Vagabond Mini™ Lithium systems, the VLXBAT spare battery, or the VMB8.8A spare battery) shipping by air or if you are located in AK, HI, or PR.
If you have any additional questions please contact our customer service team. We are happy to walk through the problems that you are experiencing to determine whether or not repair service is needed. If you do need to send your unit in, we can walk you through the repair process and let you know whether or not your unit is still under warranty.
Return equipment to Paul C. Buff, Inc.™ for any warranty and non-warranty repairs. There are no companies / service providers who are authorized to perform repairs, service, or upgrades for customers in the United States.
Located in Canada and needing repairs or service (whether warranty or non-warranty)? Please contact us to discuss your options. All shipping fees, duties, taxes, brokerage fees, etc. are the sole responsibility of the customer. Additionally, we recommend our Canadian authorized service and repair center, Service Camera Pro, for both warranty and non-warranty repairs. Using this repair center in Canada allows our Canadian customers to have quality service for their equipment without the added expenses and extended turn-around time involved in shipping the equipment across the border to our facility. **Customers with an Einstein Flash Unit that has serial number PRIOR to E64021779 MUST contact Paul C. Buff, Inc. customer service! Any Einstein Flash Unit serial number AFTER E64021779 can be sent to Service Camera Pro for repair.
International Customers are able to use us for repairs and service (whether warranty or non-warranty). Please note all shipping costs to and from our offices will be the sole obligation of the customer.
ITEMS WE ARE NO LONGER ABLE TO REPAIR
We are unable to process repairs for the following items, due to parts no longer being available. Please contact us if you have any additional questions.
Einstein E640 Flash Unit (*with a serial number PRIOR TO E64021779)
White Lightning ZAP 1000
White Lightning Ultra Series – U600, U1200, U1800
WL130 (coffee can)
WL5K and WL10K (coffee can)
ZEUSTM POWER PACKS (Z1250/Z2500)
ZEUSTM Z2500SH STANDARD FLASH HEADS
ZEUSTM Z2500BTH BI-TUBE FLASH HEADS
ZEUSTM ZRM1 RINGFLASH HEADS
Vagabond LithiumTM Extreme (VLX-G)
RX1 (Radio Remote)
ITEMS NO LONGER UNDER WARRANTY
The cost to repair the following items is not economical for you, the customer. The cost of the repair, plus shipping, is practically the cost of getting a new unit with a new warranty therefore we do not repair these outside of the warranty period.
Please contact us if you are unsure if these items are still within the warranty period.
CYBERSYNCS™ (Arrives with a 2-year warranty)
Original CyberSync™ Trigger Transmitter (CST)
CyberSync™ Trigger Transmitter 2 (CST2)
CyberSync™ Receiver Plus (AC)
CyberSync™ Receiver Plus (Battery)
CyberSync™ Receiver (AC)
CyberSync™ Receiver (Battery)
BATTERIES (Arrives with a 1-year warranty)
Vagabond Lithium™ Extreme Replacement Battery
Vagabond Mini™ Lithium Replacement Battery