1. How much will it cost to repair my unit?

Many problems that seem similar could be caused by different failures within your unit. For example, video distortion in playback may be resolved simply by cleaning the video heads or replacing a bad cable. In more complicated situations, it could involve replacement of internal parts that could be much more expensive. The only way we can provide an accurate estimate to repair your unit is to have one of our technicians physically evaluate it in our shop. Our technicians have many combined years of expertise and training that will insure you have the best possible estimate for repair. There is a flat fee of $75.00 per estimate so this is the minimum cost to expect for each unit brought in for repair. This is credited toward the cost of the repair if our estimate is approved.

2. Is there an average cost to repair my unit?

Unfortunately there isn't. Each repair is unique and there are too many variables to determine an average repair cost. We can provide you with an estimate of what repairs are needed and the cost, as well as a quote for an exact or comparable replacement unit.

3. What if my unit can't be repaired?

The majority of units we take in are repaired. Occasionally the result of our diagnosis is that a unit can't be repaired or repaired cost effectively. The estimate diagnostic fee is applied to account for the bench time needed to make our evaluation. This is one reason why we prefer to consult with you before checking in an item for repair. We want to be reasonably sure that it can be repaired cost effectively and at times we may advise against bringing certain items in. At times we may even refer you to another service center if there is one better suited to work on your equipment.

4. When can I expect my unit to be returned?

We make every effort to return your unit in the shortest amount of time possible. The average is two weeks however; some factors are out of our control leading to longer turnaround times. Most vendors are able to get backordered parts to us in about a week, but occasionally parts are on national backorder from the supplier and this can cause delays. Often this is because they are coming from overseas. While we can seek an alternate source for backordered parts much of the time the manufacturer is the only one. For an additional charge most manufacturers will upgrade shipments to day-definite shipping services. Ask about this option if your repair is time critical.

Extensive or intermittent problems may also require more time and testing to determine the cause of the problem. Sometimes additional malfunctions become evident only after repairing to a certain point of operability resulting in the need for an updated estimate. Our service technicians will keep you up-to-date on any changes that may cause delays with your repair.

Including accessories essential to troubleshooting prevents delays and additional shipments. If you're unsure what to include please ask.

5. What if the unit still has a problem after it is returned?

Full Compass wants to exceed your expectations for repair service and our goal is to make sure the problem is fixed the first time. There are times when a seemingly similar problem or new problem will arise when you receive your repaired unit. In this case, the unit will need to be returned to our Service department for further evaluation. The percentage of returning units is very low, and we provide a 90 day service warranty for units returning with the same problem. All units received within the 90-day warranty period have priority over first time units coming in for repair.

6. Can I do anything to reduce the repair charges?

Yes. By providing detailed descriptions of the problems you are experiencing with your unit, our Service technicians can accurately diagnose the problem and give you the best, most cost-effective solution. An accurate description also allows the technician to go more directly to the source of the problem rather than spend more time trying to duplicate the symptom. Vague descriptions like "not working" require the technician to spend much more time defining the issue. This will increase the amount of time needed for evaluation. If you think your video equipment needs a cleaning it's helpful to share the symptoms that lead you to that conclusion. We want to test the unit thoroughly after cleaning to ensure that the malfunction wasn't caused by a different problem.

Taking the time to isolate the malfunctioning unit in your set up is key. Often times a problem observed in a unit is caused by another connecting unit or combination of connected units. You can save yourself estimate charges by sending the right one in the first time.

Surprisingly power cycling is often enough to get something working again. Try shutting your device off and disconnecting it from its power supply for several minutes or as long as possible. Trying this before you call may save you time and money.

7. Why do you charge that much?

We make every effort possible to charge a reasonable and competitive price for repairs. Our charges for labor include, but are not limited to technicians' salaries and benefits, administrative support costs, work space, utilities, ongoing training, and special test equipment.

8. What will happen to my recordings?

We're almost always able to rescue your data. This isn't always the case so we urge you to back them up before bringing your equipment to us. We cannot be responsible for lost data.