Factory Service

Should a Rotel product require service, the unit can be brought back to the local authorized Rotel dealer to handle service arrangements or the unit can be shipped directly to the Sumiko authorized Rotel service center, United Radio. If the product is to be shipped directly to United Radio for service, a repair authorization (RA) number must be obtained through Sumiko prior to shipping the product in for repair.

Email: rotelsupport@sumikoaudio.net

Phone: (510) 843-4500 x2002

Open Service Request Form


Warranty Repairs

1. Complete and submit the Service Request Form. It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner. A copy of the sales receipt is also required as proof of warranty and this may be submitted electronically via the online request form.

2. Once the return request is received, the Sumiko Technical Support Department will issue a return authorization (referred to as an RA) for the return of the defective product. An RA confirmation will be emailed which will include the RA number as well as a return address and shipping details. The RA number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.

3. Ship the unit to Rotel, insurance is encouraged but not required.

4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton, replacement shipping materials can be ordered through our Parts Department at (insert parts order form link here). Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). Sumiko assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Rotel models).

5. Once the product has been repaired, it will be shipped back prepaid. All repairs ship with a signature required to ensure safe delivery of the repaired unit.


Non-Warranty Repairs

1. Complete and submit the Service Request Form. It is critical that the correct serial number and a detailed description of the problem with the unit be provided on the form to ensure that the request can be processed in a timely manner.

2. Once the return request is received, the Sumiko Technical Support Department will issue a return authorization (referred to as an RA) for the return of the defective product. An RA confirmation will be emailed which will include the RA number as well as a return address and shipping details. The RA number must be attached to the outside of the carton when returning the unit. Any units returned without a valid return authorization number visible will be refused.

3. Ship the unit to Rotel, insurance is encouraged but not required.

4. All products must be shipped back in either the original packaging or suitable packaging. If you do not have the original carton, replacement shipping materials can be ordered through our Parts Department at (insert parts order form link here). Please do not include any accessories with the unit unless they are related to the problem (i.e. only return the remote if the problem is a suspected remote problem). Sumiko assumes no responsibility for shipping damages that are incurred as a result of poor or improper packaging. (Note that packing peanuts are considered poor & improper packaging for all Rotel models).

5. Out of warranty service is billed at $125 for the first hour and billed by the quarter hour thereafter. Once the product has been diagnosed, an estimate will be provided via email which will include: labor, parts and return shipping totals. If the estimate is approved, the repair charges will be collected prior to the repair. If the estimate is declined, a $125 service charge will be collected as a diagnosis fee and shipping will be furnished by Sumiko to return the unit unrepaired. Alternatively, if the unit is no longer wanted, it can be properly disposed of by Rotel at no cost.

6. Once repairs have been completed, the unit will ship back via UPS. All repairs ship with a signature required to ensure safe delivery of the repaired unit.

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