We are one of the only instrument companies that still performs in-house repairs. Taking care of you in your time of crisis is important to us, which is why we want to let you know what to expect when your Edwards needs repairs. We only work on Edwards instruments.
Be sure to get an RMA number (return material authorization) prior to shipping. After packing your instrument safely, place the RMA number on the outside of the box. Also, be sure to include a letter explaining the needed repairs. Please ship your horn via UPS, not USPS. As UPS has automated machines that sort boxes, it is possible for them to damage your instrument. We recommend purchasing insurance to cover the cost of the horn.
Upon receipt, we will first check in the horn. Our production manager will evaluate the instrument and the necessary repairs. If non-warranty work is required, we will call you with a complete quote. Repair work will begin once you OK the quote. Most repairs take 2 – 3 weeks (realize that the factory is only open Monday through Thursday). If you take into consideration shipping (both ways) and repair time, you should be able to estimate how long you will be without your Edwards. Repair work is a part of the production schedule so that we can return your horn quickly without disrupting new instrument flow to our back-ordered customers. Finally, we do not have loaner instruments.
We want you to be able to make music with your Edwards for many years to come. What better place to repair it than where it was built?