Lenz Digital Plus

North American Warranty Service

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TLA now performs all technical support and warranty service for the Lenz Agency of North America, for both Canadian and American owners.


Lenz North American Warranty Coverage and Service

Please contact us FIRST, BEFORE sending any item(s) for warranty service or upgrade.

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Lenz is rightly proud of the engineering and quality of the products it sells. And that is why it introduced its 10 year warranty when it first began commercial operations in North America.

Over the years since 1991, some aspects of the 10 year warranty have been open to misunderstanding and/or abuse.

That experience makes it necessary for us to clarify the warranty coverage to try to preclude any future abuse or misunderstanding.


The following replaces all previous statements of warranty coverage with immediate effect and warranty coverage is limited to the express provisions below:

Lenz Warranty coverage applies only to the primary owner of any component or system. It does not extend to systems or items purchased second hand, nor to third-party interlocutors.

Any warranty coverage or service request must be substantiated with a copy of the original receipt for the item.

Please be aware that the Lenz North America warranty covers only items purchased from authorized dealers in North America and only owners normally resident in North America.

Items bought or used elsewhere may be offered some warranty coverage as a courtesy. This, however, is at the discretion of the Lenz Agency of North America. Such coverage may be subject to shipping and service charges, even in the year 1-4 part of the warranty.

Opening a case or disassembling any item or altering any item (e.g., by removing protective wrapping) immediately voids any warranty coverage.

Year 1 following purchase:

"Goof Proof" Warranty coverage.

If any component is defective or has been damaged inadvertently by the owner, Lenz will repair or replace the item and will cover the cost of return shipping to the owner by the least expensive means.

Please note this covers only inadvertent errors made by the owner himself/herself.

Only one replacement of any item will be made. For example, an owner cannot 'blow' a decoder more than once due to faulty installation and expect to have it replaced a second or more times.

Items abused or altered by the owner will not be covered.

Nor are instances of egregious ignorance of basic electronic concepts covered, e.g., connecting one or more wires to incorrect terminals or connections, or purposely subjecting a unit to prolonged short circuit conditions.

Instances of abuse or other exceptions will be determined at the sole discretion of the Lenz Agency.

Notwithstanding such abuse or error, the Lenz Agency may - at its own discretion - choose to extend any amount of warranty coverage it may deem appropriate to the circumstances.

Years Two and Three following purchase::

If any component is defective, the Lenz Agency will repair or replace the item at its discretion.

The cost of returning the item by whatever means the owner may choose will be to the account of the owner.

A service charge (currently $25.00) will also be to the account of owner. This charge may be waived or modified at the sole discretion of the Lenz Agency.

If an item is damaged inadvertently by the owner, the Lenz Agency at its sole discretion may offer the owner a replacement at return shipping + wholesale cost. + service charge.

All the provisos noted above also apply.

Years Four through Ten after purchase:

If any component is defective, the Lenz agency will repair or replace the item at its sole discretion.

The cost of returning the item by whatever means the owner may choose will be to the account of the owner.

A service charge (currently $44.00 per hour, minimum $25.00) will be applied to any repair work done on any item.

At the sole discretion and offer of the Lenz Agency, the owner may choose, instead of repair to the unit, to accept a refurbished unit (or at the sole discretion of the Lenz Agency, a new unit) at wholesale cost plus a nominal service charge.

All the provisos noted above also apply.

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Commercial Repair Businesses, other middlemen or interlocutors (other than authorized Lenz dealers):

No warranty coverage applies to any item that may be submitted for repair/replacement.

The Lenz Agency at its sole discretion may undertake repair or replacement of any item.

Terms of service and charges will be at the sole discretion of the Lenz Agency.


Shipping your system/Items to us:

Please contact us FIRST, BEFORE sending any item(s) for warranty service.

We will provide you with relevant instructions or information.

First:

Please write or print clearly and easily visibly on the outside of the package:

"Model Train Controls Sent for Warranty Service".

Second:

Please address all parcels to:

TLA Custom Models

Lenz Warranty Service

16 Drummond Street

Kingston, Ontario

K7K 5S1

Canada

For owners who will be shipping items to us from the U.S.A. , please send your items via the U.S. Postal Service. Postal shipments normally arrive without any charges whatsoever.

Items sent via UPS or Fedex invariably incur hefty service or clearance fees (which we must charge back to the owner).


This page updated April 27, 2015

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