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Old 09-24-2007, 03:16 PM   #31
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It doesn't hurt to try again if you don't do anything else wrong. But if you have any question about it, just email them as I noted above. Or you can call tech support, although they have limited hours when you can talk live with a technician. I have great success using email with them... excepting the occasional bounce that I need to re-send due to their spam filter.

My experience with them is they are more than fair with their returns. The best policy is just tell them what happened. Besides, they post in here too, so I'd be surprised if they haven't read your thread (although they may be really busy with Vegas prep).

If they do determine it's your fault, you'll pay a fraction of new price for a remanufactured one, which has the same warranty (120 days) as a new one. The www.teamnovak.com web site has details. Typical turnaround is a couple of weeks including shipping (I live across the country from Novak).
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Old 09-24-2007, 03:28 PM   #32
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Quote:
If they do determine it's your fault, you'll pay a fraction of new price for a remanufactured one, which has the same warranty (120 days) as a new one. The www.teamnovak.com web site has details. Typical turnaround is a couple of weeks including shipping (I live across the country from Novak).
what would be an approximate remanufactured price?
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Old 09-24-2007, 03:51 PM   #33
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Originally Posted by macnkitty2002 View Post
what would be an approximate remanufactured price?
They list prices on the web site
http://www.teamnovak.com/cs/web_options/index.html

I believe the XBR is model 1720 (look on your box or instructions to verify).

Shipping costs here
http://www.teamnovak.com/cs/cs_forms...ing/index.html

They have a good web site, lots of info, take a few minutes and check it out.
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Old 09-24-2007, 03:59 PM   #34
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[email protected]

[email protected]

[email protected]

In fact you did already email this to me today and I replied. You left out some details about that solder..... I replied to your email, feel free to reply back, I'll be here today till 5 PST, then back again in the morning at 8:30 PST.
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Old 09-24-2007, 04:03 PM   #35
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I just went and confirmed with our Engineering department. Acid core solder does in fact corrode the PCB and will cause shorts. So your solder caused the problem more then likely. It may have worked fine for a short time, then as you got a heat cycle through the weakened traces/connections, Bam. Smoke flames and all that fun stuff we hate to see.

Non warranty information is posted in the customer service section of our website, or if it's not found there now, you can email [email protected] (the manager) for complete details on your items.
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Old 09-24-2007, 04:38 PM   #36
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Hey Charlie,

I would like to confirm that I was using the correct type of solder, Radio Shack brand 60/40 Standard Rosin-Core Solder (I just checked). However, I believe it was the flux that corroded the terminals and caused a short. My LHS recommended and sold to me "Stay-Clean" liquid flux, however I found out afterwards that the manufacturer does not recommend the flux for electronics. The flux was acid-base, so that is most likely what caused the problem.

So, is my XBR still under warranty?
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Old 09-24-2007, 05:10 PM   #37
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So, is my XBR still under warranty?
If you mean are you getting a free replacement I'd guess probably not.

If you think about it, though, even though it's user error (and in this case I really believe it is and I think you do too) they're basically offering to go half-way on the price for you. Novak's customer service is excellent and their non-warranty policy is a model other mfr's should look very hard at.

Shame on your hobby shop...anybody who knows anything about soldering knows that acid flux is a no-no for electronics. For future referrence, if that hobby shop tells you one thing regarding suitability for purpose and the mfr's instructions tell you something else entirely (like the acid flux) BELIEVE THE PRODUCT MFR!! If they even IMAGINED their product was suitable for an application they sure wouldn't tell you it wasn't.
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