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42 Chapter 4
Toll-Free Telephone Product Help
You can reach Thomson Consumer Electronics at the following number:
1-800-679-4776 (Toll free inside U.S.A.)
Thomson provides a toll-free telephone number to help you with any
problems you may encounter with your DIRECTV PLUS™ system, as many
problems can be diagnosed over the phone. If necessary, a replacement unit
can be shipped to you. Please have your DIRECTV PLUS™ system model/
serial number and date of purchase ready when you call. If your unit is
out of warranty, we will quote the cost of an exchange unit to you.
Returning Equipment to Thomson for Repair or Exchange
If we are unable to resolve your problem over the phone we will gladly
service your unit or exchange it for a new or refurbished unit. Refer to the
limited warranty included in the booklet to learn about your specific rights
and responsibilities. Always consult Thomson and get a Return Authorization
number before returning anything. Obtain a Return Authorization (RA) number
from the telephone representative before returning your equipment to avoid
delays, accounting errors, or even loss of your unit.
Important Information to Customers Who Ship Defective Equipment to
Thomson Consumer Electronics
The Thomson representative who authorizes the return of your equipment will
give you an RA number over the phone. The representative will also provide
you with instructions on where and how to return your unit. Write the
number in large, clear characters on the outside of the box. To avoid confusion
and misunderstandings, shipments without an RA number clearly visible on
the outside of the box will be returned to you at your expense.
Include a brief note describing the problem and any conversations you have
had with Thomson personnel about the problem. Include your name, address
and model/serial number of your unit. These numbers are located on the back
of your receiver. If your DIRECTV PLUS™ system is within the warranty
period, please provide a copy of the bill of sale to verify purchase date. Use
the original box and packing material to protect the equipment from damage
in shipment. For your protection, insure all shipments for full
replacement value and use a reliable shipper. Thomson assumes no
responsibility for warranty shipments from the customer to the factory if not
shipped in the manner prescribed by Thomson.