International warranty support ----
There is a lot of misunderstanding on Crown’s position on warranty service for our products when they are purchased in one country with the intent to be used in another. The Crown 3 year warranty is in affect with in the country that the products are purchased. The misunderstanding is that if a product is purchased in one country and taken into and used in another country that the warranty is valid with in the country that the produce is taken to. This is not true do to the following reasons.
All of Crown’s and all other Harman Pro distributors are independent distributors that are not owned by Harman, but are under agreement to sell and support our products with in their own country. Please understand that none of the Harman companies pay a commission to our distributors for selling our products.
They are required to purchase our products, warehouse them, market, support and establish a distribution network to sell our products. This is an expense to our distributors and they only receive income when they sell the products to their customers. They do not make any money on warranty service. Since it is at their expense that they provide the service and support they cannot nor do we expect them to support products sold by a different distributor/dealer. That is responsibility of the selling distributor/dealer.
Crown/Harman does not restrict a customer from buying our products and carrying them into a different country for their use. We do however ask them to understand that with the perceived savings that many think they are receiving by doing this that they are also responsible to understand that the warranty is valid, but they will have to return the product to either the selling dealer or to Crown in the USA.
For our international contractors who have projects in various countries and are doing turnkey installations, we give them two choices, either they will supply the needed support to the customer or they contract with our local distributors for the support.
I hope this give you a better understanding of our policy and the reasons for them.
Director of International Sales