Andy here again:
Just to clarify about warranty shipping and how it works.
This is from our limited warranty that is posted on our website:
Moog Standard Warranty
Moog warrants its products to be free of defects in materials or workmanship and conforming to specifications at the time of shipment. The Warranty Period is one year from the date of purchase. If, in Moog's determination, it has been more than five years since the product shipped from our factory, it will be at Moog's discretion whether or not to honor the warranty without regard to the date of the purchase. During the Warranty Period, any defective products will be repaired or replaced, at Moog’s option, on a return-to-factory basis. This warranty covers defects that Moog determines are no fault of the user.
The Moog Limited Warranty applies to USA purchasers only. Outside the USA the warranty policy and associated service is determined by the laws of the country of purchase and supported by our local authorized distributor. A listing of our authorized distributors is available here.
If you purchase outside of your country, you can expect to be charged for warranty as well as non-warranty service by our in-country distributor.
Returning Your Product to Moog
You must obtain prior approval in the form of an RMA (Return Material Authorization) number from Moog before returning any product. Click “Customer Service” to request the RMA # via email or call us at (828) 251-0090. All products must be packed carefully and shipped with the Moog supplied power adapter. The Voyager and Little Phatty must be returned in the original inner packing including the foam inserts. Sorry, the warranty will not be honored if the product is not properly packed. Once you have received the RMA# and carefully packed your Moog, ship the product to Moog Music Inc. with transportation and insurance charges paid, and include your return shipping address.
What we will do
Once received, we will examine the product for any obvious signs of user abuse or damage as a result of transport. If the product abused, damaged in transit, or is out of warranty, we will contact you with an estimate of the repair cost. Warranty work will be performed and Moog will ship and insure your product to your United States address free of charge.http://www.moogmusic.com/support/servic ... d-warranty
What all of that boils down to is under normal circumstances, the customer is responsible for shipping an item to Moog for warranty service, and Moog will pay to ship and insure the item on the return trip home.
However, as the Service Manager, I can waive this policy(if I feel that the situation warrants special treatment) and offer to send a UPS/FED EX RETURN LABEL to the customer via email to cover the cost of shipping. This is something that I often do in special circumstances, especially if a unit fails within a few weeks/months of purchase. But this is a courtesy that I offer, and is NOT part of the standard warranty service.
I hope this clears up any confusion!!!
Service Department Manager
Moog Music, Inc.