Frequently Asked Questions

IS A PG JUST AN EXTENSION OF THE EXISTING MANUFACTURER'S WARRANTY?
No, actually it's an upgrade to your existing manufacturers warranty. A PG offers benefits that aren't offered by manufacturers, like free wrapping, boxing, insuring and shipping at any UPS Store, nationwide. Further, a PG may cover elements of your product that the manufacturer does not, like power surges or commercial use. And unlike traditional warranty "extensions" that only kick in after the manufacturer's warranty has expired, PG Benefits are there for you to take advantage of the day your PG goes into force.

WHAT'S THE DIFFERENCE BETWEEN A REPAIR PLAN AND A REPLACEMENT PLAN?
A REPLACEMENT PLAN is available for products under $200 and is as simple as it sounds. If the product fails within 24 months, it will be replaced. (Actually, your original purchase price will be refunded and you can go purchase whatever replacement product you desire.)

A REPAIR PLAN is for products over $200 and offers free repair coverage for your product any time during the life of your PG contract. It also offers lots of other great benefits that you can read about elsewhere on this site and FAQ list.

CAN I GET COVERAGE ON USED GEAR?
Yes, you can get PG Coverage on used gear purchased in-store (that is less than 5 years old) for a period of up to one year. Used gear coverage is not available for online purchases at guitarcenter.com.

HOW AM I COVERED?
There are two types of plans, and therefore coverage differs by plan. For the REPLACEMENT PLAN your coverage provides for a one-time replacement of the covered product for a period of two years. Replacement will be made in the form of a two party check, made payable to you and Guitar Center for your full original purchase price. You may then use that check to purchase a replacement item of your choice.

For the REPAIR PLAN, you are covered for either one or two years (depending on the plan you bought) beyond the manufacturer's warranty. Benefits include, among other things, parts and labor for any required repairs on your product.

WHAT'S COVERED?
The benefits are listed elsewhere on this site. Click here to go there.

WHERE CAN I FIND A COMPLETE LIST OF BENEFITS?
Click here to go there.

WHEN DOES MY COVERAGE START?
For new products, coverage begins the day your extended Guitar Center return policy is up. On most items, that's on the 61st day. On pro audio gear, that could be on the 29th day. For used products, coverage begins on the 91st day of ownership (used gear coverage is not available for online purchases at guitarcenter.com).

If you have difficulty with the item prior to that, just bring it to your local Guitar Center and they'll solve your problem. If the item was purchased online at guitarcenter.com, please call 866-498-7882.

WHEN DOES IT END?
Your PG lasts either one or two years (depending on which PG you chose) beyond the existing manufacturer's warranty, for a maximum of 10 years.

DOES A "ONE YEAR" REPAIR PLAN COVER ME FOR ONLY ONE YEAR?
No. "One Year" refers to the coverage time that continues beyond the existing manufacturer warranty. One year gives you 12 months beyond the existing warranty, the Two Year plan gives you 24 months. And in either case, your coverage and benefits begin once your initial return period is up.

DO I HAVE TO WAIT FOR THE MANUFACTURER'S WARRANTY TO EXPIRE IN ORDER TO TAKE ADVANTAGE OF PG BENEFITS?
No, absolutely not. Your PG Coverage runs both concurrently and beyond your product's manufacturers warranty.

CAN YOU GIVE ME A REAL WORLD EXAMPLE?
Sure. Let's say you buy a 2-year PG on a Bose L1 speaker system where the manufacturer warranty is 5 years.

1. Coverage begins the day the doubled return period ends, in this case, on the 29th day of ownership.
2. Total length of coverage time is 7 years: 5+2
3. Should a customer experience failure any time during the mfg warranty period, say after 6-months, he can still take advantage of PG Benefits (like shipping) IMMEDIATELY. Unlike classic extended warranty coverage that BEGINS at the END of a manufacturer's warranty, a PG is also valid DURING the manufacturer's warranty.

IS THERE A MAXIMUM TIME FOR COVERAGE?
Yes, the maximum coverage period is 10-years.

WHAT IF I'VE BOUGHT A PRODUCT WITH A LIMITED LIFETIME OR LIFETIME WARRANTY? OR MY PRODUCT ALREADY HAS A 10-YEAR OR GREATER MANUFACTURER'S WARRANTY?
For products with a Lifetime, Limited Lifetime or a 10 Year or greater Manufacturer's Warranty, The Performance Guarantee is still a good investment. It provides many additional benefits that the Manufacturer does not cover, such as, free shipping and handling, power surge, commercial usage, normal wear and tear, free transfer of coverage to a new owner, double your price guarantee and double your return privilege.

IF MY PRODUCT HAS A NINE YEAR WARRANTY, WHAT PG SHOULD I BUY?
Because there is a ten year maximum coverage period, to insure full coverage you only need to buy a 1-year PG. If you purchased a 2-year plan, you can contact us. We'll refund you the difference in the cost of the two plans and adjust your coverage to the one year plan.

I DON'T HAVE TO BOX UP MY PRODUCT TO SEND IT OFF FOR REPAIR?
No. That's the job of any local UPS Store who is the official shipper of the PG Program. Once you've filed a claim, we'll tell you the closest location, just bring them the item and they'll handle the rest. Or, if it's more convenient for you to prepare it for shipping yourself, we can send you a call tag and UPS will come to your door to pick up the covered item.

WHAT'S COVERED THAT IS NORMALLY NOT COVERED UNDER A MANUFACTURER'S WARRANTY?
That varies by product, but in general, most manufacturers don't cover damage from commercial use, power surges and the like. Some manufacturers don't cover damage to speakers. Manufacturers also don't traditionally cover accessories like volume pedals. Some don't even cover switches, knobs, power meters, internal power supplies, pots or faders. In every case listed above, your PG provides coverage. Here's a more complete list of what's covered:

·  Repairs of Wooden Cracks in Acoustic Guitars (excluding finish)
·  Repairs or replacement of cracked wooden Drum Shells (excluding finish)
·  Defects to the headstock, neck or body of acoustic and electric guitars
·  Internal Power Supplies
·  Mechanisms and connected Electrical Parts such as Sliders, Pots, Faders, Jacks, Knobs
·  Speakers
·  Snare mechanisms and similar drum related hardware
·  Guitar Pickups
·  Switches
·  Power Meters
·  LED and LCD Displays
·  Power Surges

WHAT'S NOT COVERED?

·  Installation, set-up, programming or diagnostic charges
·  Head Cleanings, Alignments, Periodic Maintenance or Inspections
·  Failures outside the USA
·  Loss of use of product
·  Damage from misuse, abuse or willful neglect
·  Raw Frame Speakers sold separately from an enclosure
·  Finishes
·  Damage from improper storage
·  Any and all pre-existing conditions prior to effective date of coverage

WHAT CONSUMABLES ARE NOT COVERED?

·  Recording Heads, Audio/Video Discs, Computer Software, Tapes and Bulbs
·  Cartridges, styli and records
·  Strings, cables, batteries, antennas, external power supplies and vacuum tubes
·  Drum heads, drum sticks

WHAT TYPE OF PRODUCTS ARE NOT ELIGIBLE FOR A PG?
Lighting and mechanical stage equipment, used products older than 5 years, remote controls and chargers are not eligible for PG Coverage.

HOW DO I FILE A CLAIM?
Either on line at www.theserviceport.com/spgc/ or by calling 1-800-381-6418.