Support

Our promise of quality doesn’t end after a product leaves the factory. For help, call or email our Service & Support team Monday - Friday 9:00 AM to 5:00 PM (ET•GMT-4).

support@westernelectric.com
+1 404-352-2000

Please provide us with as much relevant information as you can. We ask that you allow 3-5 business days for our support staff to field your request.

In the unlikely event that your listening experience is interrupted and the cause can be linked to your 300B(s), we will work with you to find a solution through the Return Materials Authorization (RMA) process. This process is handled by email from start to finish.

WARRANTY STATUS

RMA support is limited to original owners with a valid warranty. Valid warranty means:

1. You are within the Limited Warranty period of 90 days from date of purchase or the Extended Warranty period of 5 years from date of purchase. Replacement tubes inherit warranty time elapsed by their original.

2. The physical Extended Warranty registration cards included with your 300Bs were filled and returned within 10 days of purchase. If you are unable to satisfy the 10 day requirement, return the cards at your earliest possible convenience and email support@westernelectric.com with your reason for delay.

AUTHORIZED DEALER NOTICE

If your 300B was not purchased from Western Electric and you wish to initiate the RMA process, contact your Authorized Dealer. Dealer policies may vary. 300Bs associated with return and/or replacement decisions made outside of our control remain subject to the Western Electric warranty policy and RMA process.

1. Getting Started

Email support@westernelectric.com briefly explaining your reason for return. RMAs are processed with care and attention to detail, so be specific regarding problematic tube behavior. You will receive a response within 1-3 days typically.

We recommend reviewing the full 300B Warranty Policy before contacting us. A printed copy is included in the original packaging. Please also review the FAQs posted here.

2. Authorization

After reviewing your submitted information, we may authorize your tube(s) for return. If so, you will be assigned an RMA number, confirmed by a PDF form authorizing tube(s) for return. 

3. Inbound Shipping

Safely package your 300B(s) and tender to a reliable courier with tracking (FedEx, UPS, DHL) using the instructions on the PDF form.

• A physical, printed copy of your RMA form must accompany the inbound shipment. All inbound shipments without a printed copy of the RMA form will be rejected and returned to the sender.

• Only return the tubes listed on the form. It is not necessary to include matching tubes unless advised by Western Electric.

• Do not return wooden boxes. Outbound RMA shipments will be held until payment for the extra volumetric weight plus a $25.00 handling fee is collected.

4. Testing, Evaluation, & Determination

Once safely received, your tube(s) will be sent for testing and evaluation. We perform the same tests and measurements used during manufacturing to check for stability and long life, with additional listening tests in some cases.

Due to the complex nature of electron tube operation and widely varying amplifier configurations, it may not be possible for our engineers to reproduce and observe the problem you originally reported. Our goal is to inspect the tube for any manufacturing defects actively affecting tube performance.

Our determination(s) regarding replacement and/or other next steps will be communicated by email. All determinations are final, as stated in the Western Electric 300B Warranty Policy.

5. Replacement (if applicable)

If replacement is required, a new, matching tube will be prepared for shipment on the same day if possible. Outbound tracking information will be provided.

Note: Tubes are replaced on a one-to-one basis (single in, single out), not as matched sets. We maintain a complete database of 300B data, guaranteeing replacements match within the parameters of your original set.

Click here to learn what to expect regarding order delivery, returns, and refunds. Policies vary from product to product. Refer to the policy included with your product’s original packaging for details or contact us with any questions or concerns.