Synthesizer Service Center

Synthesizer Service FAQs

Here you find the answers to the FAQs (frequently asked questions) about our synthesizer service. If you have any questions or suggestions, we look forward to your e-mail or telephone call!

Contact us
If your synthesizer doesn´t work properly anymore please call us or write an e-mail.

Personal support
As soon as you have consulted us with your problem, we support you personally. We can possibly eliminate the problem without sending your device to us. Or we can solve the problem in our Synthesizer Service Center here in Vienna. However we will find the right solution for your problem.

Our service - transport and repair
If a repair is necessary in our workshop to solve the problem, you will receive our complete service. We organize the shipment, carry out the repair and care about the return shipment.

We are specialized in high end systems like PPG, OSC, Fairlight or Elka Synthex. Anyway we are able to repair almost everything which has been produced during the last 30 years (in terms of musical equipment, of course).

Please find below some of the instruments we have successfully repaired:

	ARP:	Odyssey, ARP 2600, Avatar..
	Cheetah	MS-6
	DK:	Synergy II
	Doepfer:	A-100 Modular System, MCV-1, ...
	Elka:	Synthex (repair of Synthex voiceboards)
	EMU Systems:	Emulator 2, Orbit
	Ensoniq:	ESQ-1, SQ-80, Mirage
	Eventide:	H-3000 Series
	Fairlight:	CMI I, CMI II und CMI IIX (repair of channel cards)
	Korg:	EX-8000, Wavestation, DSS-1, Polysix, Poly-61, Mono Poly, Poly 800, MS 10, MS-20, PS-3100, Korg Trident..
	Moog:	Mini-Moog, Memorymoog, Moog Modular System …
	MOTM:	Synthtech MOTM Modular Synthesizer
	NED:	Synclavier II
	Oakley:	Modular Synthesizer
	OSC	OSCar
	Oberheim:	OB-1, OB-8, OB-X, Matrix 6, Matrix 12, Xpander, OB-MX, Cyclone, DPX-1...
	PPG:	Wave 2, Wave 2.3, Wave 2.2 (repair of PPG boards)
	Rhodes:	Chroma
	Roland	System 700, Jupiter 6, JX-3P, JX 8P, JX10, D-50, Juno 106, Juno 60, SH-101, ...
	Sequential:	Prophet 5, Prophet 10, Prophet VS, Pro One, ...
	Waldorf:	Microwave I, Pulse, 4-Pole
	Yamaha:	TX-802, DX-7, SY-1, ...
	Zoom:	Various effect units

3. What should I take into account before I send/bring my synthesizer to Virtual Music?

Contact us
If you want us to repair your defective device, please contact us. We work based on a straight time management. After making contact we can fix an appointment or discuss the details how to proceed.

Complete the repair order form and fax / send it to us
If you want us to repair your synthesizer please fax us the completed customer order form for synthesizer service.

Customs fees due the import from non-EU-countries into the EU
If you reside outside the European Union (Swiss, Australia, Canada, USA, etc), we have to pay customs fees for your goods. These fees are charged to you at the end of the repair. To keep these fees as low as possible, it is important to declare the goods with the right commercial value and the right customs class. As a special service for you we will send you a PDF with the appropriate customs declaration (in German or English). Simply print out the PDF and put it onto the box. So you save money because of avoiding hight customs fees. If you want this, please aks for that.

Now our service starts: We will organize the transport, prepare the customs declarations, carry out the repair and care about the return shipment. It´s so easy and comfortable for you!

4. Why does Virtual Music need my completed order form before I bring my device to the service?

Best service for the customer
To be able to support you optimally from the beginning, we need your personal contact & payment details and equipment specific data.

After we have got your completed order form (fax is the best way) we can care about the shipment, repair and return transport.

With the completed order form, you help us that we can carry out the service smooth, fast and to your full satisfaction.

We are definitely one of the fastest service facilities for music electronics. According to the urgency we can offer you two service classes:

Economy Class (6 to 10 working days*)
At a normal exploitation we can carry out a repair order within 10 working days. The incoming equipment is queued, repaired and after payment immediately sent back to you.

Priority Class (1 to 3 working days*)
In particularly urgent cases we immediately repair your equipment after arrival in our Service Center. As soon the repair is completed and paid we will ship your device.

* It is a prerequisite that required spare parts are promptly deliverable.

Another important part of our service is that we can care about the transport of your equipment. No matter where you are.

You reside in the area Vienna
We offer our individual delivery service. Your equipment will be picked up, transported properly, repaired and then delivered by Virtual Music. You only have to fill out the order form and get your device ready for pick up. We will do the rest. It´s so comfortable and simple!

You reside outside of Vienna (Linz, London, Sydney ...)
For national and international customers we organize our partner forwarding agency which makes an appointment with you for picking up your equipment. They will transport it properly and finally delivers it.

You only have to fill out the order form and prepare your device for the shipment. It´s our job to care about the logistic details, too.

International and national transport by the forwarding agency
The best way for transporting your synthesizer is a suitable flight case.

If you don´t have any suitable flight case for your synthesizer, then wrap it into several layers of blister foil (bubble wrap) and pack the whole thing into stable corrugated cardboard. In any case you should take care that your device is protected sufficiently for the shipment and the packet is indicated as "Fragile / Zerbrechlich". Take care that joysticks and knobs are protected against pushes from the outside. It is your responsibility to pack your synthesizer properly for transport.

If the forwarding agency delivers your instrument, please check the package for any damage and note these damages on the freight papers of the cargo clerk. If you found any hidden problem you must contact us immediately and reclaim at the cargo company at once, too. We send all goods insured if sent with mail; cargo is basically uninsured unless you order an insurance.

Individual delivery service in the area Vienna
If you want us to pick up your device personally, you don´t need to pack it. We will bring suitable packaging material to transport your equipment properly.

Our repair service is based on expenditure of time. One working hour is charged with 58,- Euro netto (economy service). Additional services, like spare parts, packing and shipment costs are charged based on effort and are an additional part of the invoice. For component repair (e.g. voice cards) we provides a properly working testing system. Per repair order of a component repair there is a flat fee charged which is 90,- Euro for a PPG or Synthex repair and 180,- Euro for a Fairlight repair, regardless of the amount of defective boards.

VAT number for customers in the European Union
In principle we issue the invoice including all legal taxes. If you have a valid VAT-number we are able to issue the invoice without VAT (value added tax, 20% in Austria). In this case you have to pay the VAT in your native country.

Customers outside the European Union
If you are outside the EU we are able to issue the invoice without any VAT. It is in your responsibility only to pay the VAT in your country.

Credit card
The most comfortable way to pay is the transaction per credit card. We accept Mastercard and Visa. After we charged the amount of your invoice to your card we will get the release by the credit card company (a process of a few minutes). Now we prepare your synthesizer for transport. The amount is withdrawn from your card account automatically after 6 weeks.

Pay in advance or cash payment
If you don´t have any credit card, we accept also payment in advance on our account, or cash payment at collection/delivery.

After we have repaired your synthesizer you will get an invoice and a detailed service report.

This service report informs you about all technical details of the repair or the service. With that you are informed very well about all done and charged work.

Frankly: No, defective equipment bought on Ebay might be cheap only at the first sight. But repair can be very expensive. Therefore we don´t repair faulty or defective equipment bought from Ebay´s!

Explaination: In the past customers came with faulty or defective equipment which was sold very cheaply on Ebay. In many cases the seller wrote in the description: "Well, once upon a time the XY-Synthesizer doesn´t work anymore. I don´t know what happened, but this shouldn´t be a problem for a technician...."

Reality often showed something completely different: Many of these units were tortured by "semi tech guys" and therefore damaged. Scratched track conductors, ran out batteries, damaged chips and even missing power supplies (!) were the results of the technical abuse.

For us as professional service guys these Ebay corpses are a problem: Service and repair is - if possible - very time consuming and therefore very expensive for the customer. So customers wouldn´t be happy with getting a bill which might be the same value as a working instrument. That´s why we decide not to repair broken bought equipment.

For people who want to buy vintage synthesizers we strongly recommend to buy working and tested equipment. This might be more expensive but you´ll have fun for the next years!