Service

Moog Music services current Moog (or Big Briar) products built after 1996. Find info here on our service policies and procedures. If you need to contact our Service Department please reach out to techsupport@moogmusic.com (828) 251-0090 ext.246.

Moog Service - U.S.A.

Current Moog (or Big Briar) products built after 1996 are serviced from the factory in Asheville, N.C.  If you need to contact our Service Department please reach out to techsupport@moogmusic.com (828) 251-0090 ext.246 or Adam@moogmusic.com (828) 251-0090 ext.246.

International customers can find their local service centers here.

To receive a Return Authorization Number (RMA), please click the Product Registration link that will direct you to an easy online registration form. Before you send your product back to be repaired or returned, please make sure you fill out the form completely.

After receipt of the RMA #, please write that number on the outside of the box. This will help direct it to the proper department upon arriving at the Moog factory.

Ship the product to Moog Music Inc. 160 Broadway St. Asheville, NC 28801.

Ship product to us in original packing material if possible. We will review the unit for the required repair. If the work required is covered under warranty, we will do the work and return the unit to you freight paid. If the work required is out of warranty, we will provide you with an estimate prior to completing the work.

If you need additional assistance, please call (828)251-0090.

Moog Service - International

International customers can find their local service centers here.

Return/Service Policies

All sales are final and Products cannot be returned without Seller's prior authorization. All returned material is subject to a 10% restocking charge after inspection and approval.

For complete Moog Warranty information please click here.

For Voyager products, the product must be returned in the original inner package including the foam inserts and the original outer package. All other products must be packed carefully including any power adapter supplied. The Warranty will not be honored if the product is not properly packed. A letter stating the cause for return, the contact at the dealer, and proof of purchase date should be included. For non-warranty labor, our rate is $85/hour; an estimate will be given for approval by the customer before work proceeds.

Factory Modifications

Moog Music currently offers a variety of exciting Factory Modifications. Follow these easy steps to obtain one.

HOW TO OBTAIN A FACTORY MODIFICATION:

1: Register your product with Moog Music Inc. here (link to product registration)

2: Obtain an Return Material Authorization (RMA) number here (link to RMA Request). Choose "Customer Service" and click "Repair".  Follow the steps from there.

3: If you have the original packing material, we strongly suggest that you carefully pack the unit in it and overpack that box in another shipping box.

Do not ship your equipment to Moog Music until you have received an RMA number.


 

Vintage Moog Service

Moog Music is proud to offer service & repair for all Moog instruments built after 1996. Unfortunately, due to inventory constraints, Moog Music is unable to stock parts or manuals for instruments that were manufactured prior to that year. However, the following resources may assist you in finding parts or service for these instruments:
 
IN THE US:
 
Auxren LLC
4150 Cesar Chavez St.
San Francisco, CA 94131
 
Sherwood's Music
180 Patton Ave.
Asheville, NC 28801
828.254.0402
 
Audio Design
6555 El Cahon Blvd.
San Diego, CA 92115
(619) 583-7851
 
285 Amphlett Blvd. 
Sam Mateo CA 94401-1805 USA
Phone Number: 650 348 2737
info@caesound.com
 
Synapse Audio Systems/Portland Custom Shop
1115 SE Morrison St.
Portland, OR 97214
(503) 227-9260
 
Main Drag Music
330 Wythe Avenue
Brooklyn, NY 11211
718-388-6365
 
Armen' Service
New York, NY
(212) 563-4514
 
The Analog Lab
43-01 22nd St Suite 502
Long Island City, NY 11101
(212) 868-2492
 
Three Wave Music
5 Valley St.
07506 Hawthorne, New Jersey
973-949-3199
 
Retrolinear, Inc.
North Wales, PA 19454
(215) 699-8000
 
Audio Rehab, Inc.
3096 N. Clybourn Ave.
Burbank, CA 91505
(818).557.1232
 
Gerry Dahl
2545 Edinbrook Terrace North.
Brooklyn Park MN 55443
(763) 425-7035
 
IN CANADA
 
John Leimseider
Calgary, Alberta
T2X2G3 Canada
403-606-0280
 
 
IN POLAND
 
Analogia.pl
Krola Jana Kazimierza 9/4
81-743 Sopot, Poland
+48 601 685 431
 
IN THE UNITED KINGDOM
 
Cyberwave EMS
contact: Ben Rossborough

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, Moog will determine whether or not to honor the warranty without regard to the date of the purchase. Your new product warranty is transferrable to a new user with a proof of purchase dated less than one year prior to the current date.  To initiate a warranty transfer, email info@moogmusic.com with a copy of the original proof of purchase, the serial number, and your personal information and we will update the warranty status.  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 the service center in your country.

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.

How to initiate your warranty

Please initiate your warranty online at the Moog Music Website. Click “Product Registration”. If you do not have web access, fill out all the information on the card included with your shipment and mail to:

Moog Music Inc.

160 Broadway

Asheville, N.C. USA 28801

Attn: New Product Registration

Moog Modular System Warranty

 

Moog warrants its Modular Systems to be free of defects in materials or workmanship and conforming to specifications at the time of shipment. The Warranty Period on the System 35 and 55 is two years from the date of purchase. The Warranty Period on the Model 15 is thirteen months from date of purchase. 

ALL service issues must start with either a phone or email conversation with a Moog Authorized Service Center (MASC). This will help establish the problem and the appropriate next steps. 

During the first sixty (60) days of ownership, if it is determined that the problem is with a module, Moog will ship a new module to the customer via ground transportation at Moog’s cost and issue a Call Tag for the pick-up of the defective module from the customer covering the cost of the return shipment. Following the initial sixty (60) day ownership period, if there is a module problem at any time throughout the remainder of the Warranty Period, Moog will ship via ground transportation a “like new” or refurbished module to the customer at Moog’s cost and issue a Call Tag for the pick-up of the defective module to cover the cost of the return shipment. Should the customer desire expedited service, the customer can pay the difference between standard ground and expedited service and we will ship per the customer’s instructions. A valid credit card number must be on file with Moog. If the defective module is not returned to Moog after fifteen days, then Moog will charge the customer for a new module or, if refurbished module was sent then, 10% off of the new module price. 

Consumable items such as lamps are not covered by the Warranty. Accidental damage and damage caused by operation of the equipment outside Moog’s recommended operating conditions are not covered by this Warranty. This Warranty does not cover problems caused by your acts (or failure to act), the acts of others, or events beyond Moog’s reasonable control. 

If the MASC Manager determines that your “System” has a problem that an individual module swap cannot solve, then we will send out a service tech to your site or, at Moog’s option, pay to ship your System to the MASC. The Warranty covers all parts and labor, but does not cover travel and accommodation expenses if an engineer has to travel more than 75 miles (120 kilometres) to your facility. 

Note that service visits to remedy problems found to be caused by user error or the fault of third party equipment will be charged for at Moog’s then current service rate. 

This 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 on line. The terms of this Warranty are subject to change without notice. 

The Warranty Period is thirteen months (Model 15) or two years (System 35, 55) from the date of purchase. IMPORTANT: Check the build date of the System located on the serial number label on the back of the unit. If the System was shipped from our factory more than five years prior to the 

customer’s Date of Purchase, then the unit must be returned, at your expense, to a MASC for refurbishing and System Check prior to Moog honoring the Warranty. Without this, Moog is not obligated to honor a Warranty. This service will be performed at no charge to the customer except for the customer must pay for shipping the unit to and from the MASC. Alternatively, the customer can choose, at his expense, to have a Moog engineer visit the location and perform this service on site. 

If the System was purchased outside your country of residence, Warranty service business must be conducted with MASC at Moog’s Headquarters in Asheville, NC. 

Returning Your Module to Moog 

IMPORTANT: Please be careful when removing a module from your System! These modules are designed to be removed from the front of System. However, the cables can and will slide back inside the chassis of the System. If this happens, they can damage other components of the System. Carefully secure the cable so that it does not release into the chassis of the System. 

The customer must obtain prior approval in the form of an RMA (Return Material Authorization) number from Moog before returning any module. Click “Customer Service” to request the RMA # via email or call us at (828)251-0090. All modules must be packed carefully. The Warranty will not be honored if the module is not properly packed. Once the RMA number is received, carefully pack your Moog module, ship the module to Moog Music Inc. with transportation and insurance charges paid (unless a Call Tag has been given). Include your return shipping address and write the RMA number on the outside of the box. 

What we will do 

Once received, we will examine the module for any obvious signs of user abuse or damage as a result of transport. If the module was abused, damaged in transit, or is out of Warranty, the MASC will estimate of the repair cost and notify the customer prior to performing the required work. Warranty work will be performed and Moog will ship and insure your module to your United States address free of charge. 

How to initiate your Warranty 

Your Warranty is initiated by registering your product online via the Moog Music Website. Click “Product Registration”. Alternatively, fill out all the information on the Warranty card included with your shipment and mail to: 

Moog Music Inc. 

160 Broadway 

Asheville, N.C. USA 28801 

Attn: Office Manager 

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