Warranty Enquiry - Staff/Shop Stock

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Warranty Procedures* This field is required.By submitting this form, you acknowledge that you have verified the fault. Incomplete or incorrect submissions will be referred back to the initiating staff member for resolution and customer follow-up. Before proceeding, please acknowledge that you understand our warranty procedures:
Required Documentation: Don't accept a customer's item until this form is completed in full.
Test & Verify: Where possible, test and verify the fault before accepting the item — if you can't, make sure to take detailed notes on the reported issue.
No Unauthorized Returns: Never offer a refund, store credit, or replacement without direct approval from Phil or Alysha.
No promises: Don't commit to a timeframe or guarantee a specific outcome — let the customer know the warranty team will be in touch as soon as they have an update.
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Who is completing this form?* This field is required.
Staff Member First Name
Staff Member Last Name
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Is this a shop or customer enquiry?* This field is required.
Customer Item
Shop Stock (Never Sold)
Shop Stock (Previously Sold)
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Is this a shop or customer enquiry? (Scroll Down for all Options)* This field is required.
Customer Item
Please Select
Shop Stock
Shop Stock - Previously Sold
Customer Item
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How are we verifying proof of purchase?We cannot accept a customer's item without verified proof of purchase. If neither of the below options apply, please advise the customer that they will need to locate their receipt before we can proceed.
The customer has provided a physical copy of their receipt
I have located the customer's purchase record in MUSIPOS and confirmed I am speaking with the account holder
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Customer Name and Contact PreferencesEnter the customer's details below. If processing a previously sold shop stock item, ensure the details provided match those of the item's previous owner in MUSIPOS.
Customer ID (if available)
Full Name
Please Select
Please Select
Phone (SMS)
Email
How would the customer like us to keep them updated as their request progresses? Previously sold shop stock N/A
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PhoneAdvise the customer that we will send updates related to their enquiry to this number
Phone Number
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EmailAdvise the customer that we will send updates related to their enquiry to this email address
example@example.com
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LogisticsThis helps us determine the most efficient return path. By knowing the customer's location now, we can arrange for suppliers to ship repairs directly to the customer, reducing our in-store clutter and handling time.
Please Select
Please Select
Yes
No
Does the customer live on the Sunshine Coast? (within a reasonable driving distance)
What is the customer's postcode?
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Proof of PurchasePlease find these details on the customer's physical receipt or their 'history' in MUSIPOS. For previously sold shop stock: We still require the original customer's proof of purchase; please locate the original sale record in MUSIPOS to find these details.
Invoice Number
Purchase Date (dd/mm/yyyy)
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Item DetailsPlease pull these details from the customer’s receipt or the item's inventory listing in MUSIPOS. If you're unable to find a serial number on the unit, write 'Unknown'.
Brand (e.g. Fender)
Model (e.g. Stratocaster)
SKU (the item code on your receipt)
Serial Number (check the back/underside of the item or its original packaging)
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What is the nature of the item fault? (tick all that apply)* This field is required.
No sound / No output
Intermittent sound / Cutting out
Distortion / Unwanted noise
Won't power on
Screen issue (blank, flickering, unresponsive touch)
Physical damage — cosmetic (scratches, dents, finish issues)
Physical damage — functional (broken jack, stuck keys, damaged hardware)
Connectivity issue (Bluetooth, USB, MIDI, wireless)
Software / Firmware issue (update failure, bugs, factory reset)
Other (please specify in Q12)
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Additional Fault Details* This field is required.Briefly describe the fault as observed or reported. If 'Other' was selected above, please specify here.
e.g. Unit won't power on. Tested with multiple cables and power sources...
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Under what conditions does the fault occur?(tick all that apply)* This field is required.
Always / Consistently reproducible
Intermittently / Randomly
Only when warm / after extended use
Only with certain inputs/cables
Only at high volume
Unknown / Customer unsure
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Has the fault been verified in-store?Only select 'Yes' if you have personally witnessed the fault. If the store was too busy to test, select 'No'.
YESNO
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Testing DetailsWhat testing have you performed in-store to verify the fault? The more detail, the better.
Huge
Large
Normal
Small
Ok
Ok
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Is the item currently in store?
YESNO
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Is the customer expecting a follow-up via their preferred contact method?
YESNO
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Other NotesPlease list any other information that might assist the warranty team with this enquiry.
Huge
Large
Normal
Small
Ok
Ok
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Final Acknowledgement* This field is required.
I understand that I am responsible for the accuracy of this submission and will be the point of contact for any follow-up required due to missing or inaccurate information.
Should be Empty: