GPS Navigation is Everywhere – So What Is It?

Most people know about GPS. It’s on our cellular phones, in our cars and seems to be omnipresent in technology. What really is GPS? How does it work? Why does it work in some situations but not in others? These are some of the questions I’m going to address today. GPS is a more complicated system than some people realize and I want to shed some light on the subject.

GPS stands for “Global Positioning System”. The system consists of 24 satellites orbiting the earth everyday. Where did they come from? These satellites were originally put into orbit for military use by the United States Department of Defence. In the 1980s they were made available for use by the public. Since then, GPS devices have been a booming industry. Think of the Personal Navigation Devices in cars. Or the mapping capabilities of your phone. There are still other positioning satellites out there – GLONASS (Russian) and the planned upcoming Galileo Positioning System being developed by the European Union. There is also the American Standard Global Positioning System, still the strongest player in the commercial market.

So now that we know what GPS is, how does it work? With 24 GPS satellites in orbit, a standard hand-held GPS device needs to have a clear line of sight to 3 satellites to generate your location on the planet. This uses a fundamental principal called Triangulation. Your device, be it a tour app or a bus, sends out a ‘ping’ to the satellites. When the Satellites receive that ping, they transfer the data (how long the satellites took to receive the message) to a Monitoring station. The Monitoring station then relays the location back through the satellites and to the device to tell it where it is positioned. This all happens in the blink of an eye.

In our case, we use GPS for our commentary systems. Our GPS receivers lock signals with several different satellites orbiting the Earth. This allows us to play commentary at precisely the right moment on sightseeing routes worldwide.

Occasionally something happens to make your GPS unavailable. Normally you may notice your device states “GPS Searching”.  GPS Satellites can normally see through “soft” materials, while being blocked by “hard” or “reflective’ materials. As an example, a GPS signal can easily penetrate vinyl, but has a much harder time penetrating a metal roof. This can show itself in a variety of ways, and ‘hard’ or reflective materials are found in a lot of unexpected places. Large buildings are obvious, while not many people know that tinted windows contain metal that can block GPS signals. You always need to be aware of location when you are holding or installing a GPS device or antenna.

GPS is a great technology for a lot of different applications and is a perfect tool for almost any outdoor tourism application.  Just look at the way GPS has changed the way we travel - with devices like Garmin or applications like EveryTrail.

The Myths About Rechargeable Batteries

The rechargeable battery. It seems so simple in design and most of us have been using them in everything from doorbells to electric toys since we were kids. Such a variety of batteries exist and there seems to be new types of batteries arriving on the market all the time.

Duracell or Energizer? There is one thing about rechargeable batteries that is peculiar. Rumors abound and even batteries are surrounded by urban legends. I am talking of course about how to charge them.

Rechargeable Batteries. Memory, Life and Volatility.

Since their invention all the way back in 1859, (Yes, rechargeable batteries have been around that long!) there have been a lot of questions and speculation about rechargeable batteries. Battery ‘memory’, battery life and battery volatility. These are the three subjects I’ll be addressing today.

Battery ‘memory’. Do you really have to ‘train’ your batteries by draining them all the way to ‘dead’ and charging them all the way back up? The answer to this is no. The interesting part is that the answer used to be yes.

In older lead-acid and NiCd batteries this used to be an issue. A battery did have to be charged fully before using it. Then, it had to be completely drained. This was due to low quality components being used at that time. Since the mid-1900s, battery quality has increased dramatically. In this day and age, you can charge your batteries any time without having to worry about them ‘remembering’ a lower maximum charge.

Battery Life is covered in myths too! – refrigerating or freezing batteries, increasing their life by putting them in the microwave or letting batteries warm to room temperature before using them are common myths. I can assure you that none of these directly affect the life of the battery as a whole. What does affect a battery are the number of Charge Cycles it goes through.

A charge cycle happens any time a battery is connected to a recharging device in an attempt to recharge it. All batteries have an expected number of charge cycles determined by the manufacturer. The batteries we provide for example, have 900-1000 expected charge cycles. The best way to increase the life of your batteries is to only charge them once per day.

The best method of accomplishing this is to turn off your battery chargers during the day so you can turn on your battery chargers for overnight charging. That way, if a tour device such as an audio guide is picked up and put back into a charger slot during the day, it doesn’t use a charging cycle (because the power is off).

Rumours abound of batteries doing some pretty odd things up to and including massive, fiery explosions! Of course this rumor is mainly just myth. In reality, not all batteries have the ability to explode, even when set directly on fire. Setting batteries alight is still not a good idea, as the battery can rupture (complete with a popping sound and a jump), breaking the seal and releasing potentially harmful gases into the air.

Most batteries start in a more volatile state early in their development. Batteries such as Lithium-ion batteries were actually prone to overheating and catching on fire if they were charged improperly when they were in the testing stages of development. Again, advances in technologies have made these batteries safe enough to be carried in nearly every modern cell phone, providing a much longer battery life than their lead-acid cousins. This also means that our Infrared Audio Guide products can function for up to 18 hours before needing to be recharged, even with an LCD screen and high definition audio.

In conclusion, while wives’ tales and urban legends have sprung forth over the years, telling us to not step on a crack or throw a pinch of salt over a shoulder, it’s always a good idea to do your research to see if a potential issue actually exists.

GPS Tour Breaks Down Language Barriers in Alaska

Beautiful and Bountiful Alaska with White Pass & Yukon Route

Once again we found ourselves surrounded by the white-capped Rocky Mountains far north of my home latitude.

Driving south from Whitehorse we passed through the magnificent White Pass – the only way people are able to drive into Skagway, Alaska. I was immediately struck again by the surrounding beauty of Alaska – having traveled here in 2013. It was simply – Awe.

The landscape is inspiring and reminds me why so many people dream of making this trip into the Alaskan wild. I was so fortunate to back again – this time for an iconic scenic railway. When arriving on site and seeing the narrow gauge railroad, my inner child wanted to leap out of me – having both dreamed about being a train conductor and a gold rush pioneer as a kid.

Our client, White Pass & Yukon Route offers passenger experiences “to the White Pass Summit, passing Bridal Veil Falls, Inspiration Point and Dead Horse Gulch” where people enjoy “breathtaking panorama of mountains, glaciers, gorges, waterfalls, tunnels, trestles and historic sites.”

When I was in Alaska for the first time, I jumped at the opportunity to ride on this train. The trestles, gorges, waterfalls and glaciers were spectacular. And you get to see the original “Klondike Trail of ‘98 worn into the rocks, a permanent tribute to the thousands of souls who passed this way in search of fortune.” It’s a once in a life time experience!

GPS Tour Systems Deliver One of Seven Languages

While I would have loved to ride the train again, I was in Skagway to provide support for the installation of our GPS Commentary Systems in many of their vintage passenger coaches.

These vintage coaches are pulled by diesel-electric locomotives that wind up and around the Klondike mountain region, into British Columbia as well as into the Yukon in northern Canada. It’s amazing to think about the “tens of thousands of men and 450 tons of explosives” that were used to overcome this relentless geography to create the “railway built of gold”.

While in Skagway, I had the opportunity to take photos and I’ve included a couple of photos for you. I promise they don’t come close to the enormity and the majesty of experiencing these mountain ranges for yourself.

White Pass & Yukon Route Glacier Train Experience

















Servicing Foreign Language Travellers With Better Tours

For the team at White Pass & Yukon Route, this multilingual GPS tour project was a departure from their standard operations.

On any given day staff members would provide professional (English speaking) live guides in many of the vintage train coaches – with potentially one train car broadcasting to several other cars over a wireless microphone system. This was a challenge at the railroad due to an increasing trend of foreign language travellers arriving for the Klondike Gold Rush train experience.

White Pass & Yukon Route Glacier GPS Tour System Experience - AudioConexus






















During my visit, I spent my time supporting the installation of several GPS tour systems, including GPS receivers and Guide Control Panels used by staff to select any language for their tours. The entire experience is completely automated, providing passengers with enhanced tour entertainment in several languages.

The new audio commentaries were also tested on the train route, created hand-in-hand by our script writers and White Pass & Yukon Route staff.

Now that our GPS tour systems are installed, any guide is able deliver one of seven languages in each of the train coaches outfitted with our system. This provides passengers with engaging audio tours, including English, French, German, Japanese, Mandarin, Portuguese and Spanish.

The GPS tour system automates the delivery of commentary on route. While this new service was provided at the end of this season, a few end of season trials showed that the audio commentary was a big hit with foreign language passengers.

My favourite story was hearing about Japanese tour groups and their reaction to the tour commentary. Passengers were standing up and shaking hands on cue as they danced to the “Summit Shuffle” at the top of the White Pass. What a blast!

This was the first time Japanese travellers were able to understand and participate in this wonderful tradition. This is what makes our on-sites so meaningful!

Overcoming Challenges for PA System Announcements

Early on in our technical planning process, we took note of a challenge. The White Pass & Yukon Route staff holds the safety of all passengers as their number one priority. Train cars rely on wireless microphones to deliver emergency messages to passengers on every car.

What could we do to accommodate this request with our single language GPS commentary systems?

To overcome this challenge – we added an additional system component.

I’d like to provide a brief introduction to what’s called an “Audio Ducker“.

Taking only half an amp of power, this is a small but useful piece of equipment to mix and temporarily mute audio channels as required. Here is what an audio ducker does: The ducker allows a commentary system to be muted if there is an incoming microphone signal, allowing all passengers to hear live guide announcements as required over a Public Address (“PA”) System.

By adding an audio ducker during the integration of the GPS commentary system we were able to meet the need for emergency and other live guide announcements as required.

What this means is, if a guide needs to deliver an announcement to passengers using a microphone, their voice is heard immediately over the PA System. Audio commentaries are muted until the microphone is turned off.

My Last Day in Skagway

Wrapping up technical support and training was bittersweet. The project with White Pass & Yukon Route was an amazing opportunity to get back to a part of the world I love. And working side by side with train staff was a great experience. I got to spend my time with people who really love what they do and really care about their customers.

But as a person who appreciates the great outdoors and everything it offers – it was hard to leave Skagway’s historic stores, saloons, its wildlife and beauty.

I’m always sad when I have to leave the mountains, especially in Skagway, Alaska. There are sights, sounds, history and people that you can only find in some of the last untamed lands in North America. Just ask the bears that stop by the train yard.

Multilingual Commentary Systems Upgraded to 32GB Memory

Our GPS wired and wireless multilingual commentary systems now come with 32GB of standard memory.

The 200% increase in internal memory card size will allow up to 6046 minutes of content.

Say Goodbye to 8GB of Memory

Whether you’re using the TourMaster Hardwired Commentary system or TriggerPOINT Wireless for portable bus systems our 8GB memory cards offer the following storage capabilities:

TourMaster Hardwired Commentary System

  • Mono 8GB Card = 1511 minutes of total audio tour commentary (~25 hrs)
  • Stereo 8GB card = 755 minutes  of total audio tour commentary (~12.5 hrs)

TriggerPOINT Wireless

  • Mono 8GB Card = 1511 minutes (~25 hrs)

What You Get With The New 32GB Standard

Compact Flash Card 32GB SanDisk

 

 

 

 

TourMaster Hardwired Commentary System

Mono 32GB card = 6046 minutes (~100 hrs)
Stereo 32GB card = 3023 minutes (~50 hrs)

TriggerPOINT Wireless

Mono 32GB card = 6046 minutes (~100 hrs)

*Mono or Stereo PCM 16 Bit, 44.1 KHz WAV (Mono 5.292 MB per minute) (Stereo 10.584 MB per minute)

How to Calculate Your Storage Requirements

1000MB is equal to 1 GB of memory. If you are planning a 90 minute tour in 10 languages, then:

90 minutes x 10 languages = 900 minutes of tour commentary.

Stereo

900 minutes x 10.584 MB = 9525.60 MB.

This is equal to 9.52 GB of memory required to support your tours on the commentary system.

Mono

900 minutes x 5.292MB  = 4762.80 MB.

This is equal to 4.76 GB of memory required.

In both these cases, there is significant room for expansion of your tours. You can add languages, tour topics or extend your tour routes with new audio commentary without having to worry about upgrading memory in the future.

Scalability of Memory Card Options

While our multi-language commentary systems now come standard with a 32GB memory card, you always have the option to upgrade to a higher capacity memory card.

Why would this be needed?

Some of our clients are providing sightseeing tours in more than 20 languages simultaneously. And they are adding new routes and tour topics like architecture, history and kids tours. If you plan on delivering a lot of content we’ve got you covered.

How Solebike Uses Tour Guide System to Enhance eBike Tours

Solebike, an electric bicycle sightseeing company in Athens, Greece provides safe and fun cycling tours to world heritage sites, offering several tour options including:

Co-founders Costas Giannopoulos and Sofia Souflaki created the business to cater to the needs of visitors seeking better tours on bikes – to share the unique and amazing history of an iconic city – Athens.

Solebike’s Tours Offers Visitors Live Guided Narration

A local company proud of Athen’s rich history and heritage is sharing their expertise of the region by providing live guided narrated tours on eco-friendly e-bikes.

To enhance the cycling experience, Solebike uses our tour guide system to communicate with guests as they take visitors to sites people don’t typically reach or even know about.

Founder and General Manager, Costas Giannopoulos, says “We are happy to establish a collaboration with a Canadian company specialized in tour guiding audio systems. We found a product that really gave us the benefits we needed.

At solebike tours, the cyclists are equipped with bike-safe headsets and are constantly connected with the team leader. With our system, riders enjoy engaging narration as we share many exciting and memorable stories about Athens, its architecture and inhabitants and many more things.

A Fluid Cycling Experience

Using the tour guide system, cyclists no longer have to constantly stop and start their tour so they can hear what the tour guide has to say. The poor hearing experience has been eliminated with the introduction of wireless receivers worn by Solebike’s guests.

The listening accessory used by cyclists is designed for one ear so they hear live guided commentary clearly. But they also get to hear environmental noise. This increases safety for e-bike riders while providing the best of both worlds – live commentary while listening to the sounds of Athens all around them.

Wireless Transmitter Offers Live Guides New Audio Options

Did you know that you can supplement your live guided tours with pre-recorded commentary or music using your existing ieXplore Tour Guide System’s wireless transmitter?

Standard Process, Inc. is one of our clients that has done just that!

Standard Process Delivers Great Tours

Standard Process’s manufacturing facility is located in Palmyra, Wisconsin. They provide high-quality dietary supplements through health care professionals.

Visitors can take an in-depth tour of their facility. Visitors learn how extracts are made, view the chemistry laboratories, and watch mixed batches converted into tablets and capsules.

Walking tours of the organically certified farm are also available (weather and season permitting).

Blended Commentary – Live Guide and Pre-recorded Audio

During their informative tours Standard Processing delivers pre-recorded audio using our handheld audio guide that accompanies their live tour guide.

The live tour guide uses a wireless transmitter and head-worn microphone to communicate with visitors over manufacturing background noise clearly even if visitors are in the back of the group.

At tour stops (tour stations), the tour the guide plays audio tracks from their audio guide and all members of the tour can hear it.

This is what Karren Jeske, their Communications Manager has to say about this solution:

Our tour guides and tour helpers have high praise for the new system and its ease of use. Our administrative assistant loves it, too, because it’s much easier for her to get everything ready for our tours.”

…the tour guide can control the content for them. We’re finding that our guests can also pay more attention to the processes shown…

Two Audio Sources on Wireless Transmitter for Plant Tours

The AUX IN “input” on our wireless transmitter is what makes this possible.

Using a 3.5mm male to male cable you can connect the output of most MP3 players directly into the AUX IN on the side of our wireless transmitter. You can also use most devices that output audio as long as the input cable to the wireless transmitter is a 3.5mm jack. For example, you could plug one end into a standard headphone jack of a tablet, smartphone, or an iPod Touch and the other end to the AUX IN on the wireless transmitter.

Wireless transmitter connected to iPhone using cable for audio tours

 

 

 

 

 

 

 

 

 

 

You can provide your guests with pre-recorded audio commentary or music whenever you like. Pre-recorded commentary is a great way to ensure a high quality, consistent tour experience. This gives your tour guides the opportunity to focus more on ensuring groups stay together, observing safety hazards, and fielding questions.

Expanding Again With New Office Location

It’s been another busy year at AudioConexus and we’re grateful to everyone who has trusted us with your vision, your goals and objectives for providing better visitor experiences.

Thank you!

As our company continues to grow we’re expanding again and moving our location to accommodate our growth. But we’re not going far! We’re staying here at the historic Woolen Mill on Kingston’s inner harbour, moving to the second floor.

We will close our office Monday, September 15th at 5:00pm to begin the moving process, re-opening our doors on Wednesday, September 17th at 9:00am.

However, if you need anything on Tuesday many of our team members will be working from home.

Our business, including our website and email will be fully operational during the moving process and you will not experience any changes or delays in service.

However, there may be a short disruption to our phone services during this time as we move our network and phone equipment.

Please update your records with our new contact information:

Our New Address

AudioConexus Inc.
4 Cataraqui Street, Suite 217
Kingston, Ontario
K7K 1Z7

Our other contact information will remain the same.

Thank you very much for taking the time to update your records. Please feel free to contact us at +1 (613) 507-1300 with any questions.

Tour Guide System Quick Start Guide

If you’ve purchased a tour guide system from us chances are you were up and running with your live guides and groups with very little effort.

However, before you got started on your first tour you more than likely had to read the user manual.

User Manuals are great for learning more about our tour guide system but lately, we’ve found that some of our clients are sending new team members into the field with no hands-on experience with the system. So we needed to create a simple training aid that helps our clients and new users quickly learn how to use a tour guide system in an office or on a factory floor.

Tour Guide System Quick Start Guide

From this point forward, all tour guide system orders will include our new Quick Start Guide illustrated below.

Tour Guide System Quick Start Guide - AudioConexus

 

 

 

 

 

 

 

 

 

 

 

 

If you’d like this guide now, click here for an Adobe PDF of our Tour Guide System Quick Start Guide. This guide is designed to print on 8.5 x 11 paper.

Tour Guide System Summary

The system supports up to 8 live guides and groups working side-by-side. Powered by standard AA or rechargeable batteries, our portable tour guide system is easy to transport and includes three different models of intelligent trickle chargers. Charging cases are available in 12, 36, and 50 unit configurations.

Our tour guide system offers you a wireless group guiding system designed for guided tours, assistive listening and language interpretation. Our wireless mic systems are used for a variety of applications including manufacturing plant tours, walking tours, Segway tours, bus and boat tours and most recently, eBike tours in Europe.  Also used for language interpretation and assistive listening, tour guide systems include a variety of listening accessories to meet your needs. Contact AudioConexus for more information.

Adding Music to Your GPS Tour System

Making Your GPS Tour System Musical

Music says more than a million words about the culture that it is created in. The rhythm and the lyrics can truly set the mood for a GPS tour. This article will guide you through adding music to your TourMaster Lite GPS tour system that can play between the stories on your tour, allowing it to take on a life of its’ own and upgrading your tour from Great to Extraordinary!

Verifying Your Audio Files

To begin, we need to understand the format of the music.

Let’s start by making sure your music files are in the correct format and bit rate.

First, open Windows Explorer. To open Windows Explorer, click Start and click All Programs. Click the Accessories button, and then click Windows Explorer.

Find the folder where your music files are stored. Double Click the folder to view your music files.

Using your mouse, right click one of your music files and select “Properties”.

Anne Frank Audio File - AudioConexus

 

 

 

 

 

 

 

 

Under the General Tab at the top of the screen, ensure that the Type of file is .mp3 as seen below.

Type of File - AudioConexus

 

 

 

 

 

 

 

 

 

 

 

 

 

Click the Details Tab at the top of the screen. Look for Bit Rate under this new tab. The number beside this should be 128kbps.


Anne Frank Bitrate - AudioConexus

 

 

 

 

 

 

 

 

 

 

 

 

If your music file is not in the right format for the TourMaster Lite, you will need to convert your audio file to the correct format or bitrate. To do this, we recommend using a free audio converter “Switch Audio File Converter”. You can get this free audio converter here:

http://www.nch.com.au/switch/index.html

Please note that AudioConexus, Inc. is not associated with NCH and is not responsible for any third party software you may use to convert your audio file(s).

Loading Your Music Files

Now that you’ve verified that your audio files are in the correct format, you can proceed to moving them onto your TourMaster Lite Head End.

Connect your computer to the TourMaster Lite GPS tour system. The TourMaster Lite will act like a hard drive that you computer can open. Now we can look at the file structure. Here’s a step by step list how to accomplish this task:

Uploading Content to TourMaster - AudioConexus

Position your Laptop computer near the TourMaster Lite Head End System.

Power your laptop on and wait until it has completed booting-up.
Start the Vehicle (Bus, Boat) so the vehicle’s batteries do not get run-down.

Power the TourMaster Lite GPS tour system on at the Driver’s Control Panel using the Power On button and wait until the Control Panel is displaying the first route and segment.

Connect your laptop to the TourMaster Lite using the USB A/B cable. Within a few seconds; your laptop should see the TourMaster Lite as an external drive such as “TourMaster Lite (E:)”.

You will find the TourMaster Lite listed under the “My Computer” Icon, along with drives C:, D:, etcetera. The Driver’s Control Panel will display “USB CONNECTED” whenever a link exists between your laptop and the TourMaster Lite.

If your laptop does not see the TourMaster Lite within 30 seconds; unplug either end of the USB AB cable, wait 10 seconds, then reconnect the cable.

Now that is says USB CONNECTED on the Driver Control Panel – you can view the file folders on the TourMaster Lite. To view these files on your laptop, ensure you have the TourMaster Lite selected as your hard drive.

You will see file folders on the TourMaster Lite drive. The only file folder you need to use is the file folder titled “MUSIC”.

*This is the only folder you will ever directly transfer files into from your computer. All other content is uploaded using RouteBuilder Software*

Now move your files over:

  1. Double click on the TourMaster Lite drive, then double click “MUSIC” folder to open it.
  2. Copy and paste the desired MP3 files from your laptop directly into the “MUSIC” folder located within the TourMaster Lite drive.
  3. Confirm your files are now in the “MUSIC” folder on your TourMaster Lite drive.
  4. Exit Windows Explorer.
  5. Disconnect your laptop from the TourMaster Lite by using the “Safe Disconnect” Icon on the laptop. Select “Eject”.

Eject - AudioConexus

 

 

 

 

 

 

 

 

 

 

You’re now done! Your music will now play between your commentaries.

Some Things to Keep in Mind

  • Pick music that fits the entire theme of your tour because the sequence of music files that play on the TourMaster Lite are random. What this means is, music files are played randomly, not sequentially.
  • If you wish to play specific music pieces with specific points of interest you can add a GPS trigger in the RouteBuilder Software near your point of interest instead. Your GPS tour system will automatically play music just like your tour commentaries – at the right place, at the right time.
  • For more information on how to add music between tour commentaries refer to your Routebuilder Software User Manual or contact our support team at +1 (613) 507-1300 or by email at support@audioconexus or keep a look out for our upcoming blog post on adding music on your route using Routebuilder!

Learning How Our Warranty Works

Have you ever read a warranty document? I’ve read a few in my time. Normally filled with legal language and disclaimers, most people simply brush them aside as the last pages of a manual or throw a printed copy of the warranty right into a file folder or recycling bin.

Warranties are important however and not just for the company that issues them. AudioConexus provides one and two year manufacturers’ warranties on our products (depending on the product). What does that mean? And how does it help you?

Our warranties are more than printed ink on recycled paper. We stand behind our warranties. So that means we will support you completely through any problems or issues you may have. While we don’t have many warranty related issues, murphy’s law, there is always a chance that you are the person that needs our help. So what is the process for a warranty related issue? Well, I’m hoping to simplify that for you today.

Warranties are for your protection and assurance – as our client – that everything is going to work well for you. If a product doesn’t work due to a manufacturer’s defect within one year of purchase, we will replace or repair that unit for you right away. If you want to call our technical department to ask questions about your product, we’re here to help. The technical department is set up as a client-facing department. We actively answer questions, provide training and solve problems. We also work diligently with you to uncover the root of a problem so it doesn’t occur again.

To help guide you through our warranty process, we have the following procedure in place. It all starts with a phone call or an email. Please call us at 613-507-1300. Our department extension is 107. Or you can email us at support@audioconexus.com.

Emailing to our support@ address will begin a “Trouble Ticket” in our help desk system. Alternatively, if you’ve already been introduced to our new AudioConexus Help Desk system, you can login to input a help ticket directly.

When we receive your support ticket, we’ll contact you by email (we receive tickets for a variety of requests including user manuals and software training). If you are experiencing a problem, we’ll ask for additional details about the symptoms of your problem. This step may also involve a phone call so we can ask questions or suggest simple solutions, but often pictures of the unit in question will help us as well. If we determine there is a fault with the product, we will immediately issue an RMA number. (Return Merchandise Authorization Number).

Using this number, please ship the unit back to our AudioConexus Head Office address. Please ensure that your RMA Number is noted on the package. When the package arrives at AudioConexus, we will run diagnostics tests on your unit following a rigid Quality Assurance checklist. During this QC process, we will determine if the problem falls under your warranty plan. If your product falls under warranty, we will either repair or replace your product with a new one and ship it back to you at our cost. If the issue does not fall under warranty repair or replacement, we will notify you and provide you with a quote for replacement or repair.

Once your product is repaired or replaced, we ship it back to you. When your unit has arrived back at your location, we ask that you contact us by phone or by email. This is because we will support you in reinstalling or setting up the new/replaced unit so you are fully operational again.

By using our Help Desk system, we’ll catch problems that can be resolved quickly. Often, products do not have to be shipped back to us because we can help you resolve the problem by email, over the phone, or by using TeamViewer. We recommend that we support you before a unit is shipped to us. When we have the opportunity to be involved early on we often find that products may not actually be defective or damaged. We’ve encountered problems such as batteries, loose or disconnected cables, changed system settings, etc. But that’s why we’re here. Client care is really important to us.  So if you have a question please call or email us.

Download our latest eBook: Public Address System Integration – What You Need to Know

If you have any comments, we’d love to hear from you.