 Service / Universal / Threshold/G3 / Fusion/F8 |
General Questions Regarding Service
- How do I register my new DP product, and why is it important to register?
- I need HELP! What is the best way to contact DP?
- How long do I typically have to wait to get a response from DP?
- I sent my product to DP, and haven’t gotten a response. What do I do next?
- How long will I have to wait to get my product back from DP?
- I have a tournament coming up in a week, what can I do to expedite service?
- Why does DP insist on sending products out via a certified carrier?
- I called DP, left a message, and didn’t get a reply- what now?
- I emailed DP but didn’t get a response- what do I do next?
- I’ve posted a request for help in a thread on PB Nation, and haven’t gotten a response. What do I do next?
- I purchased a used DP product. Is it still under warranty?
- I purchased a DP marker, and it was not working out of the box. What do I do next?
- Can I get a refund for my DP marker?
- Does DP accept trades?
- I don’t want to send my marker in for service, and would rather work on my own gun. What are the options?
- Help! I own a limited edition DP product. I’m worried that I won’t be able to find the part for my marker!
- My warranty has expired, what do I do if I need service?
- I purchased a used DP marker; can I still enjoy the warranty benefits?
- What type of modifications voids the warranty?
- How do I register my new DP product, and why is it important to register?
Product registration can be completed by going to the “SUPPORT” section of the website, and clicking on the asterisk (*) labeled ‘Product Registration.’ Registering your DP product is important in two ways. It helps DP log your purchase in our system, which assists us in the future if you ever require service or assistance. Secondly, registering helps DP validate that the product purchased was from a reputable, authorized DP dealer.
[ top ] - I need HELP! What is the best way to contact DP?
The best way to reach DP Engineering for technical assistance is via our website. Please go to ‘Support,’ and click under ‘Service Request.’ This takes you to an online form. Please remember that the form needs to be filled out in its entirety in order to be submitted.
[ top ] - How long do I typically have to wait to get a response from DP?
Our technical staff is usually able to respond within 48 hours. Typically, you can expect a response by the next business day.
[ top ] - I sent my product to DP, and haven’t gotten a response. What do I do next?
Be sure to save your tracking information, and contact your carrier! From time to time, service requests may be backed up and delayed due to unusually high demands for service. Feel free to give us a call at 909-869-7800 during normal business hours, Monday-Friday, from 9 AM to 5 PM to inquire about your service item. Be sure to always include your name, return phone number or email, and product description when contacting DP.
[ top ] - How long will I have to wait to get my product back from DP?
In an effort to be fair to our valued customers, DP works on a “first come, first serve” policy. Depending upon the type of issue being addressed, and the number of service items we have in queue, typical return times are between 2-3 business days after receipt of your service product.
[ top ] - I have a tournament coming up in a week, what can I do to expedite service?
DP can send your service item back via express- i.e., UPS RED, FedEx Next Day Air, etc. Before sending your product back to DP for service, please let your service representative know that you would like to expedite service, and would like to request express delivery. DP does not have a handling charge for express. All shipping charges will be billed directly to the authorized credit card on file.
[ top ] - Why does DP insist on sending products out via a certified carrier?
Due to the high volume of lost or damaged products we have seen in the last few months, DP highly recommends using a certified carrier to insure the safe delivery of your service item. DP Engineering cannot be held responsible for lost or stolen products during transit.
[ top ] - I called DP, left a message, and didn’t get a reply- what now?
We receive a high volume of messages that DO NOT include a name or phone number. This makes it impossible to return calls! There is always the possibility that your message was accidentally deleted, or not addressed. If you have not received a reply from us within 2 business days, please feel free to contact us.
[ top ] - I emailed DP but didn’t get a response- what do I do next?
Due to the high volume of ‘spam’ we receive in our inbox, your message may have been an innocent target! If you do not receive a reply within 2 business days, please feel free to call us.
[ top ] - I’ve posted a request for help in a thread on PB Nation, and haven’t gotten a response. What do I do next?
DP does not advise, or condone using public threads as a means to contact us! Although we do have techs that visit threads regularly in an effort to help valued DP customers, internet threads are not a reliable or efficient means of contacting us. For service requests, please visit us on our website, and fill out the form under: ‘Service Request.’
[ top ] - I purchased a used DP product. Is it still under warranty?
Warranties are non-transferable. However, DP Engineering does offer warranty for used products- known as ‘Service Plus’. Please consult us to learn more about this exclusive program direct from DP.
[ top ] - I purchased a DP marker, and it was not working out of the box. What do I do next?
Based on our experience, the vast majority of issues ‘out of the box’ can be traced to user error, or lack of product knowledge. Although every DP product is carefully inspected and tested before being shipped to authorized dealers, we do know that from time to time, product defects are not caught at the factory and quality control department. Please contact a DP service representative immediately.
[ top ] - Can I get a refund for my DP marker?
DP Engineering does not give refunds. No exceptions.
[ top ] - Does DP accept trades?
DP currently does not offer trades. The only time we may actually ‘trade’ an item, is on markers we are unable to service- and it would be for the same model.
[ top ] - I don’t want to send my marker in for service, and would rather work on my own gun. What are the options?
DP guns are designed to be simple in both operation and maintenance. Although we encourage our customers to service and maintain their DP product, it may not always be possible. Please consult your DP service representative for the best available option. If a particular part is needed, it can be ordered through DP’s customer service department. Alternatively, DP offers highly comprehensive ‘parts kits’ for each type of marker.
[ top ] - Help! I own a limited edition DP product. I’m worried that I won’t be able to find the part for my marker!
DP generally stocks all parts and accessories for every marker we have produced. Chances are, we have the part you are looking for!
[ top ] - My warranty has expired, what do I do if I need service?
Additional warranty can be purchased, similar to warranty for a used DP marker, known as the ‘Service Plus.’ Please contact your DP service representative for additional details.
[ top ] - I purchased a used DP marker; can I still enjoy the warranty benefits?
Used DP products do not come with factory warranty. In our experience, used products are generally not maintained properly, and in need of repair. However, DP offers additional warranty which can be purchased. Please contact a DP Service Representative regarding the ‘Service Plus’ plan.
[ top ] - What type of modifications voids the warranty?
The following list is not all inclusive, but would void the factory warranty:- Disassembly of solenoid (breaking of seal)
- Re-anodizing
- Drilling or cutting any metal part
- Modifications that affect sensitive electronics
- Modifications that involve swapping out factory parts
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