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Found 10 results

  1. Q: Is Biasing covered under warranty? A: Typically not. It should be considered as part of the routine maintenance in keeping your amplifier at its peak performance. However, if re-biasing is required as part of other warranty service, it will be covered under the warranty policy. Q: My tubes are not working (i.e. not lighting up, no output, etc). A: Check the following: Make sure the tube is firmly seated in the tube socket Other tube situations: My tubes make a popping sound accompanied by intermittent light from tubes - the tube is failing and needs to be replaced. The appearance of 'white frost' inside the tube - the tube has cracked and it must be replaced. General Guideline for Replacing Tubes: Always replace power amp tubes with matched set(s) every 12-24 months depending on the amount of use, and have the bias checked and/ or adjusted by an Authorized Line 6 Service Center. Preamp tubes (such as the two 12AX7s) only need to be replaced when they are microphonic (ringing sound from tubes when tapped), noisy, or damaged.
  2. LINE 6 HELIX/HX SERVICE PLUS EXTENDED WARRANTY PROGRAM FAQ (US ONLY) Please note that a copy of the original purchase receipt is required to qualify for any warranty service. General warranty information can be found at www.Line6.com/warranty. WHO QUALIFIES FOR THE HELIX/HX EXTENDED WARRANTY? Customers who purchased a Helix Floor, Helix Rack, Helix LT processor, Helix Control pedal, HX Effects or HX Stomp in the United States and have a copy of the original purchase receipt qualify for the extended warranty. WHY IS THE EXTENDED WARRANTY OFFERED TO U.S. CUSTOMERS ONLY? Warranties are set by Line 6 distributor partners, and Line 6 currently only distributes in the U.S. WHEN I TRAVEL OUTSIDE OF THE U.S., DOES ADVANCE REPLACEMENT AND FREE SHIPPING APPLY? At this time, Advance Replacement and free shipping is only offered in the U.S. I BOUGHT MY HELIX/HX USED. DO I QUALIFY? It depends on if the original owner gave you a copy of his receipt. As is policy for all Line 6 products, if you have a copy of the original receipt, the original warranty coverage will transfer to the new owner. A receipt from when you bought it used from a store, either physical or online, is not a qualifying receipt. I BOUGHT MY HELIX/HX AS A B-STOCK/BLEM/SCRATCH AND DENT. DO I QUALIFY? No, these products do not qualify for Advance Replacement or Extended Warranty. IF I SELL MY HELIX/HX, WILL MY EXTENDED WARRANTY TRAVEL WITH IT? Yes, the policy can be transferred to the new owner. Contact Line 6 Customer Support with the buyer's Line 6 user name and email address to arrange the transfer. WHAT IS THE CURRENT HELIX/HX WARRANTY? The current warranty is one year from the date of purchase. The warranty is extended to two years if the unit is registered within the first year of ownership. WHAT ARE THE FEATURES OF THE LINE 6 SERVICE PLUS PROGRAM? After the factory warranty expires, it can be extended one year at a time up to three times. The program offers: · Advanced Replacement ($49.99/year) o Includes free one business day shipping (U.S. only) of a loaner unit to the customer and free return shipping of the loaner from the customer to Line 6. The loaner is not returned until the customer receives the repaired unit. This option is available at any time, regardless of warranty status. · Level 1 ($99.99/year for Helix, $59.99/year for HX products) o One additional year of warranty coverage o 100% parts & labor coverage for materials and workmanship failures. o Free UPS Ground shipping to and from Line 6 o Must be purchased while under factory or extended warranty. · Level 2 ($149.99/year for Helix, $79.99/year for HX products) o Includes all Level 1 offerings PLUS: o Advanced Replacement Support, which includes free one business day shipping (U.S. only) of a loaner unit to the customer and free return shipping of the loaner from the customer to Line 6. The loaner is not returned until the customer receives the repaired unit. o Expedited repair Turnaround Time (go to the front of the line) o Must be purchased while under factory or extended warranty. HOW DOES THIS DIFFER FROM THE EXTENDED WARRANTY THAT I HAVE FROM MY RETAILER? Helix/HX owners are dealing directly with Line 6 staff and technicians from start to finish. Our only interest is to get you back to making music ASAP. HOW DO I BUY THE HELIX/HX SERVICE PLUS EXTENDED WARRANTY? The Helix/HX Service Plus Extended Warranty can only be purchased through our web store at www.Line6.com. CAN I BUY MULTIPLE YEARS OF COVERAGE AT ONCE? Currently, an extra year of coverage can be obtained one year at a time, up to three times. The coverage can be obtained at any time during the current factory period or during an extended warranty period. WHEN CAN I BUY/RENEW AN EXTENDED WARRANTY POLICY? You can buy or renew anytime until 30 days after the current warranty, be it the factory warranty or an extended warranty, expires. The warranty must be continuously in effect in order for another year of coverage to be purchased, with a 30-day grace period available at the end of each warranty period. CAN I BUY LEVEL 1 AND LEVEL 2 IN A SINGLE TRANSACTION? Yes, you can. You can buy one of each Service Plus product in a single transaction. Keep in mind that in this case, we may contact you to determine which policy should apply to which registered product. WHY AM I NOT SEEING ALL THE SERVICE PLUS ITEMS THAT I PUT IN MY CART ADDED TO MY ACCOUNT? Each transaction is subject to review. Our staff needs to ensure that you own qualifying, registered gear. If there is an issue with your order, our staff will email or call you and discuss how to resolve it. IS ADVANCED REPLACEMENT HONORED EVEN WITHOUT A WARRANTY? Yes, it is. Advance Replacement simply ensures that your downtime is minimized if your Helix needs repair. WILL YOU PRO-RATE REFUNDS FOR STANDALONE ADVANCED REPLACEMENT POLICIES PURCHASED MID-YEAR THAT ROLL INTO A LEVEL TWO PLAN? Yes, just contact Line 6 Customer Service for help with that. HOW DO I CONTACT LINE 6 CUSTOMER SUPPORT WITH MORE QUESTIONS? By calling 818-575-3600 and selecting Option 2, or creating a Customer Support ticket at http://line6.com/support/tickets/.
  3. Line6Tony

    Obtaining a Repair RMA from Line 6

    Do I need a RMA number (Return Material Authorization)? Yes. Line 6 requires that all end users, dealers and service centers have a valid RMA attached to all products shipped to the Line 6 Service Department. We are not responsible for units sent in without an RMA number. More than likely, units will be returned to sender if sent without an RMA. How do I contact the factory? You can call us at 818-575-3600 (option 2 for Customer Service) to request an RMA. We are open for calls 8am - 11am and 1pm - 3pm Pacific time, Monday - Friday, excluding holidays. You may also contact us with a Support Ticket. You must be signed in and have your unit registered to your Line 6 account before contacting us. What information will I have to provide when contacting Line 6 for an RMA? You will need to have the unit registered to your Line 6 account. Don't have an account? Create one here. You will need to ensure your full name, shipping address, email address and phone number are updated on your Line 6 account. You will need to be ready to provide a detailed explanation of the unit's failure or defect. You will need to be ready to provide Line 6 with a copy of your purchase receipt. What information do I include? After you are issued your RMA number by an authorized Line 6 service representative, we require that you include the RMA number on the outside of the shipping box. We also require that you include all components that came with your unit in the box. Do not leave anything out. What is the shipping address for repairs? LINE 6 SERVICE DEPARTMENT 26580 Agoura Rd. Calabasas, CA 91302 RMA # [FILL IN YOUR RMA number] How do I ship my unit to Line 6? Package the unit in a box with adequate packing material to insulate it from possible freight damage. You can use services such as FedEx, UPS or USPS to send in your gear. We suggest you use a method of shipping that is traceable in transit to ensure you have visibility of your package. Line 6 is NOT RESPONSIBLE for freight damage due to insufficient packaging. End users are 100% responsible for protecting their gear in transit. Who pays for the freight? Non-warranty: The purchaser/user assumes responsibility for freight to and from the factory. Warranty: The purchaser/user assumes responsibility for freight to the factory. Line 6 will cover the return freight. How do I get an estimate on the repair cost? Estimates cannot be given until we have the unit in hand. For non-warranty work, you will need to provide a credit card and contact information for an estimate to be sent to you once we have the unit. Who do I call to check the status of a repair? See the contact information above to reach Customer Service, and always have your RMA number ready. How long will it take to complete the repair? Repair time varies, but we strive to provide a three-week turnaround (not including shipping time). If we determine that your unit needs to be replaced, the turnaround time should be a bit shorter. How will I get my unit back? Line 6 uses UPS ground for U.S. return requests. The shipping time is 5-7 days (not including processing time). What if I don't live in the U.S.? Product warranty is only good in the country/region of purchase. So if you bought your unit in France, the warranty is only valid in France. If you bought your unit in a country other than the U.S. and wish to get the unit repaired in the U.S., you will have to pay for the repair at an authorized Line 6 Service Center. If you are looking to repair your unit in the country of purchase (non U.S.), please refer to our Distributor and/or Service Center Finder for assistance in your area.
  4. kendiros

    Hd500x service

    Greetings! Happy new year! My sweet Hd500x has several problems: The 4th rotator (under the LCD screen), the tap, up and down and and the fs5 footswitches are almost dead. I live in Greece and Line6 lists only a shop 600km far.. 1. Any good diy guides to repair.. or 2. e-shop in Europe to find Heavy duty replacement buttons and knobs or maybe the footswitch pcb 3. Should I try using compressed air or liquid cleaner, above or below the surface? 3. any other suggestions would be welcome
  5. Line6Tony

    Helix Service Plus Available Now

    As you know, we have put a great deal of focus on our customer service/support and communication over the last couple of years. We have set very high expectations for ourselves when it comes to turning around Helix issues and repairs and striving for best-in-class service in general. Today, we are announcing two new US-only service products: Helix Service Plus extended Factory service plan (two options). Helix Advance Replacement. This is a product that allows you to buy coverage by the year and if your Helix should require service, you will have a loaner unit sent next business day anywhere in the continental US in advance of your repair. Because we only distribute directly in the US that is the only region we can offer these products. As we just crossed the two-year mark since first customer shipment, there are a wave of US Helix units just coming out of warranty and we will be emailing those customers with this offer (we will continue to automatically email you as your warranty expires). Now you can have up to five years of coverage for your Helix; two years free with registration and up to three additional years purchased after that. We put a lot of thought into just how critical Helix has become to many of our customers and we do not take that lightly. We want you to rest easy knowing that we are here if you need us. Please follow the link to find out more and read the FAQs. Let us know what you think! http://shop.line6.com/service-products/ Line 6 Customer Support
  6. I sent a detailed description of the issue and all the cables plus step by step on how to test it. I got back the variax and of course none of the cables were even undone and the Variax is NOT seen by Workbench hd...(via helix) no matter what. I did get from Line 6 a new version of the VDI USB and that does work reliably (thank you) but still a drag not to be able to connect helix and variax and workbench all via one CABLE
  7. LINE 6 HELIX/HX SERVICE PLUS EXTENDED WARRANTY PROGRAM FAQ (US ONLY) Please note that a copy of the original purchase receipt is required to qualify for any warranty service. General warranty information can be found at www.Line6.com/warranty. WHO QUALIFIES FOR THE HELIX/HX EXTENDED WARRANTY? Customers who purchased a Helix Floor, Helix Rack, Helix LT processor, Helix Control pedal, HX Effects or HX Stomp in the United States and have a copy of the original purchase receipt qualify for the extended warranty. WHY IS THE EXTENDED WARRANTY OFFERED TO U.S. CUSTOMERS ONLY? Warranties are set by Line 6 distributor partners, and Line 6 currently only distributes in the U.S. WHEN I TRAVEL OUTSIDE OF THE U.S., DOES ADVANCE REPLACEMENT AND FREE SHIPPING APPLY? At this time, Advance Replacement and free shipping is only offered in the U.S. I BOUGHT MY HELIX/HX USED. DO I QUALIFY? It depends on if the original owner gave you a copy of his receipt. As is policy for all Line 6 products, if you have a copy of the original receipt, the original warranty coverage will transfer to the new owner. A receipt from when you bought it used from a store, either physical or online, is not a qualifying receipt. I BOUGHT MY HELIX/HX AS A B-STOCK/BLEM/SCRATCH AND DENT. DO I QUALIFY? No, these products do not qualify for Advance Replacement or Extended Warranty. IF I SELL MY HELIX/HX, WILL MY EXTENDED WARRANTY TRAVEL WITH IT? Yes, the policy can be transferred to the new owner. Contact Line 6 Customer Support with the buyer's Line 6 user name and email address to arrange the transfer. WHAT IS THE CURRENT HELIX/HX WARRANTY? The current warranty is one year from the date of purchase. The warranty is extended to two years if the unit is registered within the first year of ownership. WHAT ARE THE FEATURES OF THE LINE 6 SERVICE PLUS PROGRAM? After the factory warranty expires, it can be extended one year at a time up to three times. The program offers: · Advanced Replacement ($49.99/year) o Includes free one business day shipping (U.S. only) of a loaner unit to the customer and free return shipping of the loaner from the customer to Line 6. The loaner is not returned until the customer receives the repaired unit. This option is available at any time, regardless of warranty status. · Level 1 ($99.99/year for Helix, $59.99/year for HX products) o One additional year of warranty coverage o 100% parts & labor coverage for materials and workmanship failures. o Free UPS Ground shipping to and from Line 6 o Must be purchased while under factory or extended warranty. · Level 2 ($149.99/year for Helix, $79.99/year for HX products) o Includes all Level 1 offerings PLUS: o Advanced Replacement Support, which includes free one business day shipping (U.S. only) of a loaner unit to the customer and free return shipping of the loaner from the customer to Line 6. The loaner is not returned until the customer receives the repaired unit. o Expedited repair Turnaround Time (go to the front of the line) o Must be purchased while under factory or extended warranty. HOW DOES THIS DIFFER FROM THE EXTENDED WARRANTY THAT I HAVE FROM MY RETAILER? Helix/HX owners are dealing directly with Line 6 staff and technicians from start to finish. Our only interest is to get you back to making music ASAP. HOW DO I BUY THE HELIX/HX SERVICE PLUS EXTENDED WARRANTY? The Helix/HX Service Plus Extended Warranty can only be purchased through our web store at www.Line6.com. CAN I BUY MULTIPLE YEARS OF COVERAGE AT ONCE? Currently, an extra year of coverage can be obtained one year at a time, up to three times. The coverage can be obtained at any time during the current factory period or during an extended warranty period. WHEN CAN I BUY/RENEW AN EXTENDED WARRANTY POLICY? You can buy or renew anytime until 30 days after the current warranty, be it the factory warranty or an extended warranty, expires. The warranty must be continuously in effect in order for another year of coverage to be purchased, with a 30-day grace period available at the end of each warranty period. CAN I BUY LEVEL 1 AND LEVEL 2 IN A SINGLE TRANSACTION? Yes, you can. You can buy one of each Service Plus product in a single transaction. Keep in mind that in this case, we may contact you to determine which policy should apply to which registered product. WHY AM I NOT SEEING ALL THE SERVICE PLUS ITEMS THAT I PUT IN MY CART ADDED TO MY ACCOUNT? Each transaction is subject to review. Our staff needs to ensure that you own qualifying, registered gear. If there is an issue with your order, our staff will email or call you and discuss how to resolve it. IS ADVANCED REPLACEMENT HONORED EVEN WITHOUT A WARRANTY? Yes, it is. Advance Replacement simply ensures that your downtime is minimized if your Helix needs repair. WILL YOU PRO-RATE REFUNDS FOR STANDALONE ADVANCED REPLACEMENT POLICIES PURCHASED MID-YEAR THAT ROLL INTO A LEVEL TWO PLAN? Yes, just contact Line 6 Customer Service for help with that. HOW DO I CONTACT LINE 6 CUSTOMER SUPPORT WITH MORE QUESTIONS? By calling 818-575-3600 and selecting Option 2, or creating a Customer Support ticket at http://line6.com/support/tickets/.
  8. Hey, so my DL4 cut out the other day and I've opened it up to find that batteries have exploded and leaked acid all through the pedal. The circuit is pretty burnt and it won't start at all. I've only ever run it off a line 6 official power supply. And am always super careful with the unit. Has anyone else had any problems like this? Also, being based outside of Europe, or the USA. There is no number or emailing address for me to get in contact with line 6 about the issue. If anyone could shed some light on where I can get in communication about customer support, that would be fantastic! Love the DL4, I just want to get it revived :(
  9. Line6Tony

    International Service and Support

    *Please use Google Translate to read this information in your language. How do I get technical support for my Line 6 gear? When you have a technical support question, and you can't find the answer in your product's manual (found at http://line6.com/support/manuals/), our system gives you these options: Search our Knowledge Base for Line 6-authored information and video tutorials. Review previously answered threads using our keyword search tool. Ask a question within your Line 6 products' community forum. Posting your question tells our community (which is 160,000 strong) that someone is looking for help. Contact our support staff directly at http://line6.com/support/ with a support ticket. For registered product owners, Line 6 is pleased to provide phone and email (ticket) support free of charge. If your product is not registered, you still have access to our other resources that can assist you 24/7.Please CLICK HERE to register your Line 6 products. German Für registrierte Besitzer eines Line 6 Produktes freuen wir uns Ihnen gratis Telefon und Email Unterstützung zur Verfügung stellen zu können.. Sollte Ihr Produkt nicht registriert sein so haben Sie immer noch die Möglichkeit unsere online Resourcen 24/7 zu Rate zu ziehen. Wissens Datenbank Video-Tutorials Forum Gemeinschaft Produkt Mandbuch Bitte CLICKEN SIE HERE um Ihr Produkt zu registrieren. French Pour les propriétaires de produits enregistrés, Line 6 est heureux d'offrir un soutien téléphonique et e-mail gratuitement. Si votre produit n'est pas enregistré, vous avez toujours accès à des ressources qui peuvent vous aider 24/7: Base de connaissances Tutoriels vidéo Forum Communautés Manuels du produitct S'il vous plaît CLIQUEZ ICI pour inscrire vos 6 produits Ligne. What is the warranty on my Line 6 product? It varies by product, so please see our Warranty F.A.Q. for more details. Also, please be aware that your warranty is only good in the region of purchase. So for example, if you buy your unit in Australia, you will have to get it serviced in Australia. Going outside of your region of purchase for repair work will be treated as a non-warranty repair and you will be charged accordingly by the repair center you take it to. How do I get my Line 6 gear serviced outside of the U.S.? Line 6 has established a worldwide chain of independent Service Centers. You can find Service Centers and Distributors that can assist you with your repair. If you cannot find one in your country, you will need to find one outside of your country and contact them to see if you can ship them your malfunctioning unit. Because of our agreements with these distributors and service centers, you cannot send your unit directly to Line 6 U.S. for repair. ***Only units purchased in the U.S. can be repaired in the U.S. I’m having a problem with a repair center, who can I contact? Please contact your area's distributor to resolve repair center issues. How do I get parts and accessories for my Line 6 gear? We sell a number of parts on our Online Store. You may place an order with a valid Visa, American Express or MasterCard. For our return policies, please refer to our returns page. Certain parts not found on the store may be special ordered through an Authorized Service Center or Distributor. Some parts such as circuit boards and PCBA assemblies are not sold to the public. Also, Line 6 does not provide circuit diagrams, blueprints or schematics to consumers. Please keep in mind that parts sales are at the service center's or distributor's discretion. Line 6 does not sell parts directly to the public. Where can I buy Line 6 gear outside of the U.S.? Line 6 has distributors all over the world. You can search by city/region and country for a distributor in your country. If you cannot find a distributor in your country, you can find an Online Retailer that may ship to your country. English is not my first language. How can I get help in my native language? Please click here to create a support ticket. Our multi-lingual EU support team will do their best to address your issue.
  10. Line6Tony

    Line 6 Product Repair FAQ

    Q: My Line 6 device is malfunctioning. Where can I get it fixed? A: Please check your product Manuals and our Knowledge Base to ensure that your unit is truly malfunctioning before taking the unit to your nearest service center. Also be sure to Register your Line 6 gear to your Line 6 account. A dated proof of purchase is required if you are having any warranty work performed. Please be aware that "expedited" and "rush" fees will not be covered under warranty for any reason. ***Please note: Repair time can vary from weeks to months depending on the kind of repair and the availability of replacement parts. United States: You can have your unit repaired by Line 6 via an RMA, or at any one of our Line 6 Authorized Service Centers across the United States. Regional service centers are able to repair products that are both in warranty and out-of-warranty. A selection of local independent service centers is available specifically to repair out-of-warranty products. Prices for parts and repairs are set by the independent service center. Other Countries: Please contact your distributor line6.com/find/distributor/. Q: Your Service Centers used to do both warranty and non-warranty repairs. Why the change? A: These changes are being made to facilitate better quality control in terms of the service you receive and parts availability. Regional Service Centers were chosen by track record, workload capacity and geographic location. Q: Will Regional Service Centers do non-warranty repairs? A: Yes, they can do warranty and non-warranty repairs, just as they did prior to being an RSC. Q: Will Regional Service Centers repair guitars? If not, what options are available? A: If a given Regional Service Center does not repair guitars, the repair will have to go to an RSC that does repair guitars, or it can be repaired at Line 6 via an RMA. United States: You can have your unit repaired at any one of the Line 6 Authorized Service Centers across the United States. International: You may have a distributor or service center in your area that can perform the repair. If you need to translate this text, do so here. Q: How much is it going to cost to get my Line 6 device fixed? A: Line 6 is unable to provide estimates on behalf of our service centers, as the service centers establish their own repair rates and bench fees. For non-warranty repairs, user must be prepared to pay any shipping costs, labor fees and parts costs associated with your repair. With a validated warranty, Line 6 will pick up the cost of the repair, not including shipping from the user. Q: Where can I purchase parts for my Line 6 device? A: Line 6 provides a number of replacement parts through our Online Store. If you are unable to find the part you need on the store, you may contact one of our Service Centers or Dealers to special order some parts. Another good source is www.FullCompass.com. Some parts, such as circuit boards and PCBA assemblies, are not sold to the public. Please keep in mind that parts sales are at the service center's or dealer's discretion. Line 6 does not sell parts directly to the public. Q: Can I fix my Line 6 device myself? Can I get repair assistance from Line 6? A: If your Line 6 product needs repair, we strongly suggest you contact the nearest authorized service center in your region. Line 6 does not offer repair assistance via email or telephone. Also, Line 6 does not provide circuit diagrams, blueprints or schematics for consumer use at this time. Keep in mind that should you choose to modify or repair your unit at any time during your warranty period, the warranty will no longer be valid. Q. I'm not sure if my unit is under warranty, how do I find out? A: Please refer to our Product Warranty FAQ for all warranty information. Q: I want to customize my Line 6 device, but I do not know how to do the customization. Does Line 6 support customizing or modifying gear? A: Line 6 does not support the customization or modification of Line 6 products, outside of official firmware updates or hardware upgrades performed by an authorized Line 6 service center. Unsupported customizations or modifications of your Line 6 device will void the device's warranty. Q: Is there a way that I can determine the date of manufacturing of a Line 6 device by the serial number? A: All serial number information is for internal use only and is not made public knowledge.
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