Digitrax Repair Procedures

Step One: Make Sure Your Item Needs To Be Repaired

Many of the units we receive for repair do not need any repairs at all. Before you send any units for repair, please take a few minutes to review our Technical Support Options. Click Here for the Tech Support Depot. Contact our Technical Support Department, or click on the troubleshooting pages listed below. This will help you avoid the shipping cost of sending in your unit for repair when no repair is needed and will keep you from losing time having fun with your Digitrax products.

Troubleshooting Mobile Decoder Problems details the most common problems our customers encounter with decoders in locomotives and tells you how to reset your decoder’s CVs to the factory settings.

Troubleshooting Command Station/Booster Problems details the most common problems encountered with command stations and boosters. Some of these problems are related to layout wiring so we recommend that you test the units on a small piece of track not connected to the layout to determine whether the problem you are experiencing is with the Digitrax equipment or with the layout wiring.

Troubleshooting DS54 Stationary Decoder Problems The DS54 is a discontinued product. The above link discusses the most common problems encountered with DS54 stationary decoders. Another great source of DS54 information is the Tech Support Depot - click here to see a list of the latest DS54 articles.

LocoNet Checker This program helps you to manage your Digitrax devices connected to the LocoNet network and monitor their behavior.  It ensures that all devices have the correct settings. Note: This is Freeware provided courtesy of Stefan Trachsler, and linked to for the benefit of Digitrax customers. No warranties expressed or implied by Digitrax.

Please Note:

Most of our products are not user serviceable. If a defect or accidental damage occurs, return the unit directly to Digitrax for service.

Please do not open the Command Station/Boosters (except for making voltage adjustments or changing batteries per the manuals)

Please do not remove the shrink wrap protective sleeves from the Digitrax decoders. Shrink may be peeled back to expose pads for adding function wires.

For Live Help With Your Warranty Repair Questions:

Contact Digitrax Tech Support Monday through Friday 9:00AM-5:00PM USA Central Time

Call: (850) 872 9890

FAX: (850) 872 9557

Email: techsupport@digitrax.com

Many problems you are having can be resolved by phone without having to send in your unit. When you call in for help, if all of our tech support people are helping other customers, you will be asked to leave a message and they will call you back to discuss your problem. Please be ready with a phone number where you can be reached later in the day or on the following day.

If after trying the procedures in the troubleshooting pages, your product does not work, follow the procedure outlined below.

Non-Warranty Repairs
For items that are no longer covered under warranty, whenever possible we will make repairs to the units at fair and reasonable rates. Click here to go to the Non Warranty Repair Page

Step Two: Procedures for sending in Warranty/Repair items to Digitrax

1. Complete a Repair Return Form for each unit you are sending in for repair. Send a complete description of the problem you are having. Please give as much information as possible. If you do not provide billing information, repairs may be delayed.

2. For warranty repairs, please include a copy of your proof of date purchased from a Digitrax dealer. Products must have been purchased by you as the initial purchaser from a Digitrax dealer within the past year to qualify as warranty repairs.

3. For non-warranty repairs, please include a check to cover the repair charges indicated on our non-warranty repair page or include your credit card number and expiration date for payment once the charges are determined. We do not bill for repairs. If no method of payment is included with your repair, we will attempt to contact you for payment instructions.  If we are unable to contact you we may, at our discretion, return it to you via UPS C.O.D. with an added charge to cover the UPS fee for CODs.

4. Please package your items carefully and insure them for full value with the carrier of your choice. For most customers, we recommend UPS or FedEx for shipping repairs to us. We do not recommend sending repairs via United States Postal Service since tracking is not always possible and postal insurance takes a long time to process if needed.  NOTE:  Customers shipping to us from Canada MUST use Canada Post and insure your package for the full value.  Digitrax does not accept United Parcel Service (UPS) shipments from Canada because of UPS restrictions and fees.  Digitrax is not responsible for items shipped and not received by us because of the carrier.

5. We will attempt to repair all items sent to us. However, in some cases, items may not be repairable. This occurs when we are no longer able to source parts for discontinued products or when items are damaged to the point that repairs are not possible. Note: DT100 series, DT200, BT2 throttles, DG83, DG83FX & DG83FXG are no longer repairable due to unavailability of repair parts. Un-repairable items will be returned to you at no charge with no repairs made.

6. Digitrax completes all repairs on a first in - first out basis. Lead times for repair vary with current repair volume (most repairs are completed and returned to you within 2-4 weeks). Shipping times to and from our office will vary by method and distance. Please allow 7-10 days each way for shipping.

7. The best way to determine whether the repair was received by Digitrax is to use your tracking number to check with UPS or FEDEX via their web sites. Both companies track all packages and post this information on their websites for customers. For Canadian shipments, please check with Canada Post for delivery information.

8. Repaired items valued at less than $50.00 and repairs going outside the USA will be returned to you by US Postal Service and all others are sent by UPS inside the US. Repairs being returned to addresses outside the U.S. are sent by US Postal Service. Digitrax pays the cost of shipping the warranty/repaired items back to you.