Music Tribe Global After-Sales Policy for Super Partners
(SPs) and Music Tribe Authorized Service Centers
(MTASCs)

Section 1: Scope and Applicability

→ Super Partner Responsibilities

This policy applies to all authorized Super Partners (SPs) of Music Tribe who engage in the sale, distribution, and customer support of Music Tribe products. SPs are responsible for managing all warranty and post-sales claims related to the products they sell to end users.

This includes:

• Warranty claims handling
• Customer support within their region
• RMA coordination and spare part handling
• Ensuring compliance with Music Tribe’s policies and service SLAs

SPs must follow this policy for all transactions involving Music Tribe products sold under their account, whether through B2B channels or enterprise contracts.

→ MTASC Responsibilities

This policy applies to all Music Tribe Authorized Service Centers (MTASCs) operating under an official certification by Music Tribe. MTASCs are responsible for providing authorized repairs and technical services to both SP customers and direct Music Tribe customers.

Their responsibilities include:

• Music Tribe In-warranty and out-of-warranty service fulfillment
• Handling RMAs routed through Music Tribe or SPs. In cases where an SP engages an MTASC for warranty service, the SP shall be solely responsible for settling any service fees or charges, as per their direct commercial agreement with the MTASC.
• Technical diagnostics, part replacement, and quality reporting
• Maintaining service logs and adhering to Music Tribe’s repair and compliance protocols

Section 2: Warranty Ownership

→ Super Partner Responsibilities

Super Partners (SPs) are accountable for fulfilling all warranty obligations related to Music Tribe products sold under their account. This responsibility applies to:

• Current and future sales
• All past sales within the applicable warranty window. (up to 3 years)

Warranty obligations include, but are not limited to:

• Diagnosing and resolving functional issues
• Executing repairs or replacements
• Coordinating customer support for after-sales service
• Managing spare part needs and RMA processing

To promote service continuity and customer satisfaction:

• SPs are expected to maintain warranty support even in the event of commercial transition or termination, for the full warranty duration of the units they sold. Music Tribe assigns such cases to its MTASCs and back charge the SP.
• Music Tribe reserves the right to review and reassign warranty support if SPs are unable to perform, and may recover costs associated with unresolved cases

SPs are required to absorb warranty claim costs up to 2% of their total annual purchase value (January–December) from Music Tribe. This threshold reflects the service support margin already embedded in the SP’s commercial terms.

If annual warranty claims exceed 2%, Music Tribe will:

• Investigate the cause through Root Cause Analysis (RCA)
• Support the excess volume only, via credit issuance or coordinated rework
• Reserve the right to quarantine batches or pause further shipments if systemic faults are found

Super Partners must not deny warranty coverage for any Music Tribe product sold under their account without documented technical or eligibility grounds. This includes:

• Declining valid claims without review
• Refusing service for in-warranty products
• Redirecting customers to Music Tribe or third parties without approval

If a Super Partner refuses to support a valid warranty claim:

• Music Tribe will intervene directly to assess the situation
• If found non-compliant, the SP may face:
  
  • Escalation to senior commercial leadership
  • Temporary suspension from active service operations
  • In severe cases, review of their partnership status

Music Tribe may provisionally support affected customers to avoid disruption, while reserving the right to seek reimbursement or corrective action from the SP.

If SPs are selling through a dealer network, they are bound to cover the warranty costs, and such products should not be referred to Music Tribe.

→ MTASC Responsibilities

• MTASCs service warranty cases where:
  • The unit is sold directly by Music Tribe (e.g., Amazon, MT.com)
  • The original SP has ceased operations
  • They are assigned as support providers for orphaned cases
• MTASCs may not accept walk-in warranty cases without pre-verification via Music Tribe or the SP

Section 3: RMA Eligibility and Handling

→ Super Partner Responsibilities

• SPs may initiate RMAs only for units they sold and which meet the following conditions:
  
  • Valid proof of purchase is available
  • The product is within the warranty period
  • No signs of tampering or misuse
• SPs must ensure timely shipment and receipt of units under RMA cases.

→ MTASC Responsibilities

• MTASCs are authorized to receive RMAs approved by Music Tribe or a designated SP
• MTASCs must:
  
  • Conduct diagnostics within 5 working days of receipt
  • Submit findings, photos, and repair status to the originator
  • Notify if parts are unavailable within 10 working days
• MTASCs may reject RMAs for:
  
  • Tampered or out-of-warranty units
  • Incomplete documentation or misrouted cases
• All warranty claims, spare part requests, service logs, and defect reports must be submitted via Music Tribe’s authorized digital systems (e.g., B2B Portal, CRM, or service automation platform). Manual submissions may be rejected unless pre-authorized in writing

Section 4: Spare Parts First Policy

Music Tribe is committed to a sustainability-first approach under Industry 4.5 and Music Tribe 4.5. Repairs using spare parts will always be prioritized over full unit replacements.

→ Super Partner Responsibilities

• SPs must prioritize repair of defective products using spare parts rather than requesting full replacements.
• Music Tribe will issue credit only for the parts used in valid warranty repairs. Any labor or handling cost is the SP’s responsibility.
• SPs must return all faulty parts to Music Tribe within 30 calendar days from the dispatch of the replacement part to be eligible for credit.
• In cases where SPs fulfill a replacement from their own stock for a Music Tribe-owned warranty, Music Tribe will issue a credit note equivalent to the SP’s landed cost plus 10%.
• Landed cost is defined as the original purchase value from Music Tribe, plus applicable freight and import duties (if borne by the SP). SPs must submit the following to validate the credit request:
  
  • Original Music Tribe commercial invoice
  • Freight and/or customs duty documentation (if applicable)
  • RMA Case ID or CRM reference
  • Serial number of the replaced unit
  • Proof of replacement delivery (internal stock movement log or system record)
  • If documentation is incomplete or unavailable, Music Tribe reserves the right to apply a default uplift of 5% over the invoice value.

→ MTASC Responsibilities

• MTASCs must:
  
  • Use only approved or provided spare parts
  • Record the parts used and repair result against each RMA or service case
• If MTASCs request provisional parts for urgent repairs, they must:
  
  • Submit a fault report within 7 days of part dispatch
  • Return faulty components within 30 days unless waived by Music Tribe
• If a part is not returned or is lost:
  
  • MTASC will be liable for the part cost and credit will not be issued
• If a Root Cause Analysis (RCA) confirms the failure is due to user misuse or third-party tampering, the part cost will be billed back to the MTASC or SP (as applicable)

Section 5: Spare Parts Stocking & Replenishment

Spare parts are the backbone of Music Tribe’s repair-first sustainability model. In alignment with Industry 4.5 and Music Tribe 4.5, all partners are expected to ensure fast, localized service resolution by maintaining spare part readiness, enabled by centralized visibility, AI-led demand forecasts, and proactive communication.

→ Super Partner Responsibilities

While Super Partners (SPs) are not required to carry large spare parts inventories, they are expected to ensure the availability of critical spare parts for key fast-moving products in regions with consistent service demand.

SP’s must:

• Maintain a minimum level of essential spare parts, especially for products with high sales volume or field presence
• Request additional parts via the Music Tribe B2B portal when required
• Monitor service trends and coordinate part needs based on historical sales and RMA activity
• Return faulty or replaced parts to Music Tribe within 30 calendar days of part dispatch to remain eligible for credit
• Cooperate with Music Tribe in batch recalls, RCA requests, or stock quarantine instructions when systemic issues are detected

In cases where SPs fulfill warranty claims using their own stock (for Music Tribe-owned warranties), they are eligible for credit reimbursement based on Section 4 guidelines.

→ MTASC Responsibilities

Music Tribe Authorized Service Centers (MTASCs) are required to maintain an active and regionally appropriate stock of approved spare parts to meet service level expectations.

MTASCs must:

• Stock critical components and assemblies based on their assigned product categories
• Align stocking levels with Music Tribe's service demand forecasts and product life cycle plans
• Submit a monthly consumption and forecast report to enable predictive replenishment
• Ensure all parts are stored in accordance with Music Tribe quality standards (ESD protection, FIFO, temperature control, etc.)
• Escalate part unavailability issues within 10 working days to avoid service delays
• Accept Music Tribe-supplied refurbished parts for eligible repairs in line with circular economy principles

In situations where local availability is insufficient, MTASCs may:

• Request cross-region sourcing, pending approval
• Coordinate with Music Tribe for expedited shipment or temporary alternate solutions

Failure to maintain adequate spare part stock or to report shortages in a timely manner may result in:

• Missed SLA performance targets
• Temporary service suspension
• Review of MTASC authorization status

Section 6: DOA (Dead on Arrival) Handling

→ Super Partner Responsibilities

Super Partners (SPs) may submit a Dead-on-Arrival (DOA) claim for products that:

• Have a unit value exceeding USD $3,000 at MSRP.
• Exhibit critical, non-cosmetic failure within 15 days from the date of receipt to the SP.
• Were received in new, unused condition by the SP or their downstream channel

To qualify for DOA consideration:

• The SP must submit a formal claim within the 15-day period after receipt of goods.
• The affected unit must be returned to Music Tribe for inspection, accompanied by:
  
  • Valid proof of purchase
  • Visual evidence of the fault or damage
  • Original serial number clearly visible
• Units returned without prior DOA approval may be rejected or treated under standard warranty conditions

Upon successful verification, Music Tribe may:

• Approve a replacement or issue a credit note
• Reimburse reasonable inbound freight costs if pre-approved

Claims submitted after 15 days will be handled under standard warranty provisions. SPs are responsible for communicating this policy to their customers accordingly.

→ MTASC Responsibilities

MTASCs do not process DOA claims directly and are not authorized to approve or assess DOA eligibility.

If an MTASC receives a potential DOA unit:

• They must refer the case back to the SP (if applicable)
• Or escalate to Music Tribe only if the unit was sold directly through a Music Tribe-owned channel (e.g., Amazon)

Section 7: Refunds and Beyond Economical Repair (BER)

→ Super Partner Responsibilities

• SPs must manage BER cases internally for products they sold, based on their own commercial policies.
• If Music Tribe assumes warranty responsibility (e.g., ex-partners or Amazon), SPs may assist in field evaluation, but Music Tribe will approve/refund centrally.

→ MTASC Responsibilities

• MTASCs must:
  
  • Diagnose units and determine BER eligibility for in-warranty products
  • Submit evidence including SN, condition, and failure details
• No refund or credit will be processed without this documentation.
• If the product value is less than $300 USD, and confirmed as BER:
  
  • MTASC may be instructed to dispose of the unit after photographic confirmation
  • Music Tribe may then approve a refund or credit, based on ownership
• MTASCs must not dispose of any product without Music Tribe’s written approval

Section 8: Out-of-Warranty Handling

→ Super Partner Responsibilities

• SPs are not obligated to offer free service or parts for products that are out of warranty.
• SPs may:
  
  • Offer paid repairs directly to the customer
  • Refer customers to the nearest MTASC
• SPs must clearly communicate:
  
  • Repair cost estimates
  • Part availability
  • Expected repair timelines
• SPs cannot raise RMAs for out-of-warranty cases unless Music Tribe has explicitly taken over warranty responsibility.

→ MTASC Responsibilities

• MTASCs are the primary channel for out-of-warranty service.
• They must:
  
  • Provide repair quotations to customers before service
  • Obtain customer approval before starting any work
  • Clearly mark all out-of-warranty service reports
• Customers will bear the full cost of repairs, including parts, labor, and shipping.
• MTASCs must not issue RMAs or warranty credits for these cases.

Section 9: Cosmetic and Paint Defect Policy

→ Super Partner Responsibilities

Super Partners (SPs) are responsible for managing all cosmetic issues, paint defects, and aesthetic claims related to the products they sell — including cases involving:

• Surface blemishes, scratches, or scuffs
• Discoloration or paint inconsistencies
• Packaging imperfections (not impacting functionality)
• Minor visual damage incurred in-transit

As part of their commercial agreement, SPs are expected to absorb all cosmetic and aesthetic defect claims up to 2% of their total annual purchases (January–December) from Music Tribe. This threshold represents the support margin (2%) already embedded in the SP pricing and is intended to cover:

• Minor repair, touch-up, or refurbishment costs
• Customer-facing adjustments or goodwill handling
• Localized resolution of low-impact claims

If defect claims exceed 2% of the SP’s annual purchases:

• Music Tribe will initiate an investigation, including RCA (Root Cause Analysis)
• Upon validation, Music Tribe will:
  
  • Issue credits or authorize replacements for the excess units only
  • Provide authorization for B-stock sales or batch quarantine (as applicable)
• SPs must submit:
  
  • High-quality photographic documentation
  • Affected serial numbers
  • Quantitative defect percentage for batch or fiscal year

SPs are also expected to maintain internal quality screening and escalate systemic issues early to avoid customer dissatisfaction and service backlog.

→ MTASC Responsibilities

MTASCs are not responsible for handling cosmetic or paint defect claims unless:

• Explicitly authorized by Music Tribe
• Involved as a local rework or refurbishment partner for minor issues

If involved, MTASCs must:

• Restore units to functional and aesthetic standards as per Music Tribe guidelines
• Clearly tag reworked units and report back completion metrics

Section 10: Transit Damage Protocol (DDP Shipments only)

→ Super Partner Responsibilities

• SPs must inspect shipments upon receipt.
• Outer packaging damage is only eligible for a claim if:
  
  • The end-customer refuses delivery
  • The damage impairs resale or product function
• SPs must submit:
  
  • Photos within 48 hours of delivery
  • A written explanation of the issue’s impact
• If the carrier declines responsibility, Music Tribe may review and issue credit at its discretion.

→ MTASC Responsibilities

• MTASCs are not directly responsible for transit damage.
• However, they may be called upon to:
  
  • Verify internal product damage
  • Submit repair assessments
• MTASCs should cooperate with Music Tribe or SPs in providing diagnostic reports to support insurance or credit claims.

Section 11: Orphaned Warranty and Cross-Region Support

→ Super Partner Responsibilities

• SPs may be requested to support warranty claims for units not sold by them (e.g., Amazon or ex-SPs) if no other support is available in the region.
• Reimbursement includes:
  
  • Up to $50/hour for labor, capped at 2 hours unless pre-approved
  • Cost of spare parts (must be Music Tribe-supplied or pre-approved externally sourced)
• Reimbursement will be provided if:
  
  • Written approval is obtained before proceeding
  • Repair documentation is complete
• SPs may not refuse to provide support for Music Tribe-owned warranty cases unless a valid and documented reason is submitted and approved by Music Tribe.

→ MTASC Responsibilities

• MTASCs must accept orphaned cases when designated as the only support channel in a region.
• They must:
  
  • Treat cases as per normal in-warranty guidelines
  • Submit all repair records for reimbursement
  • Coordinate with Music Tribe for approval of any third-party part usage
• Cross-region support is not permitted without written authorization. Music Tribe may authorize case-by-case exceptions for international travelers.

Section 12: Replacement and Refurbished Product Warranty

→ Super Partner Responsibilities

• When SPs issue replacements under warranty:
  
  • The replacement inherits either:
    
    • The remaining warranty of the original product or
    • A 6-month warranty, whichever is longer
• SPs must clearly label and track:
  
  • Refurbished units (must carry a 6-month warranty unless stated otherwise)
  • B-stock items (must be sold as-is, non-returnable, and without warranty)
• SPs must disclose to the customer the condition and warranty status of any replacement unit.

→ MTASC Responsibilities

• MTASCs must:
  
  • Track all replacement and refurbished units processed through their center
  • Ensure proper labeling and documentation of refurbished products
  • Apply the correct warranty terms (6 months or remainder of the original warranty)

Section 13: Limits on Repeat RMAs and Repair Failures

→ Super Partner Responsibilities

• SPs must report any repeated failures to Music Tribe for RCA (Root Cause Analysis) and CAPA (Corrective Actions).
• Suspected abuse or misuse may lead to denial of further support for that serial number.

→ MTASC Responsibilities

• MTASCs must track repairs by serial number.
• Each product serial number is limited to a maximum of 2 RMAs within a 24-month period.
• A third RMA requires approval from Music Tribe and will only be authorized after investigation.
• If the same unit undergoes two or more major repairs (e.g., PCB, display, power supply) within a 12-month period:
  
  • The unit becomes eligible for replacement, subject to Music Tribe’s approval.
  • MTASCs must escalate the case to Music Tribe and submit the full repair history and diagnostic summary.

Section 14: MTASC Training and Certification Requirements

→ Super Partner Responsibilities

• SPs are fully responsible for after-sales support and warranty handling for all products they purchase from Music Tribe.
• To ensure consistent service quality, SPs must assign trained technical staff or service affiliates who meet Music Tribe’s service capability standards.
• Technicians must possess relevant qualifications in electronics, diagnostics, and repair practices. Industry-standard certifications such as IPC, CompTIA A+, or equivalent, are considered valid benchmarks.
• Music Tribe reserves the right to validate technician qualifications during partner onboarding, performance reviews, or audits.
• As Music Tribe continues to enhance its global service framework, certified capabilities will become a formal requirement across all supported regions.
• SPs unable to demonstrate qualified service capability may be required to partner with an authorized MTASC to fulfill their warranty obligations.

→ MTASC Responsibilities

• MTASCs must:
  
  • Assign trained technical staff or service affiliates who meet Music Tribe’s service capability standards.
  • Possess relevant qualifications in electronics, diagnostics, and repair practices. Industry-standard certifications such as IPC, CompTIA A+, or equivalent, are considered valid benchmarks.
• Music Tribe reserves the right to validate technician qualifications during partner onboarding, performance reviews, or audits.
• As Music Tribe continues to enhance its global service framework, certified capabilities will become a formal requirement across all supported regions.
• MTASCs failing to meet standards may face suspension or termination.

Section 15: Service Feedback and Quality Reporting

→ Super Partner Responsibilities

• SPs must:
  
  • Participate in quarterly service quality reviews
  • Share feedback or recurring service trends with Music Tribe
  • Implement corrective actions for repeated failures or escalations
• All customer complaints or critical feedback must be logged within 24 hours and resolved or escalated within 7 business days. Service reports must be submitted on a monthly basis by the 5th working day of each month.

→ MTASC Responsibilities

• MTASCs must:
  
  • Maintain detailed service logs and documentation
  • Submit reports for all warranty and out-of-warranty cases
• MTASCs are required to:
  
  • Support Music Tribe’s CAPA initiatives
  • Cooperate in RCA investigations
  • Provide response within SLA timelines

Section 16: Partner Compliance and Dispute Resolution

→ Super Partner Responsibilities

• All disputes between SPs and Music Tribe must:
  
  • Reference a valid Case ID
  • Be supported with full documentation
• Music Tribe targets dispute resolution within 7 business days.
• Repeated non-compliance (e.g., unjustified warranty denials) may lead to:
  
  • Escalation to Brand Division leadership
  • Temporary suspension
  • Permanent termination of partnership

→ MTASC Responsibilities

• MTASCs must escalate any unresolved issues via Music Tribe’s designated channels.
• MTASCs must respond to all dispute inquiries within 5 business days.
• Failure to adhere to policies or SLAs may result in service authorization review

Section 17: Acknowledgment and Acceptance

This policy is binding on all authorized Super Partners and Music Tribe Authorized Service Centers (MTASCs) effective from the date of publication.

By continuing to operate under the Music Tribe brand, all SPs and MTASCs hereby:

• Accept and agree to abide by this policy in full
• Understand that failure to comply may result in performance review, operational suspension, or termination

This policy is subject to quarterly review and may be updated by Music Tribe to reflect operational needs, technology upgrades, regulatory requirements, or partner feedback. All revisions will be communicated formally. Continued engagement implies acceptance of the latest published version.

All partners are requested to sign and return the Policy Acknowledgment Form provided separately.