Communication starts here:
The most direct way to get in touch is to fill out the contact form
(the green button at the bottom right), or send an email to:
support@synthmedic.com
support@nordicaudioservice.com
To ensure that you always receive a response, always include a phone number in your inquiry. Some email services reject emails if the inbox is full — in that case, we will call you instead.
The safest way to reach me is by email or the contact form.
Messages on social media or text messages may be overlooked and hard to track.
You are welcome to call, but I often do not answer the phone. Instead, please contact me via email or the contact form, preferably with as much information as possible about the equipment, the issue, and what you have tried. I will respond as quickly as possible.
Address and opening hours:
Nordic Audio Service / Synthmedic, Havnegade 37, 1058 Copenhagen K, Denmark.
Open by appointment - always make a booking first to avoid wasted trips!
We can also arrange a visit if that makes the most sense.
Feel free to send the equipment using any parcel service you prefer.
Just let me know beforehand, and please provide a tracking number for the shipment.
If you are sending from a non-EU country:
Make sure you have filled out the necessary customs documents correctly and that it is clearly stated that it is a repair that will be returned after the repair and not a sale. Postnord (and maybe others) would like a VAT number to be on the address label: DK38210173.
If any customs clearance issues arise, including the imposition of import VAT/duties due to errors in the documentation or for any other reason, it is your responsibility to resolve them, and I cannot be held liable for any additional costs or delays that may result from this.
As a help to get the shipment through customs, you can download a proforma invoice here: Proforma invoice. Set the 'Custums value' to a symbolic amount, e.g., 100 DKK to 500 DKK or similar in your currency.
If it is a paper proforma invoice, it should be attached to the outside of the package in three copies, so it is accessible to customs authorities.
If it is a digital proforma invoice, you should check with the shipping company how they want it handled.
The hourly rate is 596 DKK + VAT (745 DKK total).
A repair starts with you filling out the contact form (the green button at the bottom right),
or sending an email to support@synthmedic.com or support@nordicaudioservice.com.
I will then contact you as soon as possible so we can agree on the next steps.
The mandatory first hour is used to disassemble the equipment, diagnose the fault, and get an overview of
what needs to be done to fix the fault(s) and possibly provide an estimate.
The repair time is then billed per started 15-minute interval at 149 DKK + VAT.
If you do not wish to proceed after the first hour, only that hour will be billed.
Note:
- There may be cases where more than one hour is needed for diagnosis and estimate,
e.g., for complicated faults, if an estimate is needed for several different issues
or if extra time needs to be factored in for transport in case of on-site service.
- It may also occur that it is not possible to assess in advance how much time will be needed for diagnosis and fault correction.
In such cases, this will of course be agreed with you first.
On-site service:
In certain cases, an on-site service visit may be the best solution.
Travel time to and from the visit location is billed at 596 DKK + VAT per hour (745 DKK).
It is Google Maps that determines the travel time, and billing is done per started 15-minute interval (149 DKK + VAT).
Ferry tickets, bridge tolls, etc. are billed at cost.
