Denon Electronics USA

Review: Contaced company for issue with their product not under warranty. After emailing back & forth for a month and a half they requested I ship the product to local repair shop 100 mi away costing me around $25 for remediation. The product was tested found to need a part that the company did not have to replace and offered to sell me another newer product instead at nearly $450 with taxes and shipping. I did not feel that was reasonable and now they will not ship my product back to me except if I pay to do so. I did not ask to be sent to the repair facility and I shouldn't have to pay to ship my product back if no remediation was going to take place. I called and argued the point with customer service rep and customer service manager without a resolution.Desired Settlement: Repair, replace or shipped back to me.

Business

Response:

Customer reached out to us 2 month outside of the 3 year warranty period. We covered a one time evaluation of the receiver at one of our authorized service centers. The part needed is no longer available to make the necessary repair. Since the unit is outside of the warranty we offered the customer a discounted price on a newer unit with up to date technology. The customer refused. His unrepaired unit sits at the service center and since the unit is out of warranty, it is the customers responsibility to pay the service center for shipping the receiver back to him. It is not the responsibility of the manufacturer to cover shipping when a unit is outside of the warranty period

Consumer

Response:

I am rejecting this response because: I did not request for my receiver to be shipped to be evaluated, Denon did. I was not notified that I would be responsible for the return shipment back to me. Otherwise I would not have spent the money to have it in the same broken condition it is still in. I cannot see how a company leads a customer into worse situation then they were in and call it a favor.

Business

Response:

Customer had an issue with an out of warranty receiver. We covered a one time no charge evaluation of the customers receiver to see what the issue was. Since the unit is not in warranty, it is the responsibility of the customer to pay for the shipping of the unit to the service center and from the service center back to him. If the unit was in warranty, then we (Denon) would cover the return shipping. At this point the customer needs to deal with the service center about his receiver as this is a non warranty issue.

Review: I purchased a [redacted] receiver (brand new, un-opened box) from Orion Audio in Jacksonville Fla. I have had nothing but problems with this receiver, ( no audio when changing channels & dropped video for approx.3 seconds at least 10 or more times a day), screen goes black. The people from Orion were kind enough to send another receiver, but it is worst than the first one, so I was told to contact [redacted] directly to see if they could help. Since then I have contacted [redacted] personnel 5 times and nothing they recommend has solved any problems. The last person that I spoke with told me that since I did not purchase the receiver from an authorized [redacted] dealer, that they would not do anything about my problem. The store that I bought the receiver from sells [redacted], Yamaha, Marantz & Pioneer receivers ( so it's not like I bought it off of the street corner somewhere). I have done everything that I was asked to do ( on my end) by [redacted] personnel to solve the problem, but nothing works. I have tried 2 different TV's, 2 sets of HDMI cables ( 2.0 high speed), 2 new cable boxes and still have the same issues. I can hook up my old [redacted] AVR 988 and there are absolutely no Problems with audio or video ( nor blank screen). I can bypass the receiver, connect directly( tv to cable box using tv speakers) and there are no problems. The only conclusion to the problem has to be in the receiver, but [redacted] does not want to do anything about it. I purchased the first receiver approx. September 10, 2015 and the second arrived on Sept.23,2015. The only reason I purchased this receiver was to upgrade to the 4K, blue-tooth, etc. , my old unit still works great. I have bought 5 [redacted] receivers over the years, but this one is a lemon.Desired Settlement: I would like for [redacted] to replace this unit, but not with another [redacted]. I am not wanting something for nothing, but I at least expect to get what I have paid for, to work properly. I have been a faithful [redacted] customer over the years, but now that doesn't seem to matter to them.

Business

Response:

Customer has been contacted and we have offered a replacement.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The (bad) [redacted] was turned into FedEx on Sat. Nov. 14, at 9:22 AM. I contacted [redacted] with this information and they told me that a replacement would be sent out on Monday the 16th. As of today, the 20th, there has been no FedEx tracking of shipment to my e-mail at all.

Regards,

Review: I shipped a Audio/Video Receiver(Model # [redacted], SN [redacted]) out for repair or replacement on 2/26/2014 and Denon does not reply to my email or phone calls to get the status of my repair. Cost of shipping and insurance was $70.10

I do have a "Out of Warranty SRA Number -[redacted]" which I shipped insured and with a tracking # 1Z9V332V[redacted]0 via UPS.

I supplied a Visa number for initial quote of what the initial repair cost would be.Desired Settlement: I would like to have Denon to get back to me with a repair cost or send me a replacement A/V Receiver of comparable value.

To replace the same A/V Receiver would cost me close to $600.00. That is what I insured the A/V Receiver for.

Business

Response:

This customers unit was shipped to [redacted] who handles factory service for our products. Here is an email we received from [redacted] on 3/25/14 on this issue. We got this guys unit on 3/5/14, an [redacted]. I sent him an estimate for repair on 3/12/14 and he faxed back his approval for repair around Friday of last week however I just billed it this morning and gave to the lead tech . The power supply is repaired, so we just need to retest it again as normal and it would be out the door this week. Here are some screen shots so you can see our notes on our end of UPC (estimated) on 3/12/14 and UPA(approved) today 3/25/14.

Sent on: 3/25/2014 5:02:26 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Denon does not keep the customer informed as to the status of the whole process as to when they receive my receiver, status of the repair, what parts need to be replaced and when I can expect the return of my AV receiver.

Denon does not return phone calls or emails when an inquiry is made as to the status of my equipment. One would think that Denon would be able to post on a customers online account all of this information so the customer is not kept in the dark about the status of the equipment sent for repair.

Regards,

Review: After I received a Denon receiver it worked great for 1 month. After 1 month it stopped working and I spent time during two days troubleshooting with the Denon technical support. After the second day they decided that this was a warranty issue that could not be done over the phone. Denon made shipping arrangements for me send the receiver back for repair. I printed the shipping label provided by Denon I then packaged the receiver the best I could and took it to FedEx. Denon informed me that the receiver was received damaged and I had to pay for the damage before any warranty work could be done. I refused to pay since if it wasn't for the receiver failing to work within 1 month this would not have happened. They told me that because the receiver was damaged during shipping the warranty was voided. They had the receiver shipped back me but I never received it. They claimed that it was left outside my front door. Now I don't even have a receiver at all and Denon has stopped all communications they will no longer reply. So I am stuck without anything at all since no one will reply from Denon.Desired Settlement: They offered to sell me another receiver at full cost which more than what these receivers go for online. I truly believe that a replacement should be the answer since it all started with their product that failed within a month.I am open to some sort of negotiation but its wrong to just flat out tell me they won't fix it because I packaged it wrong and to top it off all they tell me now is the box was left by the front door but I don't have. Flat out wrong for them to just stop responding.

Business

Response:

Customer contacted our support for help with his receiver. It was determined that the receiver needed to go to service. We covered the cost of shipping. When the unit was delivered it was damaged. We have the pictures showing the damage. This kind of damage voids any warranty. Notes in the case state that customer requested that the unit be shipped back to him. He did not want any repairs done to it. He just wanted it shipped back to him as is.

Consumer

Response:

I am rejecting this response because: It was verified by Denon technical support that the unit needed to be repaired under warranty before anything happened to it. In other words the unit was non-operational before it was shipped to United Radio as requested be Denon. Denon told me I had to pay $150 for the damage that was done during shipping. To me it looked like the $150 would have paid for the damage and for the "warranty" repair. Looked like the "warranty" repair was not really "warranty" was it now?I told them to just repair the unit that was supposed to be repaired under warranty and leave whatever was damaged unrepaired. But it seems that it was more convenient to "void" the warranty due to the shipping damage and not fix anything. Denon had the obligation to complete the repair under warranty since the unit was non-operational before anything happened to it. One more thing. Shouldn't Denon have taken out some sort of damage protection coverage since they paid for the shipping. But regardless now I don't even have a "non-operational" receiver since I never received it back from the repair center. United Radio, whom Denon told me to ship the unit to, says they shipped it back to me and UPS says they left it outside my door. Now I cannot hold of anyone at Denon, United Radio, or UPS. No one can tell me were my receiver is and there is nothing I can do. I understand the receiver was worthless without the repair but I could have taken it to a local electronics repair shop but now I can't even do that.

And it seems that there is nothing I can do but rely on the Revdex.com to carry my message and hopefully Denon will do the right thing. My kids and I were thrilled with the unit watching 3D movies with great sound and other features. I put together a projector, screen, computer, and the receiver it was incredible. Not only did I lose the receiver the effort and money I put into the other equipment seems lost since without the receiver everything else is useless.

I am a service supervisor and I know all about customer service. There are times when the company has to take the hit in the name of "doing the right thing" for the customer.

Business

Response:

Customer's unit was shipped in to our service center and was received damaged. Notes in the customers profile indicated he didn't want any repairs done and to return the unit as is. Unit was shipped back to the customer and according to UPS the package was delivered to the customer. Customer complained that the unit was not left at his front door as per the UPS notes. We are going to have a refurbished AVR-X2100W shipped to the customer.

Consumer

Response:

I am very happy to inform you that my issue, stated in complaint ID [redacted] , has been resolved.On 8/7/15 I received a working, refurbish, receiver from Denon. Needless to say I am very happy with this outcome and I need to thank Denon for doing the right thing for the sake of customer satisfaction.This makes me believe once again that we still have some companies that honor their commitment to customer satisfaction and stand behind their brand.I also want to thank the Revdex.com for their assistance in resolving this matter.Again thank you for your time and assistance.

Review: Reference #[redacted]

1. Denon refused to replace the defective headphones, even thoug it's under warranty - out of stock.

2. This model is available in their distributers.

3. I can hardly accept to their offer - replacing to the downgraded product & refund.

* Background

I've been using the lower-graded model (Denon AH-C250 last year which had broken 3 times in a year while warrantied), then decided to purchase the upper grade (Denon AH-C400) from Amazon, together with the additionaly purchased the extende warranty for 2nd year.

The purchase price was a discounted price ($329.99 -> $119) on 1/26/15, plus $8.99 for extended warranty, and I'm not satisfied their business on this issue, thus Denon removded this history from their Portal, which prevents me from replying.Desired Settlement: I want a brand new replacement.

Business

Response:

Customer purchased headphones from Amazon in January and unfortunately broke within 5 months. Under the terms of our warranty we would exchange them for the same pair of one of equivalent paid price value. The customer was offered another model, which was an upgrade for the model he had trouble with. Customer refused, so we are going ahead and offering a full refund based on the price the customer paid for the headphones which is $130. Customer also states that the history of correspondence was deleted from our service portal, which is a false accusation. The history of the correspondence does indeed show. Starting with his email sent on 7/6/15 right through to our response back to the customer on 7/9/15 stating the following: We've offered a full refund which shows that we are standing by our warranty. The AHC400 is no longer available and we do not have an equivalent pair of headphones available. The refund process will begin.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

---------------------------------------------------------7/16/2015 @Revdex.com Many thanks for supporting this issue, and I am Okay to close this case. I've been a big fun of excellent sounds which Denon (Japanese Based Company) generates, for more than 20+ yrs, even before the merger by D&M Holdings Inc., but the fact was the Denon headphones (AH-C250 & AH-C400) that I owned broke 4 times in 1.5 years, and no warranty. It seems that their insincere response does not change. Let's finish this. I would accept the full refund.Thanks again Revdex.com.Kind regards,

Review: I bought a denon x2000 receiver for my speaker system around one year ago from best buy magnolia. I have always taken care of it. A few months ago it started to act funny. As I just use the high end speaker wire x2 series by audio quest, as well as a subwoofer cable. No matter how many times the speaker wires are replaced it won't play anything thru the speakers. This once was a good system, now it is horrible. I will never buy nor refer another Denon product. I bought this from bestbuy contacted their customer service, also Denon and to no avail.Desired Settlement: I would like a better model that works.

Business

Response:

We checked our records and do not have any records in our system showing that this customer contacted us about said issue. We will reach out to the customer and follow our standard warranty procedure for the issue he is having with his receiver.

Review: Denon offers a handful of Apps on their internet connected Audio Video Receiver (AVRs)s. One of the Apps is [redacted], a music streaming service. I subscribe to [redacted] and exclusively use it to stream music. Since yesterday morning, the Denon AVR has been unable to connect to [redacted]. Denon is aware of the problem but cannot provide an estimated date/time when this problem will be fixed. This is not the first time that Denon AVRs were unable to connect to [redacted]. I contacted Mr. [redacted] at Denon customer service and he was not willing to accommodate me in any manner.Desired Settlement: I would like an immediate replacement of the Denon AVR because apparently only certain Denon AVRs are able to access [redacted] at present. I'd like a replacement of my Denon AVR with one that is capable of contacting [redacted].

Business

Response:

Customer contacted us about not being able to log into his [redacted] account. Many customers were experiencing this same issue. [redacted] made some kind of server change on their side which affected some of our receivers. The issue was rectified on its own through [redacted] within a few days of customers contacting us. We have not had any complaints about customers not being able to log into their [redacted] accounts since the issue fixed itself

Review: I purchased a Denon 2312CI home theater receiver from Crutchfield Electronics in October 2012. It began to exhibit problems in July 2013. One of the HDMI ports was not working allowing the SAT/CBL signals to pass through. I sent the unit to Denon Repair ([redacted]) in Rockaway, New Jersey. It was under warranty. The circuit board was replaced and the unit was shipped back to me. In October 2013, I began to experience the same problems again. I contacted Denon and their technicians tried to troubleshoot the problem remotely. I was told to perform a microprocessor reset several times as well as a reverse handshake procedure, all without results. I requested a replacement unit, but Denon advises me to send the receiver back in to [redacted]. I point out that I don't feel I should have to pay for shipping again for the same problem. After a week of negotiating, Denon finally agrees to pay for the shipping to [redacted]. In December 2012, I receive the unit back from Denon ([redacted]) that no problem was found. The work order stated that "the unit tested to factory specs, no trouble found." When I plugged the receiver in, it still did not work and had even developed an additional problem. Now, the unit cycled on and off every 15 seconds or so. I would turn it on and it would turn itself off, then back on again, and on and on. Pretty disgusted by this time, I contacted Denon yet again and told customer service of my continued and new problems and how frustrated I was becoming with the lack of resolve in this matter. I indicated that I felt that I had a "lemon" and once again requested a replacement. I was told that my request would have to be directed to someone in a higher position of authority. I waited approximately a month with no response even after repeated emails and calls. I called Denon's customer service once again about a week ago and was told that they were still waiting on a decision on my request. At this point I can only conclude that I am being totally ignored.Desired Settlement: At this point, I think that the only outcome that makes sense is to receive a new and comparable replacement Denon receiver. I would accept a full refund as well. I do not intend to send this faulty unit in for additional attempts at repair. It is beyond fixable, I feel.

Business

Response:

We are going to replace the customer's AVR-2312CI series receiver with a brand new AVR-X3000 series receiver. The customer has been emailed on this and was also emailed a pre paid Fed Ex shipping label to cover the cost of shipping the AVR-2312CI back to us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have already sent back the defective unit to Denon ([redacted]) but have not received acknowledgement of the shipment from either Denon or FedEx.

Regards,

Review: Purchased a Denon receiver on December 26. Only 3 months in the fuses in the unit are beginning to blow out. Across the Internet from every website in which Denon sells people are posting the same issues where "Denon service mechanics even claim that Denon is aware of the issue and are doing nothing to fix it" and how overt time other parts start to blow out as well. I was told to drive 4 hours to the "nearest" service station and than of course when I mentioned the Revdex.com they offered to mail it for me!!!! I don't want it mailed, I would rather pay to mail it back to them so they can refund my 400 dollars. I pay a lot of money for something good that is already busted and every time they contact me its do you want us to mail you a slip so you can mail t to a service station.. NO! 3 months in any it knows that once one fuse blows its aonly a matter of time until everything begins to go.... You have a real issue with this company because wait until this product God forbid shorts and starts a fire, then we are screwed big time, you can quote me on that!

Ps, As an educator in the nyc public school system, I try to teach my students to do the right thing and to be patient. I believe a month of this is patience enoughDesired Settlement: Refund

Replacement free

Store credit equal amount

90% refund- being that t worked for about 3 months

Apology

For American businesses to make better quality products so we can compete with the foreign companies that continue to keep our as!

Business

Response:

Customer reached out to us via email at the end of April about an display issue with his receiver. Under the terms of the warranty we offered to pick up the receiver and have it overnighted to our factory service center to be repaired. His last email to our support team mentioned that he would not be able to try any maintenance until the Rangers are out of the playoffs.

Review: I have purchased a Denon Turntable on Amazon, and I have had some problems with the unit. I have called Denon and they sent me to a repair shop and made me pay the $50 for service. Then they did not fix all of my issues and now they tell me I am out of luck and I can't do anything with them to resolve the issue. My bigger complaint, is that the warranty only cover an individual seller, and not the unit itself. The unit is not even close to a year old and Denon refuses to help. The warranty should be on the product and they need to support their products better.Desired Settlement: I would like a new unit, and I would like to ship my old one to Denon.

Business

Response:

Customer contacted us on 8/28. The notes in his case state that the turntable had been to service but deemed unrepairable. Customer is frustrated that he purchased the turntable from an unauthorized dealer via Amazon and was charged for service and now wants a replacement. As per the Denon warranty: Except as specified below, this Warranty covers all defects in material and workmanship in this product occurring during the above warranty periods. The following are not covered by the Warranty: (1) Any product which is not distributed in the U.S.A. by DENON ELECTRONICS (USA), LLC. (2) Any product which is not purchased in the U.S.A. from an authorized DENON dealer. The entire warranty can be viewed at the following download link: [redacted]

Consumer

Response:

I have contacted your company on numerous occasions about this issue, not just on 8/22, check your records. Here is the entire story: I did purchase the unit from Amazon.com, and the unit can be tacked by its serial number from when it was made and purchased. The unit has a year warranty from when it was sold, like all products have. I have taken it to a Denon authorized dealer, only 1 in the state of [redacted], due to the lever not lifting the arm up and the arm wouldn't lift for an automatic return. The repair shop fixed the automatic return function, but could not fix the lever issue, they told me to contact Denon about it. And this is how we have arrived here. No one was willing to help me, I had 2 people hang up on me, and I was supposed to have a manger call me about this and it has been over a month? Do you think that is how customer service is supposed to work, and do you think it makes sense that the repair shop, which I was told to go to, can fix one of the issues and not the other? I then asked if I could send the unit to Denon to look at and inspect to see what was going on, and they refused, and that is just absurd. All companies in todays day and age do are proud and SUPPORT the products that they build. I would like to send the unit back to Denon and have them send me a replacement. I do not think that is unfair to ask for after I have gone through and paid for outside of just buying the unit.

Consumer

Response:

I agree to proceed with the company's offer for a replacement, but I want to verify that the unit will be replaced before we close the compliant.

Review: In May 2014, we purchased a DENON receiver, Model AVR-4000 from our installer, in which he installed in our home. This unit was a bad one, so we got a new one.Then on 9/9/2014, the unit was shipped to DENON because both the audio and video did not work. Two weeks later, we got the unit back and then 5 days later, it stopped working!! This time its the video that isn't working. So the unit was shipped back again, where it now sits. The tech claims it is working fine, but our installer did do a whole unit check before he shipped it back to DENON. At this time, we are not happy with DENON or its customer service department!!Also, at this tine, we are requesting a FULL refund or an upgrade.Desired Settlement: We either want a FULL refund or an upgrade for all the trouble and problems we've been thru on this issue.

Business

Response:

We will be in contact with the customer and handle their complaint through our warranty procedures.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.