D&M Holdings US Inc.

We have contacted the customer and agreed on a satisfactory resolution

Revdex.com:Denon offered a trade in for $plus sales tax for the old receiverI sent them the old unit with Fedex on 2/7/and sent them the copy of the Fedex receiptI got email stating that they will send me the new unit and should get it in too days.I am hoping this should resolve the issue

This customer was given a response from our tech support on 12/5/The customer seemed to figure out a workaround for the issueNote, the issue was most likely with the Playstation and not with the Marantz product

[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.]
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to me
The (bad) *** *** was turned into FedEx on SatNov14, at 9:AMI contacted *** with this information and they told me that a replacement would be sent out on Monday the 16thAs of today, the 20th, there has been no FedEx tracking of shipment to my e-mail at all
Regards,
*** ***

I have contacted your company on numerous occasions about this issue, not just on 8/22, check your recordsHere 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 purchasedThe unit has a year warranty from when it was sold, like all products haveI have taken it to a Denon authorized dealer, only in the state of ***, due to the lever not lifting the arm up and the arm wouldn't lift for an automatic returnThe repair shop fixed the automatic return function, but could not fix the lever issue, they told me to contact Denon about itAnd this is how we have arrived hereNo one was willing to help me, I had 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 absurdAll companies in todays day and age do are proud and SUPPORT the products that they buildI would like to send the unit back to Denon and have them send me a replacementI do not think that is unfair to ask for after I have gone through and paid for outside of just buying the unit

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 itIn other words the unit was non-operational before it was shipped to United Radio as requested be DenonDenon told me I had to pay $for the damage that was done during shippingTo me it looked like the $would have paid for the damage and for the "warranty" repairLooked 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 unrepairedBut it seems that it was more convenient to "void" the warranty due to the shipping damage and not fix anythingDenon had the obligation to complete the repair under warranty since the unit was non-operational before anything happened to itOne more thingShouldn't Denon have taken out some sort of damage protection coverage since they paid for the shippingBut regardless now I don't even have a "non-operational" receiver since I never received it back from the repair centerUnited 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 UPSNo one can tell me were my receiver is and there is nothing I can doI 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 featuresI 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 serviceThere are times when the company has to take the hit in the name of "doing the right thing" for the customer

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

Per the customer's request, we have offered to replace the product with a newer model, and intend to test the product he returns to us for quality control purposes

We appreciate the update on the situationWe will follow up directlyThanks!

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

Denon is working to release a corrective firmware update to restore *** service to the AVR product line as soon as possibleIn the meantime there are alternative playback methods available using technologies currently included in the receiver, which customers can use to play *** on their
Denon productsWe have reached out to the customer by email to offer alternative playback suggestions and keep an open dialogue to resolve the issue to his satisfaction

Customer contacted us about not being able to log into his *** accountMany customers were experiencing this same issue*** made some kind of server change on their side which affected some of our receiversThe issue was rectified on its own through *** within a few days of customers
contacting usWe have not had any complaints about customers not being able to log into their *** accounts since the issue fixed itself

We're deeply sorry to hear about the initial negative customer service experience, and will investigate thisOur records indicate that the desired resolution (an exchange of the product) was offered within the same day as initial customer support contact, and Revdex.com complaint being submittedAt this
time the case is already resolved with the desired resolution requested by the customer

A firmware update to resolve the customer's problem will be released on November 15th (in days)It is our position that this is a reasonable time frame, and advise that the customer install the firmware update when it becomes available

Complaint: ***
I am rejecting this response because:Denon continues to purposely delay their Revdex.com responses to gain needed time behind the scenes, while their pathetic written words sound apologetic and positive. I should have stayed with *** and will never consider buying Denon again. I will share my negative experience online and with all my friends. Goodby Denon
Regards,
*** ***

We do not show in our records that this customer has contacted us about the issue he is havingIt is recommended that he contact us for support so one of our phone agents can assist him with the issue he is having with streaming Airplay

The AVR-Xis currently scheduled to receive an update on or around November 15th to resolve the issue with ***We have sent an email to inform the customer of the firmware update schedule for his model

Complaint: ***
I am rejecting this response because:I'm saying that the hdmi port was burnt out on the AVR because even when I plugged in other devices, i.eDirectv cable box, blu-ray player and Apple tv devices into the same hdmi port NONE of them showed video on the tv through the receiverI clearly stated that in my initial case opening to MarantzAt this point the problem is solved and not because of the support team at Marantz my local retailer replaced my defective unit after they found it not to work properly either!There are compatibility issues between devices sometimes and I completely understand that (I'm a Network Security Engineer in IT for over years) however, when the basic response to customer takes days to weeks is where the problem liesThe AVR had a defective hdmi port that did NOT relay video NO MATTER WHAT WAS PLUGGED IN TO IT and it was not just because of a new PS4, the old PSand any other device plugged into that port did not get it's video relayed via the Marantz 5010. If the Revdex.com wants to do any investigation on the case opening process please try going through their support site and see how long it takes to get a responseMore importantly try calling the support number they have listed, you will get stuck in a loop of transferring through an automated system and get automated messages saying that their call volume is high, NO matter what time you call inI sat on hold for minutes back in March this year and again for minutes a few weeks ago when I called then too

I am rejecting this response because: After waiting over months from Marantz for a response to my inquiry I find the timing of this response curious arriving a mere days after I filed a complaint against marantz with the Revdex.com and then stating "all is well". I do not accept the response to my ongoing issue for the following reasons;1.This is the second AV-model I have tried and both exhibited the same issue.2.Marantz confirmed in email on 04/30/05:PM that the issue exists with their and that the newer AV-model also has the same issue.Album art was displayed properly with the last model AV-and no settings in the media player were altered between this unit and the 8003.A working model is an acceptable solution, either this model or I can wait for another.Alternately the addition of a secondary media player purchased by Marantz that does perform all functions as outlined in the manual would be acceptable as well. Regards,
***

We’re very sorry to hear that Mr*** has been having problems with his AVR-4520CIThe problem described is not one that would be considered a known issueIt’s unfortunate that our customer was given this impression when dealing with the service facilityWe are currently working with Mr
*** to properly evaluate the receiver and ensure a satisfactory resolution