D&M Holdings US Inc.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Based on the problem description and support history the issue appears to be related to HDMI communication between devices, and not a problem with the Denon AVR-X2100W. We will have a senior tech support representative contact Mr. [redacted] to troubleshoot the issue and discuss possible solutions.

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

Complaint: [redacted]
I am rejecting this response because:  It really does not solve anything. They have said multiple times that the update would be out at 1st quarter of year. Then it was 6 months, now it is July. I did not pay $50 for my speakers, nor do I need anything from [redacted] at the moment. The main aggravation was being put through so many people just to arrive at the truth that I was trying to get out of them from the first day. I guess there is not much they will do. If it were me and I was running a company I would send a customer in this situation just a system that works with the update (which they do have). 
Regards,
[redacted]

We're sorry to hear that Mr. [redacted] had trouble with his AVR-S930H. We found his request to be reasonable and have been in touch with him to initiate the exchange.

Our warranty group has been in contact with Mr. [redacted] and we have agreed to take the product in question back for evaluation, and will replace it with an updated model.

We have directly contacted the customer and resolved the issue.

We contacted Mr. [redacted] via email on July 1, 2015 and informed him that his claims are not valid as they could not be reproduced from both our Engineering Dept. and in our testing facility here at the corporate offices. We...

also provided the option of having the unit in question (AV8801) evaluated under warranty by an authorized service facility if he feels the unit is not performing to his expectations. We have yet to receive a response from Mr. [redacted] after sending the email on July 1, 2015.

Mr. [redacted] contacted us awhile back about not being able to use his speakers due to an update put out by our company which disabled a feature. This was done in preparation of a future update which is scheduled to be released by mid July. For Mr. [redacted]'s troubles, we have sent him a $50 check for...

the months he has not been able to use his speakers plus a 20% discount code which can be used in the outlet section of our website. These are being sent to Mr. [redacted] via FedEx.

We reached out to the customer about his issue on 2/23/16 and issued a replacement.

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.

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.

Complaint: [redacted]
I am rejecting this response because:  Although there is may...

be compatibility issue with the source device, It does not totally resolve the issue. The MAIN problem with the AVR is that the (game) hdmi port is malfunctioned on the AVR unit itself. There is NO workaround for that except for to have the unit serviced by a repair center, which Marantz has totally neglected to acknowledge that issue. I returned the malfunctioned Audio Video Receiver to the retailer that I purchased it from because Marantz did not respond to me until LONG AFTER I submitted this Revdex.com compliant (their response was sent 5th of Dec 2016 @4:32PM). Their response was for me to turn off a feature that I am not using, which they claim will fix the issue but I never used the feature in the first place. I responded to their last message on the 5th as well (6:49PM) and still have not heard back. At this point they haven't resolved anything, as the retailer is the one who resolved my issue since Marantz was extremely slow in any kind of response in assessing the problem.

We explained to the customer that his source device is the cause of the problem and offered a workaround within our device in the event the source device's manufacturer does not offer a workable solution.

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.

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.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]