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-X2100WWe will have a senior tech support representative contact Mr [redacted] to troubleshoot the issue and discuss possible solutions
The AVR-Eis not available for sale as it has been out of production for several years, and is not currently advertisedWe do keep the original product pages for most products available for reference, and these pages are not updated to reflect changing technologiesThe customer purchased the AVR-Eover years agoIn this case an older product does not support current standards, which we cannot accept as a reasonable impetus for refund or direct replacementA good faith effort to satisfy the customer has been made by our customer support teamIn August 2017, our support team offered a generous discount to upgrade to a new AVR-S730HThe discount offered exceeds the value of an AVR-Ewith years of use, but this offer was refusedOur customer support team will be happy to honor that upgrade offer and we invite the customer to contact us directly to re-open his support ticket and resume that discussion
Customer had an issue with an out of warranty receiverWe covered a one time no charge evaluation of the customers receiver to see what the issue wasSince 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 himIf the unit was in warranty, then we (Denon) would cover the return shippingAt this point the customer needs to deal with the service center about his receiver as this is a non warranty issue
Customer contacted us on 8/The notes in his case state that the turntable had been to service but deemed unrepairableCustomer is frustrated that he purchased the turntable from an unauthorized dealer via Amazon and was charged for service and now wants a replacementAs 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 periodsThe following are not covered by the Warranty: (1) Any product which is not distributed in the U.S.Aby DENON ELECTRONICS (USA), LLC(2) Any product which is not purchased in the U.S.Afrom an authorized DENON dealerThe entire warranty can be viewed at the following download link: [redacted]
We contacted Mr [redacted] via email on July 1, and informed him that his claims are not valid as they could not be reproduced from both our Engineering Deptand in our testing facility here at the corporate officesWe 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 expectationsWe have yet to receive a response from Mr [redacted] after sending the email on July 1,
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 reached out to us month outside of the year warranty periodWe covered a one time evaluation of the receiver at one of our authorized service centersThe part needed is no longer available to make the necessary repairSince the unit is outside of the warranty we offered the customer a discounted price on a newer unit with up to date technologyThe customer refusedHis 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 himIt is not the responsibility of the manufacturer to cover shipping when a unit is outside of the warranty period
Our warranty team is currently working with Mr [redacted] to ensure that his issue is resolved in a timely manner, and that he is completely satisfied with his Denon 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We checked our records and do not have any records in our system showing that this customer contacted us about said issueWe will reach out to the customer and follow our standard warranty procedure for the issue he is having with his receiver
Customer contacted our support for help with his receiverIt was determined that the receiver needed to go to serviceWe covered the cost of shippingWhen the unit was delivered it was damagedWe have the pictures showing the damageThis kind of damage voids any warrantyNotes in the case state that customer requested that the unit be shipped back to himHe did not want any repairs done to itHe just wanted it shipped back to him as is
Complaint: [redacted] I am rejecting this response because: It really does not solve anythingThey have said multiple times that the update would be out at 1st quarter of yearThen it was months, now it is JulyI did not pay $for my speakers, nor do I need anything from [redacted] at the momentThe 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 dayI guess there is not much they will doIf 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]
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 featureThis was done in preparation of a future update which is scheduled to be released by mid JulyFor Mr [redacted] 's troubles, we have sent him a $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 websiteThese are being sent to Mr [redacted] via FedEx
Mr [redacted] sent an email to customer support on 4/28/at at 2:01pm ESTOur customer service representative responded asking for more info the same day at 3:32pm ESTWe have no email response from Mr [redacted] on record, and no further attempts to contact us after this pointThe reason we did not receive his response is unknown, but this is the cause of the delay in supportWe have asked the customer service representative to call Mr [redacted] to resume the conversation and work to resolve his issueThe customer service representative was instructed to provide a pre-paid shipping label to send his product for warranty repair if it is determined to be necessaryIf Mr [redacted] ’s product is no longer in warranty as of today’s date (8/9/17), but was still under warranty on the date he contacted us about his issue (4/28/17), we will honor the warranty based on that date
The customer's case has been escalated internally and we have reached out to offer additional troubleshooting, and traoptions if the customer would like to upgrade to a new productAt this time the case is not yet resolved as we are waiting for his response, and hope to resolve the matter shortly
I am very happy to inform you that my issue, stated in complaint ID [redacted] , has been resolved.On 8/7/I received a working, refurbish, receiver from DenonNeedless 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
We're sorry to hear that Mr*** had trouble with his AVR-S930HWe found his request to be reasonable and have been in touch with him to initiate the exchange
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-X2100WWe will have a senior tech support representative contact Mr [redacted] to troubleshoot the issue and discuss possible solutions
Customer has been contacted and we have offered a replacement
The AVR-Eis not available for sale as it has been out of production for several years, and is not currently advertisedWe do keep the original product pages for most products available for reference, and these pages are not updated to reflect changing technologiesThe customer purchased the AVR-Eover years agoIn this case an older product does not support current standards, which we cannot accept as a reasonable impetus for refund or direct replacementA good faith effort to satisfy the customer has been made by our customer support teamIn August 2017, our support team offered a generous discount to upgrade to a new AVR-S730HThe discount offered exceeds the value of an AVR-Ewith years of use, but this offer was refusedOur customer support team will be happy to honor that upgrade offer and we invite the customer to contact us directly to re-open his support ticket and resume that discussion
Customer had an issue with an out of warranty receiverWe covered a one time no charge evaluation of the customers receiver to see what the issue wasSince 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 himIf the unit was in warranty, then we (Denon) would cover the return shippingAt this point the customer needs to deal with the service center about his receiver as this is a non warranty issue
Customer contacted us on 8/The notes in his case state that the turntable had been to service but deemed unrepairableCustomer is frustrated that he purchased the turntable from an unauthorized dealer via Amazon and was charged for service and now wants a replacementAs 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 periodsThe following are not covered by the Warranty: (1) Any product which is not distributed in the U.S.Aby DENON ELECTRONICS (USA), LLC(2) Any product which is not purchased in the U.S.Afrom an authorized DENON dealerThe entire warranty can be viewed at the following download link: [redacted]
We contacted Mr [redacted] via email on July 1, and informed him that his claims are not valid as they could not be reproduced from both our Engineering Deptand in our testing facility here at the corporate officesWe 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 expectationsWe have yet to receive a response from Mr [redacted] after sending the email on July 1,
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 reached out to us month outside of the year warranty periodWe covered a one time evaluation of the receiver at one of our authorized service centersThe part needed is no longer available to make the necessary repairSince the unit is outside of the warranty we offered the customer a discounted price on a newer unit with up to date technologyThe customer refusedHis 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 himIt is not the responsibility of the manufacturer to cover shipping when a unit is outside of the warranty period
Our warranty team is currently working with Mr [redacted] to ensure that his issue is resolved in a timely manner, and that he is completely satisfied with his Denon 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We checked our records and do not have any records in our system showing that this customer contacted us about said issueWe will reach out to the customer and follow our standard warranty procedure for the issue he is having with his receiver
Customer contacted our support for help with his receiverIt was determined that the receiver needed to go to serviceWe covered the cost of shippingWhen the unit was delivered it was damagedWe have the pictures showing the damageThis kind of damage voids any warrantyNotes in the case state that customer requested that the unit be shipped back to himHe did not want any repairs done to itHe just wanted it shipped back to him as is
Complaint: [redacted] I am rejecting this response because: It really does not solve anythingThey have said multiple times that the update would be out at 1st quarter of yearThen it was months, now it is JulyI did not pay $for my speakers, nor do I need anything from [redacted] at the momentThe 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 dayI guess there is not much they will doIf 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]
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 featureThis was done in preparation of a future update which is scheduled to be released by mid JulyFor Mr [redacted] 's troubles, we have sent him a $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 websiteThese are being sent to Mr [redacted] via FedEx
Mr [redacted] sent an email to customer support on 4/28/at at 2:01pm ESTOur customer service representative responded asking for more info the same day at 3:32pm ESTWe have no email response from Mr [redacted] on record, and no further attempts to contact us after this pointThe reason we did not receive his response is unknown, but this is the cause of the delay in supportWe have asked the customer service representative to call Mr [redacted] to resume the conversation and work to resolve his issueThe customer service representative was instructed to provide a pre-paid shipping label to send his product for warranty repair if it is determined to be necessaryIf Mr [redacted] ’s product is no longer in warranty as of today’s date (8/9/17), but was still under warranty on the date he contacted us about his issue (4/28/17), we will honor the warranty based on that date
The customer's case has been escalated internally and we have reached out to offer additional troubleshooting, and traoptions if the customer would like to upgrade to a new productAt this time the case is not yet resolved as we are waiting for his response, and hope to resolve the matter shortly
I am very happy to inform you that my issue, stated in complaint ID [redacted] , has been resolved.On 8/7/I received a working, refurbish, receiver from DenonNeedless 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
We're sorry to hear that Mr*** had trouble with his AVR-S930HWe found his request to be reasonable and have been in touch with him to initiate the exchange