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Marantz America

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Reviews Marantz America

Marantz America Reviews (1)

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Joe *** Supervisor
Contact Phone: ***
Contact Email: ***@inmusicbrands.com
Mr*** sent me a single e-mail on July 9th to:
Tell me he had forgotten to send his RMA in and asked
if the RMA I issued him on April, 13th could still be used (they expire after days)
To ask for a second RMA for a second unit
Unfortunately the e-mail he sent was flagged by our server as a potential phishing scam (see attached picture) and was blocked from meI never received it
Rather than reply back to the e-mail again or call me at my personal extension that I have provided him with several times in the past Mr*** decided to file a third Revdex.com complaint
Only then did he write me again to inform me of the complaintUpon receiving this e-mail we promptly reinstated his first RMA and issued a second RMA for his second unit
It should be noted that as in the past Mr*** is asking us at Marantz to provide product and services that aren't provided under the warrantyThe terms of the warranty and Marantz obligations are clearly defined in the written warranty documentation included with his product
We have no doubt his warranty claims are valid and his RMA's will be handled consistent with every other customers RMAWe look forward to receiving his return on the RMA's providedOnce the items are received we will proceed with service as stated in the product warranty
I've reached out via e-mail and phone directly to provide my direct contact information once againAny further correspondence on this warranty claim should be made directly with me and not through the Revdex.com portal
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am outraged by Mr***'s response to the Revdex.comWhat a liar! Not only do the devices repeatedly malfunction, but Mr*** himself cannot even lie correctly, that is, without even being exposed as liarHe is malfunctioning at lyingHe is deliberately lying to the Revdex.comPlease see the attached PDF as proof of my claimsOn 7/9/2015, Mr*** sent the following message to me:
"Your message
To: ***, ***
Subject: RE: Fwd: RE: PMD620MKII - Support Request
Sent: Thursday, July 9, 1:28:AM (UTC-05:00) Eastern Time (US & Canada)
was read on Thursday, July 9, 8:25:AM (UTC-05:00) Eastern Time (US & Canada)."
And yet Mr*** lies to the Revdex.com:
"Rather than reply back to the e-mail again or call me at my personal extension that I have provided him with several times in the past Mr*** decided to file a third Revdex.com complaint"
Look, it is clear the Mr*** sent a read receipt to me, indicating that he in fact had read my messageIf not that, then he at least clicked on the read button
Anyone could have followed up with me by phoneCar dealerships, for instance, do this quite frequentlyIn fact, I have even dealt with electronic resellers who have phoned me for follow-upsThis is called customer serviceRemember that
I truly wanted all my devices to work properlyThe ones that were made in Japan seemed to have a bunch of software glitches as far as I can tell as a non-expertNow these newer ones that are made in China have too many hardware glitches as far as I can tell as a non-expertBecause of Marantz's poor quality control and because of the fact that Marantz chose to manufacture its products in China instead of Japan, I was forced to file complaintsThe following dates indicate the dates and times that either I contacted Mr*** or when Mr*** contacted me:
Wednesday, October 15, at 6:AM (First Device)
Wednesday, October 15, at 4:PM (First Device)
Monday, April 13, at 3:PM (Second Device)
hursday, April 23, at 11:AM (Second Device)
Thursday, July 9, at 1:AM (Third Device
Thursday, July 9, at 8:AM (Third Device)
(Ten days passed.)
Sunday, July 19, at 2:PM (Third Device)
Monday, July 20, at 8:AM (Third Device)
Monday, July 20, at 10:AM (Third Device)
Saturday, July 25, at 2:AM (On vacation?)
In all, if Marantz's newer products would just work as advertised, then I would have no reason to contact them
Mr*** could have replied to me by phoneIf he wondered about where the devices were, then he could have phoned me or left me a messageThe burden is on Mr*** to provide customer serviceMarantz already has my contact information on file from last yearIt has not changed since
As the Revdex.com can clearly tell, ten days (!) passed between my last message with Mr*** and my Revdex.com complaintThat is nearly two weeksAnd please recall that the warranty was apparently scheduled to expire on or around 8/1/I was most certainly *not* in the wrong by my contacting the Revdex.com after my waiting for ten days (!) for a reply from Mr***Mr*** complains to the Revdex.com as if I filed a Revdex.com complaint the same exact day of my first contacting him!
Moreover, sometimes my email system sends legitimate messages to the SPAM folder, but I make a daily if not almost daily effort to make certain that my real contacts' messages are removed from the SPAM box in a timely manner, not days after the date of contact! Can't Mr*** and other parties at Marantz, InMusicBrands, NuMark, and related companies do the same?
I already mentioned on several instances that *** *** set the precedent for me in particular to receive free return shippingMoreover, not all customers face the same circumstancesI, for instance, have purchased at least Marantz devices within the past years or soI owned one PMD and one PMD 620, and then I purchased three PMD MKIIsAt a return cost of about $a piece, I could not afford thisThat would come to about $in just return shipping costs if all five units had failed! That's outrageousWhat does Marantz expect for businesses or consumers who, for instance, purchase ten or twenty of these devices for multiple employees, family members, or friends to incur? At devices, then that would come to a total return shipping cost of about $dollars, including packing materialI mean, so far I have suffered through at least three PMD MKII's that have failed in some manner consecutivelyI have, in fact, captured two of these devices failing on video recordingAnd I repeatedly volunteered to show these glitches to MarantzTherefore, the existence of these glitches cannot be disputedIt is impossible to disagree with me on this but without lyingIt cannot be doneThe failure rate is far too highAnd I, as the consumer, should not have to be billed for Marantz's poor manufacturing and quality controlI refuse to accept this outrageous so-called ownership costMake the devices work in a responsible and reliable mannerDo not dump the return shipping costs onto me, the consumer
Another concern that I have is regarding the warranty for the replacement devicesI demand that each and every replacement device also come with at least a year warranty or longer as well
Now, getting back to the return shipping costs
Although a manager or supervisor at InMusic, Mr*** who is filling in for *** *** indicates that MrRapoza no longer works for the company, I still have established with multiple parties at the company that I do not agree and have never agreed to pay for any return shipping ever
This was established when the first recorder out of the three broke! Now the remaining two out of the three also had to be replacedWe are talking about a failure rate for me in particular of 100%This is outrageousWhen the customer has to pocket the shipping expenses, this does not incentivize Marantz to improve quality controlMr*** recognized my points about this matter
These individuals were carbon copied when it came to my getting approved for the first RMA last year with the free return shippingSo, for Mr*** to claim that due to the fact that Mr*** no longer works for the company I am no longer eligible for free return shipping is absurd
jstout
techsupport
mwisniewski

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