Pioneer DJ Reviews (%countItem)
Pioneer DJ Rating
Address: 2050 W 190th St STE 109, Torrance, California, United States, 90504-6242
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After doing extensive research, I decided to purchase a DJ-200 controller to start a hobby of DJing. Pioneer is a well-known name and a leader in the DJing world.
My next decision was where to purchase. I chose to purchase this from Pioneer DJ, Inc. directly, rather than through a 3rd party (Amazon, local dealer, etc) to avoid hassles and potential problems. They even offered free shipping, so I thought this was an easy decision.
After waiting a few days, I met the FedEx driver at the door and excitedly opened the box. My first concern was that the tape sealing up the box said "Repack."
I took the controller out of the unsealed packaging, but couldn't figure out how to start using it, because it was missing all booklets, cords, etc. On the side of the box, it clearly said it included a 1.5m USB cable and 0.5m Split cable.
I opened the email order confirmation from Pioneer DJ and clicked on the Customer Support link, which took me to a broken website with a "404 - Not Found" error.
I called the phone number listed and explained my issue. The representative said I needed to call the parts department. After called that different phone number, they indicated that I would have to pay for the missing parts and suggested I call Customer Support back. When I called back, a different representative said she had never heard of this problem and didn't know what to do. She documented it and said someone would contact me within 24-48 hours. Within a couple hours, I received an email from sales support saying my request had been marked as solved: "I see that your order shipped with FedEx tracking. Tracking shows that it was delivered to you today." I replied to the email to try to reopen the case, but never heard back.
I called a third time and the support agent was the first to actually sound genuinely apologetic and concerned about the problem, but was unable to transfer me to a supervisor and only able to document the problem and assure me I would hear back within 24-48 hours.
As indicated on the shipping manifest, I emailed logistics with this issue. They offered me a return label so I can send it back and receive a refund after they receive it and verify the contents of the package.
In the end, I do not have the product I ordered and paid full price for from Pioneer DJ. I am expected to wait up to a week or more before they receive the return and process my refund. There were no efforts to try to get the correct product to me or even offer anything other than an apology to assuage my frustrations with Pioneer DJ.
Sales 101: take responsibility for your mistake, apologize, and make it right. In this case, pass *** onto another representative, offer a refund, and force me to wait and find another company to do business with. I have no faith in PioneerDJ and am shocked by the lack of concern and care that this was handled.
Buyer beware: there seems to be a stunning lack of care and consideration for quality and customer service. Do not purchase your product directly from PioneerDJ, but via an authorized dealer.
Pioneer DJ is sorry to hear of Mr. dissatisfaction with his DDJ-200 order. There appears to have been confusion surrounding the "repack" tape, which is applied to an overpack box which is used to protect the inner printed product box during shipping, and does not affect the internal product packaging. We assume the missing accessory bag was a quality control issue at our factory; replacement accessories could not be provided directly as they are not stocked locally, so the offer of a refund or exchange was provided pending the return of the product. We regret the frustration Mr. Rish experienced in trying to resolve the problem through his contact with Pioneer DJ, and as a result have made changes to our call center scripts to better address and direct customer inquiries regarding orders and missing parts.
Multiple correspondence about software issue. Began 8 days after purchase. I wanted to return product but was told the issue would be worked on.
I Purchased software from Pioneer DJ on January 15, 2019. 8 days later I submitted a problem of their library function. Then various submissions to the support department since then. Their response was "Thanks for contacting us at Pioneer DJ, your request (#XXXXXX) has been passed on to our support team and we will get back to you soon."
A few weeks ago Pioneer DJ release a software update. The issue was finally resolved. Only problem is now, to use the software, a *** monthly subscription is required. Meaning all the time I waited for them to fix the issue, they never fixed it. Now I have to pay to use the software I already purchased.
I asked for a refund or a resolution and was told no to both. So I'm basically out ***
I will attach my receipt and the final correspondence I had with Pioneer DJ. It is lengthy but it covers all the details of our back and forth e-mails.
Refund or Store Credit.
Pioneer DJ is sorry to hear of ***' dissatisfaction with his rekordbox version 5 software purchase, and the frustration he experienced in his attempts to resolve the problem through his contacts with Pioneer DJ. The feature *** requested was unavailable in the software rekordbox version 5 that he purchased, due to the limitations of the software. We have made improvements to the new version, rekordbox 6, with the feature now available, as part of a subscription service. There appears to be some misunderstanding that the customer's purchase of the rekordbox version 5 license key would allow for use beyond version 5. Our purchase policy does not offer any implied use beyond the version purchased. As of the release of rekordbox version 6, rekordbox version 5 development has been terminated, and no new updates or improvements will be made. Version 5 is still available for download and use, and continues to function; version 5 license keys remain active.
I sent in a product to get repaired under warranty in November of 2018 and have not received it back despite being told otherwise via phone call.
I had a Pioneer *** that had a warranty. The mixer took minor damage that was covered by the warranty, I sent it in via the United States Postal Service, called on it multiple times thereafter. Each time I called, I was told someone would call me within the week to give me an update on the status of the mixer and each time, after waiting more than a week, no call was made from Pioneer. I still have not heard from them since my last call to them in February of 2019
I would prefer to have my mixer repaired and sent back to me.
RE: ***
I reached out to *** on July 17th 2019 and let him know that I would be his point of contact here at Pioneer DJ Support investigating his case. There was not enough information initially to determine the disposition of the customer's product. *** was kind enough to provide me with enough information to start my investigation.
I contacted the service company Lakes Electronics out of Pompano Beach, FL to find out what the disposition of the customer's product was. The person at Lakes Electronics confirmed that they were in receipt of the customer's product and that there were no repairs done. They explained that ever since the product's arrival to their shop they had tried to contact the customer without success and the customer had never contacted them. They were also under the impression that the product was not under the original manufacture's one year limited warranty but under a third party warranty through the selling dealer. This was also the reason the unit was not repaired because they would not be reimbursed for any repairs done on the product. The person at Lakes Electronics said they would reach out to the customer to have the product picked up from their shop.
I reached out to *** and he confirmed that his product was under an extended warranty that he purchased through the selling dealer. I explained to the customer that since he was under the extended warranty of the dealer that he would need to have his product repaired through one of their service companies. I let *** know that Lakes Electronics would reach out to him to have his product picked up from their location. I also recommended that he contact the dealer that sold him the product to find out who was authorized to service his product under his extended warranty.
Sincerely,
***
***
Pioneer DJ Americas, Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has been falsely selling products not matching Printed and Posted Specifications, the deny changes were made
I have properly notify and discussed the issues with Pioneer DJ in text under ticket #XXXXX- I have received, false information- contradiction of printed material, third party call center, not following up on escalated calls to X-XXX-XXX-XXXX which they were rude and continiously disconnected call when I asked specific questions.
to admit to the error, make the necessary corrections and place my faith back into the Product and Company
Pioneer DJ is sorry to hear of Mr. Dickinson's dissatisfaction with his ***, and the frustration he experienced in his attempts to resolve the problem through his contacts with Pioneer DJ. It appears there was some misunderstanding on the configuration Mr. Dickinson was using, but there has been no removal of functionality of the mixer through our firmware or drivers. Our product planning & engineering teams have confirmed that the *** drivers have only ever allowed for 4-in/0-out or 3-in/1-out configurations.