Beware! Warranty not valid world vide

I bought my Prome Go while in Australia, from an online store. Right now I’m in Sweden and am experiencing, what seems to be a common issue; the flimsy crossfader is glitching out at the far left side. I still have another year left on the warranty and contacted InMusic. But it turns out the warranty is only valid in Australia… To get the faulty crossfader fixed I have to send it to Germany, pay for shipping, service fee, repair, and the new spare part, plus shipping for returning the unit. Yeah, as a traveling DJ that is unacceptable. Especially not for a portable unit. Denon DJ is an International brand, sold worldwide, so it’s an unrealistic requirement to expect your customers to stay in one location, just for warranty’s sake. And with a local reseller/service point, it’s completely unnecessary to ship the unit across Europe for services. Counting the cost and time it will be cheaper (and faster) to purchase a third-party, crossfader (Innofader) and have a local tech service store replace it with a part of much higher quality than the original. I’m not going to get any more Denon gear i the near future for sure…


Have you checked the warranty requirements of all the other companies equipment before choosing ‘not to buy Denon’ again?


I agree with Stu. This is not unique to Denon. It’s normal practice for many companies.

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Companies that offer a global warranty: Apple Hewlett-Packard Volvo Urbanears Global Knives Evga Zotac MSI Acer ASUS Dell Sony Samsung Toshiba Rolex Breitling … Could we at least agree it would make sense if Denon would offer a global warranty…?

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Wowzers, now you’ve gone in the deep end with this one.

  • InMusic yearly revenue: 130m
  • Apple revenue 2022: 394bn
  • Volvo revenue 2022: 52bn
  • Asus revenue 2022: 16bn
  • Sony 2022: 85bn
  • Samsung: 234bn
  • Dell: 101bn
  • Rolex: 9.7bn
  • Breitling: 938m

The fact you’re comparing a company who produces consumer DJ equipment to the worlds largest companies and extreme luxury watch makers leads me to believe that you may not have a complete grasp on reality.

Please keep discussions at least remotely sensible, for all our sake.

Better to compare to PioneerDJ then. I think they offer 1 year worldwide warranty on certain product if bought at authorized resellers. Don’t know about the CDJ’s in particular.

Then again, normally warranty is executed by the reseller. Don’t think the Australian reseller will support worldwide.

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Warranty only valid in country of purchase is pretty standard for audio/video gear

It’s a way to deter grey importers and a way of helping companies ensure they’ve got the right number of spare parts in the right regions worldwide.

You can get an imported unit fixed worldwide but the warranty is only valid in country of origin - Same for most companies

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Not so sure about Apple, from what I’ve been reading.

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But then, why should every purchaser around the world pay an extra surcharge on every unit they buy, to give a minority of international purchasers an international warranty for something that most will never need.

International buyers: a subset.

People who need warranty service in the warranty period: a subset

International buyers who need service in the warranty period: a subset of a subset

Every buyer in the world shouldn’t have to pay a surcharge for a subset of a subset.

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I stand corrected… But this is what the retailer in Australia had to say:

Hi Ishikawa,

Thank you for reaching out.

Whilst there is no way for us to organize this internationally, we do usually suggest reaching out directly to the supplier of Denon within Sweden, as your warranty should still stand regardless.

It looks like this would be Hi-Fi Klubben Sverige AB.

They should be able to assist you with a claim!

Kind regards,

Sophia Idreos

Online Orders Consultant (03) 9081 1118 /

Hi-Fi Klubben in my country is only for Denon consumer products (Heos, Amps, DVD-players etc.), but they might be able to confirm that.

Yes Hi-Fi klubben is only for denon consumer products. EM-nordic handles the denon dj products for the resellers and doing repairs in sweden.

I dont think revenue has anything to do with the costs of providing warranty. Your company receives a faulty unit in one of its worldwide service centers, they look up the serial number for tracking purposes, repair the unit, log the repair, and send it back. Given how powerful the internet is today, financially, it shouldn’t matter one bit if the repair is done in Germany or in Australia.

Ok, its not realistic to compare brands like apple, rolex and Volvo to a DJ brand, but those luxuriously big brands wouldn’t be that big if they dropped the ball on support. And providing worldwide support is one way to do that. Even if its a niche market. A 2 years back I drove my Mercedes V class from Belgium to Austria, and lost half of my horsepowers halfway. At max 90 kmph I continued my journey, and found a dealer in Zell am see which repaired my NOX sensor, updated the firmware, AND replaced the dashboard display (mandatory to the update which had to be done for the NOX sensors). Heavy hearted I asked how much this would cost: “nothing, its a callback from Mercedes sir, and we have another callback regarding your suspension, would you like us to execute this too?”. That was a dealer that never earned a single dime from me, and probably never will, unless I move to Austria! You see what difference this made in customer loyalty?

Oh, and that is not to say Denons tech support is that terrible: A year back I had a faulty (randomly crashing) touch screen on one of my SC6000’s. It was very difficult to reproduce, but nonetheless, Denon replaced the screen, and my unit is working fine now. Forgot to say thanks to them, being the lousy comsumer I am :wink:


I was merely providing some perspective to the discussion, i feel the argument would have been much stronger if comparable companies had been referenced, not giant conglomerates who deal in high end, expensive luxury items.

I think Pasha hit the nail on the head with the reasoning (and the main reason the same applies to camera companies), its to avoid grey market buyers swerving the tax laws of their country of residence then utilising the support channels in that country. Ive been buying grey market camera lenses for years, but i buy them in the knowledge that warranty repairs are unlikely, or at least very difficult due to me saving money on the original purchase.

I am not bashing the idea, there are a lot of economic forces at play here :wink:

ButI don’t completely understand why the grey market would be relevant issue: if I buy a product in Australia, and import it to Belgium, I am paying a huge import tax to the Belgian customs, AND the Belgian VAT on top of the Australian VAT. So even if a product would be priced lower in Australia, It would still be a bad idea. The only way I can do away with the extra customs and VAT is to travel to Australia myself, buy a controller there, unpack it, and bring it back to Belgium without packaging in a used state. And even that is sketchy…

The only real advantage (to me) of a grey market when a product is unavailable in your country. That can have it’s roots in real legal issues like compliance with car regulations (Africa doesn’t need Euro 6D engines), or FCC regulations for wireless products, but it’s often seen with movies or video games too. And as a consumer, I can only see a complex marketing scheme behind the latter.

Or what to think about the authorized reseller networks some brands use? A Pioneer dealer once told me that when Pioneer discovers that they sell below the MSRP, they can’t order any Pioneer products anymore. That’s a bit against a free trade market…

So while there are a lot of reasons why a product sold in country A should not be imported to country B (wireless frequenties, local regulations, …) there are also a lot of cases where a manufacturer does not want cross import. The former is a necessity, the latter is just being greedy…

You avoid the import taxes with the Grey market and also pay less for the product from countries with a different economy, that’s the point.

I have a lens for my Fuji, it costs over £900 here in the UK, i bought it from a company in Hong Kong for around £600. I dont know the full ins and outs behind it but from what i gather they have a registered ‘warehouse’ in the UK and that’s who you buy the product from, its then imported and delivered to you at the discount prices because you avoid paying tax.

The problem arises if i need a repair, Fuji UK wont touch it because the serial number isnt registered as one sold in the UK, so to repair it i would need to send it to Hong Kong to the local Fuji repair centre.

Bear in mind, that these companies dont set the import taxes, governments do.

Governments indeed do.

But if that lens costs 600 pound in Hong Kong, and it is still profitable, why would it cost 900 pounds in the UK? If that’s due to import taxes, we are talking smuggling (=black market). If we are talking different MSRP’s, then Fuji makes 300 pound more on a UK sold lens (= greedy).

Well thats capitalism unfortunately, a country with a stronger economy/inflation will pay more for products than one with a weaker economy, bear in mind VAT in the UK is 20%, so you can take £180 off that £900 to start with, that goes in the governments pocket, not Fuji. So its got nothing to do with ‘greed’ on the companies side, everything is sold relative to the average earnings of the country the goods are being sold to.

Its also relates to the reason wealthy people have offshore bank accounts, in banks that are based in tax havens like the Caymen Islands.

Type this into your favourite search engine “why are goods cheaper in some countries than others”… lots of research papers discussing the subject in detail.

My last Android was a Note 8 phone which I bought in duty free Dubai. A few months later I wanted to fix the screen which was cracked. Contacted Samsung UK and they fobbed me off, telling me to take it back to Dubai to fix.

Last time I bought their phones.

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It’s the support and spare parts expectation/count which gets hammered.

Grey importing tends to work in certain directions eg flow of cheap stuff being bought in country A and used/broken in country B

If country B expects 10000 units to be purchased in their country, they will carry perhaps 10 new motherboard PCBs… to cover expected component failure. If goiwever, thanks to Greg importing there’s 12000 units in country B, because 2000 units got grey imported from A, then the projected component counts are skewed by importers.

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