How long to respond to a support / warranty claim on https://support.denondj.com/

[DJ_ZOG]

• I have a crossfader issue on my DENON PRIME GO

• I wish to raise a warranty claim, it’s 10 months since I purchased my device from a Denon dealer in Australia, so right now I am still within the warranty period.

• I have submitted a claim via https://support.denondj.com/

• The ticket has been in the state " Being Processed for two days… what does this mean?

• I am assuming this is the right way to submit a warranty claim, and the time will count from the date I submitted this request, when I do get a response I expect to be put in contact with my nearest official DenonDJ repair centre.

• If it isn’t, is there a better way to do this?

[DjAj]

@DJ_ZOG

I have a crossfader issue on my DENON PRIME GO

Have you tried reading this post? Maybe it can solve your problem:

Faulty Prime 4 crossfader? Read here!

The cross fader of Prime 4 has contact problems and many times it happens that when it is at full left or right it doesn’t make good contact and if you move the crossfader slider a little you hear sound that you shouldn’t hear. Many times it is not necessary to replace the crossfader. That’s how I fixed the flaw, and now it’s rock solid. The Prime 4 crossfader has two linear potentiometers inside because it is designed for analog use with stereo channels, therefore it has two strips with two s…

[DJ_ZOG]

Hi @DjAj

The crossfader on the Denon Prime Go does not have a top accessible removable crossfader block like the Prime 4, it looks like it requires the entire unit to be dismantled, and the cross fader to be removed from the rear of the unit by desoldering it, which looks like a major PITA operation.

At least, that’s the impression I get from this video, on how to install an innofader on one:

Denon DJ Prime Go Mini Innofader Plus S installation

An experienced Denon DJ technician may be better suited than me to perform this task.

If this was a bit of second hand gear well out of warranty I’d be game to try, I’ve done quite a bit of DIY audio stuff in the past… but I paid new price for it so I would have the manufacturers warranty to save me the hassle of this kind of stuff… of course depending on how long the unit may be out of action.

Right now I’ll just prepare for my next show with the crossfader disabled, take it as an artistic challange

[Pasha]

@DJ_ZOG

The ticket has been in the state " Being Processed for two days… what does this mean?

I’d say that it’s a pretty straightforward status update. If you were the only denon customer, worldwide, you’d probably have had a manually typed answer by now, however…

If you haven’t heard any sort of update in a few more days, why not give em a call?

[mufasa]

Not sure how things work down under. But in my ends, I deal with the shop I bought from for warranty issues.

Good luck

[Myalteredsoul]

Use the built in chat feature and shoot ‘em a question during business hours. They are always super helpful and don’t mind status updates.

[DJ_ZOG]

status update

I went to the shop I purchased the unit from ( https://djcity.com.au/ ) and submitted it to their warranty return / evaluation people at their Dandenong branch as advised by them over the phone.

They verified the problem exists and passing the unit on to their Denon DJ repairer to evaluate. I hope they don’t have it for too long!!

[DeeJayDeePee]

This is your best option they are horribly slow you need to stay on them every single day my mixer bricked right out of the box and I had a replacement Within 15 days…use the chathead every other day

[DJ_ZOG]

status update: FIXED

https://djcity.com.au/ contacted me and the unit has been repaired, cross-fader replaced, a good result. It was ready for me to get last Friday (5 days ago) but I was on holidays. So all good!