This post originally from this reddit thread.
I dearly enjoyed using my Denon Prime 4, having upgraded from a DDJ-SR, the All-in-one 4-Channel deck was a beast by comparison. Unfortunately one of the LCD jogwheel screens went kaput while I was transferring music to the Internal Hard Drive. I only had it for maybe two months of ownership by this point, so I decided to proceed with an RMA to get it fixed. I wholeheartedly regret that decision right now.
So I made this forum post over two months ago before deciding to go through with an RMA. I was waiting to see if I could get any input from an Admin or Staff member but literally zero members reached out to me. Check the comment section and only a few other users gave their two cents on what to do. I made this thread on /r/DenonPrime to maybe get some extra feedback but they all said to contact support.
So I head over to the support page and filled out this form. I waited over a week with zero response back to my email or phone number so I decided to fill out the form again and send another request. Another week goes by without any response, so I decided to call the Phone Number on the right hand of the page. Some dude called Al immediately picked up (immediate is emphasized, we’ll explain why later) and apologized for the emails that haven’t been answered. He provided me with the Packing Slip and RMA number and I officially dropped it off at FedEx on July 14th, where it was delivered a week later on July 21st.
After two entire weeks of being at the Warehouse I haven’t received any calls or emails regarding a status update of my RMA. Remember how I said when Al picked up it was immediate? Every subsequent call I made since my unit has been at the warehouse, I have been placed on hold for over 40 minutes before speaking to someone. Even going as long as more than an hour. The first person I managed to get in contact with, dudes name was Sam, told me that my unit was actually getting ready to be shipped back later today! Great! I asked him for a tracking number and he said he would email it to me later in the day. A whole ass day goes by with no response. I call back, wait like 40 minutes on hold, then a man named Nick picks up the phone. He puts me on another 20 minute hold to inquire ■■■ was going on and why it was taking so long to find a damn tracking number. Turns out Sam from yesterday was lying! My Prime 4 was scheduled to be replaced but they did not have any stock at all in the warehouse so instead they ordered a replacement piece to try and repair my unit instead (which I would’ve preferred in the first place because if you browse the forums you would know this is somewhat of a common issue). But basically Sam lied about the unit being shipped out and now I have to wait possibly another week while they start to fix my damn controller.
I tried going to the Official Facebook Group to see someone could help me out there. The page said to DM them. I copied and pasted my original post into their message board. Guess what? They never replied.
A week and a half later, still no status updates, I decided to call back (this is August 25th, yesterday of this post and over one month since the unit has been at their warehouse). A man named Jesus answers and tells me that the unit is actually getting shipped out later today! Great! Can I have a tracking number please?! “I’ll call you right back with that information later today chief”… Surprise, Surprise. I never got called back.
So about 10 minutes before I started writing this lengthy post furiously, I called back and got in contact with another guy (forgot his name, hard to keep track at this point) and he tells me after a brief hold that the warehouse was unable to repair my unit and they were planning to replace the unit but after one entire ■■■■■■■ month THEY STILL DON’T HAVE ANY STOCK IN THE WAREHOUSE .
TL;DR: So just to recap, Denon refused to reply to me on their official forums, Ignored their emails, never sent me status updates of my $1,800 unit in their possession, LIED TO ME TWICE ABOUT SHIPPING MY UNIT BACK TO ME , and are now over their promised “2-4 week turnaround” policy.
The thing is, I genuinely enjoy what Denon DJ is trying to accomplish as the underdog in a market that’s been almost entirely monopolized by Pioneer for the last two decades. Their products are genuinely innovating, and while I had my Prime 4 I had various other fellow DJ’s tell me that they were seriously impressed by the gear. It wasn’t perfect but it was a step above in feature sets what any comparable Pioneer unit has to offer at a more competitive price point. This Customer Service sham needs to be addressed faster than Prime Engine OS was because this ■■■■ is meaningless if they can’t promise to hold customers faith for their semi-unreliable hardware mishaps.
I just want to get my controller back already and spin some epic releases that came out in this packed month. Thank you for reading, feel free to share for exposure.