Just wanted to share my recent experience with InMusic and their horrendous customer service both as vent, and also to a warning of other users of this kit. if you get in this situation be prepared for no help whatsoever.
For the second time in under a year, my SC6000M displayed the dreaded 04.04 rebooting cycle, signalling a fatal hardware problem. the previous SC6000M is in a dump somewhere after catching fire shortly after being repaired.
I wrote to Denon/InMusic saying that this is evidence of a design fault and I wanted help in repaing the deck. they are out of warranty so i wasn’t expecting a free replacement, but having bought 3 of these very expensive decks in the space of a year, i was expecting some help. instead, the response i go can be summarised like this:
we know your SC6000M has a fatal hardware problem
we know how to fix it
we aren’t going to fix it
we aren’t going to help you fix it
We don’t have any spares of the part you need, and we aren’t going to help you find one. we don’t know if they exist any more despite the fact we make them
can we interest you in buying some Rane gear instead?
I love my SC6000Ms. they are the best decks i’ve ever had. but they are flimsier than balsa wood. be warned fellow owners. the motor assembly will go kaput, and you will be left holding some very expensive paperweights.
as for you Denon - shame on you. I hate pioneer stuff, but you’re forcing me back to it
I don’t work for Denon / inMusic, and it sounds like you had a horrible experience. I can completely understand your frustration.
I, in no way, am trying to invalidate your experience, though I do want to push back on this statement.
My 4 decks have been used for at least over a thousand hours each since they were acquired in 2020 (shortly after their Q2 2020 launch), and my top 3 issues are:
Software bugs
One mechanical switch is beginning to fail
Rubber paint is wearing off.
That’s it. The motors, cooling fans, encoders, touch screen, all perform quite well.
On the customer support side, yeah, I echo similar – working with them was a terrible experience for me. Back in the 3.0.0 days, Mac users saw a bug that popped up in the sync function of Engine DJ that plagued the community and response times were abysmal. The support team was not helpful at all. The longest stretch of communication was where I emailed them on July 28, 2023 and they replied October 24, 2023.
Where I did find help was this community. That’s where I learned that it was a FAT32 MacOS bug.
Again, your experience certainly sounds like a horrible one, though it isn’t what we all experienced.
thanks for your thoughtful response mate. i quite agree that this forum is full of really generous people trying to help. i’ve been a grateful recipient of this help in the past.
i guess i’m reminded of the line from the importance of being earnest - “to have one music player break down is misfortune, to have two seems like carelessness.” Either i’m just super unlucky, or there’s actually a design issue here. I would have thought given my bad luck i’d get a bit more help out of their customer service guys. but i guess not.
The good news is that your player isn’t necessarily a paperweight, as it’s a relatively simple repair for a qualified electronics technician. Only a few low-cost components need replacing.
The hardest part is finding a competent electronics technician. In any case, I advise against attempting this repair yourself if you’re not comfortable with this type of work.
You’ll find all the necessary information for the repair in the post below, including links and part numbers for the components you need, etc.
Simply add a small heat sink as described in this post, and you shouldn’t have any more problems in the future.
alas i’m not really an electronics repair expert.
if you have any recommendations in north london, do let me know. i did use hi tek electronics in dalston when the last one went kaput, but it didn’t last. if there’s anyone you think knows what they’re doing please give me a wave.
Well, I’m not based in the UK, so I’m not the best person to recommend a competent technician. But there are many UK-based members here, so I think others will be able to recommend some good ones.
In any case, you now have all the information you need to give your reader a new lease on life.
One piece of advice I would give you is to forward the link to the post I included in my previous messages to your future technician when you find it. This will save them valuable time on diagnosis and ensure they have the exact part numbers for the components that need replacing.
Like a lot of things …. It all depends how things are used
Ms (motorised) generate more heat than the non-motorised versions.
For this reason, there is a small, but efficient cooling fan - which needs to be able to breath
There are thousands of 6000Ms worldwide - if there was a “design flaw” in the 6000M then there would be thousands of 6000Ms worldwide, failing … at a significant, rather than inconsequential rate and with no descernable common pattern
Any error message or symptom is a shame, of course, however, in warranty is on warranty and out of warranty is out of warranty
Give TASS a shout. He’s down the road from me and sorts this kinda thing. He’s opposite the historic IBM Hursley campus between Romsey & Winchester.
let him know the issue from the post above and it should be easy enough but it would require posting.
I’m sorry to hear about the experience you’ve had and the frustration this situation has caused.
To provide some clarity, I’d like to outline how your most recent case was handled from a support perspective.
After reviewing the reported “04.04 motor rebooting” behavior, the issue was identified as hardware-related, which requires physical servicing to resolve. Support then provided you with guidance on how to proceed through our authorized service network, along with part references and repair direction.
We were also fully transparent about current parts availability limitations. In this case, the required component is not presently available through our standard channels, which unfortunately restricts the repair options we can directly facilitate at this time.
That said, we did provide you with a link to search for nearby authorized service centers that are approved to perform service on Denon DJ hardware. After performing a quick search, I would recommend reaching out to EEE in the UK, and be sure to ask for Michael.
While we completely understand how frustrating that outcome can be—especially for a user who has invested heavily in their setup—our team did provide all available options and information within the scope of what we can support. We are more than willing to work with any authorized service center should they have any inquiries regarding any repair procedures.
We remain committed to assisting every customer to the fullest extent possible, and we’re always here to help guide users toward viable repair paths or next steps when issues arise.
Please let us know if you have any questions. We are here to help.
i’ll let you and the community know how i get on.
if it turns out that there’s none of these parts left then that will be useful for all media owners to know. i’ve no idea how the aftermarket works for these kinds of things, but it might be worth making some more to keep the players alive long after they have been discontinued
