Warranty claims - how do i go about it?

General Area
21

In - music no longer do warranty repairs here in the UK, I was told this when I tried getting mine sorted a second time due to the fault still being present. Not sure about the rest of the world? But was told to contact company’s in the UK that are dealers of denon dj units and ask them if they will do the repair themselves but it’s at your expense now.

Best bet is to get your money back or exchange it for a new one, just bare in mind the 14 day returns policy retailers in the UK have where you are entitled to an exchange or money back. Not sure what happens after that period now though?

22

Amazon agree to return and replace them. After about 3 or 4 attempts with different representatives.

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24

In Australia warranty is up to the retailer, that is where I went and how I had my mixer issue resolved, have you read the relevant consumer legislation ?

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In Europe, and actually most countries all over the world, warranty is handled by the retailer.

This stems from the basics of commercial law: You only have a legal bond with the retailer through buying a product from them, not with the manufacturer. So you can only summon the retailer for any product that is not doing what it promises, and the retailer can on his part summon their importer, the importer can summon the manufacturer, the manufacturer can even summon the supplier of the parts in the products, all the way up to the oil company which drilled up the oil to create plastics.

I also suspect Brexit isn’t making things easy on you, as a lot of companies just left the UK because of this, but actually, that is still the retailers problem, not yours… If a supplier in the above chain goes out of business, you still have that legal bond with your retailer. If your retailer goes out for business however, your warranty is void.

Since januari 1th 2025 there is a new law in Belgium which makes it possible to bypass this whole chain, and just summon the manufacturer, should your retailer should be insolvent, but that is a relatively new concept, and nobody really knows the extent of this change, but this could change how warranty works. Some even fear that the manager of a manufacturer could be personally summoned by the end customer for a warranty issue with this new law (which is mind boggling to say the least… We are also one of the first countries who implemented such a law, but this could spread rapidly, to for example protect consumers from the consequences of a bankrupt or unwilling retailer. But again, this is new matter, so for now, just go through your retailer…

What’s wrong with a refund? You could just accept that refund and order a new unit from a reputable retailer? If you would summon your retailer, the judge will just grant you the value of the broken product anyway. Which will even be the used value, as you indeed had a certain time of fruition from the product before it broke, just like your car insurance won’t pay you a brand new car, but devaluates for this fruition (is this the right english word?). Personally I would just accept the refund if it’s new value!

26

Seem like you have found a repair path but you don’t feel its quick enough.

If you’re constantly finding faders breaking when only a minority of others are reporting such misdemeanours, it might be worth asking for all the faders to be replaced at the same time. Inmusic usually give wrecked faders the benefit of the doubt once per customer, after that once, then the fader replacements are treated and charged as non-warranty

27

What the regulations and rights in the world are of no concern to me, in the uk the consumer rights law states

" 87.Depending on the statutory right which is breached, the consumer may have a short-term right to reject, a right to have the goods repaired or replaced and/or (if this is not possible or fails to address the fault) a right to have the purchase price reduced (and keep the goods) or a final right to reject the goods, or a right to recover certain costs."

This applies to both the retailer and the manufacturer. Since the retailer (Amazon) was trying every which way possible not to fulfill that request they “advised” for me to get in contact with the manufacturer (Denon DJ, Inmusic)

Now that said, “why didnt i accept a refund”

The reason i didnt accept a refund is because i dont own a money tree!

I got the unit on a 12 month payment plan (through Amazon, not Barclays) and have paid off 8 months of the total cost, If id accepted the refund id be left with what I paid and the rest of the payments cancelled, leaving me in a situation where i wouldnt be able to reorder another unit, or a unit of the same spec with another brand.

And as my rights state in the consumer protection act 2015, i am well within my rights to request that the unit he repaired or replaced, seen as amazon dont offer this at all, that leaves me (the consumer) in a rather sh** place.

In my simplistic brain i thought thats fine get in touch with denon dj and have it either repaired or replaced, after about an hour of searching around for a contact number i discovered it it infact in music who i need to contact, through the website which directs you to open a support ticket.

Support tickets are about as helpful as a chocolate fire guard, its a cop out for a human to human conversationa and drags out a simple conversation over the course of weeks/months. When ive spent over £1000 on a product, id expect they have a decent customer support team. That is just not thr case.

Anyways after all of the above, last night id thought id take my chances again with amazon. But this time skipped the online chat and had them call me, a 45 min conversation later they agreed to send a new unit, and take the old unit away.

But prob due to stock issues, the earliest dates they are delivering are between Jan 25th and March 6th!

This isnt ideal but its a solution to the never ending pushing from pillar to post.

And all of that above boils down to the fact that Denon DJ use cheap parts in their units and are quite happy for the consumer to suffer the hell that is customer support.

And before anyone says “why didnt you just accept the refund and buy another brand?” The answer is simple, i intend on trading the unit in at a reputable physical shop and switching brands to dare i say it… Pioneer as simply put, They manufactur with far better parts.

This is a shame because Engine Dj is brilliant. The features available are brilliant. Infact every other part of the Sc Live 4 is brilliant but those faders… they are sh**! As are every other fader on the Mixstream pro, and the prime 4, its always the faders that fail and its always loose solder joints.

If that issue was resolved id if happily bought the prime 4 but i wasnt prepared to loose that kind of money if the unit outlasted the warranty period and left me without or out of pocket on a repair.

And im not 100% sure you know the difference between “insuarance” and “warranty”. They are completely different. If i bought a car and within “warranty period” a mechanical part failed that wasnt just a wear and tear issue, and was infact a manufacturer problem then yes. The car would be either sent back for repair or refunded in full or even replaced. That is the uk consumer rights act and can be took to the courts and the financial ombudsman for resolve.

28

Correct.

The repair path with inmusic is so drawn out its laughable. What is wrong in expecting to speak to an actual person to resolve issues when ive spent over £1000 on a defective product?

In music i suspect would simply have the unit “repaired” with the same cheap chinese faders that came with the unit initially, meaning at some point in the near future after repair the same will happen again.

Also in regards to the comment “small minority” have you actually searched how many issues the prime 4 had on release? I am very suprised they made any money on that unit. If you remember it was released close to or during the covid lockdowns, where every man and his dog was a facebook dj. Alot of people on some faceboo pages im part of bought the prime 4. Initially they had a brilliant reputation but then after only a few months pretty much every person i was involved with had issues with broken faders on the prime 4.

Upon googling prime 4 issues there are thousands of report of the same issue. Hope this answers your response

29

Well, you certainly know english law better than me (which is foreign to me). I tried to draw a general view on how most countries law works, but seems you already know your way around :wink:

A repair would more or less take equally as long. I still suggest you take that offer :wink:

30

I do know the UK laws quite well :joy: i work for a well known retailer and i used to work in customer support.

Was drummed into me for about 5 years before i switched possition within the company.

I was happy to wait on a repair. What is frustrating is simply initiating that process. The process of finding whos responsible for the warranty is far too complicated if you dont know, and even when you find whos responsible for it, opening “a ticket” is just a cop out.

Im old school. Speaking to an actual person with instant replys is far less stressful then speaking to an AI chatbot or waiting 2, 3, 4, days for a resonse.

The whole process is frustrating and has really put me off buying future denon dj products. Which is a real shame as i initially switched from pioneer to give the brand a shot. Massive pros but also massive cons come with the premium gear but the killer is definitely the customer service.

31

Yeah, my background is the technical part of housing construction. But we get our share of legal threats as well if somethings doesn’t work out as the customer expected. I think we are more or less in the same professional boat here, regarding work frustrations :wink:

Well, those online support systems… thats what some call progress… Try to get in touch with the water company or electrical company, that’s even a bigger joke. Or Facebook, that’s even a bigger laugh!

I had contact with Pioneer support about a Rekordbox issue 2-3 years ago, and honestly, that took a lot of time to sort out as well, with the same kind of ticket systems with mails which take a week to respond. Half those mails where filled with stupid questions and spiced answers to them. Complete waste of time…

I mean, in short, just don’t expect Pioneer to be so much better, because they ride on a wave of “industry standard”, just because they hostage their customers in their ecosystem. Pioneer does some things better than InMusic, but sure does some worse…

32

Yes the customer service is dreadful. Since getting the Prime Go plus approx 7 weeks ago I’ve raised various tickets. They’ve all been a long drawn out affair and even when the bug has been acknowledged the reply is we’ll forward it on but there’s no guarantee it will actually be fixed and no timescale. End of ticket.

33

Agreed, think its the industry standard now to pass consumers onto “support tickets” or 4 hour phone calls with no actual resolve.

Reason im switching back is purely because of reliability being a little better. Plus as someone stated, ill be buying direct from an actual high street retailer which gives me at least some form of contact that isnt a support ticket.

34

Its ridiculous really isnt it. I wouldnt be that bothered if it was a couple hundred quid (though its still expensive for some) but when your spending into the thousands there really should be a direct contact number to resolve issues.

As i said above its a real shame as engine dj software is brilliant.

Now the joys of converting all my playlists to rekordbox compatible… thats going to be fun :sob:

35

My brother is a site manager for a big national building firm. He has definitely shortened his lifespan with the stress of contacting these.

Facebook is a joke. Hence why for me now its an online photo album to see family members and thats about it. Its just a massive data collection website now.

36

And doesn’t this dealer do Denon?

Its like farmers say: the best tractor is the one which is supported by your nearest dealer :wink:

37

My experience with returning/repairing depends on when it got damaged (apart from curry’s & Victoria plumbing who I will never buy from again)

Bought a mixstream pro go from BopDJ where the left speaker was dead doa, so I contacted them & they offered a refund/repair or replacement. I said a repair is fine & sent it back, they got in contact with me via email saying the part to fix it wouldn’t be in stock for a month so would you like a replacement, I said yes.

Now fast forward a few months & the 3.4 update killed my wifi on the unit, so I contacted Numark/InMusic via a ticket which they got back to me fairly quickly asking for a video of the issue. Once provided everything was agreed & I received a new unit from them within 2 weeks.

Now onto the curry’s story, bought a Samsung TV that had dead pixels straight out the box, took it straight back to the shop & they flat out refused to take it back saying it must of been damaged in my car, (even for replacement, not a refund) & said I have to deal with Samsung directly, which I decided to do. Within 2 days a Samsung engineer came round to replace the display on the tv.

Samsung are pretty good when it comes to things like this as I explained the situation about curry’s refusing to take it back. Another time the centre speaker on my soundbar blew & within 4 days it was picked up, repaired & brought back to me.

I threatened curry’s with court action over this & provided all details to a site called resolver, who I’ve used a couple of times when companies try to get away with things (Victoria plumbing as well) got an apology letter & £100 voucher for my inconvenience.

So through my experience, BopDJ, Numark/InMusic & Samsung all delivered on customer service, which can’t be said for Victoria plumbing or curry’s.

38

I’ve been DJing for over 40 years, using kit from various manufacturers. Some cheap, some high end - including Denon, Pioneer, Allen & Heath, Numark, Vestax…

Never broken a fader on any kit in all those years.

The faders on my Prime 4 are still in one piece and functioning perfectly. On the other hand, one of my Allen & Heath mixers has two faders where the signal just passes straight through - even though it’s only ever seen light use. :man_shrugging:

39

The other thing people need to consider here is the timing, it’s Christmas so likely most of the InMusic team are on leave. My job isn’t being covered in my absence this week so people have to wait until I’m back tomorrow for any support they require.

Couple this with Amazons weird way of dealing with this that doesn’t fall in line with brick and mortar DJ stores, who will do everything required as part of their after sales care. InMusic likely have nothing in place in the UK for Amazon palming responsibility off and not following the documented process.

Many of us here have had their items repaired or replaced with none of these issues, all because we used an authorised reseller with a physical shop.

40

What specifically were the tickets for? Do you have either physical or software problems with your device? Or are these just requests to change things because XYZ software does something that Engine doesn’t?

The key here is ‘support ticket’, these aren’t really there for “the echo effect doesn’t quite work like Serato does”, or “the desktop software isn’t as good as Rekordbox” etc etc.

41

They are actual bugs in the software that have been acknowledged as reproducable.