TL:DR If you buy Denon gear new, make sure you ask if they (the shop) are an official Denon dealer. If the answer is no, then the warranty is completely worthless with Denon and the £ saving you might make from buying them at that shop is not worth it in the long run.
Maybe I am stating something that most of you already know but for the few like me who didn’t, be careful where you buy your Denon gear from. I bought 2 x sc6000’s last May and one of them has recently developed a jog wheel issue (it now seems to catch and make a mechanical whirring noise) where as the other one is still butter smooth and is almost silent when spinning.
In contacting InMusic UK they said they could take a look under warranty but it must go back via the dealer I bought it from and not direct from me to them (InMusic).
Unfortunately for me, I bought mine via an eBay shop – albeit one that is a LTD company, registered with Companies house in the UK so it is fully legit and has over 20,000 sales of electronic based equipment on eBay.
Despite the listing clearly showing 2 x Denon DJ SC6000 BRAND NEW, FACTORY SEALED etc etc they are not on Denon’s dealer lists and when I approached them about processing a warranty claim, they said as much “we aren’t an official dealer for their equipment and any applicable warranty claim must go via the manufacturer”
So now I am stuck in the middle. They were indeed 100% brand new, sealed etc. I even registered both players serial numbers upon delivery with InMusic - I don’t know why now as that seems to make no difference or offers any seeming benefit when it comes to the Warranty!?
I have just got off from speaking with InMusic UK one last time. No budge. They wont offer any help under warranty.
I get that they have to be protective, but am I wrong in thinking that a combination of a registered serial number and proof of purchase is all that should be required for a valid manufacturers warranty claim to even be looked at? I mean as an example, I bought both a Dyson and an Amazon Tablet from the same eBay company. Both were factory sealed and new and both have been registered and had their serial numbers validated on the manufacturers website. Both are fully covered under the manufacturers warranty all ok (I have checked!!!) and this practice seems to be pretty common on electronic consumables.
I’m sure more intelligent people out there may have been aware of this but I certainly wasn’t. Maybe I am just Naive.
You can contact trading standards if you feel they are being unfair and see what they say. They can fight your case for you and if inmusic are in the wrong they will have to carry out the repair.
I’m interested in how this ‘company’ on eBay managed to get hold of the stock. Going off the world of photography it could be they are selling them ‘grey market’, as in they supply them duty free from places like Hong Kong.
The seller is as much in the wrong as inmusic here though, in my mind they should have been up front about this when listing the item.
@JP81 inMusic usually put an intended market checkbox on the side of their packaging indicating which mains outlet plug it has inside the box. Was they supplied with this little indicator? They are usually on the brown plain outer cardboard box that they go to the dealer but I’m sure they are also on the retail box too.
My Prime 4 was imported from Germany as we were still in the EU then and came with the EU plug. I think it was Gear4Music that had EU stock. Obviously things have changed now what with Brexit and all that.
It would be interesting to see if inMusic could at least meet you halfway with it, ideally help cover it all.
Thanks for the responses and advice. Indeed, I have already started to liaise with the trading standards via Citizens advice. As i understand it, the key point will surround whether it can be determined that the fault is manufacturer related or if it was born out of wear and tear/external damage. Something that i guess might be difficult too prove but we will see!
@STU-C / @MrWilks the box is marked for the UK and did come with a UK power lead but i suspect you are right and they must be grey market. Perhaps one of the official dealers had some overstock (or simply stock they needed to shift for space) so sold them B2B to the eBay shop for only a small margin of profit. I know in the world of watches this is quite common so i suspect the same approach applies here.
I still find it strange that Denon/InMusic don’t seem to use serial numbers properly and the registering of them to your account seems completely pointless. Surely my unit’s serials would let them know a) when they were manufactured b) what geographical market they were manufactured or assigned to and c) which dealer they were distributed too. The fact i registered the unit to my account when i bought it and also have the proof of purchase still seems to mean absolutely nothing to them.
Oh well. We live and learn. I’m going to send it off to hopefully get it repaired (at cost!) by InMusic but I have given up on getting them to try and meet me in the middle or offer anything towards the repair. Hopefully that can retrospectively achieved via trading standards.
Make sure you give all this info to trading standards about the serials etc, its all useful info for them to fight your case.
We had to use the energy ombudsman once to fight a case against an energy company and we found them to be very good so i hope trading standards are the same for you.
InMusic will definitely have serials logged with dealers. If that came from outside of their dealer network then they’ll be able to find out who it was allocated to originally.
Like when a truck full of gear gets stolen, they can blacklist the serials.I watched Motorway Cops on Channel 5 recently and they nabbed someone stealing out the back of plain lorries. Turned out they was helping themselves to Roland and V-Moda stuff. Naughty.
Someone stole a lorry of Apple goods around two years ago in the UK. I feel sorry for anyone that bought anything not knowing they were stolen as their location would be pinged up as soon as they activated it.