Customer Service Scoreboard
I bought a DENON AVR three years ago. That is how long it lasted. Contacted DENON for repair. I was very much disappointed that they didn't care about resolving the issue because my receipt showed 3 years and 2 months. These kind of devices are supposed to function for many years. How is it that DENON do not care about their products while only working up to warranty expiration date of 3 years?
1700H receiver center channel went out after less than 1 year. I have the purchase date on my credit card, purchased from Denon. I do not still have the paperwork for the purchase. Denon customer service says they do not keep any records of sales and need my paperwork to help. Thus, even though it is under warranty, I Denon will not help me. I have used ONLY Denon for 30 years. I will never buy another Denon product and I will never recommend Denon to anyone again. They are a company of thieves.
They have my warranty I submitted. They have my money. They have the date of sale. They have my credit card. However, they have no way to help me...only a way to have sold me a hunk of junk and kept my money.
Nobody should trust this company or their products. Denon is simply not the company they used to me...probably why we see them on Amazon and Best Buy now...with all the other cheap crap.
We purchased a Denon Prime Go only 3 months ago. After a software update it just stopped working.
As it was still under warranty I wasnt too worried...but then I spoke with Denon....
Apparently they only offer their warranties to US citizens. They told me I could not send it back to the US (even on my own dime) but actually had to bring it there IN PERSON!!! I have lived in Thailand for 13 years....and round trip tickets (plus time off work) would have cost more than the unit!
Thank goodness I purchased this on Amazon and even if Denon sucks, they stand behind their word.
Otherwise....I would have spent 1500 USD on a brick.
DONT BUY DENON!!! EVER!!!
Ordered a Denon PMA-600NE online at around 10:00pm at night. Called to cancel the order next morning 10:00am (when online helpdesk open). Lady confirmed it is cancelled and I would not get charged. Unit would not shipped out. Turned out unit was shipped that night, ignoring the cancellation order. Credit card charged that night. Called help desk. Instruction was to refuse the shipment when DHL showed up. I did refuse the shipment but now 4 weeks. Many calls, many emails to customer services. Still saying Sound United credit department not responding to customer help desk. So NO refund yet! Lost all my trust and faith in Denon/Sound United. Will never buy from them again. When I returned any item from Amazon, I got refund once the return item shipped (label scanned by shipper). Back to Amazon, Best Buy and Costco!
Bought a Denon receiver and it had an issue. The nearest service center is an hour away and they do not support shipping so I had to drive it there. Before I dropped it off I contacted Denon customer service and opened a claim to see if I could get a loner. It is well documented online that if you have an issue you wont get the unit back for several months. Claim 210604-001212 was opened on 04-Jun and they never followed back with me on the request. On 30-JUL I contacted the service center for the third time and was told the initial diagnosis of a control board may not have been the issue and now they had to order another 'thing'. I called the service center and had to repeat all the same info I gave them back in early June. When I asked to escalate and speak to a supervisor i was told no, they were busy in a meeting. I asked for the name of the supervisor and couldn't get that either. It appears they don't want to give out supervisors names?!?!? I demanded I get a call back and that never came. It's clear the customer service is NOT a priority with Denon. If you buy Denon and there is a service issue you are completely on your own and they will not attempt to work with you aside from the call tech that runs you around in circles and yeses you to death.
I have returned 2 defective AVR-x3700h units in the last 6 weeks. First one was purchased from Best Buy so that return was seamless. The next was purchased Denon direct. Was fine for 3 weeks light playing, movies, really cranked it 1-2 times. No issues or overheating. Next morning after watching a movie the second unit wouldn't power on. I immediately opened on online support case to get the return and refund going - no response for 10 days then closed. The next day after the failure I also called support directly. I was on hold for 45 mins and got support and went through troubleshooting to no avail. They agreed that I needed to return for a refund but needed to get this processed by the sales department- on hold again. From that point I was on hold for - wait for it (because I did) another 2 hours and 38 minutes! One I got a live person, They gave me the return shipping label and assured me reimbursement in 7-10 days. Today is day 11. Still no refund. Contacted support again yesterday through open support case - now they say the credit department hasn't processed the return yet and it will be another 7 days after I receive another email confirming the credit.
Oh and buyer beware on the 60 day return policy - you have to get the return process going within 30 days of purchase or you own it. When I got the return approved he said oh you have 2 days to return... then said I mean 60. After getting the return approved then you have another 30 days to get it back to them. Read the fine print if you can find it! 60 day returns - riiight. Shady practices. Sub-standard products and lousy support.
At this point I have no confidence in Sound United, Denon, or Marantz. Poor quality products and even worse customer support.
Absolutely no online response to canceling order BEFORE it even shipped. I received notification that it shipped a week later, after days of trying to contact customer support. Still, to this moment, I have not been able to speak to anyone in customer service! Lack of customer service support has caused me to no longer be interested in Denon products.
Absolute garbage is what they sell, professional equipment, what bs and lies, I have 6 Denon receivers that have destroyed themselves, they do not cut out when they overheat, instead they just fry the components on the output PLEASE DO NOT BUY THEIR RECEIVERS, THEY CANNOT HANDLE BEING DRIVEN HARD, I now own a Yamaha and a Mackie amplifier, they are great, if you drive them too hard they will cut out until they cool down, then your good to go again, no matter how many times this happens, they fire up again, UNLIKE DENON..... I WILL NEVER BUY ANOTHER DENON PRODUCT AGAIN IN MY LIFE!!!!
Oh, and also, one of the new Denon receivers I bought stuff itself 4 times, they ended up giving me my money back, but the stuff I had to go through was ridiculous, I ended up buying the Yamaha which cuts out with no damage when it overheats, it's now over 10 years old and still goes as good as the day I bought it.
IF YOU WANT TO BUY SERIOUS PROFESSIONAL AUDIO EQUIPMENT THAT WILL LAST, STAY THE HELL AWAY FROM DENON, SOUND QUALITY DOESN'T MEAN ANYTHING IF IT WONT GO, ......MY MESSAGE TO DENON IS STICK YOUR BAD EQUIPMENT UP YOUR bum, YOU'VE LOST MY RESPECT FOREVER, YOUR RECEIVERS ARE GARBAGE AND I HAVE WASTED ALOT OF MY TIME AND MONEY TO PROVE THIS IS, AND IN SILENCE WITH NO MUSIC I MIGHT ADD,
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PLEASE BE SMART, DON'T BUY DENON,YOU WILL REGRET IT, MY WORD YOU WILL, BELIEVE IT.
Iam eagerly waiting for an higher end model from the present denon 8500h n marantz 8805 . presently I own both .D M which is more than 100 years brand ..wonder why you are not manufacturing any Blu-ray player.humble request to produce a BluRay player much better than oppo 205..if a Chinese company can...why nota giant like Denon n marantz...
I will never again purchase a Denon unit. I understand that sometimes parts fail. This is why we have warranties. I brought my unit into an authorized repair dealer over a month ago, and all they can tell me is that they're waiting on parts from Denon and have no ETA as to when they're going to arrive.
Had a Denon for years so when I did a upgrade Aug 2019. I purchased a AVR S950H from Best Buy Rockford it started making a ticking noise that got louder and louder also purchased tech support from Best Buy 200$.Now my choices are pay 50$ to best buy to look at it for a product they sold and payed them to installed,or drive 60 to 90 miles for them to look at it with no guarantee of fixing it on there dime or I can pay for both way shipping. What good is a warranty when Corporations wont stand behind what they sell DENON AND BEST BUY Thanks for nothing .I spent 3000$ on a system that is 7 months old and I cannot use NEVER AGIN.
My first receiver was Pioneer in 1998 and is still working (presently with my friend). I decided to reward myself and bought a Denon 2307 w receiver in 2008 and am still using it. I was so impressed with Denon that I bought myself Denon AVR 2200 which has Dolby Atmos and DTS X features.
It was working just fine until end of Sep this year; suddenly producing no sound at all. Everything else is fine. On Oct 01, I took it to the shop where I bought it in Medan (82 kilometres away from my place). Having got no technician of their own, they sent it to Jakarta, the capital city. No news from them until Nov 11, last week. They said that the change of spare part and labour cost me Rp 5,700,000 (Rp 14,100 to the $ US)+ shipment to and from Jakarta Rp 400,000. It will cost me Rp 6,100,000 (about US$ 432) altogether, equal to the price of A brand new Denon AVR 1500. It's daylight robbery.
Looking at the astronomical price they charge me, I suspect Denon does not have any spare part available in stock. They just canibalize a new unit and impose all the charges on their customer.
I decided to cancel the repair and had paid the shipment charges and am expecting my broken Denon next week or so.
I will certainly opt to purchase a receiver of any other brands than Denon, like Pioneer for example. My pioneer is still alive and kicking at 21 years old.
Selvenathen, Jalan OK Aliviah 15, Tebing Tinggi Deli, Indonesia.
Quite disappointed with newly buoght amplifier denom which is already out of service for 2nd time . The supplier told me this is good brand and very top brand . For me it's sucks and cheating brand which they should replace new brand if the product give problem. The supplier keep telling it will be repaired . Doesn't matter I will bring this issue to tribunal if they not entertain and of course I will viral this in social media for others for not being cheated like me .
I was very satisfied with the help I received with my older model receiver connecting it to my TV and fire stick. I finally cut the cable cord. He was very patient and walked me through step by step set up with my Denon. I will buy and recommend to buy other Denon products for their quality, reliability, and outstanding customer service.
I have a 3800 denon receiver I bought around 3 years ago. Recently my sound from the tv input went dead. the video worked, just not the sound. Switching inputs gave me the same problem. I figured it wasn't worth fixing but on going to the stereo store was informed that the service people of denon might help me fix it. Short story, the service woman talked me through a reboot on the receiver and all works perfect again. I didn't expect to be able to fix it without at least unhooking everything so I'm very happy about the whole experience. Wait time to get a person was 2 minutes. A nice experience for a change.
Denon, fantastic tech support!
I wear hearing aids and contacted the major TV home entertainment equipment manufactures that had an analog audio out for a Bluetooth transmitter. This transmitter sends audio to my hearing aids via an interface device. Denon was the only company that was able to satisfactorily help me with my issue. I had purchased two other receivers from other manufactures. The respective tech people assured me that their components would work. After several phone calls to each returned the components. The Denon tech people were very knowledgable with little wait time.
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