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01-15-2004, 07:40 AM
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#1 of 41 
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Member
Location: Jacksonville, FL
Join Date: Oct 1999
Local Time: 09:14 AM
Local Date: 09-07-2008
Posts: 723
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Denon LOST my 3800!
Several months ago I purchased a Denon 3800. Within two weeks of its arrival, it started to show intermittent freezes, so at a personal cost of $30, I sent it to the Denon factory in California for service. That was September. It is now mid January.
About two weeks ago, I called Denon to inquire just where exactly my DVD player was. I was curtly told that they had never received it! The person I spoke to was rude and all but hung up on me.
My heart in my stomach, I started my insurance claim paperwork with the post office and called Denon back to ask for a signed letter saying they never received the unit. The next morning, however, someone from the service department left a message on my machine saying they *had* received the player and signed for it months ago but COULDN'T FIND IT!
FANTASTIC! And if I hadn't called and made postal investigation noises, no one would even have LOOKED for my player! INCREDIBLE!
Anyway, despite nearly daily phone calls to them (long distance from Okinawa, no less), I have yet to get any further than their answering machines. Not one call has been returned.
So now I am left wondering how exactly Denon intends to compensate me for the last FOUR months I have been without a DVD player secondary to their gross mishandling of my $1200 player. If they intend to simply return my serviced / potentially still unserviced 3800 to me (if they ever even find it) and call it even, though, they are in for a huge disappointment.
More as I get it.
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01-15-2004, 07:44 AM
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#2 of 41
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Member
Join Date: Dec 2003
Local Time: 09:14 AM
Local Date: 09-07-2008
Posts: 65
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Michael:
The treatment you have received is completely over the top. As a potential Denon consumer on the verge of making a DVD player purchase, I have to pause. I have read other comments (epinions) that tell dreadful tales of Denon's customer service. My faith has been shaken.
Nick
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01-15-2004, 05:57 PM
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#3 of 41
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Member
Join Date: Jul 2001
Local Time: 04:14 AM
Local Date: 09-07-2008
Posts: 1,432
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while your treatment does sound horrendous, i really have to wonder why you would allow denon to keep your dvd player for 4 months before you started inquiring about it's progress. if it were my unit, i would be calling on a bi-weekly basis at the very least and not wait a third of a year before starting to wonder where my unit was.
kevin t
religion is the opiate of the masses
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01-15-2004, 06:12 PM
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#4 of 41
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Member
Join Date: Dec 2003
Local Time: 01:14 AM
Local Date: 09-07-2008
Posts: 148
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Okay, I was deciding if I should get a NAD T513 or a Denon 910 and this one shifted me towards NAD.
THat sucks that Denon treated you like that.
The only warrantly claim I had to make was from JVC and I give them 110% for politeness, promptness and another  for the service. |
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01-15-2004, 07:09 PM
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#5 of 41
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Member
Join Date: May 2003
Local Time: 03:14 AM
Local Date: 09-07-2008
Posts: 47
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Wow, that Denon 2200 doesn't look all that attractive anymore. You can tell a lot about a company by how they run their service department, and this is not encouraging. Please let us know if/when they rectify the situation.
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01-15-2004, 09:39 PM
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#6 of 41
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Member
Location: Jacksonville, FL
Join Date: Oct 1999
Local Time: 09:14 AM
Local Date: 09-07-2008
Posts: 723
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Thanks for the moral support guys! I will keep you posted.
Kevin, why it took me so long to inquire is complex, but suffice it to say I live overseas and am used to a longish wait for things to come back in the mail, particularly if they are sent parcel post (which can take six weeks). Add to that the difference in time zones and the difficulty in calling and you have an idea. We also went on vacation for the etnire month of December. When I came back and the player still wasn't here, I called Denon.
The trick seems to be getting them to call me back. . . .
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01-15-2004, 09:52 PM
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#8 of 41
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Member
Location: Jacksonville, FL
Join Date: Oct 1999
Local Time: 09:14 AM
Local Date: 09-07-2008
Posts: 723
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Andrew,
I have a PM in with DenonJeff, but so far no response.
M
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01-16-2004, 01:22 AM
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#9 of 41
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Member
Join Date: May 2003
Local Time: 03:14 AM
Local Date: 09-07-2008
Posts: 47
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Michael, I work in the US but follow Asia Pacific time, so I understand how hard it is to talk to anyone during the daytime. Good luck with getting your player back.
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01-16-2004, 02:58 AM
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#10 of 41
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Member
Location: Northern VA
Join Date: Mar 2000
Local Time: 05:14 AM
Local Date: 09-07-2008
Posts: 4,826
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Thanks Mike, I will definitely focus on other brands when looking for recievers and players. Horrible customer service is something I'm used to and I'd rather just avoid it altogether.
Another for JVC. I had a problem about a small missing piece for my Northridge speakers (I probably lost it). They responded quickly via email and I was mailed a full set of new pieces within 4 days. Now that's service!
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01-16-2004, 07:32 AM
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#11 of 41
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Member
Join Date: Sep 2000
Local Time: 09:14 AM
Local Date: 09-07-2008
Posts: 170
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Actually, you are in great shape since Denon admits to receiving the player. Give them a short deadline to produce your player, replace it with a new one or give you back your money.
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