Authorized Dealers (1 Viewer)

[Camp]

Just one easy question:

Has anyone here ever been declined product support (within warranty time limits) for a registered product just because you didn't buy from an authorized dealer?

If yes, please mention the product.

 

[Camp]

18 views and not a single answer? With all the talk about the importance of buying from an "authorized dealer" I expected a bunch of horror stories.

 

[Kevin_Kr]

It happens all the time with certain manufacturers.

 

[Mike LS]

I think a good many are given a hard time at the repair shop, but usually if you press the issue with them, they'll cave.

I had a repair issue with Kenwood a few years ago. I bought the unit from a hole in the wall e-tailer, but had registered the product with Kenwood.

I took it in to an authorized repair shop and they took it with no questions. They even made a photocopy of my reciept and didn't say a word.

Wound up that after several months of back and forth, the repair place couldn't fix it, so I took the problem to Kenwood to get a replacement.
The first thing they did was ask me where I bought it, then told me that they couldn't do anything for me since I had bought it where I did.

Only problem there is that I kind of had them by the short & curly's because they had already authorized repairs on the unit.
Had it not been for that, I don't know how far I would have gotten, but because of it, I wound up getting a new unit (and a double warranty).

 

[Camp]

The first thing they did was ask me where I bought it, then told me that they couldn't do anything for me since I had bought it where I did.

That's what I expected too. I'm considering buying an Anthem AVM-20. Last night I read the warranty info at the back of the manual. The warranty never mentions anything about buying from an authorized dealer. I suspect there's no solid right to deny service then.

 

[Mike LS]

You'll get different answers from most anybody, but from experience, I don't think they have much ground to stand on, especially if there's no mention of this in the warranty information.
Too, IMO, buying from the cheapest source usually saves you enough money to cover any repairs that might not be covered if the manufacturer gives you crap.
It's kind of the same thing with extended warranties....if you make a habit of not buying them, you'll save enought money on the ones that would never get used to pay for the 1 or 2 repairs that might be necessary over the years

 

[Jed M]

Kenwood tried the same thing with me three years ago and I basically had to make about 5 phone calls and a few emails but I ended up getting a one time voucher to fix it. It never broke again so I don't know if it was really a one time thing or not. The important thing is that in the end they caved, but trust me, they made me work for it.

 

[Samuel Des]

if you purchase a Kenwood car or home electronics product online from a dealer not listed on this page, you are not purchasing from a Kenwood Authorized Internet Dealer, which means that a manufacturer's warranty is not provided.

Wow -- I didn't know that Kenwood had the authorized dealer thing until now.

 

[Darin J]

I been reluctant to purchase a Denon at discount sources because they specifically exclude unauthorized dealer purchases from their warranty as stated on their website.

WARNING TO VALUED CONSUMERS:
The warranty on DENON Electronics products is NOT VALID if the products have been purchased from an unauthorized dealer/on-line E-tailer or if the original factory serial number has been removed, defaced or replaced in any way. Recently DENON Electronics has become aware of numerous instances in which such serial number tampering has occurred. Unauthorized dealers/on-line E-tailers and/or their suppliers frequently alter the serial numbers in an effort to prevent manufacturers from tracing the supplier source. DENON Electronics sell products through authorized retail and on-line channels to insure that consumers obtain quality pre-sale and after-sale support and service. PROTECT YOUR WARRANTY. Buy from an authorized DENON Electronics dealer/E-tailer. Check the unit and its packaging to determine whether the factory serial number may have been altered. If in doubt, call DENON Electronics at (973)396-0810.

I'd like to hear someone who has had an unauthorized dealer purchase of a Denon serviced or refused service.

 

[Mike LS]

Still, I think it comes back to whether or not they state that fact in the warranty card that comes with the product. They can't expect everyone that buys their product to read every word of their website.

If they make sure that they get that statement into every customers hands, then they have some ground to stand on, but I don't think simply listing it on their website gives them much legal ground.
Enough to give you a hard time, but not enough to flat refuse service if you don't cave immediately.

 

[jeff peterson]

There was a story in yesterday's newspaper detailing how a major car manufacturer (Ford, I think) wouldn't honor warranty work on cars purchased in Canada for use in the US.

Apparently, they sell the cars cheaper in Canada due to the week Canadian dollar and folks from border states simply driver over the border to buy their new cars.

There wasn't a mention (at least in my local paper) as to whether this was legal or ethical on Ford's part.

 

[Bill Lucas]

Camp,

Good luck finding a gray market AVM 20. Audiostream keeps a VERY tight rein on their dealer network. I doubt you'll find one. Regards.

 

[Matt Jesty]

Wound up that after several months of back and forth, the repair place couldn't fix it, so I took the problem to Kenwood to get a replacement.
The first thing they did was ask me where I bought it, then told me that they couldn't do anything for me since I had bought it where I did.

Only problem there is that I kind of had them by the short & curly's because they had already authorized repairs on the unit.
Had it not been for that, I don't know how far I would have gotten, but because of it, I wound up getting a new unit (and a double warranty).

----------------------------------------------------------
Gee, just "several months of back and forth" and the hassle of forcing Kenwood to do something......
I put a VERY high value on my time and frustration-avoidance, but that's just me.......

 

[Camp]

Good luck finding a gray market AVM 20. Audiostream keeps a VERY tight rein on their dealer network. I doubt you'll find one.

Thanks. I've found at least 4 unauthorized dealers selling Anthem AVM-20s. A little searching turns up lots of options.
I never said I was going to buy this way...I was just curious after reading the warranty.

 

[Bill Lucas]

Camp,

They may be selling them but can they DELIVER them? There is still a two week plus backlog for authorized dealers. You may make the order but when will you get your AVM 20? Food for thought.

 

[ReggieW]

Couldn't you simply tell them that you got the unit as a gift? I bought my Denon 1802 unauthorized which came with a warranty/registration card. The e-tailer stated specifically that they didn't sell B-stock or refurbs. I really don't see how they can refuse you service if you register the warranty card and tell them you received it as a gift, especially if the serial number or unit hasn't been tampered with. Denon's "authorized" e-tailers are simply too expensive, which even makes it even more suspect as nearly all of them stand firm on the factory msrp's - I have neveer spent full msrp for anything.

Reg

 

[Jed M]

Reggie, that is exactly how I got my one time voucher. I said my grandpa bought it for me and then I just gave Kenwood hell saying how they don't support their products and how is my grandpa supposed to know these things? What could they say, so I got my voucher. If someone is in the same boat I would give the same advice as Reggie.

 

[Lewis]

I read the Denon Warrenty information on their web site and see which dealers can sell over the web but I still have a question. If I buy a receiver from an authorized B+M store and have them ship it to me, does that make the warrenty no good?

 

[Earl Simpson]

JR, 6TH AVE, Oades, ONECALL and others are authorized dealers and will give you a great price. Also they have free shipping for DOA's in both directions. I think the extra $50 will be more than made up on a defective return. Why chance it?????? Get a price and ask them to match it!

 

[ReggieW]

Earl,

Will J&R ship Denon pproducts to me here in Los Angeles? They don't list any Denon products on their website, though I know they sell them in their store. I am buying a Sony Scd-C222es from them next week with a pair of Sennheiser 590's next week, and would also like the Denon DVD-1600, which they have, but don't list on their website.

Reg