- Jul 16, 2002
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Consider this a mixture of a mini rant and a public service message regarding what level of support you can expect from Denon and
Accessories4less.
In March I ordered a refurbished Denon AVR-1612 from Accessoriess4less. I followed the directions, I only hooked up the HDMI for the initial setup. When I attempted to turn the unit on, all it would do is cycle off/on/off every second. I had already read through the official AVR/**12 topic at avsforum.com , so I was aware of how to do a micro process reset and that it was a common fix to many problems. Unfortunately there was no improvement after completing 3 microprocessor resets.
The next day I called Denon support where I went through their standard support checklist.
Do another reset
Unplug then replug the unit in
Try another outlet.
Try turning the unit on without anything else connected
After going through all of this, the Denon tech agreed the unit was defective and told me it would need shipped back for replacement. Bradley Scott said he would email me a request for proof of purchase, then when that was received, he would send me the info for shipping it back. The original email sent to me requesting proof of purchase was mistakenly sent to the wrong email address. Two days later when that problem was fixed, I email the proof of purchase. I never received any type of reply from Denon. A follow up email also went unanswered.
A few days later I called tech support again where I had to go through the whole support checklist.
Do another reset
Unplug then replug the unit in
Try another outlet.
Try turning the unit on without anything else connected
After which the tech agreed the unit was bad an would need returned for repair/replacement. The tech then put me on hold while he transferred me to someone else who would arrange the return. I was on hold for about 5 minutes when I was suddenly disconnected.
Since I was getting nowhere calling their support number I decided to use the online support form. I detailed exactly what had happened to that point, how I had already contacted tech support who said agreed the unit was bad. How multiple microprocessor resets didn't fix the issue. How I had already mailed a copy of my receipt but never heard anything back. After 2 days I finally got a reply from Denon, a tech called me with instructions on how to do a microprocessor rest because that would probably fix the problem. I informed the tech I had already done multiple resets on my own plus again when I originally called their tech support #. I mentioned I was at work so didn't have access to the AVR anyway. The support person ( I think he said his name was Jeff ), said he would call back when I got home, he even verified the time zone difference to ensure exactly when I could expect his call. No surprise, he never called back.
At this point I was done with Denon. I decided to contact Accessorioes4less to exchange the defective unit through them. I guess I shouldn't be surprised that a place selling Denon refurbs would be just as bad at standing behind what they sell as Denon is standing behind what they manufacture.
Here is the return policy from Accessories4less
*All Returns Require Prior Authorization
Please visit our website and follow the link to Questions (left side of page). Next click on the bold term Request a Return or Defective Exchange at the Customer Service Help Desk. Enter all info requested, and allow up to 2 business days for a response. Any item returned without authorization will be refused. Returned merchandise must be postmarked no later than 7 days after we provide you with a Return Authorization Number. *
I filled out the Request a Return or Defective Exchange form but the only reply from A4Less is that I would have to handle the return and exchange through Denon. The Accessories4less return policy definitely implies they will handle exchange of defective equipment as long as it's within 30 days, it certainly doesn't say all sales final or we don't stand behind what we sell. I dont see why they have people fill out an online form to request an RMA to for exchange or defective equipment they sale when all they do is refer you to someone else.
I understand both of these places probably spend a lot of time and money offering support to people who simply can't follow directions to correctly hook their equipment. This is not one of those times, when you plug the power in and it won't even turn on, its clearly defective.
So after getting the reply from A4less which basically amounts to not our problem, talk to Denon", I once again called Denon support. This would be the 3rd call or the 4th contact if you include the online support ticket. This time I spoke to Rolando Andrande, who was very apologetic. He couldn't understand why Brad, the 1st tech didn't follow up. It was right there in the records as defective waiting for return. I just needed to email in a copy of my receipt. I was told that it normally takes 48hrs but he would get his manager involved to expedite this since I was already waiting from my previous attempts to get this repaired or exchanged. Of course, I never heard another word back after emailing a 2nd copy of my receipt, including a follow up email simply asking who I needed to contact to get this resolved.
Im interested in suggestions to update my receiver. My equipment is all 5-6 years old and based on recommendations from the HTIB alternatives thread.
I bought the Denon AVR-1612 to replace my old Onkyo SR-504. Since Im had nothing but problems trying to get any support from Denon to repair or exchange the unit, Im only interested in recommendations from other manufactures beside Denon.
What would be another receiver comparable to the Denon 1612? The main reason to replace the Onkyo SR-504 is I want something with HDMI to cut down on the number of wires. Right now I have multiple wires going to a HDMI switch plus separate TosLink cables going to the Onkyo. So Im interested in something that can handle everything thru HDMI, preferably something with Audyssey since Ive read so many good reviews. Something easy to use with a decetn remote will help wityh the wife factor.
The receiver will be driving a 5.1 system made up of a Bic H-100 sub and Velodyne CHT Front Row speakers.
I appreciate any input.
Accessories4less.
In March I ordered a refurbished Denon AVR-1612 from Accessoriess4less. I followed the directions, I only hooked up the HDMI for the initial setup. When I attempted to turn the unit on, all it would do is cycle off/on/off every second. I had already read through the official AVR/**12 topic at avsforum.com , so I was aware of how to do a micro process reset and that it was a common fix to many problems. Unfortunately there was no improvement after completing 3 microprocessor resets.
The next day I called Denon support where I went through their standard support checklist.
Do another reset
Unplug then replug the unit in
Try another outlet.
Try turning the unit on without anything else connected
After going through all of this, the Denon tech agreed the unit was defective and told me it would need shipped back for replacement. Bradley Scott said he would email me a request for proof of purchase, then when that was received, he would send me the info for shipping it back. The original email sent to me requesting proof of purchase was mistakenly sent to the wrong email address. Two days later when that problem was fixed, I email the proof of purchase. I never received any type of reply from Denon. A follow up email also went unanswered.
A few days later I called tech support again where I had to go through the whole support checklist.
Do another reset
Unplug then replug the unit in
Try another outlet.
Try turning the unit on without anything else connected
After which the tech agreed the unit was bad an would need returned for repair/replacement. The tech then put me on hold while he transferred me to someone else who would arrange the return. I was on hold for about 5 minutes when I was suddenly disconnected.
Since I was getting nowhere calling their support number I decided to use the online support form. I detailed exactly what had happened to that point, how I had already contacted tech support who said agreed the unit was bad. How multiple microprocessor resets didn't fix the issue. How I had already mailed a copy of my receipt but never heard anything back. After 2 days I finally got a reply from Denon, a tech called me with instructions on how to do a microprocessor rest because that would probably fix the problem. I informed the tech I had already done multiple resets on my own plus again when I originally called their tech support #. I mentioned I was at work so didn't have access to the AVR anyway. The support person ( I think he said his name was Jeff ), said he would call back when I got home, he even verified the time zone difference to ensure exactly when I could expect his call. No surprise, he never called back.
At this point I was done with Denon. I decided to contact Accessorioes4less to exchange the defective unit through them. I guess I shouldn't be surprised that a place selling Denon refurbs would be just as bad at standing behind what they sell as Denon is standing behind what they manufacture.
Here is the return policy from Accessories4less
*All Returns Require Prior Authorization
Please visit our website and follow the link to Questions (left side of page). Next click on the bold term Request a Return or Defective Exchange at the Customer Service Help Desk. Enter all info requested, and allow up to 2 business days for a response. Any item returned without authorization will be refused. Returned merchandise must be postmarked no later than 7 days after we provide you with a Return Authorization Number. *
I filled out the Request a Return or Defective Exchange form but the only reply from A4Less is that I would have to handle the return and exchange through Denon. The Accessories4less return policy definitely implies they will handle exchange of defective equipment as long as it's within 30 days, it certainly doesn't say all sales final or we don't stand behind what we sell. I dont see why they have people fill out an online form to request an RMA to for exchange or defective equipment they sale when all they do is refer you to someone else.
I understand both of these places probably spend a lot of time and money offering support to people who simply can't follow directions to correctly hook their equipment. This is not one of those times, when you plug the power in and it won't even turn on, its clearly defective.
So after getting the reply from A4less which basically amounts to not our problem, talk to Denon", I once again called Denon support. This would be the 3rd call or the 4th contact if you include the online support ticket. This time I spoke to Rolando Andrande, who was very apologetic. He couldn't understand why Brad, the 1st tech didn't follow up. It was right there in the records as defective waiting for return. I just needed to email in a copy of my receipt. I was told that it normally takes 48hrs but he would get his manager involved to expedite this since I was already waiting from my previous attempts to get this repaired or exchanged. Of course, I never heard another word back after emailing a 2nd copy of my receipt, including a follow up email simply asking who I needed to contact to get this resolved.
Im interested in suggestions to update my receiver. My equipment is all 5-6 years old and based on recommendations from the HTIB alternatives thread.
I bought the Denon AVR-1612 to replace my old Onkyo SR-504. Since Im had nothing but problems trying to get any support from Denon to repair or exchange the unit, Im only interested in recommendations from other manufactures beside Denon.
What would be another receiver comparable to the Denon 1612? The main reason to replace the Onkyo SR-504 is I want something with HDMI to cut down on the number of wires. Right now I have multiple wires going to a HDMI switch plus separate TosLink cables going to the Onkyo. So Im interested in something that can handle everything thru HDMI, preferably something with Audyssey since Ive read so many good reviews. Something easy to use with a decetn remote will help wityh the wife factor.
The receiver will be driving a 5.1 system made up of a Bic H-100 sub and Velodyne CHT Front Row speakers.
I appreciate any input.
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