Complaint Review: Pioneer Electronics - Long Beach California

I am the owner of a Pioneer DDJ-SX; I purchased this unit as new.  I have notice the metal on the faceplate near the HOT CUE, LOOP ROLL, SLICER, SAMPLER Button Section is buckled as if something was drop on the controller.  Since I have owned it, it has been in a studio and have not seen the outside ambient air.  I am very displeased with this issue; I spent over $1000 on this unit and cannot believe the build quality is subpar.

I brought the issue to Pioneer Electronics attention on 1/15/2014, where I called 800# and given ARA 16356555.  I was informed that unit should be checked in once received and would take up to 3 days for service to inspect the unit and then will call customer with an update in which process should take up to 1 1/2-2 weeks.  On 1/16/2014 the unit was shipped for overnight next morning delivery (cost $76.21) to Pioneer Electronics location in Long Beach, CA per instructions from phone representative.  I included a cover letter, invoice for proof of purchase and the warranty card.  On 1/17/2014 at 10:47AM package (tracking # 1z6514770196419542) was signed for by Vince.  

I contacted Pioneer on 1/22/2014 (three business days after unit was received), rep stated unit still has not been check in and I asked again what the hold us and she explained there was not answer as to why.  I called back on 1/24/2014 and informed unit still has not been checked in at this point I asked to speak with a supervisor.  I was transferred to the voicemail of Supervisor/Manager (Mark) then left a message.  On 2/1/2014, Supervisor/Manager (Mark) contacted me, was unprofessional, and sounded like a high school kid from the way he talked to me.  I asked Mark what the issue was with the unit and he explained the Faceplate of the unit buckled and that it could not be repaired due to cost at which he then stated the unit would be replaced with a factory-sealed unit.

I contacted Pioneer Electronics on 2/3/2014 to obtain status of the factory replacement.  I was advised that a tracking number has not been assigned and that I should refer to the Pioneer Electronics website for status. 

On 2/4/2014, I did as I was asked, went on http://parts.pioneerelectronics.com/repair/search.asp , entered the model # (DDJ SX) and the SER#MBHN007175UC.  While reviewing the information provided on the unit the shipping date and tracking information was not updated.  I contacted on 2/5/2014 once again inquiring about status then was informed the unit was shipped and that the Factory Repair status part of the Pioneer Electronics website does not update on Factory replaced items only for Factory Repaired items.

On 2/14/2014, I received the replacement unit (SER# xxxxxx7175US) from Pioneer Electronics after unboxing the product I noticed the faceplate of the unit showed signs of buckling as the previous unit.  Shortly thereafter, I contacted Pioneer and spoke with Nicole.  I explained to her this was the second unit that I received that had this issue and clearly, there is an issue with how the unit was manufactured.  I explained to her that this unit is used in a studio setting and products income for my business.  Since the original unit was down and waiting on Pioneer (aprox 3 weeks) I lost three Clients and income and that, a loaner unit was not an option per Pioneer.  Nicole explained that I would need to ship back the newly received unit for inspection and a Case would have to be created.

I explained to Nicole that this was unacceptable that I have come up with the shipping cost to send the unit back to Pioneer since I have already paid out of pocket $76.21 for next shipping, which took Pioneer aprox 5 days to check in.  I also commented that I would be paying another $76.21 for next day, as I could not afford to lose another Client or income.  I explained to her that I wanted a refund for original money paid on the unit that Pioneer deemed defective.  Nicole informed me that I would be required to submit an invoice as proof of purchase and then Pioneer would have to consider this an option.

I also asked to speak with a Manager/Supervisor; Nicole explained that Mark was unavailable.  I informed Nicole that I need to have an answer on what Pioneer will do since I will be without a unit and that I am not running out to purchase or temporary solution for as long as it takes Pioneer to make a decision.  In addition, the unit is utilized as a tool in the studio to make money.  I continued to explain that I am losing aprox $1000/day and since my original unit was submitted to Pioneer, I missed 2 1/2 weeks of income as well as lost three Clients.  I understand Pioneer cannot reimburse for lost wages.

I explained to Nicole then when I originally shipped the unit to Pioneer that all need information was included in the packaging.  Nicole informed me she did not have of that paperwork on file.  After providing Nicole all needed information, I was assigned CASE# 300228.  Nicole informed me that I would need to submit an email with Proof of purchase to [email protected]

I submitted the email within a few hours after speaking with her and on 2/14/2014 at 1:53 PM the email was received by [email protected]

I am once again asking for a refund of the original purchase price since there is clearly an issue with the material used to construct the DDJ-SX.  I also find it extremely hard to believe that I have bad luck with this product.  I am under the impression there is clearly with an issue on how the Faceplate is pressed or machined, as it seems the Faceplate is possibly stamped due to the intricate nature of how the top of the controller is constructed.

When the original controller was sent back to Pioneer, I spoke with Mark (Manager) about the unit and inquired about the issue with the faceplate.  Mark explained that it was not cost effective to have it repaired therefore needing to be replaced with a brand new unopened unit.  At that time, I asked Mark if my money would be refunded as all paperwork/purchase receipt/warranty where in his possession.  Once again, I am requesting that my money be refunded; I do believe there is an issue with your entire product line of the DDJ-SX unit when it comes to faceplate buckling depending on the ambient temperature the unit is in.  I cannot afford to have this unit start malfunctioning.

I am requesting that a decision maker from your company contact me regarding my money being refunded.  I am not interested in receiving prorate or any differentiation of the price I originally paid.  The original unit was submitted under the Manufacture warranty period and clearly, Pioneer agreed to send a brand new unit as a replacement.