Read the reviews below to see the experience other people have had when dealing with customer service from Denon.
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.
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 .
been emailing somebody called Corey at Denon on a AVR X2100w just released in July and they dont work and they tell me to take it to a service center which will take 4 weeks to repair.. They guy does not even know what and AVR and tell me that i can not exchange it. Its better to buy a 100 $ than a 800 denon for sure...
Buyer beware when dealing with this company in Canada. They don't have a 1800 phone# (long distance / long waits only). Their chat support is mostly closed / offline. They are quick to sell products, but very slow on support. When a company has to hide and distance themselves, expect the worst.
I was begging Denon USA for help with my one month purchased Exercise Freak Bluetooth headset that was not working with my new Mega 6.3 Samsung Galaxy phone. I first contacted a person named Rolando and he sounded like he was just getting out of bed. I was asking for tech support because the phone is bluetooth 4.0 and these headsets were 3.0. He said he was customer service and he had no knowledge of the product. He gave me an 888 number which i dialed and got right back to the number I just dialed and got a Corey who seemed to have less knowledge and desire to find out than Rolando. He said that it only works with Apple not Android even though I said that the website of his said clearly ANdroid and Apple. He seemed very defensive and I asked again for a Manager or supervisor and he said 24 to 72 hours a possible call back. He moved away from the phone and a Daniel got on and said he was a Manager and would look into it and someone would get back to me. A few days later a call back from another person called Lori and she said they made a case for me with Samsung support and I should call them they would revert the phone back to 3.0.
I asked for a supervisor again because I already brought the phone in to be checked out and they flashed it to 4.2.2 which was the same as I had and they said there is nothing wrong with the phone and nothing they can do to go backwards.
Finally a supervisor named COrey got on the phone and an hour of converstation about his staff not knowing the product or caring about it either he said call the case number and see what they say.
I did and Samsung also was not very nice and said they could not help a Michael said. I asked about the case number Denon made for me and he said nothing can be done. It was wrong info Denon gave us. I asked for a Supervisor or Manager and finally he agreed and I spoke to a Manager from Samsung who was very nice and investigated and told me to call Denon and say there is nothing that Samsung can do it is a Denon problem for not upgrading what 15000 Companies who deal with bluetooth have done already and upgrade their 3.0 BT to 4.0 Bt. I wrote Corey at Denon back and never not a reply and wrote again for help and no response. It is not the kind of Company I will ever buy from again.
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 customer service sucks. Consumer be warned!!!!!!
I bought one Denon AVR 1912 Receiver from Bestbuy brand new on clearance, when I opened the box and found that the remote control is missing from the package and I cannot set it up without it. I called Bestbuy and was advised to call Denon. Called and talked with John from the customer service. He talked with his supervisor and wouldn't supply a remote control , because it was on clearance. It is on clearance, but it's brand new , factory sealed. It's on clearance, because it's discontinued and promotionally priced. As we all know, the products on sale or clearance don't mean that they are treated differently regarding product and customer service. I am very disappointed with Denon's customer service and will return the receiver to bestbuy and won't buy any Denon products again. As an active AVS forum contributor, I also advise other A/v users to avoid Denon as much as possible. They are so many makers out there, why choose a manufacturers who doesn't stand behind their products. This is why I saw a lot of negative review about Denon's. It's my bad to gamble anyway.
The customer service guy , John told me that Denon pack everything in the box. and never make mistakes. ( excuse) and it's not their fault, maybe Bestbuy's. But during the phone talk , he mentioned that a lot of customer call them and complain about missing accessories. So all the consumers are making false complain. Does it also indicate that denon have problems with their products.
I am really disappointed and speechless. Good Job- Denon !!! Keep doing the good job and you will be rewarded sooner or later.
I will not stop here and this is only the beginning. tell your friends and file complain to consumer affairs.
I ordered a Denon receiver and Denon has taken the money from my account, they have sent me an email that it has shipped, but they cannot tell me when, or give me a tracking number. I have called them 7 times and I get the same story, that they will contact me with an email or a call...havent received either one and that is why I am canceling my order, so I think. Customer Service cannot seem to find a tracking number or status of order??? CS said they will cancel and i should receive a call or email to confirm, once again they say that but it never happens. Frustrating!!!
I have a avr590 tha is 16 months old and has no sound output. Been trying to get help for a week . was told that would have to sent for repairs even after i told service rep what the problem was. Headphone switch is bad and was told it was not serviceable. Have left phone number but no call from denon. Purchsed a Yamaha recevier today. denon in box on shelf in carport.
I have never been so frustrated! I am typing this because I have the time. At this point I have been on hold on a call that is not toll free for 24 minutes. The recording mentions a FAQ site. The problem is that all Denon sites are under maintenance, including product registration. This is not the time of year to make themselves less available in that most purchases are done at this time.
I waited, now 30 minutes. Time to box it up and get a Pioneer!
Dont buy a Denon. We took our receiver in a week ago, it is our second receiver because the first one had too many issues to they replaced it. They said 4 hours to repair. We went back 2 days later, and they said by the end of the week. We are now told 4 weeks! And no loaner. Corporate said they cannot make the service offices work any fast. So, DONT BUY A DENON. PERIOD.
