DJM-S9 Paint Issue - Faceplate

These problems don't solve themselves overnight, Pioneer is still working on the best way to address the issue, then deliver replacements for all the customers who have the product, retailers who have boxed product, etc.

Your patience is appreciated.

Wow.  What a joke.   

Still no word? The paint chipping is affecting all of my faders and the paint is visibly rubbed off where i rest my hand when scratching. $2000 later and this is what is provided? I understand that this isn't directly Pulse's or anyone else's fault at pioneer. Mistakes happen. But I just don't understand why there isn't clearer communication with customers who purchased the mixer. 

Internally, I have received an update and I know where they are with regards to the fix, but unfortunately for the public side, it isn't as easy as saying "come and get'm!" We are still waiting for the appropriate product and support teams to put together the procedures and information for the customers. As soon as we have details, you will get them. Don't worry - we haven't forgotten about you!

As always, thanks for waiting, I know it sucks to have a cosmetically damaged mixer when it's relatively new.

What happened to your posts, Phat Dan?

I removed them because I had already answered him in another thread; cross-posting gets messy.

Any news?

@Rokk > We'll have some info shortly! Thanks for your patience.

ok, please let me know asap. i want to buy the s9 as soon as this paint issue is solved!

DJM S9 paint fades
Pioneer's S9 paint fades and chips like crazy around the cross faders .. I'v had one for two months and it looks like i had it for two years.... but Pioneer did come up with a new updated face plate but if you want it you have to send out your mixer for 3 to 4 weeks thats bull shit when they can just send out a new faceplate in the mail that will take 2-3 days and putting it on will take 15 min ...thats fucked up that i have to be with out my mixer if i want it fixed ...especially when it was there manufacture defect.. I paid 16$ on this mixer right around Christmas time and after about a week i was seeing fading and chipping starting to show up so i called pioneer and I told them whats was happening and asked them if they where aware of the problem and customer service rep said yes and there team of technicians where working on it so then i asked her will pioneer be replacing and sending out a new faceplates cause if not I'm going to return the mixer and get my money back while can ..thats when she assured that ill be all set and asked me for my info and gave my a case num and said pioneer will be in contact with in two weeks to let me know when the faceplates where going to be sent out so be on the look out for a email from us ... i said OK cool cause i do love the mixer and really don't want to give it up lol....... so 2 weeks go by and nothing then 4 weeks come up and nothing so i say let me call them and see what's the hold up and when will the NEW faceplate be shipped out thats when the whole story changed with i have to send out the mixer if i want the new plate.. if i would have known that i would have got my money back from the gate now i'm stuck .....NOT COOL

I am almost 2 weeks into the "wait" that you were describing ^. Pioneer service reps said they would call me back with further details. I even saw a post from pulse saying that service teams were briefed and will be handling replacements for you... Really? Doesn't sound like anyone's been briefed if it takes 2 weeks for them to respond to your call. And on top of all that if your mixer has to be sent in for the replacement that's outrageous. I use my mixer multiple times a week. pioneer of all companies should understand that going 3-4 weeks without a mixer is simply not possible for many Djs. So I ask again. What is the status of these replacements? We've been patient. I don't think it's unreasonable to expect faceplates to be sent out instead of the mixers to be sent to pioneer. The problem keeps getting worse and the responses to the problem are getting worse too. 

Joshua Pries it's like i said I called back like two days ago and customer service were very rude it was actually the same lady i spoke to the first time I called four to five weeks prior she is the one that brought it to my attention she was the one i spoke to... so i was like outraged by her saying i have to send my mixer out because, the first time i called she assured that ill be all set and told me there will be a replacement faceplate update and it would be shipped out as soon as they get them in there hands and that it was a process...So this time I called she said she never said that so I didn't even want to talk to here any more for the simple fact she's calling me a liar so i asked to talk to a manager and she would not connect me to one so I just released the call and called back the next day and i got the same thing but this time from a guy rep and I tried to ask to speak to manager again about my problem and he said theres no one else that can help me other them him so he listen to what I had to say.. but its like it went in one ear and out the other and told me if i want it fixed i have to send it in they are aware of the problem that it happened to all the first generation S9's that were sold but they can't send out the faceplates because if we the customers replace the faceplate are self that we can further cores issues with the mixer and it will void our warrantee by disassembling the mixer ...which does not make any sense because they give you replacement fader bumpers under the faceplate and instruct you to do it yourself ... so that was all bullshit what he was saying.... I just think there just trying to make it hard for use to get it fixed by sending it out thinking that we won't send it out because like you said we need are mixers and don't want to part with them for any reason so they can get away with not fixing there DEFECTED PRODUCT.....And keep money in there pocket ...NOT COOL.....

That's really terrible.

That is the same experience I had back in October, and it is now March of the following year, obviously.

"It's just cosmetic"

 "Send the whole mixer in. We need it for 3-4 weeks to evaluate the issue."

All that same nonsense, coupled with the same crabby attitudes from customer service reps over the phone.

October, November, December, January, February, March. "Be patient." It is mind boggling that a streamlined form of repair hasn't been established.

Absolutely unacceptable. I was lucky enough to return my mixer back to my GC.

Pulse is there any update you can provide? This is getting a little rediculous. I think we've been pretty patient and reasonable in what we're asking.  I find it hard to believe that since finding out about this issue 4 months ago there has been no progress made and no official statement from pioneer. 

Honestly, I think at this point you either need to one or some combination of these:

1. Just accept that it isn't much of a priority and therefore just deal with the mixer as is.

2. Return your mixer if possible.

3. Sell your mixer to someone who doesn't care much about quality and customer service. There are weirdos out there like that.

4. Stop messing with Pioneer. They have a track record for this kind of sh*t.

Sorry but I don't see those options as satisfactory or even acceptable. I bought a product, I expect it to work as intended. And if it doesn't I expect the company to fix that, 

I totally agree, which is why I gave up on expecting them to do anything and simply returned my mixer.

It clearly isn't a priority for them. It sucks, but you'll be waiting and waiting forever. I wouldn't even want to use a product from a company like that.

Again, stop dealing with Pioneer. October to March. LOL

You basically paid to be a beta tester. This issue should have been addressed with all the demo units they sent out to their DJ's endorsing it.

Supposedly, the new mixers are not chipping. So yeah, you paid $$$ to be a test mule and help them correct/develop a mixer that doesn't have the same issues.

Screw that.

so pioneer whats the score you have stopped me posting on my own post on this issue i will be phoning customer care tomorrow and if they say send the mixer back i will be asking for a refund

1) You're not part of a beta test -- the mixer underwent the usual testing for durability at Pioneer DJ's facilities and unfortunately the chipping did not occur during the testing phase prior to production. It can happen in any industry and we apologize for the inconvenience caused, however as you even state yourself, this is a minor cosmetic issue - it does not affect the performance of the mixer. We are in the process of correcting this blemish however we hope you still enjoy the mixer for its technical functions.

2) We haven't posted a statement yet as it's a bit of a logistical problem trying to arrange a GLOBAL network of repair shops, service centres, and customer support locations, to all have the same answers and provide the appropriate service (instead of having them tell you to "wait 3-4 weeks" while they "figure it out" when we know exactly what the issue is).

3) You may have noticed that I posted updates to all the S9 topics here on the forums ... and then had to remove them. That's because we had a statement but then found out that not all of the people who were supposed to have the appropriate information to supply to the users did, and some were providing incorrect info. See #2.

4) We understand that this is frustrating, but all I can do is thank you for your understanding and patience while we wait for the replacement procedure statement.

At such a retail price, "minor" cosmetic issues like these shouldn't be an issue.

Would that logic work with a car? a laptop? "It still gets you from point A to B. Be Happy." Really? Realllllly?

Sure, wear and tear happens, but within 30 days? No. That's the issue.

This entire process has been handled extremely poorly in comparison to other companies. When the first 62's were released by Rane, they had the issues with the cue points breaking prematurely. They jumped up and addressed the issue swiftly, allowing people to send them in and returning them with a very fast turn around. They maintained transparency in regards to the issue. No wishy washy nonsense.

NI also took care of the issue with the Z2 faceplates better than what Pioneer is currently doing (dragging feet).

"Be Patient" = the bulk of advancements on this issue since October.

And a malfunctioning cue point button kinda makes the unit not function as it's supposed to, doesn't it. But the paint chipping has no adverse affect on the crossfader's performance.

NI may have done better with a similar issue likely because they don't have a global network of repair shops to deal with.

Sorry guys, but there is nothing beneficial coming from this thread -- I will be closing it for comments until we have further information for you.