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PLX 500 Platter Motor Died

I bought a big package of Pioneer DJ stuff (DJM-250MK2, 2x PLX-500K and a pair of DM-40) in Hungary, Budapest.  After a week of use when I just practicing  for 15 min and hit the START/PAUSE button the platter stops slowly and then it never starts again. I returned the deck to my local Dj store and now I'm just waiting.. This is the 3rd week without my deck and I couldn't practice with one. Reading the forum and I found a lot of similar cases so now I'm terrified that the other "working" deck will do the same thing someday.. :/

Arhel Answered

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There were a few units exhibiting this kind of failure, however your retailer should replace it for you in a timely manner, provided they have stock on hand. We apologize for the inconvenience!

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Thanks for your former answer.

Now I'm wondering that how long to figure it out in the Service Center (Germany) that my unit need to be changed? My local store did not get any feedback so they did not change my unit.. it is now sit in Germany for 2 months and I used my PLX-500 for 1 week (then the motor died), but on paper I owned it for 2 month.. this is ridiculous.

Is there any chance that I have my unit changed? Or can I get my money back? Seriously I really .. REALLY disappointed!

Arhel 0 votes
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@Arhel > I'm sorry, but unfortunately we don't have any communication with the service centres so I can't get any details on your repair, but I can assure you that if you have sent it in they will be repairing or replacing your unit as quickly as they can. It could be they're waiting on parts - the best thing for you to do would be to contact them directly for an update.

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So after all the headaches it is on me to go after the already paid product to find out where it is on somewhere Europe, find the service center, find there contacts (email or phone) and then wait for another 30+ days to get an answer from them. Great job Pioneer.. And you guys a Worldwide brand... ridiculous!

Come on - could you please send me a direct email address or something? You guys do NOT have any customer service contact at all so if I write here in the official forum please do that favor for me that shows a little empathy and try to help in my problem.

I know that is not your money in it, it is mine and I really mad about how this company cares about there customers...

Arhel 0 votes
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@Arhel > Please understand that there is more behind the scenes of this company than most people realize; yes, the name is global, but each region, and sometimes even countries within those regions, operate independently. And since the split of Pioneer DJ from the Pioneer Electronics company, we still partner with their service centres and some support centres, but aren't all interconnected as one organization.

You have already sent your product to be serviced, I presume you have some contact already established with them - they are the best ones to provide you with quick and concise information about your situation. We do care about our customers, but unfortunately I simply don't have any access to the details about your repair.

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I understand that the company more than just a brand (logo). Unfortunately this is not helping my problem that I paid a lot of money for your products and I just watching them on my shelf for 2 month already because I can't use them (with just one deck I cannot practicing). And this is because the service center cannot reply to my dealer emails. Yes, I'm frustrated because there is no one who could helped me and I think everyone in my situation will have the same feelings.

In my vision if I were Pioneer: my product has a fault, there is not enough parts to repair it in a sort of time, give my lovely customer a new one to get him satisfied and proud to use our products, because I made products to my lovely customers!

Thanks anyway all your efforts, I really appreciate it!

 

Arhel 0 votes
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@Arhel > As you understand, the product chain is more complex than us simply being able to issue a replacement product when a customer has a defective unit which was not "dead on arrival." It's at the discretion of the retailer to provide a brand new replacement; our policy is to repair first, and if that's not possible, then replace with B-stock (previously repaired or returned product), then A-stock if no B-stock is available.

I messaged our social media team and they seem to have spoken with either the PDJ office in your region, the retailer, or the repair shop, and have since communicated with you the reason for the delays in getting your product returned.

We thank you for your patience and understanding in getting your PLX returned so you can get back to what you love the most!

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