DJM-S9 Paint Issue - Faceplate

@Eric > No worries, I'll see if the ticket we have open can be used to include others dealing with this issue as well.

@Mister Dior > Glad to hear it.

Pulse, who do I send pics to? You? I am also having the same issue. My fader knob is also losing silver paint.

Is the issue actually being resolved, or are people receiving the same exact part with low quality paint? I don't see that being a fix as that will eventually chip as well.

I'm not sure -- post the photos here and we'll direct them to the product team.

I was hoping I wouldn't end up in this situation, but my S9 that is coming up on 2 weeks old is having this same problem. The mixer has been used for about 10hrs max, and the black paint under the crossfader knob is starting to thin. It will probably be down to metal the next time I use it. What do we need to do to get this taken care of? I've always used Rane mixers, but deciced to give Pioneer a try, and I must say that I'm very surprised with this. I haven't even used it out at a gig yet.

i also have paint damage and i had my mixer for 3 days i hope someone from the pioneer team can help get the issue resolved

This is ridiculous. I don't see how this got past the DJ's they had beta testing this.

Like I said, I bet they are just sending people plates with the same paint job.

Here is my video regarding the issue, Pulse. What steps are next to get this rectified?

https://www.youtube.com/watch?v=9akWQNG3ay8

Update photo ... https://www.facebook.com/photo.php?fbid=1247060815319386&set=a.120797474612398.17430.100000464380403&type=3&theater

Here's another vid linked from my Instagram account. You can see how much the fader is losing paint very easily. Not cool.

https://instagram.com/p/-HKZncuSYO/

Ok it monday.. Where are we with this situation

@JaeOne > Constantly posting new content won't get it solved faster, nor will speculating on what Pioneer is doing to resolve the issue.

@Eric > If nobody has contacted you yet, see below.

To all > The product team and support staff are aware of this situation and I have asked for them to guide us through the best method of dealing with each case, until they have a plan in place and have informed us of that plan, your patience is appreciated.

Constantly posting new content? You asked for pic. I can still post pics, but figured a video is also just as good as I can explain exactly what I am dealing with at so that future prospective buyers have an opportunity to see what they may be getting into before Pioneer fixes the issue for everyone. I really don't think I am in the wrong, Pulse. I'm not getting any cut backs or discounts. I paid full price for the mixer. I don't think I am out of line in being able to share my personal experiences with the mixer thus far.

In regards to the "speculation" about their possible fix, I also provided what I think is constructive criticism in dealing with the product for the future. Laminate over the paint. Dyed, non painted knobs. It is quite simple.

You can't be mad at people who are unsatisfied with a $1700 dollar mixer showing this sort of issue within a month of purchase. No one is taking shots at you personally, either, Pulse. We appreciate you staying in contact with us, but the vibe we get from you is much different than when you call and speak with customer service over the phone.

I will try again today, and hopefully speak with someone more helpful than the last time I called.

Thanks.

I've already provided you with a top-level answer, anyone you call at tech support may not be as informed as I am with this particular issue.

Cool. Hopefully something soon, as the current "case by case" approach is sure to reach levels of inefficiency as more people notice the issue and come forward.

Thanks.

What that means is each individual will be assisted directly, not "if someone feels it's warranted." Don't worry, we've got you.

Cool. I am in the area. I would be glad to come down if necessary in the near future.

Thank for your correspondence, Pulse.

Hi Pulse,

Thanks for all of your hard work on this matter, however it's very confusing what we need to do if we are having issues with the paint. You said not to contact customer service regarding this matter, and just put it on this thread, however how do we know where we are at on an individual basis of getting the matter handled? I have been around in this business for over 30 years, and even worked for Matsushita (Panasonic, Technics) for some time. It's shouldn't be that difficult for a company like Pioneer to come up with a very quick resolution to this problem. Either send out replacement faceplates, or send RA#s and have the units sent in for repair. I would expect that out of a company like Pioneer. I have dealt with companies like Crown, Qsc, RCF, Lab Gruppen, and others and have never felt as left in the cold as with Pioneer. Put yourself in the position of the consumer.

Once again thanks for your efforts...

I am a customer, so I'm already here. ;)

The QA department is currently determining how it will deal with this issue, so until they have a plan, they're dealing with each individual who is reporting a problem.

Pulse we do appreciate your help as it seems you're the only one helping us. I'm sure you know none of this frustration is geared toward you more towards the situation. I'm sure this is a odd situation for you guys to handle. I just hope if a more serious issue comes up with the mixer that it will be handled in more timely manner. Thank again

While it seems like Pioneer is a big company, the DJ division is quite small and there's just a few of us working customer support on the web front (and I'm not even an employee!) Sometimes the communication bridge is a bit slow while other issues are piled up, but we do understand that you guys have issues you'd like resolved in a timely manner and your patience honestly is appreciated while the QA team comes up with the best way to take care of the users.

Can we at least get some sort of projected time frame as to when we can expect this to be resolved? Right now it is basically "we will handle it when we handle it and let you know," and though it is a response, it is not very comforting/promising.

So if you can get some sort of possible time frame from them for this issue that would really cool. Are they planning to help us within the week, month? 6 months? Year?

That info is crucial so that people can evaluate whether or not they simply just want to return the mixer to their retailer and go with another product while us alpha testers are waiting for an answer.

They're in Japan, I'm in North America, it takes time to back-and-forth an answer thanks to the timezones.

I am not a Pioneer employee so I don't have access to many of their internal communications, so I don't have any details about possible timelines. All I know is the plan is currently being devised and users will be informed.

You're not an alpha tester.

My bad, beta. LOL.

The product planner head has commented:

"We are working hard to investigate this issue. Sorry for the inconvenience until effective measures are taken."

Great, that doesn't say much at all. Not your fault, Pulse. Thanks for reporting back to us.

Actually spoke with Richard from warranty today.

Man, Pioneer's customer service and demeanor on the phone is definitely not like dealing with Rane. I will be having to send mind back in, which supposedly can take 2-3 weeks.

Lesson learned.

Buy Rane.

Or, if you'd just listen to what I'm telling you here -- in communication with the head product planner for the DJM-S9 -- wait, and once they determine the next course of action, you will be informed. Going the warranty route is going to get you a replacement faceplate with the exact same problem, and it will mean you're without the mixer for longer than that 2-3 weeks as they'll need to wait for the parts (which aren't exactly readily available).

I sent mine in per my case, since this is being dealt with on a "case by case basis." It shows it arrived yesterday per my tracking. I was told a different course of action than a replacement faceplate, a better option, and that it would be processed quickly because the rep said he knows the mixer is a source of income. I wasn't told 2-3 weeks, so hopefully this is not the case. We shall see.

Or, if people would just get shit right the first time with the beta team.....

I wanted to see for myself if the response from the actual warranty department is consistent with other people I know who are having the same issue with the mixer.

Relax. I paid 1700 bucks for the mixer. I can listen to you, and I can also see if Pioneer's shitty CS team is actually doing anything about it, too.

Angry...because I am now out of the 45 day Guitar Center return window. Amazing experience thus far for a mixer with so much hype behind it.

@JaeOne > There's no need to get testy, I'm trying to give you the best information and provide the path of least resistance here, but if you're making multiple contact points with Pioneer support, you're only going to confuse the issue and likely make it more difficult / time intensive to have your issue resolved while everyone tries to work out who has said what to you and when.