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DJM-S9 Paint Issue - Faceplate

I just got the DJM-S9 recently and already, the paint by the crossfader is starting to chip away. This shouldn't happen so soon. Perhaps the paint job on my mixer is defective? Would I be able to get a replacement faceplate under warranty?

DJ Mister Dior

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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

Johnny Walker 2 votes
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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 2 votes
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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.....

Johnny Walker 2 votes
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@James > I've been working as a consultant for Pioneer for 16 years, I'm not an employee but the closest thing to it, and I have a lot more insight and inside information than most people who claim to work "with" Pioneer, so rest assured, anything I'm saying is on Pioneer's behalf, I am representing the brand for them.

There is no "lack of acknowledgement;" I've already told you that the lead product manager has said they are working with the QA team to devise a plan of attack here. It's not going to happen overnight which is why I've said "Your patience is appreciated." Until they... a) figure out why this problem occurs, b) create a solution, c) devise how to roll it out to the users, and d) implement the fix, we all have to wait.

I understand it's frustrating to have a brand new product that exhibits this kind of failure, but it happens in every industry. Pioneer has said they will address the issue, so rest assured that you aren't being ignored and put on hold - we just need to wait until a solution is available for the masses.

Pulse 1 vote
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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.

 

JaeOne3345 1 vote
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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. 

Joshua Pries 1 vote
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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.

JaeOne3345 1 vote
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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.

 

JaeOne3345 1 vote
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Yup. Same here. The faceplate is already loosing paint and so is the actual crossfader knob itself.

I feel like I might return it and get the Rane 62.

JaeOne3345 0 votes
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I am losing even more paint on my fader knob. I feel like they just need to lose the gimmicky silver enamel and just use black faders.

JaeOne3345 0 votes
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It's a shame if this happens at this pricepoint.
Never had this on my Vestax, Ecler and Rane mixers.

Grizu 0 votes
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I can't say that Vestax is immune to this. My 05 Pro is completely worn on the face plate near the fader.

Rane does not have this issue, and neither do my Ecler/Tascam XS8s.

JaeOne3345 0 votes
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I spoke to someone over the phone and I have to send pictures of the paint issue, which I will do later tonight. He told me "usually cosmetic damage isn't covered under warranty but send me pictures and I will review it." I'll keep you posted. This definitely should be covered cause I haven't had it for THAT long...hopefully they'll take that into consideration when reviewing

DJ Mister Dior 0 votes
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Cosmetic damage? I will take photos tonight. Mine is doing it too. We aren't doing anything out of the ordinary.

See, even though this thing is packed with features, this kinda stuff makes me just wanna stick to Rane. They never come at with you stuff like that. That's a ridiculous response in my opinion after how much we paid for the mixer.

I try not be a jerk, but that's not acceptable.

JaeOne3345 0 votes
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In my experience, you take these criticisms as ways to improve the product. Perhaps they should look at what materials Rane is using in order to prevent their face plates and knobs from wearing out?

Wow. SMH.

JaeOne3345 0 votes
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Yup I agree bro...I'm sending pics tonight and I'll let you know what happens. If they don't replace, I'll just have the get a skin from 12inchskinz to prevent further damage but it's totally unacceptable

DJ Mister Dior 0 votes
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I am not sure how all this stuff even passed final testing given that many DJ's have been testing the S9 forever now. If it wears quickly for us, I am sure it wore quickly for whoever was on the beta/design team.

JaeOne3345 0 votes
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Thank you Pulse. I sent the pictures in as well to the person I spoke to on the phone.

DJ Mister Dior 0 votes
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Could you please link the photos here so I can pass them to the product team?

Pulse 0 votes
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No prob, hopefully there's something that can be done :)

DJ Mister Dior 0 votes
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Just checking in to see if there's any updates, thanks so much! If this needs more time, I understand. Just wanted to know where we are at.

DJ Mister Dior 0 votes
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I called and spoke to a woman that was of no help. She did not ask for a serial number or anything. She Just put me on hold a few time and said i need to send in to be looked at because they don't know anything about this problem and it may not be covered. Guess ill call back and hope to talk to someone who knows whats going on .... https://www.facebook.com/photo.php?fbid=1243109285714539&set=a.120797474612398.17430.100000464380403&type=3&theater

Eric Lehy 0 votes
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Their phone support is horse ****. I really think the best bet for me is to just return it for the 62. Rane is way better about stuff like this.

JaeOne3345 0 votes
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At this point, calling support will be less help than posting here - we're in direct communication with the product team and they are investigating the cause and solution. Your patience is appreciated while they work to resolve this issue.

Pulse 0 votes
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