Worst Customer Service EVER - DDJ SX3 Recall

Let me start by saying that I've been using Pioneer products for over 20 years and this is their first time I've actually had to dealt with their service and warranty department. These people are just the worst I've ever dealt with!!! Every time you call, someone else wants to "take your information" and someone will get back to you. Well that's been done 3 times already and no one has gotten back to me yet!

I've already had my SX3 sent in since the recall but it didn't not seem to solve the issues. It actually caused some additional problems that I did not have before. I've sent it back again and now I cannot get anyone on the phone to answer my questions about the new issues I'm having. I have gigs coming up and I need to get a working controller. It's unbelievable that they do not have anyone to speak to other than some outside service center that give you no damn specific information about the issues you're calling about!!

Pioneer had my loyalty for a long time but that won't be the case going forward. There are plenty of other brands out there to choose from that are just as good.

Brian Rawh November 28, 2018 16:52 Answered

Official comment

@Brian > Sorry to hear that. I see that you called our support line on Monday, which was escalated to a ticket with our warranty team but the ticket was not yet handled (which can happen when things get busy; our support teams typically respond within 48hrs). I don't see two other calls with your name or number.

Yes, the call centre is a "first point of contact" with an outside agency and has no access to our support systems. Even I don't have the ability to look up the work order you had with our repair centre as that's not tied into the Zendesk support system we use. If you have a work order, you would have already communicated with someone, why not reach out to them again rather than trying to start the process again? Just trying to understand the process.

I have flagged your ticket to be dealt with, I hope they're able to assist you in a timely manner.

Pulse November 28, 2018 18:27

Post is closed for comments.

Date Votes

7 comments

My work order number is16575379. I did not communicate with anyone regarding this number. The first time I called (Nov. 23) they told me to go to the website and do it myself, which I did. I submitted my own ticket and mailed the unit back. I called back again on Monday the 26th and again today. I really need to speak to someone about getting a different unit instead of trying to repair this one as the first repair did not fix the problem. I'm really reluctant to get it back and use it at a gig and have the same issues occur again. It's very embarrassing and not good for my business!

Brian Rawh November 28, 2018 18:41 0 votes

Can I ask how you got a work order if you didn't speak with anyone? Sorry, I'm a bit confused on that.

Pulse November 28, 2018 18:52 0 votes

When I called last week on the 23rd I was told I had to go to this site https://parts.pioneerelectronics.com/SX3/update.asp and fill out a request for service. It automatically generates a work order number and a prepaid FedEx label. The person I spoke to did not take down any of my information so that's why there's probably no record of the call.

Brian Rawh November 28, 2018 19:16 0 votes

Okay, I follow you now. I've flagged the ticket with our warranty manager.

Pulse November 28, 2018 19:18 0 votes

I got a message over the weekend to call the customer service department regarding an 'exception hold" on my work order. I've been calling the number for the past hour but no one is answering. I need to get this resolved ASAP. Thank you.

Brian Rawh December 03, 2018 16:26 0 votes

Brian, I see Nicole has communicated with you several times this morning about the same issue. I'm closing this topic as you have already established a ticket with our support team and there's nothing we can do for you here in the forums directly.

Pulse December 03, 2018 18:53 0 votes