So I am a big time Pioneer supporter, but after giving this controller a run for about a week, I really feel I am much happier lugging my CDJ 2000's and 900 Nexus to gigs that don't have house equipment, rather than using a controller, which was motive for buying the DDJ-SX. Imagine my surprise when I head down to [edit], who have never given me any problems on returning gear I was unhappy with, tell me that they cannot resell the controller once it has been plugged into a laptop. Basicaly their explanation was that inorder to send this to a new customer, it has to be sent back to Pioneer, where it's license is reset at a cost of 150 dollars.
I don't know how this could possibly be true, what if my computer crashes and needs to be reformatted? Based on that explanation, that would mean I would have to pay $150 to reinstall it.
Can someone from Pioneer please explain what this is all about and how I can get rid of this piece of equipment without screwing someone over. This is the first headache I have ever had of this sort and I am willing to bet it is just because the product is so new and nobody knows what they are talking about. If this is not true, can you please provide me with some sort of specifics I can take to [retailer] to force them to accept the return.
My plan is to keep that 1k and upgrade to 2000 Nexus's once the option for Searto native HID is introduced.
Thank You!
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Returns are based on store policy, not sure Pioneer can do anything about that. I looked at [retailer] return policy and it's pretty crappy and basically totally benefits them and screws the customer over. If I were you I wouldn't buy anything from them ever again... and sell your item yourself...online..but be careful. Goodluck to you.
I have had 0 issues with [retailer] thus far and they said if it wasn't for the fact that they were forced to pay $150 to have the activation reset, they would take it back. But yeah I agree, a sticker on the box saying once you open it's yours would have been nice if they were planning on enforcing this rule.
If [retailer] did not state this rule on your receipt or if their exchange policy rules did not specifically state this, then whatever [retailer] has to do to correct this, is their dilema, not yours. They need to accept the return or change their policy before someone makes a purchase.
So after speaking with [retailer] who was notified by Pioneer about my positing on this very forum, I received a call from a very attentive customer service representative. She explained that this whole situation was somewhat of a miscommunication, being that the $150 they were out would be for the Searto Video plugin that is being included with every DDJ-SX, not a hardware activation/authorization like I had been told. There issue is that they cannot re-sell it as new because they have no clue if I have used the key. I definitely haven't, seeing I have been mixing video for the last year, but regardless they have offered to take it back with a $50 fee. I think that is fair and thanks to a some better explanation on their part, I finally don't feel like this was as big of an issue, other than they should mark their products like Fry's does with a BIG label stating no return upon opening. Only after I tried to return it did I read into the fine print that says no returns on "hardware, software combination."
Sorry Pioneer for posting this here, but I felt like I had zero recourse and was frustrated by the situation. I was informed, as I suspected, the unit can be re-sold and does not need any of this hardware re-activation like I had originally been told. I am going to attribute this to the fact that the product is new and the information I was given wasn't intentionally wrong, just a misunderstanding.
I am going to keep the Serato Video license since they are charging me $50 and won't resell it with it in the box, if nothing else I can gift it to a worthy recipient.
Thank you [retailer] & Pioneer for diffusing my situation, I was feeling extremely frustrated so it is always nice when a situation like this is fixed with solid customer service!
@Christopher > Thanks for posting back to the forum, I'm glad we were able to help you - sorry for not being able to update the thread.