today july 4th 2015 i was doing a performance with my ddj sx2 with (latest firmware) that was last updated by pioneer back in december 2014... on my macbook pro 2.4gh i7 1tb hd 16gb ddr memory running yosemite 10.10.4 (latest update) and with serato dj 1.7.6 (latest update) the controller froze 3 times during the performance leaving the controller completely un-operable at all!!!! all the sound leds froze no buttons worked no faders or platters works witch at that time i had to restart the unit and my music stopping in the middle of everything 3 seperate times!!!! and when i tried restarting the unit it would'nt start at all az if it was unplugged witch that wasnt the issue at all and the third time i restarted it it came on but immediately froze again! i dont understand y this is happening but pioneer please fix this asap! because this sx2 is like a month nd a half new and either pioneer or sam ash is replacing this failer!!!!..... anyone with any ideas or suggestions please let me know asap!!!
@Jacob > Sorry to hear of the problems, I know it's never a good time to have hardware fail when you're playing live.
Please contact Pioneer technical support to have your SX2 serviced, or you may try contacting the Sam Ash location you purchased the unit to see if they'll replace it for you.
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i contacted sam ash and was told that my 45 day grace period is over as if my life revolves around just playing with the controller! i purchased it may 12th 2015 yesterday july 4th was my 2nd time using it because i have two jobs a family and really haven't had time to play with the unit till yesterday really for over 2 hours so i wouldn't of known of the issue till maybe a later date if i didn't have that party to dj! my main thing is that its a brand new unit not used muchless a refurb i shouldnt have to send it in for any repairs what so ever and i purchased it for msrp of $1000 bucks so a refurb is out of the question period! i don't even want my money back i just want my unit replaced thats all! im not try to be difficult or anything i just feel like my money is as good as anyone elses i already purchaased a oddyssy black label case for the unit from amazon for $300 bucks so wanting my money back would be stupid on my behalf because ill be stuck with a $300 case! i just want my unit replaced and ill be a happy customer thats all im not asking for much just to be treated like a paying loyal customer.
@Jacob > I understand your frustration.
All of Pioneer DJ's customers are treated the same way - with the same support and warranty as every other user, regardless of how much they paid for their product, so long as it was purchased from an authorized retailer (which yours certainly was).
My first recommendation is to try the retailer to see if they will replace or repair a possibly defective / DOA unit, but as you noted, the grace period / return period varies from retailer to retailer. If that has passed, the next course of action is to contact Pioneer technical support for an in-warranty repair. The hardware would be shipped to an authorized service location for inspection and diagnosis, then repair and return.
If it is determined that your unit can't be repaired, then a replacement would be issued. There is no guarantee that you would receive a new unit, a refurbished unit could be provided in place, but any refurbished hardware has undergone a second QA inspection and testing and would have the same finish and condition as a new unit.