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HDJ 500 warranty issue?

Hi guys I've just registered to ask this question and see if someone from Pioneer can help. So I bought a pair of HDJ 500 headphones from [EDIT] in June 2011 so tHe year warranty is still in place. The issue is that they have started to crack on the headband, approx 10 hairline cracks on the plastic top pieces which are gradually getting worse. I called [EDIT] to ask about a repair or replacement under warranty. The guy there said Pioneer do not cover the headbands under warranty any more due to many failures. So I called Pioneer customer services who said to then call [EDIT] who do repairs. The guy there then said its not economical to repair the headband so to call Pioneer back. I called Pioneer back and they said either call [EDIT] again or another repairer called [EDIT]. So I call [EDIT] back and explain politely I have a contract with them as I bought the headphones from them. The guy maintains Pioneer do not cover the headband issue under warranty. I said I've paid fo them and they're under warranty and are faulty. They've been hardly used too. So he said to post them to him (at my cost) and he can't guarantee anything. I haven't posted them yet (this all happened yesterday) and I just want to know whether I need to take this further. I'm quite disappointed as usually when something is unfit for purpose you send it back with the receipt and it's replaced. Can someone enlighten me as the episode has put me off Pioneer and [EDIT] also. Regards Andrew

Andy Anderson

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17 commentaires

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@Andrew > Welcome to the forums. :)

Firstly, the warranty will only be valid with your receipt and within the country of original purchase, which from what I read, I think you purchased them from within your country?

Second, it would be best to contact Technical Support for your region on the right side of this page. Explain to them you would like the product repaired as it is under warranty and they will direct you to your nearest Authorized Pioneer Repair Center. You will either take or send your HDJ's to them for repair. When contacting the Repair Center, ensure you tell them you would like them to fix it regardless because it's under warranty. If they continue to do the same thing, just call Tech Support back and explain the situation as they will be able to assist you best.

If nothing seems to work, come back to this thread and mention what happened; we'll see if Gavin or Pulse will be able to help out.

Best of luck. :) 

Foster 0 votes
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@Andy Anderson > I've the Sales Manager from the UK unit looking into this for you since you posted yesterday. Hope to have an answer later today.

Gavin 0 votes
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Hello guys. I haven't yet sent the headphones back to [EDIT] as I was waiting to hear if you could help, hopefully you can. They were bought in the UK [EDIT] and I have all the paperwork including receipt, warranty, even the original packaging. As you can understand I'm unsure as what to do. I will wait and see what Gavin can do. Thanks in advance, Andrew.

Andy Anderson 0 votes
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@Andy > Thats great, that should help. I know the dealer you are referring to very well so please standby until I get a response on my end.

Please note the no-discussion policy on DJ retailers on the forums.

Gavin 0 votes
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Hi Gavin, my apologies re. the company name, that was a genuine oversight on my part. Yes, I'll keep them packed up until you do get a response. Many thanks for your efforts so far! It's appreciated.

Andy Anderson 0 votes
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Hi, is there any update for this please :)

Andy Anderson 0 votes
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@Andy > Still awaiting a response - if I don't hear anything by midday tomorrow, I'll bug them again about this.

Gavin 0 votes
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@Andy > This is the procedure:

If the headphones fail within 14 days of purchase, the dealer will replace them. After 14 days and until the end of the warranty period, the customer is referred to the service centre for a fix. 

Therefore, your best course of action is to send the headphones to the service centre - they will either repair them or Pioneer will send you a replacement pair (after they deem they headphones have genuinely failed).

Gavin 0 votes
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Hi Gavin, Thankyou very much for the information. Have you got the name/address for the service centre. Also can I ask who it was you spoke to because I assume I'll have to call said service centre first and tell them they're coming.

Andy Anderson 0 votes
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@Andy > You can find a list of authorized service centers that are closest to you here: http://www.pioneer.eu/uk/content/support/support/service.html

Ring them up, explain that your headphones are broken and within warranty and arrange sending them in for repair. My contact was within the sales team at Pioneer UK so the service centre won't be aware of this issue, obviously.

Gavin 0 votes
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Thankyou very much Gavin, I'll call them tomorrow after work and have them posted.

Andy Anderson 0 votes
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Hi Gavin, not yet. I've spoken to Audio Plus ther day after you gave me the information. I needed to unpack and repack the headphones up and change the covering letter as Audio Plus require the online request form filling it etc. The headphones were posted yesterday via Special Delivery signed for. so they should have arrived today and I await a phonecall, email etc. The gentleman on the phone said clearly that they'd either replace or repair. I'm not sure whether I want another pair of the HDJ500s due to the faults but we'll see what's said.

I'll update this to help others as and when I hear something. Thanks.

Andy Anderson 0 votes
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Hi guys, no real update as of yet. The headphones were posted on Thursday and received on the Friday. I have rang the service centre today and spoken to the engineer. He said they arrived safe & sound and took an age to get into (probably the bubblewrap and postage tape overload!). He said he's received a new headband to fit so even though uneconomical to repair obviously they're gonna do it. And there is a connection issue with the cord which he believes is the inside jack within the left cup. so all in all what it'll cost in parts and labour charges, Pioneer may as well have taken my 500s back and given me some 2000s lol! hopefully being repaired in the next few days and I'll reply further responses. Thanks.

Andy Anderson 0 votes
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@Andy > if the cost of repair becomes too much the headphones are normally replaced. Hopefully this will be resolved for you soon.

Gavin 0 votes
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Hi guys, received my headphones back today with a total new headband and fixed cord port inside the left cup. After this palarva I don't see me using Puoneer headphones again as I suspect the poor build quality will see the fixed units break again. But I wish to thank the guys on here who offered great help in getting me sorted. It's just a shame the customer service at the retailer, first service centre and indeed Pioneer customer services couldn't organise a booze up in a brewery! Thankyou to the admin :)

Andy Anderson 0 votes
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@Andy > I'm sorry you've had a poor experience with your purchase but Pioneer ships a lot of these units and there are very few complaints about them. I hope you are not deterred from purchasing Pioneer products again and I'm glad we were able to help you here.

Gavin 0 votes
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