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[SOLVED] hdj 500 plastics cracked & ear fell off

guys had already opened this post  [SOLVED] hdj 500 plastics cracked but its closed now.  When using my hdj500's last night one of my ear phones decided it wanted to fall off. So now I have cracked plastics and an earphone hanging off.  I called pioneer thinking I'm within my years warranty hoping to get them replaced.  I spoke to a guy called dan dufaur who advised that I would need to contact the reseller.  I have bought 2 cdj 1000's a djm 2k a cdj2k and cdj2k nexus over the years and this is the first time I have had a problem with any kit.  I must say im totally unimpressed with technical support, they werent even willing to create a case or give me a reference number or willing to escalate to a level 2 when I said I wasnt happy.  I work for Dell and we base our support on customer satisfaction, when we have a problem with our kit we fix it, regardless of who has sold it.  

I dont think I'll buy another pair of headphones from pioneer now, these were given to me by my mum as a birthday present and I was thinking about upgrading soon but this has made me think again.

I'm within my years warranty, these headphones have never left my bedroom and treated them with care from day one.

Is there anyone that can escalate this issue for me, I cant believe I came off the phone to tech support and they wouldnt even create a case number.

Zeus Tunage

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@Zeus > I'm not making a judgement on whether its right or wrong but the contract of sale is between you and the retailer, not you and Pioneer. I'd imagine this is the case as it is generally more accessible to speak with the retailer rather than get in contact with the producer. Pioneer does not keep a ready supply of stock for such issues so it would be quicker (in general) to return to the place of purchase.

I know Daniel fairly well so I will pass along your feedback.

Gavin 0 voti
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I have been in touch with the reseller... They have advised the process is for them to now get in touch with pioneer.... So I'm pretty much in limbo at the moment... The reseller has asked me not to send the headphones back yet... Pretty disappointed that pio won't replace or repair... That's pretty poor customer service... I'm left with a broken set of headphones and the reseller doesn't want me to send them back until he's spoken to pioneer... The headphones are within warranty pio should support this gav :(

Zeus Tunage 0 voti
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I understand your frustrations and I don't wish to frustrate you any further with my thoughts on why it is the way it is.

As I've said, I don't believe Pioneer Customer Service would carry a stock of items to send out - if an item was damaged, the retailer would be in a better position to provide a quicker refund or replacement of the product.

Again, I'm sorry about your experience thus far but I hope all is remedied quickly.

Gavin 0 voti
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@Zeus > I'm hoping this has been resolved by now with your retailer?

Gavin 0 voti
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@gav yes m8 :) got there in the end... Thx for helping out bud

Zeus Tunage 0 voti
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