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XDJ XZ Right Jog Wheel Loose

Hi There , I have purchased a new Pioneer XDJ XZ Controller a few days ago , I have picked up that the jog wheel on the right hand side on the controller is loose compared to the left hand side. I did contact  the local agent and they provided me with another brand new Unit and it does the same thing , is this normal (i dont think that is is) or a manufacturing defect?

Please see this video link

https://www.youtube.com/watch?v=6-Ft7N6xg2Q

Please help me here

Thanks

Sameer

Sameer Tooray 回答済み

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@Sameer > Sorry about that, I would contact the retailer for an exchange - if they're unwilling to provide a replacement, you'll need to contact a Pioneer DJ authorized service centre in your region to have your XZ repaired.

@Twisted > It's not a common issue and doesn't occur in batches, but we are aware of the fact that some have had this problem out of the box and have already changed the QC at production to verify they are assembled correctly.

Pulse
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Also Same here also have a thread about it.

I only noticed it quite late after a few month as I have all my tracks gridded and cued quite well.

It was only when i had to spin forward with an unpreped track I noticed.

I have sent it in for repair 3 weeks ago and its on the way back to me now.

It would have been here on 27th but UPS fucked up and it is traveling between cities since then :( hope its still fine... But supposed to arrive tomorrow.

According to the servcice provider it is a broken rail in the unit. And it was replaced.

I will update if Problem is gone when I have it back. Hope it did not get any marks or stuff during repair :( Its sad to have a 2200€ equipment sent in so early in its Lifetime.

But as I hear you had 2 units with the same fault I would rather let a local service fix it and be sure its gone than playing lottery.

@Pulse maybe it something worth looking into at Production Site if it becomes a usual problem? Or maybe just a bad Batch? I received mine in January 2020, as it was sold out since then I think he might have another batch.

Twisted 0 票
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Hi @Pulse , I have contacted the local Pioneer Agent here in South Africa and they are adamant that this is normal behavior of the controller. This is the 2nd unit that they have replaced.

Please can you confirm whether this is normal behavior or not.

They say that they have not heard from Pioneer DJ globally around this issue and can only proceed further in the event that they receive news. SO can you circulate/distribute this to Pioneer DJ Sa , the agent is called ProAudio SA. their details are actually on this website.

Pro Audio
Pinetree Business Park Unit 4
1609 Edenvale

 

Sameer Tooray 0 票
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@Sameer > They are welcome to contact their Pioneer DJ rep to confirm that no, that's not supposed to be that way (and you're welcome to forward this to them as well).

Pulse 0 票
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So I have got my unit back from service.

It is greatly improved but still not quite like the left one.

Up Down movement is ok but left right is still not quite there yet.

I have found the root cause online and there is a video for the ddj 1000 on how to fix it. But unless you are out of warranty and highly confident in doing such things I advice to contact service or get an exchange.

The part responsible is DXB2133 and is used also in every CDJ 2000nxs, so a specific problem to either side or controller model is basically impossible.

Why it is only the right side on controllers if you google it is out of my understanding. Maybe its like the left and right Twix :) But from a technical standpoint left and right use 100% the same parts at 100% the same position.

I do not want to send it in again and wait....again...

It is greatly improved already and I will be near the service center in a few month for work. So I will just take it there so they can tighten the roll on DXB2133 a bit more and pick it up on my way back a few days later.

They installed a brand new one so i am not sure why its still a tad wobbly but maybe we are also not talking nasa tolerances and my left one is just perfect.

It has no impact in playability and is now at a state where one would not notice if you did not know or if the left one was as loose I would not question it I think. But it can be as stiff as the left side for sure with a quite simple fix, and if it can I want it to be.

However knowing the cause and knowing it is fixable takes some of the stress off and I will now just use it until I get it fixed according to my picky needs.

Twisted 0 票
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so the supplier has given me a new unit (3rd time lucky), and its 100% working correctly. Impressed with the service from Proaudio South Africa

Sameer Tooray 0 票
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Good to hear you got sorted.

I am so sad I realised this probem way too late...

So I have no chance over the retailer anymore.

Why the Authorized service provider is not able to fix this once and for all when there are even videos about it online is beyond my understanding. Also they sent it back to the wrong address causing UPS to demolish the whole packing during 9 days transit. Even the Styropor broke inside.

So i have to take it there again... But this time I will drive 6 hours personally to show them exactly what I mean. And do not risk transport damage.

Also they scratched the unit a little bit during the repair on the glossy finish next to the display, and I guess I am supposed to live with that. But I have to say I kind of dont want to accept that. I send it in in prestine condition and expect it back like that. However replacing this Faceplate will introduce so much more possible crap that I am not sure I want that they do that. As its a fingerprint magnet anyways I will cover it with a skin and call it small signs of usage if I should sell it anytime.

I love the XZ but im not impressed with this whole situation...

Had 2 faulty once until this 3rd one was OK. (But I missed the Jog Part)

Had to wait month inbetween the replacments. And now I have a unit that looks and feels worse than all the once before. 

If the second repair also fails I should be eligible for a complete replacemet or get my money back. According to german law the manufacture has the right to try and fix his fault 2 times.

If they finally manage to make the right Jog feel like the left one. And do not initiate more scratches I might be able to live with it as signs of usage will come over the next 5 years for sure. And as I will skin these parts its also not visible anymore. 

But the fact that I paid the same money and had this kind of stress, and others do not have to deal with this bugs me big time.

Also the fact that all degrading aspects have not been done by me.

Jog Loose = Not Me
Scratched surface = Not Me
Damaged Packing = Not Me

This has impact on resell value of course and that bugs me also big time. Not that I plan to sell it soon. But I think you get what I mean.

Anyways enjoy your fault free product, all the Best :)

Twisted 0 票
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Twisted, I'm sorry that you've had such a negative experience with the XDJ-XZ, as well as the issues from the repair and transit. I would lean on the repair centre to replace the top plate as well, and if you have any issues, please don't hesitate to contact the Pioneer DJ support in your region for further assistance.

Pulse 0 票
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Sameer, I'm glad to hear they were able to get that issue resolved for you. Enjoy!

Pulse 0 票
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@pulse I would lean to them but I fear they say I am crazy as it is really minor. But its als out of principle. If QC in Malaysia would have worked sending would not have been necessary and it would not be there. I could live with it. But should I?

And as mentioned I am quite a tech nerd and studied the service manual for the rx2. Quite similar in terms of display build.

But i am not sure if the adhesive plate can be removed from the existing "case" or you have to take the internals and build them into a new case where you can stick in the new faceplate easy.

If the need to disassemble the whole display I fear dust in between the display and foil or whatnot. I am straight up paranoid now...

Would rather get rid of it and buy a new one honestly or somehow get a replacement but that price drop now...

Cant send the picture of the scratches unfortunately but its really minor. But still quite sad. I dont want the service center to register me as most annoying customer.

Most priority is 2 jogs that feel identical without this anoying side to side movement. Once this is sorted its basically all good.

Still a bitter taste stays. And as I also work in customer service I would offer a replacement now as this repair has gone completely wrong and I would understand why the customer lost the trust. Also concidering the history going on since november 2019.

But i fear also the local pioneer support will do not much but say to send it in again, with the damaged packing. I dont know if its still suitable for that honestly. So I have to drive it there in person... I will try to call them on monday and tell them my story. Maybe they feel me and replace it.

Although I do not think Pioneer is replacing units directly?

Anyways have a nice day ;)

Twisted 0 票
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No, unfortunately our policy is to repair, not replace.

Pulse 0 票
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Understandable and also more envoirement friendly than replacing straight away.

Obvious failures should generally be noticed within the return period. I agree.

I just had bad luck as my usage did not show it right away and I had not the time to use it as frequent as I wanted. Would have noticed quicker I guess.

It still bugs me that a new unit has to be opened and screwed appart 2 times.

But if it is as intended after that and does not intruduce new fails all is good.

In regards to the very very small scratch, it is annoying to know its there. But its so hardly visible that I honestly dont think its worth the hassle.

As I also want them to fix the jog once more, that might even be in tolerance now I will not bark at them as they could simply say. "If this small scratch from repair bothers you we dont take the risk fixing the jog again as its inside the tolerance"

However for my understanding the internals of jogs are the same. So they should 100% feel identical. Or at least its possible to make it same in aftersales service.

Thanks for your strong support Pulse. And hopefully the starting phase of me owning this unit will be forgotten quickly once its 100% satisfactory.


Twisted 0 票
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I hope they're able to get it resolved for you, please let us know how it goes.

Pulse 0 票
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I am having exactly the same problem - right side jogwheel is loose and feels like cheap crap from some 100$ competitor. Pioneer - Please comment about it: what should I do? I do not accept it "as it is" as it really is not as it should. If you say this behaviour is expected, please fire somebody from your quality assurance team.

DJ Sigmar Muuga 0 票
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I also have the same problem, yesterday I took my xdj xz to an authorized Pioneer service and they told me that it is normal that there is no repair

Markan 0 票
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@Marin > There is a certain amount of acceptable movement in the jog, and the service shop has the specifications and ability to measure and correct the issue if it's outside the spec. You can file an inquiry ticket here if you weren't satisfied with the information you were provided and our support team can investigate further.

Pulse 0 票
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Thanks for the quick response, I'm certainly not happy with the response of the service because the service made the recording and sent Piooner and they concluded through the recording that it is normal which is not normal for me, it is not normal that the left and right jog wheels behave differently regardless of the amount of displacement also I as a customer nowhere in the specifications of the device did not see that it says that while working with the device can come part of the tolerable displacement jog wheel xy millimeters which means that for me as a customer displacement is zero millimeters, if Pioneer knew it could reach a certain displacement inform the customer about it or write it in the specification of the device under the item jog wheel

Markan 0 票
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I'm sorry to hear that - and will encourage you to bring that up with our support team. Thanks.

Pulse 0 票
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