Complaints

This profile includes complaints for Denon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Denon

  5541 Fermi Ct Carlsbad, CA 92008-7348

• 

  Denon

  5541 Fermi Court Carlsbad, CA 92008

• 

  Denon

  Atlanta, GA 30305-2305

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Denon AVR-S660H receiver through Amazon on December 16, 2023. Denon came highly rated and recommended to me after my previous receiver went out. Fast forward 7 months and the receiver stopped working. After troubleshooting, it was determined that the board inside suffered a short circuit. I contacted Denon and spoke to ***** who verified the unit required a repair/replacement. I was told initially that it was covered under warranty based on my proof of purchase showing date/price/store which was submitted while on the phone. I was told all shipping/repairs would be covered and I selected a repair site. However, I received a follow-up email to Reference #******-000240 that as the product was not purchased through an "authorized retailer" they would not be able to service the unit under the warranty. I contacted the seller (which apparently was not Amazon themselves) and was told to reach out to Amazon. They in turn told me to contact the seller. Again, I contacted the seller who was JBTools and was informed it is outside their 30-day warranty period. I again contacted Denon for a resolution only be told that vendors purchase stock from their website and resell them even though they are not "authorized retailers" and that "The warranty policy is present in all of our documentation for customers." No, the warranty information was not provided until AFTER the purchase because it's IN the box. Why are they allowing non-authorized retailers to purchase these products if they will not uphold their warranty? How is one supposed to know who is an authorized retailer when they are purchasing from Amazon? I am requesting that Denon replace my unit I spent over $300 for and is LESS than a year old. I feel is is in poor taste and horrible customer service to give a customer the run around for who should be responsible for the repair.

  Business Response

  Date: 08/08/2024

  Hi ********, 

  This is **** from Denon *************. As stated in the email that I sent to you on Aug 8, (ticket # ******-000240) we will offer a one time exception for repair coverage. The unit will be evaluated and corrected by our authorized repair facility, *********************** AV in ***********, **. Please contact them directly to set up a service ticket. *******************************

  This exception does not bind us to any future warranty coverage as your unit was purchased from an unauthorized reseller on Amazon. This means there is no Denon warranty for this unit and you would need to contact the reseller (JBTOOLS) for any future coverage needed. 

  Our warranty info is listed on the Denon website. You can review our warranty policy using the following URL: *******************************************************************;

  Thank you,  
  Greg 
  Denon ******************;

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Denon *** Receiver has issues on June 1st week and theGeek Squad visited in person to fix the *** Receiver issue and told the receiver is damaged and get repaired/replaced from Denon. I contacted Denon customer care, and they delay in asking details and finally agreed to repair the *** Receiver. They get delayedover sending shipping labels for the service. I was following up since June 1st week and they send the shipping label at the end of June. Now, I shippedmy *** Receiver to Denon and the technician has started the service.So, I request to repair the *** Receiver at the earliest and ship back to the customer.Reference: *************

  Business Response

  Date: 07/25/2024

  Hi ************, 

  We're very sorry for the delay in getting your unit evaluated through service. I reviewed your case (240614-000275) and for the type of issues you were having, we needed to do some more troubleshooting first in order to see if the *** needed to be evaluated through by a service facility. 

  The first issue where the *** was automatically switching back to CBL/SAT is typical when *** (Consumer Electronics Control) is enabled on your cable or satellite box. The cable / satellite box sends a *** command to the *** and the *** responds by switching to the input source the cable / satellite box is assigned to. In this case, it was CBL/SAT. Disabling the *** or HDMI Control option in the cable / satellite box typically solves this issue. We needed to make sure this was attempted before recommending you to service. 

  For the second issue where the *** wouldn't connect with the network and/or HEOS, we need more info on your network application such as the router make/model, any type of switch or WAP (Wireless Access Point) that was connected, if the router's cache was cleared, etc.? It wasn't evident that the agent you spoke with asked those pertinent questions, so we asked the agent to obtain this information from you before sending the unit into service. 

  I understand that you had Geek Squad out there to access the situation and these are the basic troubleshooting steps they should've attempted before stating that the *** was defective and needed service. Once we verified those steps were taken, we then issued you a shipping label and box to have the unit sent to our authorized service facility Pyramid Audio in ********** 

  At this point, Pyramid Audio will evaluate the unit and replace any parts that they deem defective. Please contact Pyramid Audio directly to inquire about any status updates regarding the repair. 

  Thanks, 
  Greg 
  Denon ******************;

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On feb 15, 2024 I started to request an RMA for a reciever that was under warrenty. I called customer service and went though extensive trouble shooting for the system with a tech which resulted in the tech telling me the reciever needed to be returned for repair. Since that time I have called and emailed Denon to check the status of my RMA. I have been passed through numerous representatives and they all say they will check on the status and than I recieve no further communication until my next call/email. Supposedly it was elevated to a supervisor but I haven't recieved any further info for my RMA request. I think it is unreasonable to wait 4 weeks+ to be able to return a reciever for a covered warrenty repair. I found that there are other complaints against Denon for the very same thing. IF I would have known this was normal I don't think I would have bought the system from Denon.

  Business Response

  Date: 03/08/2024

  Hello ***, 

  We're very sorry for the delay. There was some confusion and then a miscommunication at our call center which delayed your case. I have since approved everything and you should be receiving the ***** label via email by the end of the day. The box should arrive in a few days as I expedited the shipping for you. 

  Please contact AV Electronics at your convenience to setup the service ticket. They will also need to see a copy of your purchase receipt in order to verify the warranty.   ***********************************

  We apologize for the inconvenience and appreciate your patience. 

  Thanks, 
  Greg 
  Denon North America 

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been getting the runaround with my turntable that I sent in to get repaired from a repair shop that Denon sent me to. I sent in the turntable back in November of 23. I was told a replacement was being sent out on the 22nd of February and behold it was not which isnt surprising because every time I spoke with *** from the repair shop he would say that he would call me with an update and never has,so when I didnt receive an email on the 22nd saying my turntable was shipped it was not a surprise to me. I called Denon multiple times to find out whats going on with my turntable or replacement turntable and I would also get no answers from them also. Im honestly so upset that this is happening from a business that has been around for over 50yrs! All I want is my turntable fixed (which I was told from *** that it needs to be replaced) or replacement. Its been 4months now and Ive been getting the runaround since January! I appreciate your help in this matter. Thank you!

  Business Response

  Date: 03/04/2024

  Hi ******, 
  
  We're very sorry for the delay. The replacement DP-400 shipped last week and is out for delivery today through ****** Here is the tracking info. Please let us know if you don't receive it today. 
  
  *****************************************************************************************
  
  Thanks, 
  *********;
  Denon North America 

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Denon AVR-X6700H in June of 2022. It failed September 2023. At Denon's instruction, I dropped off at an authorized service center for warranty-covered service on October 2, 2023. It then took 67 days just to diagnose the receiver as unrepairable. It then took Denon another 34 days to ship out replacement receiver that was also defective. I was then instructed to begin this 100+ day process again from the beginning. Had to convince them that this was not reasonable. Finally, after fully 145 days (five months!) since I dropped off my original receiver for service, I received a used replacement that works. That is far too long to leave a customer without a functional product. Especially a $3,100 premium one. Throughout this months-long debacle, I requested that Denon execute the option that is clearly stated in the warranty: "Denon will repair, or at its option, replace with new, reconditioned, or equivalent model." Despite this clear wording, I was repeatedly told that replacing with "new" is never done and not covered by warranty. Nor would they allow me to pay the difference between my original unit (even at current/used price) and the successor model that had been released during the intervening months. I do not wish to retain a receiver that will require 3-5 months to service/replace in the future. And I am now stuck with someone else's used receiver of unknown provenance and reliability. Therefore, in ranked order, as a resolution, I would prefer: (1) full refund, (2) replacement with new unit (likely AVR-X6800H since new stock of AVR-X6700H is no longer available), (3) partial refund of current used/market value, (4) The removal of language from warranty assuring customers that Denon will ever actually replace with "new" or "equivalent" models when appropriate (Denon reps and my own experience indicate that this is seldom if ever done). Denon Ticket #s, 230930-000083 (primary) and 231211-000039 (secondary, mistakenly opened by Denon).

  Business Response

  Date: 03/01/2024

  Hi *****, 

  This is **** from Denon. We spoke earlier today on the phone. Per our conversation, we will offer you a new unit (model not yet determined) based on the events that transpired in your case. We apologize for the service delay and confusion from our call center. We hope that you will rescind this complaint based on our conversation and current offer to make this right. 

  Thanks, 
  Greg 
  Denon North America 

  Customer Answer

  Date: 03/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Denon regarding their failure to honor the warranty terms for my turntable, a product that I purchased on 06/12/21. My complaint is based on Denon's refusal to apply the appropriate warranty terms as outlined in their product documentation, ************************************************************************************************************************************************************************** product in question is a "Semi-Automatic Analog Turntable," model number DP-450USB. Denons warranty clearly states that "full automatic" turntables are covered for a period of 2 years, while "autolift/manual" turntables have a warranty coverage of 4 years. The L/White output stopped working on 01/08/24, which is within the 4-year warranty period appropriate for a turntable that is not "full automatic." Upon contacting Denon for a warranty service claim, I was informed that my semi-automatic turntable was being classified under the "full automatic" category, thereby limiting my warranty coverage to just 2 years. This classification is both inaccurate and inconsistent with the language of their warranty policy.Given that "semi-automatic" is distinctly different from "full automatic," it is unreasonable and unfair for Denon to enforce the 2-year warranty applicable to "full automatic" turntables on a "semi-automatic" model. This misclassification has led to a denial of my rightful warranty claim, causing undue inconvenience and financial loss.I have attempted to resolve this matter directly with Denon, but my efforts have been unsuccessful. Therefore, I am seeking the assistance of the Better Business Bureau to mediate this issue. I am willing to provide further documentation and correspondence related to this matter upon request.I respectfully request that the BBB intervene to ensure that Denon adheres to their warranty terms as advertised and provides the necessary service or replacement under the appropriate 4-year warranty.

  Business Response

  Date: 01/12/2024

  Hi ****, 

  This is **** from Denon North America. As I stated in your CS ticket 240111-000282 we do recognize that the warranty card we currently use is not accurate as the ***450USB is mislabeled as a full automatic turntable. We are currently working to make the needed corrections to the warranty page, but we will definitely honor the 4 year warranty for your ***450USB model given you can provide us with the Amazon purchase receipt, the date of purchase is within the 4 year period and the Amazon vendor is an authorized Denon reseller. 

  Please respond to our CS ticket 240111-000282 with the purchase receipt and I'll review it immediately. 

  Thanks, 

  ****

  Denon North America 

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a AVR from Denon. It does not work and is under warranty. I contacted Denon several times and they said they will repair the device but then never follow through with sending the shipping label. I've contacted them 4 times and now they refuse to acknowledge whether or not they are even going to send the label or repair the broken device.

  Business Response

  Date: 01/12/2024

  Hi ******, 

  This is **** from Denon North America. As I stated in my email from ticket number 231218-000089, I am very sorry that your case was mishandled by our call center. I have already taken the corrective action needed with the call center to make sure the agents involved understood the mistakes that they made. 

  You should have received the ***** label that we created for you on Jan 11. Please use that label to ship the unit to ************ once you receive the box with packaging. I had the box expedited so you should receive it within the next few days. 

  Please let ** know if you have any further questions. You can contact ** using ticket number 231218-000089. 

  Regards, 

  Greg 

  Denon North America 

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a Denon AVR-x4700h and little over a year of use it powers on and there is a red blinking light. Contacted support to see if warranty was possible to repair or replace the unit. They told me "being that it was a gift, warranty is non-transferable, therefore we will not be able to file a warranty service claim for this unit." Insane. Then we troubleshooted the unit to no avail and ******* told me I can go to a service center. Gave me this link ********************************************************************* and there is a total of 0 service center in my state or within a reasonable distance from my home. I will NEVER purchase from this company again because of this poor support experience. Buyer beware, they do not stand behind their products.

  Business Response

  Date: 09/06/2023

  Hi ******, 
  
  This is **** at Denon Corporate. I want to apologize for the poor experience you had with our chat agent. The agent gave you false information and your unit can certainly be looked at and repaired under the warranty. We normally request the customer's purchase receipt in order to verify the date of purchase and place of purchase. Given this was a gift, we would only need the unit's serial number as that would establish the month and year of manufacture. Please note, because there's no date of purchase we will use the serial number as the date of purchase. 
  
  Please reply to our internal ticket 230906-000014 with the unit's serial number, which is listed on a sticker on the unit's rear panel. You can also find it on the original box if you still have it. It should start with 4 letters, then follow with 9 numbers. (Example: DBCY092312345) 
  
  Once we verify the serial number, we can then look into getting the unit to the closest authorized service center. We do provide a ***** label and a box if needed for all in warranty repairs, so there's no shipping expense incurred to you. 
  
  Thanks, 
  Greg 
  Denon North America 

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On AUG 10 2023 I bought a receiver from Denon, but the I received the package I found another one for a better deal on Best Buys website. I sent the receiver back without opening it on AUG 11 using a label I printed from Denon for Fed Ex. I took the package to Fed Ex and Fed Ex has had the package lost or stolen. Ive spoke BOTH Denon AND Fed Ex. Fed Ex says they cant refund me May money without Denon giving a document saying they wont ask for a refund as well. This has been over 3 weeks and Injust want a refund ASAP

  Business Response

  Date: 09/01/2023

  Hi *******, 

  We're very sorry regarding the timetable for your return. We're currently investigating the lost or stolen package claim with ***** so we will need a bit more time to complete the investigation before a refund is approved. We appreciate your patience and apologize for the inconvenience.

  Thanks,

  Denon North America 

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my order# DNUS00011457 a month ago and have not gotten a refund for it. I have called numerous times and each time I am told the same story "We are working with ***** to determine what has gone wrong" yet even when I call ***** myself, they tell me nothing is happening. I am sick of waiting and am now very frustrated and angered by this, because for a month Denon has both withheld my money (approximately $1,262.84) and the product. I am sick of the constant lies and lack of support from Denon, and I just want my money back for this return!