Originally Posted by bbird
Customer support was not helpful. The support person said "at this time the release for the 4311 has not been released. We do not have a date when this will be released."
I explained my concerns about my warranty expiring, and then being left with an AVR with a broken DD+ implementation for a primary source of content (Netflix).
He was slightly sympathetic. And did apologize for the "inconveniences". I asked if he could at least commit that it would eventually be fixed on the 4311. He said, " I can not commit to anything, because, they are still working on the issue.", and "Sir, Unfortunately, I can not state anything further than We are working on the issue "
I informed him about the reports here, of other warrantied customer's receiving an option to upgrade for a fee, to a newer model that includes the fix. I told him I would appreciate the same option, since it would alleviate my concerns about the warranty expiring.
His response was "I do not believe that is an option." and "We can not believe everything on the Internet".
At this point, it was clear he is either unable, or unwilling to help me. This has been my first experience with Denon gear. I'm not sure I would recommend them to others, at this point.
I haven't had to deal with Denon, but I always find that with large company tech support departments, it's often useful to call on another day and start over with someone else as if you never had the first call. Sometimes you will get a better outcome. If not, then you can ask to talk to a supervisor as your next move.
AT&T U-Verse Northeast Ohio
Denon x4000, Carver m1.0t, Samsung LED TV, B&W 704 mains, two M&K subwoofers, Oppo 103, Roku 2, etc.
Headphone system: Sennheiser HD600, AKG K702, Hifiman HE-400i, Marantz HD-DAC1 (also used for music playback in the main system, Marantz CD5004, Denon DVD-3910