More problems in my Denon 4520CI saga.
Now I have intermittent times when my Denon 4520CI just completely loses video output over HDMI 1. Sometimes a power cycle fixes it, last night, and one other time I couldn't get it to come on no matter what I did, so I just left it unplugged overnight and it started working again normally the next day.
I'm requesting that Denon actually replace the unit completely with a different model at this point. In my nine months of ownership of this unit - it has actually been out of my possession for 6 months at the shop. I have had a legitimately working unit for about one moth of that nine.
I don't know if they will help me, but I'm going to file a complaint with the better business bureau if they don't acknowledge the problem and try a little harder to make it right then sending me replacement refurb units that also don't work and then shorting my warranty to 1 year from the original 3 year because I now have a refurb unit with a different serial number.
I opened up yet another problem ticket with this information.
I purchased a Denon 4520CI new from Amazon on Sept 3, 2014. It has been problem laden nearly the whole time of my ownership. About one month after my purchase the problems began. The unit’s power failed during normal use, made a static sound and then blinked red lights and wouldn't turn on. I took it to the local authorized repair center for repair (AudioMart), got it back after about a month and determined a couple days later that the internet radio would lock up the unit hard, so I had to return the unit to the shop before I could use it again. It took me a couple weeks to find the free time to take it back to the shop. So at this point I had my new unit working for just about the first month of ownership and couple days after the first repair before more problems. The unit apparently had lots of problems and was replaced with a different refurb unit at the District Service center because of the various problems it had. I got the replacement unit back on Feb 18, and quickly determined it didn’t have a working subwoofer 1 output. I quickly returned it to the shop by Feb 20, 2015. So at this point of taking the unit back to the shop again I've had the AVR 6 months and it's only been working and in my possession for a month and a couple days. It goes back into the shop from Feb 20 to April 16. I didn't hook it up through April because I was hosting an audio meet on the last weekend of April and didn't want to swap out my gear for something that wasn't trustworthy yet - so I continued to use my Onkyo 5508 (which has been reliable through the entire time the Denon has been giving me issues). I only recently - a couple weeks ago, swapped back in the Denon 4520CI into my rack and have encountered intermittent video issues since then.
So in 9 months of ownership of this Denon 4520ci flagship unit, I've had just over a month of problem free operation (the first month), and it has actually been out of my possession for 6 months of that nine months at the local shop or District shop. I’ve had to make multiple trips to the local authorized repair shop, to hook up a unit into my rack and discover random problems in the next few days that require more repair work. The new problem with the HDMI video is the reason I am making a new problem ticket and ultimately requesting Denon replace my 4520CI with a different equitable product entirely.
Another frustration I have is that I bought a brand new unit from Amazon, which is an authorized seller, and have been given a refurb unit with many obvious problems and meanwhile adding insult to injury my warranty has been shortened to 1 year to line up with the refurb replacement. So I lost 2 years of warranty and have problem filled unit.
With the current video output failure over the primary HDMI video out, I sometimes can fix it by power cycling the unit. Sometimes I can't. Sometimes leaving it unplugged overnight seems to make it work the next day. I bought this ‘trustworthy’ Denon unit to replace an Onkyo 5508 (which I was worried about utterly failing due to all the bad press online). Ironically the Onkyo 5508 has been steadfast through this Denon's repeated failure and following absences without any issues! This series of failures on the Denon units is wholly unacceptable. I've been very patient with this whole process, but I'm no longer willing to keep this unit. I am now asking for a full replacement new unit of equitable value, or a refund of my purchase price. If a reasonable replacement is not made, I will file a complaint with the Better Business Bureau. I have record of each repair attempt with my local authorized repair center, AudioMart which will be attached to this message. You can see my other tickets logged with Denon based on the serial numbers provided below.
Original New Unit Purchased from Amazon on Sept 3, 2014 - s/n is (deleted)
The replacement refurb unit swapped out in Feb 2015, s/n is (deleted)
My confidence is lost in this unit completely, I either want a different model equitable replacement, or I’d like to return the unit for a refund of my purchase price. The hassle and stress associated with this unit has been unreasonable. I should be able to use a flagship receiver without issue for longer than 1 month out of nine without failure. My previous ticket [Incident: 150408-000614] was closed without my permission or approval. With the new HDMI video output issue, I’ve decided I am unwilling to keep a flagship receiver that is consistently unreliable. In each instance the HDMI video has stopped working from the AVR HDMI out, I can plug in any other source unit in my rack directly to the HDMI cable and the projector works fine from a different source. Likewise the Denon, usually works the next day fine. This is not a heat issue, as I have a Sherbourn C-12 2U Fan unit placed above the Denon 4520 and feeling the top of the AVR it is scarcely warm when these issues occur. My Onkyo 1007 and 5508 unit gets much hotter without issue. Without changing anything the Denon 4520CI will typically work after a power cycle or time of being unplugged.
Please acknowledge this issue with a support ticket and instruct me what I can do get a replacement unit of a different equitable model or return for a refund. If I do not hear back from you within one week I will register a complaint against Denon with the Better Business Bureau.
See attached service ticket scans.
PS, Bryan from Audio Mart has gone out of his way to deliver exceptional customer service. I do not fault him at all for this issue. He is a shining spot on an otherwise smudged experience with Denon customer support.