In short, I have had THE MOST negative experience of my life with both DENON customer service representative D&M HOLDINGS, as well as my brand new AVR-1909. After purchasing my unit in Sacramento (no local DENON dealers), more than 5 hours away from my home I hooked everything up and everything worked for 20 minutes tops. I attempted to return the unit to the store (BEST BUY) but they have no means to accept shipping returns, so I turned to DENON corporate, relying on their reputation to take care of this situation. I would have to drive 10+ hours, get a hotel room, and pay for gas to return an item that worked for less than 1/2 hour.
I contacted D&M Holdings, who are the corporate headquarters for DENON as well as other high quality audio equipment. I spoke with Mary St. John about the problem, and suggested that since the unit was BRAND NEW and obviously failed as a result of a faulty part that they send out a new unit instead of making me wait for a repair. I was told the turn around for repairs was approximately 1 month. I informed her that waiting 1 month for something that has only worked for 20 minutes was unreasonalbe. When I asked to speak to her supervisor, she told me that she was the supervisor and there was no one else for me to talk to... However, she did offer to place my unit to the front of the repair queue upon arrival and return it to me via next day air. This occured 5/1/2009. I was just informed today after I called that my unit had shipped out July 1...and not even overnight as promised. Lets see...average time is 30 days, but being placed in front of other repairs should get things out a little quicker than that...however over 9 weeks later I still do not have the unit. Needless to say, the item wasn't even shipped overnight, and I doubt it was placed in the front of the queue. What a worthless company with no regard for people spending their hard earned money during tough economic times.
I would suggest to those of you considering buying a DENON product, that you buy an alternative... I know Yamaha has great products and service, among manny other offerings. I would stongly advise that purchases of DENON, McIntosh, Marantz, Snell, Escent, and Allen&Heath be avoided at all costs as their US service center representatives D&M HOLDINGS misleads consumers and offer the POORSET customer service I have recieved during my 36 years on this earth.
I plan on selling this receiver...most likely at a loss, and I personally will never own another DENON product in my life.
MARY ST. JOHN
LEAD OFFICE ADMINISTRATORmstjohn@dm-holdings-na.com
T 201.762.6660 F 973.771.2009