Originally Posted by mariogonzalezzz
i am mind boggled you expect Denon to fix a 2014 avr, that is now out of warranty, at their expense.
The problem with your post above, and your response last night (that presumably a mod deleted), is that you keep twisting the facts to fabricate a entitlement story that doesn't exist. Your quoted post above could not be less accurate.
Nowhere did he suggest that he wanted anything for free. The only thing he said was that he thought return shipment was included in the diagnostic fee. Even then, he didn't demand free return shipping. There was nothing he expected for free.
He is pissed off because Denon told him to send it in for service knowing it was out of warranty and that parts weren't available for it. They should have warned him strongly before he ever sent it in that there was a good chance parts weren't available. If they would have done that, he would not have sent it in. Denon, knowing parts weren't available, and that it would be extremely wasteful for a customer to ship both ways for no repair, should have given him a list of regional repair centers, where he could drop it off, instead of directing him to ship it to their national repair center. You think he should have asked "do you have parts for it?". When somebody tells you to ship it in for repair, and the unit is only 4 years old, it doesn't really occur to you to ask if they had parts for it. It's their obligation to warn you of that as part of the support call.
He is also pissed off because they charged him $65 for a diagnostic, but they didn't give him any diagnostic results. They told him they don't have the part, but they won't provide a part number to him, and yet they are telling him they can't fix it because "the part" isn't available. Do you not see the issue with this? If they provided him with the failed part number, then he would at least get some value out of the $65 because then he could find the part and save on the diagnostic process at a local repair shop. They charged him for a diagnostic and he didn't get one. He isn't even complaining that badly about the diagnostic, which he should because it was a total ripoff with no information in addition to being a lie (We can't fix it because we don't have the part, but we can't tell you which part is broken). Him not challenging the diagnostic fee is the exact opposite of acting "entitled" -- they probably didn't even do a diagnostic.
He is pissed off because he would have never sent it in if Denon had warned him appropriately, they charged him for a diagnostic he didn't receive, and their cost to ship back is $15 more than he paid to ship it there. With the volume discounts the repair center gets on shipping (they ship out a ton of equipment every day), Denon's cost to ship back is probably $30. There is nothing wrong with markup on return shipping when you actually fix the AVR, but when it's Denon's fault that they can't fix it, and they knew parts weren't available before the OP spent $210 in total to get nothing done and no information, they should do return shipping at cost.
Your comment quoted at the top of this post that he "expects Denon to fix a 2014 avr, that is now out of warranty, at their expense"
is totally inaccurate -- he expected to pay for everything. He just didn't expect to pay $210 for nothing being fixed, and no diagnostic information, and he is justifiably upset about that.
Also, it's not for you to dictate which thread he posts it in. I know you want it buried in a generic Denon thread so it gets lost in thousands of posts, but most of us are happy he didn't because we would have never seen the thread otherwise and we are all smarter because of it. If you ever need to have your Denon serviced, you will be much smarter about what to do also, thanks to the OP.