Denon
Reviews and Complaints

I bought a fancy AV receiver from Denon's official website on January 31st. But in mid-April, Denon released a firmware update that, according to them, completely messed up the receiver's functionality. So, on April 22nd, I called their support and they told me that the only solution was to send the receiver to a service center at my own expense and inconvenience. They said that even though their update broke the receiver, it was beyond their 30-day warranty period. I reminded them that they were aware of the problem and that they were the ones who caused it. I told them that it was not fair for me to bear the burden of arranging the logistics and paying for it. A firmware update that breaks an appliance can happen anytime during the receiver's lifespan. The company responsible for the faulty code should take responsibility for as long as they support the device with updates. But they refuse to take responsibility and won't fix the issue in a reasonable way.

I contacted Denon in the beginning of June and told the representative that I didn't have the information on the purchase date. I informed the representative that I bought the unit through Denon. When the representative came back on the line, he told me that my option was to send the unit to a technician for repair. I specifically asked if they cover the repair and the representative clearly said "yes"! Denon sells expensive products, so I thought this was great service, but I wanted to be sure. I clarified with the representative again, and he once again told me that I have to pay to ship the unit, and Denon will cover the repair as well as the return shipping. After shipping the product, I was told that my unit was not covered. I escalated the issue twice and finally requested a review of my call. They did hear the representative say that it would be covered, but they told me that the representative was making an assumption that my unit was under warranty. I am so upset, and now I'm $50 in just for the cost of shipping! If the representative had told me it was not covered, I would never have shipped the product. Their service is poor as well, and you can tell they all talk with one another before calling back. They have very unethical practices, and I hope they make this right!

I bought a Denon AV receiver #avr-x3700h on April 17th. But within 60 days, it stopped working. The screen went blank, and I think the *** board is faulty. I called Denon for help on June 14th, and they said the unit was defective. They told me to send it in for repairs, but I have to pay for the shipping myself. It doesn't seem fair to me that the unit broke so quickly, especially since I barely used it. I consider it to be dead on arrival. Just yesterday, on September 21st, I decided to take further action and called Denon again for advice (ticket no. [protected]). Once again, they told me to send it in for repairs. My main issue this whole time is that I don't have a suitable box to ship the item. So I asked them, and this time they suggested buying a box for $27. I agreed to buy the box, and then they said the total cost, including shipping and fees, would be $34 due to taxes. It's really unprofessional to sell a shipping box like this. However, when I checked Denon's website, they advertise refunds within 60 days of purchase. I realized that this unit failed within that timeframe (I bought it directly from Amazon, an authorized Denon dealer). The first person I spoke to could have just refunded my purchase instead. I believe that Denon doesn't want to support their products and doesn't honor their own warranty claims.

On 6/06, I bought an Envaya pocket speaker DSB-50BT Black from Denon.com. My sister made the purchase for me, and I reached out to Denon support regarding a complaint. In February 2022, the speaker stopped working. Denon offers a one-year replacement warranty for this product. On 2-07-22, I contacted Denon about the defective item and received Ticket # ***-001109. After several phone calls and emails to Denon support, they informed me that they couldn't replace the item. I requested a supervisor to address the issue, and they explained that they would refund the full cost of the item (once I returned it). Additionally, if I purchased a new identical item at a higher price on their website, they would refund the price difference. This was Ticket # ***-001034. I followed their instructions and ordered a new item at a higher price on their website, with order # *** on February 9, 2022. I sent back the defective item on 2-10-22, and they received it on [protected] with tracking number [protected]. They informed me that it might take up to 30 days to process the refund. In early March 2022, we received a partial refund for the Price Adjustment request for Order ***. The refund was credited back to my sister's charge card. Despite multiple attempts, phone calls, and emails, neither I nor my sister have received the refund for the returned item. They claim to be checking on it but never provide a response. All I want is for the refund to be sent to my sister via check or credited back to her charge card. They haven't given any reason for the delay or problem. This has been ongoing since February.

I got a Denon receiver in 2021. In October 2022, it stopped working right. I called Denon customer service, and they helped me fix some of the problems, but the receiver still had issues playing audio from the *** through the ARC system. Denon told me to contact the *** manufacturer, so I did, but they couldn't fix it either. Then, the receiver started having other problems, like the sound cutting out when I switched sources or changed channels on the cable box. I paid Best Buy's Geek Squad to try and fix it (they installed it originally), but they couldn't. They suggested I contact Denon for warranty repair or replacement. So, I reached out to Denon and went through troubleshooting steps over the phone again before they had me send the receiver to a third-party repair shop for warranty repairs. There were a lot of issues with Denon and the repair facility not communicating, and I had to give all the information again. Every time I called one of them, they would tell me to contact the other, and then the other would tell me to contact the one. Finally, when the repair facility tested it, they couldn't find the issue, so they sent the receiver back and told me to talk to Denon about a replacement. Denon said that wasn't the process and that their escalation team would contact the repair shop. A few days later, I called the repair shop, and they hadn't heard from Denon. I contacted Denon several more times, but now they want me to go through the long process of reinstalling the receiver and troubleshooting it over the phone again. We already did that at the beginning, and I even paid Best Buy to try and fix it. There's no point in doing it again. They should just replace the receiver instead of making us waste time repeating steps. Denon incident number [protected].