Denon AVR 1912 REFURB- AM I A LEMON OR IS IT?

[Rylicious]

Okay, lets start off with this. I am no pro with audio set up. I am also, however not new to it, speaker cable, or receivers. I am definitely wondering if I've got a refurbed lemon here from A4L and wanted to see what all you pros would recommend before I exceed the 30 day mark.

Here are some issues:

I've had nothing but trouble with the FR speaker. It works on and off. I've tried with and without banana plugs. I've also tried the same speaker (and cable) on FL slot and it worked fine with the banana plugs, as well as without. I've tried FL speaker with and without banana plugs on the FR slot and it doesn't work. I'm usually doing my testing in the wizard setup menu.

Another thing I've noticed is that ALL right speakers during the test sound a lot louder. I am using the same length cable and the same gauge.

Also, randomly ALL Of them will be working fine and then they ALL stop working all together like they need a break from being tested in the set up menu. I will turn it all off all together at that point frustrated to all hell and then wake up in the morning to try the setup wizard again and I get one of two results:

1. WAH-LAH. THEY ALL WORK. after I have not changed anything from the night before when NOTHING was working. OR

2. All work again save for the FR tower.

This morning I woke up and everything was working (when I turned it off last night none of the speakers were working) so I excitedly turned on my PC (set on game one - stereo). I have the FL on banana plugs going into the receiver but not into the speaker. To get the FR to work at all I have it on banana plugs going into the speaker but not into the receiver (FR will not work AT ALL with banana plugs have tested with all other working banana plugged speakers same thing). There seems to be something seriously strange going on with the FR input on the AVR. Any tips would be greatly appreciated.

If it sounds abnormal, and I end up having to return: Does anyone have experience with A4L returns? My luck would be they set it all up and it'll work from them while they are testing it (sure fire way to prove would be banana plugs, they do not work at all for that input), I get slapped with the return shipping and the 10-15% restocking fee was not a part of the budget.

Thanks for the advice in advance.

*EDIT* ALL are plugged into an helfty UPS
*EDIT* Pandora does not work either, however after several google searches I see that this might be resolved with a firmware update on Tuesday? Can anyone confirm this?

 

[hizzaah]

Definitely sounds defective to me.. Contact them and see of try want you to do any troubleshooting for them before they issue an RMA. Plenty of us on here have ordered from A4L, so maybe someone will chime in with a return experience. I can't imagine them giving you a problem though

It looks like you'll have to pay shipping if you don't want an exchange though:

Return Shipping Costs
You are responsible for shipping any returned product. Acessories4less will pay for return shipping of a defective item only if it is being returned for an exchange. We will not pay for the return of any item being returned for a refund. In the case that you exchange a defective product for a new product, Accessories4less will provide and pay for the outbound shipping for replacement merchandise. Returned merchandise must arrive no later than 7 days after we provide you with a Return Authorization Number

Returns

 

[Actran]

You actually do not need to work through A4L. In fact, you must work directly with denon. In your box should have been a big piece of paper with a number to call with any issues. That number is denon's support line which is who actually warranties the product. Denon will work with you to troubleshoot the issue and if they agree the issue is with the unit they will pay for shopping and send you a replacement.

I didn't try the A4L return route as I found Denon's support very helpful, so I may not be giving A4L the credit they deserve.

I just went through this process with them about two weeks ago on a 2312 purchased from A4L. A4L actually has no way to repair or verify a failure and will end up going through Denon, which will take longer and you'll have less input.

Denon will make you jump through a few hoops to make sure they agree that the unit is bad. Mine had a bad HDMI board and I had to buy some new cables and try a couple TVs before they agreed. In my case it took a few weeks for the whole process.

Your refurb unit should have come with a one year warranty, so you actually have a little time to work this out with Denon. You can also submit a ticket on Denon's site.

Depending on when you call, you can expect wait times from 1-30 minutes.

** on your Pandora question - denon support told me a firmware upgrade is coming to resolve the issue when I spoke to them last. I'll believe it when I see it, but it's scheduled for 12/12/2012.

 

[hizzaah]

If I just purchased the thing and it was broken, I personally would go back to A4L. I understand it's refurbished, but it should still all work out of the box. I would exchange it through them for the same one (or different if you decided you didn't like the features).. Let them deal with Denon since you just purchased it. They have the 30 day policy for a reason

 

[Actran]

If you go the A4L return route, please share your experience. Perhaps I did a lot of work for nothing. It would be good to know for future reference.

 

[cpp]

I have purchased from A4L and have had nothing but good experiences.

 

[Rylicious]

Let me say for the record I'm not knocking A4L. I called them this morning and they referred me to denon. Every once in awhile, these things happen.

 

[j_garcia]

My buddy had a similar issue where his would shut down randomly and AC4L replaced his receiver with another one no questions asked. That was a few years ago.

 

[anamorphic96]

Let me say for the record I'm not knocking A4L. I called them this morning and they referred me to denon. Every once in awhile, these things happen.

You stated you where within 30 days I wonder why they referred you to Denon ?

 

[hizzaah]

Easier for them if he wasn't pushing for a return.. If he didn't mind waiting for a repair, why not send him to Denon? Some people are nicer and/or have more patience than I do lol

 

[AcuDefTechGuy]

I would demand 100% return. No way in hell I would send a newly purchased Denon for repair.

Like I've been telling people, I hate refurbished. No way in hell I would ever buy refurbished. But no one wants to listen to me until crap happens to them firsthand.

I've bought like 4 bad refurbished and the seller eCost & Dakmart wanted me to ship to Denon for repair. No way. I demanded full refund and got it each time.

When I got a defective refurbished AVP-A1HDCI, they really wanted to refuse return. But I gave them hell. Told them I would tell everyone n all the forums about their bad business. Said I would DISPUTE MY CREDIT CARD.

That's the key right there. Tell them you will dispute w/ your CC company and raise hell if they don't accept return.

And then don't ever buy refurbished from anyone.

 

[KEW]

Definitely return.
A4L was very good about my return (which turned out to be my mistake in understanding operation of the AVR features)!
However, I approached them with the expectation of getting a replacement. Let them be the ones to propose trouble-shooting.

Warranty work, Customer Service, and Insurance all have a lot of lassitude in how they respond to the customer. Almost always they are trained to "do the least that keeps the customer happy".
Don't be an a$$, just tell them that you did not buy a factory refurb'ed receiver so you could help with the refurbishing process and believe they should expedite the process of getting a working unit in your hands.
Always tell these guys what you want to happen (be fair) rather than letting them propose their first pass solution.

 

[Rylicious]

Thanks for all the tips. I called A4L back and he said that A4L only does returns if I want a refund. If I want a replacement, I have to go through Denon. I am going to call back and mention some of the above to A4L.

 

[markw]

Give A4L a chance first.

Go for an exchange. It costs nothing. Hopefully, the new unit will be 100%

If that one fails, and I would certainly hope it wouldn't, then return it.

I gotta say, I was ectremely disappoitd with Panasonic when I had a BDP-60 go bad one mont before the guarantte wore out. They sent me three refurbs to replace it and none of 'em worked. I got so sick of this crap that I settled for a different it that lacked the 7.1 analog audio outputs, which is where all the probledm were.

 

[Rylicious]

I wonder if there is a way to look up refurb issues based on serial number? I'd truly be interested in that.

 

[KEW]

Thanks for all the tips. I called A4L back and he said that A4L only does returns if I want a refund. If I want a replacement, I have to go through Denon. I am going to call back and mention some of the above to A4L.

Technically, I asked for a refund. I bought another unit while they refunded me for the original. I did not want any more down time than required.
It would be really strange for them not to exchange it, but they may have some stipulation in their conract with the manufacturer.

 

[Actran]

I had some time and didn't mind working with Denon, but it is more work. Really up to you. I found Denon very helpful and I learned a lot about the receiver in the process, but that's me. Their return process was seamless and with the exception of some new cables (probably needed anyway), i wasn't out anything other than a couple hours.

 

[Rylicious]

So basically here's how it will work for those of you interested in the A4L return process.
1. If you want a return for just changing your mind you have to pay shipping and you are subject to a 15% restocking fee.
2. If you want an exchange for another of the same product due to malfunction, you must go through Denon.

My experience, thus far, has been pretty painless save for the down time. I contacted A4L the day I had a problem, the guy immediately FWD my invoice and Denon's direct number and told me to have my A4L paid reciept handy.

I called Denon, was on hold 1 min and simply told them what was happening with the FR tower output and how I had tried it with and without banana plugs as well as with another speaker. He plainly stated that was everything he would have had me done and submitted my request for a shipping label yesterday. The same guy called me on my cell phone today and told me I should have a label in my inbox tonight and as soon as they scan it at FedEx they would send my new receiver out to avoid down time.

On a side note, I did call A4L back during all this and expressed how I was not interested in being apart of the refurbing process and that I don't feel like I should be subject to any extensive amounts of wait times due to this unexpected inconvenience. They guy was pretty firm in stating that all returns for the same product must go through Denon and that there wasn't much else that he could do. Denon on the other hand, has thus far very reasonable. I have not been made to jump through unnecessary hoops and they have been very pleasant to work with under the circumstances. As soon as I get the label, that bad boy is getting shipped and I will update with the total down time. I will be impressed if I get this before xmas, which Denon has assured me shouldn't be a problem at all.

Sooo we'll see.

*EDIT 10 min after the phone call from Denon, my shipping label is in my inbox as promised. I mean for as poorly as a situation like this could have gone, I'm super impressed thus far with Denon.

 

[KEW]

That sounds as good as working through A4L.
My worry with going to Denon is they would make you wait while they repaired your defective receiver, which I consider BS with a DOA item.
If they are shipping you another receiver as soon as they process your return, that is all you can reasonably ask for!

Thanks for the follow up post and let us know how long it takes to get the new one!

 

[Rylicious]

Received my fully functional Denon 1912 replacement today.

Total down time: 7 days.

I shipped my receiver on the 12th & sent them a copy of the tracking details. Got a reply on the 13th simply stating "A4L nuff said" with the replacement tracking info. I mean what company ships a replacement the day after you send yours, I'm blown away. I think the key word here was A4L lol thanks again everyone.