Sound United - Marantz/Denon - Poor Customer Service - Poor Quality Control -- A pattern??

[Brian Skaggs]

UPDATE 1/30/2021: They are taking care of the problem now, the right way. I will leave the original posts below but the answer to my question appears to be... Sound United and Marantz continues to have great products, unmatched value and good service albeit with occasional hiccups. Original post...

I have been waiting for a warranty repair on a Marantz AV7703 for three months. The authorized repair facility ordered a part and got no response for over a month. After prodding, Sound United (SU) let them know the part would NEVER be available. We were waiting for NO reason.

SU then agreed to a replacement and we waited another week or two to be told the replacement would come in 2 to 3 weeks. I pushed back. Retailers were selling suitable replacements at the time. They apologized that they did not have any units. Guess what? It is now 3 to 4 weeks later and nothing.

I contacted them again and was told that the 2-3 weeks was standard, but these are not standard times. Did they just hear about COVID delays one year into the pandemic? Well at least I got an honest answer. They do not know when they will send a replacement, but don't worry i was told. "Do you think we are going to stiff you?"

Meanwhile, retailers continue to sell new units. Do you believe that they have not sent new AV7706 or AV8805s out to retailers in three months? Do you believe they could not simply have one of their big authorized retailers send me a unit? Or do you believe they are simply waiting for some B-stock AV7705 to magically appear and they don't care how long I have to wait. And why did they ever say 2 to 3 weeks? Too lazy to check? Didn't care? An honest mistake from a company diligently working?

Is this a new pattern of poor service?
Is this more evidence that Monoprice is now the new vendor of choice??
When do you think they will finally dig up an AV7705 replacement?
What are the odds that in I will be waiting another month or two before they give up and send an AV7706?

It is actually worse. I sent the unit in for repair in September when the AV7703 would not power on. I spent about $75 to send it in only to get it back with a bad HDMI board. They had me pay another $75 to ship it in. The second diagnosis was apparently easy. I was told it sounded like a bad HDMI board before I sent it in even though no replacement HDMI board would EVER be available. It should have been replaced right then. I paid and waited 6 weeks before learning no repair would ever happen. The best policy would be to replace any unit that had more than one problem, lemons if you will, immediately and to upgrade the customer to the latest model automatically as a gesture and appreciation. I should not be paying and waiting due to their QC issues. How about at least providing shipping labels? Sadly, my low expectations were met with endless waiting, bad/lazy/dishonest/inconsistent/?? information. They have failed even basic decency respect in my case. Forget actual appreciation for customers. It is pretty bad.

So I wait here, while just down the street new Marantz units go out to new new customers. Should you buy Sound United products???

 

[sterling shoote]

I have been waiting for a warranty repair on a Marantz AV7703 for three months. The authorized repair facility ordered a part and got no response for over a month. After prodding, Sound United (SU) let them know the part would NEVER be available. We were waiting for NO reason.

SU then agreed to a replacement and we waited another week or two to be told the replacement would come in 2 to 3 weeks. I pushed back. Retailers were selling suitable replacements at the time. They apologized that they did not have any units. Guess what? It is now 3 to 4 weeks later and nothing.

I contacted them again and was told that the 2-3 weeks was standard, but these are not standard times. Did they just hear about COVID delays one year into the pandemic? Well at least I got an honest answer. They do not know when they will send a replacement, but don't worry i was told. "Do you think we are going to stiff you?"

Meanwhile, retailers continue to sell new units. Do you believe that they have not sent new AV7706 or AV8805s out to retailers in three months? Do you believe they could not simply have one of their big authorized retailers send me a unit? Or do you believe they are simply waiting for some B-stock AV7705 to magically appear and they don't care how long I have to wait. And why did they ever say 2 to 3 weeks? Too lazy to check? Didn't care? An honest mistake from a company diligently working?

Is this a new pattern of poor service?
Is this more evidence that Monoprice is now the new vendor of choice??
When do you think they will finally dig up an AV7705 replacement?
What are the odds that in I will be waiting another month or two before they give up and send an AV7706?

It is actually worse. I sent the unit in for repair in September when the AV7703 would not power on. I spent about $75 to send it in only to get it back with a bad HDMI board. They had me pay another $75 to ship it in. The second diagnosis was apparently easy. I was told it sounded like a bad HDMI board before I sent it in even though no replacement HDMI board would EVER be available. It should have been replaced right then. I paid and waited 6 weeks before learning no repair would ever happen. The best policy would be to replace any unit that had more than one problem, lemons if you will, immediately and to upgrade the customer to the latest model automatically as a gesture and appreciation. I should not be paying and waiting due to their QC issues. How about at least providing shipping labels? Sadly, my low expectations were met with endless waiting, bad/lazy/dishonest/inconsistent/?? information. They have failed even basic decency respect in my case. Forget actual appreciation for customers. It is pretty bad.

So I wait here, while just down the street new Marantz units go out to new new customers. Should you buy Sound United products???

You just made me decide against buying an AV-7706.

 

[lovinthehd]

I think you're being a bit rough on the Beave considering covid....but yes their customer service has been hard hit by other reports (let alone supply lines).

 

[Brian Skaggs]

Replacements available on Amazon, Crutchfield, Best Buy...

You just made me decide against buying an AV-7706.

Hopefully this is unusual. The AV7706 is a nice product for the price.

 

[TLS Guy]

Replacements available on Amazon, Crutchfield, Best Buy...



Hopefully this is unusual. The AV7706 is a nice product for the price.

I doubt it is unusual. The profit margin is so small they have to sell a lot of units to cover a replacement. Parts are a nightmare all round apparently. This is because few extra parts are made. Just enough to assemble units. It is not practical to do second runs of ICs or boards. In this day and age warranty will actually become fiction.

Unless there are substantial price increase this problem will be the rule.

It would really help if models only changed every five to ten years. It is a terrible idea to have new models every year.

I think in these times you have to look at these units as a risk, and just pony up and hope you have better luck with the next one.

I have long gone for quality and changed gear as infrequently as I possibly can.

 

[PENG]

Replacements available on Amazon, Crutchfield, Best Buy...



Hopefully this is unusual. The AV7706 is a nice product for the price.

They should replace it with the AV7706 or 7705 if they have them in stock, but it may be fair for you to pay them something for it because the 7703 has been out for a few years.

To me, I will never buy something like the AV7706 that will almost for sure measure worse (based on Gene's video comparing it the the SR8015) than a Denon AVR. Yes they are nice, being "separates" (sort of..), but the last year model Denon AVRs are much better value when discounted shortly after launch of a new model. Also yes it is a shame to have to resort to use an AVR as an AVP, but the practical/technical reasons are overwhelming, unfortunately, or fortunately. I hope you would seriously consider such option, your dealer may even be willing to deal with SU to replace your with an AVR-X4500H that seems to be still available, but obviously they would be just a last resort kind of deal..

 

[sterling shoote]

They should replace it with the AV7706 or 7705 if they have them in stock, but it may be fair for you to pay them something for it because the 7703 has been out for a few years.

To me, I will never buy something like the AV7706 that will almost for sure measure worse (based on Gene's video comparing it the the SR8015) than a Denon AVR. Yes they are nice, being "separates" (sort of..), but the last year model Denon AVRs are much better value when discounted shortly after launch of a new model. Also yes it is a shame to have to resort to use an AVR as an AVP, but the practical/technical reasons are overwhelming, unfortunately, or fortunately. I hope you would seriously consider such option, your dealer may even be willing to deal with SU to replace your with an AVR-X4500H that seems to be still available, but obviously they would be just a last resort kind of deal..

From the views here I respect, I'm going to re-consider the Sony STR-ZA3100ES for Pre-Pro duty. My experience is Sony's warranty repair or replacement is a rapid process.

 

[stalag2005]

I have been watching this thread also! This and others like it is why I did not choose a Sound United device. I went with the Anthem MRX-740 in another thread I started.

 

[Brian Skaggs]

...So I wait here, while just down the street new Marantz units go out to new new customers. Should you buy Sound United products???

UPDATE : So they sent me...
"I am very sorry for the experience that you have had, but it looks like your persistence has paid off. I was informed that the department manager that handles the exchanges will be contacting you early next week to provide you with information about an expedited replacement for an AV7705."

Expedited? Perhaps I don't understand the definition.

 

[lovinthehd]

UPDATE : So they sent me...
"I am very sorry for the experience that you have had, but it looks like your persistence has paid off. I was informed that the department manager that handles the exchanges will be contacting you early next week to provide you with information about an expedited replacement for an AV7705."

Expedited? Perhaps I don't understand the definition.

"sped up over what otherwise might be" ?

 

[FcBuff]

So your av7703 died a natural death, and they are going to replace it with an AV7705 for $150 total shipping? Sounds pretty good to me. I understand your frustrations for sure, but in the end, they are taking care of you.

I have the AV7705, and it is very nice and current for all the 4k specs which should suffice for quite some time. When you take into account all the current electronic problems due to covid, it makes it little more bearable?

Hopefully your "expedited" unit gets there quickly and you can get back to being happy!

FWIW, I have 2 "dead" Class'e units that are sitting and collecting dust. I would be thrilled if they sent me a "new" last generation piece to replace each one...

 

[highfigh]

I have been waiting for a warranty repair on a Marantz AV7703 for three months. The authorized repair facility ordered a part and got no response for over a month. After prodding, Sound United (SU) let them know the part would NEVER be available. We were waiting for NO reason.

SU then agreed to a replacement and we waited another week or two to be told the replacement would come in 2 to 3 weeks. I pushed back. Retailers were selling suitable replacements at the time. They apologized that they did not have any units. Guess what? It is now 3 to 4 weeks later and nothing.

I contacted them again and was told that the 2-3 weeks was standard, but these are not standard times. Did they just hear about COVID delays one year into the pandemic? Well at least I got an honest answer. They do not know when they will send a replacement, but don't worry i was told. "Do you think we are going to stiff you?"

Meanwhile, retailers continue to sell new units. Do you believe that they have not sent new AV7706 or AV8805s out to retailers in three months? Do you believe they could not simply have one of their big authorized retailers send me a unit? Or do you believe they are simply waiting for some B-stock AV7705 to magically appear and they don't care how long I have to wait. And why did they ever say 2 to 3 weeks? Too lazy to check? Didn't care? An honest mistake from a company diligently working?

Is this a new pattern of poor service?
Is this more evidence that Monoprice is now the new vendor of choice??
When do you think they will finally dig up an AV7705 replacement?
What are the odds that in I will be waiting another month or two before they give up and send an AV7706?

It is actually worse. I sent the unit in for repair in September when the AV7703 would not power on. I spent about $75 to send it in only to get it back with a bad HDMI board. They had me pay another $75 to ship it in. The second diagnosis was apparently easy. I was told it sounded like a bad HDMI board before I sent it in even though no replacement HDMI board would EVER be available. It should have been replaced right then. I paid and waited 6 weeks before learning no repair would ever happen. The best policy would be to replace any unit that had more than one problem, lemons if you will, immediately and to upgrade the customer to the latest model automatically as a gesture and appreciation. I should not be paying and waiting due to their QC issues. How about at least providing shipping labels? Sadly, my low expectations were met with endless waiting, bad/lazy/dishonest/inconsistent/?? information. They have failed even basic decency respect in my case. Forget actual appreciation for customers. It is pretty bad.

So I wait here, while just down the street new Marantz units go out to new new customers. Should you buy Sound United products???

Do you think they have people working in the offices, warehouses and service centers?

Ask for a customer service manager after making a list, in a document, of the money you spent, time lost, etc. Don't yell, don't scream, just lay it out logically.

They had thousands of pieces on backorder from last year- once allocated, it's difficult to pick single pieces because they're shipped to distribution points in containers. It's not as easy as you seem to think.

 

[TLS Guy]

UPDATE : So they sent me...
"I am very sorry for the experience that you have had, but it looks like your persistence has paid off. I was informed that the department manager that handles the exchanges will be contacting you early next week to provide you with information about an expedited replacement for an AV7705."

Expedited? Perhaps I don't understand the definition.

You should be very happy. The 7705 is a great pre/pro. I have been very happy with mine after initial problems were corrected with firmware updates. Make sure you update to the latest firmware right away, or you may get a few unpleasant surprises.

 

[Brian Skaggs]

UPDATE: I did get a call from Sound United management (went to voice mail), a direct personal call back phone number as well as an email. The email referred to expedited shipping so I think that is perhaps what they meant by expedited. The voicemail was sincere and apologetic. They will apparently refund shipping which is a very nice gesture that I never asked for.

So the answer to my original question appears to be...

No, this is not a pattern. They offer great service and care about customers. This was unusual experience during an unusual time and when they realized it, they took extra steps to make it right.

Hopefully, they improve the processes. This cost them way more than needed. My cynical side wonders if they are watching this thread. I did ask one of their executives to comment on the thread and they are paying me $75 for shipping. I think I only mentioned it in this thread.

But maybe that is even better. SU seems to care about enthusiasts that frequent the forums, not just the about mainstream consumers that likely make up the bulk of sales. This would be inline with the improvements they make after the terrific Audioholics reviews of their AVRs, etc.

Either way, there is no denying that their products offer huge bang for the buck and I have to admit that a three year warranty is pretty great. I happen to use cooling fans and only use the unit a five hours a week

 

[Volt]

Brian,
Which place did you send yours to? Is it United Radio in New York?

I have an issue with my Denon 6700. And may need to get it repaired at an authorized Denon repair place. There are 3 authorized repair places I was looking at for warranty repair.
1 - United Radio in New York. I've read good things about them. But I'd need to ship my Denon 2,500 miles using FedEx to deliver it.
2 - George Meyer AV - they are local, and 11-mile drive.
3 - Scan Audio Service - local too within 10 miles. But I just found out they longer do warranty repairs.

When I talked to Scan Audio, I told him about the issue with my Denon. The Center speaerk sometimes has a hum/noise. It's low volume. Noticable when I first turn it on. Isn't affected by the volume knob. Doesn't happen all the time. And will sometimes go away on it's own. I tried connecting the Right Front speaker to the Central output and then that spearker got the noise. He said he's seen this issue a few times, and it involves the motherboard needing to be replaced. He suggested that I send it to United Radio. Because they are a large repair facility. And should have an easier time acquiring parts. Plus, if my unit is a lemon, then it may be easier for them to get Denon to send a new unit. He cautioned using George Meyer AV, in that their may be a few month lag before my unit could get repaired due to parts shortage issue. Though he stressed he was not knocking them. But the parts supply chain issue.

If I FED EX my unit to United Radio, then it estimates it's around $100 or so for shipping. And it's a 1 mile drive toFed Ex. If I take it to George Meyer, then it's an 11 mile dirve. But no shipping cost.

Do you think any of that makes a difference?