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Denon Warranty Situation

Discussion in 'AV Receivers & Amplifiers' started by MJViney, Jan 3, 2003.

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  1. MJViney

    MJViney
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    After checking on reviews etc i decided to buy a Denon AVC A1SR so looked for the cheapest price which ofcourse was from Germany. Before buying a chance conversation with a main dealer infomed me that Denon would not honour any warranty if the unit had not been bought from a main dealer.

    The price difference was 33% but the whole situation sounded illegal or at least against EU directives. So a call to the Denon UK importer resulted in being told Denon would not repair any unit not bought from a main dealer. When I pointed out that this was against EU trading directives the tone changed and was moderated to " well your have to send it to us via a main dealer and they might charge you a £50 handling fee"

    Another example of a company trying to maintain a false market and contributing to rip off Britain. Anyway I decided to shop arround the main dealers and eventually got to within £100 of the grey import price so played safe.

    When buying a Toshiba TV from Germany at again 30% cheaper price than Comet I phoned Toshiba in Bracknell to check on the warranty/ servicing sitiuation and was told no problem at all and indeed the German model was a higher spec than the Uk one...What a difference

    Anyhow the Denon is superb coupled to B&W CDM speakers ..just
    a pity they manipulate the market
     
  2. Ian J

    Ian J
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    Were you actually told that Denon would not honour a guarantee or that the UK importer of Denon amps wouldn't honour guarantees of equipment not bought via them, as there is a big difference and the situation is not the same as Toshiba who import their own equipment.
     
  3. MJViney

    MJViney
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    It was Hayden Laboratories who represent Denon in the UK who told me they ie Denon would not honour a warranty on grey imports from Germany. But when challenged coupled with a liberal sprinkling of trading standards will be informed thay modified their position by saying the unit would have to be returned via an authorised dealer. (If I could find one who would play ball!)

    It took some bargaining but in the end I got a main dealer to give a fair price on the Denon and B & W speakers. After all spending several big ones is business worth having.

    The Denon is very very good and is well worth the extra if you can get it at the right price.
     
  4. sounddog

    sounddog
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    I wonder ... isn't it a case that Heydon labs represent Denon not that they are Denon.

    I would have thought that they could claim that because the Amp wasn't bought from a UK dealer who would have bought it from them, that they had no responsibility for it?

    The responsibility for any repairs would be with whoever the German (or wherever) importer was.

    I know the situation would be different if Denon were a European company ... but in this case Heydon Labs only import the units so are only responsible for those that they sell.

    Now I'm not a lawer or European politician so everything I said might be complete cow dung ... but I would think this is how they can say that they won't be responsible if your German imported 3803 (or whatever) needs attention under the waranty.

    It's very bad for us (the consumer) but to be honest if the importer is responsible for paying repair costs, or just the admin of getting the repair costs payed by Denon itself ... you can see their point that they won't pay those costs when they havn't got anything out of the original sale.


    Now I better stop writing cause I need food and my blood sugar level means I'm not sure if this makes sence!!


    Victoria
     
  5. MJViney

    MJViney
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    With most international (Global ) companies if you buy their products anywhere in the world you get a one year warranty.

    Under EU regulations if you buy anything in Europe you are protected throughout Europe under EU consumer protection. You may remember that when folk started to import their own cars at much cheaper prices dealers at first refused to service them or honour the warranty. The EU stepped in imposed fines and now there is no problem. The same thing happened with motorcycles.

    Denon only exists in the UK through Hayden who undertakes all Denon's responsibilities and acts as the main distributer, appoints authorized dealers and oversees Denon policy. The Denon web site confirms this.

    Anyway I was just posting a warning to beware when buying from internet site operating a grey import business that it is wise to check on the warranty position. For cheaper items bought from unbeatable.com I have been willing to accept their own warranty and indeed found "unbeatable" to take care of repairs efficiently and without any hassle. But for complicated expensive items...?
     
  6. sounddog

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    But if you buy an amp from a dealer in Germany, you're not buying a Hayden product, you're buying a Denon Electronics GmbH product.

    You wouldn't expect the same service if you bought your Amp from Richer Sounds, and then when it broke took it back to SuperFi would you? - yes most of the time they would help you sort it out ... but they have no duty of care in law. What you're saying is analogous. You're wanting to buy from Denon Germany, then have Denon UK (Hayden) sort everything out when you have a problem.

    As you said in your earlier post Denon have to honour the waranty. However you have to find a dealer who will help you out. You're still not getting Hayden Labs (the importer) honouring the Waranty on the Denon Electronics GmbH product. All that has to happen iirc is that Denon Electronics GmbH has to honour the warranty and can't say they won't because you are using it outside of Europe.

    To be honest ... as you found out ... if you start quoting prices of imported goods to UK retailers ... often you wiull find they can do almost as good prices and that will save you any future hastle.


    Victoria
     
  7. Ian J

    Ian J
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    I have just had a look at Denon Uk website and it states that Hayden Laboratories Ltd is a wholly owned subsidiary of Denon UK.
     
  8. sounddog

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    Okay ... you're right.

    Hayden Labs are a subsidary of Denon. That does affect things I guess.

    Just ignore all my above comments ... and if you have a problem contact Hayden directly (not via a dealer).


    Victoria
     
  9. godzilla

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    Hi MJ
    Are you allowed to say where you bought your A1 SR from and how much you paid? I've got a pair of 601s dying to be used as a centre rear pair and I'm upgrading from my A1 D.
     
  10. rauer

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    Rip off Britain. Geez! You should come to Finland. The wages here probably vary from slightly more in low paying jobs to a fracture of UK wages in "high paying" jobs. The taxes are sky high and progressive. Car taxes are in the league of 100%. Most electronics cost 10 to 100 % more than in UK. The customer's rights are miniscule compared to what they seem to be in the UK according to people's comments here and on alt.media.home-cinema.

    How's that for a rip off? Well at least we have a nice climate. Currently - 30 centigrade! ;)
     
  11. MJViney

    MJViney
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    Well that's the true face of socialism. You get free medical care, free housing and good unemployment benefits if needed and free education.

    We pay 11% of salary for social security and get precious little for it and have to top up everything privately. Also our other taxation like inheritance tax capital gains tax is much higher than in Finland

    It all has to be paid for somehow.

    The fact is we are part of the United States of Europe with Blair as president elect and prices of most commodities should be close. Oh yes we have to pay billions a year for that priviledge and now we are to subsidise all the east european countries joing as well!!

    We are ripped off by global companies manipulating the market and other companies operating cartels (eg how is it ferry operators to France having exactly the say policy on 1 day, 3 day 5 day pricing) or adopting resale price maintenace and threatening to withdraw supplies to anyone willing to discout.

    Don't get me started ....!!!!

    Finally you lucky folk have a small population and lots of room
     

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