Sound System Technology Middlesex. My extremely poor experience

I'd like to just save any UK Denon users the heartache of using Denon's supposedly approved UK repairer

Sound System Technology
Unit 7 Bentinck Court
Bentinck Road
West Drayton
Middlesex

I found the service I received from them to be shockingly poor.

In my case, I had problems with my Denon DN-S5000.

Short version : If your cd drive is knackered, they will tell you to send it in so they can charge you 50 quid to look at it and decide if it can be repaired or not, only when it arrives they will then tell you that they dont repair cd drives - only replace them.
Something that the unit was designed for you to do yourself!
AND - to replace the drive, they will charge you around 100 quid on top the price of a new drive.
Even though, I repeat - this is a unit designed to have the drive swapped out by the user in 2 minutes.


Long version :

I contacted these cowboys to tell them that my DN-S5000 had a problem with the cd drive, after an hour or so of playing I would get an error and it refused to eject.
I was told by them to send it in, it would cost me £35 + £15 delivery each way for them to look at it.
This £35 would be taken off the price of the repair should I go ahead.

I asked at this point, worst case scenario, how much would it be for a replacement drive and was told £275

So I sent the unit in.

After a week of hearing nothing, I phoned them up and was greeted by an extremely unprofessional "manager" who didnt even feel the need to say his company name when he answers the phone

"Hello ?"

is all you get - not a promising start when they can't be bothered to tell you the company you've called ...

I established that they hadn't bothered to look at the unit in a week, but they said they would and contact me within the hour.

Half a day later, nothing.  I phone them back.

According to them the cd drive wont even accept a cd, (even though I took video of the unit playing before sending it in) and therefore the whole cd must be replaced since the cd cannot be repaired, at a cost of £404 !!

So,

1) If cd drives can't be repaired, why did you get me to send it to you at a cost of £65 when you could have told me over the phone you dont repair cd drives ?

2) If a replacement drive is £275, where does £404 come from ?!!?  Even if when I asked you for a worst case scenario price of having a new drive, you didnt include a price for fitting, how does it cost £129 on top of the £275 drive for a 1 minute job to slot in a cd drive on a unit which was DESIGNED TO HAVE THE CD DRIVE REPLACED BY THE USER!!!!

What a complete joke.

I cant believe these cowboys are who Denon deem suitable to be their official repairers.

Shocking.

I'd put all this down in writing to Denon, but if this is the level of service they deem acceptable, they'd probably just wipe their rear end with my letter.

As is, I've now got the unit back and it's completely shot now.

It wont take a cd or anything, and yet when I sent it to them,  it would play but then stop.
I'm £50 down, and worse off.

They claim cd drives can't be repaired and the whole unit just gets replaced, and yet the official Denon parts company sell parts for inside the cd drive - whats the point if they cant be repaired ??


All in all, I wish I'd avoided these boys at all costs.


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