Marantz Recertified AV10 Issues?

[stereosean]

Hi Everyone,

Has anyone had any issue with Marantz Recertified products arriving in condition that is not what they expected and if so what action did you take? I recently ordered an AV10 and it arrived in a used projector box from a service center poorly packed, no double boxing. Unit was in good cosmetic condition with the exception of the power button. The power button was slightly ajar and looked like it had not been installed or re-installed properly. The button also looked a little worn (it may be a used part). A few days after opening the unit the white on/off decal started wearing off.

Has anyone else had this experience with Marantz recertified? The unit itself electronically seems to function fine.

Marantz response: "Recertified products may contain minor cosmetic blemishes, but are inspected to be free from any cracks, dents or deep scratches."

I believe that it should be received is good cosmetic condition and this is not a "cosmetic blemish"

It is hard to see in the picture but the power button itself is severely ajar.

 

[Toni71]

My new out of an un opened box has the same somewhat not straight power button. The first thing, I noticed and then thought made in Japan? I just live with it.

 

[stereosean]

My new out of an un opened box has the same somewhat not straight power button. The first thing I noticed. I just live with it.

interesting. thank for the response.

 

[peng]

Hi Everyone,

Has anyone had any issue with Marantz Recertified products arriving in condition that is not what they expected and if so what action did you take? I recently ordered an AV10 and it arrived in a used projector box from a service center poorly packed, no double boxing. Unit was in good cosmetic condition with the exception of the power button. The power button was slightly ajar and looked like it had not been installed or re-installed properly. The button also looked a little worn (it may be a used part). A few days after opening the unit the white on/off decal started wearing off.

Has anyone else had this experience with Marantz recertified? The unit itself electronically seems to function fine.

Marantz response: "Recertified products may contain minor cosmetic blemishes, but are inspected to be free from any cracks, dents or deep scratches."

I believe that it should be received is good cosmetic condition and this is not a "cosmetic blemish"

It is hard to see in the picture but the power button itself is severely ajar.

Do they accept return, free shipping? I hope they do, this is not acceptable unless it comes with warranty and you got it at very low price. Just imo..

 

[Oddball]

One would expect more love from Marantz for their flagship product. At least they could double box it like the original unit. But then also somewhat reasonable to expect less than perfect unit.

As Peng noted, all about how you perceive value. If I recall price just went up, but there is probably a stock of old price units somewhere.

I bought my AV-10 for EUR 5K some 18 mos ago, was a demo in high end shop for 6 mos and quite happy with it. Was actually able to keep it for 2 mos and exchange for new unit when it ships but decided not to play any lottery. It was perfect unit in perfect condition and tested for 6 mos so did not see the upside case.

While these units are probably no longer in circulation, batch made in Sep 2022 had a number of faulty units causing random cracking sound is some channels and Marantz never came clean what the issue is, but obviously exchanged faulty units. So check the serial number.

 

[stereosean]

Do they accept return, free shipping? I hope they do, this is not acceptable unless it comes with warranty and you got it at very low price. Just imo..

The return window of 30 days has closed. I had asked them to exchange the unit, but they responded with "Recertified products may contain minor cosmetic blemishes, but are inspected to be free from any cracks, dents or deep scratches." They did offer to have the unit sent to a service center to replace the button. That is what was suppose to occur before I received the unit. As the unit was shipped as I said in an old projector box with not much protection from NY to OR I am very hesitant to reship it. This is the most expensive hi fi product I have ever purchased even at the discounted price. However it is also the poorest transaction I have had for any hi fi product. I expect a lot more. On eBay this would be a bad transaction.

 

[stereosean]

One would expect more love from Marantz for their flagship product. At least they could double box it like the original unit. But then also somewhat reasonable to expect less than perfect unit.

As Peng noted, all about how you perceive value. If I recall price just went up, but there is probably a stock of old price units somewhere.

I bought my AV-10 for EUR 5K some 18 mos ago, was a demo in high end shop for 6 mos and quite happy with it. Was actually able to keep it for 2 mos and exchange for new unit when it ships but decided not to play any lottery. It was perfect unit in perfect condition and tested for 6 mos so did not see the upside case.

While these units are probably no longer in circulation, batch made in Sep 2022 had a number of faulty units causing random cracking sound is some channels and Marantz never came clean what the issue is, but obviously exchanged faulty units. So check the serial number.

The unit seems to be made after 2022.

 

[stereosean]

I should add the only reason I purchased the AV10 at this time was to avoid the prices increases as it is made in Japan.

FYI Marantz technical support takes about two weeks for responses (via email) if you even get one. You must start the process via the website chat that sometimes is not available. My first attempt was delayed a week as the websites chat was down. I could have called them but I did not. I don't have all day to deal with this.

 

[ieatfishburritos]

Sad to see this experience, but in general this situation is the reason I don't buy refurbished / recertified high end gear (at least in my funding range I consider AV10 to be high end). Possibly may consider refurb for the garage or such. You did accept the risk and it seems didn't understand all of the criteria for recertified gear (i.e. blemishes ok).

I've had one failed Denon AVR before and it took along time to get communications as well, and service was very slow..

 

[EWL5]

I do have the means to get an AV10 but I wouldn't buy refurb for such an expensive unit. A used sand wedge off eBay on the other hand...

 

[peng]

The return window of 30 days has closed. I had asked them to exchange the unit, but they responded with "Recertified products may contain minor cosmetic blemishes, but are inspected to be free from any cracks, dents or deep scratches." They did offer to have the unit sent to a service center to replace the button. That is what was suppose to occur before I received the unit. As the unit was shipped as I said in an old projector box with not much protection from NY to OR I am very hesitant to reship it. This is the most expensive hi fi product I have ever purchased even at the discounted price. However it is also the poorest transaction I have had for any hi fi product. I expect a lot more. On eBay this would be a bad transaction.

In that case you should send it to them to get the power button replaced/and make sure it is aligned correctly, and insist they double box it this time. You may want to request them to double check everything while it is in their hands. Misaligned power button is not blemishes that is reasonably expected to have on their recertified/refurbished unit.

If the button is replaced and aligned properly and the unit is fully operational, then it may still be a good buy, since you seemed okay with the price at the time.

 

[Toni71]

No refurb. 2024 model. New. Somewhat not alligned. Just to see if this happens more on units.

 

[ban25]

It's likely a captive button that slides within the faceplate housing. You could remove the faceplate to inspect from the back and determine if any plastic tabs are broken off. You could even replace the button with a brushed aluminum piece and it would look better than stock IMO.

 

[Toni71]

Thank you. Good information. For me personally, not a big deal. It is working fine. In a corner of a dark cinema. The older I get, the more time I want to spend on other things. Not the button. But thats just me. For such an expensive machine, it should be okay, I understand the topic starter.

 

[stereosean]

In that case you should send it to them to get the power button replaced/and make sure it is aligned correctly, and insist they double box it this time. You may want to request them to double check everything while it is in their hands. Misaligned power button is not blemishes that is reasonably expected to have on their recertified/refurbished unit.

If the button is replaced and aligned properly and the unit is fully operational, then it may still be a good buy, since you seemed okay with the price at the time.

I was wiling to live with the misaligned button. But not the indicator decal wearing off after a few days of use is terrible.

 

[stereosean]

It's likely a captive button that slides within the faceplate housing. You could remove the faceplate to inspect from the back and determine if any plastic tabs are broken off. You could even replace the button with a brushed aluminum piece and it would look better than stock IMO.

Then one year warranty would be void. It still works but in the next few months if it fails I want some coverage even if it is not that good. I am capable of replacing the button myself but I could not find one on eBay. It will be more difficult to sell it in the future with the decal coming off. Never seen that on a newer unit.

 

[peng]

I was wiling to live with the misaligned button. But not the indicator decal wearing off after a few days of use is terrible.

View attachment 463827

What indicator decal, is it part of the button? If it is then that's another reason to get that button replaced.

 

[stereosean]

Then one year warranty would be void. It still works but in the next few months if it fails I want some coverage even if it is not that good.

What indicator decal, is it part of the button? If it is then that's another reason to get that button replaced.

the decal on the on/off button (see above picture)

 

[peng]

the decal on the on/off button (see above picture)

That’s what I thought, so get it replaced and problem solved.

 

[stereosean]

My argument is that is should have been sent to be in a recertified condition therefore exchange the unit for one properly recertified. Sending a unit across the country again and back will put stress on the electronics. Especially when the original box and protections are not in place.