Marantz Recertified AV10 Issues?

[DVDdoug]

Are you sure you were dealing with the real Marantz? Sometimes "factory refurbished" or "factory re-certified" mean's Bob's factory.

 

[Haflermichi]

I'm sorry but I feel your expectations are unrealistic. If the product was clearly advertised as "refurbished" it's the buyers responsibility to understand exactly what that may imply, and accept the risk. Cosmetic aspects are just that. Cosmetic. If this is not acceptable your alternative is to purchase a new product.
However expensive it may be, it's a commodity product. A used commodity product.
Apparently the misalignment of the button is not uncommon regardless of the products elite marketing position.
But the printed marking on the switch is inconsequential to the actual function of the switch. If the switch works that is usually the extent of factory testing...
It's not realistic to expect a company to bend over backwards and cover shipping, repairs, retesting etc. on a product clearly presented as "refurbished" ie: NOT NEW.
You accepted those terms at purchase.
If the marking on the switch is so unacceptable you could conceivably remove the rest of it with a pencil eraser making it look, at least, uniform.
The switch doesn't need the marking. You're not ever going to wonder what the switch does, right?
I sympathize with you but you may have to lower your expectations. Or simply pay more.

 

[stereosean]

Are you sure you were dealing with the real Marantz? Sometimes "factory refurbished" or "factory re-certified" mean's Bob's

Shockingly Yes. Below is the link I ordered from. I am aware of other dealers that sell refurbished etc. I purposely avoided those companies to avoid the outcome I am experiencing.

https://www.marantz.com/en-us/categ..._VRe4sifxGff11CgWv0dNDEylHBYxandhzGbYT8CflHVt

Note the message on the website.

“Skilled technicians verify a long list of cosmetic and technical attributes to ensure they meet factory specifications”

 

[stereosean]

I'm sorry but I feel your expectations are unrealistic. If the product was clearly advertised as "refurbished" it's the buyers responsibility to understand exactly what that may imply, and accept the risk. Cosmetic aspects are just that. Cosmetic. If this is not acceptable your alternative is to purchase a new product.
However expensive it may be, it's a commodity product. A used commodity product.
Apparently the misalignment of the button is not uncommon regardless of the products elite marketing position.
But the printed marking on the switch is inconsequential to the actual function of the switch. If the switch works that is usually the extent of factory testing...
It's not realistic to expect a company to bend over backwards and cover shipping, repairs, retesting etc. on a product clearly presented as "refurbished" ie: NOT NEW.
You accepted those terms at purchase.
If the marking on the switch is so unacceptable you could conceivably remove the rest of it with a pencil eraser making it look, at least, uniform.
The switch doesn't need the marking. You're not ever going to wonder what the switch does, right?
I sympathize with you but you may have to lower your expectations. Or simply pay more.

From where I am standing I want to get what I paid for discounted or not. I did not pay for a cosmetically damaged product. The marantz recertified website clearly makes the following statement.

“Skilled technicians verify a long list of cosmetic and technical attributes to ensure they meet factory specifications”

I think it is reasonable to say the on/off button does not meet the “cosmetic” “factory specifications” promised with this purchase of this unit directly from Marantz.

 

[ieatfishburritos]

Shockingly Yes. Below is the link I ordered from. I am aware of other dealers that sell refurbished etc. I purposely avoided those companies to avoid the outcome I am experiencing.

https://www.marantz.com/en-us/categ..._VRe4sifxGff11CgWv0dNDEylHBYxandhzGbYT8CflHVt

Note the message on the website.

“Skilled technicians verify a long list of cosmetic and technical attributes to ensure they meet factory specifications”

Ok if this was ordered directly from Marantz as noted, I tend to support your concerns based on their current webpage:

They specifically note that cosmetic concerns are addressed, and I would consider the missing power button marking a major cosmetic imperfection, where as a minor portion of missing power button could be a minor cosmetic imperfection. It is presented that these are going to be meticulously refurburbished and that isn't what you experienced. I think you have a strong case.

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Recertification in Detail​

Now and then, Marantz products are returned to us. These products undergo a rigorous inspection and recertification process before entering our Marantz Recertified resale program. Skilled technicians verify a long list of cosmetic and technical attributes to ensure they meet factory specifications, and each is backed by a one-year limited warranty.



Please note: Products are not available year-round, and they go quickly.​

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When products are returned to us, the extensive Recertification process begins with a detailed cosmetic and electrical evaluation. Units are examined for dents, scratches, and broken parts. Many times, no faults are found.​

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After the inspection is complete, parts with major cosmetic imperfections are replaced (minor imperfections may remain). Then, a complete performance evaluation begins, including power, LED functionality, performance characteristics, all menu options, remote functionality, and more.​

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In the rare instance of a functional failure, Marantz-certified parts are used to repair the unit. Each unit is tested to ensure it delivers our world-renowned sound quality before it earns the Marantz Recertified seal. Rest assured, all Recertified products meet factory specifications and come complete with a 30-day return policy and one-year limited warranty.​

All Marantz Recertified Products Have​

FREE DELIVERY

30-DAY RETURNS

1-YEAR WARRANTY

EXQUISITE DESIGN

HAND TUNED COMPONENTS

MASTERFUL ENGINEERING​

 

[stereosean]

Not a big deal but the photos of the recertification process do not appear to be United Radio in Syracuse NY where the AV10 I received was shipped from.

 

[EWL5]

@seanhyatt, I think most are sympathetic to your cause but letting the period to return the product lapse despite being unhappy is on you, man.

Demand satisfaction as life's too short to dwell on "shoulda, woulda, coulda". Hopefully this experience informs your future purchases for any type of product!

 

[peng]

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.

I think you won the argument but the fact is what is it now, that the power button is not correctly aligned and the decal worn off. So if that doesn't bother you then just enjoy the unit. If it does, then it is up to you to request that they send you a box so you can return it double boxed, and remind them to double box it as well once they got it fixed and send the unit back to you. Again, imo they did not do it right but the only thing you can do is complain, and have them rectify the situation, or just accept it and enjoy the music/movies.

 

[EWL5]

I think you won the argument but the fact is what is it now, that the power button is not correctly aligned and the decal worn off. So if that doesn't bother you then just enjoy the unit. If it does, then it is up to you to request that they send you a box so you can return it double boxed, and remind them to double box it as well once they got it fixed and send the unit back to you. Again, imo they did not do it right but the only thing you can do is complain, and have them rectify the situation, or just accept it and enjoy the music/movies.

Problem is the 30-day return period has already passed. Marantz can just turn it around and say that he caused the issue and should pay out of pocket.

 

[stereosean]

I had tried to contact them numerous times within the 30 day period for an exchange. First attempt chat down, second attempt no answer to enquiry. Third attempt send it back to service. Requested exchange again reply was checking with someone higher up to implement exchange. Each inquiry response time was about two weeks. Each time sending pictures of the unit.

At this point I would be happy with just a new on/off switch and install it after the one year warranty expires.

At some point I will sell this unit and with a on/off switch in that condition the resale value is affected.

This is about getting what you paid for and money.

 

[Oddball]

This seems like overall a really bad experience and does not look like Marantz even cares about what their refurbished products are like.

Probably a better way too get cheaper units is to get the demos form local dealer. Those will be clean, tested and cheaper. Most dealers will likely want to do the trade if the unit is relatively fresh. After 3 years of demos, not sure if I would take mine.

 

[stereosean]

If anything hopefully these posts can help people make a better choice where they purchase from.

 

[EWL5]

It's just a sign of the times. Marantz makes a killing off new products. When folks return their products for whatever reason, Marantz can still make a killing off refurbished, open box, etc.

I'm not a fan of "mystery conditions". If I'm buying used, I'd buy from Best Buy open box because at least I can see the condition before I leave the store!

 

[stereosean]

Update: Marantz has authorized an exchange! With this stipulation "Please pack the unit securely, as we are not responsible for any shipping damage."

I will photograph the unit in the box that the item was received with the original packing material and send it back to United Radio is Syracuse NY today.

Thanks everyone who participated in the forum. Many of the points made in this thread aided me in my arguments with Marantz. I will update when I receive a new recertified unit.

 

[EWL5]

Keep us posted!

 

[Oddball]

Update: Marantz has authorized an exchange! With this stipulation "Please pack the unit securely, as we are not responsible for any shipping damage."

I will photograph the unit in the box that the item was received with the original packing material and send it back to United Radio is Syracuse NY today.

Thanks everyone who participated in the forum. Many of the points made in this thread aided me in my arguments with Marantz. I will update when I receive a new recertified unit.

Given their warning about the shipping damage, I would invest in a double box. Better than arguing with them about any potential shipping damage and should not cost much. They might not deserve it, but sometimes better to be practical and avoid confrontation if cost is low.

 

[stereosean]

Given their warning about the shipping damage, I would invest in a double box. Better than arguing with them about any potential shipping damage and should not cost much. They might not deserve it, but sometimes better to be practical and avoid confrontation if cost is low.

Your right. I will double box.

 

[kyuu]

I have to say I wouldn't have any issue receiving a "recertified" product with such a minor imperfection. The process as detailed in the Marantz advertisement posted abvoe pretty well shows that this isn't an issue that would be corrected during the recertification process.

When products are returned to us, the extensive Recertification process begins with a detailed cosmetic and electrical evaluation. Units are examined for dents, scratches, and broken parts.

The button's condition doesn't qualify as a dent, scratch, or broken part.

After the inspection is complete, parts with major cosmetic imperfections are replaced (minor imperfections may remain).

The button seems like it would qualify as a minor imperfection.

Expecting to receive a discounted product listed as recertified, open-box, or other not new-in-box in completely pristine condition is unreasonable it seems to me. If pristine is your expectation, then pony up for the new-in-box.

 

[peng]

I have to say I wouldn't have any issue receiving a "recertified" product with such a minor imperfection. The process as detailed in the Marantz advertisement posted abvoe pretty well shows that this isn't an issue that would be corrected during the recertification process.

The button's condition doesn't qualify as a dent, scratch, or broken part.

The button seems like it would qualify as a minor imperfection.

Expecting to receive a discounted product listed as recertified, open-box, or other not new-in-box in completely pristine condition is unreasonable it seems to me. If pristine is your expectation, then pony up for the new-in-box.

Sounds reasonable, fair, and legit, but I am sure many will disagree base of the fact that this is real flagship class product and that there has to be a reason why the power button is so visually misaligned. On used devices, dents and scratches are not uncommon, but I am also sure that most people have not experienced their devices power buttons misaligned that much, and many people who have experienced power buttons misaligned to the point they can be easily noticed just visually by eyes, might wonder what caused the misalignment in the first place; and that might be what bothered them most because that kind of imperfection is not expected from a manufacturer who seems to pride themselves a lot on build quality. The discoloration part may be caused by the someone trying to clean it with the wrong kind of stuff so that is a little easier to imagine. People can debate this forever, and again, I have to agree with your points objectively speaking, just that I happen to feel sorry for the OP, when human factors are considered.

The part "parts with major cosmetic imperfections are replaced (minor imperfections may remain)." would reasonably lead to potential owners to feel, and hope that requests could be made to Marantz for them to consider the misalign/discolor decal button be addressed, one reason being that, "major", and "minor" are somewhat subjective by nature, what one considers as minor, may not be that minor to others. Again, not disagreeing with your point at all, just feel that it is reasonable for the OP to expect some room to negotiate with Marantz and that Marantz might exercise discretion, be a little more flexible.

 

[stereosean]

Marantz has had my recertified AV10 for 17days. They told me the exchange process would take 7 days to process and send me out a new recertified av10. No response to my inquiry early last week. very strange.

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Once that defective set is received and inspected at our facility, then the replacement will be released. The processing time at the facility could take up to 7 days. Please let us know if you have any questions

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