Originally Posted by nbrooks
An update with a lesson learned.
Warranty Service from Pioneer is practically none existent.
Around the beginning of March the unit started having problems with the SiriusXM function. I emailed Pioneer tech support and advised that I had performed the firmware update, but that the screen occasionally froze.
It took TechSupport 6 days to respond and advise me to perform the firmware update. I responded, telling them to look at my first email where I told them I'd already done that. Another 6 days and they tell me to take it into their authorized repair shop. Shortly thereafter the unit failed to recognize the Sirius Module so I contacted Sirius and they immediately shipped a replacement. The unit failed to recognize the replacement so I then took it into the repair facility on April 9th.
On April 21, the repair shop said they'd ordered a replacement XM board but they had no date when the board would be available and advised me to contact Pioneer for a replacement 5600BHS. I did so that same day and received a claim number and was told I'd be contacted within 48 hours.
There was no contact and I again emailed Pioneer and also contacted them via phone on April 29th was assured that the replacement would be shipped the next day and they'd give me a tracking number. (during this time I had also contacted the Consumer Business Alliance of Southern California who intervened but never received any response to their inquiries).
Not hearing from Pioneer on the 30th, I again contacted them on May 1, 2014 and finally received an email giving me a tracking number on May 2, 2014.
I guess I'm lucky because I found out that Pioneer will not honor warranties if you purchase their products through Amazon - now exactly how someone is supposed to know that is totally beyond me, because you don't actually see the warranty until you purchase the product.
If you have a problem with a unit purchased from an on line vendor or through Amazon - you should take advantage of Amazon's
return policies. If you rely on Pioneer you'll probably be without a working unit for a couple of months.
I was thinking of writing a letter to the President of Pioneer North America detailing my experience, then I did a little googling and found a website where employees can rate their companies. Pioneer North America apparently has some real problems since a downsizing in 2009. Employees report that sales take precedence over Customer Service. I've had problems with purchases before and with Toshiba for example - they shipped me a new unit immediately and took a credit card number to ensure that I'd send the defective unit back when I received the replacement. Sirius shipped me a new module within days of my request.
I'm not sure that I would have received any different treatment had I purchased the unit from one of Pioneers authorized distributors at a cost of nearly $100 more than the Amazon price.
That being said - when it was working it was great.