Terrible Customer Service
My DDJ 1000 SRT which is less than six months old started having a problem freezing mid song. The jog wheels become unresponsive and the only way to regain use is to shut down the program or unplug the controler. I reinstalled the drivers and analyzed my entire library in serato. It continues to have the same issue. I sent it in for repair on March 2nd and was told the part was on back order with no time table for delivery. This is unacceptable, I have gigs I have had to cancel and additional gigs I have had to turn down because I have no time table for my deck to be returned. Every time I call customer service they take my same information and say someone will get back to me within 48 hours. This deck was 1299.00 and it is sitting in a warranty repair center and I can't get anyone on the phone to discuss my issue. I have requested a phone call multiple times.
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Official comment
Roosevelt,
You have a ticket open with our support team, and your controller is already at a service centre. Due to the pandemic we were already suffering a shortage of parts for the DDJ-1000SRT, never mind delays in shipping. We recently experienced another setback when there was a fire at the warehouse in Malaysia.
No, we don't have a timeline for the parts availability but we know there are some on the way, and your patience is appreciated.
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