All support
HDJ-X5 headphones - free product exchange
As reported on 17th October 2017, we previously discovered an issue with the Slider End Cap on our HDJ-X5-K and HDJ-X5-S over-ear DJ headphones that could potentially cause certain parts to come loose. At the time, we stopped selling all HDJ-X5-K and HDJ-X5-S headphones and offered customers a refund or free upgrade.
We've since modified the product to replace the Slider End Cap which has fixed the problem and the headphones are now back on sale. Once again, we apologise for any inconvenience this issue might have caused you and we thank you for your continued support.
To ensure your HDJ-X5 headphones are equipped with the new, updated Slider End Cap, please inspect them.
Recognising the faulty Slider End Cap
Improved HDJ-X5-K and HDJ-X5-S models can be identified by a small bump on the left Slider End Cap under the ‘L’ print (see picture below). If your headphones don’t have the bump, they’re an original model and you should contact your dealer or retailer. We’re confident you’ll enjoy your new and improved HDJ-X5-K / S headphones and we apologise for any inconvenience caused.
Affected models
HDJ-X5-K and HDJ-X5-S
How to identify the model
The model name is displayed on the inner side of the Slider End Cap.
Additional Information
If you have any questions on this issue, please contact the Warranty and Service team at 800-782-7210 or visit: www.pioneerelectronics.com/PUSA/AboutPioneer/Contact+Us
Note: As of 1st April 2018, we no longer offer refunds or upgrades in response to this issue.
DDJ-SX3 controller - free inspection and repair
We've identified an issue in some DDJ-SX3 controllers which can cause the audio output to freeze or make all the unit's LED lights switch off.
All affected DDJ-SX3 controllers will be examined and repaired free of charge at an authorized Pioneer DJ repair center.
Find out how to tell if your controller is affected by this issue, plus details of how to contact us, below.
We'd like to thank you for your continued support for our products and we're sorry for the inconvenience caused by this issue.
Affected model
DDJ-SX3 performance DJ controller
How to identify the affected model
Use the packing box and actual product to check if your controller is affected.
The affected units do not have a black dot beside the bar code, below the serial number on the box and the product itself. If your box looks like this, please contact us via the phone number or web address below.
If your barcode has a black dot beside it, your controller isn't affected so no repair is needed.
Arrange your free inspection and repair
Please contact the Warranty and Service team via the number below or visit pioneerdj.com/en/support/contact/.
- US +1 800-782-7210
- CANADA +1 888-856-1919
For the customer living in US
If your DDJ-SX3 does not have a black dot next to the serial number, please contact our Warranty and Service Department at (800) 782-7210 (Monday – Friday, 7:30 AM – 4:00 PM Pacific time) or contact us online at https://www.pioneerelectronics.com/PUSA/AboutPioneer/Contact+Us.
We will be happy to provide a prepaid, preaddressed FedEx shipping label for return of your unit to Pioneer DJ to have the necessary corrective service performed and the updated unit returned to you via FedEx overnight shipment. You can also create your own factory service ticket and prepaid shipping label by contacting us at https://parts.pioneerelectronics.com/repair/ and following the instructions provided.
RB-VD1 Control Vinyl - replacement product
We've discovered that some pieces of RB-VD1 Control Vinyl for rekordbox dvs released after September 2017 have been suffering from a fault.
When you use the specific location on the side A of the vinyl highlighted yellow dashes in the picture, the sound played by the DJ application may be distorted (e.g., sound fluctuating, pitch fluctuating, sound loss, etc.).
We will exchange all affected products with new RB-VD1 Control Vinyl. Find out how to tell if your vinyl is affected by this issue, plus details of how to contact us, below.
We're grateful for your continued support for our products and we're sorry for the inconvenience caused by this.
Affected models
- rekordbox dvs Control Vinyl
- RB-VD1-K (Black)
- RB-VD1-CB (Blue)
- RB-VD1-CR (Red)
How to identify affected vinyl
Check the relevant number imprinted on the surface of the vinyl's side A.
The product number (e.g. RB-VD1) and the relevant number are imprinted in random places on the inner circumference.
If the relevant number is any number other than 22, your vinyl is unaffected by this issue and doesn't need to be replaced.
If the relevant number is 22, your vinyl is affected. Please contact us to have it replaced.
Please contact the Warranty and Service team via the number below or visit pioneerdj.com/en/support/contact/.
- US +1 800-782-7210
- CANADA +1 888-856-1919