Frequenty Asked Questions
Below is a list of just a few common questions, should you require any further information, please contact us.
Who are Videotec?
How do I send you my unit for repair?
What units do you repair?
What do I need to include in the box with my unit?
Do I get my old parts back when my unit has been repaired?
How do I check the firmware version in my unit?
What is the latest firmware for my unit?
I've seen cheap Pioneer CDJ players on online auctions from abroad, is it a good
buy?
Can you modify my American/Japanese unit to UK spec?
Do you supply spare parts?
I've spilt a drink over my unit, can you repair it?
I've tried to fix the unit myself and it still doesn't work, can I send it to
you?
How much will it cost to fix my unit?
How long does it take to get my unit repaired?
Can you do repairs on the spot if I bring my unit in myself?
Who are Videotec?
Videotec specialise in the repairs of Pioneer DJ equipment, and are an
Authorised Service Centre (ASC) for Pioneer.
We have been in business for over 30 years, initially providing sales
and service to domestic brown goods, and then later to the servicing and
modifications to high-end home cinema equipment. This background gives us a wealth of knowledge in high-end audio/visual equipment.
How do I send you my unit for repair?
We undertake repairs under two separate schemes, for units which malfunction
within the first 12 months of ownership we can repair these units free of charge,
under the conditions of Pioneers' manufacturers warranty.
The second option is under a chargeable basis, this is for units which are
more than 12 months old or due to faults which are not covered by the
manufacturers warranty such as accidental damage. We will provide you with a
written estimate explaining the work required to the unit and the costs involved.
Should you wish to proceed with the repair after receiving your estimate, the
cost of the estimate fee will be deducted from your final bill.
To have us look at your unit, all you need to do is fill in our online web form with your details, and for
under warranty jobs include a valid proof of purchase in the box, such as a copy
of your receipt given to you by your dealer. This MUST be included for us to
proceed with under warranty repairs. Or a cheque or bank transfer payment covering our
estimate fee for chargeable jobs.
Please ensure all items sent to us are securely packaged, preferably in the
original cardboard carton as this provides the best level of protection, we
strongly advise you to not send units to us for repair in flight cases, as these
vastly increase the overall weight and generally do not provide as good protection from being dropped as the
original soft packaging.
Also please ensure that your RA (Returns Authorisation) number is clearly marked on the
outside of the box. And that any proof of purchase or estimate fee payments
are included inside.
What units do you repair?
We can repair any DJ product (excluding headphones) manufactured by Pioneer. Please contact us if you would like to confirm that your specific model can be repaired.
What do I need to include in the box with my unit?
We do not require any accessories with the unit (unless these are relevant to the fault). But please remember to include either a copy of valid proof of purchase for under warranty repairs, or a cheque made payable to "Videotec" covering the
estimate fee for chargeable units, this payment can also be paid via a bank transfer if prefered.
Do I get my old parts back when my unit has been repaired?
Yes, wherever possible all old parts are returned with the unit for chargeable repairs.
How do I check the firmware version in my unit?
To check which firmware version your CDJ player is currently running, simply turn
on the unit and hold down the 'reloop/exit' button for ten seconds, the firmware
version is then shown in the top display. To return the unit to normal, simply
switch the unit off and then on again. Note: Some newer players show the firmware version numbers in the "Utility" menu. DJ Controllers usually require a separate firmware utility running on a PC or Mac connected to the controller, please see Pioneer DJ for further details.
What is the latest firmware for my unit?
Please refer to Pioneer's website for the latest version information regarding firmware.
I've seen cheap Pioneer CDJ players on online auctions from abroad, is it a
good buy?
Videotec do not recommend these units for use in the UK. They are not covered
under warranty by Pioneer GB, they are not CE marked and may have different
specifications to UK models. Not to mention the fact they have different
operating voltages, meaning you will have to carry round a separate transformer.
Videotec always recommend you to only purchase UK spec models from authorised
dealers.
Can you modify my foreign unit to UK spec?
No, we cannot alter the specification of these units, regardless of what parts we change, the unit as
a whole is still not CE approved, and therefore we do not undertake this
procedure. We can however repair these units.
Do you supply spare parts?
No, due to the risks of unqualified personnel attempting repairs which could
damage the unit and or themselves and the complex nature of the products we do
not supply spare parts. We can however supply small 'cosmetic' parts such as
knobs. Please contact us with your enquiries.
I've spilt a drink over my unit, can you repair it?
Yes, although this usually increases the overall costs depending on the level of
damage caused.
I've tried to fix the unit myself and it still doesn't work, can I send it to
you?
We do not undertake any repairs to units which are not in "as manufactured
condition" due to the increased levels of time required to amend any problems
arising from unqualified personnel attempting to service the unit.
How much will it cost to fix my unit?
The costs for repairs vary dependant on the nature of the faults and parts required, our scale of charges can be found on the service page, the average labour time is usually between one and three hours.
How long does it take to get my unit repaired?
We generally process all repairs on the same day the unit arrives,
depending on how quickly you respond to the estimate and make the payment, any parts required which we do not carry in stock are normally available from Pioneer (Japan) within 4-5 business days. All of our chargeable repairs are
despatched by courier on a next day service. However, due to the value of the
equipment we do not send out on a Friday, as this means the unit would be stored in
a warehouse over the weekend. Most repairs are completed within 3-5 working days.
Can you do repairs on the spot if I bring my unit in myself?
We can only accept repairs that have been booked online prior to receiving
the unit, you may bring the unit to us by hand so long as you have your RA number
which you will be given once our online web form has been completed.
