Onkyo Corporation

If the unit was a new unit and the date of purchase is correct then the unit is still in warranty and needs to be sent to a service centerWithout a model and serial number we cannot respond further

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if I get the replacement by 6pm on 2/6/ Regards, [redacted] ***

Mr*** has been provided the link to the special repair program for his unitOnce he registers his unit on the site he will be sent a box, packing material and a prepaid return label to have his unit shipped to a special service center for service and return at no charge

Technical support has been provided by our Customer Support groupIssues appears to have been resolved after settings were adjusted

DrK*** has been advised that I can assist him but he refused to speak with me or provide any detailsAfter researching with our social media specialist it was determined that DrK*** contacted us via our support website on 3/27/at 8:15pm and was responded to on 3/29/at 4:pm with
the link to our support program that is handling the no charge repair of products with his symptomsI have checked the system and determined that DrK*** has completed the request for the special program on 3/30/and that a box and packing is scheduled to be shipped to him today, 3/31/DrK*** can return to the same web link to obtain status updates at any timeHe has now also been contacted by our Customer Support team by email and again been advised that the program will be sending out a box, packing material and a prepaid label to return the unit for repair and returnWe apologize if DrK*** has been unable to speak with anyone in Customer Support but on the two occasions I have been on the phone with him he has refused my assistance and only demanded to speak with the company president.Service support is my responsibility and I am more than willing to assist DrK*** if he should need additional support

We are retrieving the *** from the service center and will be processing for an exchange to a new *** once the *** is received here

I am rejecting this response because:There are several other consumers on Onkyo forum who have complained about flickering with 1080pIt is clearly a case of
mis-advertising.I do not want to accept repair since I will need to bear the work and cost of shipping this heavy unit to a remote locationIn addition, I will have a non-working TV setup without a loaner for AV Receiver.There are no local repair facilities for Onkyo in Northern CaliforniaHence, the repair option does not workGiven that this is an issue in the product due to mis-advertising, I should be given a refund instead which will allow me to buy a different model for AV Receiver

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***

Onkyo has agreed to exchange my Defective Onkyo NR TX with a brand new receiver, a model year newer with a full Year factory warranty as of this date ) 01-05-.This satisfies my complaint in full.Please be advised Mr*** was very ***ative and helpful in this resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution, pending contact and exchange of the amplifier, is acceptable to me.   
Regards,
[redacted] O[redacted]

We have made multiple attempts to assist this customer, however the customer is unwilling to follow the steps necessary to resolve the issue. The customer has also left voice messages to management using vulgar and profane language which is not tolerated or acceptable. Based upon further...

investigation and researching the previous calls to our tech support line, it is evident that the customer has an issue which may potentially lie outside of the equipment that he purchased from us, however he is unwilling to accept the professional assistance we are offering to isolate the issue and correct it. The customer had recently sent the unit to one of our authorized service centers where it was tested to factory specification and working normally. We have offered to help the customer by bringing the unit here, however he did originally provide the incorrect serial# which delayed us from initiating the return (which is not part of the warranty coverage, however we were making an exception to help him). Since the customer decided to use profanity and was acting unreasonable we did further research to substantiate that the issue is most likely environmental or connections/settings related and we will need to have the customer go through the proper steps before taking any further action. If the customer is unwilling to accept our help it will be impossible for us to assist him further. If the harassing and vulgar phone calls continue we will terminate all contact with the customer and be forced to cease any continued support for him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,

I am rejecting this response because:Mr. [redacted]l is in fact the problem; he cannot therefor be the solution. He obviously hasn't a clue. Moreover had he done his job for the preceding 61 days I more then likely would not feel like I was actually the victim of a strong-arm robbery, as I do.My words written to initiate the complaint(s) are and were factually correct. I have not even had the item (Serial Number - [redacted] Model: SKW-204) since sending it back to the manufacturer on June 19th 2015 {FEDEX Tracking Number: [redacted]}. Mr. [redacted]l states facts which CANNOT be evidenced at all. First he has no proof [ie: tracking number] that the item was EVER returned to me, and, that the SKW-204 was ever repaired.Mr. [redacted]l states "according to the customer the repair was not successful" the item was NEVER repaired (after 65 days the item was never repair never mind ever returned to the person who purchased it (unfortunately).Needless to say after having my paid for unit for >65 days Onkyo never contacted me why would they as evidenced they already had the serial number, moreover they still had the $110.00 defective unit (as evidenced by the attachments). Mr. [redacted]l goes on to say "At this point the customer told us to "throw the unit in the trash"..... think for a second Mr. [redacted]l just stated the customer had the unit "the repair was not successful, and upon return from the service center needed to go back"... Mr. [redacted]l better get his stories straight as I am in the process of contacting Tokyo.The customer has spent more then Mr. [redacted]l makes in a month on Onkyo Products the several are likened unto the defective sub-woofer and if all I get for my money is 47 days of usage and the right to inform others of my dissatisfaction well then that is part of being American. Thanks for the additional evidence(s) supporting my contentions of the inability of Onkyo USA to perform in a manner consistent with those of the Company/Corporate Charter.So after >65 days and NO repairs it appears I have been out rightly robbed by the same company that produced the defective item I purchased from their retailer. Again I am seeking a full refund

If the unit was a new unit and the date of purchase is correct then the unit is still in warranty and needs to be sent to a service center. Without a model and serial number we cannot respond further.

Complaint: [redacted]
I am rejecting this response because:
I have called this number and have yet to speak with someone. I just called it yet again, followed the proper prompts, a woman answered and said she was forwarding me to the parts department. She then forwarded my call to the 1-800 number I have also called and then I just get disconnected. Why has no one ever responded to my emails. If I can just buy the remote that is all I need. 
Regards,
[redacted]

The information supplied by the customer that the issue he has experienced is related to the one covered under our special service program is totally incorrect and unsubstantiated. There are many misleading posts and blogs on the internet by people who somehow feel that 4-10 year old products that were abused or misused (water damaged, improperly driven or connected, installed and used incorrectly, etc.) and that do not have manufacturing defects, should be covered by our company. These are the people that have posted incorrect information on the web and that have tried to tarnish our reputation stating that we produce poor quality /poorly made products. Fortunately for our company this is not the case as we have been making quality products for close to 70 years, and we rely on and appreciate the customers that know the quality and reputation of our brand, and those consumers realize that we have stood behind our products including the unfortunate struggles with 1 faulty chip-set. Unfortunately for this customer the unit he owns does not fall under our special services program regardless of what is posted on the internet, it simply does not have the parts included that are used during the manufacturing process. The unit in question is 2 years past the 2 year warranty and cannot be covered therein.We will be considering this case closed regardless of future rejection of our previous offers to assist the customer with our trade in program as they feel it is not the true value offer that it certainly is (according to and based upon the success of the program). No other company in our industry offers to buy back used equipment giving 50% credit towards the purchase of a newer model.

This unit needs to come to our corporate headquarters for a technical evaluation before any further steps can be taken. Someone will be contacting the customer shortly to arrange for a box and label to be sent to the customer to retrieve the unit  to be brought here to NJ.

We are sorry for the issues encountered regarding the rebate. The problem occurred when the unit was sent in for service and then changed to rebate. The problem has been identified and a rebate check will be processed shortly.

Contacted the customer via phone to resolve the issue. Will be in contact with the service center and the customer directly to assure this matter is resolved accordingly.