Onkyo Corporation

We apologize for the confusion. Mr. [redacted]s records have been found. Since the unit is still under the manufacturer's warranty we will arrange to have the receiver serviced under the terms of the warranty and returned to Mr. O'[redacted]. We will be in contact with Mr. O'[redacted] shortly to setup...

the repair process.

I would need the serial# of the unit and the name of the authorized service center the unit was taken to in order to investigate this complaint.

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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 2/6/15.
Regards,
[redacted]

The special services program covers the no audio issue however if there were additional issues with the product this would be excluded from the extended warranty. If the customer has proof of purchase showing the unit was purchased within the last 2 years from an authorized dealer then we will cover...

the additional repairs needed as well. According to our records the unit was sold to the dealer on 3/28/13 which would put it past the 2 year warranty however if the customer purchased the unit less than 2 years ago we will be more than happy to cover the repairs.

Mr. [redacted] has already been in contact with us and we are making arrangements to exchange his unit for a new product. Mr. [redacted] has accepted this solution with our apologies.?

Mr. [redacted] is claiming that we sent him a model TX-SR800 as a replacement for his damaged TX-NR809. Our records indicate that we shipped Mr. [redacted] a refurbished TX-NR828, serial # [redacted] on 5/12/15 and was delivered by FedEx on 5/14/15, tracking # [redacted]. It would be impossible...

for us to have shipped Mr. [redacted] a TX-SR800 since this model was discontinued 5/25/2005 and we have not had any in our system for many years. The TX-SR800, serial number #[redacted] that Mr. [redacted] claims we shipped him was sold to a dealer 11/25/2002 and there is no record of this unit ever having been returned to Onkyo. Since the dealer that the unit was sold to is in Mr. [redacted]'s vicinity possibly that is where the unit in question came from? It did not come from Onkyo.

The unit that the customer is complaining about (HTS3400) came with a 2-year manufacturer parts and labor warranty. The customer has cited that we "have decided to fix some units and not others" and the reason for this is that there was a particular part that was used in the manufacturing of some of...

our products (which we purchased from a 3rd party) that was deemed unreliable and would occasionally have an issue either during or after the 2-year warranty. Our company has decided to extend the warranty as a result of this sporadic but known issue and offer an accommodation to make the repairs at no cost to our consumers, standing behind our product 100%. The product this customer owns does not qualify for the special service program as it DOES NOT have the same parts that were used in the other models in which we were aware of the higher than average failure rate of the part in question. While we do appreciate our customers and value their business, we simply cannot extend our 2 year warranty on products that were not subject to an unusual or unacceptable failure rate. We still offer a trade in program for our customers across the board which allows the customer to buy a much newer model at a fraction of the retail cost by sending us their old model which we responsibly recycle and offering them a large discount on a wide variety of newer models (at approximately a 50% discount). In this particular case we believe the customer is mistaking his issue with one that others with a different product have experienced. Our experience with the internet has been an unpleasant one in which every single model we have ever manufactured has been somehow categorized as one with having the same issue which is simply not the case. We have stood by behind our customers that have had this unfortunate experience and continue to stand behind ALL of our customers by offering the trade in program which is unique in our business.

I have contacted the customer via e-mail, due to a clerical error on our behalf there was a delay in processing the shipment of the return materials/prepaid label. We have decided to have the unit brought directly to our facility for evaluation as opposed to a regional service center to eliminate any further delay in resolving the issue for the customer.We are waiting for confirmation / reply from the customer as to acceptance of our offer for resolution.

[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.
Regards,
[redacted]

I have been in contact with the business and resolved the issue

Based on the purchase date the unit is out of the manufacturer's 2=year warranty period. We will contact the customer to see about a warranty accommodation. There will not be any exchange.

Complaint: [redacted]
I am rejecting this response because: S[redacted]
Regards,
[redacted]

The issue is still with the video card in a certain computer as the one with the new card works through the receiver, as well as all other video sources plugged into the receiver that are working fine. This is obviously some interaction issue with the video card being used from different computers as other video sources work perfectly through the receiver, establishing that the receiver is not the issue. We cannot be responsible for other manufacturers video cards not working with our product.

FedEx Management has visited our site and has approved a claim to pay for the customer unit despite the fact that they have a signature and originally denied the claim. We are waiting for the payment from FedEx and will be shipping the replacement to the customers work address to avoid any further complication

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]

I am rejecting this response because:
Ipaid over $1000 for this unitOnkyo is suppose to be the best...

that's why I purchase from onkyoI'm not going to waste over $1000 every 2 yrsIf this is the case I'm going to scrap this receiver and buy from someone else else And never buy onkyo againReading around the forums this is an issue with all 808 
Regards,

[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:Funny they have stock on the unit now but not when I contacted them.
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,
[redacted]

The customer would need to call our parts department directly @ [redacted] (follow the prompts for parts). This direct # will allow the customer to avoid waiting on hold on the toll free support line which is typically very busy during hours of operation. The remote control part number for the [redacted] and the cost of the remote would be $20.00 plus applicable freight charges.

Complaint: [redacted]
I am rejecting this response because:1. Onkyo states the issue being the same is NOT POSSIBLE. My current sound loss is similar to the issue that requires a recall, Onkyo cannot state it is different without troubleshooting the unit in question.2.  "The customer has the option of trading in his unit for a newer refurbished model at a discounted price". There is essentially no discount being offered. Per the attached, I would be DOWNGRADING to one of the offered USED units (7.2 channels vs 9.2 channels) AND paying more (with the cost of an additional 2 years of warranty) versus a NEW unit from an AUTHORIZED reseller of Onkyo products for which I would NOT have to ship my old unit back ($50 cost to me).Onkyo is not standing by their workmanship and is offering a ludacris solution to my problem. I continue to demand the warranty be honored and Onkyo replace my unit at no cost.
Regards,
[redacted]

We would need the serial# of the unit in order to do a service history search in order to proceed with this case. Currently there is no record of the customer logged in our CRM database by phone# or name provided.