Onkyo Corporation

Refunds MUST happen at the point of purchase as explained to this customer - he must go back to where he purchased from in order to achieve this. Our system is simply incapable of generating a refund to a person or company in which we did not sell to. Secondly the unit was tested to factory...

specification and was working accordingly. The issue lies with the computer video card that the customer is trying to pass a 4K signal from. When we tested this unit with a 4K source it worked flawlessly which substantiates the unit is not malfunctioning, and therefore we cannot repair what is not broken. In fact, the customer even knows this as they have indicated there is "only an issue with the computer that he just bought parts for" and no other source is having an issue. Unfortunately there truly is nothing we can do for this customer as there is nothing wrong with our product and we did not sell it to them....

Complaint: [redacted]
I am rejecting this response because:Onkyo inc is one company. Onkyo is the parent group which has multiple subsidies globally.The email address you mentioned is of no use I have sent multiple mails on this id with no response at all. As you all member of one parent company you should forward the complaint to concerned department and get it sorted.May be you can write a mail on the id you provided to me and get it resolved.
Regards,
[redacted]

Tell us why here...It is the responsibility of the consumer to report any failure of the product during the warranty period in order to receive warranty coverage. To see if a one time warranty consideration can be made in this case the customer will need to call our warranty department at 2[redacted] option 4 and ask for warranty admin.

The response only quoted facts, we have the documentation to support the response that was submitted.

We do not require our customers to register their products to receive setup assistance. Customers can go to our website which for Canada is [redacted] and under the Support tab you can request a call back or send us an email of the support question. In addition, we provide a 24/7 800 number;...

###-###-####, for our Product Support Group where you can speak to an agent.We will have one of our reps respond to your complaint/question via email as requested.

The customer is stating they purchased a Panasonic product, Onkyo is not affiliated with Panasonic in any way. The model # in question does imply that it would be a Pioneer model, in order to better assist we would need to know which service center is handling the repairs on the unit. Our...

records indicate that parts are available for this unit as it is a current model so we will need to know which service center and when it was brought in for service. Warranty is for repair only unless repairs cannot be made in which case we would offer a replacement through the service center.

[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. Despite this being some of the worst customer service I have ever received. This will be my last Onkyo product. We had to submit a claim with the Revdex.com and file a police report for you guys to do anything.
Regards,
[redacted]

The customer had not initially provided the requested information to properly investigate the claim, therefore we were relying on information provided by a third party, I:E the service center where the unit was retrieved from the customer and delivered to. Unfortunately they made an error and the wrong information was given to us on our initial correspondence since they were going by incomplete information. I have explained to Mr. [redacted] that since the product was not purchased from us directly that refunds are not an option, as they would only be available from the company from which he purchased from. However, I have also taken into consideration the unusual and unfortunate situation the customer has experienced. Since parts that are needed to make the repairs on his unit have been back-ordered and although they will be available in about a week, I feel the customer has been inconvenienced with the time he has been without his unit. That said I am requesting that the customer be given special consideration, and that a one-time accommodation be made giving us the authority to submit a refund request through our credit department. This will take a few days for us to get resolved as it is not typically an option we have, and needs to be done outside of our standard processes. This would also need to be approved by senior management, to whom I have made aware of the unique circumstances and given my consent to.

We understand the concern on behalf of the customer, however since the issue is one of an electrical nature ultimately the unit will need to be evaluated at an authorized regional Onkyo service facility to determine the cause of the reported failure. There the cause can be discovered and to...

ensure that nothing environmental or of an outside nature has caused the reported failure (and to possibly prevent further incident) we can then determine the best course of action to follow. Our company in it's long history has always followed UL safety standards and we have never had a single case of any of our products causing a fire. Our written warranty policy states that the customer is responsible to get the unit to a service center should any repairs or evaluation be deemed necessary, however in this unique case the company is more than willing to provide a return shipping label (and box if the original is no longer accessible or in usable condition) to cover the costs and get the unit securely to the proper facility to be evaluated.

The HTR990 does qualify for the special services program, however since this was purchased as a package the serial# sometimes has issues populating through the automated system. This can be resolved by calling and having the serial# manually entered on our side. There was an issue with getting...

through to our support team as our phone system was being changed over to a brand new system. If the customer calls us between 9am EST and 8pm EST we will be able to assist get the issue resolved 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.

We have been in contact with Mr. [redacted] and have arranged to ship the unit back at no charge for additional service.

Its stated that the problem is with the computer. I find this hard to believe when I have tested many different computers and have the same issue. The only computer that can output 1080P without issue is the one with the new video card. Now that computer shutters when you change the resolution to 4K 30 Hz. None of these problems are present when I bypass the receiver and hook the computer directly to the TV. If the computer is truly the issue why aren't the problems present when I bypass your product.

The unit in question is covered under a 2 year parts and labor warranty. There is no record of this customer contacting our call center. The customer simply needs to take the unit to the nearest service center with a copy of the receipt showing purchased from an authorized dealer and the repairs...

would be covered. The customer would best be suited to call our support line @ ###-###-#### to determine if resetting the unit could resolve the issue and to make sure that the speakers connected are within specification and are not causing the unit to enable the protection circuits

This is not an acceptable answer, before making this complaint I called that exact number and asked to speak with an admin, they refused to put me through with a manager and told me to make a Revdex.com complaint if I wasn't happy. This is why I am here escalating the issue. You have that ability to take care of this through my complaint process I have started. I will not be passed back now to someone who already referred me here. Please repair or replace my unit. Any company should have the decency to offer a small service like this to a customer. The product did not live up to any reasonable expectation.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We tested the Roku Premiere with the TX-NR 545 in our lab with HDR content and it works flawlessly so the basis for the customer complaint is unsubstantiated. The warranty coverage would be for repair not exchange on any manufacturing defect and it is the customers responsibility to get the...

unit to the service center and we would pay for parts labor and return shipping. However we do not recommend at this point that the customer take or ship the unit for service as we have verified the model/unit he possesses does indeed have the feature that he believes is not working, and the issue is likely settings or environmentally caused. The customer should call ###-###-#### between the hours of 9am - 8pm est M-F or 10-4 on Sat & Sun to troubleshoot over the phone and get the unit working correctly.

Review: Item HT-S340 does not produce audio at all any longer, due to a common issue with many Onkyo receivers that are all over the internet. Onkyo has chosen to repair some models, but not others. I've researched my model # and many owners are experience the same loss of audio issue, that requires use of a hair dryer to warm the unit up to temporarily work even though it does fail again. Onkyo has refused to assist in repairing or replacing this device. When a company seems to be producing defective consumer products items across most of their product line,, they should take some responsibility in repairing or replacing these units.Desired Settlement: Either a repair or replacement

Business

Response:

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.

Consumer

Response:

This is the same issue many Onkyo units are failing from - solder that is cracking and only works when it's warmed up. Though it may not be affixed to the same exact component as that in the customer care campaign, it is still the same issue. As the company representative states, they are having issues with their reputation not because the internet is out to get them - but because they've apparently produced a large number and wide range of low quality consumer items that have been failing. When items fail within a reasonable time, you don't see tons of buyers hitting the internet to complain - but when a multitude of failures occur that the public deems unreasonable, they are going to complain on public forums. Onkyo offering to sell a refurbished unit at a discount over a new unit isn't any resolution - refurbished units are priced below new units since they've had problems and have been repaired. They're obviously not worth much more than 50% of a new unit - especially when they're coming from a brand who's new units are not the most reliable to begin with. Instead of offering a free repair, replacement with another unit, or even a reduced price repair - all Onkyo is doing is asking us to buy another one of their products (and pay upwards of $40 to ship them our broken units, since they know it unlikely that we'll be willing to do so).

Business

Response:

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.

Review: I bought the Onkyo HTRC370 Receiver from London Drugs Limited located at [redacted] on dated 01/07/2012 Invoice# [redacted]. Within 1 year and 4 months it starts with following issues:

1. Blue Light not showing up on [redacted] 2. HDMI losses connectivity - loss picture.

I gave it for repair on dated 04/27/2013 to SEE. MAYBE. ELECTRONICS LTD. located at [redacted] and received back on 05/13/2013 REF# [redacted].

Again, today on December 28, 2013 I am facing the same issue which is HDMI output port does not work and give it to London Drugs for repair.

I think the unit itself is having technical manufactured defect. Therefore I request you to send me the replacement instead of repair due to manufacturing defect. For your quick response I am attaching herewith the copies of Invoice+Warranty Repair document.

Please review and provide the replacement to avoid issue again and again.

I got the reply from Onkyo admin to contact : Please contact [redacted] at [redacted] and I had e-mailed but not getting any responses whether the product is going to be repaired or replace. Due to the same issue I requested for the replacement and it takes almost 15 days and not getting proper responses from the Onkyo. I would like to know the decision of Onkyo that whether they are planning to replace the product or going to repaired it. If they will repaired the unit than would like to know what would kind of warranty will be provided on repair.Desired Settlement: My first preference is to get the compatible replacement otherwise Onkyo has to extend the warranty for another 2 years as this is happen 2nd time during the warranty period for the same problem of HDMI port. If replacement will not be possible than request to extend warranty for another 2 years.

Business

Response:

The unit will be repaired under the terms of the manufacturer's warranty. No exchange will be made on a possible second time failure. The warranty will be extended for the time the unit is in actual service.

Consumer

Response:

Before accepting I would like to know the below mentioned warranty time frame on repairs by saying extended by 1 month or 2 months or 24 months.

Could you please ask the Onkyo what is the meaning of "The warranty will be extended for the time the unit is in actual service" or instead of saying that tell me the time frame of warranty on repairs. .

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It happens 2nd time and now my unit is out of warranty program. I would prefer to have replacement at this juncture.

Regards,

Business

Response:

As noted previously, the warranty is extended for the time the unit was in repair as well as an additional 45-days. This is the only warranty accommodation.

Review: This report pertains to Onkyo TX-SR707 AV receiver that I purchased from an Onkyo Corp authorized dealer that stopped functioning. This particular model appears to have a common problem. When I contacted Onkyo about this, they approved an out of warranty repair (October 02, 2013) after verification of proof of purchase (original sale receipt) and the serial Number ([redacted]) of the unit. I was asked to ship the item (at my expense) to [redacted] for repair. I subsequently was contacted by [redacted] informing me that Onkyo Corp will not cover repair costs as Serial number on the unit is missing and that the serial number on the box is not acceptable. I was also informed that the I need to pay for the return shipment if I needed to get the unrepaired unit back from [redacted]. I contacted Onkyo customer service about this problem but was unable to resolve the issue.

It is strange that an approved service authorization was revoked after the fact that the item was received at the repair facility as authorization has gone through verification of necessary details. I expect Onkyo to standby their commitment and honor the repair agreement for the unit.

Business

Response:

We were never advised by the customer that the serial number had been removed from the unit. The manufacturer's warranty is very explicit on this point, no serial number or altered serial number - No Warranty. A serial number sticker on a box does not validate the serial number of a unit. See warranty information attached. We can arrange a no charge return of the unit if the customer does not want to handle repairs out of warranty.

Review: Hello and thank you for taking the time to review my concern.

I purchased an Onkyo TX-SR707 from Bestbuy, in [redacted] CA. A little outside of the two year warranty period the receiver stopped working. I promptely went to Bestbuy to inquire and they informed me the warranty had lapsed, and I should purchase a new receiver. At that time I did so.

Recently, I was moving and came across this very expensive receiver, that was just sitting in my closet. At that time I decided to do some research into the issue, and quickly discovered this product had a known defect that many receivers produced by Onkyo during this time period had. The HDMI circuit board goes bad, because the DTS chip heats up, and the soldering becomes damaged. This is well documented on a number of models in that years line up, and Onkyo even recalled a number of these defective units. It is my understanding, that Onkyo as a matter or practice, will repair these receives on a one time basis, as a good will repair, free of charge.

I have since, called Onkyo 3 times, and left three messages. I have email about 5 times, each time I was told that I would be contacted within 48 business hours. To date, there has been no contact from Onkyo.

While the product is only warrantied for 2 years, since releasing this product into the stream of commerce Onkyo has known this product to be defective. And has seemed to repair the product for consumers that are able to get a hold of them. However, I have had no such luck. Given that these products routinely fail, in short order, they are per sue defective. And Onkyo has a duty to repair. Failing to repair these items, while continuing to profit would represent unfair competition in contravention of CA business and professions code section 17200. And since Onkyo avails themselves of doing business in CA they would be subject to the law under The State of CA.Desired Settlement: Repair or

Refund.

Business

Response:

Mr. [redacted] has been provided the link to the special repair program for his unit. Once 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.

Consumer

Response:

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]