Onkyo Corporation

Review: 3 Months ago My TX NR-626 Onkyo Receiver stopped working. Tech support told me to send it in for a new Chip Set. I did and after waiting 4 weeks. They shipped the supposedly repaired unit to my old address even though I had given them a complete new shipping address since we moved.The Receiver NRTX616 sat in its box on the front doorstep of the old incorrect address for 4-5 days until I called Onkyo and discovered they shipped it to the old address.I decided to drive 120 miles to retrieve it. Upon connecting the unit with 2, 8 ohm speakers, front Channel and (in proper phase) The unit worked okay for two weeks Then one day I heard a loud POP upon powering on and was greeted with lots of smoke and fire coming from the top of the unit. I tested the voltage on the power strip with my multimeter and it was dead on 110 Volts.I sent it back to Onkyo in New Jersey care of [redacted] in warranty and parts service. I told him I did not want the same unit back under any conditions. Three more weeks elapsed and [redacted] called me and said they had replaced the entire internal chassis and PC Boards, that in effect it was a new unit. I do know they opened it up because they forgot one of the screws that holds the chasis cover on. Not a big deal but shows carelessness.Reluctantly I agreed to have them ship it out to me. I didnt hear anything from Onkyo for several weeks until I called them and found that the unit had been sent to the wrong address once again. This time it sat on the same front porch of my old address where it rained for 4 days. I retrieved it once again and upon plugging it in and powering it up it exploded again. Now I have been without music and video use for over three months.[redacted] tried to tell me it was an error on my part in my wiring. Please dont insult me. I am probably more qualified than the service Tech I spoke to.I am a CTS Certified Technology Specialist, and worked as a Audio Consultant Nationwide for the better part of 28 years.This receiver is a fire hazzard.Desired Settlement: I will not accept anything other than a total refund of the retail price posted on Onkyo's web site.Three times sent back to Onkyo for repair and it burst into flames three times. I also expect compensation for two (2) round trip journeys to pick up the Receiver after Onkyo sent it to the wrong address twice. 220 miles @ 10 cents per mile. $22.00 ( crossville [redacted])

Consumer

Response:

Onkyo has agreed to exchange my Defective Onkyo NR TX 616 with a brand new receiver, a model year newer with a full 2 Year factory warranty as of this date ) 01-05-15 .

Review: I have an Onkyo TX-NR809 stereo receiver that has a recall on it and I sent mine in to be fixed. The serial number for my receiver is [redacted]. The recall extended the warranty period until 2018. The problem with the recalled receivers range from no audio, network loss, and no video signal. I got my receiver sent back to me and it still was having the same problems and am just now getting around to be able to contact them about it. The problem isn't as bad as it was because before it wouldn't even turn on but now it turns off and on, the video and audio go out and when you do get the receiver to work, every 5 minutes or so there is a clicking sound like the receiver is shutting off and on constantly and it is unbearable to even use. The receiver has just been sitting on my shelf since I got it back. On the Onkyo website it says to email them and they will get back to you about the issue. I did that and now I haven't heard a thing from Onkyo in response. I paid a lot of money for this receiver just a short time ago and it would be nice to be able to use it. I just want my receiver fixed properly so that I can use what I paid for. I have always bought and bragged about Onkyo's sound quality for a very long time but after this experience I can't say that I would buy another Onkyo product.Desired Settlement: My desired outcome is to just have my receiver fixed under their extended warranty recall program. If my receiver can't be fixed then I want a replacement of equal value and I don't want to have to send my receiver in several times just to get 1 problem solved.

Business

Response:

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

Review: I purchased the ONKYO AV Reciever HT-R391 surround sound system in February 2015. I bought it for a new house that I would be moving into soon. Unfortunately, I did not open the product until moving into my new house. I was immediately disappointed in the sound quality. The sound is "tinny" and hollow, I spent the better part of the day trying to trouble shoot assuming that I was doing something wrong as a $400 system could not sound that bad. I went through the 60+ page manual, tried hooking up different speakers (to see if the speakers where the culprit), I tried playing a CD through a blue ray player and then a CD player (to see if it was my players and not the receiver) but the poor sound quality was consistent with everything that I tried. I concluded that the receiver is defective. After having no improvement in sound quality, I tried to return to [redacted] but was 3 day late for the 30 day return policy window with a 3rd party seller. I then called ONKYO directly-customer service- to get a replacement unit. I was told by the CSR that he could not resolve my complaint but would forward it to another office that handled such complaints. I was supposed to be contacted by "the other office" within a couple of days. Its been almost a month and I've not been contacted. I want ONKYO to allow me to send back the receiver and get a replacement. I can't imagine that a $400 unit is SUPPOSED to sound this bad. I have $150 Panasonic unit that is a decade old and it sound FAR better than this ONKYO unit.

Thank You.Desired Settlement: I want ONKYO to allow me to send back the receiver and get a replacement unit.

Business

Response:

We have attempted to contact the customer on numerous occasions to establish a dialog and troubleshoot the hook up and set up of his product. To date we have been unable to establish such communications. We have been advised by email that they will get back to us when they have time.

Review: HT-S7100 Tx--SR606 Repair Authorizationby inno2 Thu Nov 21, 2013 10:30 am On 11/08 I spoke with parts and was sent an email extending my warranty to repair the above unit.I followed instructions and sent in requested documentation by fax on 11/14. I called to verify the information was received 11/18 and as of today 11/21 have not been contacted. I was then promised again by the moderator at the website. Re: HT-S7100 Tx--SR606 Repair Authorizationby FORUMMODERATOR1 Sun Nov 24, 2013 2:02 pm Hello inno2;I have inquired with the Parts & Services department, but as it is the weekend- I will follow up tomorrow with a resolution.Forum ModeratorIt appears they are just stalling at this point and have not made any attempt to contact.I've noticed many other complaints with these products being defective with the same exact issues.Thank-youDesired Settlement: Refund,replace or repair unit as promised.

Business

Response:

We apologize for the delay in responding to the customer's issue. An accommodation repair has been issued and has been communicated to a service center and the customer.

Consumer

Response:

[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.]

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,

Review: I sent in my Receiver in for warranty repair in March 19 2015, the item was sent back damaged and not repaired. I had to go through almost three weeks of back and forth to have the item returned for service. Once the item was sent back, I was told that my unit will be replaced with a similar receiver, my receiver definitely was a superior receiver to the replacement receiver, I accepted the option. It took another 4 weeks and countless phone calls for the receiver to be sent out. When I received the unit, it was the wrong one and I promptly called and sent email to let the rep. know of the mistake. I asked if unit was sent out of their office however the response is that it is impossible for the item to be wrong. I have asked to be connected to an office manager of a regional manager since I keep getting no help. I have been waiting for more than 60 days to get the receiver, this receiver is not what I was promised and only getting the run around.Desired Settlement: I need a receiver similar to the one I sent in for repair.

Business

Response:

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.

Consumer

Response:

Review: 10645539

I am rejecting this response because: What is that mean? Are you suggesting that I purchased the TX-NR800? I have a receipt for my receiver that I purchased and later sent Onkyo for repairs, if I had a TX-NR800 then I would have said that I had the TX-NR800 when the TX-NR809 was sent back to me the first time. The Fedex package was not even sent from the Onkyo Corp. it was sent by a third party that refurbish and repair. The rational that you are suggesting simply dos not mean someone could not have make a mistake. I have looked on Amazon and other sites about the customer service issues and how it is handled at Onkyo. There are a lots of unsatisfied customers, some with similar problems and Onkyo always blaming the customers.

Regards,

Business

Response:

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

Consumer

Response:

I am rejecting this response because: A Fedex Tracking number is not facts. No one is disputing that a package was not sent out after 65 days. What I need is what was promised.

Regards,

[redacted] M

Review: I purchased an ONKYO TX NR-808 Receiver cost me over $1000. The receiver is not even 2 yrs and no longer works NETWORK and HDMI not working

I tried calling sending e-mails but no luck resolving my IssueDesired Settlement: I would like a new receiver or Newer model on the same range as the older One

Business

Response:

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.

Consumer

Response:

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,

Review: I purchased an Onkyo amp, serial [redacted] approx. a year and a half ago. Immediately after purchasing this product I had malfunctions with the amp involving popping and hissing. After doing research I discovered that the amp was recalled by Onkyo. I opened up a ticket with them and was told I would receive a box. The box was lost and I ended up waiting over a month to receive my amp back the first time. My amp is now malfunctioning again with the same failure. When I called and referenced my serial number they were unable to find any service to the tag or see that I registered the amp so they claim no service can be done. This is a very well known issue with this amp and it is very disturbing that they refuse to stand behind their product.Desired Settlement: I want to have the defective amp replaced.

Business

Response:

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.

Consumer

Response:

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]

Review: Bought one (1) SKW-204 sub woofer. Produced sound for just over forty five days. Returned defective merchandise by FedEx per instructions. It was received by manufactures designated repair facility on June 24th 2015. Sixty (60) days has now elapsed and I have not received any satisfaction, no repaired defective item, no refund or offer therefor, no replacement speaker. Today I was threatened with legal action for finally voicing my displeasure with both the products of this manufacturer and their Customer "service". I believe others have a right to know about the product reliability as well as a host of other issues associated with my purchases of electronic products made by this Corporation even in so far as the match up against other similiarly situated companies (ie: [redacted].Desired Settlement: My best alternative is a refund as this company has shown it cannot repair the speaker in a timely manner. Moreover if it broke once I contend the design is defective. Otherwise simply waive all legal recourse and allow me to post unlimited online reviews in any and all social media venues without recourse. Truths are just that Truths. You may discard the speaker because where I live they charge me additional fees to throw out e-waste.

Business

Response:

Customer was contacted by our company and provided a shipping label when his product initially needed service, which is not in our written policy (customer is responsible to get the unit to service, however we decided to make an exception since he didn't have a service center within reasonable driving distance). According to the customer, the repair was not successful, and upon return from the service center needed to go back. The customer was then contacted and simply asked to provide the serial# of the unit so we may investigate and see what course of action would be taken to assist. At this point the customer told us to "throw the unit in the trash" and refused to allow us to assist him. He then proceeded to post negative reviews about multiple products on various social media sites. Since he only reported having issues with 1 of our products we simply "cautioned him" that posting negative reviews on social media about products that he didn't own or that he wasn't having issues with could put him in a vicarious position and legal measures could ensue from any unprovoked and/or slanderous behavior on his behalf. The customer then decided to call me, as I had offered him my direct contact information to try and assist him. At this point the customer chose to use profanities and both highly offensive and vulgar language towards me, threatening myself and our company, which again was entirely unprovoked. I allowed the customer to continue doing so, all the while simply trying to help him understand that we were merely trying to resolve his issue, and reminding him verbatim that we had not at any point threatened legal action, but rather were making him aware that his actions conceivably were of a nature that may force us to continue to that point. Ultimately the customer told me once again (in a manner in which I cannot repeat and with highly offensive obscenities) to dispose of his unit, which is completely illogical as the unit is still in his possession. At which point the customer chose on his part to disconnect the call. We ended our correspondence via e-mail with the customer with our offer remaining that he simply provide the necessary information and allow us to assist him. Furthermore the customer continues to post negative feedback on social media, and continues sending e-mails of a threatening nature implying that our company will suffer by his actions.

Consumer

Response:

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

Business

Response:

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.

Review: I brought a refurished onyko model [redacted]{ (b} home theater receiver in feb 2014 and from one of their fully authorized resellers [redacted] I paid $199.00 for this receiver with a one year warranrty ,and its hdmi inputs have failed,and I tried to get it to restart by resetting the receiver as per its manuels /this I must say failed... I then decided to do research online and get help .and during my research? I find out from online forums that these onyko tx-nr series receivers have been having major problems in regards to the hdmi imputs failing since 2012 and thats when I realized ,that onykos known this but yet keeps allowing companys to resale these refurished units as new ly repaired and apparently /NEVER REALLY CORRECTED THE FAILURE PROBLEM IN THESE UNITS AND I AM ABOUT TO FILE A CLASS ACTION LAWSUIT FOR PRODUCT FRAUD /I RECENTLY TYPED AND WROTE THEM A LETTER AND I SENT THE MODEL INFORMATION AND COPY OF MY SALES RECEPIT TO PROVE MY UNITS LEGIT AND I HAVE YET TO HEAR FROM THEM AT ALL /AND I ALSO FIND OUT IN THE ONLINE ONKYO FOEMS ONLINE THAT THEY HAVE VERY VERY BAD SERVICE IN REGARDS TO GETTING THESE UNITS REPAIRED CORRECTLY /THATS JUST WRONG AND NOT RIGHT /AND I REQUESTED A FULLY BRAND NEW UNIT TO REPLACE THIS ONE /BECAUSE OF THE PROBLEMS I HAVE HAD OUT OF THIS ONE /I MAILED THE LETTER TO ATTENTION TO THE CEO OF THE COMPANY OR ITS GENERAL MANGERS OF ONYKO SALES AND MARKETING DEPT /I REALLY HOPE THEY DO NOT THINK I AM PLAYING BECAUSE I WILL SUE THEM ..IF I HAVE TO DO SO I AM MAKING PLANS TO GATHER AS MANY FELLOW ONKYO CONSUMERS THAT HAVE GOTTEN RIPPED OFF BUYING ONE OF THESE UNTS AND SEEK ATTORNYS AND GO AFTER THEM FOR JUSTICE BUT I MUCH RATHER MAKE A DEAL WITH THEM MYSELF ONE THATS FAIR AND BENAFITS ME ..Desired Settlement: REPLACEMENT OF THIS UNIT WITH A BRAND NEW / NOT REFURISHED MODEL OF SAME OR EQUAL POWER AND FEATURES ..AND UNTIL I GET JUSTICE THEY HAVE A CONSUMER THATS GOING TO MAKE IT A POINT TO GET PRODUCTS PULLED BY CONTACTING FEDERAL TRADE COMMISION AND FILING AS MANY COMPLAINTS AS NEEDED AND I,M SURE OTHERS WHOM LOSS /WILL BE MORE THEN WILLING TO JOIN ME WE WANT JUSTICE /THIS IS ONLY FAIR

Business

Response:

Mr. [redacted] has already been responded to, see copy of the email response below.June 23, 2014 [redacted] Reference: Model #: [redacted] Serial #: ** D.O.P.: 2/7/14,Dealer; A[redacted] Dear Mr. [redacted] Your letter to the CEO has been forwarded to me forresponse. I am sorry to hear of the problems that you have encountered withyour Onkyo receiver. For us to be able to provide you with any support at thispoint we will need some additional information. Please respond by return emailwith; the serial number (located on the rear of the receiver near the AC cord).Since your unit is still under the Refurbished product warranty we can, as anaccommodation, provide you with a box and packing material to ship your unitfor warranty service. We will be unable to exchange your [redacted] for a[redacted] Regards, [redacted]National Parts & Service Manager[redacted]

Review: After purchasing 2 defective units the company will not issue a refund or exchange the defective unit for a new one. I purchased an Onkyo AVR model [redacted] This unit stopped working just after the2 year warranty expired. I researched the issue and learned that the unit was defective and qualified for a $150 trade in program. I traded in the defective unit in exchange for $150 toward the purchase of a new unit. In June I purchased an [redacted] $500. Now 5 months later the new unit stopped working. It is still under warranty and Onkyo will repair the unit for free if I drive an hour to the nearest repair facility. This will leave my entertainment center inoperable for weeks.

Having spent $950 on 2 defective receivers I do not believe this to be an acceptable solution to my problem. I asked customer service to issue a refund or exchange the defective unit for a new one. I spoke with a supervisor who refused to offer me any solution other than a warranty repair that inconviences me significantly.Desired Settlement: I would like either a refund for the purchase price or an exchange for a new unit. The defective unit is only 5 months old.

Business

Response:

Refunds or exchanges

for new products can only be fulfilled by the dealer in which the customer purchased

from, within the terms and conditions of that store’s individual return/exchange

policy. This is not only limited by our written warranty policy, but also by

restrictions in our system that would only allow refunds to be generated back to

the point of purchase or to the account from which it was received. The customer in this case did not purchase directly from our company, therefore a refund cannot be processed to another party except to that one in which it was originally sold to.There can be exchanges made for products under certain situations or conditions, which have not been met in this particular case.

The unit that was originally purchased had no prior service history, nor does

the one that the customer currently owns. There would have to be a situation of multiple

repairs having been made or some other unique circumstances in order to supersede our standard

warranty policy (which is for repair only within the terms and conditions

therein) in order to be considered for replacement. I have e-mailed the customer directly to discuss this, however our written policy is very clear as it pertains to the terms and conditions therein. If there is any other exception that has not been identified it will be presented to the customer accordingly once a response has been received and further correspondence has transpired

Review: my onkyo stereo receiver is having problems where the sound cuts off after 5 minutes of viewing a movie. after that happened I went online and saw many people stating they have the same exact issues and needed hardware inside of the unit repaired and completely replaced. there were some trouble shooting tips I could try before that so I attempted them all and still had failure in my unit. after contacting customer service they told me the same tips to try and trouble shoot and I explained I already did all of those steps and it still continues not to work. customer service simply told me to try them again. this is not an appropriate response since I just did them, they simply did not want to help. my fried actually has the same exact unit I have and had the same exact problem. he actually filed a complaint through the Revdex.com as well and was able to get his receiver fixed since it was determined the unit had so many problems that a recall should have been done but was not. Onkyo is still failing to take blame on a technical problem in their unit and is unwilling to even try and repair it. I would like to send this into the warranty department for an immediate repair. please note this is the second time this receiver was in need of service. the first time they were willing to fix it since it was only a month or two old, now the unit is 2 years old and they could care less.Desired Settlement: to repair my defective unit at no cost or offer a brand new comparable model. this issue is well known and they continue to not address the issue.

Business

Response:

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.

Review: I bought a TX-NR807 receiver a while ago, and the audio would start to erratically fail, and restarting it would work, this happened will within the warranty period. I have looked up the problem and it is a known problem with their HDMI board because of poor quality control, why mine failed. Now that I have enough time to try and go through the process of getting support, I am out of the warranty, and trying to talk or email their support is like trying to get through a brick wall. After they hear that I am out of warranty I am hung up on. Email does't work either, I have emailed them every day for the last couple months and have yet to get a reply.Desired Settlement: I want to get it repaired, I paid a lot of money for this receiver and want to use it. But I can't do that when the audio doesn't work.

Business

Response:

A accommodation repair has been setup for Mr. [redacted] and this has been communicated to him via email.

Consumer

Response:

[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.]

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,

Review: My AV Reciver is not working. No sound is coming from the device. After calling your number mentioned on your india website I dropped the product in your New Delhi Service centre.

I called that multiple times but there was no update on the status of the issue. I mailed your company head office in chennai but no revert from them as well. mail was sent on '[redacted]

Finally after 20 days of the AV reviver at service centre I was forced to pick it back in the same state.

I waisted my entire day in dropping and then picking the AV reciver back.

Finally I have become so frustrated that I have to right a complaint in Revdex.com USA.Desired Settlement: Please fix my AV reciver.

Business

Response:

Onkyo in India is territory outside of the USA and has absolutely no connection or affiliation to our company. We simply cannot support any product or issue that falls outside of our jurisdiction. India is NOT in New Jersey as indicated in the address field listed in the complaint. We cannot possibly get involved with this matter as it is NOT related to or involved with our company in any way whatsoever. This must be resolved through the distributor or service center in India where the product and the issue lies as it is an entirely different company than ours. [redacted]

Consumer

Response:

Review: [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,

Review: There is a 2yr warranty which I thought would mean they would replace the unit if they couldn't fix it. I didn't know the service center would not be in Orlando. I had to pay to box and ship 50lbs ten states away to wait three weeks for a diagnosis. That's not what anyone would think is reasonable for a high end component. If they just sit on my receiver for two months they are absorbing my warranty. There was no advanced replacement option, they complained about not saving the original box for return(not mentioned in package), and they forced me to go to a third party for repair of their unit.

Then they asked me to go back to distribution for support and warranties on a unit 1 yr old. That's not what I call setting me up for success. I trusted onkyo to make a decent product that wouldn't die after being babied for 12 months. Then they drop the ball on the replacement and direct me to contracts. I made multiple attempts to contact service and managers, but they told me there was nothing they wanted to do to help get me a working unit faster. The support was great over the phone until I found the unit was completely defective, then the repair has been absolutely horrible.

I expected onkyo to handle the unit from end to end, not direct me to some third party who doesn't speak English and takes three weeks for a diagnoses much less any repair. This experience was horrible.Desired Settlement: I want a new replacement unit sent to me overnight. Keep the old unit. I am tired of waiting for the repair. I would also like to be reimbursed for shipping expenses since there was no local repair facility in their "network of third party repair shops".

Business

Response:

Please refer to the warranty, warranty is for repair of the product, not replacement. Getting the unit to the service center is the customer's responsibility, repair and return of the product are covered by the terms of the warranty. The warranty "clock" stops while a product is in service under the warranty.

SCOPE OF WARRANTY:

From the date of original consumer purchase and for the

respective periods specified above, ONKYO agrees to repair, at its sole

expense, all ONKYO brand products purchased directly from ONKYO or from an

Independent ONKYO Authorized Dealer, which are defective in material and/or

workmanship during ordinary consumer use. Repairs may be completed using new or

refurbished parts that meet or exceed ONKYO specifications for new parts.

ONKYO, at its sole discretion, may replace a product, with a refurbished or

reconditioned unit having comparable features and a limited consumer warranty.

OBTAINING

WARRANTY SERVICE:

To obtain warranty service, take or ship your ONKYO product to an ONKYO

Authorized Independent Service Center, together with a note describing your

complaint and your copy of the dated purchase receipt. Repairs are not

performed at our headquarters; all repairs must be performed by our ONKYO

Authorized Independent Service Centers. For a list of ONKYO Authorized Independent

Service Centers please go to; www.onkyousa.com, under, Support. Please also include in

any mailing; a contact name, address and email address or telephone number.

If you choose to ship your ONKYO product to an ONKYO Authorized Independent

Service Center, all shipping arrangements must be made by you and all shipping

charges and insurance must be fully prepaid. Any ONKYO product shipped in its

entirety must be properly packaged to avoid shipping damage. Any shipping

damage incurred as a result of improper or insufficient packaging will be the

responsibility of the shipper. ONKYO will pay all return shipping charges for

ONKYO products that have been serviced under this warranty.

Any service or repair for items not covered by this limited warranty shall be

at the Authorized Independent Service Center's rates and terms then in effect.

Contact an ONKYO Authorized Independent Service Center for details.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is why I filed the complaint in the first place. The exact complaint detailed this and they did it again.

Read the warranty, and tell me if any REASONABLE person would EVER expect to have to:

1. Retain original box for a high end very large theater component?

2. Be expected to have to mail a 60lb device ten states away for service?

3. Be expected to wait three weeks for a diagnosis?

4. After getting diagnosis having to wait another week for the repair center ten states away to order parts from another location many states away?

5. A MAJOR Brand not to have any local service centers anywhere in the central florida region at all?

WHY SELL THE PRODUCT WARRRANTY IF YOU HAVE NO LOCATIONS HERE TO SERVICE IT???

THAT IS FRAUDULENT!!

No one would read that warranty and expect that EVERY REPAIR REQUIRES MAILING THE DEVICE AWAY when it weighs so much. The warranty also fails to mention the repair is not don't by a direct representative of Onkyo, the third party has to involve a fourth party to get parts to repair the 2nd parties defective product. It should have been replaced as a result of making a defective product.

Regards,

Business

Response:

This a standard warranty provided by many manufacturers. These are the terms and conditions of the warranty that were specified for the product at the time of purchase. Repairs are handled by qualified service providers who guarantee their work for 90-days in addition to the manufacturer's stated warranty. At no time was the warranty stated as an exchange warranty, no exchange will be authorized.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

they did not answer any of my questions. I was and am very unhappy with having to mail my component off several states away to be repaired a month later. This is not a standard warranty offered by other manufacturers because others pay for shipping to and from and even pay for the device to be hooked back up. There is exceptional service, there is mediocre service, then there is the worse of the worse, onkyo. You can pay me for shipping and reinstallation or offer advanced replacements for everyone.

You should change the policy, because no reasonable person would ever expect to go through so much hassle when you sell a defective product.

Regards,

Review: I purchased the Onkyo TX-NR509 in February 2012. Since then, it has been sent to their repair shop twice for failure of HDMI ports. The first time, it took approximately 6 weeks before I received the unit back. It is currently in the shop again, and it has been in there since August 20th. I am told they are still waiting on a part, and don't know when I will receive it back. In the say 19 months I've owned this device, it has been in the shop for over two months of that time, and counting. The same part continues to fail.

They claim to be contacting me, but when someone actually managed to do so, and forwarded previous emails, they had combined my two email addresses into one, to wit, [redacted] rather than [redacted]t or [redacted]. I have no confidence in either the company or the support personnel.Desired Settlement: I believe the device to be a lemon, and I don't want it repaired, I want it replaced or refunded for the full purchase price, which would be $219.99

Business

Response:

Prior repair was with [redacted] Electronics, they have no record of the unit being returned a second time for service. We will need the location of the unit at this time to verify service delay.

First repair at [redacted] was from 8/19/12 to 9/7/12, that is about three weeks, not six.

There will not be any refund of the purchase price, the unit is still under the terms of the manufacturer's warranty and will be serviced as needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

You are correct. The unit is NOT at [redacted] because I was told to send it to [redacted] in Jersey this time, where it has been since August 20th. I have done exactly as told with regards to this unit, and yet I was told [redacted] had no idea whose unit it was or why it was there. I have all emails and Facebook messages, which I will be more than happy to forward.

As to how long it was in the shop the FIRST time, you may be correct, but when I take into account how long it has been broken, well... After receiving it back from them, the same HDMI port failed again. Instead of immediately sending it in for repair, I chose to move that device to another port, when then failed shortly thereafter. And reading reports around the internet, it appears Onkyo has a history of failed HDMI ports. This was my first Onkyo receiver, and I can assure you that, regardless of how this plays out, it will be my only.

Regards,

Business

Response:

Repairs have been completed and the unit is shipping back today, 9/27. FedEx tracking # [redacted]

Review: This is not about honoring a service estimate but a totally unwieldy access to the ONKYO customer service, which actually they do not have at all - as far as I could see - they only offer a 'Forum', a arms' length thing coming with a hundred people and a hundred different opinions. Further, in order to access this 'Forum' one has to 'Register' and provide all sorts of private data which we do not want to provide and should not be required for Onkyo tech people to answer simply questions about any one of their products. Nonetheless, we tried to register and our password was rejected three times when we gave up as well as the side, asking us to try again some time later. Our time cost money and we will NOT try again.

The story is: We just bought the ONKYO [redacted]. We already have two different AVs but we bought the ONKYO because it comes with a 'dedicated phono input' - allowing for premium audio reception from a turntable., so it said. We hooked the two turntable cables to the red and white phono input, plaid the record (a piano concerto) and the sound that came out the speakers was very much like that of an air raid, nothing at all sounding like music. That is unbelievably disappointing because we bought the ONKYO for the only reason to finally be able to listen to our old LPs again. Now, before we take a sledge hammer to the thing, can someone from ONKYO let us know if we did something wrong and if so, how to fix it. Please reply via email to the address provided as our phone is really only for messages.Desired Settlement: Answer the question raised: How does one get perfect audio from a turntable via the ONKYO [redacted] Our turntable is a [redacted] . Secondly, provide a direct to ONKYO tech reps customer service link, without registration requirements. For repairs under warranty, one has to ship an item to a far off repair shops at one's own expense, which cost a lot of money making the warranty useless.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: Onkyo Receiver TX-NR626 does not handle 1080p format, unlike what is advertised with its spec page.

The pictures constantly flickers. Onkyo had advised workaround to setting "deep color"=off to other users on its forum for the problem but that does not work correctly.

I have asked Onkyo for a replacement but they have only offered a repair. For the repair, I will have to ship the product, and suffer without a loaner while the product is being serviced.

I need a refund or replacement with a product which actually supports 1080p and 1080i format for High Definition TV.Desired Settlement: I will like a refund for the amount spent on this product ($488.29) so that I can buy a replacement product which actually support 1080p format. I bought this receiver about 11 months ago through Amazon.com (Order# [redacted]) for this amount.

Business

Response:

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

Consumer

Response:

I am rejecting this response because:There are several other consumers on Onkyo forum who have complained about flickering with 1080p. It 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 location. In 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 California. Hence, the repair option does not work. Given 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.

Review: In short I had an Onkyo reciever fail four years after purchase. The reciver was outside of manufactures warranty, however Onkyo owned the situation and said they would repair the unit. The unit was then taken to a third party repair shop in [redacted] where after sitting for two months I emailed my contact at Onkyo and complained about the turn around time. They informed me it would be at least another month as the part needed was on back order. As I needed the receiver for functionality of my entertainment center they informed me that rather than fixing my original receiver they would send me a refurbished model and keep my old one. The refurbished model was sent to my home and worked well from April 2013 until September 2013 when it too failed. I contacted Onkyo again and they informed me I was responsible for the repair costs of the refurbished unit and there was nothing else they could do. I'm extremely upset at the fact Onkyo makes faulty products that are expensive to fix and that they don't back their products. For a $500 reciver (refurbished or not) to only have a 6 month life is unacceptable and fo them not to offer a solution is even worse.Desired Settlement: Refund/Exchange -- I'd like a quality product that is functional and dependable.

Business

Response:

I do not show any contact information in the system regarding the current issue. We will contact Mr. [redacted] and arrange service on the replacement TXNR616 receiver.

Review: I purchased an Onkyo surround sound system #HT-S5600 in December 2014 as a Christmas present for my husband. It was recently installed and after a few weeks the sub-woofer (model #SKW-591) began to make a loud consistent pulsing sound when the unit was turned off. When the unit was turned on, the sub-woofer was making a loud humming sound and at which point, smoke began to emerge from the unit. I contacted the company's warranty department and spoke with a Matthew [redacted]i and explained the situation. He asked that we send the woofer to an on-site repair center somewhere in New Jersey. After explaining my concern regarding the smoking issue and not feeling that a repair should be made, but a replacement be provided due to the fact that it more a defective issue and my concern that the unit cause a fire, he would not be able to help me. When I asked to speak with a manager or supervisor or someone in a position of a more responsible nature, I was told that he was not to direct any calls to them. Since their is no direction other than to get in touch with the Revdex.com to possible contact this company directly regarding my dispute and my obvious concerns of safety. Thank you for your assistance in this matter.Desired Settlement: To replace defective sub-woofer.

Business

Response:

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.

Business

Response:

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.

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.

Regards,

Review: Contact with Support via Phone is non-existent. When trying to leave number or wait for hours on end, no help. When asking to reach the Executive Offices, no one will forward to them. Mr. [redacted], who is a manager, refused to forward me to anyone in the Executive Offices. He kept redirecting me asking how he can help. I informed him it was not professional of him to redirect over and over.

It is important to note that in todays world, we get tired of paying high prices for a Stereo component that goes out quickly and no service help, not to mention the CEO and Executives take our money and have no concern over support or wish to talk to those of us beneath them.Desired Settlement: A phone call from the President of Onkyo USA.

Let him know he is not GOD and that he can take the time to speak with those of us who put food on his table!

Regards,

Dr. [redacted]

###-###-####

###-###-####

Business

Response:

Dr. K[redacted] has been advised that I can assist him but he refused to speak with me or provide any details. After researching with our social media specialist it was determined that Dr. K[redacted] contacted us via our support website on 3/27/15 at 8:15pm and was responded to on 3/29/15 at 4:00 pm with the link to our support program that is handling the no charge repair of products with his symptoms. I have checked the system and determined that Dr. K[redacted] has completed the request for the special program on 3/30/15 and that a box and packing is scheduled to be shipped to him today, 3/31/15. Dr. K[redacted] can return to the same web link to obtain status updates at any time. He 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 return. We apologize if Dr. K[redacted] 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 Dr. K[redacted] if he should need additional support.