Onkyo Corporation

Review: Onkyo sells a Network stereo receiver [redacted] For use with ** radio that they know no longer works on ** radio!!Desired Settlement: A receiver that works on ** radio, That is what I bought it for!!
Business
Response:
On September 30th [redacted] made a change to their platform that affected the way their streaming services works in all aftermarket products that were manufactured within the last 8-years (all models manufactured or earlier)While we truly appreciate our customers and value their business, we've been trying to assure them that the service interruption is not due to a defect or a failure of our productThe changes [redacted] has made to their streaming service has required us to implement changes to our product in order to accommodate the different technology that [redacted] has made to their new platform version We have made those changes available via firmware update to the majority of our product lineup (models total) manufactured within that time-frameWe have been utilizing all available resources to provide a solution for the models we have yet been able to address.Unfortunately the model this customer has ([redacted]) incorporates an entirely different hardware platform which has preventing us from implementing the same firmware as our other models, which were interchangeable with few or minor adjustments per modelThat said the [redacted] is currently undergoing a firmware update which will be released on our website as soon as it becomes available from JapanWe have worked closely with [redacted] to adapt the software accordingly for this model and hope to have a solution shortlyWe are asking our customers to please be patient and understand this is a top priority to us with limited resources available to address the changes implemented by [redacted]We have collected corresponding information from the customers that have contacted us accordingly, and will individually reach out to them once the firmware update is made available to our website.[redacted]Assistant Customer Service ManagerOnkyo USA

Review: My name is[redacted] I bought an Onkyo receiver model #[redacted], serial #[redacted] on the date of April 4, 2012. It has a 2 year warranty from the manufacturer. It had all identifying stickers and labels on it. Even the ones on the front of the receiver that most people take of once they unpackage their product. When I sent the piece back it took week or two for them to contact the dealer that sold it to me to tell them that they weren't going to honor their warranty. They say that somebody took of the serial number and that voided their contract. If that did happen, then it happened at their facility. Every identifiable lable was on it before it was sent out for repair. It was checked by the dealer that sold it to me, in front of me, to make sure that everything was correct before something happened. The receiver was then put in a box, taped shut, and labeled for delivery in front of me. But now that the receiver is over there they aren't honoring their contract. They want to charge me $260.00 for repairing something that is supposed to be under their warranty, or charge me for shipping and handling to receive back the defective product under warranty. They took of the serial number and now days before my warranty expires they are saying they cant do anything about it. First they blamed the repair facility "[redacted]". So when I called [redacted] they told me that Onkyo was the one that told them that they weren't going to pay for the repair. Then when I got in contact with Onkyo they give me more excuses. When I hassle them for their warranty departments number they put me on hold for 30 min.. Then when I get somebody to give me a way to contact the warranty department nobody answers the phone.Desired Settlement: I want my receiver repaired like it was supposed to be in the beginning or them to exchange it for one comparable. I bought equipment, not made a donation under their name. And that is how I'd like to be treated

Business

Response:

This is the response that was already supplied to Mr.[redacted];

Mr.[redacted],

I am sorry to hear of the issues with your[redacted] receiver. As

you have been advised the lack of a legible serial number voids any warranty.

Based on the serial number written on the bill of sale, this unit was

originally sold to another customer 2/12/2010 and has been repaired once under

that customers name on 6/2/2010. If the serial number information is correct

then this unit was resold and has no warranty except to the original purchaser.

In this instance your issue is with the dealer who sold you this unit and not

with Onkyo. Any complaint to the Revdex.com will be responded to

with this same information.

EXCLUSIONS:

IF YOU

PURCHASE AN ONKYO BRAND PRODUCT FROM AN UNAUTHORIZED DEALER, YOUR ONKYO

WARRANTY MAY NOT BE VALID, please use our authorized dealer locator.

This

Warranty does not apply with respect to or cover the following:

Defects

or damage caused by accident, fire/smoke, flood/water damage, power surge (or

related electrical abnormalities), lightning or other acts of nature. Defects

or damage caused by abuse, misuse, negligence, accident, unauthorized product

modification or service, or failure to observe the instructions contained

in the manual furnished at the time of original purchase.Deterioration/failure

due to corrosive atmosphere, including but not limited to; smoke, high humidity

or extreme temperature. Damage

caused during shipment or handling.Products

purchased from anyone other than Onkyo or an Independent Onkyo Authorized

Dealer. If you are uncertain as to whether a dealer is authorized, please

contact Onkyo's Customer Relations Department or check the Dealer and Service Locator.Products

that have had their serial numbers altered or removed. Products

purchased in "AS IS" condition or noted as “DEMO”, “DISPLAY”, “OPEN

BOX”, or “CLEARANCE”. Products

that have been altered or repaired by anyone other than Onkyo or an Onkyo

authorized independent service station in a manner that has affected their

performance, stability or reliability. Accessories

attached to or to be used with Onkyo products, such as antennas, batteries,

cables, etc.Any

product attached to or used with the ONKYO Product. Packing

materials and cosmetic items. Parts

which have prescribed useful lives dependent upon the degree of their use, such

as styli, cassette heads, idler wheels, batteries, etc. Installation

and removal of Onkyo products, setup, adjustments or signal reception issues. Maintenance,

cleaning or periodic check-ups. Adjustments or alterations required for compatibility with

conditions pertaining to foreign countries.

Review: My Onkyo TX-SR806 stopped recognizing input signals from the HDMI ports which I learned was a common flaw in the generation receiver that I have. I learned this researching my receivers odd symptoms while waiting for a reply from Onkyo that came a week later. They only said that the "HDCP protocols may not be compliant between the receiver and the devices." (with no mention of the known issue) But I have had the same devices for as long as I had the receiver, and it has always worked beautifully? I can actually say that this has been a great receiver, I have even recommended it to friends... I sent them another email asking for more help on how to get this fixed and I have had no reply. Calling them was also fruitless. I invested in this receiver from Onkyo because of the companies product quality ratings and hoped they would stand behind their product. This is very disappointing and troubling when I see so many others on blogs and forums having the same issue who had no other choice but to invest in another receiver, hopefully with a company that will stand behind their product. I had no other option but to report this bad experience since I am left helpless after being duped along with countless others. I hope that my experience and that of so many others will help future investors in their decisions on a Home Theater receiver.Desired Settlement: The problem in a known defect, and I feel that the company (Onkyo USA) should recall and repair the receivers affected by this known issue, or replace them.

Business

Response:

Mr. [redacted] has been provided with a one-time service accommodation.

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 as long as they follow through with the repair of the receiver.

Regards,

Review: The [redacted] audio reciver with serial # [redacted] periodically drops video and audio when connected the cable box and the TV. This does not happen when the cable box is connected directly to the TV. Also, a second issue is while the unit is set to HDMI 'PC', no audio is played.Desired Settlement: I have given the repair facility 3 chances to get the unit fixed. I have had to bring the unit in for service at my expense each time. I want a replacement or a refund.

Business

Response:

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

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 if I get the replacement by 6pm on 2/6/15.

Regards,

Review: I purchase an Onkyo TX-NR708 7.2 Channel Home Theater Receiver. The receiver worked one day and the next no sound. A components were connected using HDMI for video and audio. Anything that was not connected through HDMI produced sound. After a quick google search for "onkyo tx-nr708 no audio" numerous results populated. The issue appears to be a defective HDMI Daughterboard. This issue is widespread and across models. I contacted Onkyo provided the serial number where it was determined that the unit was still under warranty. I explained have lost my receipt. Without receipt the warranty could not be honored. I have explained that I do not want to return or exchange I just want it repaired. They will not provide any service other than a trade for a new model, TX-NR727 at the cost of $424.00 USD not including the cost of shipping the defective unit back. I contact a local shop to inquire about repair and the first reply from the Service Technician was to contact Onkyo. I explained to him that I had done exactly that and without receipt Onkyo will not offer a repair. He further explained that he has seen the one time repair provided without a receipt because they can use the serial number to see the retail outlet that sold it. The tech then informed me that the repair would run close to $350.00. I barely used it a full year before the malfunction and had to sit it on a shelf. I do not understand why the receipt is so important for a repair for a known issue. I have had a TV given as gift the stopped working. Took it to the retailer where purchased. Once they proved they sold the TV I was offered an exchange. All this was completed without a receipt. Why is so difficult for Onkyo to offer a repair to an Onkyo product with a widespread and known issue without a receipt? The issue is so wide spread and affects so many other models that Onkyo offers a 1 time out of warranty repair but still requires a receipt.Desired Settlement: I would like to be offered a one-time out of warranty repair. That is all I want. No return no exchange just a repair and Onkyo to stand behind their product.

Business

Response:

This customer was already provided with a warranty accommodation repair on 2/27/14.

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: Product was missing components, not working properly and customer service will not answer email or phone calls after almost one month of trying to contactDesired Settlement: I would like the to receive everything the package says should be in there(pads for the base legs of the subwoofer show as part of sale but not included in box), I would like a remote that works (batteries were changed), one hdmi port does not work.

Business

Response:

NewEgg is an authorized dealer for Onkyo products, however the products are QC checked and complete when sold to any authorized vendor. If there are missing items this must be resolved through the dealer in which it was purchased from as the accessories were included when sold to the dealer. As far as the product not working we would highly recommend calling our 24/7 technical support line to go over troubleshooting prior to returning the unit to the dealer or sending to service to be certain the issue is not connection or settings related and to avoid the issue not being rectified as a result.

Review: Very bad customer service. They have told me that there is nothing they can do and I’m on my own. They would not be giving me a refund. I have sent the receiver back to the company twice. The first time I paid shipping to send it to a regional repair shop. I was informed that they have had issues with the HDMI on this model and they would replace a part under warranty but it may not make a difference. They were right. I got it back with the same issue, it did not work. I contacted the company and they had me ship it to them. (they paid shipping this time). Onkyo did their testing and could not replicate my issue and said it was working just fine. I hooked it up and it will not read a signal from a computer. I have the same issue on three different TVs and two different computers. I did their work arounds each time testing on different hardware. (lots of time) This meant shutting off features. Not happy about work arounds but just wanted it to work.

I purchased a new part for my computer and tried to address the previous issue. The new part seems to have taken care of the issue with only that computer. None of my other work. I would be ok with that but another problem has come to light. It is advertised as being able to pass through 4K video. This is not true. I can not get it to play 4K video without the screen going black. I can hook it to the TV directly and everything is fine.

The problem is, Now they won’t even look at the new problem and say there is nothing they can do. I have asked many times. The original problem is still not fixed it there with any computer other than the one I just bought new parts for. The other computers range in age from 1 year to 5 years. These are not old products.

I don’t feel I should be stuck with a broken product just because they don’t care.Desired Settlement: I want a full refund for the purchase price.

Business

Response:

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....

Consumer

Response:

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.

Business

Response:

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.

Review: On October 2014 I sent my defective Onkyo receiver (Model # [redacted]) to Onkyo. The Unit was defective but there was an Onkyo recalled for such units. Onkyo gave me the option to either repair the unit for free or a rebate for $150.00 dollars. I chose the rebate which required for me to purchase a new unit and submit a copy of the receipt and bar code. I sent the unit and requested paperwork around that time (October). It is now February 2015 and I haven't receive the rebate. I attempted to contact the only available number for months and they do not answer this phone. I called dozens of time and the calls go automatically to hold. I attempted to check my order # in their website but is not listed. On February 17 2015 I contacted a Mr. [redacted] (ext [redacted]) and left a voice mail. Mr. [redacted] did not return my call as of 2/19/2015.

[redacted] Tel # ###-###-####.

I would like for Onkyo to honor the rebate of provide me with a working unit ([redacted]) preferable my old unit.Desired Settlement: The refund or a fully working unit ([redacted])

Business

Response:

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.

Review: Onkyo USA has sold me a defective receiver TX-NR818 receiver at the price of $1500.00, They have repaired product twice and have not fixed problem. The last fixed lasted two months before breaking again now they say they cant do anything to fix problem. Maybe if Onkyo doesn't stand by there products we should stop them from selling in the United States. Please check online to see how many Americans they have ripped off.Desired Settlement: I would like an equal value product with the same options there about that works properly.

Business

Response:

I am sorry to hear that you are having troubles with one of our products. Please provide me with the serial# so I can look up any service history on the unit. If you could also provide me with the proof of purchase and any service documents that you may have available, this will assist me in more quickly resolving the issue for you. I tried searching our database by your phone # but was unsuccessful in obtaining any results.Please reply with the requested information at your earliest convenience so I may start working on a resolution for you immediately.Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and I will give you the serial # to product Make onkyo model TX-NR818 serial# [redacted]

Review: I purchased an Onkyo Home Theatre system at HHREGG on 12/10/12 in less than a month the subwoofer was not working. I returned it to All Tech Electronics, Inc in New Jersey and they repaired it (it took about a 40 days to get it back) it worked OK for about a week and I had to return it agin for repair, another month wait, they repaired it and when I got it back it worked OK for about 2 weeks, and now I am returning it again for repairs.Desired Settlement: I would like for the subwoofer to be replaced with a new one.

Business

Response:

The speaker was received back by the service center on 7/11, plugged in and everything is working fine. Service center has been in contact with the customer, will continue to run, if not problem found it will be returned.