Onkyo Customer Service Complaints - page 2

i have a 5 year old, top of the line receiver, a tx nr 1008. When sirius decided to change formats, onkyo was told to do a firmware update for their products. Onkyo decided it would not support any unit older than 3 years. Thanks Onkyo for not caring about your high end customers. I will not buy from them again.

Broke down constantly with powerand heaven know what else issues, when shipped away under warranty came back just as bad and has broken down AGAIN now with new issues, still doesnt work, has to be shipped over 3000 kilometres away to closest repairer at my expense and cant be given a timeline for return. Last time it was away for 2 months and I had to chase it up. Our local Harvey Norman store said they had stopped stocking due to issues with the brand.

I leave in Brazil and I have bought 2 Onkyo receivers and both presented problems with internal plates and is out of order. The price to repair is something impossible and I will start a capain here for nobody buys these equipments never !!

I am in Malaysia and I purchased an Onkyo TX NR 818 in 2012.. For the last eight months the amp has been shutting down with the display showing," check sp wire"..
I believe its the hdmi port from the amp to the tv that is not functioning properly.. As the set is out of warrantly I took it to the recommended repair center.. Yi Seng Electronic Enterprise on 25/6/2015.. I was told they would check and let me know on Monday 29/6.. They never called..I called them on 2/6..and found out that they have yet to check.. I called them today 8/6 and the technician said he will call me back as he needs to check.. I informed him not to do any checking as it has been over two weeks!.. A few minutes later someone called me to say it has been checked.. I do not believe them..

I am very disappointed with the after sales service in Malaysia and I will never buy nor recommend anyone to buy onkyo in malaysia.. There is no after Sales Customer Service in Malaysia!

Receiver failed after half a year of VERY light use (around two movies per month). Apparently, I have to get it serviced at a repair centre, and the closest one is still really far from me. According to other reviews, the repair centre provides extremely poor service, doesn't fix products, and actually returns them in a worse condition. Also, reaching out to both companies is extremely difficult and I was only email to receive one email reply from Onkyo after 2 weeks (phone did not work). I guess that's the problem with small/new companies, I still have no idea how I'll get it fixed.

Bought a brand new TX-NR 636. Zone 2 would not work, either through the line or preamp outputs. I immediately called Onkyo, and they said the 636 was discontinued, but I was welcome to pay more for the 737, or wait for the 545. After talking with Onkyo customer service multiple times, they finally responded with "It happens. It's not our problem".

My unit developed a fault whereby there was no sound from any input, Onkyo had recognised a certain batch had a fault & offered to repair FOC or trade in. They sent DPD with a box to pack it up with very quickly ALL GREAT. This is where it all went wrong. After waiting nearly 2 weeks thought I would chase for an update only to be told they had fixed the problem but the unit now had no power & they sent on elsewhere (there was no issue with the power when returned, no update was given to me. I chased few days later to be told to contact someone else, they gacve me the wrong phone number & as it turned out the wrong reference number! The 1st contact claimed they were chasing daily for an update, this turned out to be false, I was also told they were waiting on Onkyo Germany to authorise..........we keep on waiting! What started out looking like a positive customer experience has just left me feeling very frustrated with Onkyo!

I have called countless amounts, and 0 out of an infinite times has my calls been ANSWERED!

Recently purchased the txnr636 reciever and did the firmware update that added support for dolby atmos. After the update there are basically no surround listening modes except "Dolby Digital" I have registed my unit with Onkyo, I have sent several emails via their support page and I have also signed up for their forum all for the purpose of finding out more about this change. I have not recieved any call backs, no return emails and am still not allowed to post on their forum pending their acceptance of my membership. THis is most frustrating and very poor customer service

I must say that I terribly impressed a few years ago, when I called with a question and received very professional--and VERY HELPFUL-- assistance. Yet, right now, when I called, all I got was a computer voice and a referral to the ONKYO website, which provided no help whatsoever. C'mon, guys!!!

The fact is that my Onkyo receiver's performance has been exceptional for the last four or five years...but now is acting up (turning off). Would it be absolutely necessary to take it to a service center...or might this be something simple, which could possibly be remedied?

I will add that I registered for participation on the blogs, and have not yet received the email confirmation, which is kind of frustrating.

I've been tring to get in touch with onkyo support for2 weeks, after an an hour on hold I get disconnected????? I have the bad hdmi board problem with a new tx nr717,

At this point, after more emails than I should have had to write and getting silver-tongued by Onkyo's social media spin doctors--who had the audacity to claim my receiver wasn't under the auspice of Onkyo's replacement program, the choice is to either gamble with Onkyo's inferior design, their refusal to take responsibility for their malfeasance or purchase an A/V receiver from another source. Congratulations. Because you've refused to stand by your product and admit a design that blows out HDMI ports, You just lost a loyal customer who was single-handily responsible for between myself, friends and family members, no less than 16 purchases of Onkyo receivers.

You can be assured that as a published writer, I will spread the word through every magazine, review and social media website available, how lousy your products are
and the dismissive treatment Onkyo provided this once, former customer.

Sincerely,

Timothy Hurley
Berkley, Michigan
USA

I have had problems with my new onkyo tx8050 so I tried to contact tech support and found the support by this company to be very unfriendly to the customer. I feel if onkyo does not want to help with the customer support then maybe they should get out the the business. I will be returning my onkyo equipment and choosing a company that wants to help there customers

I called Onkyo's 800 customer service line sunday afternoon 12/14/14 and found the experience amazing! The gentlemen/Onkyo service Rep took great care of me and helped me with a complicated set of problems setting up my Onkyo Home Theater Receiver.

He was exemplary in every way: patient, intelligent, well spoken, and very very knowledgeable about every small detail of How Onkyo products work.

This is why a customer stays loyal to a brand. And why I will likely purchase more Onkyo products in the future.

Thank you, Onkyo Customer Service of Nashville TN.

I recently bought an Onkyo TX-NR636. I am content with what it does, but I had to call the Tech Service department to find out just how to make it do what it does. Afer a 35-year long career as a tech writer writing manuals for all manner of electronic devices, from medical instruments to computers and computer peripherals and surveillance systems, I feel qualified to say that the manual that came with the Nr636 was one of the worst I have ever seen. I'd have never gotten another job had I claimed that on my CV. Quite possibly the original manual was written by a Japanese engineer who assumed that it would be elaborated on for tAmerican customers - but the Japanese manual was never changed. It should be!!! The functions need to be fully described and the use of all the buttons on the remote need full description. The use of the HDMI OUT connection needs fuller description, etc. etc. It's a lousy manual for a very good product.

Do not buy Onkyo. They do not support their products. I bought a system a couple of years ago, and recently starting losing sound on all HDMI connections. I have and R-680 receiver. I noticed quite a few complaints having the same problems. Apparently, Onkyo was providing a fix for those issues. I called support and they said my model had not been reported having a problem, but I found quite a few R-680 users on the net had the same problem. They would not talk to me about having it fixed. They said I could have it fixed at my expense at a shop 150 miles from my home. Their support sucks and I will never purpose another product from them. I suggest everyone do the same, because they do not stand be behind their products.

had a hdmi board died on my unit it took them 5 days to replace after initial diagnosis and then unit did sit in the repair shop after replacing the board for another 4-5 days before it got shipped back so 10-11 days of 0 production

If your planning to buy any Onkyo unit from abroad & bring it to India think twice. Onkyo-India have all of a sudden stopped servicing & repairing of all products that is brought from outside India. Had a terrible time. They have only four or five service centers in India. I am having a very bad time with Onkyo Receiver. bought an Onkyo receiver in October 2012 from Dubai. first year itself it started troubles. got it repaired from Onkyo service center bangalore for a Rs.4200 on sept 2013 (had to pay even though it was under warrenty). again problem started in Feb 2014. But thanks to some company policy of Onkyo-india they have stopped repairing all onkyo products bought from abroad. (not because of any spare parts issue or technicians since the same product is available here now a days. Tried to talk the issue through but the response from regional level officers was pathetic. The assistant manager frankly said to me that Onkyo-india is some what cheating customers by having such nonsense policies even when the customer is ready to pay for the service and the parts/technicians are available. can u think of taking such costly equipment to a local repair shop or take an international vacation for a week every time to get the product repaired??

Do buy onkyo products. If you do save your receipt for 2 years. There is known issue with there hdmi board.

Most horrible customer service i found so far. First I try the chat option on their website. This seems to be either malfunctioning or just a picture for the looks. In either case, it is not working.
So i decide to make a ticket where i discribe the problem. I instantly get a confirmation mail with the promise of an ASAP answer. After a week of silence I decide to call them. I search the internet for a European number (im Dutch) i can only find a German based number. Calling them, hoping they speak english (Allthough I can speak a litle german im far from fluent and will have difficulties explaining my problem).
The phone is answered by a nice litle tape, no menu, but a German voice telling me there are no free service employees ATM I will be connected to one shortly. Hearing this message 3-4 times in 6 minutes when the message changes. Stating all service employees are busy and i should try again later. Shortly followed by a disconnection.
Tried 4 times today. All with the same result.

Brilliance! Most of europe speaks English most dont even understand german. Yet Onkyo apparantly has this strategy to run away from customers needing some support.
- a non working chat option
- Not replying to tickets
- A german number for the european Market (trying to prevent paying customers from calling?)
- Hanging up the phone after being in queue for 6 minutes

TL;DR: Onkyo support is either on Holiday or they don't care. This will be my last product from Onkyo.

I spent almost $200 about 3 years ago on TX-8255 receiver only to have it not not turn on! I replaced both fuses and it still does the same thing!!! I am so disappointed with this product! This company just stole $200 dollars from this poor , hard working man! As far as I am Concerned !! If no one resolves this issue with me from Brandsmart or ONKYO, I am going o do my best to make sure that big name brand stores will take this product off there shelves! I read the reviews and it seems that everything they make breaks just after the warranty expires! I want my money back, SERIOUSLY

Thi is about lousy experience with Onkyo customer service in India and specifically about Jai Ganesh (Chennai based Head of Onkyo service in India) and Domlur service center in Bangalore. They took my receiver in for repair in December at Bangalore Domlur center. The issue was that the receiver was tripping frequently. Note the receiver was purchased in USA but they agreed to fix it in India. Charged me about 80 USD/4500 INR. The receiver after getting fixed is again having same tripping issue within couple of months and so I took back to the service center. Now they are telling me that they will not service any receiver made in USA. I told them that they have not fixed it correctly the first time and they are refusing to fix it. I asked for money refund and that is also not being offered. Then Jai ganesh (Chennai based head) gets into this ludicrous point of how US based systems never work in India due to voltage differences when I have already used the system for 7+ years with a voltage transformer. Can you believe these guys? As much as I like Onkyo 7.1x system that I own, I am not investing a penny into this company and especially India counterparts are scamsters - beware buyers!

I recommended your product tx 8050 to a close friend of mine after I acquired an Nr 609 a couple of years back the 8050 was for a pub I designed for my friend. It malfunctioned and the symptoms were as per those listed on onkyo website when we looked them up. The unit was returned and the service desk claimed someone had urinated on it! It turned out to be a little tea as the unit was stored near a drinks machine. Onkyo refused to repair it, despite the symptoms being exactly as described in the website. They began seeking additional fees plus £60 to return it. My friend, disappointed refused, asked onkyo to keep it and has moved over to denon. I myself won't be buying onkyo again having been let down by my friend's poor experience with the product. Disappointed.

Onkyo parts & support is unresponsive after weeks of attempts to secure a RMA for a defecting product that failed under warranty. So sad -- will never buy Onkyo again.

I purchased the HT-3300 about 2 years ago. Only used one of three HDMI channels. Had a few problems along the way with this system, most of which I worked around not solving the problems mainly because I called many times and had no response from them. Time has passed and I wanted to use another channel. Only one channel will work, sound familiar. I called them many times in the passed few weeks and stayed on hold for hours waited for someone to come to my assistance. I left my telephone number in Q many times no response what a waste of time.. Buying this product will be a waste of your time and enjoyment....