Onkyo Customer Service Complaints - page 3

I had this onkyo NR809 for less than two years after a little more than a year it developed HDMI switching problem after few months there was no sound, called Onkyo parts and service. I sent the unit to a repair center in Maryland as per Onkyo service. I got the unit back after a month, with HDMI Pc board replaced. I hooked up the Speaker wires and turned on the receiver It stayed on for about 30 sec then shut off I turned it on again it shut off instantly. I called Onkyo And was told to send it back to the repair facility. I had pay the shipping charges twice.
My question is why didn't check the receiver before it was sent back to me.
Un happy customer

I also will not purchase another Onkyo Product again.
I have bought TX-NR708 AV Receiver - worked for three weeks than went asleep. No way to reset it. I've sent it twice to service. Nightmare!! Do you believe that there is no Onkyo authorized service In Toronto ... ?
There is one in Mississauga (they couldn't help me)
approximately 80 miles from me.
The biggest city in Canada with population approx. 8 million peoples living in area, there is no authorized service!!!
Be very careful buying any Onkyo product!

If you want to experience what I call laughable service, buy an Onkyo product. I have been a customer for many years and this Onkyo must be the red headed step child of the Onkyo I remember. I have tried every avenue of service available, phone, emails, and facebook. Without going into long detail, which I am sure you would all actually enjoy, it has been a nightmare. Have you ever been to the point where you just wanna beg for service..."I've had enough, I give in, please, please, give me service." Even then, nothing. (tumbleweed blows by) Take my advice, buy Onkyo if you absolutely positively know that you won't ever need service on one of their products.
Just my opinion, take it or leave it.

I had my Onkyo TX-NR807 over 2 years. but I haven't use it over 6 months. when I try to use it again. it hit the well known HDMI no sound issue. When I call ONKYO Hong Kong. They said I need to pay $280 USD for replace the new board. According to my research in internet . ONKYO US provided once hdmi board replacement or provide another similar model to customer. When I try to contract US / UK ONKYO . They said they cannot help.

I recently purchased Onkyo's TX-NR616 7.2 Network A/V receiver. I believe it came out April 2012, which to me is extremely new as I previously had the Yamaha RX-V493, released in April 1999 .... 13 years older! It took me ages to finally get everything JUST the way I wanted w/the old one, but I did.

I thought I needed a digital receiver w/HDMI to expand upon what I had. I understood NOTHING in the manual & was so completely confused, over my head & out of my league. I DREADED the expected, totally useless call to tech support SO much I waited about 6 weeks to call.

I finally called Onkyo support 1-800-229-1687 and spoke with "GABE". I CANNOT SAY ENOUGH PRAISE for Gabe's totally impressive knowledge re my receiver & the continuous enthusiasm he responded w/to ALL my exasperating questions. He was SO thorough in detailing each & every point from every angle. He was on the phone w/me about an hour & a half & eagerly wanted to continue w/the next step. I was exhausted & not close to being ready to continue. I chose to end the call.

GABE made it very clear that whenever I was ready I could call back and request GABE! I'd not need to start all over w/someone else! Totally unheard of & a first for me!!! I called him today. About 4-5 weeks later. As far as calling THIS support #, both times it was answered within 2-3 rings and picked up by a "human" less than 2 minutes total.

Today I was told GABE was on the phone w/another customer and given the option to hold or leave my # to be called back in the order of my call, just as if on hold. I also was given the option to leave a message on GABE's voice mail as well. At first I did not trust being left in "calling order", so I held.

After only a minute or so I decided to "trust" their word since everything thus far had been superior in EVERY way....so I left GABE just enough info so he could pull up our previous session & be as prepared as possible. I received my "call back" 45 minutes later....OUTstanding!!!!!!!!!!!!!

I was just as impressed as the first time. I thought I could save us both considerable time by having a friend take over the call. Thinking he'd know what GABE was technically talking about, whereas I would not. As my friend was conveying the technicalities of his conversation w/GABE, I was left w/the uneasy feelings of confusion & doubt....in his interpretations & conclusions of what GABE was explaining re "Zone 2" connections.

Hence my discovering this site in my searching for a way to get an email to GABE, (as support # hours were closed). Thought by emailing my concerns & doubts, double-checking w/GABE could possibly speed things up w/either a written reply or if/when we spoke. I have been unable to find such an email address for GABE or Support at all....

Should ANYone be able to provide this, I'd greatly appreciate it. IF there is no such option, THIS would be my only complaint....I DO feel strongly that this SHOULD be an option.

My rating for Onkyo support would have to be the highest possible...I suppose that would be considered a "10" - "5-Star" - "Excellent" - whatever rating style used, the highest satisfaction choice possible! This of course is directly attributed to "GABE".

Without "GABE" I'm sure I'd not have bothered to submit this EXTREMELY positive review. Unless there would have been cause for a significantly negative review, fueled by indignant outrage, I'd not have bothered to spend time at all responding.

Sincerely,

JAN AGUILERA

I finally just talked to Paul a rude tech service guy about the receiver problem that I have only had for about a year & 1/2! He said I would have to have the origional receipt. I don't have it so Onyko won't help me?!!!. Every appliance I have owned with warranty issues I have used the serial number. Needless to say, I won't being buying any Onkyo products anytime soon!!!!!



I am going to post on the internet as to what seems to be poor quality issue by Onkyo and how RUDE their reps are in dealing with these issues. If someone wants to call me from Onyko except for Paul my name

I would NOT purchase another Onkyo Product. I have had the same unit repaired twice under warranty and it still has problems. Onkyo does NOT care about the customer. The Onkyo rep was very rude does not even try to help you resolve the issue. He said you have to call the warranty repair center. I tried to explain to him (KEN) that I have been calling the warranty center and had been unsuccessful at reaching them. He told me I just have to keep calling them as they talk to them everyday all day long. I have called many times and get a message that if you leave a message they will call you back. Well, guess what I have done that also and they do NOT return your calls. I have sent a fax and never received a reply or call back from that either. They warranty Center they use does not care about the customer either.

The customer service is very poor. Customer satifaction seems to be a very low priority. I will not purchase any more Onkyo products. EVER.

on 1/26/13 i purchased a onkyo 3500 home theater. in april the surround speakers,sub-woofer,and center channel speaker quit working. i went on your website to find service locations. it gave me 5 locations around pittsburgh,paand 4 out of state plus lincoln park,new jersy. i called all the ones around pitts. and they all said they usedto but do not anymore. then i called n.j. and they told me I would have to ship and pay the expense of shipping since the whole unit weighs 50 lbs. i took it to my local electronics store and for $107 fixed it. i called the warranty service # to get reimbursed and was told flat out i am sol. in the past i have always had sony or rca products and never a problem in fact i have a cassette player that still works. i think your customer and your warranty suck. how can you expect someone who bought your product in faith and treat them like we got your money now go to --- i will never buy an onkyo product again. thank you for nothing.

I wish I had read these before buying my Onkyo TX-8255 receiver. I got a couple weeks of good sound from it before it started overheating and shutting off. For the next couple weeks, performance was OK as long as I kept the volume relatively low and didn't use it more than a couple hours at a time. But last night, it shut itself off without even getting hot. Then, this morning, it was shutting off as soon as I turned it on. It kept doing that even after unplugging, disconnecting all inputs, and letting it sit for an hour. I was going to send it to a service center, but from the comments here, it sounds like I'd be better off writing it off and getting a more reliable make. Any recommendations?

I purchased three Onkyo products, a TX-SR70 AV Receiver, a DV-CP702 multi Disc DVD player and a TX-SR502 AV Receiver and they are by far the worst junk electronics I have ever had. I have had to send them out to be fixed for various reasons some under warranty and shortly after the warranty all three have had problems at different times. The DVD stops playing for no reason and skips cd's for when it feels like it. Both AV players have had channel and video issues. I have a Yamaha receiver and CD player that is twenty five years old and every time my Onkyo breaks I use the Yamaha while I wait for the Onkyo to come back from repairs.

I am done with Onkyo and my advice is to stay clear of their products.

Purchased a TX-SR309 - 3 months later powers off due to static problem that was known to exist on units manufacture in Malaysia 2011. Onkyo sent a prepaid return shipping to repair location. Two weeks later product was returned and working. Sounds good right!! Well this past week unit powers off on its own followed all troubleshooting steps, then call service. They have a record of the last "fix" on the unit dated 5/2012. They say its still in warranty, but that I need to pay for shipping the unit 100+ miles for repair along with original receipt from 2012 that they confirmed via telephone. I told them the nit would be taking a much shorter trip and that was to the nearest GARBAGE CAN. If you are thinking of Onkyo as a purchase, please do your self a favor and don't do it. You've been warned !!!

customer service is horrible...the worst ever...do not buy anything from Onkyo...ever!!!

I bought a DXC390 6 disc changer. Extremely disappointed. I got rid of a twenty some year old Techniques that worked like a charm after almost twelve hour a day continuous use until it finally gave up the ghost. It started skipping, but still played when I would clean the head. I was told by a service guy the head was worn out. No wonder with the thousands of hours it was in use. Thought I was buying a "better" brand by choosing Onkyo but it is a piece of crap. It started skipping after about six hours use and stops whenever it wants. I program it to play all discs, it'll stop at disc 4 or ? The closest repair (for warranty) to where I live is 165 miles away. Just can't trust anybody these days.

I have a Onkyo TX NR807 and I purchased it about two and half years ago. First when I purchased this receiver, I had it for about a week and the left speaker wasn't working and when I would change over to another input with the same sound level, it would shut off! It was very aggrevating, to say the least! So, I brought it back and got a new one. I set it up and everything was fine, for about 2 years and a month, now I have the same problem and it even shuts down, when i switch to a different tv channel too!!! Very displeased and will NEVER by a Onkyo again!!!! I will return to Yamaha! Have had my yamaha receiver for 20 years and it still is working fine!!!!!!!!!!!! What the HELL is wrong with you Onkyo??? The bad thing is my friend told me to buy this receiver too!!!!

I have TX-SR876 receiver. It worked fine for almost a year and HDMI switching started to fail. Also for some strange reason the switched outlet in the back stoped switching off in standby mode. I have a cooling fan plugged in because of the heat, even in a stand open to front and sides. Sent in for warranty, fixed and returned. Worked ok for about 3 months, then noticed outlet didn't switch off again. Now, not even two years old, the switching is starting to go out again. Out of warranty now. Looking on the forums, this is a quite common problem. Looked at Onkyo site and their forum is suspended. No way to email them. Onkyo used to make good equipment. Now it seems they are running away from bad design problems. Never will buy Onkyo stuff again. I will advise everyone I know and on every forum of Onkyo's lack of integrity and engineering skill.

I have a 706 with a dead HDMI board ... SURPRISE!! contacted Onkyo and the response was spend it back to our repair shop all at your expense ...never mind that we sold you a defective receiver in the first place ... SUCKER! I'm replacing it with a Yamaha 2020 or 3020

So tell as many people as you can.

I have an Onkyo amp that died within 12 HOURS of purchase. Joke-yo's service amounts to a 4-6 week wait time for repairs.

Best of all, I had to call 3 times and throw a fit to get Onkyo to cover the shipping!

Pardon the 80s nostalgia, but I sincerely "pity the fool" that buys Onkyo and the product isn't perfect on arrival. Onkyo could care less.

Bought an Onkyo SR606 had problems. On Onkyo's instructions I sent it to JL Electronics in Vancouver BC. Closest authorized service. Returned to me in about a month. Worked OK for three months then started to blank out again. Worst piece high end electronics I have ever bought.Never again will I buy an Onkyo product. What a disappointment.

I got an Onkyo receiver as a gift, therefore I did not have a receipt for the warranty on it. My model is clearly less than 8 months old because it just came out in production and should be covered under warranty. But the customer service was horrible and would not do anything for me. The power supply is bad and they will not fix it. Not a good way to run a business. So I have a $300 paperweight. No more Onkyo for me.

I too agree with the previous listing. I called twice and the current hold time was over 120 min. are you crazy. When I finally got through, I was having issues with the surround system as only one speaker was working, while everything was hooked up correctly. Both times I spoke to the agent, they were unhelpful, and rude.

I have an Onkyo TX NR807, I am one of hundreds of people who have the no sound problem. An issue where the DSP chip on hdmi / dsp / network board stops working due to over heating. This is a well known and well documented problem. I have had it repaired once and it reoccurred two months later. I am still trying to get a response from tech support, either via e-mail or phone, still nothing. Onkyo has become such a bad company, this problem exists with many TX NR receivers and Integra DTR receivers. As a home automation programmer I have seen this isse allot, mostly in the Integra line. I dont mind that they had a quality control problem, I mind that they are very apathetic at fixing it. I will be recommending Denon from now on!

I tried getting helpbecause i can not get my surround sound to work. Then i played a dvd for ny grandaughter and could not get the system to work... When asked whay i wanedi was stunned HELLO there is only one reason to call customer support aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaI will be returning my merchansise i dont care for sarcastic and rude people!!!!

Caution do not buy any electronics from this company, purchased 2 tx-nr 609 recievers both needed service since june of 2012 almost sept 2012 now, when talking to customer service (almost impossible to get through) told will replace 1 of the units will sent me label for return after 2 weeks waiting for return label told will call me back next day have never recieved label at this point decided to just dispose of unit and buy anything but onkyo.

Very dissapointed in the SR805 I bought 3 years ago. It had intermittent video problems and has now failed and diagnosed as an HDMI board. The dealer can't get a new board from Onkyo as they insist that I somehow get the unit to a service shop 235 miles away for a 5 minute installation at enormous cast. This is only consumer fraud. I certainly will replace this Chinese made, low quality Onkyo with something better. No other helpful response from Onkyo.