Onkyo Customer Service Complaints - page 4

I have been trying to get in touch for warranty service since April 18, 2012, on hold for 2 hours and 38 min's today, still not a live voice except for elevator music and "aaal service tech's are busy and your call will be ansewered shortly" the product is th TX-NR807. withing waranty time but get help forget it.;

I am unfortunate enough to own a TX-NR808. Having a problem with it is one thing but the non-existent tech support is quite another. Don't bother calling them. You will be on the phone for hours waiting. I finally got one of those so-called support people to send a box so I could get my receiver fixed and they sent the wrong label. I tried three separate times today to get someone to handle this for me. Was hung up on with the first guy and was told by the second that he would take care of it as soon as he could. I waited 5 hours and nothing. Tried calling to talk to a manager and was on hold for over an hour. I finally gave up. don't buy anything from Onkyo if you want service.

I have had 8 contacts with them by email and fax. They promised to help me and suggested a way to get things done in theorym - all due to a faulty HDMI board (like almost everyone else with an Onjyo receciver). When asking them on how to proceed in practice it has been dead silent after numerous emails from my side. In a vain effort - I did post a phsical letter to the CEO describing my problems and asking for help but to no avail. Dead silence,

Can never get them on the phone to resolve issue. Under warranty and need warranty authorization letter sent to authorize dealer.

Support function is a joke - don't even answer emails and I can't register in their online support forum. They act like the intern is in charge and doesn't really know what to do with all those emails and calls. My new TX-NR616 has potential, but the firmware upgrades do nothing and repeated attempts at getting some help are ignored. They are about as bad as it gets in this category.

A few month after warranty expired on my ONkyo 707 the sound stopped working. The issue is very common - bad HDMI board. Search around on the net or read the reviews on Amazon - the failure rate is very high. Very disappointed in the reliablity of the product.

Since January, 17th this year, my right front speaker (ONKYO HT-S3300)is in representative service here in São Paulo-Brazil, named Disac and they informed that the spare parts will arrive in my country after February 27th !!!
(40 days waiting one spare-part)
I can not belive why takes so much time to get one spare part in these days.
My service order (OS) number is 39346 and Disac informs this is the normal way, that means, just wait.... Is this the way you treat your customers?

I was on hold for over 30 minutes, and still never got in contact with anyone live to speak with. In addition, my Onkyo receiver needed to be serviced due to a malfunction. The receiver is still under warranty (only had it 2 months), and I have to pay the shipping to send it in to the service center.

I purchased my TX-SR608 18 months ago and started having problems 6 months ago with the RIHD function. Onkyo told me to send it to an authorized service company for repair. 30 days after sending it in I was informed that Onkyo had the parts on back-order with no ETA. After another 45 days of waiting Onkyo agreed to replace the unit with a new one. It has now been another 45 days and I have not heard from them. I have left several messages for the customer service rep that I spoke to in early December and he does not even return my calls.

Received HT-RC360 which failed out of the box. Onkyo technician directed me to send it back to the seller which was at my expense. Onkyo response to my letter to onkyo stated that they only pay for shipping to them under warranty and to contact the seller. In other words onkyo has no responsibility for the quality of their product.

Bought a tx-nr807 receiver and after 1 1//2 years had a problem with the hdmi board (apparently a common and expensive problem). Onkyo said warranty void because the seller not an authorized seller, seller says they were authorized but stopped handling Onkyo because of such poor quality. No one will help and no one with fix under warranty.

I sent an Onkyo receiver for repair 3 MONTHS ago and I am still waiting for the unit. Calling and complaining did not help at all. I will NEVER buy another Onkyo product. I have no faith in anythig Onkyo customer service says.

I have bought this Onkyo home theatre (HT-S3300) 5.1 speaker systems by the end of last year 2010. I have been rarely using it for around eight months, and one fine already I switched on the receiver to enjoy the American idol program , and suddenly found out that when ever I tried to switch on the receiver, it was shut down while blinking the amber light. I have tried a few times without success and the next day I called the onkyo service support and it took a week for them to pick up the receiver for checking. After 3 weeks later, they informed me that it is ready and we made an appointment to set up and at the point of setting up the newly repaired receiver, we have encountered the same issue. So the service guys took back the receiver and it took around 3 weeks again that I received the cal from them that they are ready for my receiver to deliver. We again set up an appointment and to my surprise, the receiver failed again at the point of the set up for the second time. I was very frustrated obviously, But I was quite relieved after the service guys apologized humbly and promised me that for the next time they ll repaired without failure. Then they took back the system and after 3 week later they called me back and we arranged for the set up of the newly repaired system. This time it seemed to be working, and I was quite pleased with the result, until a week later, the receiver shut down automatically again while blinking red light this time, but not always though. Until now it has been like this and I have been trying to call the service guy again to set up for the repair. It was my most terrifying experience when coming to this onkyo system support service. WTF! Must avoid onkyo by all means!!!

My two week old TX-NR809 has begun shutting off randomly. This is the first time I;ve needed support for an Onkyo product (I've purchased three receivers total that were made by Onkyo). Four days after e-mailing them I still have not gotten a response. Great service Onkyo (NOT!)!

Two months after purchasing my Onkyo receiver, it stopped sending video through the HDMI. I sent it in for repairs ($70 for shipping and handeling). I got it back after two months. A week after I got it back the screen turns blue and nothing works. I've tried contacting Onkyo through email and they haven't returned any. This has been a terrible experience. Never expected to get such poor support after spending 1,000 bucks on one of their items. I recommend not purchasing Onkyo in the future.

I just went through a nightmare experience with Onkyo repair and customer service. My HT-RC160 has broken twice in its first year of operation. Second time it was determined by the "Authorized Onkyo service center" that it was the HDMI board. Onkyo fought with the service center regarding the diagnosis because they did not want to have to pay for the warranty repair. They finally capitulated then they were unable to get the part. All of this resulted in a two month repair window. It would have been longer (three months I was told) but as soon as the Better Business Bureau got involved they somehow miraculously found the part.

Customer service(or lack thereof) was rude and inflexable. They asked me to write a letter of concern and then ignored my concerns. They refused to provide me with the names of higher ups to whom I could take my concerns.

I am quite certain that this board will fail again at which time (I am told) Onkyo will need to make a determination as to weather or not the unit is defective and should be replaced. Quite honestly at this point I regret buying this thing and wish I could have just gotten my money back but I am stuck with it. When it does work it is quite a nice unit.

I bought a TX SR308, which failed after about two months, perhaps due to poor ventilation. Factory "Service" in Lake Worth, Fl. has had the receiver for over TWO FULL months now and has yet to return it to me. Terrible!

Two months out of warranty, the HDMI board on my TX-SR805 failed. This is a known problem with Onkyo receivers (google it). When you spend $900 for a receiver, it should not fail after such a short period of time. Onkyo's service representatives were completely indifferent and rude. They clearly did not understand the meaning of customer service, and one actually agreed with me in a condescending manner that I should not buy another Onkyo product. At the end of the day, I have wasted time and money and I have a 50 pound paperweight taking up space in my basement. I will NEVER purchase another Onkyo product again. I strongly recommend against purchasing Onkyo.

My Onkyo receiver has serious quality issues.
My TXR 807 stops working (HDMI circuitry) when it gets hot. I had to install extra forced cooling to make it work halfway.

They treat customers like they were their enemies. (argumentative, arrogant).
A friend of mine has the same issue with another Onkyo.
Do they really give a peanut about people who have spent their money with their products?

Ignacio Ospino
[email protected]

Terrible customer service, very disapointed in the Onkyo product I bought!

I have an onkyo 807 receiver. I started having problems with it going in to protect mode when I called onkyo they told me I had but one choice, to take it to a local repair shop where I waited over 1 month for them to fix it. (or so I thought) so again I call onkyo who rather than make thing right told me to take it back to the same repair shop where it now sits. Six weeks later and dozens of phone calls to the repair shop and onkyo I get the same response. "There is nothing we can do until it has had the same problem repaired 3 times" dose anyone else see a problem with this. Why spend $1,300 to get treated like crap! If I had this to do over again I would not buy an onkyo. I don’t intend to make this same mistake again!

Hello,
I just got off the phone with a rep @ 8002291687 #3 tech supp. Named "Johnathan".
I purchased this onkyo tx-8511 from now defunct Circuit City for $350 a year ago. I have hardly used this unit in the entirety of its life; Literally under 100hours. When plugged in it is immediately in "standby", the red light is on and the yellow mroff light is on. When any button is pushed Nothing happens, the remote has no apearing effect. I tired the re-set of pushing/holding video1 - speaker A or B or any combo period. The fuse is perfect + i replaced just in case.
Onkyo 's reps solution is to send me out 8+hours one way or paying myself to ship it in for more paying repairs. While calling this company there is an annoying voice that comes on and constantly asks you to leave call-back or continue holdling and i mean CONSTANT like they want to screen customers and not deal with anyone like real cust. service does. Then the Rep was very "matter-of-fact" and lacking an understanding that I put money out for a product that should last for like 15+yrs and not degrade or corrode.
That is very Lousy customer service, and
I would never recommend buying an onkyo product.

My Onkyo receiver model TXSR806 failed after only 12 months. I took it to 3 techs in San Diego which is the service center for Onkyo. 3 Techs explained to me that there were a number of problems associated with the main board and that Onkyo will not replace the entire board just the parts needed. It has been six weeks since I took the receiver in for repair and they are still awaiting parts from Onkyo. I wrote an email to Onkyo complaining about this and did not receive a reply. I am very unhappy and disappointed in this company and will not purchase another of their products. Prior this receiver I had a Danon which worked for four years without a problem.

My experience with the so called customer service department proved the term "service" to be an oxymoron.
Unanswered emails and voice mails, on hold a total of 1hour and 10 minutes.
I encountered reps that were argumentative and surly..maybe its just east coast manners.
I will not buy an other Onkyo based on the lack of customer service.
too bad...i did like the product.

I would agree STAY AWAY from ONKYO. i have purchased a Onkyo TXSR-876 last year $950.00USD and in 11 months stopped working. It's been 2 months and still not finish being repaired i will never buy another ONKYO RECEIVER AND OR ANY PRODUCT ONKYO MAKES. customer service says they will call me when finished. i have called many times to keep in touch and every time they give me another story backorder parts or still working on it. Onkyo makes no mention any where on how long repairs should take. "BEWARE of ONKYO" also check out the BBB on them, then you'll see not to buy expensive products from them.