When my second Onkyo unit failed I looked into it and they had recalled 4 years worth of Onkyo units. They knew of the problems with units completely shutting off sound for years. I had bought 2 units myself and both failed. I was such a loyal Onkyo buyer I replaced one of the units with the new TX-NR646.
When my second one failed (3rd unit total), I reached out to Onkyo to see if they would simply replace my unit. The following email is what I got as a response. Apparently as a consumer I was supposed to check their website to find out they had a program for this . Look at the exchange between us. Worst customer service ever.
Contacts you might want to consider when you have problems
Lee and Donald,
As a loyal Onkyo buyer I bought another unit after my first failed. Without having a second one do the very same thing I did not know to proactively research the fact that Onkyo had been producing units with the same problem for quite some time. This is Onkyo’s fault at its core.
The statement “Essentially, it basically seems that you proactively chose to replace your unit without contacting us or checking our website.” is insulting as most people like myself believe in the products they buy and the companies that produce such products.
I asked that since I did buy another unit, still Onkyo and in fact the same unit you are offering for a discount, for my second failure you guys simply send me a new unit. Very fair after purchasing 3 units!
I would ask you to reconsider and forward my email to the president of Onkyo US! Hiroshi Izutani
From: Donald Law [mailto:Donald.Law@us.onkyo.com]
Sent: Tuesday, October 25, 2016 10:13 AM
Subject: Onkyo receivers
The manager spoke to me about your situation and basically explained it similarly to the way that I did:
“If he hasn’t had his 609 repaired already he can trade it in for a TX-NR646 A Stock for $249.00. It is unfortunate that he didn’t take advantage of the SSP [Special Service Program] however he did have the option and we did list it on our website.”
Essentially, it basically seems that you proactively chose to replace your unit without contacting us or checking our website. Onkyo isn’t responsible for that and is not obligated to release a free unit.
However, I am sending you the following information regarding our Loss of Audio/Network Customer Care Program.
We would like to assist you. Please follow this link and supply the requested information to verify that your unit qualifies: http://www.onkyousa.com/Support/service_info.php .
If your unit does qualify, a box and prepaid shipping label will be sent out. Please note that as part of the repair process, the firmware will be upgraded and all user settings will be reset to factory defaults. The average time for repair is 7-10 business days after the unit arrives at the service center.
PLEASE NOTE THAT IF ANY UNRELATED ISSUES ARE FOUND, YOU WILL BE CONTACTED WITH AN ESTIMATE TO HAVE THOSE ISSUES REPAIRED AT YOUR OWN EXPENSE, OR AS PROVIDED BY OUR STANDARD WARRANTY POLICY. PLEASE REVIEW THE LINK PROVIDED ABOVE FOR FURTHER DETAILS.
Parts and Service
201-785-2600 option 4 Phone