Onkyo, like a lot of consumer electronics companies, can be a pain in the a$$ to deal with. I've had and up and down relationship with Onkyo, as have others, but sadly Onkyo is no where near the worst I've dealt with.
But, I smell a bit of a run-around here. First, has the repair center or Onkyo refused to service the DVD player or have they refused to replace it? Typically, Onkyo won't replace a defective unit until there have been 3 failed repair attempts, or the repair center deems the unit beyond repair.
Email/website support from Onkyo is, unfortunately, next to worthless. They are still stuck in the early 90's mentality, and haven't embraced the efficiencies of online product support. If you want to get any where, you need to speak with someone on the phone. But, before you do so, arm yourself with paperwork.
If you have it, track down a receipt/invoice/packing list from accessories4less.com. If you can't find a copy at home, contact accessories4less.com for a copy. Also, don't hesitate to bring them into the conversation. Accessories4less.com has a high score on www.resellerratings.com
) so they must be doing something right from a customer service perspective.
Once you have paperwork to back your purchase, call Onkyo. Be persistent, but polite. No matter what the situation, you have a defective part with an Onkyo badge on it, purchased from an authorized reseller. If tech support can't take care of the problem, ask for customer relations (dial 4 off the main phone menu if calling during normal business hours). Be prepared to fax off your invoice and a written description of the issue. Again, stick to your guns.
Now... with any luck, you may get the nice person at Onkyo that has the knowledge and the authority to fix the problem for you. In spite of strong evidence to the contrary, a few like this do exist (not many, be some...). If you luck out, you might not need to go through all this, but be smart and prepare for the worst, just in case.
It has been my experience that Onkyo isn't necessarily worse than other companies, they eventually will get things fixed. But, they can be obnoxious jerks to deal with. Onkyo USA is based out of New Jersey, and their support staff (all guys so far) seems to embody every negative stereotype of the New Jersey ********* you see on TV and in the movies. Still, if you can keep pushing ahead, they will eventually fix the problem.