Ok, this is going to be a lengthy post, but I wanted to detail and outline my extremely bizarre and ridiculous experience with Onkyo. Based on this experience, I will refuse to buy any Onkyo products and I will make sure that my opinion matters by sharing it with everyone.
My TX-SR876 started refusing to produce any sound to any of the speakers. Upon taking it to a repair shop, I've learned that the cause is the defective HDMI board. While reviewing various boards and forums, I learned that it is a known issue with various Onkyo Models. Onkyo has acknowledged the issue by starting the "Loss of Audio/Network Connection Customer Care Program"
). Unfortunately, my receiver is not eligible, according to the website.
When I called Onkyo to address the issue, I talked to Enri Jasmin, who informed me that this unit is out of warranty, does not qualify for the aforementioned program and my only option is to trade it in for a discounted refurbished Onkyo receiver. Obviously, I don't really want to invest into another Onkyo product when I believe that the company should repair my current one.
When I contacted (via email) Jack Cooper, their National Parts & Service Manager, he informed me that my unit "predates the receivers that are being serviced for a defective IC chip related issue". When I replied that I do not agree and would like to escalate the issue, his response was "Please reference my response, this is the companies position, there will be no escalation." My follow up calls to Onkyo yielded no results at all; first, Boris at their service department has suggested that it is a mere coincidence that my receiver has the same issue as the other units and they "get calls from everyone for anything under the sun!" According to him, he talked to Jack Cooper and there is nothing that they could do. When I asked to talk to Mr. Cooper, I was told that he is at a meeting already - what a timely coincidence (again).
Another call to their corporate department produced the same - a very nice lady on the phone said that Onkyo values their customers and their brand that they've been building for the last xx years. Furthermore, she said that Jack Cooper does not report to anyone - how do I find a job like that?
So, at this point, I see that I'm SOL with Onkyo - so I decided to inquire about the HDMI Board (part). Unfortunately, Onkyo does not sell parts to consumers - only to authorized repair shops. Furthermore, they again pushed their Trade-In Program. Their closest authorized repair shop, Adam's Electronics, is over 400 miles from me - in Huntington Beach, CA! The shop would not order the part for me - it is not their practice, unfortunately.
As I hit the wall, I decided to use Onkyo’s trade-in program. Their agreement sent on a simple MS Word document stated “Trade-in Cost: $270”, which I understood would be the amount I receive for my broken receiver. I thought that the cost would be $450 (listed on their trade-in website) - $270 = $180, which I was willing to accept. Well, I was wrong – $270 is the amount I had to pay for a recertified TX-NR626 AFTER returning my unit (and paying $90 for shipping).
Onkyo has not stopped on screwing me there – the first TX-NR626 that I received from them was DOA! I had to return it and wait for another week or so to get another one.
So, in summary:
- I had a broken receiver that Onkyo refused to repair for free, despite acknowledging the same issue with other receivers.
- I could not order a replacement part because Onkyo does not sell parts to consumers and neither do their repair shops.
- Onkyo is pushing their Trade-In program aggressively. In other words, they are forcing consumers to invest more money into their products.
- 5-year life for a $1,200 AV receiver? In my world, it is simply repulsive.
- 270+90=$360 for a recertified TX-NR626…
_____Amazon sells them NEW for $269.99
_____Basically, I gave my old TX-SR876 to them for free and overpaid over $100
Despite liking the features that Onkyo receivers offer, I will not buy their products again because they treat their customers unfairly and refuse to accept responsibility.