AVS Forum Special Member
Join Date: Aug 2001
Location: BOSTON --- MA ---
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My 2 1/2 year-old Integra DHC-80.2 bought refurbished with full 2 year warranty from Onkyo started showing the classic signs of the HDMI board failure about 2 months ago, and things just deteriorated from there,
My best friend's Onkyo receiver purchased 3 years ago upon my recommendation had the same problem show up right before my unit and he took it to a local repair station that essentially charged him $30 just to inform him they could not fix the problem, so he emailed the closest Onkyo repair station in upstate NY and was told the repair would cost no more than $175; He shipped the unit and a few days later got the news the repair would cost him at least $300 plus return shipping charge, at which point he told them not to bother and do whatever they wanted with the unit. All of that for a receiver that cost him barely more than $400 offering excellent features such as Audyssey MultEQ XT and Marvell Qdeo video processing chip.
Based on his experience i decided to email the person whom appears to be the "point man" at Onkyo in charge of handling owners having problems with HDMI boards, Jose Torres ( firstname.lastname@example.org ), and asked him how to best proceed with repairing my unit considering my friend's experience, that all i expected was a repair charge not much higher than $300 at a reasonable 2 ~3 weeks repairing time. He immediately emailed me back asking me for a copy of the receipt (originally emailed to me years ago and not available any longer) and serial number of unit, which i did and Jose emailed me back within 1 hour informing me he had arranged to have my unit serviced free of charge at the nearest authorized Onkyo repair station and to expect a call or email from them soon !
I was very/very impressed how quickly and decisively he took care of my concern, the consideration shown as my unit was already out of warranty and i had already expressed my willingness to pay for the repair and the fact that we emailed back and forth several times without any time concerns from his part, considering what i imagine is his very busy job position at Onkyo.
I certainly feel that Jose Torres in representing Onkyo / Integra brands the way he did in my situation went above and beyond what i expected and he must be commended for it : how many reps from consumer electronic companies show that kind of consideration toward customers with out of warranty units needing repairs ?
Jose told me he is there to help any owners of Onkyo / Integra receivers and A/V processors having these HDMI board failures and that anyone may contact him directly at his email address listed above.
BTW, right before i packaged my DHC-80.2 for shipment i noticed that "NETWORK" and "FIRMWARE UPGRADE" on the "HARDWARE SET UP" menu were greyed out, not available any longer; Three weeks ago i did a full firmware download/installation without any problems, my direct ethernet connection to router has not changed and internet connection is fine in desktop computer, so it appears that another problem had cropped up with my unit....Hope it will come back in fine working condition without any HDMI issues, including some that i lived with since installing the unit : often times my computer connected directly to the DHC-80.2 by HDMI cable would refuse to turn on until i physically pulled the cable from the input connection AND my cable box never / ever worked with the DHC-80.2 via HDMI direct connection, i had to use component cable connection...
PS : Got my unit back from repairs yesterday, one week after shipment, and everything is back to perfect working condition.
I think a turnaround of 7 days for repairing such "finicky" A/V processor like these Onkyo / Integra top-of-the-line units is OUTSTANDING PERFORMANCE and both Jose Torres and the company in Massachusetts that repaired my unit, Pinnacle Service Solutions, deserve a lot of credit; They even double-boxed the unit for return shipping !
I have had many/many pieces of home electronics repaired over the past 40 years of purchasing A/V equipment and the fastest turnaround i experience is about three weeks including shipment back and forth - longer for ground shipping from California to East Coast which takes about one week.
After this experience my faith in Onkyo / Integra customer care and warranty has been completely renewed, re-established, reaffirmed.