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Official Onkyo TX-SR707 Thread [No Price Talk] - Page 110

post #3271 of 3599
Quote:
Originally Posted by WaltL View Post

My 707 started acting up last week. It is 22 months old. It appears there is definitely a material defect, since all our receivers seem to be failing with the same sound symptoms. I've done the reset, but it takes several tries to get it to reset, whereupon the speaker icons glow and sound is re-established. It's been acting up for about a week. I have learned to turn the receiver on for about an hour, then do the reset. The sound normally comes on in one try. It is definitely a heat related problem, which I suspect having to do with the solder (I'm no techie). I talked with United Radio, they're telling me a minimum of 10-15 business days turn around time. Also, contacted Onkyo via email to see if I could get a rise out of them because of the upcoming holidays, but they said just send it to the repair center. Will send receiver to United on Monday. Will follow up with the forum as situation unfolds.

Update.....Receiver still awaiting parts at United Radio. Michael Russo, Onkyo still not answering phone, sent another email to Onkyo today. Very frustrating with Christmas fast approaching.....
post #3272 of 3599
Quote:
Originally Posted by WaltL View Post

Update.....Receiver still awaiting parts at United Radio. Michael Russo, Onkyo still not answering phone, sent another email to Onkyo today. Very frustrating with Christmas fast approaching.....

Update to the update...United Radio just called to let me know parts will not be available until Jan 2012.
post #3273 of 3599
Quote:
Originally Posted by WaltL View Post

Update to the update...United Radio just called to let me know parts will not be available until Jan 2012.


Now that really sucks....call Onkyo directly.
post #3274 of 3599
It's been since October 3rd, and still they haven't replaced the board on mine. This is definitely epidemic and worth a law suit. Michael Russo isn't calling me back. Onkyo isn't responding to my emails.

I submitted a complaint online to the Better Business Bureau of New Jersey.
post #3275 of 3599
Quote:
Originally Posted by encee View Post

It's been since October 3rd, and still they haven't replaced the board on mine. This is definitely epidemic and worth a law suit. Michael Russo isn't calling me back. Onkyo isn't not responding to my emails.

I submitted a complaint online to the Better Business Bureau of New Jersey.

This isn't sounding good at all. A few get brand new 709s and now the rest get nothing? My warranty will be up near the end of March 2012 and I'm REALLY worried with all these that seem to be dying.
post #3276 of 3599
Quote:
Originally Posted by WaltL View Post

Update to the update...United Radio just called to let me know parts will not be available until Jan 2012.

Got a call from Onkyo USA late today. They are verifying with United Radio status, requesting United Radio ship my proof of purchase which should occur today. Then the unit has to be shipped to Onkyo and at that time the unit will be exchanged, but exchange model number was not indicated. The folks at Onkyo were very courteous and understood the problem, but it is apparant that they are extremely busy. Michael Russo did call and left me a message to contact him which I did, but a lady later in the day contacted me and stated that she will handle situation once paperwork verified and unit received. I will follow up with the forum as the situation unfolds.
post #3277 of 3599
Quote:
Originally Posted by WaltL View Post


Got a call from Onkyo USA late today. They are verifying with United Radio status, requesting United Radio ship my proof of purchase which should occur today. Then the unit has to be shipped to Onkyo and at that time the unit will be exchanged, but exchange model number was not indicated. The folks at Onkyo were very courteous and understood the problem, but it is apparant that they are extremely busy. Michael Russo did call and left me a message to contact him which I did, but a lady later in the day contacted me and stated that she will handle situation once paperwork verified and unit received. I will follow up with the forum as the situation unfolds.

That's great news. Do yourself a favor and make sure you follow-up with everyone along the way. My repair center sat on it for over a week after they received the RMA# from Onkyo. had to call them to remind them to ship it. Get shipping tracking info. Once at Onkyo, call again and confirm they received it and get ETA for shipping replacement. That took another day or so to get it into their system. Once that happened, I received mine the next day here in Boston from NJ (I suspect).

Good luck!
post #3278 of 3599
I think we're definitely starting to see a left hand not knowing what the right is doing situation now. I originally had a part not available till January notice, the ABL continued and got part no longer available and a return authorization. Wonder which is the truth. I'm playing the holding game with Onkyo right now trying to get an ETA.
post #3279 of 3599
Sent mine into ABL yesterday. I guess I will see what they tell me. Did they contact you first or did you call when your 707 arrived?
post #3280 of 3599
Quote:
Originally Posted by cbalent View Post

Sent mine into ABL yesterday. I guess I will see what they tell me. Did they contact you first or did you call when your 707 arrived?

They kind of come and go on the communications front (probably depending on workload or the like), but they do have an online status check. At the bottom of their home page is a link for it, just needs the RA Number they had you put on the box and last four of phone number.
post #3281 of 3599
Quote:
Originally Posted by encee View Post

Thanks for the post. I think that makes good sense to replace if after the 2nd time it fails. I may try one more time to make contact with Michael Russo. The service shop felt that my replacemnt board will be delivered soon.

We all just need to be vigilant to go back and post a review from where you purchased this if it was at amazon, newegg, or whoever so that it will help future buyers make a choice between this or Yamaha or Denon.

It appears that there is no consistency in the way Onkyo has handled the failure of a $700 product. I dont understand why they cant replace the bad components or just the unit itself in one shot. Is Mr. Russo the only dude who can decide when it is appropriate to stop repairing a bad product. Sillly.
The gentleman at Onkyo I spoke with is not able to make a decision? Not 6th Ave's fault. Not gonna make it theirs either.

So, what is the best product out there to replace the 707? Since no snow has fallen in ny, unspent gas money is ready to support a new unit. $2000 worth of speakers sitting idle.....
post #3282 of 3599
To round out my "No Sound Issue" story, I just recieved a replacement 709 in the mail yesterday.

Overall I'm satisfied with Onkyo's handling of the situation.

I also wanted to pass my along my experiance with some pointers for those of you having the same problem.

My unit started having problems in the middle of October. After re-hooking up speaker wires for two days, I checked the AVS site and found I wasn't alone.

I emailed Onkyo and they replied with the standard letter directing me to take it to the local service center. (Makes sense, as they can have someone verify the problem and make sure it is actually the no-sound issue.)

I took it to the service center two days later. It took them a couple days to get around to diagnosing the problem and then they ordered the part. The part was due in the middle of December.

I suspect the local service center is not going to advocate very strongly with Onkyo to replace your unit as that would cut out their service fees. My service center was more than happy to wait for the part to come in. I had to call several times and press them for what they were waiting for and when they expected it.

Once I had information that a part was on order from Onkyo and it was a month and a half out, I was able to get somewhere with Onkyo.

With Onkyo, I just called their support line and pressed the options for requesting a call back. It was not just Mr. Russo who was able to help and their were several representatives that I talked to there.

So once I had a part order date of mid December in the middle of November, I was able to get the representative to agree to replace the unit if the part didn't ship by the 20th of November. They thought they were getting more parts in on the 20th.

I called on the service center on the 21st and they didn't have the part. And then I called ONKYO and they agreed to replace the unit. That involves having the service center send a copy of the bill of sale back to ONKYO. After that, ONKYO sends the sercive center mailing information and they send the unit back to ONKYO. Again, my service center didn't seem to be in any hurry to do this, so a couple calls to them made sure things kept going.

Once the unit gets back to ONKYO, they verify they have recieved it and then send out the new unit. And it took about 4 days to ship from the California distribution center to my Washington residence.

So the whole ordeal was slightly over 2 months. It was good of them to replace the unit with a newer model and not a refurbished model.

So there is my story. Best of luck to the rest of you and hopefully I'll be able to see you all over at the 709 board soon.
post #3283 of 3599
Thanks for the post. I received an email today on my complaint to the BBB. Onkyo indicated that they will replace the unit, but needed some information. I called the dealer. He said he already sent it back last week (prior to the BBB complaint). He said that Onkyo is replacing this, and will ship the replacement to me.

I wasn't able to be as responsive in checking the status and pushing the repair. So, it will take 3 months for me because of me not having the time to push things along.

It sounds like the unit has to be sent to a local dealer to verify that the unit has the common defect. Then, they will ship it to Onkyo. Once Onkyo receives, they will ship you a replacement.

I haven't received my replacement. Being that it's the holidays. I figure I won't get mine before Christmas or before New Years which is a disappointment for my entertainment for the family and friends. I'm assuming that my replacement will be the 709 as well.

If I get the 709, I agree with the previous post that this is better than what most other manufacturers would do in sending a refurbished or the same model as the replacement. I will post again once I receive the replacement.
post #3284 of 3599
My experience seems to mirror the other posts here.

I got my 709 last week. I am very happy with the new receiver. It runs so much cooler than the 707 did!

I found Onkyo warranty service to be lacking in this case despite the good outcome. I even asked for a manager to complain about the condescending manner I was treated with by one lady.

I did find that despite poor initial response, I got great response from ABL who even copied me on some emails to Onkyo.

Please, get your 707 replaced if at all possible and make sure that you babysit the process all the way through. Don't worry about being a nuisance.
post #3285 of 3599
Well, so far my 707 is still working on a daily basis the way it worked when new. Still using the original firmware and a long time ago I solved the clicking noise by selecting other than the default.

Still, here's wishing y'all that have problems with your 707 the best. It's a shame they couldn't build better reliability into this product.
post #3286 of 3599
I'm coming late to the party. My 707 seems to be working fine .. and I just crossed my 2 year warranty period

What exactly is the failure that people here are experiencing? What are the symptoms?
post #3287 of 3599
Quote:
Originally Posted by alokeprasad View Post

I'm coming late to the party. My 707 seems to be working fine .. and I just crossed my 2 year warranty period

What exactly is the failure that people here are experiencing? What are the symptoms?

You'll find out soon enough......Just read back a few pages.....
post #3288 of 3599
Quote:
Originally Posted by alokeprasad View Post

I'm coming late to the party. My 707 seems to be working fine .. and I just crossed my 2 year warranty period

What exactly is the failure that people here are experiencing? What are the symptoms?

In short, seems there was a batch or two of the units produced where one of the boards maybe isn't able to handle the high heat this unit puts out. For most, it starts as a loss of sound. You'll turn on the receiver and none of the connected speaker icons will light, and no sound. In many cases, resetting the unit (power + tv/dvr button) will resolve it for a while before it finally goes.

I don't think we ever had any discussions looking at MFR dates or serial # sequences to identify batches, but for most of the cases I've seen here and around the web, it was happening at around 18-20 months for the bulk of the folks. Keep your fingers crossed.
post #3289 of 3599
Thanks.

Since I am out of warranty, I'll have to upgrade my unit to a newer one if that happens. Hopefully, one with built-in internet connectivity for Spotify, DLNA etc and firmware updates.
post #3290 of 3599
Got my 709 on Thursday and got everything hooked back up again. Still getting all the settings configured, but so far so good. Took advantage of the network to update to the latest firmware, got RIHD working (after a few attempts) which was giving me trouble after the update, ran a quick Audyssey config, and all seems to be going smoothly. Definitely doesn't run as hot at the 707s (though still Onkyo warm to be sure).

The only item I haven't figured out yet is being able to turn off the display through RIHD. Panasonic had the wacky idea to put the IR receiver in the middle on this series of plasmas which gets blocked by my center channel. I had just trained myself to use the power switch when I was walking into the room to turn on the system, but then I had figured out on the 707 that the TV power button on the remote (next to TV Vol and such) would turn off the display through RIHD, which was handy when I decided to listen to music or the like. Can't seem to get that same behavior with the 709.
post #3291 of 3599
I purchased mine in March 2009 and it has worked fine. I haven't updated the firmware and currently have 1.22. It would be interesting to see if there is a production period that is effected by this issue or if it is just a matter of time before the units develop these sound problems.
post #3292 of 3599
Hi guys,

I've read conflicting arguments in this thread whether the 707 will handle 3D. Can anyone attest as to whether they can watch a 3D blu ray movie with their 707?
post #3293 of 3599
Quote:
Originally Posted by phil1974 View Post

Hi guys,

I've read conflicting arguments in this thread whether the 707 will handle 3D. Can anyone attest as to whether they can watch a 3D blu ray movie with their 707?

I don't believe it supports HDMI 1.4a, and thus does NOT support the industry 3D standards. It supports HDMI 1.3 only.
post #3294 of 3599
Quote:
Originally Posted by phil1974 View Post

Hi guys,

I've read conflicting arguments in this thread whether the 707 will handle 3D. Can anyone attest as to whether they can watch a 3D blu ray movie with their 707?

The question is not whether it can handle 3D from a 1.4 player because it can not. The question is whether a ps3 can pass it through over its HDMI1.3 output. Which I think it should be able to. But hey I might be wrong. My 707 died along with everyone else's and I now have a 709.
post #3295 of 3599
Quote:
Originally Posted by Semp1 View Post

The question is not whether it can handle 3D from a 1.4 player because it can not. The question is whether a ps3 can pass it through over its HDMI1.3 output. Which I think it should be able to. But hey I might be wrong. My 707 died along with everyone else's and I now have a 709.

Ok, that is what I meant to say How long did your 707 last for?
post #3296 of 3599
Quote:
Originally Posted by phil1974 View Post


Ok, that is what I meant to say How long did your 707 last for?

23.5 months. I didn't even bother calling ONKYO, I really don't have the time to go back and fourth with them considering they're going to try and "fix" it multiple times before they replace the receiver. I actually needed the receiver the day it broke, which was Nov 12 for the Pacquiao fight, had 20 people coming over in 5 hours. Terrible timing. So I just went and bought a 709? I'm just happy I found one in stock and it was price matched at Best Buy. Probably shame on me again for giving ONKYO my money. I bet these receivers possess the same issues. Considering it took two years to recognize. Not much is different with the 707,708,&709.
post #3297 of 3599
great, mine is doing it now to, just out of warranty. So am i screwed?
post #3298 of 3599
[quote=Semp1;21405289]23.5 months. I didn't even bother calling ONKYO, I really don't have the time to go back and fourth with them considering they're going to try and "fix" it multiple times before they replace the receiver. I actually needed the receiver the day it broke, which was Nov 12 for the Pacquiao fight, had 20 people coming over in 5 hours. Terrible timing. So I just went and bought a 709? I'm just happy I found one in stock and it was price matched at Best Buy. Probably shame on me again for giving ONKYO my money. I bet these receivers possess the same issues. Considering it took two years to recognize. Not much is different with the 707/QUOTE]

What the hell, call it into the repair to get it covered while still under warranty. Get it on the record that you called. Worst case, after some poking and prodding, you get a new 709 and sell it on eBay and make some of your $ back.
post #3299 of 3599
Too late it's now 24.5 months. The fact of the matter is this issue should extend past their 2 year warranty. It's clearly a QC problem on their end. The sets need to be recalled.
post #3300 of 3599
Quote:
Originally Posted by Semp1 View Post

...The fact of the matter is this issue should extend past their 2 year warranty. It's clearly a QC problem on their end. The sets need to be recalled.

Would defintitely agree with this thought. At the very least, it seems they had a bad batch run through. Anybody know if Onkyo encodes production run dates in their serial numbers?

On the 709 note. Pushed mine pretty hard a few times recently and while it still gets pretty warm, no where near as hot as the 707 did. Felt a little heavier too, so maybe they put a better heat sink in there.
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