Originally Posted by mrbuggly
Where did you see the notice "Effective January 1st, 2020, the special Customer Care Program will be ending. The program has been in place for several years and it is now time to bring it to a conclusion."?
I sent my info in 2 weeks ago and have yet to hear back from anyone. I called in...they said they did receive my email, and should be reaching out shortly. I've called in 3 times so far, and they say the same thing.
Wondering if they'll just stall until after the 1st.....
So after 2 weeks of not hearing anything from Onkyo by calling 1-800-229-1687, and from emailing parts<at>us.onkyo.com, I decided to register for Onkyo's support forum, and searched the UE22 issue. There was a recent post from one of their support engineers, to call 1-844-679-5350 and selection Option 1 in reference to another user's UE22 issue.
So I did that and spoke with support. They said there is a trade-in program, and that I needed to email a picture of the UE22 error, and the serial number on back, to onkyoadmin<at>us.onkyo.com. I asked about the disclaimer on onkyousa.com/contact-support that the program is ending in January 2020, and they said that was for a specific Onkyo program...not for the UE22 error on Pioneer devices.
After emailing the info, literally the next day, I received an email from onkyoadmin<at>us.onkyo.com (customer service rep "Gabe") that my VSX-51 was eligible for a trade-in. They offered:
VSXLX104 (2019) for $299.40
VSXLX304 (2019) for $479.40
I chose the VSXLX104, and emailed them my contact information. He immediately emailed me the trade-in form, which required that I sign the form, remove the original S/N sticker from the back of my unit (which is difficult to not rip when taking off), and mail the form in. They do not want the old receiver sent back.
To expedite the process, he asked if I could scan the form and email it to him, while they wait for the form to be mailed in...which I did. He also said the VSX-LX104's are currently out of stock unfortunately, and that they would be available late December. He literally called me after I sent the email and got my credit card info to get me on the list to send out, when they are back in stock. He said the card will not be charged, until the unit is shipped out.
Much more responsive and clearer communication/information than the first contact number/email I used. Gabe included his direct communication info too, which was nice. GREAT customer service.
Here's the strange thing. Today, I finally heard back from parts<at>us.onkyo.com, and they put in a claim for me to have my VSX-51 sent in for repairs. The email they sent had numerous typos in it, and was difficult to understand. Also, the customer service reps information, was not included in the email. They said that there was no guarantee they'd be able to fix my receiver, but, they had sent a box for me to send it a service center in NJ. If they couldn't fix it, they would offer a replacement...presumably the same offer I already received from onkyoadmin.
So...not sure what is going on here, but it appears two different groups handling the same UE22 issues, with different processes. I was already wanting to get a newer model receiver anyways, so I'll just go the trade in-route, and ignore the repair option for now.
If you want that same option, perhaps use the 2nd number and email address to get help.