- Average user rating: 3.0 stars out of 20 reviews Back to product review
- My rating: 0 stars
Full user review
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5 out of 7 people found this review helpful
0.5 stars
"Don't do it....read my review if you're thinking Onkyo"
Pros: Great when it worked
Cons: Didn't work for long
Summary: Actual letter sent to Attorney General's office in NJ and PA. Also forwarded to BBB and FTC.
Hello,
I have a problem and don't know where to turn. I hope you can help me?
I purchased an Onkyo Stereo TX-SR805 from Circuit City retailer here in Reading Pa. in Aug 07. As part of the original purchase, I paid for a 5 year warranty as well. 3 weeks later the stereo unit stopped working (Not dropped or damaged - it just quit). I called Circuit City and it was just outside the window of return to CC for a replacement - I was encouraged to use my 5 year warranty through Onkyo. So, I contacted Onkyo who explained that one of their "certified" repair centers must inspect the unit first to determine if it can be repaired or replaced. They provided the contact info of a local repair center in Philadelphia. I called that service center who told me that they no longer accept any Onkyo products for repair. I called Onkyo back and they said its not they're problem - the issue is between that repair shop and me. I begged the customer service manager to intervene on my part. He capitulated - to make a long story short - that shop was never removed from their approved service repair shop listing. So with many apologies, Onkyo put me onto another of their repair centers (Audio Video Repair on S. Columbus Blvd in Philadelphia). My responsibility to get the unit there - so I drove it there directly. After 3 months of following up with that repair center, it was still not fixed. George the repair center manager told me to contact Onkyo to find out why they weren't sending the needed parts for repair. So, I followed up with Onkyo. Onkyo stated that they're having difficulty getting necessary parts - so to expedite, they (Onkyo) would send an entire circuit panel to the repair shop. Great! Now its Jan 08, and I still do not have a stereo back. So I follow up: Repair center says they never received it. Onkyo claims they sent it. Back and forth. Eventually a very nice customer service employee at Onkyo (Felicia) investigated on my behalf. Apparently (According to Felicia) she found that the part was indeed shipped to the repair center, installed, yet the unit still didn't work and the tech at the repair center didn't know what to do. Felicia organized getting my unit shipped to Onkyo's "regional" repair center in NYC where it could be fixed properly. Great! A couple of weeks later, Felicia calls me to tell me that the Regional center received the unit but it was damaged in transit (front faceplate) and that (Fed Ex/ UPS) was investigating before it can turned over to the regional repair center. Great! Now it is Feb 21 08. I called Felicia to get an update. Felicia informs me that Onkyo is no longer responsible for the unit/ parts/ etc. Their position is that its my problem to be dealt with between repair shop #1 and repair shop #2 (regional center) Onkyo states that whenever the regional center receives the parts/ compensation for the damage done in transit, that the Regional center will be more than happy to finish repairing the unit and ship it back to me. My position is that I paid for a 5 year warranty in good faith and I expect the manufacture to honor their commitment to that agreement, which unfortunately they aren't doing.
Fact: Onkyo required me to send the unit to their repair center or they would not honor the warranty.
Fact: Onkyo organized getting the unit shipped between repair centers and never required any accountability on my part for the liability of the shipping.
The unit retail cost was $1,100, and I cannot afford an attorney to fight Onkyo or whomever they think I should be fighting.
Just to vent, I asked Felicia to provide me the contact information of their legal department. I was put in contact with Jack Cooper who identified himself as the regional Customer Service Manager. He refused to provide any other contact information only providing his email address:
j.cooper@usonkyo.com
And he provided the 201-785-2629 number but admitted that he will never take any calls like this because that?s just their policy.
Do I have any recourse or am I screwed?
Any assistance would be greatly appreciated.
Thank you,
- 4 replies to this review
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I have the exact same receiver and it was just in the shop for 2 months. It only took 2 days to actually repair the receiver the rest of the time was spent waiting for the part. I have been dealing with Jack Cooper, the National Service Manager and he has been most unhelpful and unsympathetic. No one at Onkyo seems to think it is unusual or wrong for it to take 2 months to repair a receiver. This receiver is not cheap either. Dealing with Onkyo customer service has made me never want to buy another Onkyo product again. This is by far the worst customer service i have ever experienced. I will try and write a letter to Mr. Araki, but I am not sure it will do much good. STAY AWAY FROM ONKYO PRODUCTS.
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This is the exact same problem I have currently with Onkyo's customer service department. I have the same receiver with a different problem though.
Parts on back order for a month no problem. The lack of professionalism shown to me was disturbing.
But my real problem is the indifference I get from anyone @ Onkyo. I have had mine sent in for repair twice. Once it was gone for 2 months and the second time it was gone for a month. It came back both times with the problem still affecting the unit.
The customer relations associate by the name of Don Phillips acts as though it is OK for a unit to be gone for months at a time.
I finally have gotten them to agree to replace the unit, but after 4 months of customer service neglect I can say I will never buy another Onkyo product again.
I am currently writing a letter to Mr Araki although I am unsure of the results. My experience is usually the top knows what the underlings are up to and ignores them to keep KPIs looking good. -
Here is the problem I have with this review. CC will service/send off any Onyko products they sell. You should not have to deal with Onyko especially if you bought the extended service plan. Sounds like you are making a mountain out of a mole hill. Your not screwed, just slow down and take it back to CC.
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Try this:
Write to:
Mr. Ken Araki, President
Onkyo USA
18 Park Way
Upper Saddle River, NJ 07458
Send your letter OVERNIGHT via Fedex, UPS, or whoever you choose. Stick to the facts, be precise w/the dates. Be polite (very polite), but firm & insist upon a REPLACEMENT for the unit. Firmly demand a response in writing, FROM HIM within 10 business days. Make sure all the emotion is OUT of your letter. End your letter by stating that you will be forced to pursue other avenues regarding this matter if you do not hear from him. Do not specify what they are.
This SHOULD work.
Good Luck!!
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