Sad Experience:Onkyo, deceptive company, rude service

[bmninada]

I had purchased a refurb Onkyo in Dec. 2009 thanks to this forum at a reasonable price from Accessories4less: TX606.
Soon I found it has numerous issues. The coax inputs No. 1 failed, then both failed. I have TV OUT (component) and a old DVD player, whose inputs are component along with a tape player. The component out failed to work. Works sometime, sometime doesn't.

I took it to the service center and they refused to service it stating the serial # sticker is not present behind the unit.

I called A4L and they raised their arms which I understand.

I called Onkyo and they were extremely un-bending. I have the original box, receipts, everything and the box has the serial #. I do not know why my unit doesn't have the S.No sticker but I did NOT remove it (no reason to). As per them, it can never happen and thus someone did remove it.

This is horrible. (a) If they have so much dependency on a S.No. it shouldn't be a simple sticker. (b) They should have some policy where a product can be validated, like a sticker INSIDE the unit (c) They should ack. this as an issue and honor the warranty.

Personally, I think it's deceptive practices. They know which units are bad and cant be repaired and they ship these out to unsuspecting customers and then the customer can't get it warranty repaired. The parts and labor lady I spoke to, was extremely rude and very condescending. I have a full basement where I was planning to put a 2nd. unit and just now purchased an Onkyo Blu-ray player. I am returning the blu-ray and for basement rather will buy Denon or Marantz.

 

[GlocksRock]

I'm sorry man, that really sucks... this isn't the first Onkyo horror story I've read on this forum. I tend to not reccomend Onkyo to anyone, nor do I purchase any Onkyo gear. The only Onkyo gear I use is an 22 year old Onkyo amp that I got from my dad, aside from that I don't think I'd ever purchase anything from them.

 

[njedpx3]

I had purchased a refurb Onkyo in Dec. 2009 thanks to this forum at a reasonable price from Accessories4less: TX606.
Soon I found it has numerous issues. The coax inputs No. 1 failed, then both failed. I have TV OUT (component) and a old DVD player, whose inputs are component along with a tape player. The component out failed to work. Works sometime, sometime doesn't.

I took it to the service center and they refused to service it stating the serial # sticker is not present behind the unit.

I called A4L and they raised their arms which I understand.
I called Onkyo and they were extremely un-bending. I have the original box, receipts, everything and the box has the serial #. I do not know why my unit doesn't have the S.No sticker but I did NOT remove it (no reason to). As per them, it can never happen and thus someone did remove it.

This is horrible. (a) If they have so much dependency on a S.No. it shouldn't be a simple sticker. (b) They should have some policy where a product can be validated, like a sticker INSIDE the unit (c) They should ack. this as an issue and honor the warranty.

Personally, I think it's deceptive practices. They know which units are bad and cant be repaired and they ship these out to unsuspecting customers and then the customer can't get it warranty repaired. The parts and labor lady I spoke to, was extremely rude and very condescending. I have a full basement where I was planning to put a 2nd. unit and just now purchased an Onkyo Blu-ray player. I am returning the blu-ray and for basement rather will buy Denon or Marantz.

I don't understand why Accesories 4 Less won't handle the problem ? Did they specifically disavow any warranty on a refurbished unit ?

Who is "they" deceptive Accessories 4 Less or Onkyo ?

I had asimilar experience of very bad Customer Service with Panasonic. I guess Onkyo and Panasonic are not looking for repeat customers.



====

I think your choice of Marantz or Denon are very good choices; you should be please with either. Concerning BD players I got the wireles streaming LG 390 BD and am very pleased.

Good Luck!

Forest Man

 

[bmninada]

A4L just takes the product from Onkyo and ships it. It seems they don't even open the box, etc. As such, they have no idea what should be (sticker) or what shouldn't be. I worked for sometime in such a company. There's not much they can do, all they might be in a position is to swap this with one in stock but then Onkyo might not even take back the offending product. A4L was cordial and nice, they explained a product purchased from their store definitely has warranty but to get it they direct customers to the authorized service center. They can help with connecting the customer to the service center, etc.

By "they" I meant Onkyo.

 

[M Code]

A couple questions..
1. Is Accessories 4 Less an authorized seller of Onkyo B stock?
Hopefully yes.

2. What is the warranty policy for an Onkyo B stock AVR?

3. If the Serial # has been altered the service center cannot collect his compensation for labor.

Therefore for resolution, you need to press Onkyo.
Go higher to a supervisor level. Takes time & patience but they are the only one able to resolve this.

Just my $0.00...

 

[sholling]

Accessories For Less is an authorized B-stock dealer for Onkyo and the warranty for refubs is 1 year.

I'm going to take a wild guess about why Onkyo won't touch it. Gray market dealers often remove or scratch out serial numbers to keep the product from being tracked. If you think Onkyo is being hard nosed then just try getting Denon to repair one of their receivers with a missing serial number. No AV manufacturer will. For all they know you bought a second (used and broken) receiver off Craig's List for $10 and are trying to get it repaired out of warranty using the receipt from another purchase. I'm not saying that's what happened, just that to any manufacturer the likelihood of it being an altered gray market or Craig's List receiver is far higher than the likelihood that one left the factory without a serial number.

I would write a very polite letter to the CEO of OnkyoUSA. Rudeness will get it sent to the circular file, while good manners and facts backed up with copies of receipts and photos can often do wonders.

 

[Alex2507]

Write a letter to the CEO saying that you are planning to cut his head off and include some pictures of you taking a sledge hammer to the rec'r. Then just buy from the AH store and change your identity in case the CEO doesn't have a sense of humor.

 

[bmninada]

LOL. I understand why Onkyo is hesitating to touch it. I perfectly agree with the fact that I "could" have got it from CL @ $10 and tried to push it in. However, here's my bottom-line. (a) A company, esp. if they are manufacturing stuff worth $1k+ dollars can't think of putting in a 2nd. sticker INSIDE the unit case? Unbelievable. It takes maybe 10 screws to remove the case and stick one inside. (b) I have the original box which has the serial #, the box has a huge stamp stating who refurbished it, when delivered, etc. These things can be easily tracked. I am going to do couple of things now. Humbleness is the key, I know. I am going to push Onkyo, starting tomorrow. Anyone, btw knows how to reach Onkyo CEO?

 

[M Code]

Anyone, btw knows how to reach Onkyo CEO?

My suggestion would be to talk to their Marketing Manager, Paul Wasek. The marketing manager has alot of influence for these types of issues. Paul is located in their New Jersey office. Call him and explain the situation.

Just my $0.00...

 

[bmninada]

Wrote to the CEO

I actually wrote a nice letter to the CEO of Onkyo.

 

[Patrukas777]

Accessories For Less

Since you purchased an item from an authorized refurbished dealer and the product did not have a serial number, I would speak to a supervisor at Accessories For Less and politely ask if they could help you out. I would start of by saying that you've heard nothing but good things about their company and they ALWAYS stand behind the products they sell...I would then go into the meat and potatoes that you had never checked the back of the unit because it was working flawlessly, and it wasn't brought to your attention until there was a problem with the unit. If they are a good company (I've heard they are), then I'm sure they would do something to help fix the problem.

Pete

 

[M Code]

I actually wrote a nice letter to the CEO of Onkyo.

The CEO is Japanese and speaks very little English..

Just my $0.00...

 

[Seth=L]

As to the possibility of why the receiver didn't have a SN sticker on it. I'm willing to wager they remove the original serial number and replace it with a B stock serial number to identify it as a refurbished model. Because refurbs don't come off an assembly line it's possible the individual responsible for the repair or whoever is supposed to apply new serial number stickers missed yours for whatever reason. It's certainly not outside the realm of possibility since it's a lot easier to forget small details when what you are doing isn't repetitious.

 

[dapack69]

You said that it soon had issues, if it had issues right out of the box why did you wait so long to try and get it fixed?

 

[ufokillerz]

i think your title is deceptive. When items arrive as such, no serial number etc, there is no chance in hell that the manufacturer would do anything. It is always the reseller/distributor that handles problems. Get your serial number issue resolved with A4L, then you should not have problems with onkyo.

as others have stated, there is no chance they would touch it with a stick, no serial number = no service.

This Warranty does not apply with respect to the following:

5. Products that have had their serial numbers altered or removed.

don't know why you are ok with a4l raising their arms, but you aren't ok with onkyo following their guidelines for warranty exclusions.

 

[gholt]

I may be in the same boat. I have a reburb 805 and it has a sticker on the back with an R. I tried to register on Onkyo's site but it would not let me. So, hopefully, it never breaks until I need to upgrade.

 

[ufokillerz]

I may be in the same boat. I have a reburb 805 and it has a sticker on the back with an R. I tried to register on Onkyo's site but it would not let me. So, hopefully, it never breaks until I need to upgrade.

in such cases, make sure to keep a copy of the receipt from your authorized dealer. i had such a issue with my PR-SC5507P, its a professional product so onkyo does not let me register it on the site. I'm guessing the Refurbished items have the same issue with the serial numbers not being in the computers. The receipt is your best proof of the purchase.

 

[gholt]

in such cases, make sure to keep a copy of the receipt from your authorized dealer. i had such a issue with my PR-SC5507P, its a professional product so onkyo does not let me register it on the site. I'm guessing the Refurbished items have the same issue with the serial numbers not being in the computers. The receipt is your best proof of the purchase.

It may be weird, but is was bought off fleabay and the seller said that I could send it back to him and then he would get it repaired. So, I may be SOL, if it breaks. But I have saved the receipts and all the emails on it.

 

[ufokillerz]

It may be weird, but is was bought off fleabay and the seller said that I could send it back to him and then he would get it repaired. So, I may be SOL, if it breaks. But I have saved the receipts and all the emails on it.

that sounds 100% like warranty through the seller only. You are correct, i do not think that onkyo would repair it. A lot of gray market dealers, or non authorized dealers do this, you would send it to them, they would get it repaired, and they would send it back. quite the hassle.

 

[gholt]

that sounds 100% like warranty through the seller only. You are correct, i do not think that onkyo would repair it. A lot of gray market dealers, or non authorized dealers do this, you would send it to them, they would get it repaired, and they would send it back. quite the hassle.

Well, it would be a hassle. He gave me a new remote when the 1st one did not work. So, maybe he will stand by the warranty and repair it for me. Hopefully that never happens though.