Rant against Onkyo

[Sylin]

I love Onkyo receivers. I've had 3 myself over the last 10 years, have bought 2 as gifts for friends, and never hesitate to recommend them.

Until now.

Last June I bought a TX-SR804 and enjoyed having my Sony S300 Blu player hooked up to it. And it worked great, and still does, with one annoying flaw: it does not support 1080p passthrough from a PS3--just 1080i. I discovered this after buying a PS3 in January.

Now, Onkyo has been aware of this problem for some time. And due to consumer outcry, and their own warranty, they offer to fix this for free for all 804 owners who contact them with a concern.

The PROBLEM is that they want me to pay for shipping to a repair facility in New York. Said repair facility has told me it can take anywhere from 7 days to 7 weeks to get my receiver back.

Considering that my entire living room setup is run through the 804 (TiVo/cable, PS3, Blu-ray, etc.), this presents a daunting challenge and a supreme inconvenience to our family of 5.

Yes, I know I'm b*tching out loud, but this is ridiculous. I e-mail Onkyo support and asked if I could possibly have them send me a refurbished 804 on advanced exchange, or allow me to trade in my (what I consider) defective unit with them--anything to prevent being without our HT cornerstone for a month. The rep who responded gave me a canned response to call their toll-free support number. I've done this 3 times now over the last 10 days, and have waited on hold for over 45 minutes each time, without ever reaching a human being.

For these reasons, I'm seriously considering abandoning the 804 altogether and getting either a Denon or the new Pioneer Elite this June. It just rubs me the wrong way that a company is aware of a flaw in their product, but won't help customers expedite the servicing. For God's sake... it was a $1000 product, not some cheap $199 Sherwood. Am I expecting too much? Anyone else have issues with their customer service being non-existent?

[Pelican170]

Originally Posted by ikcizokm

I love Onkyo receivers. I've had 3 myself over the last 10 years, have bought 2 as gifts for friends, and never hesitate to recommend them.

Until now.

Last June I bought a TX-SR804 and enjoyed having my Sony S300 Blu player hooked up to it. And it worked great, and still does, with one annoying flaw: it does not support 1080p passthrough from a PS3--just 1080i. I discovered this after buying a PS3 in January.

Now, Onkyo has been aware of this problem for some time. And due to consumer outcry, and their own warranty, they offer to fix this for free for all 804 owners who contact them with a concern.

The PROBLEM is that they want me to pay for shipping to a repair facility in New York. Said repair facility has told me it can take anywhere from 7 days to 7 weeks to get my receiver back.

Considering that my entire living room setup is run through the 804 (TiVo/cable, PS3, Blu-ray, etc.), this presents a daunting challenge and a supreme inconvenience to our family of 5.

Yes, I know I'm b*tching out loud, but this is ridiculous. I e-mail Onkyo support and asked if I could possibly have them send me a refurbished 804 on advanced exchange, or allow me to trade in my (what I consider) defective unit with them--anything to prevent being without our HT cornerstone for a month. The rep who responded gave me a canned response to call their toll-free support number. I've done this 3 times now over the last 10 days, and have waited on hold for over 45 minutes each time, without ever reaching a human being.

For these reasons, I'm seriously considering abandoning the 804 altogether and getting either a Denon or the new Pioneer Elite this June. It just rubs me the wrong way that a company is aware of a flaw in their product, but won't help customers expedite the servicing. For God's sake... it was a $1000 product, not some cheap $199 Sherwood. Am I expecting too much? Anyone else have issues with their customer service being non-existent?

I have that receiver. Why do you say it doesnt pass through 1080P? mine does...

[Sonny]

Originally Posted by ikcizokm

I love Onkyo receivers. I've had 3 myself over the last 10 years, have bought 2 as gifts for friends, and never hesitate to recommend them.

Until now.

Last June I bought a TX-SR804 and enjoyed having my Sony S300 Blu player hooked up to it. And it worked great, and still does, with one annoying flaw: it does not support 1080p passthrough from a PS3--just 1080i. I discovered this after buying a PS3 in January.

Now, Onkyo has been aware of this problem for some time. And due to consumer outcry, and their own warranty, they offer to fix this for free for all 804 owners who contact them with a concern.

The PROBLEM is that they want me to pay for shipping to a repair facility in New York. Said repair facility has told me it can take anywhere from 7 days to 7 weeks to get my receiver back.

Considering that my entire living room setup is run through the 804 (TiVo/cable, PS3, Blu-ray, etc.), this presents a daunting challenge and a supreme inconvenience to our family of 5.

Yes, I know I'm b*tching out loud, but this is ridiculous. I e-mail Onkyo support and asked if I could possibly have them send me a refurbished 804 on advanced exchange, or allow me to trade in my (what I consider) defective unit with them--anything to prevent being without our HT cornerstone for a month. The rep who responded gave me a canned response to call their toll-free support number. I've done this 3 times now over the last 10 days, and have waited on hold for over 45 minutes each time, without ever reaching a human being.

For these reasons, I'm seriously considering abandoning the 804 altogether and getting either a Denon or the new Pioneer Elite this June. It just rubs me the wrong way that a company is aware of a flaw in their product, but won't help customers expedite the servicing. For God's sake... it was a $1000 product, not some cheap $199 Sherwood. Am I expecting too much? Anyone else have issues with their customer service being non-existent?

Sounds like the peeps that bought into HDDVD You should of bought the 805...

[aygie]

I get what your saying but i'd just send it. A lot cheaper than buying a whole new receiver no? (804 or 805?)

[Pelican170]

Can you tell me why you say it wont pass through 1080P. I have this receiver and now your making me wonder because I always thought it was.....

[Tok]

When the 804 was developed, 1080p over HDMI was still not commercially available. Now you are angry at Onkyo for not supporting a format that was not available at the time the unit was developed?

Sorry, but in todays CE industry that mirrors the quickly changing computer industry it is up to the buyer to do their research.

Todays units offer upgrades over just 1080p. Room correction has gotten better, newer surround formats, post processing to 7.1, etc.

If you don't want to upgrade today fine, but know that when you do you get more features than what you had previously. And you will have more advancements than those that have current models.

To be fair Onkyo was not the only receiver company whose products did not support 1080p until recently. I heard the same about many other manufacturers' units not passing 1080p until recently.

I have a Onkyo 805 and although it offers a lot of new features I can't be upset with them if it won't support 2160p over HDMI in ten years.

[Pelican170]

your killing me here with no response, haha.

[aygie]

Originally Posted by CraigW

When the 804 was developed, 1080p over HDMI was still not commercially available. Now you are angry at Onkyo for not supporting a format that was not available at the time the unit was developed?

Sorry, but in todays CE industry that mirrors the quickly changing computer industry it is up to the buyer to do their research.

Todays units offer upgrades over just 1080p. Room correction has gotten better, newer surround formats, post processing to 7.1, etc.

If you don't want to upgrade today fine, but know that when you do you get more features than what you had previously. And you will have more advancements than those that have current models.

To be fair Onkyo was not the only receiver company whose products did not support 1080p until recently. I heard the same about many other manufacturers' units not passing 1080p until recently.

I have a Onkyo 805 and although it offers a lot of new features I can't be upset with them if it won't support 2080p over HDMI in ten years.

I wish my Onkyo supported that

[Pelican170]

Yea im still confused because I looked at the specs and it shows "HDMI 2 Input / 1 Output, 1080p bandwith - ready for next generation DVD players"

So am i short of knowledge or something or should this output 1080p?? Help..

[Tok]

Also it sounds as if Onkyo is willing to make an upgrade for a reasonable price of just shipping. The downside is being without a receiver for up to seven weeks.

Well how important is 1080p to you? Yes it is an improvement over 1080i, but if your display deinterlaces well then it may be a moot point of doing the upgrade.

What kind of display are you using? Some displays deinterlace fairly well while others are just bobbing it down to 540p. Also are you certain your display accepts 1080p? Unless you purchased it in the last year or so most don't especially the 1080p24 variety.

[Sylin]

Originally Posted by CraigW

When the 804 was developed, 1080p over HDMI was still not commercially available. Now you are angry at Onkyo for not supporting a format that was not available at the time the unit was developed?

No disrespect, but I need to clarify two points here.

1.) The Onkyo 804 DOES indeed say it supports 1080p passthrough, and it DOES. Just not with a PS3 (and a few other devices, according to Onkyo). It did 1080p passthrough with my Sony S300 just fine.

2.) I am not upset at Onkyo for not supporting a format that was not available (because they do, and it was). I am upset with Onkyo that their resolution to this issue is insufficient, and because their customer service is lackluster.

I've got a Sony KDS50A2020, and I can detect a difference between 1080i and 1080p. The PS3 is our new primary Blu-ray player, so I really want what I paid for (and expected) to have when using the PS3 with the 804.

Yes, it's cool that Onkyo will fix it for free (which they have to, according to their own policies). I just don't care for the long delay. They sell freaking refurbished units, which means they have it within their capacity to swap my unit for one that has already been serviced, or allow a trade-in. I'd even be willing to pay a modest upgrade cost for the 805 because it has a few extra codecs and HDMI 1.3. But 3 phone calls with a cumulative 2 and 1/2 hours on HOLD without a human being tells me their customer service is sorely lacking.

[Pelican170]

Originally Posted by ikcizokm

No disrespect, but I need to clarify two points here.

1.) The Onkyo 804 DOES indeed say it supports 1080p passthrough, and it DOES. Just not with a PS3 (and a few other devices, according to Onkyo). It did 1080p passthrough with my Sony S300 just fine.

2.) I am not upset at Onkyo for not supporting a format that was not available (because they do, and it was). I am upset with Onkyo that their resolution to this issue is insufficient, and because their customer service is lackluster.

Why would it make a difference if it was a ps3 or something else? also, im on the onkyo website and looking at our receiver and there is a customer review on it who says that onkyo advised him (back at the time) to go for the 804 because he had a ps3? I emailed them also, very curious on this.

[Tok]

Originally Posted by ikcizokm

No disrespect, but I need to clarify two points here.

1.) The Onkyo 804 DOES indeed say it supports 1080p passthrough, and it DOES. Just not with a PS3 (and a few other devices, according to Onkyo). It did 1080p passthrough with my Sony S300 just fine.

2.) I am not upset at Onkyo for not supporting a format that was not available (because they do, and it was). I am upset with Onkyo that their resolution to this issue is insufficient, and because their customer service is lackluster.

I've got a Sony KDS50A2020, and I can detect a difference between 1080i and 1080p. The PS3 is our new primary Blu-ray player, so I really want what I paid for (and expected) to have when using the PS3 with the 804.

Yes, it's cool that Onkyo will fix it for free (which they have to, according to their own policies). I just don't care for the long delay. They sell freaking refurbished units, which means they have it within their capacity to swap my unit for one that has already been serviced, or allow a trade-in. I'd even be willing to pay a modest upgrade cost for the 805 because it has a few extra codecs and HDMI 1.3. But 3 phone calls with a cumulative 2 and 1/2 hours on HOLD without a human being tells me their customer service is sorely lacking.

Well I may have been mistaken on the 1080p issue. I remember Onkyo making a big deal about 1080p on their new line so I assumed (you know what they say ) that the 804 only did 1080i. My bad. It must be something with the handshaking between the two since HDMI and HDCP should not care what the device is as long as its following the protocol. So is this Onkyo's issue or Sony's. I have a PS3 going through my 805 and I have never had an issue.

I agrees it sucks to be without your unit up to seven weeks.

But again I would seriously look at the current ability of display with 1080i. If it does a good job and you do not want to live w/o your unit that long then maybe you would just do better to live with the issue.

One other issue to be aware of is that the 804 only supports HDMI PCM audio up to 5.1 while the newer units support PCM up to 7.1.

[bigkev173]

Originally Posted by ikcizokm

I love Onkyo receivers. I've had 3 myself over the last 10 years, have bought 2 as gifts for friends, and never hesitate to recommend them.

Until now.

Last June I bought a TX-SR804 and enjoyed having my Sony S300 Blu player hooked up to it. And it worked great, and still does, with one annoying flaw: it does not support 1080p passthrough from a PS3--just 1080i. I discovered this after buying a PS3 in January.

Now, Onkyo has been aware of this problem for some time. And due to consumer outcry, and their own warranty, they offer to fix this for free for all 804 owners who contact them with a concern.

The PROBLEM is that they want me to pay for shipping to a repair facility in New York. Said repair facility has told me it can take anywhere from 7 days to 7 weeks to get my receiver back.

Considering that my entire living room setup is run through the 804 (TiVo/cable, PS3, Blu-ray, etc.), this presents a daunting challenge and a supreme inconvenience to our family of 5.

Yes, I know I'm b*tching out loud, but this is ridiculous. I e-mail Onkyo support and asked if I could possibly have them send me a refurbished 804 on advanced exchange, or allow me to trade in my (what I consider) defective unit with them--anything to prevent being without our HT cornerstone for a month. The rep who responded gave me a canned response to call their toll-free support number. I've done this 3 times now over the last 10 days, and have waited on hold for over 45 minutes each time, without ever reaching a human being.

For these reasons, I'm seriously considering abandoning the 804 altogether and getting either a Denon or the new Pioneer Elite this June. It just rubs me the wrong way that a company is aware of a flaw in their product, but won't help customers expedite the servicing. For God's sake... it was a $1000 product, not some cheap $199 Sherwood. Am I expecting too much? Anyone else have issues with their customer service being non-existent?

[dobyblue]

I gotta say, if I waited three times that long and never spoke to a human, I'd be done with Onkyo products and would definitely move onto a Yamaha, Pioneer or Denon model for my next receiver.

Nothing pisses me off more about a company than brutal customer service when it comes to the phone.

[Nooff]

Sorry but after reading all of the comments I still don't think you can blame Onkyo for all this. They offer you a solution, so I'd say take it or leave it. Most brands don't even bother finding a solution for this, Onkyo does, so it's up to you if you wanna do it or not.

You should also consider it to be your own fault, since you purchased this Receiver and no one made you buy one. It's your decission and yours alone.

[Sylin]

Originally Posted by Nooff

Sorry but after reading all of the comments I still don't think you can blame Onkyo for all this. They offer you a solution, so I'd say take it or leave it. Most brands don't even bother finding a solution for this, Onkyo does, so it's up to you if you wanna do it or not.

You should also consider it to be your own fault, since you purchased this Receiver and no one made you buy one. It's your decission and yours alone.

Dangerously close to a threadcrap, don'tcha think?

The fact of the matter is that I, and anyone else affected by this issue, CAN blame Onkyo because they marketed the product as having 1080p passthrough. You're absolutely right that no one forced me to buy it, but that's immaterial--Onkyo's product has not delivered on its advertised claims.

The problem, according to Onkyo's own reps, is a faulty chip on the circuit board that has trouble handshaking with certain devices.

Per US consumer law, they are obligated to fix it, or be liable for false advertising claims and/or potential class action. Don't mistake their own policy adherence with generosity.

And again, the crux of my issue is not their level of cooperation, but with their LACK of customer service. There is absolutely no excuse to spend over 2.5 hrs on hold waiting to talk to a rep with ANY consumer electronics company.

To address others who reference Onkyo's reviews recommending the 804 to PS3 owners, thanks for that link. However, the review doesn't make mention if the buyer even had 1080p support... he might have been using a 720p display.

My 804 works just fine in SD, and in 480p, 720p, and 1080i. But if you select 1080p in the PS3 settings, the display flickers repeatedly. This is only if the HDMI cable is routed through the receiver. If I run it directly to the TV, no such problem. But... no good audio.

[Nooff]

Originally Posted by ikcizokm

Dangerously close to a threadcrap, don'tcha think?

The fact of the matter is that I, and anyone else affected by this issue, CAN blame Onkyo because they marketed the product as having 1080p
passthrough. You're absolutely right that no one forced me to buy it, but that's immaterial--Onkyo's product has not delivered on its advertised claims.

It does have 1080p passthrough, you said so yourself when connected to a S300 BD player. Therefore Onkyo DOES deliver on it's advertised claim. That the Onkyo doesn't allow 1080p passthrough with the PS3 is a whole different thing. You're accusing them of false advertising when that clearly isn't so.

The problem, according to Onkyo's own reps, is a faulty chip on the circuit board that has trouble handshaking with certain devices.

See, that's what I'm talking about, it has nothing to do with false advertising

Per US consumer law, they are obligated to fix it, or be liable for false advertising claims and/or potential class action. Don't mistake their own policy adherence with generosity.

They're offering you a fix for this issue, I don't see the point you're trying to make.

And again, the crux of my issue is not their level of cooperation, but with their LACK of customer service. There is absolutely no excuse to spend over 2.5 hrs on hold waiting to talk to a rep with ANY consumer electronics company.

Of course, absolutely right about that, no question!

My 804 works just fine in SD, and in 480p, 720p, and 1080i. But if you select 1080p in the PS3 settings, the display flickers repeatedly. This is only if the HDMI cable is routed through the receiver. If I run it directly to the TV, no such problem. But... no good audio.

Well if the 804 is such a good Receiver I don't see why you wouldn't wanna upgrade it except for being without the unit "up to 7 weeks"

I'm not trying to start a flame here, let's make that clear

[desmond]

Originally Posted by dobyblue

I gotta say, if I waited three times that long and never spoke to a human, I'd be done with Onkyo products and would definitely move onto a Yamaha, Pioneer or Denon model for my next receiver.

Nothing pisses me off more about a company than brutal customer service when it comes to the phone.

so true. ebay the damn thing and be done with them. no use wasting your time/money on company that won't bother with proper customer support.

[MaleManGuy]

Originally Posted by ikcizokm

I love Onkyo receivers. I've had 3 myself over the last 10 years, have bought 2 as gifts for friends, and never hesitate to recommend them.

Until now.

Last June I bought a TX-SR804 and enjoyed having my Sony S300 Blu player hooked up to it. And it worked great, and still does, with one annoying flaw: it does not support 1080p passthrough from a PS3--just 1080i. I discovered this after buying a PS3 in January.

Now, Onkyo has been aware of this problem for some time. And due to consumer outcry, and their own warranty, they offer to fix this for free for all 804 owners who contact them with a concern.

The PROBLEM is that they want me to pay for shipping to a repair facility in New York. Said repair facility has told me it can take anywhere from 7 days to 7 weeks to get my receiver back.

Considering that my entire living room setup is run through the 804 (TiVo/cable, PS3, Blu-ray, etc.), this presents a daunting challenge and a supreme inconvenience to our family of 5.

Yes, I know I'm b*tching out loud, but this is ridiculous. I e-mail Onkyo support and asked if I could possibly have them send me a refurbished 804 on advanced exchange, or allow me to trade in my (what I consider) defective unit with them--anything to prevent being without our HT cornerstone for a month. The rep who responded gave me a canned response to call their toll-free support number. I've done this 3 times now over the last 10 days, and have waited on hold for over 45 minutes each time, without ever reaching a human being.

For these reasons, I'm seriously considering abandoning the 804 altogether and getting either a Denon or the new Pioneer Elite this June. It just rubs me the wrong way that a company is aware of a flaw in their product, but won't help customers expedite the servicing. For God's sake... it was a $1000 product, not some cheap $199 Sherwood. Am I expecting too much? Anyone else have issues with their customer service being non-existent?

Maybe if you can arrange to pay expedited shipping in both directions you'd have it quicker? Personally myself... i'd get a new receiver ;-)