Onkyo 805 Problem!!!

[Petra_Kalbrain]

Well, here's a doozy! I hope that this doesn't play out the way I think that it will.

I just hooked up my new Onkyo 805 receiver, ran wire for all of the speakers, and found out that the unit won't output any sound through the speakers because the "phones are engaged". I've been trying to seek a solution on the internet, but to no avail. But, it gets better...

Here's the real kick in the face! I purchased the unit in Billings, Montana but live in Vancouver, British Columbia. In order to return the damn thing I'd have to drive at least 13 hours one way in order to exchange it. Any ideas out there on how I could possibly get away with exchanging this somewhere in Vancouver?

[WickyWoo]

did you buy it from an authorized dealer or a chain store?

If so just return it to a chain. Otherwise call Onkyo US from across the border, and they'll send you to an authorized service center in seattle or something. It sounds like the little switch in the headphone jack is stuck

[Zaphod]

First subwoofers, now receivers...you are just having some bad luck huh Petra?

Have you tried plugging in some phones in the jack and then unplugging them a couple of times to see if it disengages?

Billings, Montana? Why of all places there?

[Sonny]

Originally Posted by Zaphod

First subwoofers, now receivers...you are just having some bad luck huh Petra?

Have you tried plugging in some phones in the jack and then unplugging them a couple of times to see if it disengages?

Billings, Montana? Why of all places there?

that was what l was thinking

[crackinhedz]

Originally Posted by Zaphod

Billings, Montana? Why of all places there?

Vanns.com

[crackinhedz]

Originally Posted by Petra_Kalbrain

ound out that the unit won't output any sound through the speakers because the "phones are engaged". I've been trying to seek a solution on the internet, but to no avail.

stupid question...does it happen to have a stereo jack adapter connected?

[supersix4]

Originally Posted by crackinhedz

stupid question...does it happen to have a stereo jack adapter connected?

that would be some sh*T if it did lol ... try bestbuy or any store, say "i got this as a gift and need to return it cause it doesnt work"

[Petra_Kalbrain]

Originally Posted by WickyWoo

did you buy it from an authorized dealer or a chain store?

Bought it from Vann's Electronics. They only have retail locations in Montana.

Originally Posted by Zaphod

Billings, Montana? Why of all places there?

Vann's Electronics had it on sale while I was passing through on my move from Ontario to Vancouver. I paid $769 USD (no tax). This receiver is listed at $1299 at its cheapest everywher I've seen in Canada. That's why, of all places.

Originally Posted by crackinhedz

stupid question...does it happen to have a stereo jack adapter connected?

I progressed rather well through the advanced classes in High School. Thank you very much!

[Petra_Kalbrain]

Well, no authorized Onkyo dealer in Vancouver will do an exchange without a valid receipt for their location. Onkyo themselves don't seem to want to answer their phones today (almost 2 hours on hold)... and yes, it says they are open on weekends from 10AM-4PM EST. I'm almost ready to open it up myself and see if I can find the reason that the headphone jack is engaged despite the fact that there are no headphones jacked in!

P.S. When I do plug headphones into the jack, I can hear the sound. $800 for a way to connect headphones to my $10,000 home entertainment system. Can anyone else say, "YAAAAAAAAY"?

[crackinhedz]

Petra, I honestly believe its probably a setting or a misconnection somewhere...would highly doubt Vanns.com would sell you a lemon. (Ive shopped with Vanns a few times, never a problem.)

so when you first turn on the Onkyo it automatically comes up "phones are engaged"? (that exact wording?)

and you made all the necessary and correct set-up selections?

on the receiver...go into set up menu and select HDMI Audio Out - Off

see what that does for you?

Sounds like you may have it set to "on" which sends the audio to the TV speakers/Headphone jacks. If its Off you should hear from your surrounds.

[Marcusarilius]

Did you go into the settings adjustment? When you bring up the "Menu", it will be aprox number 5 or 6. Select it and you will see "headphones". Select it and see if there are any adjustible settings for this.

[BTS]

TRY THIS

SETUP
7.HARDWARE SETUP
5.HDMI
HDMI AUDIO OUT OFF
TV CONTROL DISABLE

REPEAT OOOPS

[Brent]

Have you tried contacting Vanns.com about the problem? Contacting the retailer, as well as the manufacturer, is important to try. I can't believe they wouldn't let you ship them the defective product.

[Zaphod]

Originally Posted by Brent

Have you tried contacting Vanns.com about the problem? Contacting the retailer, as well as the manufacturer, is important to try. I can't believe they wouldn't let you ship them the defective product.

I am assuming he bought it from a B&M Vanns and did not just pickup a .com order at their warehouse. Now I have never known a B&M store ever to accept a shipped in return/exchange. Since all else is failing I guess it is worth a shot, even though a long one at that. The only other problem with it being shipped back to them (if they allow it), is to have to pay for shipping on a 60 pound receiver...which Vanns probably will not cover.

[Petra_Kalbrain]

Originally Posted by Zaphod

I am assuming he bought it from a B&M Vanns and did not just pickup a .com order at their warehouse. Now I have never known a B&M store ever to accept a shipped in return/exchange. Since all else is failing I guess it is worth a shot, even though a long one at that. The only other problem with it being shipped back to them (if they allow it), is to have to pay for shipping on a 60 pound receiver...which Vanns probably will not cover.

Contacting anyone but Onkyo themselves is going to be pointless. I'm sure that Vanns would gladly take it back, but I'd have to pay the shipping. So, that's probably $150 that I could instead use on getting an authorized service centre to repair it. And, if I did send it back to them it would only be a return and not an exchange as they will not ship to Canada... nor would I want them to! I would get nailed at the border on duty charges that would end up making me pay more for the unit than had I just paid $1500 for it in Canada.

As for the settings, I have gone through and changed all of the settings mentioned above but with the same result. Apparently this has happened to a few others as well. I googled the situation and the only resolve was to exchange... which I cannot do.

Anyone know of a place in Vancouver that sells these receivers but don't check the serial numbers if they are returned??? I could go buy a new one and then return this dud to them. A bit of a hassle on my end, but worth it if it works.

[musicman1999]

So do you mean the warranty is not valid in Canada? I would investigate this instead of being set on an exchange that you will not get.Not to make light of your problem but it is not fair to foist your problem off on an unsuspecting store that will lose money on the deal, when you are not even a customer.


bill

[Kayne314]

This is a big problem here in the Great White North. A lot of us Canuks are spending our money south of the border in the US of A, and when we have a problem we discover that the warranty ends at the 49th Parallel. The sad part is retailers up here have caught on and wont warranty anything unless they see an original receipt, from Canada.

This sucks big-time!

[Kayne314]

Originally Posted by Petra_Kalbrain

Contacting anyone but Onkyo themselves is going to be pointless. I'm sure that Vanns would gladly take it back, but I'd have to pay the shipping. So, that's probably $150 that I could instead use on getting an authorized service centre to repair it. And, if I did send it back to them it would only be a return and not an exchange as they will not ship to Canada... nor would I want them to! I would get nailed at the border on duty charges that would end up making me pay more for the unit than had I just paid $1500 for it in Canada.

As for the settings, I have gone through and changed all of the settings mentioned above but with the same result. Apparently this has happened to a few others as well. I googled the situation and the only resolve was to exchange... which I cannot do.

Anyone know of a place in Vancouver that sells these receivers but don't check the serial numbers if they are returned??? I could go buy a new one and then return this dud to them. A bit of a hassle on my end, but worth it if it works.

Try London Drugs. They sell the Onkyo line-up, and if you catch them at this busy time of the year, they probably won't check serial numbers.

Your best bet is to buy a new one on your credit-card, and then the next day bring the US version back to the store, and Honestly describe what is wrong with it, so they can send it back to Onkyo for a store credit.(It's not nice to Rip off your local stores.) Tell them you just want your money back, and you'll think about your purchase.

Be sure to pack the defective one up VERY nicely, and be sure to include the French instructions from the Canadian Model. Make sure the Defective unit goes back in it's original box. They will check the serial number on the box to the unit IN the box. If it is packed nicely and you treat the salesman with dignity and respect, you shouldn't have a problem.

The key here is to be NICE to the salesman. Maybe even use some of the money you get back to buy some extra Blu-Rays while you are there. Better yet, If you feel guilty, buy a monster cable from him. They get a small commission on them. That should make his day. If you return the Monster cable, be sure to do it at another store so the salesman doesn't lose his commission.

It might be worth a try.

P.S.
If there is a London Drugs Shipping tag on the box, (usually Blue and white or green and white) peel it off the new unit and place it on the defective unit's box. This will further sell the idea that it is a unit from London Drugs itself. The labels are about 6 inches by 4 inches and are removable, and re-stickable.

[Petra_Kalbrain]

UPDATE: Onkyo customer support is being absolutely ludicrous regarding this whole situation! They make a great product... WHEN IT WORKS!!! So this is my official lodging of a warning complaint to ALL CONSUMERS reading this. IF YOU BUY ONKYO, MAKE SURE TO HAVE PURCHASED FROM A REPUTABLE DEALER WHEN IT COMES TO SERVICE. And this is where the plug comes in...

VANN'S APPLIANCE'S (www.vanns.com), despite the "black & white" warranty situation that states "warranty is only valid to those with a U.S. residency address", has gladly (and almost instantly for that fact) offered to take care of shipping the unit back to them and shipping me a new unit. That's a hefty charge for them to satisfy a foreign customer. Send them some love if you can folks. They obviously care about their customers regardless of nationality.

[crackinhedz]

Originally Posted by Petra_Kalbrain

VANN'S APPLIANCE'S (www.vanns.com), despite the "black & white" warranty situation that states "warranty is only valid to those with a U.S. residency address", has gladly (and almost instantly for that fact) offered to take care of shipping the unit back to them and shipping me a new unit. That's a hefty charge for them to satisfy a foreign customer. Send them some love if you can folks. They obviously care about their customers regardless of nationality.

...as I said, I've never had any problems with them.


Let us know how it goes when you get the replacement.