Onkyo finally addresses dreaded No sound/Network issues; offers extended warranty

[Jayromy]

Onkyo has finally addressed the series of long-standing issues plaguing a number of receivers from the 2009-2012 lines. Tales of dropped sound / no network issues, often referred to as the "HDMI board issue" have become commonplace in message boards and Onkyo's Facebook/Twitter accounts. Seems that Onkyo has finally gotten the message and is now offering an across the board replacement and warranty program for affected owners. Here is the press release:

Loss of Audio/Network Connection Customer Care Program

As part of our commitment to quality and customer service we have determined that a limited number of Onkyo Brand receivers manufactured between 2009 and 2012 may experience loss of audio or loss of network connection. This malfunction has been traced back to a defective network chip.

We deeply regret any frustration or inconvenience this situation may have caused.

To address the problem and help people who may have an Onkyo Brand receiver manufactured between 2009 and 2012 and affected by loss of audio or loss of network connection („Impacted Receiver“), Onkyo is launching a special Customer Care Program to remedy this issue. This program has three steps:

Verify if your Onkyo Brand receiver is impacted
If you have an Impacted Receiver, decide how you prefer to address the issue
Send us your Impacted Receiver in a prepaid box and label that we will provide at no cost to you

As part of this program we are also extending our standard limited warranty period to cover this issue: for Impacted Receivers, the warranty regarding the loss of audio or the loss of network connection will be extended through December 31, 2018, but shall in no case expire prior to the end of the statutory period for the original limited warranty or contractual guarantee, if any. All other terms, conditions and limitations of the original limited warranty shall continue to apply for the duration of the statutory period for the original standard limited warranty or contractual guarantee, if any.

Importantly, please note that the loss of audio/network connection issue will not result in harm to any connected components or speakers since the issue is contained to a single element within the affected receivers.

To determine if your Onkyo Brand receiver is an Impacted Receiver and thus eligible under this Warranty Extension Program please click here

We thank you for your loyalty!

End release


This is a definite win for the large number of Onkyo owners who have been dealing with this issue for years, and I think the right move for Onkyo to set things right with their brand.

Here is the full link:
http://www.uk.onkyo.com/en/articles/...am-119261.html

[michaeljoo]

Thanks for this post, OP.

But is this only for European customers?

When I follow the link and select "Other Countries" (since the US is not one of the listed countries), the next page states that "This program is for Onkyo EUROPE customers...).

[octagon]

As part of this program we are also extending our standard limited warranty period to cover this issue: for Impacted Receivers, the warranty regarding the loss of audio or the loss of network connection will be extended through December 31, 2018,...

This alone is awesome news. I have two Onkyos (one of which has already had the HDMI board replaced) and if nothing else it will be nice to know this won't be hanging over my head once they get through the initial warranty period.

[octagon]

Originally Posted by octagon

As part of this program we are also extending our standard limited warranty period to cover this issue: for Impacted Receivers, the warranty regarding the loss of audio or the loss of network connection will be extended through December 31, 2018,...

This alone is awesome news. I have two Onkyos (one of which has already had the HDMI board replaced) and if nothing else it will be nice to know this won't be hanging over my head once they get through the initial warranty period.

Well, it took three years (lol, we're actually at a point where a receiver lasting three years seems like an accomplishment) but my 818 finally started acting up.

So I've had two Onkyos combined last about half as long as my first Denon

[octagon]

Okay, this is fascinating. I sent my 818 in under this warranty program a week or so ago and just got a mail for them saying I need to pay $75 for 'additional repairs'. The stated reason for the additional repair: Needs display board.

Erm, aren't their overheating display boards the entire reason this extended warranty program exists in the first place?

I'm going to call and squawk a bit but if anybody has any specific suggestions I'd love to hear them.

Thanks.

[rlb131]

Wow, that sounds pretty strange. I think when I sent mine in there was some paperwork to complete and send with it that had language regarding warranty work mixed together with just normal repair work. I remember thinking, this is weird, I am not supposed to pay for any of this. Filled out only stuff concerning warranty and sent it off. They did the repairs without any contact and it showed back up to me a few weeks later.

I had to send back a Sony A/V unit under warranty a year before this Onkyo and Sony was really good at keeping in contact with me throughout the whole time it was gone being fixed. I was fairly impressed. My experience with the Onkyo warranty was way below the service I received from Sony.

I would email them back and state other than shipping you don't feel that you should be paying for any warranty repairs. Hope it all works out for you.

[Jayromy]

Originally Posted by michaeljoo

Thanks for this post, OP.

But is this only for European customers?

When I follow the link and select "Other Countries" (since the US is not one of the listed countries), the next page states that "This program is for Onkyo EUROPE customers...).

No, it includes North American customers as well. They are presumably lumped under the "Other Countries" option in the menu.

There is a whole thread of domestic customers talking about going through the process and getting approved over at AVS Forum:

http://www.avsforum.com/forum/90-rec...il-2018-a.html

[AmishParadise]

I had the HDMI board in my Onkyo TX-NR818 replaced a couple months ago, the original warranty period ending next month as it turns out. Nice to know I'm covered on this for another 4 years at no cost (...minus the 45 minute drive one way to my local Onkyo service center). No need to purchase that extended warranty now and knock on wood, the new HDMI board hasn't started acting up on me yet. Will note as well that I was aware of these HDMI board issues prior to purchasing my 818, this being my first Onkyo receiver that offered HDMI connectivity. Still don't regret my purchase. Not at all. Love my 818.

[solarrdadd]

Not everyone is covered. Go to the site linked, it asks for some information, which includes the units serial number, it then gives you a response as to whether your device is eligible or not.

Don't assume your gear is covered under this thing. I did it to see for myself and neither of my receivers were. Despite one of them having had the HDMI board replaced once.

Just saying.........

[Johan1981]

Thanks a bunch for this post! I know my receiver was hit hard for a lot of people with this issue and mine is eligible for this program. Until now it hasn't shown any problems yet, but if it does before the end of 2018 I know I will be coverd, very comforting news!

[Jayromy]

Originally Posted by solarrdadd

Not everyone is covered. Go to the site linked, it asks for some information, which includes the units serial number, it then gives you a response as to whether your device is eligible or not.

Don't assume your gear is covered under this thing. I did it to see for myself and neither of my receivers were. Despite one of them having had the HDMI board replaced once.

Just saying.........

This is correct. You need to go to the site and enter your info to be sure. The program specifically addresses AVRs that fall in the 2009-2102 lines. The silver lining here (if you wanna see it) is hopefully this means they identified the design issue and changed it moving forward w/ the 2013 line.

[Luckywales]

Amish Paradise - glad to have read your post. My 818 was acting up and I was very glad to read this is known, acknowledged and in your case, fixed! Sent mine back last week and should be back tomorrow. Fingers crossed.

I'll post to let other members know whether this issue was fixed, if only to add statistical value.

[Laz Baz]

Hi all,

I had been having this trouble with my TX-NR609 and many Forums tried to offer solutions but I still have the problem.
I intend to take the cash refund but not sure what they will give.
I would like to get the TX-NR646, assuming this model will not suffer from the problem.

Any thoughts on this?

[schan1269]

There is no cheap receiver(receiver, not "amp") with separate power supplies.

I've never understood griping over warranty work. My 2010 Subaru Forester has had 11 recalls. None serious. Mostly nit-picky stuff. Do I gripe, or enjoy the coffee and donuts at the dealer...

The "most bullet proof" are the Yamaha Aventage. If you can live without Audyssey.

[schan1269]

The only snafu for my 707 and 807 were caused by FedEx ground. I had to drive to their hub after their "three failed attempts" to deliver to my house.

Never once left a call tag...which tells me the driver never bothered(which is par for the course with FedEx).

So...1 poster with a problem and another forum(which broke the news about the repairs before this one) has a 20:1 ratio of AVR making it back in 7 days. The rest of the "1" are "took 3 weeks" or shipping company muff ups.

[schan1269]

I'll add a brief blurb about my 807(full postings "over there")...

My 807 was heat blasted(look on YouTube, there is a video of the basics, I just used a different approach) that kept it alive. Mine had been...

1. Left coverless for months
2. The DAC chip area was burnt
3. Had a, apparently non essential, cap completely burnt off(still worked minus this cap)

Onkyo still fixed it. Matter of fact I alluded to the repair being simply a swap of the front/rear plates and cover onto a functioning chassis. No proof of that, but...

1. Clean enough that a q-tip would probably be spotless. Sent it in gunkified.
2. New screws put in the cover. I never bothered putting the screws in.
3. HDMI board no longer burnt.

I expected them not to fix it. You get a piece of paper stating...

"Must be in warrantable condition"

[paulytim]

I am trying to see if my Onkyo is covered for the repair. My serial number hass an extra digit at the end; "C". Any ideas on why that may be and if it affects the coverage?

[schan1269]

Originally Posted by paulytim

I am trying to see if my Onkyo is covered for the repair. My serial number hass an extra digit at the end; "C". Any ideas on why that may be and if it affects the coverage?

The only way to know is put the SN in. The form takes 60 seconds to fill out.

[Blu Titan]

LOL, Onkyo is a joke. Supposedly, my receiver does not need the update . Yeah, right...no sound or picture via HDMI. Anyways, I replaced it long ago with a Denon...never again.

[Opips3]

My old Harman Kardon is difficult on update fireware only use XP windows. Microsoft dropped a program XP windows is no more used on computer by 2013.

It's very important that Wi-Fi wireless in AV/receiver will very easy for update firewave.