TX-NR5007 No Audio

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TX-NR5007 No Audio

Post  FAlmgren on Sat Sep 15, 2012 6:02 pm

I have had intermittent sound issues since owning this receiver. Onkyo provided a one time warranty and I sent in twice to try and fix starting in July. The second time a HDMI card was replaced for a second time. It was two days after the 90 day period and the same issue has occurred and I don't believe it was ever fixed. I am extremely disappointed into the product quality. I think it should be replaced since it had never worked right since it was purchased. I also think Onkyo Engineering should get this back instead of sending to an authorized repair center. I hope you would consider other options since it seems to not be able to get fixed.

I do appreciate the support and have read where you have replaced units for this same problem. Please let me know what my next steps are.

Thanks from a loyal customer



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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Mon Sep 17, 2012 8:06 pm

Please contact our Parts & Services Dept at the number listed below during normal business hours Monday-Friday 9am-5pm EST ; or via email at parts@us.onkyo.com. They can be contacted at 201-785-2600, option # 4 for Parts & Services as they can further assist you regarding obtaining a one-time warranty and service agreement to have your receiver repaired. You will need to speak with the Parts & Services department to inquire about either having your receiver serviced since you are not under warranty. Please include the serial number of your unit and copy of sales receipt as well in your response. Please also complete the CUSTOMER STATEMENT form and submit back to our Parts & Services department and to the service center you will be instructed to have documentation of the issue(s) you are experiencing for servicing.

You will also need to submit a copy of your sales receipt via fax (201) 934-7823 or email: parts@us.onkyo.com. Please allow 3-5 business days for further processing of your service ticket and to contact the service center and await a response via phone or email. Please contact the department if you do not receive any information after 5 business days from submitting documentation.

Thank You;

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Reply to Post on Mulitple Failures

Post  FAlmgren on Tue Sep 18, 2012 12:15 am

Thanks for the reply. I have had this unit fixed twice for same problem by ABL. I will call tomorrow about my unit and hopefully you will consider replacing it and getting it in to your Engineering team. How can I exchange e-mail with Naoto Otsuki to register my concerns. I tried sending an e-mail to Naoto.Otsuki@onkyousa.com and it was returned. I appreciate your response and support.

Fred Almgren
859 421 1679

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Tue Sep 18, 2012 3:12 pm

No problem. Please update me on the status after speaking with the Parts & Services department.

Thank You;

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Service Response

Post  FAlmgren on Tue Sep 18, 2012 3:16 pm

Thanks to a very receptive support representative. Michael W provided excellent support on the phone. My unit is being shipped to New Jersey today. I will respond back to this forum when we are ready to close it out.

Highest Regards and thanks again from a loyal customer

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Tue Sep 18, 2012 3:26 pm

No problem. If you need any further assistance; please contact us via phone, email, or via our Onkyo Forum at http://onkyoproductsupport.forumotion.com/f1-welcome-to-the-onkyo-forum.

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Update: Unit Delivered by Fedex

Post  FAlmgren on Thu Sep 20, 2012 6:39 pm

I just saw in Fedex tracking that my unit was delivered and signed for at Onkyo.

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Thu Sep 20, 2012 7:12 pm

Hello FAlmgren;

I will follow up with the Shipping/ Receivables department during normal business hours tomorrow and reply promptly.

Thank You;

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Status Check

Post  FAlmgren on Mon Sep 24, 2012 3:02 pm

Hello, How will I receive status updates? Will it be via this forum or in a separate e-mail? Thanks again for your help



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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Mon Sep 24, 2012 3:27 pm

Just conversed with previous Parts & Services representative you were assisted by (Michael W.); and he's actively processing this issue currently. I will follow up and advise you on the status via PM or email until a tracking number is provided for you to further track the shipment back to you.

Cordially;

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Response

Post  FAlmgren on Mon Sep 24, 2012 3:56 pm

Thanks for your prompt response and thanks again to Michael W for providing great support. Appreciate it very much.

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Mon Sep 24, 2012 4:05 pm

No problem. Will let Michael know you appreciate his efforts.

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Question on Response

Post  FAlmgren on Tue Sep 25, 2012 3:57 pm

Sorry, but have should have asked this yesterday. What is a PM to provide status? Also, what causes you to get e-mails for other posts if you don't post anything to them? Is there a bug in the software generating the e-mails?

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Tue Sep 25, 2012 5:07 pm

PMs are private message so sensitive information is NOT published publicly on the forum. They are also private messages (PMs) to personally advise you of the status of your issue. Customers are answered back as PMs as they haven't provided their contact information to personally communicate with those on the forum. In regards to your issue, you can track the shipment of your receiver via FedEx by inputting your RP # given and your zip code to track your shipment. I will follow up to confirm proper arrival of your shipment as well.

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Reply on Fedex RP?

Post  FAlmgren on Tue Sep 25, 2012 5:22 pm

Sorry for another question. The RP number was the number I placed on the box that was confirmed last Thursday of arrival. Where would I put the RP # and zip code to track shipment back? Is that part of a Fedex tracking as well? Is there another place to enter the RP# on your site? I apologize for the confusion.

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Tue Sep 25, 2012 6:31 pm

I will do one better; I will contact you tomorrow with the actual FedEx tracking number so you can easily track your package better.

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Thanks On Service

Post  FAlmgren on Tue Sep 25, 2012 9:18 pm

Thanks for your help and calling me back with tracking. Excellent support as always.

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Wed Sep 26, 2012 4:02 pm

While conversing with Mike W.; he mentioned he already spoke with you and provided the FedEx tracking number for your shipment. If you need me to resend the tracking number- I have already sent it via PM to your attention. Thank you again for your time and patience.

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Reply to Message

Post  FAlmgren on Wed Sep 26, 2012 4:09 pm

I did speak with Michael to get Jack's e-mail address because it was kicked back. Dummy me forgot the "." between the first and last name. I have sent it again and greatly appreciate the support. Wish I could get Michael last name in an e-mail so I can send another message to recognize him for his great support. You guys far exceeded my expectations as a customer and you should be recognized for that. Can't wait to listen to music again since I have been without it at different times. I feel lost just without it like most would without their cell phone Smile. FYI I do have the tracking number.


Sincerely,

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Wed Sep 26, 2012 4:25 pm

Information sent via PM.

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Receiver Connected and Running

Post  FAlmgren on Fri Sep 28, 2012 1:03 pm

My receiver is now connected and running. My B&W 803Ds are sounding good again. I am very pleased.


Thanks again for the great support.

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Re: TX-NR5007 No Audio

Post  OnkyoUSA on Fri Sep 28, 2012 1:08 pm

Glad to read this has been resolved and handled by our Product Support and Parts & Services department. Also glad to read that you are enjoying your new receiver. If you have any more questions or concerns , Please contact our Product Support Dept for further assistance with this specific issue via our phone number and hours of operation (Monday- Friday 9am to 8pm EST/ Saturday- Sunday 10am to 4pm EST: (800) 229-1687; option #3 PRODUCT SUPPORT).

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Re: TX-NR5007 No Audio

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