TX-NR5007 No Audio
2 posters
Page 1 of 1
TX-NR5007 No Audio
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
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
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
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;
Forum Moderator
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;
Forum Moderator
Reply to Post on Mulitple Failures
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
Fred Almgren
859 421 1679
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
No problem. Please update me on the status after speaking with the Parts & Services department.
Thank You;
Forum Moderator
Thank You;
Forum Moderator
Service Response
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
Highest Regards and thanks again from a loyal customer
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
No problem. If you need any further assistance; please contact us via phone, email, or via our Onkyo Forum at https://onkyoproductsupport.forumotion.com/f1-welcome-to-the-onkyo-forum.
Forum Moderator
Forum Moderator
Update: Unit Delivered by Fedex
I just saw in Fedex tracking that my unit was delivered and signed for at Onkyo.
Thanks
Thanks
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
Hello FAlmgren;
I will follow up with the Shipping/ Receivables department during normal business hours tomorrow and reply promptly.
Thank You;
Forum Moderator
I will follow up with the Shipping/ Receivables department during normal business hours tomorrow and reply promptly.
Thank You;
Forum Moderator
Status Check
Hello, How will I receive status updates? Will it be via this forum or in a separate e-mail? Thanks again for your help
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
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;
Forum Moderator
Cordially;
Forum Moderator
Response
Thanks for your prompt response and thanks again to Michael W for providing great support. Appreciate it very much.
FAlmgren- Posts : 19
Join date : 2012-05-02
Question on Response
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?
Thanks
Thanks
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
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.
Forum Moderator
Forum Moderator
Reply on Fedex RP?
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.
Thanks
Thanks
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
I will do one better; I will contact you tomorrow with the actual FedEx tracking number so you can easily track your package better.
Forum Moderator
Forum Moderator
Thanks On Service
Thanks for your help and calling me back with tracking. Excellent support as always.
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
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.
Forum Moderator
Forum Moderator
Reply to Message
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 . FYI I do have the tracking number.
Sincerely,
Sincerely,
FAlmgren- Posts : 19
Join date : 2012-05-02
Receiver Connected and Running
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.
Thanks again for the great support.
FAlmgren- Posts : 19
Join date : 2012-05-02
Re: TX-NR5007 No Audio
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).
Best Regards;
Forum Moderator
Best Regards;
Forum Moderator
Similar topics
» Onkyo TX-NR5007 Audio Problems
» Intermittent sound output problem with TX-NR1007
» Onkyo TX-NR5007 No Sound
» Help With TX-NR5007 Intermittent No Sound Issues Help
» Onkyo TX-NR5007 No Sound
» Intermittent sound output problem with TX-NR1007
» Onkyo TX-NR5007 No Sound
» Help With TX-NR5007 Intermittent No Sound Issues Help
» Onkyo TX-NR5007 No Sound
Page 1 of 1
Permissions in this forum:
You cannot reply to topics in this forum
|
|