HT-S6300 repair

I purchased an Onkyo HT-S6300 home theater system form Newegg on 9/7/2010. The system performed well for about a year. I started having problems with the sound dropping out. I have a cable box, blu-ray player and tv all connected via HDMI. It didn't matter if I'm watching the cable or blu-ray the sound would randomly drop out. I sent the unit to an authorized repair center. They have had the unit for a month now. When I called the repair center a couple of weeks ago they were waiting for parts from Onkyo. When I called them yesterday they still have not received the parts and have not been able to contact Onkyo. So I tried to call Onkyo. No one answers the phone. Is this typical for this company? How long should I have to wait for repairs? Does anyone from Onkyo read this forum? Should I just go buy a new system and never buy another Onkyo product?

Hi brian59,
I am sorry you are having an issue with your unit. Don't worry this forum is run my Onkyo USA and we will do all we can to help you. Please provide me with additional information: Your full name, what service center the unit is in, and how long it has been there. You may send me this information in a private message if you wish. Again we are sorry for the issue and the delay. Thank you for contacting Onkyo via our forum.

My name is William Brian Flautt. The unit is at Plaza Electronics, 2280 34TH Way, Largo, FL 33771. There phone number is 727-531-5484. The unit has been there since 12/9/11. Could contact them and ship them the parts they are waiting for? I have been without the receiver for about a month now and the wife is getting angry.
Thank you.

Hi William,
Your information has been passed on and I will hopefully have an answer for you soon, thank you for your patience.

I received the unit from UPS today. The paperwork says they replaced the HDMI PC board and installed the R680
package. After getting everything connected I found I'm having trouble with the on screen menu. Also noticed video
upconversion doesn't work either. I know the secret button combination to turn video processing on/off, VCR/DVR &
Reset. With video processing on I don't get a picture on the TV regardless of the source, cablebox, blu-ray, HTPC.
With video processing off I get a picture but no on screen menu or upconversion. I did a factory reset of the unit
and there was no difference. I can live with this. I have not called the repair center. I do not want to send the
unit back, I just want to make sure I'm not missing something. Also noticed Audyssey setup doesn't work. When I
hook up the mic and run through the setup it goes through all three steps then hangs up at save. Remember all I
have to go on is the disply on the front of the unit. Just got off the phone with setup support. Everthing they
suggested I had already tried.

Hey Brian, I'm just another guy like you but I thought I'd go ahead and suggest that you don't just "live with it" when it comes to things not working. Your product is under warranty and is obviously faulty or defective, I HIGHLY suggest you raise hell til you get the proper service you deserve. Get on the phone, call the BBB if you have to, but don't let them think everything's ok or it never will be.

They're sending me a box to ship the unit to the regional repair center in NY. They will see what is wrong with the unit. Still not done.

Good luck to you sir.

Received the box today. Packed up unit and dropped off at mail store. It will be picked up by UPS in the morning.

Hi brian59,
Great, it will be repaired and returned to you ASAP. Good Luck and thank you for choosing Onkyo.

I received an email from United Radio today. Here it is...
=============================================================================
Good Afternoon,

Thank you for contacting United Radio. We have placed an order for an new HDMI Board for your receiver. This parts order was placed today, so I do not have an ETA for the part yet; we may have an ETA by tomorrow afternoon. Please let me know if you have any questions.

Thank you-

Ryan
CUSTOMER SUPPORT
United Radio, Inc.
5717 Enterprise Pkwy
E. Syracuse, NY 13057
800.634.8606
customerservice@unitedradio.com

============================================================================================

Here is my reply to them and to Onkyo USA...
=========================================================================================

The HDMI board was supposedly replaced by the other repair facility. Did they perform the work incorrectly? Was the new board defective? Is there a known issue with these boards?

===========================================================================================

Hi brian59,
We are very sorry for the issues you have been having with your unit. Unfortunately, We don't know if the first time the unit was repaired it was repaired incorrectly. We have not seen your unit. You could call the service center and ask, but I reccommend calling our parts and service department. They help deal with servicing units. 1-201-785-2600 option 4. They are here Monday to Friday 9am-5pm. You could also email them at parts@us.onkyo.com. Again, we apologize for the inconvenience. Thank you for contacting Onkyo via our Forum.

Here is the email I received from United Radio for those who are interested

===========================================================

Good Morning,

The repair done at Plaza Electronics was performed correctly; the part they installed failed which is uncommon. We have ordered the whole HDMI assembly; this can only be done by a regional service center. Please let me know if you have any questions.

Thank you-

Ryan
CUSTOMER SUPPORT
United Radio, Inc.
5717 Enterprise Pkwy
E. Syracuse, NY 13057
800.634.8606

==============================================================================

Hi brian59,

Have you contacted our parts and service department on this either by phone or email for a resolution?

No I have not. The email said they are going to replace the whole HDMI assembly. They did send another email stating the part has been ordered and they expect to have it on Thursday the 9th. As long as the unit works properly when I get it back and it doesn't take too long I'll be happy. Should I contact parts and service to let them know what information has been sent to me? Can they expedite the parts to United Radio?

Hi brian59,

Yes, that would be your best option at this point.

Just an update. I sent an email to Onkyo support on Friday the 3rd. In it I asked at what point it becomes cost effective to just send me a new receiver. No reply to the email as yet. So today I received a phone call from United Radio. My wife took the call. She said they told her the HDMI board may be in this week or next. So I called Onkyo support and asked the question about replacing the unit. I was basically told that Onkyo will speak to United Radio and they decide if that is the best route to take. They did tell me they will expedite the HDMI board to United Radio.

Hi brian59,
Please contact our parts and service department. They are here to assist you with issues like this: 1-201-785-2600 option 4. They are here Monday to Friday 9am-5pm. You could also email them at parts@us.onkyo.com. Thank you for contacting Product Supoort via our forum.

United Radio received the parts on Thursday. The unit has been repaired and shipped to me today and should arrive Tuesday. I will test it and post the results.

Great, we are glad you are getting your unit back. Please keep us posted. Thank you for choosing Onkyo.

Got the receiver back today. Hooked it up, did the audyssey setup, everything works as it should. Hurray!!

Great! We are happy everything worked out for you. Thanks again for choosing Onkyo.