HT-S3400 Static and Power Problem

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HT-S3400 Static and Power Problem

Post  neb255 on Wed Feb 08, 2012 1:24 pm

Hi,

i bought the HT-S3400 a month ago from amazon. about 2 weeks ago i started having trouble.

as soon as i turn on the receiver i hear static from all 5 speakers. i have checked all of the speak cable and nothing is crossed or loose. the static does not change with the volume so it cant be heard if the volume is all the way up and something is playing, however it does not go away no matter how long i am using it.

at the same time that this started i also found that i have to push the power button twice to turn the unit on. the first time i hit the power button the LED screen comes on there is a click and then it turns off. if i hit the power again it turns on and works. this happens with both the remote and the button on the receiver.

the receiver is plugged into a power strip along with my TV and the cable box, neither of which have any problems.

i appreciate any help or ideas.

-Ben

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Wed Feb 08, 2012 5:16 pm

Hi Ben,

Have you tried a factory reset on the receiver yet? To do the reset you need to turn the receiver on, then on the front panel of the receiver press and hold the "VCR/DVR" button while doing that press the "STANDBY/ON" button. You will see the word "Clear" in the display screen and the receiver will go into standby mode. PLEASE UNDERSTAND THAT YOU WILL LOSE ALL YOUR AUDIO & VIDEO ASSIGNMENTS ON THE RECEIVER PLUS YOU WILL LOSE ALL YOUR SPEAKER CONFIGURATIONS, SPEAKER DISTANCE AND ALL LEVEL CALIBRATION SETTINGS. YOU WILL ALSO LOSE ANY PROGRAMMED RADIO STATIONS IN MEMORY. Once the receiver goes into standby mode turn it back on and go thru the setup menu for all custom settings. If this does not resolve the issue then it will either need to serviced or depending on the dealers exchange policy returned for an exchange.
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Re: HT-S3400 Static and Power Problem

Post  neb255 on Thu Feb 09, 2012 6:44 pm

i tried the factory reset as suggested, however it did not resolve the issue. i still have to push the power twice and i still have static.


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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Fri Feb 10, 2012 1:43 pm

Hi neb255,

If the reset did not resolve the issue then the unit will need to be evaluated by a service center. Authorized service centers can be found on our website at www.onkyousa.com under support.
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Re: HT-S3400 Static and Power Problem

Post  Dummy on Wed Mar 07, 2012 12:58 am

Does this problem fall under covered warranty? I too bought the same system from Amazon around the same time (February 4, 2012) and am having the EXACT same problems.

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Re: HT-S3400 Static and Power Problem

Post  neb255 on Wed Mar 07, 2012 1:09 am

timtlu wrote:Does this problem fall under covered warranty? I too bought the same system from Amazon around the same time (February 4, 2012) and am having the EXACT same problems.

i ended up returning it to Amazon. i exchanged it 2 times and they both developed the same problem within a week....

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Wed Mar 07, 2012 11:11 am

Hi Forum Users,
Our apologies for the issue you are having. It is important to us that we resolve this issue. If you could please contact us over the phone at product support it would be easier for us to work on your case. For Product Support Team Only:
1-800-229-1687 Hours: M-F 9am-8pm | Sat-Sun 10am-8pm ET We thank you for your patience and for choosing Onkyo.
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Re: HT-S3400 Static and Power Problem

Post  neb255 on Wed Mar 07, 2012 11:23 am

OnkyoUSA wrote:Hi Forum Users,
Our apologies for the issue you are having. It is important to us that we resolve this issue. If you could please contact us over the phone at product support it would be easier for us to work on your case. For Product Support Team Only:
1-800-229-1687 Hours: M-F 9am-8pm | Sat-Sun 10am-8pm ET We thank you for your patience and for choosing Onkyo.

i spent over an hour on the phone with Onkyo product support, 30 min on hold before i was picked up and then another 45 trying to explain what the problem was. In that 45 min of trying to explain what static was and what i meant by having to push the power button multiple times before it would work, the person i was speaking to insisted that the unit was fine and that the issue was coming from the speaker cable. When i wouldn't accept that as the answer, I was told that it needs to be serviced and to bring it to a service center.

Considering that my first unit was Dead on Arrival, the second was less than 2 months old and my 3rd was less than 1 month when the issue came up, i have a hard time accepting that it needed to be serviced already.

More importantly though, after spending money for a new product i certainly had no want to have a repaired unit. So i returned it yet again, and will now think twice before ordering from Onkyo again.

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Wed Mar 07, 2012 1:21 pm

Hi neb255,

We apologize about your experience.
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Re: HT-S3400 Static and Power Problem

Post  sdave on Mon Mar 12, 2012 9:09 am

I've been experiencing a similar problem after about a couple of weeks of using the system (I purchased the system in December but only installed it in late February). The power button on the remote stopped working (the other functions still seem to work however). So, at this point, I have to manually turn the receiver on/off. I tried the reset procedure and that solved the problem for 2 days, but alas, the problem returned. I sent an email to Onkyo support almost 2 weeks ago but haven't heard anything from them. Not sure if the problem is covered by the warranty.

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Mon Mar 12, 2012 10:19 am

Hi sdave,
We are sorry you have not heard back yet via email. Please send us a PM with your email address and we will be sure to get someone in Product Support to respond. Thank you.
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Re: HT-S3400 Static and Power Problem

Post  mattbold7 on Mon Mar 12, 2012 3:06 pm

I am also having an issue with the HT-S3400. Every time I turn on the power it turns off immediately. Then when I push the power button again it stays on, however lately it seems that I have to push the power button a couple of times to get it to stay on. Has any one had any resolution with this issue? Thanks.

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Mon Mar 12, 2012 3:40 pm

Hi mattbold7,
Please follow the directions above and call product support for assistance. It is important for us to resolve this issue for you quickly. Thank you for contacting Onkyo via our forum.
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Re: HT-S3400 Static and Power Problem

Post  erickmsr on Sun Jun 03, 2012 9:03 pm

I have exactly the same issue with my HT-S3400 bought at CompUSA two months ago. With so many people reporting the same problem will Onkyo go for a recall?

Regards,
Erick


Last edited by erickmsr on Sun Jun 03, 2012 9:04 pm; edited 1 time in total (Reason for editing : typo)

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Mon Jun 04, 2012 12:39 pm

Hi forum users,

We apologize that your receiver isn’t working correctly. The symptoms you have described resemble a posting on our website. Please follow this link for more information.

http://www.onkyousa.com/press_releases.cfm?id=253

If your serial number qualifies, you will be sent a box and prepaid label to send your receiver in for service. If your serial number does not qualify for service, please contact our Product Support Department at 1-800-229-1687 option #3 for further assistance.
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Sudden Shut down and or Static Noise from speaker

Post  epitre on Mon Sep 24, 2012 11:50 am

My unit seems to have the exact symptoms of the press release issued on March 19 2012. I tried entering my serial number in the form to see if my unit needs the repair and it says that it doesn't.

The static is so bad that when listening to music at low volume, I ear more of the static than the music. The unit is barely usable.

Is there anybody else that have the same issue and that their unit does not fall in the recall?
Anybody entered their serial and it actually said that it needs the repair and got the shipping label, box,...?

Now I have to pay for the shipping to get it to a repair center, which will be very costly because the closest repair center is over 800km away, all of this will probably take weeks and above all, the problem occurred after only approx. 20 hours of usage. Quality and customer service at its best.

Also, the unit seems to run pretty hot, about 50 degrees Celsius, this doesn't seem normal to me.

Any feedback would be appreciated.

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Mon Sep 24, 2012 12:27 pm

Hi Epitre;

We apologize for the issue you are experiencing with your receiver; where exactly are you located so we can further assist you? Please refer to your PM message for further information.

Thank You;

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Help

Post  epitre on Tue Sep 25, 2012 9:02 am

OnkyoUsa, I have replied to your private message but I am not sure if it sent correctly since I didn't get any feedback yet. Please let me know because I want this to get resolved as soon as possible.

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Tue Sep 25, 2012 2:22 pm

I currently show a box and label request has already been processed and should have been sent from your Product Support conversation. I will research further to advise you when you should be receiving your box and label to have your unit serviced by our Canadian Onkyo authorized service center.

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Re: HT-S3400 Static and Power Problem

Post  djc5166 on Thu Oct 04, 2012 4:32 pm

Sorry to thread hijack, I figured it would be better to post in a topic of people having the same problem.

I have the exact same problem as the guys in this thread,

I promptly checked my serial number, it said my unit was eligible for repair.

It has been almost a week and my packaging materials have still not been shipped out to me, my order status is still at the "Order Received" state, no carrier info, no tracking info.

I've sent several emails inquiring on when the packaging materials would be shipped out, all of them met with no response. The Onkyo representative I managed to reach on the phone was also quite rude in regards to the issue, and did not give me any information regarding when my box might be shipped out.

Is this seriously how Onkyo treats is customers? I hope I'm just having bad luck and this is not your normal customer service quality, because its utterly atrocious, not to mention the fact that my 'new' Onkyo receiver already has issues out of the box...

Any help is appreciated...

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Thu Oct 04, 2012 5:13 pm

djc5166 wrote:Sorry to thread hijack, I figured it would be better to post in a topic of people having the same problem.

I have the exact same problem as the guys in this thread,

I promptly checked my serial number, it said my unit was eligible for repair.

It has been almost a week and my packaging materials have still not been shipped out to me, my order status is still at the "Order Received" state, no carrier info, no tracking info.

I've sent several emails inquiring on when the packaging materials would be shipped out, all of them met with no response. The Onkyo representative I managed to reach on the phone was also quite rude in regards to the issue, and did not give me any information regarding when my box might be shipped out.

Is this seriously how Onkyo treats is customers? I hope I'm just having bad luck and this is not your normal customer service quality, because its utterly atrocious, not to mention the fact that my 'new' Onkyo receiver already has issues out of the box...

Any help is appreciated...

What is the service request number you were provided when the box and label request was processed? I will need that information to further research this issue.

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Re: HT-S3400 Static and Power Problem

Post  djc5166 on Thu Oct 04, 2012 5:14 pm

OnkyoUSA wrote:
djc5166 wrote:Sorry to thread hijack, I figured it would be better to post in a topic of people having the same problem.

I have the exact same problem as the guys in this thread,

I promptly checked my serial number, it said my unit was eligible for repair.

It has been almost a week and my packaging materials have still not been shipped out to me, my order status is still at the "Order Received" state, no carrier info, no tracking info.

I've sent several emails inquiring on when the packaging materials would be shipped out, all of them met with no response. The Onkyo representative I managed to reach on the phone was also quite rude in regards to the issue, and did not give me any information regarding when my box might be shipped out.

Is this seriously how Onkyo treats is customers? I hope I'm just having bad luck and this is not your normal customer service quality, because its utterly atrocious, not to mention the fact that my 'new' Onkyo receiver already has issues out of the box...

Any help is appreciated...

What is the service request number you were provided when the box and label request was processed? I will need that information to further research this issue.

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S4514

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Re: HT-S3400 Static and Power Problem

Post  OnkyoUSA on Thu Oct 04, 2012 5:30 pm

I currently show that your request was processed 10/2/2012 and a box and label should be shipped to you shortly. If you do not receive the shipping materials after 3- 5 business days from today's date- please contact us with the service request number provided by the Skype representative you were conversing with.

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