Onkyo TX-NR807

I purchased an Onkyo TX-NR807 in October of 2009. Two weeks ago I lost all audio, the sound just stopped when I switched from Net, internet radio, to Cable Satellite. After researching the issue on the web I contacted Onkyo support and explained the problem and was very disappointed with the respsonse - "We can't help you resolve the problem" and "we're not aware of this problem with Onkyo home receivers".

Can someone help me get my receiver fixed?

Hi MidTennesseeAudio,

We apologize for the inconvienience. Have you attempted a reset of the unit 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 the unit will need to be further evaluated at a service center. Authorized service centers can be found on our website at www.onkyousa.com under support.

So I will need to ship my 2 year old $1,500 receiver to service center, pay a $75 diagnosis fee then another $300 - $400 charge to replace the HDMI card (a common defective component in Onkyo devices). Total estimated cost:

UPS - $120 ($60 each way)
Diagnosis fee - $75
Board replacement - $300

Total repair estimate - $495

For a 2 year old home theater receiver.... And the issue I'm experiencing is happening to a lot of customers. May I suggest, Onkyo needs to 'step-up' and at least cover the cost of HDMI board in an attempt to maintain the brand.

Hi MidTennesseeAudio,

You may contact our parts and service department at 201-785-2600 option number 4 to see what they can do for you.

Thank you - I'll call tomorrow

Hi MidTennesseeAudio,

It is no problem. And thank you for choosing Onkyo.

Thanks again, I contacted Onkyo service support and they are helping me resolve my issue.

Hi MidTennesseeAudio,

Glad we are helping to resolve your issue. Thank you for choosing Onkyo.

Looks like this is a common issue with the Onkyo receivers. I strongly believe Onkyo should step up and replace defective receivers.

Regard,
Sachin

Onkyo fixed my audio / network connectivity issues, repair took about 2 weeks. Thanks angain Onkyo

Hi MidTennesseeAudio,
We are glad you were able to get the issue corrected. It is important to us that it was correct ASAP. Thank you for choosing Onkyo.