Patriot Pools

FedEx Management has visited our site and has approved a claim to pay for the customer unit despite the fact that they have a signature and originally denied the claimWe are waiting for the payment from FedEx and will be shipping the replacement to the customers work address to avoid any further complication

There was an error in processing this credit returnI was assured that this refund will be processed today and offer our sincerest apologies for the delay in the processing of this refund

We have made multiple attempts to assist this customer, however the customer is unwilling to follow the steps necessary to resolve the issueThe customer has also left voice messages to management using vulgar and profane language which is not tolerated or acceptableBased upon further investigation and researching the previous calls to our tech support line, it is evident that the customer has an issue which may potentially lie outside of the equipment that he purchased from us, however he is unwilling to accept the professional assistance we are offering to isolate the issue and correct itThe customer had recently sent the unit to one of our authorized service centers where it was tested to factory specification and working normallyWe have offered to help the customer by bringing the unit here, however he did originally provide the incorrect serial# which delayed us from initiating the return (which is not part of the warranty coverage, however we were making an exception to help him)Since the customer decided to use profanity and was acting unreasonable we did further research to substantiate that the issue is most likely environmental or connections/settings related and we will need to have the customer go through the proper steps before taking any further actionIf the customer is unwilling to accept our help it will be impossible for us to assist him furtherIf the harassing and vulgar phone calls continue we will terminate all contact with the customer and be forced to cease any continued support for him

We understand the concern on behalf of the customer, however since the issue is one of an electrical nature ultimately the unit will need to be evaluated at an authorized regional Onkyo service facility to determine the cause of the reported failureThere the cause can be discovered and to ensure that nothing environmental or of an outside nature has caused the reported failure (and to possibly prevent further incident) we can then determine the best course of action to followOur company in it's long history has always followed UL safety standards and we have never had a single case of any of our products causing a fireOur written warranty policy states that the customer is responsible to get the unit to a service center should any repairs or evaluation be deemed necessary, however in this unique case the company is more than willing to provide a return shipping label (and box if the original is no longer accessible or in usable condition) to cover the costs and get the unit securely to the proper facility to be evaluated

I would need the serial# of the unit and the name of the authorized service center the unit was taken to in order to investigate this complaint

Left a voice message for the customer explaining that he does qualify for our special service programHe can either get a free repair on his unit including shipping paid both ways which usually takes a week or lessOr he can purchase a TX-NRbrand new with full year warranty for $also with no shipping charges (or tax due to the customers location)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards,

First and foremost there was no "recall" on the product in questionWe did discover a chipset issue which we addressed through our special service programThe customer states having video issues which this chipset issue never effectedWe have pulled the service records of warranty claims submitted by the service center ABT, including 3-claims from for No Problem Found submissionsThe fourth and last warranty claim submitted was for a reset and firmware update in July of 2013, four years agoEach time this unit was brought to service there were no repairs made to the unit which would substantiate the issue is environmental (likely cable related)The National Parts Manager has already responded to this customer explaining the options for this caseWe have closed this case in our system as the customer refused our offer to trade his unit in

I am rejecting this response because:Mr [redacted] l is in fact the problem; he cannot therefor be the solutionHe obviously hasn't a clueMoreover had he done his job for the preceding days I more then likely would not feel like I was actually the victim of a strong-arm robbery, as I do.My words written to initiate the complaint(s) are and were factually correctI have not even had the item (Serial Number - [redacted] Model: SKW-204) since sending it back to the manufacturer on June 19th {FEDEX Tracking Number: [redacted] }Mr [redacted] l states facts which CANNOT be evidenced at allFirst he has no proof [ie: tracking number] that the item was EVER returned to me, and, that the SKW-was ever repaired.Mr [redacted] l states "according to the customer the repair was not successful" the item was NEVER repaired (after days the item was never repair never mind ever returned to the person who purchased it (unfortunately).Needless to say after having my paid for unit for >days Onkyo never contacted me why would they as evidenced they already had the serial number, moreover they still had the $defective unit (as evidenced by the attachments)Mr [redacted] l goes on to say "At this point the customer told us to "throw the unit in the trash"think for a second Mr [redacted] l just stated the customer had the unit "the repair was not successful, and upon return from the service center needed to go back"Mr [redacted] l better get his stories straight as I am in the process of contacting Tokyo.The customer has spent more then Mr [redacted] l makes in a month on Onkyo Products the several are likened unto the defective sub-woofer and if all I get for my money is days of usage and the right to inform others of my dissatisfaction well then that is part of being AmericanThanks for the additional evidence(s) supporting my contentions of the inability of Onkyo USA to perform in a manner consistent with those of the Company/Corporate Charter.So after >days and NO repairs it appears I have been out rightly robbed by the same company that produced the defective item I purchased from their retailerAgain I am seeking a full refund

Complaint: [redacted] I am rejecting this response because:Onkyo states the issue being the same is NOT POSSIBLEMy current sound loss is similar to the issue that requires a recall, Onkyo cannot state it is different without troubleshooting the unit in question "The customer has the option of trading in his unit for a newer refurbished model at a discounted price"There is essentially no discount being offeredPer the attached, I would be DOWNGRADING to one of the offered USED units (channels vs channels) AND paying more (with the cost of an additional years of warranty) versus a NEW unit from an AUTHORIZED reseller of Onkyo products for which I would NOT have to ship my old unit back ($cost to me).Onkyo is not standing by their workmanship and is offering a ludacris solution to my problemI continue to demand the warranty be honored and Onkyo replace my unit at no cost Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did do that and now finally it is going in for service, at least the Integra unit, still no word on the PioneerLets see if anything gets fixed Regards, [redacted]

At this time I have an item shipped with delivery of tomorrow

Contacted the customer via phone to resolve the issueWill be in contact with the service center and the customer directly to assure this matter is resolved accordingly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Tell us why here...It is the responsibility of the consumer to report any failure of the product during the warranty period in order to receive warranty coverageTo see if a one time warranty consideration can be made in this case the customer will need to call our warranty department at [redacted] option and ask for warranty admin

Complaint: [redacted] I am rejecting this response because: I have called this number and have yet to speak with someoneI just called it yet again, followed the proper prompts, a woman answered and said she was forwarding me to the parts departmentShe then forwarded my call to the 1-number I have also called and then I just get disconnectedWhy has no one ever responded to my emailsIf I can just buy the remote that is all I need Regards, [redacted]

The information supplied by the customer that the issue he has experienced is related to the one covered under our special service program is totally incorrect and unsubstantiatedThere are many misleading posts and blogs on the internet by people who somehow feel that 4-year old products that were abused or misused (water damaged, improperly driven or connected, installed and used incorrectly, etc.) and that do not have manufacturing defects, should be covered by our companyThese are the people that have posted incorrect information on the web and that have tried to tarnish our reputation stating that we produce poor quality /poorly made productsFortunately for our company this is not the case as we have been making quality products for close to years, and we rely on and appreciate the customers that know the quality and reputation of our brand, and those consumers realize that we have stood behind our products including the unfortunate struggles with faulty chip-setUnfortunately for this customer the unit he owns does not fall under our special services program regardless of what is posted on the internet, it simply does not have the parts included that are used during the manufacturing processThe unit in question is years past the year warranty and cannot be covered therein.We will be considering this case closed regardless of future rejection of our previous offers to assist the customer with our trade in program as they feel it is not the true value offer that it certainly is (according to and based upon the success of the program)No other company in our industry offers to buy back used equipment giving 50% credit towards the purchase of a newer model

Complaint: [redacted] I am rejecting this response because: Clearly, Onkyo's representative has not researched their own company's Loss of Audio/Network Connection Customer Care Program Both loss of sound (audio) and loss of video on HDMI output (network capabilities) were explicit criteria for their "recall" He can call it whatever he wants, but it's still defective problems with my receiver that is included in their "recal"l which has been determined to be eligible for their EXISTING recall program.I have all the supporting documentation I need to support legal action All this representative has is arrogant bluster.I expect nothing less than a COURTEOUS resolution to this matter no later than January 5, 2018!Happy Holidays! Regards, [redacted]

The HTRdoes qualify for the special services program, however since this was purchased as a package the serial# sometimes has issues populating through the automated systemThis can be resolved by calling and having the serial# manually entered on our sideThere was an issue with getting through to our support team as our phone system was being changed over to a brand new systemIf the customer calls us between 9am EST and 8pm EST we will be able to assist get the issue resolved for him