Patriot Pools

As previously stated this unit does not have any known issue or defective parts used in manufacturingWe are closing this case as resolved and will have no further action or correspondence with the customer

If the unit was malfunctioning then it would not connect to at all, it is dropping signal which is indicative that there is a lack of bandwidth or excessive traffic causing the unit to drop off the networkIt is recommended to connect the unit with an Ethernet cable or invest in a Wi-Fi
signal booster/ range extender Also unless the unit was purchased directly from us on our website there can be no exchanges as they must be done through the dealer where the unit was purchased from

The HT-Rpurchased by this customer comes with a year parts and labor warrantyThe customer has indicated that there a "known issue" of failure with this unit which is totally and inaccurateWhile there were some models manufactured in 2011/that had a specific issue with loss of
network/audio, this unit was NOT subject to that issueFurthermore there are NO products that we manufactured at any point that have a known issue such as the one this customer is reporting with "individual HDMI ports failing"The customer is apparently mistaking a completely separate issue that we have acknowledged accordingly with our special service program to address an issue with other products in the field, that their product was definitively not affected byThe customer also indicated that there was a failure with the unit while it was still under the warranty period and they chose not to have it fixed under the warranty terms and conditionsIt is the customers responsibility and obligation to report any failure with the product during the warranty period to have repaired under the terms and conditions of said warranty thereinUnfortunately there is nothing that can be done to assist the customer with warranty coverage at this point as the manufacturers warranty has expired

[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 ***, and find that this resolution is satisfactory to me
I would like to add that Onkyo was very expedient in resolving this and I had missed the information on their webpage regarding this issue, which I had expected to be in the forumsMy first attempt to contact them was via email because that's what the forum recommended to an existing customer with the same unit, but they didn't seem to have gotten the email, so I'd recommend using the form on their support page instead
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and I will give you the serial # to product Make onkyo model TX-NRserial# ***

Complaint:
I am rejecting this response because: What is that mean? Are you suggesting that I purchased the TX-NR800? I have a receipt for my receiver that I purchased and later sent Onkyo for repairs, if I had a TX-NRthen I would have said that I had the TX-NRwhen the TX-NRwas sent back to me the first time The Fedex package was not even sent from the Onkyo Corpit was sent by a third party that refurbish and repair The rational that you are suggesting simply dos not mean someone could not have make a mistake I have looked on Amazon and other sites about the customer service issues and how it is handled at Onkyo There are a lots of unsatisfied customers, some with similar problems and Onkyo always blaming the customers
Regards,
***

We filed a claim with FedEx stating that the customer did not receive his unit back from serviceThey have provided proof of delivery including a signature at the point of delivery which matches the address on fileWe have explained to the customer on multiple occasions that FedEx has provided us
proof of delivery with a signature and the customer insists that he did not sign for the packageSince SOMEONE at his address has signed for the package the only recourse for the customer is to open an investigation with FedEx as they have fulfilled their contractual obligation with our company by providing a signature proving that someone at the address on file accepted and signed for the packageI am forwarding the customers information to our FedEx account manager to inquire how he initiates the process of investigation with FedEx and will forward the information to the customer accordingly

Complaint: ***
I am rejecting this response because:Of course, this response is unaceptable and truly disrespetfulI will find out furher legal actions agaisnt this company, and of course hope some day, some one in short term be able to stop them of selling trash to customersThis have been the worst experience ever with a customer service, and the worst investement I have madeThanks God, I do not have any need of money, but this company is clear how hungry is for continuing stolen money from customers that once trusted on them. Revdex.com: Please, just wonder, is that company authorized to close my compaint?any ways, thank you so much for all your help on dealing whith this kind of peopleI have no need of continuing wasting my precious time with this type of companiesI will ensure to spread word in order to help and protect other customers from this fraudulent company and its products.
Regards,
*** ***

This is the same issue many Onkyo units are failing from - solder that is cracking and only works when it's warmed up Though it may not be affixed to the same exact component as that in the customer care campaign, it is still the same issue As the company representative states, they are having issues with their reputation not because the internet is out to get them - but because they've apparently produced a large number and wide range of low quality consumer items that have been failing When items fail within a reasonable time, you don't see tons of buyers hitting the internet to complain - but when a multitude of failures occur that the public deems unreasonable, they are going to complain on public forums Onkyo offering to sell a refurbished unit at a discount over a new unit isn't any resolution - refurbished units are priced below new units since they've had problems and have been repaired They're obviously not worth much more than 50% of a new unit - especially when they're coming from a brand who's new units are not the most reliable to begin with Instead of offering a free repair, replacement with another unit, or even a reduced price repair - all Onkyo is doing is asking us to buy another one of their products (and pay upwards of $to ship them our broken units, since they know it unlikely that we'll be willing to do so)

The unit that was shipped works but was unable to update firmwareWe have stock on the unit in question to replace the unit that was received that won't update

First and foremost there absolutely was NO RECALL on our products that qualify for the special service programRecall implies a safety issue which was never the case with any of our AV receiversOur website does indicate we have determined that a limited number of Onkyo Brand receivers
manufactured between and may experience loss of audio or loss of network connectionThis malfunction has been traced back to a defective network chip. We've explained to this customer on multiple occasions that the product they purchased does not qualify for the special service program as it simply does not have the same network chip that was affectedThere were certain models built during this time frame that used different boards for processing that were not affected and the fact of the matter is that the HTRCis one of those models that did not have the same parts used during manufacturingAny unit that was affected by this issue has been willingly resolved by our company at no cost to our customers for a repair, or a rebate or trade in agreement for a cost has been offeredHad this unit been affected we would be offering the same resolution for this customer accordinglyUnfortunately it does not qualify therefore since the unit is past the year warranty by more than double the time, the initial suggestion to the customer was to take advantage of our trade in program to purchase a newer refurbished product with a year warranty directly from our companyThen our company actually went ABOVE AND BEYOND and offered the same trade in to a BRAND NEW unit with a year warranty (which is the same offer we give to our customers that DO have the actual issue, therefore in essence qualifying the customer for one of the the same special service program options).The customer has also taken it upon themselves to determine the life expectancy of an electronics component to be years - which is preposterous as this cannot be accurately gauged with too many variables such as environmental, frequency and usage factors that would determine and change this factorThere also appears that there is a potential for environmental issues to be the cause of this customers problem, and there may actually be nothing malfunctioning with their unit and the issue could be remedied by changing the lengthy or inferior quality cables that are potentially causing the issueWe also checked with our authorized service center who did NOT state to the customer that this unit has the same faulty chipset (they have the service manual which clearly states that it is NOT the same part) therefore this appears to be a case of the customer trying to take advantage of our company and the special service program that we've implemented for our LEGITIMATE customers who truly have the issue (which unfortunately happens quite often sadly)Regardless of the response to this complaint there is absolutely nothing further that will be done for this customer as they simply do not qualify for the program they are trying to take advantage of

The customer states that his "current sound loss is similar to the issue that requires a recall"First and foremost there was NO RECALLRecall involves a safety issue which was never present with any of the products that experienced the loss of network/audio issueThe SSP was offered as a courtesy to our customers as we realized an unusually high failure rate on a particular partThat part has been replaced and as we stated (and the customer just did as well) simply because the issue has "similar symptoms", it's simply NOT possible that the "exact issue" exists as we have taken care of it accordinglyFurthermore the customer states that there is "no discount being offered" which is a blatant lie, then goes on to say "Per the attached, I would be DOWNGRADING from a to a 7.2" which is also not true since we have 7,9, and channel receivers offered in our trade in programWe are not obligated to offer ANYTHING to the customer per the terms and conditions of the warranty and it is obvious the customer is trying to take advantage of our offers attempting to upgrade his unit for free. In closing the customer states "I continue to demand the warranty be honored and Onkyo replace my unit at no cost" which is not an option as the warranty on this unit is years parts and labor which has LONG since lapsed.We could certainly have brought the unit back to the same service center and had any issue that falls outside of the SSP taken care of for a flat rate of $75.00, however at this point we are not interested in the continued fabrications and decimation of our brands' reputation falsely alleged by the customer.Regardless of what rejection the customer files with the Revdex.com, and what he mistakenly feels he is entitled to demand, there are no more offers available to this customer as our warranty obligations (and beyond) have been fulfilledWe are closing this case as the customer simply did not want to take us up on a more than fair and generous offer to help get the customer a newer product or his unit working for an extremely discounted price

Refunds or exchanges
for new products can only be fulfilled by the dealer in which the customer purchased
from, within the terms and conditions of that store’s individual return/exchange
policyThis is not only limited by our written warranty policy, but also by
restrictions in our system that
would only allow refunds to be generated back to
the point of purchase or to the account from which it was receivedThe customer in this case did not purchase directly from our company, therefore a refund cannot be processed to another party except to that one in which it was originally sold to.There can be exchanges made for products under certain situations or conditions, which have not been met in this particular case
The unit that was originally purchased had no prior service history, nor does
the one that the customer currently ownsThere would have to be a situation of multiple
repairs having been made or some other unique circumstances in order to supersede our standard
warranty policy (which is for repair only within the terms and conditions
therein) in order to be considered for replacement. I have e-mailed the customer directly to discuss this, however our written policy is very clear as it pertains to the terms and conditions thereinIf there is any other exception that has not been identified it will be presented to the customer accordingly once a response has been received and further correspondence has transpired

Onkyo in India is territory outside of the USA and has absolutely no connection or affiliation to our companyWe simply cannot support any product or issue that falls outside of our jurisdictionIndia is NOT in New Jersey as indicated in the address field listed in the complaintWe cannot
possibly get involved with this matter as it is NOT related to or involved with our company in any way whatsoeverThis must be resolved through the distributor or service center in India where the product and the issue lies as it is an entirely different company than ours. ***

I show no record in our database of this customer calling our technical support lineOur average speed to answer calls is around minutesOur support department is open M-F 9am - 8pm ET and Sat & Sun 10am - 4pm ETIt is strongly suggested that the customer call out tech support line to see
if we can resolve the "issue" over the phone. The likelihood of completely different units having issues in the same environment are certainly possible but highly diminishedIf after speaking to us it is determined there is an issue then we would recommend serviceHowever based on what little facts we have now, it may very well be something we can assist with over the phone

The customers unit has been submitted for the applicable special service program and was repaired and returned on 10/27/Under this program our company provided a shipping box and pre-paid shipping label and replaced the defective part in questionAs per the terms and conditions of the
program as stated "As part of this program we are also extending our standard limited warranty period to cover this issue for affected receivers through December 31, All other terms, conditions and limitations of the original limited warranty shall continue to apply for the duration of the original standard limited warranty"The customer may be experiencing an unrelated issue however it is simply NOT POSSIBLE that the same issue is occurring as the part in question has been replacedThe customer stated his purchase date as 10/31/which is not possible as we had already repaired and returned the unit prior to this dateThe unit has a year warranty and ONLY the affected part was warrantied until December of The customer has the option of trading in his unit for a newer refurbished model at a discounted price, however ALL WARRANTY OBLIGATION has been satisfactorily met on this product under the terms and conditions thereinThere is no further action that can be addressed within the scope of the warranty pertaining to this unit

There was some apparent miscommunication with our support team in getting this customer issues resolved over the phoneMy lead support technician has reached out (twice) and left the contact # to assistWe will try and reach out again to make sure the customer is taken care of accordingly

Our support department is open M-F 9am - 8pm ET and Sat & Sun 10am - 4pm ETIt is strongly suggested that the customer call out tech support line to see if we can resolve the "issue" over the phone. The likelihood of completely different units having issues in the same environment are certainly possible but highly diminishedIf after speaking to us it is determined there is an issue then we would recommend serviceHowever based on what little facts we have now, it may very well be something we can assist with over the phone

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 claim. We are waiting for the payment from FedEx and will be shipping the replacement to the customers work address to avoid any further complication

The response only quoted facts, we have the documentation to support the response that was submitted.