Patriot Pools

I have contacted the customer via e-mail, due to a clerical error on our behalf there was a delay in processing the shipment of the return materials/prepaid label. We have decided to have the unit brought directly to our facility for evaluation as opposed to a regional service center to eliminate any further delay in resolving the issue for the customer.We are waiting for confirmation / reply from the customer as to acceptance of our offer for resolution.

The special services program covers the no audio issue however if there were additional issues with the product this would be excluded from the extended warranty. If the customer has proof of purchase showing the unit was purchased within the last 2 years from an authorized dealer then we will cover...

the additional repairs needed as well. According to our records the unit was sold to the dealer on 3/28/13 which would put it past the 2 year warranty however if the customer purchased the unit less than 2 years ago we will be more than happy to cover the repairs.

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

The customer is stating they purchased a Panasonic product, Onkyo is not affiliated with Panasonic in any way. The model # in question does imply that it would be a Pioneer model, in order to better assist we would need to know which service center is handling the repairs on the unit. Our...

records indicate that parts are available for this unit as it is a current model so we will need to know which service center and when it was brought in for service. Warranty is for repair only unless repairs cannot be made in which case we would offer a replacement through the service center.

Refunds MUST happen at the point of purchase as explained to this customer - he must go back to where he purchased from in order to achieve this. Our system is simply incapable of generating a refund to a person or company in which we did not sell to. Secondly the unit was tested to factory...

specification and was working accordingly. The issue lies with the computer video card that the customer is trying to pass a 4K signal from. When we tested this unit with a 4K source it worked flawlessly which substantiates the unit is not malfunctioning, and therefore we cannot repair what is not broken. In fact, the customer even knows this as they have indicated there is "only an issue with the computer that he just bought parts for" and no other source is having an issue. Unfortunately there truly is nothing we can do for this customer as there is nothing wrong with our product and we did not sell it to them....

The HTR990 does qualify for the special services program, however since this was purchased as a package the serial# sometimes has issues populating through the automated system. This can be resolved by calling and having the serial# manually entered on our side. There was an issue with getting...

through to our support team as our phone system was being changed over to a brand new system. If the customer calls us between 9am EST and 8pm EST we will be able to assist get the issue resolved for him

The unit that the customer is complaining about (HTS3400) came with a 2-year manufacturer parts and labor warranty. The customer has cited that we "have decided to fix some units and not others" and the reason for this is that there was a particular part that was used in the manufacturing of some of...

our products (which we purchased from a 3rd party) that was deemed unreliable and would occasionally have an issue either during or after the 2-year warranty. Our company has decided to extend the warranty as a result of this sporadic but known issue and offer an accommodation to make the repairs at no cost to our consumers, standing behind our product 100%. The product this customer owns does not qualify for the special service program as it DOES NOT have the same parts that were used in the other models in which we were aware of the higher than average failure rate of the part in question. While we do appreciate our customers and value their business, we simply cannot extend our 2 year warranty on products that were not subject to an unusual or unacceptable failure rate. We still offer a trade in program for our customers across the board which allows the customer to buy a much newer model at a fraction of the retail cost by sending us their old model which we responsibly recycle and offering them a large discount on a wide variety of newer models (at approximately a 50% discount). In this particular case we believe the customer is mistaking his issue with one that others with a different product have experienced. Our experience with the internet has been an unpleasant one in which every single model we have ever manufactured has been somehow categorized as one with having the same issue which is simply not the case. We have stood by behind our customers that have had this unfortunate experience and continue to stand behind ALL of our customers by offering the trade in program which is unique in our business.

The issue is still with the video card in a certain computer as the one with the new card works through the receiver, as well as all other video sources plugged into the receiver that are working fine. This is obviously some interaction issue with the video card being used from different computers as other video sources work perfectly through the receiver, establishing that the receiver is not the issue. We cannot be responsible for other manufacturers video cards not working with our product.

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.

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 unsubstantiated. There are many misleading posts and blogs on the internet by people who somehow feel that 4-10 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 company. These 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 products. Fortunately for our company this is not the case as we have been making quality products for close to 70 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 1 faulty chip-set. Unfortunately 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 process. The unit in question is 2 years past the 2 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]

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,

We would need the serial# of the unit in order to do a service history search in order to proceed with this case. Currently there is no record of the customer logged in our CRM database by phone# or name provided.

Complaint: [redacted]
I am rejecting this response because: S[redacted]
Regards,
[redacted]

We've tried explaining to the customer that the cable length may be the issue, however there are other factors that may be the issue.  We have seen cables pass "Standard Cable" HDMI compliance testing at lengths of up to a maximum of 10 meters without the use of a repeater, however it is not...

guaranteed. It is not only the cable that factors into how long a cable can successfully carry an HDMI signal, the receiver chip inside the TV or projector also plays a major factor. Receiver chips that include a feature called "cable equalization" are able to compensate for weaker signals thereby extending the potential length of any cable that is used with that device” the reality is that it was designed and tested/proven to work “from point a-b up to 5 meters (16.5’) without amplification”.The customer is welcome to take the unit to service, however we strongly feel that the unit will be tested with no problem found. We have asked the customer to try a shorter high speed cable (with 2 forms of HDMI certification) as we have tested this model repeatedly and definitively shown that it absolutely DOES scale 1080p to 4K. Unfortunately the customer feels that he is more knowledgeable about how our products work than we do.

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 coverage. To see if a one time warranty consideration can be made in this case the customer will need to call our warranty department at 2[redacted] option 4 and ask for warranty admin.

The customer needs to contact our warranty/parts and service group @ ###-###-#### option 4 to have the unit brought back to the service center for evaluation (a prepaid box and label will be provided to return the unit at no cost to the consumer).The warranty covers repairs any claims for exchange...

or refund must be done through the dealer within their return policy (which is typically 15-45 days from date of purchase)

Complaint: [redacted]
I am rejecting this response because:
I have called this number and have yet to speak with someone. I just called it yet again, followed the proper prompts, a woman answered and said she was forwarding me to the parts department. She then forwarded my call to the 1-800 number I have also called and then I just get disconnected. Why has no one ever responded to my emails. If I can just buy the remote that is all I need. 
Regards,
[redacted]

I have been in contact with the business and resolved the issue

The customer had not initially provided the requested information to properly investigate the claim, therefore we were relying on information provided by a third party, I:E the service center where the unit was retrieved from the customer and delivered to. Unfortunately they made an error and the wrong information was given to us on our initial correspondence since they were going by incomplete information. I have explained to Mr. [redacted] that since the product was not purchased from us directly that refunds are not an option, as they would only be available from the company from which he purchased from. However, I have also taken into consideration the unusual and unfortunate situation the customer has experienced. Since parts that are needed to make the repairs on his unit have been back-ordered and although they will be available in about a week, I feel the customer has been inconvenienced with the time he has been without his unit. That said I am requesting that the customer be given special consideration, and that a one-time accommodation be made giving us the authority to submit a refund request through our credit department. This will take a few days for us to get resolved as it is not typically an option we have, and needs to be done outside of our standard processes. This would also need to be approved by senior management, to whom I have made aware of the unique circumstances and given my consent to.