Patriot Pools

This is not an acceptable answer, before making this complaint I called that exact number and asked to speak with an admin, they refused to put me through with a manager and told me to make a Revdex.com complaint if I wasn't happy. This is why I am here escalating the issue. You have that ability to take care of this through my complaint process I have started. I will not be passed back now to someone who already referred me here. Please repair or replace my unit. Any company should have the decency to offer a small service like this to a customer. The product did not live up to any reasonable expectation.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The unit in question is covered under a 2 year parts and labor warranty. There is no record of this customer contacting our call center. The customer simply needs to take the unit to the nearest service center with a copy of the receipt showing purchased from an authorized dealer and the repairs...

would be covered. The customer would best be suited to call our support line @ ###-###-#### to determine if resetting the unit could resolve the issue and to make sure that the speakers connected are within specification and are not causing the unit to enable the protection circuits

Complaint: [redacted]
I am rejecting this response because: The agent I spoke to did not input his resolution in why he thought or determined why the component 8160 is doing the things it is.  You have the main office calling and then a technician.  Neither are communicating to each other.  They just want it closed at the main office apparently.  Terrible communication on what has been said and determined as the problem.
Regards,
[redacted]

This customer stated to us (we have the phone calls recorded)  "that he is suing his installer" and that he "cannot get satisfaction from them". He OPENLY ADMITTED (ALSO RECORDED) that he is going after our company because he has no recourse with his installer and is frustrated. He cannot complain about them to the Revdex.com as they are not an accredited business.There is nothing wrong with the equipment that our company manufactured. The customer bought NOTHING from us directly, and the customers entire grievance is with the installation that a 3rd party company performed. IF THIS CUSTOMER CONTINUES TO FALSELY SLANDER US ON THE Revdex.com WEBSITE or ANY OTHER Social Media FORUM, WE WILL BE SEEKING LEGAL RECOURSE

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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]

We tested the Roku Premiere with the TX-NR 545 in our lab with HDR content and it works flawlessly so the basis for the customer complaint is unsubstantiated. The warranty coverage would be for repair not exchange on any manufacturing defect and it is the customers responsibility to get the...

unit to the service center and we would pay for parts labor and return shipping. However we do not recommend at this point that the customer take or ship the unit for service as we have verified the model/unit he possesses does indeed have the feature that he believes is not working, and the issue is likely settings or environmentally caused. The customer should call ###-###-#### between the hours of 9am - 8pm est M-F or 10-4 on Sat & Sun to troubleshoot over the phone and get the unit working correctly.

I am rejecting this response because:Mr. [redacted]l is in fact the problem; he cannot therefor be the solution. He obviously hasn't a clue. Moreover had he done his job for the preceding 61 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 correct. I have not even had the item (Serial Number - [redacted] Model: SKW-204) since sending it back to the manufacturer on June 19th 2015 {FEDEX Tracking Number: [redacted]}. Mr. [redacted]l states facts which CANNOT be evidenced at all. First he has no proof [ie: tracking number] that the item was EVER returned to me, and, that the SKW-204 was ever repaired.Mr. [redacted]l states "according to the customer the repair was not successful" the item was NEVER repaired (after 65 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 >65 days Onkyo never contacted me why would they as evidenced they already had the serial number, moreover they still had the $110.00 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 47 days of usage and the right to inform others of my dissatisfaction well then that is part of being American. Thanks 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 >65 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 retailer. Again I am seeking a full refund

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 failure. There 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 follow. Our 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 fire. Our 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.

This unit needs to come to our corporate headquarters for a technical evaluation before any further steps can be taken. Someone will be contacting the customer shortly to arrange for a box and label to be sent to the customer to retrieve the unit  to be brought here to NJ.

We have been in contact with Mr. [redacted] and have arranged to ship the unit back at no charge for additional service.

Complaint: [redacted]
I am rejecting this response because:Onkyo inc is one company. Onkyo is the parent group which has multiple subsidies globally.The email address you mentioned is of no use I have sent multiple mails on this id with no response at all. As you all member of one parent company you should forward the complaint to concerned department and get it sorted.May be you can write a mail on the id you provided to me and get it resolved.
Regards,
[redacted]

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

Left a voice message for the customer explaining that he does qualify for our special service program. He can either get a free repair on his unit including shipping paid both ways which usually takes a week or less. Or he can purchase a TX-NR646 brand new with full 2 year warranty for $199.00 also...

with no shipping charges (or tax due to the customers location)

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.

There was NO RECALL, it is exactly what it states, which is a known issue that our company has stood behind to assist our customers. A product recall always involves a safety issue, a unit that stops working is NOT A SAFETY ISSUE.Also - The customer is indicating video issues with the unit. The chipset issue NEVER affected video, therefore by the customers own admission the unit has a different issue besides the affected chipset which is not covered under the special service program. Regardless of the rejection we are CLOSING THIS CASE

We have made multiple attempts to assist this customer, however the customer is unwilling to follow the steps necessary to resolve the issue. The customer has also left voice messages to management using vulgar and profane language which is not tolerated or acceptable. Based 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 it. The customer had recently sent the unit to one of our authorized service centers where it was tested to factory specification and working normally. We 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 action. If the customer is unwilling to accept our help it will be impossible for us to assist him further. If 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.

First and foremost there was no "recall" on the product in question. We did discover a chipset issue which we addressed through our special service program. The customer states having video issues which this chipset issue never effected. We have pulled the service records of warranty claims...

submitted by the service center ABT, including 3-claims from 2012 for No Problem Found submissions. The fourth and last warranty claim submitted was for a reset and firmware update in July of 2013, four years ago. Each 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 case. We have closed this case in our system as the customer refused our offer to trade his unit in

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sending it.]
Revdex.com:Funny they have stock on the unit now but not when I contacted them.
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]

Complaint: [redacted]
I am rejecting this response because:1. Onkyo states the issue being the same is NOT POSSIBLE. My current sound loss is similar to the issue that requires a recall, Onkyo cannot state it is different without troubleshooting the unit in question.2.  "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 offered. Per the attached, I would be DOWNGRADING to one of the offered USED units (7.2 channels vs 9.2 channels) AND paying more (with the cost of an additional 2 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 ($50 cost to me).Onkyo is not standing by their workmanship and is offering a ludacris solution to my problem. I continue to demand the warranty be honored and Onkyo replace my unit at no cost.
Regards,
[redacted]

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