- Report: #382947
Complaint Review: Onkyo U.S.A. Corp - Saddle River New Jersey
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Author Confirmed
Why?
Onkyo U.S.A. Corp
18 Park Way Saddle River, 07458 New Jersey, U.S.A.
Phone:
201-785-2600
Web:
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Onkyo U.S.A. Corp Defective equipment! Never returns phone calls!! Poor Customer Service! Upper Saddle River New Jersey
I purchased a Home theater in a Box from an authorized reseller. 2 months later the remote control stopped functioning. The remote wouldnt chnage the channels or the volume. I had to send it to an authorized repair center almost an hour away from me then wait 2-3 weeks for Onkyo to send the rapair facility a replacement. The replacement remote was then sent to me. The whole process is time-consuming and your stuck with equipment that doesnt function properly. I received my remote control only for the exact same thing to happen again a few months later. I take care of my equipment and I dont abuse it! After several phone calls and emails I got Onkyo to agree to send me a remote directly from headquarters. I faxed them my proof of purchase and my name address and other information they required. 4 weeks later NOTHING!!!! They refuse to transfer me to their Manager Jack Cooper or even provide me with his phone number. They gave me the runaround several times and would not answer any of my questions directly. For a $25 remote I shouldnt have to buy a new one. It's still under warranty. A customer should receive a phone call in return and if a return authroization is promised then it should be honored. I will never buy an Onkyo product again!
Juanct76
Waterbury, Connecticut
U.S.A.
Juanct76
Waterbury, Connecticut
U.S.A.
1 Updates & Rebuttals
Jackc
Upper Saddle River,New Jersey,
U.S.A.
Remote control
#2UPDATE Employee
Wed, November 19, 2008
November 3, 2008 Juan Anthony Torres (((ROR redacted))) Reference; Model #: TX-SR605, serial #: ?, D.O.P. ? Dear Mr. Torres, The Better Business Bureau complaint regarding your Onkyo remote has been received at our office. I am very sorry to hear of the problem with the remote control, we do not have refurbished remotes, all parts are factory new. We have also not had any other significant complaints regarding the remote controls for this model receiver. No one in our office has received the requested copy of the purchase receipt and until you filed your complaint with the BBB we did not know the receiver model in question. Don Philips had called you on 10/21/08 to obtain the needed information since I had approved the shipment of a replacement remote. Don never received a call back with the required information. Now with the model number and address an order has been placed to send you out a replacement remote which should be shipped to you within the next 3-4 days. Respectfully, Jack Cooper National Parts & Service Manager Onkyo USA, Corporation CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
