Loss of Audio/Network Connection Customer Care Program
As part of our commitment to quality and customer service we have determined that a limited number of Onkyo Brand receivers manufactured between 2009 and 2012 may experience loss of audio or loss of network connection. This malfunction has been traced back to a defective network chip.
We deeply regret any frustration or inconvenience this situation may have caused. To address the problem and help people who may have an impacted receiver, Onkyo is launching a special Customer Care Program to remedy this issue for those receivers that may be affected by this loss of audio/network connection issue.
This loss of audio/network connection Customer Care program is available only to residents of the US and Canada who purchased their ONKYO brand receivers from an Authorized Independent Onkyo Retailer or from shoponkyo.com
This program has three steps:
Verify if your Onkyo receiver is impacted
Decide how you prefer to address the issue
Please peel the Serial Number Label off the back of the product you have and send it back to ONKYO USA using a self-addressed envelope. Customers who wish to repair are not required to do this.
As part of this program we are also extending our standard limited warranty period to cover this issue for affected receivers through December 31, 2017. All other terms, conditions and limitations of the original limited warranty shall continue to apply for the duration of the original standard limited warranty.
We will continue the Special Trade-In program even after the end of extended warranty. The period is until December 31, 2018.
Importantly, please note that the loss of audio/network connection issue will not result in harm to any connected components or speakers since the issue is contained to a single element within the affected receivers.
To determine if your receiver is eligible under this Customer Care Program please click here
We thank you for your loyalty!
We may revise or terminate the Customer Care Program or Trade in Program at any time in our sole discretion. If you submit items for trade-in that do not meet the condition criteria that are specified or are counterfeit, duplicate, stolen or the receiver is missing the Serial Number Label, are not entitled to the benefits of either the Customer Care Program or Trade-in Program.
We may revise the Terms and Conditions of the Customer Care Program or Trade in Program at any time and may suspend or terminate either Program at any time without notice to you.
Onkyo again apologizes for any inconvenience this may cause and will provide this repair as expeditiously as possible.