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#361238 - 12/18/11 07:29 PM Customer Service
rvrrat Offline
buff

Registered: 08/22/09
Posts: 57
Loc: Iowa, USA
I wish Integra (Onkyo) had the same standard of customer service that Axiom has. I had to send in my 2 year old Integra DTR9.9 because the tuner went out of it. They have informed me that because of the floods in Tiawan they have no parts available to fix my receiver. They have offered no solution. It just seems like they want to keep my unit until the balance of 3 year warantee runs out. All this after spending 2600.00 on this thing.

When I needed Axiom service under warantee...they were there with awesome service. Thanks Axiom.

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#361239 - 12/18/11 07:38 PM Re: Customer Service [Re: rvrrat]
Wid Offline
axiomite

Registered: 06/22/03
Posts: 6789
Loc: The Peoples Republic of Il.

Ouch, that sucks.
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#361241 - 12/18/11 08:11 PM Re: Customer Service [Re: Wid]
SirQuack Offline
shareholder in the making

Registered: 01/29/04
Posts: 13567
Loc: Iowa
I would think they should send you a new unit if it is still within warranty, especially if they can't fix your new one.
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#361243 - 12/18/11 09:05 PM Re: Customer Service [Re: SirQuack]
rvrrat Offline
buff

Registered: 08/22/09
Posts: 57
Loc: Iowa, USA
Originally Posted By: SirQuack
I would think they should send you a new unit if it is still within warranty, especially if they can't fix your new one.
I agree Randy, just can't get Technology by Design to agree. He said maybe a B stock refurbished one, but no idea if or when. Searching around the internet, peoples' luck with refurbished Onkyo products does not seem good. That is probably why they are stalling me. Get closer to end of my warantee.

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#361250 - 12/18/11 09:58 PM Re: Customer Service [Re: rvrrat]
Rock_Head Offline
aficionado

Registered: 10/10/04
Posts: 905
Loc: Delta, BC, Canada
That sucks big time. I am in the market for a new AV Receiver and after reading your post have crossed Onkyo off my list of preferred vendors. Good luck with your battle.

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#361251 - 12/18/11 10:10 PM Re: Customer Service [Re: rvrrat]
JohnK Offline
shareholder in the making

Registered: 05/11/02
Posts: 10621
Steve, it seems unlikely that the parts delay would be extended, but if they can't repair within a reasonable time, Federal warranty law would require an equivalent replacement.

If this would end up with a factory refurbished replacement unit being supplied, it would start a new warranty period running(typically 1 year)and wouldn't be limited to the original 3 year warranty period.

I've never thought that Integra products justified their premium price and my experience with Onkyo factory refurbished units has been trouble-free.
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