I purchased the TXSR606 last October. Starting in June I began having trouble with the video signal where I would have to unplug the unit and let it sit for a bit then plug it back in. On Aug 1st I took the unit to the only service center in the Baltimore area and was told it would be three weeks before it would even be looked at. After a month I called the service center which told me that there were bad parts that were on back order due to a production problem with this unit. He also told me that he has 6 other units in his shop with the same problem.
I was unhappy that it would be another month before I would get my unit back so I sent a complaint through the web site and was given number to contact. I called and talked to the Don who told me to let him check on it and he would get back to me later that day. He never returned my call and the service shop called me to tell me that the board was being replaced and should be there in a couple days. I assumed everything was fine.
This morning the shop called back to say the boards are on back order and may not be in until January. So I called Don back. Who said there was nothing he could do I was just going to have to wait for the parts. When I asked why he hadn't called me back I was given several different excuses. Personally he had a very bad attitude and was very short with me. Seemed angry that I was wasting his time with my call. Now I was a little angry but in my defense a unit that I paid good money for failed in less than a year and I have a theater room sitting unused because the main component that runs it is in the shop waiting for parts. He claims he spoke to Jack Cooper and that he was told there was no other option than to wait for the parts. I think that is absurd and if that truly is the case this will be the last Onkyo product I ever purchase.
I think its unfair that I should have to wait over two months to have a unit that is defective replaced, especially when there seems to be a flaw in that model that you knew about. I am willing to work with Onkyo on this but saying the only choice I have is to sit and wait for the parts is just not good customer service. I think its very poor customer service to make someone wait at least two months for repairs to a unit that is less than a year old. Add to the that the complete lack of customer care I have been given its been a horrible experience. I would take a refurbished unit in the same or newer model with the same features but they refused to discuss any other options and were quite rude about it.
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