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Customer Care Program

Press Release dated: 21 Aug 2014

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 Onkyo Brand receiver manufactured between 2009 and 2012 and affected by loss of audio or loss of network connection („Impacted Receiver“), Onkyo is launching a special Customer Care Program to remedy this issue. This program has three steps:

  1. Verify if your Onkyo Brand receiver is impacted
  2. If you have an Impacted Receiver, decide how you prefer to address the issue
  3. Send us your Impacted Receiver in a prepaid box and label that we will provide at no cost to you


As part of this program we are also extending our standard limited warranty period to cover this issue: for Impacted Receivers, the warranty regarding the loss of audio or the loss of network connection will be extended through December 31, 2018, but shall in no case expire prior to the end of the statutory period for the original limited warranty or contractual guarantee, if any. All other terms, conditions and limitations of the original limited warranty shall continue to apply for the duration of the statutory period for the original standard limited warranty or contractual guarantee, if any.

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 Onkyo Brand receiver is an Impacted Receiver and thus eligible under this Warranty Extension Program please click here

We thank you for your loyalty!

Onkyo again apologizes for any inconvenience this may cause and will provide the repair of affected Receivers as expeditiously as possible.

Do you require assistance - or have any questions? Please get into touch:

  • For customers from UK, France, Germany and Scandinavian countries:  +49-8142-4401111
  • For customers from other countries, please contact our distributor in your country: Distributor-Finder
  • Or send an email with your inquiry to customercare-program@eu.onkyo.com

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Current Catalogue

Catalog ONKYO Audio Video Products 2016-2017
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