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Customer Service Program

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“), Pioneer & Onkyo Europe GmbH is launching a special Customer Care Program to remedy this issue.

  1. Verify if your Onkyo Brand receiver is impacted
  2. If you have an Impacted Receiver, decide how you prefer to address the issue:
    - Cash Back/Trade In (may not be available in countries served by a distributor)
    - Repair

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 Onkyo brand receiver is an impacted receiver and thus eligible under this warranty extension program please click here

We thank you for your loyalty!


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. If you submit items for trade-in that do not meet the condition criteria you specify or are counterfeit, duplicate or stolen the receivers, missing the serial number label are not entitled to the benefits of either the Customer Care Program or Trade-in Program

Pioneer & Onkyo Europe GmbH 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 other countries, please contact our distributor in your country: Distributor-Finder

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Current Catalogue

Catalog ONKYO Audio Video Products 2017-2018
Download pdf (54.08 MB)