Free repair for some Onkyo receivers with sound fault

33
Found 4th Nov 2014
I bought an Onkyo AV package some years ago from Best Buy. The receiver I got with it was a TX-NR509 and now it has developed the no sound fault.
The good news is that Onkyo know they have a problem with many of their models and now offer a free repair for those with problems. You must enter your product serial number to check your device is covered but I hope this is of some help to others.

I looked for some time before stumbling on this information.

The repair link link is

uk.onkyo.com/en/…tml
Community Updates
33 Comments
Also to note. They send you a box and will collect it for free.
Thanks O/P - did exactly the same as you (bought the TX-NR509 package from best buy around 2011) - mine has tonight developed the no sound fault, you saved me some time trawling to find the right UK links (couldnt find it via onkyo site)

Just hoping i get it back before Christmas !! - Did it take a while to get your repair done ?

Cheers
I opted for them to send me a box, that way I hope I'm covered if damaged in transit. Due to my box request, I had to wait 3 weeks as they had none left. DPD man turned up last week with box and took amp away. Still waiting for return but hope I'll have it back for Xmas.
I'll let you know how long I wait.
Got an email from them yesterday to say they are waiting for more boxes, gave them a ring to check how long it would be and they said boxes will be at least a week away, decided to pack it well myself and they have scheduled DPD to collect today, he mentioned repairs are taking about a week to turn around so hopefully will be back in time for Christmas, will let you know how things go.
Edited by: "tipperman" 5th Dec 2014
Got it back today. Seems to be fully working, great service & hopefully that's the last time I'll need it fixed.
Many thanks Onkyo, Letmerepair & DPD for the great service.
liamf12

Got it back today. Seems to be fully working, great service & hopefully … Got it back today. Seems to be fully working, great service & hopefully that's the last time I'll need it fixed.Many thanks Onkyo, Letmerepair & DPD for the great service.


how long did you have to wait after it left you and it came back
Took about 3 weeks in all and the 1st week was just waiting for a box for collection. No problems since and very happy with service.
Same as most of your here. 509 from Best Buy. Just failed last week. With DPD now to Lemerepair for hdmi board replacement.
Good to hear from others the repair went well
Glad I found this - just had the audio / network go on mine... was looking to buy a new one as the warranty had expired. Now getting it fixed for free ;-)

The cashback (for trade in) wasn't too apealing so opted for the repair even though I fancy a new AV unit lol.
I had a no sound hdmi on a txnr-1008. Got my box in 3 days, got it back 6 days later!
Same Best Buy deal here, just requested the box... At least they have acknowledged the fault and fixing free of charge. Just as I started to browse for a new amp!
Thanks to the op for the great link!! First got an Onkyo 515 and it was faulty when I got it home from Richer sounds. Exchanged it and went for the 616.. More power but volume much quieter than 515? Any way had problems with the screen when switched on, would either be pink or green screen with boxes all over the screen. As was over 3 months old it was sent back to Onkyo to get the HDMI board sorted out. Was ok until I wanted to get my xbox one to turn on my amp and telly on voice command over HDMI. It was never the same again, would take ages for a screen to appear after switching on and some times had to turn the amp and tv off then on again! This was after doing the short cut settings and taking the xbox auto on out of the equation. Found this page yesterday and they are dropping a box off tomorrow (hope they take amp at the same time) and label. This repair deal will run until end of July 2018 apparently so get on it! Mind had no sound, no network and a bad screen if it actually could be bothered to display anything! Will never ever buy anything W-ONKYO again but their customer service can not be faulted. Shame their amps are not as reliable as their customer service. Pioneer scxl89 next time!!
I had been concerned about buying the Onkyo as I had read many reports of HDMI problems, but the Best Buy deal was so good I hoped the boards had been modified. Well it's now 16 or so months since I got the repair done and It's still working. I'm sure many people have and still are dumping their equipment believing it out of warranty, and I'm sure those with the initial complaints probably gave up. Now that they have recognised the issue, and found a method of repair that works, I can only say that the service was great and I wish other companies could treat their customers in the same way.
My friends wife found herself locked in her Vauxhall the other month, drove to the dealership who said they'd never seen it before and gave a figure near £800 to fix. If it hadn't been for me 2 months before saying that my Vauxhall (10 years older) had a problem with wiring to the rear doors that I'd fixed for £70 he may have been duped. Onkyo have learned, some just deny an issue ongoing since the old Chevette.
Just glad some have found this thread and been helped.
Yes I was also put off by reading many many various issues with said amps. Richer Sounds assured me that the only reason there was so many reported issues was because of the sheer volume of units sold, fair enough I thought. Next time will go with my instincts. They could still be right about it how ever, but as they say theres no smoke without fire!
Funnily enough Vauxhall tried to do me (£800) on my old Astra van saying it was definitely the ECU... Turns out it was the airflow meter, roughly £650 difference and thats going back about 13 years ago now!
Anyway, thanks for the link again, was convinced I had either missed the boat or my particular amp was not covered via this service.
When this amp works properly it really is fantastic.
Top service Onkyo.
Well, at last got my receiver back. A component blew during testing at Onkyo. They had to send it off to repair (Genserve) and it took for ever!

Still, all working nicely now apart that it is even quieter than before. Needs to be on volume 50-ish to hear, before could listen to telly around the mid 30's. Anyone else had this?
Oh well, it should last for a good while now.
Mine had no change in volume, have you done a set up as it's possible the channel volume settings are all turned down. My Humax and Topfield boxes used to have their own internal volume controls, came home many a time to my kids listening to quiet TV because of this.
Good shout! Yes, I had forgotten I had made a few adjustments previously. It is a bit better now but still much quieter. Thanks!
My Onkyo TX-NR 626 has the same issue, but Onkyo say this newer model is not covered by the recall. Even though it has the same issues. What BS is that then... Never buying an Onkyo again. Very poor quality..
I've just started getting sound issues on my 509, no sound on all channels when it's first turned on, although powering it off then back on again does fix it, at least for now - presumably this is the same sort of thing others on this thread had or was that no sound full stop even after a power cycle?
razorwire

I've just started getting sound issues on my 509, no sound on all … I've just started getting sound issues on my 509, no sound on all channels when it's first turned on, although powering it off then back on again does fix it, at least for now - presumably this is the same sort of thing others on this thread had or was that no sound full stop even after a power cycle?



Yes, I think that's pretty much what happens, usually. It starts with no sound on start-up, solved by a reboot. Then you end up with no sound, and sometimes no video as well, whatever you do.

Mine was repaired under the free deal, a couple of years ago, maybe less, and it's now sometimes doing the no sound on turn-on again. So probably not long for this world. Grrrr! Last time I looked I couldn't find replacement HDMI boards. I think some people have achieved success with the tin foil baking the card in the oven trick - obviously worth a try as a last resort if you've already had a free repair.
Got my trade-in TX-NR646 delivered today, decent deal for £158 as I had been looking at buying a new amp for 4k support and Bluetooth at some point anyway. Hard to fault the customer service on an amp that I'd had for nearly 6 years, and which didn't cost me a great deal in the first place.
Okay just requested my box and sticker! TX-NR616 no sound i will keep you informed of the progress and any delays!
Has anyone got any experience with sending one in that has a slightly different problem? Mine simply won't turn on - happened about 2 years ago but only just realise about this extended cover. Was wondering is it worth chancing sending it in and they'll fix it or do their second option which is just send them the serial label and get the TX-NR646 for £158, although it's from 2015 it still seems a good buy - nearest spec I can find is the 656 for £350
Just found this thread after discovering the no sound issue with my 509 like others got it from the best buy bundle offer. I see @razorwire traded his in for the 646 for £158 is this correct?

I can trade in a faulty 509 and get a 4k atmos reciever for around 150 quid??
JamesBrown-2b3d5.9136620 h, 42 m ago

Just found this thread after discovering the no sound issue with my 509 …Just found this thread after discovering the no sound issue with my 509 like others got it from the best buy bundle offer. I see @razorwire traded his in for the 646 for £158 is this correct? I can trade in a faulty 509 and get a 4k atmos reciever for around 150 quid??


I traded my amp in - it didn't have the fault mentioned to be valid for the trade in but I tried anyway and they sent a new one. Process was easy enough, fill out the form on their website, they email you to arrange collection which is free then a week or so later you get a code to use to discount the price of a new one.

To see if your amp is part of the program go to the link and enter your serial number and it'll let you know.

I don't see a reason why you can't do this with a working one either as they don't check them.

You might need to be quick though - could be wrong but I think this ends this month?
Edited by: "mentalmike" 3rd Dec 2017
Just happened to my 509. Was hoping to do the cashback as get 130 off a 656 so therefore it's only £200 from Peter tyson, but it says I had to have purchased my faulty receiver in 2014-2018. Looks like I have to just get the free repair?
wrcallar12th Jan

Just happened to my 509. Was hoping to do the cashback as get 130 off a …Just happened to my 509. Was hoping to do the cashback as get 130 off a 656 so therefore it's only £200 from Peter tyson, but it says I had to have purchased my faulty receiver in 2014-2018. Looks like I have to just get the free repair?


The trade in comes in the form of a code to use on the Onkyo website on the 646 only, so you can't buy elsewhere or choose another model.
razorwire15 h, 3 m ago

The trade in comes in the form of a code to use on the Onkyo website on …The trade in comes in the form of a code to use on the Onkyo website on the 646 only, so you can't buy elsewhere or choose another model.


Nope it says you can use the 130 towards a list of about 8 receivers as long as it's at authorised dealer, but my units probably too old. Onkyo help line has a long wait!
wrcallar19 m ago

Nope it says you can use the 130 towards a list of about 8 receivers as …Nope it says you can use the 130 towards a list of about 8 receivers as long as it's at authorised dealer, but my units probably too old. Onkyo help line has a long wait!


They must have changed that since my was done last year then - just had a look at the emails they sent and it was a direct trade in only and that specific model. There was no age limit either then, I think most of us on here got our 509s from Best Buy in 2011.
So the trade in is £130 off or £130 for the unit. Unsure as it's their fault my unit has a fault.
JamesBrown-2b3d5.913662nd Dec 2017

Just found this thread after discovering the no sound issue with my 509 …Just found this thread after discovering the no sound issue with my 509 like others got it from the best buy bundle offer. I see @razorwire traded his in for the 646 for £158 is this correct? I can trade in a faulty 509 and get a 4k atmos reciever for around 150 quid??


Is this right?

Mine went this evening
I think the 2014-2018 criteria is for the NEW replacement receiver (from the list it let's you choose from after you put in your serial number). My 509 is from 2011 and I'm going through the claim for £130 now that I've got my 656 (which is a massive step up, the user interface is so refreshing!).
whitdecrit21st Jan

Is this right?Mine went this evening


Yea its right but be warned my replacement 646 is now having issues with no sound after hdmi switching, im having to go back to another source then back again to initiate the sound again... Never buying Onkyo again after this hassle. Yea the trade-in sounded good but to replace it with a unit to fail within a month is just **** poor service
Edited by moderator: "Edited out swearing" 27th Jan
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