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Feb 23, 2019
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Joined drop Oct 2, 2018, drop ended Oct 3, 2018. Received item Nov 14, 2018 (6 weeks later). Unit ceased to function Dec 24, 2018. Contacted Onkyo "RZ priority support" and, after brief troubleshooting, was instructed to ship the unit to a regional service center. 8 weeks later, service center declared the unit unrepairable and shipped it to another service center as directed by Onkyo. After speaking to Onkyo three times, have concluded that customer satisfaction is not part of their business model regardless of what it says on the "RZ priority support" web page. Even though the warranty says replacement is an option, it really is not. After request from the customer and recommendation by the regional service center to replace the unit, Onkyo still refused. Time spent without the unit does not matter. When asked numerous times about criteria for replacing an item, Onkyo eventually said after the unit is returned 3 times for the same problem they would consider it. When asked what the website claim "We truly care about our customers" really means, Onkyo terminated the call.
There is enough grey area here for both Massdrop and Onkyo to avoid responsibility. It comes down to your risk tolerance. Probability of failure is low but the consequences are extremely hard to deal with. I’m still waiting with no apparent recourse. I won’t make this mistake again.
Hope someone finds this helpful.
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