Effective January 1st, 2020, the special Customer Care Program has ended. The program has been in place for several years and has come to it’s conclusion.

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 impacted receiver, Onkyo is launching a special Customer Care Program to remedy this issue for those receivers that may be affected by this loss of audio/network connection issue.

This loss of audio/network connection Customer Care program is available only to residents of the US and Canada who purchased their ONKYO brand receivers from an Authorized Independent Onkyo Retailer or from shoponkyo.com

This program has two steps:

  • Verify if your Onkyo receiver is impacted
    • Please peel the Serial Number Label off the back of the product you have and send it back to ONKYO as noted on the Trade-in form.

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.

We thank you for your loyalty!

If you submit items for trade-in that do not meet the condition criteria that are specified or are counterfeit, duplicate, stolen or the receiver is missing the Serial Number Label, are not entitled to the benefits of either the Customer Care Program or Trade-in Program.

We may revise the Terms and Conditions of the Trade-in program at any time and may suspend or terminate the program at any time without notice to you.

Onkyo again apologizes for any inconvenience this may cause.