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I recently purchased Onkyo's TX-NR616 7.2 Network A/V receiver. I believe it came out April 2012, which to me is extremely new as I previously had the Yamaha RX-V493, released in April 1999 .... 13 years older! It took me ages to finally get everything JUST the way I wanted w/the old one, but I did.

I thought I needed a digital receiver w/HDMI to expand upon what I had. I understood NOTHING in the manual & was so completely confused, over my head & out of my league. I DREADED the expected, totally useless call to tech support SO much I waited about 6 weeks to call.

I finally called Onkyo support 1-800-229-1687 and spoke with "GABE". I CANNOT SAY ENOUGH PRAISE for Gabe's totally impressive knowledge re my receiver & the continuous enthusiasm he responded w/to ALL my exasperating questions. He was SO thorough in detailing each & every point from every angle. He was on the phone w/me about an hour & a half & eagerly wanted to continue w/the next step. I was exhausted & not close to being ready to continue. I chose to end the call.

GABE made it very clear that whenever I was ready I could call back and request GABE! I'd not need to start all over w/someone else! Totally unheard of & a first for me!!! I called him today. About 4-5 weeks later. As far as calling THIS support #, both times it was answered within 2-3 rings and picked up by a "human" less than 2 minutes total.

Today I was told GABE was on the phone w/another customer and given the option to hold or leave my # to be called back in the order of my call, just as if on hold. I also was given the option to leave a message on GABE's voice mail as well. At first I did not trust being left in "calling order", so I held.

After only a minute or so I decided to "trust" their word since everything thus far had been superior in EVERY way....so I left GABE just enough info so he could pull up our previous session & be as prepared as possible. I received my "call back" 45 minutes later....OUTstanding!!!!!!!!!!!!!

I was just as impressed as the first time. I thought I could save us both considerable time by having a friend take over the call. Thinking he'd know what GABE was technically talking about, whereas I would not. As my friend was conveying the technicalities of his conversation w/GABE, I was left w/the uneasy feelings of confusion & doubt....in his interpretations & conclusions of what GABE was explaining re "Zone 2" connections.

Hence my discovering this site in my searching for a way to get an email to GABE, (as support # hours were closed). Thought by emailing my concerns & doubts, double-checking w/GABE could possibly speed things up w/either a written reply or if/when we spoke. I have been unable to find such an email address for GABE or Support at all....

Should ANYone be able to provide this, I'd greatly appreciate it. IF there is no such option, THIS would be my only complaint....I DO feel strongly that this SHOULD be an option.

My rating for Onkyo support would have to be the highest possible...I suppose that would be considered a "10" - "5-Star" - "Excellent" - whatever rating style used, the highest satisfaction choice possible! This of course is directly attributed to "GABE".

Without "GABE" I'm sure I'd not have bothered to submit this EXTREMELY positive review. Unless there would have been cause for a significantly negative review, fueled by indignant outrage, I'd not have bothered to spend time at all responding.

Sincerely,

JAN AGUILERA


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