https://www.eu.onkyo.com/en/irajax/en/customer-service-program-118747.html/cHJvamVjdC5jb21tb24udXJsU2hvcnRlbmVyOw==

Customer Service Program

sLoss 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 (until December 31, 2017)

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 (only in the country of original purchase). 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

RSS News

Onkyo A-9110 and A-9130 Integrated Stereo Amps Aim for Rich and Comfortable Sound

Refined 2-channel pre-main amps have lovingly tuned WRAT systems with custom-made parts for warm, comfortable hi-fi audio… more

Press Release dated: 14 Aug 2018
Onkyo to include support for Deezer HiFi via free firmware update on an array of its AV Receivers and Networked audio products.

August 1st, 2018 - Onkyo is pleased to confirm that it will be releasing firmware updates throughout the month of August to… more

Press Release dated: 1 Aug 2018
Aqipa GmbH and Onkyo & Pioneer Corporation sign agreement concerning the transfer of business activities in Europe

Aqipa acquires all assets of Pioneer & Onkyo Europe* and takes over distribution in Europe Osaka (Japan) and Kundl… more

Press Release dated: 2 Jul 2018
State-of-the-Art Onkyo RZ Series Receivers Open New Entertainment Horizons with Expansive 9.2-Ch Surround-Sound, 4K HDR Video, and Wireless Multi-room Audio

Imagine your cinema-room filled with flawless sound that flows from all directions, and the big screen lit up with 4K HDR… more

Press Release dated: 15 May 2018
Meet the 7.2-Channel TX-NR686 from Onkyo, a New Benchmark in Value Delivering Captivating 3D Movie Sound and Seamless Multi-Room Audio Entertainment

Onkyo bundles Dynamic Audio Amplification with cutting-edge wireless multi-room audio technologies, 4K video support, and 3D… more

Press Release dated: 6 Mar 2018

Current Catalogue

Catalog ONKYO Audio Video Products 2017-2018
Download pdf (51.54 MB)