Big Thumbs up to JB HI Fi

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SATTV

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#245009 13-Jan-2019 23:11

I just wanted to say a big thumbs up to JBHIFI

I had a 4 1/2 year old Onkyo TX-NR626 receiver that stopped working, back to JB and they sent it for repair and came back with a new HDMI board at no charge ( thanks to CDL / Avalon Audio )

When it came back it had a new fault ( spontaneous shutdown ) and an existing fault remained ( intermittent lan ).

Back to JB, after three weeks it came back no fault found ( but mysteriously the new fault was gone ) but still had the annoying intermittent LAN fault.

Jack to JB for a third time and the Manager said that it had been back enough and replaced it on the spot with a brand new Onkyo TX-NR676 at no charge.

I was blown away, I was happy for the receiver to go back one last time and then I was going to push for a refund or replacement.

Thanks again JB, I am very happy.

On a side note the TX-NR676 is a much faster receiver, before it would take seconds between a button push, now it is almost instant, a much larger and clearer display, a bluetooth button on the remote, much cleaner and clearer buttons on the front.

John

I know enough to be dangerous

Dingbatt

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#2160723 14-Jan-2019 08:35

Wow, that is great service. It's a shame not all retailers are that proactive. I have been a big user of Onkyo Receivers, most of which have been purchased from JBHiFi, and the one that developed a fault was quickly repaired, at no cost, despite being outside the official warranty.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

wratterus

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#2160725 14-Jan-2019 08:39

Good on them.

sidefx

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#2160766 14-Jan-2019 10:18

Must say while I've never had an issue that needed a resolution from JB, a couple of family members have and JB have always been very good resolving them quickly and painlessly.

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surfisup1000

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#2160778 14-Jan-2019 10:34

Those onkyo's should have had a mass recall.... i had 2 that failed with faulty hdmi boards. One repaired ok, the other was repaired and failed again.

dolsen

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#2160783 14-Jan-2019 10:45

That's pretty good of them. My 626 failed a couple of times as well, but, it failed early on a couple of times so JB-HiFi swapped it with the NR636.

The only downside you may find is the much more simple remote that the new one comes with (some of us like ALL the buttons, and the ability to use 1 remote for everything).

There's quite a difference in specs between the new one and the old one. ATMOS, DTS-X etc. You have done really well.

allio

885 posts

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#2160832 14-Jan-2019 11:57

That is fantastic service and really exemplary of what all retailers should be aiming for in terms of their CGA obligations.

Any chance you could let us know what store? If it's in Auckland I will go out of my way to shop there.

bmr63

87 posts

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#2161193 14-Jan-2019 21:22

It does come down to the people at any particular branch and time. A few years back a guy at the Dunedin branch sourced some R Series Kefs for me, even though JB’s usually don’t stock them. A couple of years later I went back to get the matching Centre Speaker and the guy was gone. His replacement was just hopeless. Didn’t even make the effort to get back to me.

The moral of the story is look after and appreciate those folk who put customer service first! 😊

Steve

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SATTV

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#2161212 14-Jan-2019 22:10

allio:

That is fantastic service and really exemplary of what all retailers should be aiming for in terms of their CGA obligations.

Any chance you could let us know what store? If it's in Auckland I will go out of my way to shop there.

The receiver as bought from the St Lukes store which has now closed.

The repair / replacement was through the New Lynn Store.

John

I know enough to be dangerous

SATTV

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#2161220 14-Jan-2019 22:21

surfisup1000:

Those onkyo's should have had a mass recall.... i had 2 that failed with faulty hdmi boards. One repaired ok, the other was repaired and failed again.

Speaking with Avalon / CDL - this was an unaffected model, I also know of another unaffected model which also failed.

If it is an unaffected model it gets a brand new board, if it is one of the affected models you get a refurbished board. I dont know what fails on the affected models.

John

I know enough to be dangerous

SATTV

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#2161222 14-Jan-2019 22:26

dolsen:

That's pretty good of them. My 626 failed a couple of times as well, but, it failed early on a couple of times so JB-HiFi swapped it with the NR636.

The only downside you may find is the much more simple remote that the new one comes with (some of us like ALL the buttons, and the ability to use 1 remote for everything).

There's quite a difference in specs between the new one and the old one. ATMOS, DTS-X etc. You have done really well.

My needs for the receiver have changed since we got the 626 a few years ago, I have a smart TV so no longer have the DVD / Media Player / computer.

All we use is the bluetooth, TuneIn & FM radio so the simplified remote is not an issue. The big plus is the new remote has a bluetooth button, the old one did not. We also run a 2.0 system so this is way more than we need and improves the WAF.

John

I know enough to be dangerous

insane

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#2161804 15-Jan-2019 23:26

My NR525 failed and JB repaired that after a few years. Apparently a widely known issue with the HDMI boards. Sold it after it was repaired and went with a Yamaha and haven't looked back.

Come to think of it, JB also repaired my Samsung laptop.. after some convincing.

timmmay

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#2161822 16-Jan-2019 07:14

My Onkyo has been fine, and I think it's one of the models that can be affected. I was just careful with cooling. After 8 years or so I'd probably not even bother getting it repaired, just buy a new one.

allio

885 posts

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#2163330 18-Jan-2019 16:17

SATTV:

from the St Lukes store which has now closed.

The repair / replacement was through the New Lynn Store.

John

Thanks. Useful information as my last big purchase (TV) was from the St Lukes store, and New Lynn is probably my next closest.