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Posts: 1
Registered: ‎08-19-2020

Never ending "Parts Ordered" Repair

I'm hoping someone else can provide context to how long a repair typically takes, as it seems mine is getting excessive.


I purchased a 5.1 surround sound system and Onkyo 7.2 AV receiver. A few months later, speakers went on sale and I decided to purchase the rest of the set to have a full 7.2 system. When I brough the speaker home, we quickly realized that one of the last 2 channels for the speaker was broken, and would not send any signal to the speaker. We went through several troubleshooting steps to ensure it was indeed the receiver, and not the newly purchased speaker.


The receiver is under warranty, so I brought it in the next morning on July 11th, 2020, and was told the estimated date of completion would be July 29th, 2020. It supposedly didn't arrive to the repair center until July 25th at 9:22am. By July 25th at 10:11am, it was already identified that a part was broken, and they ordered parts for my repair.


Today is 8/19/2020. There have been no updates and my order status still shows as "Parts Ordered". It has been nearly 6 weeks since I brought it in, and nearly 3 1/2 weeks since it was supposed to be back. At this point, it's feeling like there's no progress or end in site.


This is my first time ever writing a complaint online for service, as I understand things can happen, but it's starting to reach a point where it's a bit ridiculous. I purchased all these speakers and equipment within the last 4 months, and they're now just sitting there useless in my living room. I'm mostly just frustrated that I was so excited to test everything out and have an upgrade, and ended up with no working speakers since the AV receiver is gone after spending thousands of dollars all in for the setup.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Never ending "Parts Ordered" Repair

Good morning, johnp54,


Welcome to our community forums. I can certainly understand your disappointment to get this new receiver set up only to discover it wasn't working. I would be happy to see if I can help provide an update on the status of this repair.


I'd like to begin by checking the previous repair history for this receiver and will need a few more details. Can you please send me a private message with your:


Full name
Email address

Phone number

Service order number


You can send me a private message by clicking the blue button at the bottom of this post. I look forward to hearing back from you so I can continue to review this. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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