SonySTR-AN1000 7.2 Channel 8K AV Receiver with Dolby Atmos, DTS:X, IMAX Enhanced, Google Assistant, Sonos Support

Response from sony.com

Thank you for sharing your detailed feedback, LOmarG. We are truly sorry to hear that your experience with the STR-AN1000 A/V Receiver has been so frustrating, especially since you have been a loyal Sony AV Receiver customer for a decade. We sincerely apologize that this unit has been your "least reliable" and has been plagued by issues like audio sync problems, freezing during power-ups, and no video glitches from the start. We understand that two in-warranty repair attempts that did not fully resolve the issues, along with the reported cosmetic damage during return, are completely unacceptable and have failed to meet your reasonable expectations for service or product reliability. We regret that we have not provided the seamless performance you expect from our premium receivers. We take the matter of product reliability and repair quality very seriously. Since your issues—the random failure to start and the required power reset—are persisting, we would like to escalate your case internally for a second opinion and explore all possible options. While we cannot guarantee a specific outcome, we want to check if there is something else we can do. To allow us to investigate your complete service history and escalate this further, we kindly ask that you email us at socialsupport@am.sony.com with the following information: Name Username Model Number Telephone Number A detailed description of the current issue and your previous case number(s). Again, we are very sorry for the inconvenience, and we appreciate the opportunity to address your concerns. Thank you for your loyalty and for bringing this critical feedback to our attention. We regret that we have failed to meet your expectations in this instance. Best regards, Gus, Sony Social Media Team

Response from sony.com

Hi Surround love, Thanks for reaching out and sharing your experience with the STR-AN1000 receiver. We're truly sorry to hear about the loud popping sound you're encountering when changing channels or during commercial breaks. Please accept our sincerest apologies for this inconvenience. We see you've already been in touch with support and they explained that this noise is related to a relay inside the unit that activates when the audio format changes. This is how the receiver is designed to handle those format shifts. While this specific noise is an inherent characteristic of this relay system and cannot be eliminated via a fix or update, we want to assure you that the receiver is operating as intended and there is no risk of damage to your speakers or the unit itself. We understand that knowing why it happens doesn't make the sound any less disruptive and we truly regret that this feature is causing you such disappointment with your purchase. Thanks for considering Sony. We value your feedback greatly. Sincerely, Estefany

Response from sony.com

Hi The donner, Thank you for sharing your honest review. We're sorry to hear that you have an issue with your Sony unit. Please make sure your receiver has the latest software installed. In case there is severe humming or noise, please verify the following: -Check that the speakers and device are connected securely. -Make sure that the connecting cables are not near a transformer or motor. -Move your audio device away from the TV. -If the plugs and jacks are dirty, wipe them with a cloth slightly moistened with alcohol. For additional troubleshooting, please follow the steps from this link: https://www.sony.com/electronics/support/articles/00027601 If you need more information or technical assistance with your product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following: Name: Username: Model Number: Issue: Telephone Number: Despite your concerns, we're truly delighted that you are enjoying most of the features of your STR-AN1000 7.2ch AV Receiver. Thank you for choosing Sony! -Jess

Response from sony.com

Hi SEETACS. Thank you for your feedback and for being a loyal Sony customer for over 50 years. We're delighted to hear that you find the Sony STR-AN1000 receiver to be an excellent product. We apologize for any inconvenience caused by the documentation. Your comments are valuable to us, and we will work on improving the clarity and comprehensiveness of our setup guides. To make things easier in the future, we’d be happy to guide you through any remaining features or provide additional support. Please don’t hesitate to email us at socialsupport@am.sony.com with the information below, as it will help us assist you more effectively. We apologize if you have already provided some of this information during your review or in correspondence with customer service. We simply want to ensure we have the correct details at the time of our communication. Please provide the following information: - Full Name: - Username: - Telephone Number: - Model Number: - Issue/Concern: Thank you so much for trusting Sony! Best regards, Romeo Sony Social Support

Response from sony.com

Hi jercom, Thank you for sharing your feedback on your Sony STRAN1000 AV receiver. We are sorry to hear about your experience and we understand your concerns regarding the USB video output, the equalizer settings, and the remote control signal strength. The equalizer on this model is designed to adjust the overall sound profile rather than individual speakers or frequencies. We appreciate your feedback and will consider it for future product improvements. We understand that a weak remote control signal can be frustrating. Ensuring that there are no obstructions between the remote and the receiver and that the batteries are fully charged can help improve the signal strength. If you have any specific suggestions or features you'd like to see, feel free to share them with us. Your insights are important to us as we work to meet and exceed your expectations. Thanks for choosing Sony! -Sam