Yep, this is one reason why I don't recommend Onkyo gear to people anymore. Their poor customer support and sub par quality control have taken a huge toll on the brand.

As for updating firmware, yeah, even on the flagship RDC-7.1 preamp I would have to send it to one of their support depots (nearest one is in Denver, I believer) to get it updated. How ridiculous is that?

I'm waiting patiently for the 997. Sale of the RDC-7.1 will be more than enough to cover the purchase.