They responded to me saying to contact the manufacturer first to make sure it is defective. If not, they provided a RMA for the unit. Again, they asked for all contents including warranty card unfilled (which I already told them I didn't have). If the item is defective, then what would that matter? They could not sell it as "open box" (which is my guess at their reasoning). My other concern is that I bought a 5 year extended warranty from them (it's a Philips warranty), and they submitted it to the company already (for the model I would be returning). This would have to be straightened out also. This is turning out to be a lot of hassle :( but then again I did pay a lot of money for the remote in the first place..