Has anyone actually received decent, prompt service from URC? I've emailed them twice about a problem and all I've received is what amounts to a form email. That was a week ago. Great remotes but terrible service.

Where did you buy it from? If you bought it from a authorized dealer, the dealer should send it back for the service. That is the best way to urc product serviced.

I've always received a response from them within three or four days.

I'm in Australia and I bought the remote from the US. The dealer was willing to take the remote back however postage is very expensive back and forward so before I sent it back I wanted to make sure there wasn't a simple fix for my problem. As I said I emailed URC and received the form email, so I emailed again and still haven't heard anything. As it turns out someone on the forums was able to solve my problem and the remote works again. I just feel that URC should have replied and been able to suggest the fix.

We almost lost a very valuable client due to the apparent lack of customer service by URC. He had called to obtain replacement batteries for his MX3000 remotes, and after being bounced around for over 30 minutes between departments, was "outraged" that he was expected to pay around $100 every 15 months to keep using his remotes. (Apparently the CSR even hung up on him!).

He later called us, refused our offer to provide batteries at our expense, and insisted that we take all the URC products from his house and replace them with "any other brand". He clarified that it wasn't about the money, but the principle which he was angry about. (which I suppose is backed up by the fact that we are supplying two T3 and two T4's as replacements among other things).

A couple of other clients have also expressed similar concerns, to the extent that my boss has "asked" me to suggest other remotes in preference to the URC line, which is a shame as I personally really like the MX3000.

URC is a manufacturer and responds much quicker to their resellers and installers. If I send an email I have a response the same day or the very next day.

Just last month I had to request an RA for a client's remote. I sent URC an email request, got the RA # back the same day. Shipped out the remote the next and it was back to us within 10 business days. I consider this top notch service. How do I take it a step further? Give the client a loaner. Done. Everyone is satisfied.

It is beyond me why any of your customers are calling URC. You sold them the remote and programming (at what? $1,000 a pop on average for an mx-3000 plus programming). Why are you not taking care of the issues for them and contacting URC yourself? The client should never be put in a position to be placed on hold for 30 minutes with a call that escalates to someone hanging up on the other. The moment those RTI remotes that you are replacing them with go bad is the client expected to contact RTI? Good luck with that.

I like to break things down to a situation people can identify with....your car needs some service done. Who do you call? That's right, the dealer or your trusted mechanic. Not the corporate headquarters for the manufacturer.

Tweeterguy,

The initial client had heard, (from where, I don't know), that URC were providing replacement batteries for remotes where the batteries were failing prematurely, at no cost. He took it upon himself to call URC direct, thinking he could swap them out himself without any need to involve us.

As detailed in my previous post, "he later called us", and we basically had to deal with the aftermath and attempt to placate him.

Ironically, we had been at his house a few weeks prior to upgrade some other equipment, and he never saw fit to mention any remote issues to us.

I suspect the other clients, who are likely acquainted with the initial client, may have heard or even shared the battery rumor and possibly had the same reason for calling URC, however since I didn't speak with them directly, I cannot confirm or deny.

I have only ever dealt with URC's Technical Support, with acceptable results, but have not had any dealings with Customer Support at URC.

Like yourself, we do everything possible to continue to earn the business and trust of our clients, such as regular follow up calls etc. or offering "to provide batteries at our expense", but sometimes, for whatever reasoning, they decide to take matters into their own hands.

I strongly agree with Tweeterguy.

I have had excellent service from everyone at URC.

James and Hank, the factory rep, everyone.

Trust your dealer not the factory.

Mike