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So the dealer you bought you MX980 from gave you the login information to URC's website? Needless to say, that dealer violated his agreement with URC by doing so. Maybe that's why they got cut off. In any case, you had the ability to download all the software you needed. So what's the problem?

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your complaint should be with the person who sold you the remote under false pretences. They would have been well aware that no software was included and should have made this clear to you at the point of sale.

Some how I dont actually think you have come here for any help or advice, but just to bitch because your dealer (not URC) sold you a product which was not suitable for your needs.

Take it back, get a refund and buy a pronto or harmony from a dealer who actually has a clue!! Then complain because you cant get the 'Pro' version of their software.

Come on... cut the guy a break. He paid good money for the remote and he has the capability to program it, but isnt able to get the latest programming software. He's not the only one caught up in URC's absurd software policy. Certainly URC has the right to sell and distribute what they want and to whom, but customers have the right to complain and let them know how they feel, no ?
"Pro software for remotes ??" Its just a remote control, not a super computer.
The 980 isnt so complicated or elitist that it needs a "professional" to program it.... the whole concept is ridiculous.

Let's say I am a consumer, like yourself and URC lets all consumers have the software. I start to program the remote, but I just can't wrap my head around it. So I call URC tech support for help. Lets say they spend an hour with me on the phone.

Now, 20 other people call in because they have issues. If they call the same time that I am on the phone, they would need 20 techs or somebody is going to be hold.

I don't believe URC wants to hire people just to walk people through basic macro or ir routing to thousands of people.

I am not saying that you are not capable of programming the remote but that is the reason they don't give out the software to everybody.

They give the dealer the option the give you the software, that way when you have a problem you ask the dealer for help not call URC's help hotline. I believe they would rather spend their time making better remotes than having walk somebody through a basic program.


Have you tried to call to get help on a Harmony remote? It takes forever to get through and after like 60 days, no phone help for you. That is because they thought they could make it where any Tom, Dick, and Harry could configure a remote for their entertainment system. And they make crap remotes.

So, I have a question here. Weren't all versions of the mx-980 editor updatable?

Does your software not have a "live update" button?

Also, as a consumer, don't you have a responsibility to research products before you buy them(or live with the consequences of not doing so)? This policy was in place and widely publicized long before the mx-980 hit the shelves.

I really wish that companies like URC and RTI would make their product available to the general public and over the internet. I wish that the software was easily and readily available. However, these companies have a right to form their own business model regardless of what I wish.

EDIT: Just to be clear, I do believe that you should be able to get the software, I just think that explaining your situation and asking for help would be a lot more appropriate reaction then claiming that you did not receive something you were entitled to.

Ok, as a non-professional installer I feel his pain. Please notice he mentioned his dealer went out of buisness. I think that is a key point. Yes he did come here to vent, but then again have we not all done so at some point in our lives... I suspect if he called URC and explained his situation, they might actually give him what he wants (the CCP Software instead of the standalone). By moving to CCP, those who got software before the change are "sort of" left out in the cold if their dealer can not or is unwilling to upgrade them. I completely understand URC's stance here. As mentioned they do not want to be the focal point for newbie questions, the remotes are more difficult to program than the Harmony (for good reason), and they want to make sure the dealers and thier installers are not left out in the cold (lost sales). My dealer is perfectly fine giving me the software because they know I would not purchase it otherwise, and I have never called them up with a question. Plus I pay the price he wants, which is a lot more than if I went by other means (he gets a nice profit). Win-win for them (but I have cut thier installer out of his fee - but as I said, that would have never happened). This is the same problem throughout the Electronics industry. There is a VERY small group of talented or discerning folks who can not (or are unwilling) to spend the premium required for the "cool stuff". Same problem with all high end stuff. They probably are not even a blip on the radar of the Manufacturers and Installers (and thus probably have no affect on thier bottom line).

That's one scenario. Another would be to charge for tech support, like many companies do (HP, Microsoft, etc.) Another still would be to refer technical support calls to local professional installers, so they could sell their services to someone who actually needs them. URCs policy of restricting access to updates is a narrow and sometimes self-defeating attempt to appease CIs. While they certainly have the right to set their own policies, it's unfortunate that they don't look more closely at the unintended consequences. One side effect is that when an update fixes bugs, there would be a REDUCTION in tech support calls if all consumers could access it.

If they charged for tech support, people would bitch that they shouldn't charge for tech support.

And if they referred them to local dealers who would charge for tech support, it would almost be the same as having them program it.

Somebody will always lose in a situation like this. Either URC, that would have to pay for more phone tech support staff, or the consumer that cannot get the newest software updates.

I could a use nonupdateable program, but appreciate the updates because I have to program for different equipment at different customers houses.

As far as the graphics for the 980, just create your own. If you are that tech savvy, them you can put whatever background or animation you want.

If you bought from an authorized dealer, and they went out of business, them I agree that URC should give you the software.

Doesn't this belong in the software thread??

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WOW, i think that this has been the most civilised thread on this topic. thanks Craig.
i will keep this simple.
The kosha dealers know full well the software policy. They will tell you about it.
The non kosha dealers will flog you the product anyway and give you a disk or the log in details.
URC does not condone this, nor support this.
This is the way it is.
This is the way URC want it to be.
They have the right to determine how they want their product supplied and supported.
Customers should be told this by the sales person. The customer then has the choice. Accept it and buy it or dont buy it.

however a product which is not intended for over the counter sales, should not be put in a colourful retail pack, on a shelf in a shop with a retail price on it.

It is certainly true that there is no clear documentation of this publicly available. However, I think the issue is that you should not have been given the dealers access to the URC control room. Whether or not the dealer provided you with the software is left to the dealers discretion.

Craig-

What updates can you not get based on your initial download?

The URC protected site is protected from consumers for many reasons. There are discussions that are dealer sensitive and don't concern end users. Consider yourself lucky to get the software that you did.