Ahhh, I can't stop laughing!!

Today it took me about 7 calls to get a problem solved with RTI. Three times I was disconnected (stupid cell phone) At least twice I was on hold until their hold time ran out and I was instructed to leave a message before being hung up on. I had one tech give me the "huh, Ive never seen that before" as if I'm making up the problem and he is trying to hang up because he doesnt know an answer.

And they dont have an 800# so after I switched to the client's home phone, who gets the phone bill?

 


ok, i'm done....   for tonight  :)

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LMFAO!!!!!

This is too funny!!!

Don't stop...I'm lovin' it.

I second the motion!

Awesome work guys. Very witty.



Back on topic: I too have had 2x 20+ minute waits on hold with URC for service issues for 850's that the client wanted repaired in the last week alone. I know they are broken.... I dont need to wait 30 minutes for your tech that probably cant hook up their own DVD player. Give me an email address so I can get an RMA. The client is paying $100 for the repair.


I guess this is what happens when you dont manage your distribution. Customer service goes down the toilet.

URC.....you are dead to me.

Well let's see if we can dig up the body, put the paddles to the chest and give it some life?

We dealers have always been able to send a request for RA to:

[email protected]

They will then email you back a form (it is a pdf that can be filled out [fields are active]) and then email back that form. They will then respond with a return email assigning an RMA#. Really... pretty simple.

Or you can wait on hold for however many minutes and the phone tech will email you the form to send in to the above repair email address.

BTW, I think the above address is for dealers only, not sure...Perhaps someone from URC can confirm this.

if you are a dealer for URC,  call me crazy, but i just don't feel that a public forum is the place to complain about issues you are having with them.

there are places on the internet to discuss these issues, (URC forum, IP forum) where they will be heard by those who can actually do something to help you.   dragging the manufacturers through the mud in public only encourages potential clients to stay away from those manufacturers, and that manufacturer to stay away from you.   if that is your goal, then carry on...


 

You could have contacted the disti or rep for this, as that's part of their job description.

I agree with this when we are talking about issues like waiting on hold for tech support. As someone already pointed out, you don't have to wait on hold for an RMA. How about asking the first time you waited on hold "is there an easier way to get an RMA#?"

Tech support is for tech support not employee training. Tech support should not be used to obtain RMA #'s. To be fair, most companies are setup this way so you cant get around it. You are forced to call tech support to get an RMA #. Can you imagine what would happen if they opened up tech support to consumers aka ebay shoppers? You would never get anyone on the phone.

But when there is serious issues like failing batteries and white screens of death etc, i dont think anyone should keep it a secret. Especially once the manufacturer has time to address it but chooses not to. Keeping it a secret allows manufacturers to ignore it and in some cases out right lie about it.

Typical response from Phast when calling about support issues.

"upgrade your software, the new version fixes that"

"hmm, this hasnt been reported by anyone else before, it must be something on your end. have you updated your software to the latest version, it fixes that"

Now imagine if other dealers were posting here at RC about all of their real problems with Phast. Everyone would have figured out what was going on a lot quicker.

I Agree.
Personally I love URC. Between the Control Room and IP I rarely have to call tech support. Getting an RA# is as simple as a call to your rep or an email to URC.
Great company in my opinion.