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Topic:
Where is the support?
This thread has 9 replies. Displaying all posts.
Post 1 made on Wednesday November 15, 2000 at 01:48
Doug
Historic Forum Post
Hello, customer support? My emails to [email protected] are going unanswered. This is a great product but we need support! Please answer emails!!! Is anyone else getting support?

Important note: version number of the software must be posted on the web site. There's no way to tell if there is an update without downloading AND installing.
OP | Post 2 made on Wednesday November 15, 2000 at 10:31
Jason Stern
Historic Forum Post
I also have had some difficulties getting support. I sent an e-mail to that address (about my problem with setting up punch through as mentioned in a previous thread) about a week ago and never received a response. Last friday I called (not too thrilled about the lack of a toll-free number) around noon and left a message. Never got a response so I called back again yesterday (tuesday) and left another message also stating that I was becoming concerned with the lack of support. About an hour later my call was returned and, to make a long story short, I was given an RA# to send my remote to URC.

They are supposed to call me when they get the remote (should be today) and let me know what is going on. I will post an update once I hear from them.
OP | Post 3 made on Wednesday November 15, 2000 at 19:39
Doug
Historic Forum Post
Let's keep this thread current, it's the best way for people to be cautioned about buying this remote until the support is up to par. I don't care how great a product is, if it's not supported, it should be boycotted.
OP | Post 4 made on Tuesday November 21, 2000 at 21:35
Doug
Historic Forum Post
Why is nobody responding to this? Aren't you all concerned that this company is refusing to answer emails or phone calls? If they are watching this board you are telling them there is not a problem.

PLEASE write and complain to [email protected]
OP | Post 5 made on Wednesday November 22, 2000 at 01:28
Rene
Historic Forum Post
Doug,

If you go to /[Link: hometheatermaster.com]
you can see the downloadable files with a date !!

But I agree, it would be nice if they put this info on the normal pages (inclusing a list of the bugs they fixed. ofcourse the version number SHOULD change even with minor updates)

It would be even better if they created a way to communicate to the developers (This forum????).
There are so many (small) changes that would make the program a lot better. And if the want a wish list .....
OP | Post 6 made on Wednesday November 22, 2000 at 01:36
T
Historic Forum Post
I was all hot for this remote until I read all the problems. No way, I am past the days of products and no customer service. I have a new pronto on the way unitl another company which has good customer service and hard bottons comes along.

Hometheater Master, your days are numbered unless you straighten this out.

T
OP | Post 7 made on Wednesday November 22, 2000 at 12:28
Vanessa
Historic Forum Post
Ok, time to give the other side... I don't know what went wrong with your contacts, but I sent a long diatribe to [email protected] because at the time my operating program had been erased from the remote but I couldn't get the computer to download it to the remote so I could fix things. (Later, before they responded I went into work and that computer works with it fine.) I sent that email Sunday afternoon and got a call Monday morning. At least for me - service was very good.
OP | Post 8 made on Wednesday November 22, 2000 at 15:52
Mike Gifford
Historic Forum Post
We are watching, and we will address all questions as quickly and promptly as possible. All comments, suggestions, and complaints will be utilized, as we are coming up with a forum for FAQ's.

...please stand by...
OP | Post 9 made on Wednesday November 22, 2000 at 18:22
mroll
Historic Forum Post
Thanks for jumping in, Mike. I haven't had any problems, but there are a few folks who have, and taking of them is obviously in everyone's best interest. We look forward to the FAQ, as well as continued improvement in the product and the software.
OP | Post 10 made on Thursday November 23, 2000 at 02:13
Igor
Historic Forum Post
After taking three days to answer my first question (by which time this forum provided the solution), Mike Gifford answered my next E-mail the same day! While he did not have a solution, he said that they are working on the problems and that he was hoping to get back to me as early as next week.
I decided not to return the remote for the time being, since I can see that once you get it to do what you want it to do, it is an excellent device. Once the bugs are fixed I should be very happy with it. The question now is "When?"
Mike, are you on top of it?


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