I've owned my NEO since December of 2001.
Within the last week the second plastic button from the left, right below
the touch, screen has broken loose in the case. This is the button I have
programmed for pulling up the on screen program synopsis display for the
cable box and is the most used button of the 4 located directly below the
touch screen. I now have to fiddle with the loose button to get it to work,
I called Phillips customer service to get warranty service on the NEO since
it comes with a 12 month factory warranty. I was pleased to see they have a
toll free support phone number within the United States. I was not pleased
with the response I got from the representative I talked to. I was told
"Damage is not covered". I explained to the gentleman that I did not
"damage" the unit. I explained that during normal use the button has broken
loose. His reply again was "Damage is not covered". This remote is in
excellent shape. No scratches on the case or touch screen. I have done
nothing but treat it as the high priced piece of electronics that it is.
This is not the type of quality and support I expected for a $200 remote
control. So I guess the warranty is just useless rhetoric from Phillips. I
am now reluctant to purchase any product from Phillips. If you plan to
purchase this remote I strongly recommend getting a retail extended warranty
from the dealer if available. I purchased mine from Best Buy which offers a
free replacement guarantee.

The exact same button went bad on mine also. (post from 09-28)As with you, my remote has been used with the upmost care, never dropped,no kids, heck the wife won't even touch it for fear of mistreating my beloved remote. When I purchased from BB, they would not sell me an extended warranty for this particular unit. Makes ya wonder.

Hmmmm yeah. Makes me annoyed. :-)