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Topic:
Cracked screen on Q50 :(
This thread has 19 replies. Displaying posts 1 through 15.
Post 1 made on Saturday August 15, 2009 at 16:47
bawbagg
Lurking Member
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March 2009
8
We had a calamity tonight, and have cracked the screen on the Q50. It's a real showstopper as we have NevoConnect, and all the kit is located in a cupboard separately from the viewing position. Temporary use of supplied IR remotes is not an option.

Does anyone know if I can get a replacement screen somewhere, or am I going to have to shell out for another??
Post 2 made on Saturday August 15, 2009 at 23:03
TouchCommander
Active Member
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602
Check with your dealer, UEI is very good at taking care of the customer.
No job to small, many to big
Post 3 made on Sunday August 16, 2009 at 08:06
sydinstaller
Active Member
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740
Agreed.

UEI fully support the end user when purchased through a authorized dealer. This should not be a big issue.

Talk to your dealer.

D
OP | Post 4 made on Monday August 17, 2009 at 15:32
bawbagg
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Already done that - dealer's day off today though, so will hopefully get some news tomorrow.

In the meantime, I've made some small changes to the program to allow me to get by using only the hard buttons. So glad I got a Q50 and not an SL :).

Thanks for the input guys.

BB
OP | Post 5 made on Thursday August 20, 2009 at 18:45
bawbagg
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Dealer organised for an RMA with UEI distributor here in UK. Q50 going back for a new screen. Not terribly cheap, but certainly cheaper than a new one.
Post 6 made on Thursday August 20, 2009 at 20:18
brodyboy
Long Time Member
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I'm surprised they don't just replace the whole thing. How much are they charging you for the new screen?
Post 7 made on Saturday August 22, 2009 at 02:58
vbova27
Super Member
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2,987
A dropped remote is not grounds for a cracked screen. Most of the remotes that I buy are offered with a warranty that the client could pay for extra if he wants situations like that covered. I'ts kind of like leaving the remote outside and it rains. It's an accident, but not covered.
Post 8 made on Saturday August 22, 2009 at 11:50
TouchCommander
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602
UEI doesn't repair remotes, not cost effective. So you are getting a new one or someone is unloading a used one on you. This was from the Arizona Nevo rep when I asked about getting broken one's to keep around for spare parts.
No job to small, many to big
Post 9 made on Saturday August 22, 2009 at 14:33
brodyboy
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375
That makes sense- so even "repairs" are actually just replacements.

So were you able to get broken ones for spare parts? It seems like people have a heck of a time getting parts for these remotes. From charging cradles to rubber bumpers, people have come here looking for replacement parts without much satisfaction.
Post 10 made on Saturday August 22, 2009 at 14:34
brodyboy
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On August 22, 2009 at 02:58, vbova27 said...
A dropped remote is not grounds for a cracked screen.

I don't think I understand the point.....
Post 11 made on Sunday August 23, 2009 at 10:17
TouchCommander
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No, they out source the verification of the warranty issue and that company in Compton, CA just throws them away.
No job to small, many to big
Post 12 made on Sunday August 23, 2009 at 17:06
brodyboy
Long Time Member
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Geez....they should at least round up the little rubber bumbers and styluses before they toss 'em out! I still haven't found anything they makes a suitable replacement for those bumbers....

Frankly, Nevo could stand to polish their public image a little, since they are widely perceived as having NO interest whatsoever their actual customer, the end user.  Sending out replacement bumbers and styluses on request (for free since they get tossed anyway), would go a long way toward making the customer feel like they're dealing with a decent company.
Post 13 made on Sunday August 23, 2009 at 22:40
sydinstaller
Active Member
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740
Are you sure?

All those parts are available in Australia.

Only SL parts are not available.

D
Post 14 made on Monday August 24, 2009 at 00:28
brodyboy
Long Time Member
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I'm talking about the owner who's lost the stylus, needs a new charger, etc., simply having a phone number they can call, some friendly Nevo CSR takes a little info, and voila!, a new one arrives in the mail a few days later.  This is not hard to do. Or how about a place for owners to order these replacement parts on the Nevo web site?  Nevo could outsource that too and continue never talking to their customers.  Even easier to do.  Instead, this is what owners who invest a lot of money into Nevo remote systems get on the web site:

•Please contact your Nevo reseller directly for support.

It's no secret that the Nevo reseller network is "sketchy" at best.  Most people simply don't have a local installer who sells/supports Nevo remotes.  And no offense to the stable, established CIs out there, but it's a high turnover business.  Even if you find a guy who will sell to you,  you might well call a few months later to buy accessories....only to discover he's a landscaper now!  It's ridiculous for owners of a "high-end" product to be at the mercy of people like this, and frankly, it's a reason many decide on a different product.

Having some sense that the company itself has your back gives buyers a lot of security. As it is, owners cannot call Nevo and there is no customer support at all on the web site.  They don't even acknowledge your existence if you're an end-user.

So yeah...an easier way to get parts would be nice.
Post 15 made on Saturday October 24, 2009 at 17:34
kuldood
Long Time Member
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14
They could learn alot from Crestron...
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