This company sucks.... there customer support is non existant I have sent them this letter 3 times no reply there units are not what they advertise them to be and are misleading .......
Sirs,
I bought one of your urc9910's remote ....... can you tell me why in every picture and every ad you show your remotes as having a BRIGHT lime green backlight and when I bought mine it is a DULL RED and I cannot read the LED when trying to use it in the dark? Using it in the dark is the reason I bought it also it having a LED I thought would make it easy to read... not the case with the RED backlight. Did I get a defective model or is this a case of false advertising?
Rick Burtt

This remote comes with two different color backlights. As you can see from the picture below, it sometimes comes in red...


As for OFA customer service, my experience with them has generally been good, but I find it usually pays to contact them by phone. Just out of curiosity, what email address where you using?

Rob
http://www.hifi-remote.com

NOTE: I have been in touch with a Jonathan Sigman
Universal Electronics, Inc. who is a Technician for this company who read this post and has come to my assistance. His help and concern is to be commended as he has changed my attitude towards this company. He is an asset to Universal Electronics, Inc. and its customers. Rick Burtt