Finally................... Someone at Philips reached out a helping hand in regard to the 3000 hardware-related unresponsive screen issue. With help from my ADI sales rep, I was put in touch with a very helpful individual at Philips who, over the phone with me, read through most of the original string in regard to the above subject matter. After a few minutes of good conversation, this person took my info, and said they would call me back later in the day. Well, this person did just that. They also told me to spread the word over at Remote Central that this problem has now been acknowledged by Philips as a "hardware-related" service issue - and that when someone who has an "out of warranty" Pronto 3000ng in this state of operation calls in for a service RA# at 1-888-philips they will be quoted a repair charge of $50 plus s & h. That sure beats the $200 to $230 quotes some have been getting prior to this posting.

I, as a small CI firm owner-operator, am happy to see Philips handle this situation in this manner. Moving forward with their product is critical to some of us who have spent so much time,effort and money working with it.

I was asked to inform the RC community about this directly from my Philips contact. They also asked me to post more details tomorrow (Wednesday) in regard to the exact language of the problem that exists - so the people at the repair center go to that $50 repair platform. Look for more info on this subject tomorrow - I will post as I get it.

I see no need to mention names, but a huge thankyou to Dave B. at ADI Northeast and the Philips team.

Aaron Brown
Aaron's Media, Inc.

Anyone try this? I just have not had enough time.

Decided to waste 5mins and call. Just as I expected still was quoted the $200 price. Any names of anyone at Philips that you talked to?

Strikes me as very strange that the Pronto Team would not post this information directly and would ask a customer to handle a service issue on its behalf. We know they read this forum. Reese's experience suggests that the guy you talked to is not authorized to speak for Philips.

I will speak to the person at Philips about this in the morning. I processed three remotes last week at the $50 price point. Reese, did you get an ra#, or even a person's name at the help center?

I did not get the persons name but I can call back and get who ever answers today's name.

Any other news on this AARON?

I just ordered a TSU3000 after my 2000 died last week. Philips is selling them for $125.00 at the outlet store (http://www.outlet.philips.com). This may be an easier option for some of you with touchscreen troubles.

Not sure of the responsiveness at this store, though- my order has been in "processing" for 3 days now...

Aaron;

I have a customer who's remote does the same thing. I can down load the program, but it only does the first screens. It won't let me go to pages for devices or it won't allow me to open the setup screen at the top.
We sold this customer three of these turkeys. We like the Universal Remote 3000 or Crestron is the best, but expensive.
Gene
Architectural Video Sys
Columbus, OH
[email protected]

Screen lockup - Here's what worked for me

CLEAN THE SCREEN - I mean really clean the screen. You need to take off the blue cover and clean the edge of the screen. Over time stuff (dust, grease, wine, and food) will accumulate around the edge of the screen and get trapped under the blue plastic surround. I'm not talking chunks of food it may be a smear of liquid that has dried. You need to look closly I used a magnifing glass. This will interfere with the sensitivity of the screen. Note that there are conductive metal strips that run round the outside of the screen just under the blue plastic surround.

I cleaned all round the edge of the screen after removing the blue cover and my tsu3000 works like new. I mean it. I had no problems calibrating the screen and problems getting the smaller buttons to respond without having to repeatedly press them have gone away.

My theory is that overtime gunk can build up around the edge of the screen which explains why this problem affects tsu3000 after a couple of years of use.
Also, most of the solutions that have been suggested in previous threads (such as cleaning ribbon cables and contact points) that have met with some success all involved removing the screen surround. I suspect this removed some of the gunk and resulted in the screen working again.

I do believe that Philips is aware of the solution but they are not going to ask people to take the thing apart and do their own repair. That would be like FORD sending you the part and asking you to fit it instead of issuing a recall.

One other important point don’t always expect the screen to work after cleaning, you may need to recalibrate the screen. I also downloaded the latest firmware which forces you into the calibration screened. I had previously downloaded the latest firmware before I cleaned the screen and that had not fixed the problem so I knew it was not a Firmware issue. But that was the easiest way to recalibrate the screen.

There is a reference with the new firmware that this fixes the screen lockup issues. I think they have adjusted the sensitivity of the screen which may help if the build up of gunk is not to severe. However, over time it will eventually lockup or not respond to the right button press and then you need to clean the screen.

I have not included instructions for removing the screen surround they are in previous threads.

I was almost at the point of trashing this unit. But stick with it and let me know if you have any success.

Good Luck.

I had the same touchscreen issue with my TSU3000 that was 3 years old. I called the 800 number and paid the $50.00. Sent my remote back. A couple days ago I got a brand new TSU3500 in the mail with docking station. No note or anything.

Some day Philips may step out from the cave they hide in and talk to us. The TSU series of remotes is a wonderfully complex product line. Being technical people we certainly understand that.
The fact that there are service issues is no suprise. The units are put in the hands of kids eating ice cream and dads spilling beer.
All we ask is to be informed and to be a little more open. And yes, if a design shortcoming rears it's head, accept responsibility and make it right.

GP

Have a look at [Link: remotecentral.com]

It may save you some money! Good luck.

Does anyone have any current information on trying to get a non-responsive screen repaired/replaced? I called 888-philips today and they said $120 to repair?