Unbox, power, and upload file to all RTI gear within 30 days of receiving or else...

Worst phone call I've had in a long time with mfg., RTI's biggest cheerleader (one of) just got pooped on! Disty's fault, mayhaps?..

Would elaborate if I wasn't afraid of getting whacked. Heed the above as standard practice.

yeah I have learned to never stock their equipment...order as needed...and what sucks about that is I ordered a T2Cs kit about "two weeks" ago and the customer is ready to go elsewhere.....

Treading lightly- Ordered T2C2.4 w/ ZRP-6 and ZM-24 along with other components ~Nov 3rd. Install was ~Dec 15th. T2C2.4 froze on initial upload. Bounced back and forth with mfg. and dist. and finally got RMA. New unit worked perfectly case closed move on. Got a call from dist. last week 'sorry we're sending this defective T2C2.4 back to you, and charging your account'. Got call last night ~ 7p from mfg. We went back and forth to really no resolve. I resigned out of frustration to 'buy' a new T2C2.4 for stock. My partner is miffed and intends to pursue the matter today.

Not to be all 'whatever' but I've got jobs to focus on, not a skirmish over a defective unit. Bottom line- do not allow anything to sit in your warehouse for 30+ days, you may eat defective gear. I do believe and always have, that this is good practice for FPDs, AVRs, and others- but never thought to do it for control systems. My bad...

RTI,

Paying attention?
This ain't working !!!!

I would call your regional sales rep from RTI and explain the situation. I would be shocked if he doesn't take care of it.

From my experience, the people answering the phones have ZERO leeway in the "rules." Any time I've had an issue with odd circumstances our regional (East Coast) rep got it taken care of.

Is this convenient? NO! Is it customer friendly? NO! ... but, for now that's what they seem to be doing.

AFter reading over and over about the PITA support that RTI offers I'm nervous as hell every time I put their equipment in a bid. More for my own reputation.

Some of my clients just won't handle their brand new equipment needing to be serviced in less than 6 months, they start thinking they were sold crappy equipment built by a crappy company and promoted by me.

IMO, its not worth the risk of losing a client, but there isn't many alternatives that offer the same level of control and appealing product. I sort of feel trapped.

The situation has been handled. Perhaps I was slightly brash regarding last post, however since then the right steps have been taken to resolve the matter. I do not enjoy veritable peeing matches in order to get results but we're all familiar with the greasy wheel effect.

We are in the early stages of two rather large 2way projects that I am still quite confident will be fantastic. Going forward however, the 30 day buffer will be at the front of my mind. Considering the fact that normally, a defective product is evident out of the box, we will be testing all units upon receiving. As I mentioned in last post, we have done this for all the other gear so...

To summarize, RTI makes great gear. The white screen issue on T2C's were all addressed quickly and without question. Battery issues are exactly that, so let your strings live on the processor to help. OLED screens are also a step in the right direction to better longevity. We've since migrated to doing more T3V's and have had no issues whatsoever. Tech support has always been fantastic, and turn around on repairs quick. I truly love this product, and the company in general. I am anxious for migration to capacitive touch-screens throughout the line-up but anticipate continued support and development throughout the coming year.

Is RTI stable enough?, hell yes!!

Looks like someone is back on the wagon!

Dealing with two white screens last week and one screen issue with a T2-B today. Yeah the customers love it when the equipment that fails.

Dig- I have a standard rotation of units, and if possible offer a loaner. If not I will walk through the usual suspects to limp them along. On/Off resets have become a staple in the overviews.

Regarding T2C's- we have migrated up to T3V's and down to T1B's for simpler systems. The U2 is seasonally ready for a comeback, figure the 'new ones' shipping will have battery door issue resolved;)

Totally, not like I was beaten and tossed into the van bud;)

This is so bizarre to me. I did warranty work for many, many home electronics manufacturers for 20+ years, and the prospect of unboxing every product to pre-test within 30 days is an unbelievable time drain and overhead expense. Mfrs always used invoice date as date of purchase and things worked smoothly. Bizarre days we live in.

I've been told that the invoice date is used as the RTI warranty date of purchase as long as it's within 6 months of purchase from the dist.

Is that published somewhere by RTI?

Why is this so acceptable? Do you do that with your other brands as well, your AVR's, Speakers, Amps, Matrix Switchers? I know we don't. Nor have I ever needed to.

This is a costly acceptance not only to make sure you have the product on hand to loan out, but also the wasted time doing ridiculous service calls. I haven't had the problems wtih RTI yet, but if I do and feel like I need to have a loaner at all times, I will be moving on. IMO, it makes you look bad and will eventually burn you in the ass with an upset client.


Agreed, even more wasted labor. We're in business to make money, not break even.

Call RTI to verify. They also cross-reference the serial number to the date of production. It seems to me that the OP had an issue with the distributor, not the RTI warranty process.