I actively advise against anyone buying this system without the most careful consideration; my experience with it, and with its customer service, has been completely unacceptable.
I purchased the remote through an authorized dealer, who also set it up.
From the outset the remote had an intermittent fault in its battery contacts, which causes it to fail; the fix is to extract the battery using the appropriate tool and reseat it; fix and repeat.
I contacted the dealer to get a replacement, who referred me to RTI Customer Support. RTI Customer Support referred me back to the dealer, in what was clearly a form letter response to specific request for support. Endless loop from which there is no escape.
Compound this with the fact that the software programming of the remote was never complete (buttons didn't work because of programming gaps and errors) and the fact that it’s not possible for the user to modify the remote if his/her system changes e.g., a change from an AppleTV 3 to an AppleTV 4.
All in all we have a product with good technical design that is brought down by a poorly thought out and poorly implemented business model – resulting in an expensive, inadequate, unreliable, and obsolescing product
Go to Harmony or URC as a better alternative. That's what I’m going to do.

Harmony would be the better choice for your needs. There is some sort of communication breakdown between you and the dealer. Both RTI and URC expect the dealer to support the end user, Harmony is targeted to the DIY.

That's a shame about your RTI experience. But you will have no problem going from ATV 3 to 4 on any remote you choose since they use the same codes.

Sounds like you didn't have a problem with RTI, but with the dealer/company you choose to do business with. RTI was correct in your dealer knows more about trouble shooting you equipment and would not need coached. But it lookd like that dealer should not be a dealer, if you story is the full story

John,
Yes, you DO NOT have a customer service problem with RTI, you have a customer service problem with a dealer.

You tell people to stay away from "this system" without naming the system in any way. That's of little help.

We might be able to offer you help but there's no clue in your email or profile where you are located. You could be down the street from any one of many conscientious experts here at remotecentral.

I wonder how you missed the fact that ATV3 and ATV4 use the same codes. Did you replace the 3 with the 4 and could not control the 4? Something is missing here.

Indeed, go to Harmony if you want to be the one who figures out how it all works, and are willing to have a product that needs occasional tweaking to make it work again. We installers don't want to sell Harmony because we want to use, for instance, RTI, where we make everything work right and the client never needs to tinker with it. And that brings me back to saying you've been having a customer service problem with your dealer.

It's a big red flag when a dealer sends you to customer support when he or she sold you the system. I would question the authenticity and / or knowledge of the dealer in terms of being an authorized, full service RTI dealer.

It is a shame that you completely bash an excellent product and company. RTI uses authorized dealers to handle problems because it doesn't have the type of support staff necessary to deal with everyone's clients. In addition, URC has the same exact policy. I don't wish to pass the blame on you, but you should have been a bit more diligent in identifying a suitable dealer. However, if you were misled in any way shame on the person who sold you that system. The truth is that RTI is available through distribution, and there could be installers out there that will sell the equipment in order to make a quick buck, only to send the customer away if there are any issues.

In any event, I would be happy to help you in any way possible in order to address your problem. If you have the original receipt I would be happy to facilitate the repair process and speak with RTI on your behalf.

Regards,
Vincent
Total Control Remotes LLC
www.totalcontrolremotes.com

URC is the same and if you choose the wrong URC dealer, the result will be the same. If you want DIY then Harmony is your choice and it's a POS.

Have you looked for a different RTi dealer in your area? RTi makes great equipment.

That being said, if a customer contacts the manufacturer because of issues with the remote and the dealer won't help, they should step up. It seems like they've forgot who their "real" customers are, the end user, not the dealer.

I have been contacted many, many times over the years by RTI in an effort to help clients who have had complications with the installer. These issues range from the dealer going out of business, souring relationships, communication issues, and other. I would not rush to judgement in assuming that RTI shut this client out. I have offered to help him and have not heard from him.

I am not making any accusations, but some take issue to the fact that they cannot help themselves by obtaining software / resources and programming the system themselves. Sometimes they bash the policies and support level when in fact they were never open to working with an alternate dealer in the first place. I sincerely hope this is not one of those times.

Pro Control, which is owned by RTI but somehow mostly separate... anyway, Pro Control Technical Service just helped me out of a jam that I could not work out. See [Link: remotecentral.com]

I've been bashing my head against this problem for several hours (over several weeks) and the Pro Control guy solved it in five minutes.

But back to the subject here: I AM THE DEALER, even though my programming skill with Pro Control is very shaky. I'm not the end user trying to get support. Your problem is a dealer problem, not an RTI problem.

RTI is so easy to program yourself, all these people are making it look like this is rocket science. You should be able to setup everything yourself, the only thing is you should not be eligible to warranty of any kind. You want warranty and support and don't know how to program it - go through authorized dealer and installer.

Not helpful. Maybe you should start a thread praising your abilities.

Right. All the OP has to do is become an RTI dealer and learn how to do everything himself or invent a time machine. Easy peasy. Great advice!

I had a simple remote control that was fabulous before changing to RTI at the suggestion of a new dealer. Ever since, I've had nothing but trouble. This is such a poor product. Please just give me back my simple universal remote control.

VERY unsatisfied customer seeking a solution.

Sounds like your "Dealer" wasn't proficient in programming or client skills.
RTI is extremely easy to use if integrated correctly by knowledgeable Professional.
Sorry you had such a bad experience.

Sad to hear Brookes experience. RTI's mantra is all about personalizing and providing the customer with an extremely custom experience that has to be simple. Clearly, Brooke unfortunately selected a dealer who could not properly deliver a system that met his client's expectations. In my experience I have seen that happen with all major systems, from Crestron, to C4, to Savant, URC, and RTi is no exception. The quality of the remote is all about the quality of the programming. I would like to share some advice on those who wish to pursue RTI as a control solution and hopefully avoid the experience Brooke describes:

1) RTI has been around for a pretty long time. Find out the dealers experience with RTI, if he has completed an aptitude test and received all the required training. (There are physical ways for them to represent this).

2) Ask to see some of the past work the dealer has performed and even some local references. Depending on your system it could be worthwhile to actually visit with a client to see what their experience is like.

3) Ask for an executable. RTI provides dealers with a way to create an .exe executable file that will run on any windows based computer that will mimic the controller's interface and experience. You can see other clients interfaces and even your own and see if it is in line with your expectations.

4) Screenshots and flowcharts are always great as you will learn how your interface works and what features are available.

5) Give your dealer a list of your expectations, don't let him guess. Tell him what is important to you (and what is not). Give them an idea of what you expect from the interface in terms of simplicity. Chances are if you have an experienced dealer he will know what deliver, but it is always good to give him as much input as you like.

If done right, just like other systems, RTI can be a highly powerful, enjoyable and reliable system. The dealer's ability to make it look, act and perform exactly the way you want is a huge advantage.