I'm an end user with the same problem.

I reported this to my authorized dealer on 8/21. It took him until 9/30 to decide I should send him the remote. The package arrived two days later and sat in his office, unopened, for over a week. After begging for a status report, I was told on 10/15 that he is still waiting for Nevo to give him an RMA. UNBELIEVABLE!

My point: there are authorized dealers and then there are authorized dealers. It's a big crap-shoot!