I purchased the NEVO SL as I was wooed by its very slick looks, the customisable user interface and the NevoStudio software for fully customising the unit.

Unfortunately my experience with using this device has been extremely poor. My major complaint is the amazing lack of user support for the device.

I realise that this may be specific to Australia, but they make the user experience very poor for end users.

Don’t take this as an uneducated rant as I have been able to use the software to programme the unit for the remote controls that I have been able to work out, but I bought this unit to replace ALL my remotes in my home theatre.

Here are my issues with the device (any constructive comments on these are most welcome)

1. Why is the end user support by UEI so poor? I have no access to downloads, software updates and the UEI remote command database. The only way you seem to get access to this is if you can be registered as a dealer. How does an end user get access to these?

2. The NevoStudio software (1.0.0.344) has the ability to connect to mynevo.com for software updates & registration. Neither of these functions are connecting on any of my PCs I have installed the software on (3 PCs connected differently to the Internet). Every other piece of software on my system can update online so it is not a connection problem to the Internet.

I’m looking forward to getting these things resolved so I can use this device properly, but if I can’t, I will be forced to return the device for a refund as it does NOT function as advertised.

Shane.

Just go to Register Online under Help in Nevo Studio and you will have access to software updates.

Dennis

I'm not sure how Universal Electronics is supporting the Australian market, but with the issues you are having, I'd definitely try to get a tech on the line to help you out.

Don't give up on the remote simply because your software can't upgrade itself. Thus far I have had fantastic results with my NevoSL and think it's the best remote out on the market, bar none.

On a side note, agian, I don't know how NevoSL is being distributed in Australia, but here in the states, NevoSL is NOT available to "end users". It's being distributed exclusively through the custom installer market which has a totally different support structure than the consumer electronics market.

Good luck and hope you get your software issue resolved.

The NevoSL is sold the same way in Australia, or at least it should be. Shane you should go back to the dealer that provided you the remote and they should be the ones helping you. If they need assistance, then the distributor (Amber Technology) should be there to help them.

I'm not too sure how you purchased it, but it sounds like it wasn't done the way it's suppose to be.

ShaneW, do as was stated. Register your software and then you should be able to download updates, and get access to the online database.

Guys, first thanks for your responses.

I cannot register the software as I get this error.
From the User Registration - Welcome screen, I click Next>, then this error appears
"Remote connection fails with operation times out. Please check your internet connection and try again."

Secondly, if I select menu item HELP-CHECK FOR NEVOSTUDIO UPDATES, I get this error
"It is not possible to contact myNevo.com server at this time. Please check back later."

As I stated in my first post I'm on a broadband cable connection and everything else on my system can auto update fine.

I purchased the software via a local Australian dealer "Electronic Enterprises". They have been unable to assist me so far.

Shane,
I heard about this problem from someone else and part of the problem is that the NevoStudo software (344)you are using is a "pre-release" version. You need to get an update to the 364 version and install it, then you will be able to get on the website and do the NevoStudio update and then the NevoSL firmwae update.
You should be able to go back to the dealer where you purchased the NevoSL and
get a CD with the 364 doftware on it.

The reason that the support is not geared to end-users is that the company is targeting this product to professional installers who are going be able to integrate the NevoSL into audio/video/home control installations and give immediate and local support.

Call the tech support people and get someone on the phone who can get you the
364 version update.

Wrong wrong version! That(1.0.0.344) seems to be a pre-release BETA version! It doesn't have all the features!

Get the 1.0 or 1.1 released CD and install the software! The correct versions are:

First release: 1.0.0.364
New Update will more features: 1.0.0.437

Oops! I mean the new version is 1.1.0.437

UPDATE: Still waiting on Electronic Enterprises (Gordon, NSW, Australia) to get their act together and send me the updated software. Unfortunately Electronic Enterprises have been very poor product support to date.

Anyone know if this is available from somewhere else to please?

thanks,
Shane

Take the product back to Electronic Enterprises and demand your money back. Then go to a dealer who will treat you right. You should also contact UEI and tell them what happened. UEI insists that their dealers provide good support. If they learn that a dealer is not doing that, they should be willing to help you directly.

Hi Shane,

What is being said above is correct. Electronic enterprises should take full reponsability for your on going service needs. What city are you in. I am an integration expert in Sydney and have a lot of experience with the Nevo SL remote. Let me know your contact so I can quiz you directly on this.

While I am on the subject though, and I think some of you have heard from me B4. I am still having trouble getting an answer out of UEI with regards to controlling the DSM-320 media lounge. I know it works in the states but it does not here. UEI have not been coming to the party on this. If anyone has any contacts with Nevo can u please put in a direct word for me. They seem to be ignoring this problem. Even their website now says that this product is compatible. I need answers on this urgently.

Also has anyone had any success setting up the new 1.1 version secure WEP key settings?

Cheers

SUCCESS! I've been contacted by a Scott McKenzie of the Australian distributor (Ambertech - www.ambertech.com.au) of the product after he read my previous post and he has gone out of his way to assist me in getting access to the updated software.

Scott has enthusiastically followed up with me to ensure that I have everything working and has restored my faith in the NevoSL product. I am now able to access the mynevo website, update the firmware and he has also further assisted by providing code sets for the new Foxtel IQ system I have.

I'm relieved that I can now finally use the product for what I originally purchased it for.

Unfortunately, I am still very disappointed that Electronic Enterprises of Gordon gave such poor customer support, including not following up in any way and will therefore will not be getting any return business from myself.

Again I'd like to thank the many people on this forum, especially Scott Mckenzie that went beyond the call of duty, that have posted assistance to my query it is greatly appreciated.