I bought a TSU-2000 a couple months ago and love it. I convinced a friend to buy one, and he just received it. His came taped together, and the wrap around the pronto seemed to be torn slightly. The screen appears to have fingerprints on it. There is no Pronto Edit CD included. However, the manual says that the software is available by download. It makes no mention of a CD-Rom included.

My first reaction is that this is used, returned, refurb, etc. I called Philips to ask them about what their opinion is, and they stated the following things that trouble me-

1. A distributor has probably opened the remote and messed around with it first.

2. It is probably the European version, despite the fact that it says TSU-2000 both on the box and remote.

3. He also disputes the fact that my friend and I got manuals included with the Pronto. He suspects that this is an "aftermarket" manual. What in the hell is that? Who would do that? Why?

4. Philips had problems with Pronto Edit in the past and sporadically removed the CD-Rom from the package.

DOES ANY OF THIS MAKE ANY SENSE?

Where did your friend buy the unit from? Philips does not sell directly to the public. I would send the unit back and get a new one. This sounds exacly like what Philips told you. Someone opened it before it was shipped out. Yes, it should come with a CD. These were not supposed to ship with a manual. Philips has no problem with ProntoEdit. The Philips call center is not responsible for the technical support of ProntoEdit though, only the software that is on the Pronto itself, when you receive it. Many people call them for technical support in ProntoEdit, and then complain, when they don't get it. That is not Philips' fault. Those people should go to www.prontoedit.com for technical issues with the Pronto Edit software.

When you say Manual, do you mean the 50+ page users guide? Mine came with one! Received it Monday.

I need to clarify-

He bought from a Philips dealer, as did I.

I'm aware of the issue that Philips does not support Pronto Edit. It is freeware, use at your own risk.

And sorry to inform you, Clove, but Philips customer service claimed in 2 separate phone calls that there have been problems with Pronto Edit in the past and that Philips reacted by ceasing to include Pronto Edit software in the packages.

I'm not complaining about a Pronto Edit software problem. I'm confused about what could really be going on. I'm not even disputing if someone opened the box and played around with it. Can you tell me, Clove, if someone did remove the CD-ROM before shipping, then why would the box and manual say to download the software from www.pronto.philips.com? When I called the customer service people, they couldn't find a place anywhere that you could download version 2.0!

And I find it very hard to believe that the only other person I personally know to have bought a Pronto got a manual as I did, but they are "not to be included." How did we get them? That's a helluva coincidence! The manual is pretty long, has "Philips" written all over it, is copyrighted, and has obviously been professionally created. If you didn't get one, I think someone opened your package and took yours.

Craig-
Yes, I mean the user's guide, if that's what it's called. That's three of us! Boy, Craig, are we lucky to have received a manual that shouldn't be included!

Hope this helps,

I purchased my 2000 in Feb. It shipped with the unit, batteries, serial cable, ProntoEdit CD and a Manual.

On page 38 the manual mentions Prontoedit available for download.

Page 2 of the Manual states that "In the memory of the Remote Control, RC codes are stored to activate different brands for all kinds of of video and audio devices."

This shows that Philips didn't just put 1000 manuals in the 2000 boxes.

Philips probably edited the manual for the 1000 to make it applicable to the 2000, but they forgot to remove the line about ProntoEdit on page 38, as ProntoEdit 2.0 for the 2000 was not available for download when the unit was released, but it WAS supplied on the included CD.

My manual also makes no mention of an included CD, obviously an editing oversite on Philips part.

So, your friend should return his unit to the seller and obtain a new-in-box unit.

Good Luck

Where did he buy the unit and what has that retailer said about it. I don't understand why Philips was called directly instead of with the place you bought it from. Maybe you did do that and just didn't print it. And sorry to inform you, Jonathon, that call center is wrong. Philips is still shipping the ProntoEdit disc w/ the TSU2000's. I just checked the shipment I received today and it's there. There was also a user's guide for Pronto which, if memory serves me correctly, has always come with the unit. I wonder if Clove was thinking a "ProntoEdit Manual" and not the Pronto User's guide. Also, PE2.0 is not available for download yet (someone please correct me if I'm wrong) so the call center has made another mistake there. At any rate, I thought Clove was trying to help and your tone to him sounds not so nice. The real problem is your buddies' Pronto was obviously opened and messed with. There are fingerprints to prove it. Have him return it and get the new one he ordered.

I just wanted to say that I did some checking and could not find the Pronto Edit 2.0 anywhere for downloading either. I'm going to see if the customer care center can post it to an X-drive somewhere and advertise the link here. I don't know if they are allowed to do that or not, but I'm going to ask. I am also surprised that these units are shipping with manuals. This is the first I have heard of it. I think it's a good idea though. Many people do not like getting a manual only on CD. I don't. I had been told that these only came with the CD. Obviously, my source was incorrect. Also, about the "Philips Dealer" that Jonathan's friend bought his unit from; that person must not be working directly with Philips, unless Jonathan's friend is a retailer. Philips has sales reps that sell to distributors. The sales reps for those distributors, in turn, sell to the retailers, and the retailers are the ones that sell to John Q. Public. Thanks for letting me know about the manual. And thank you b. for your defense. I am trying to help.

ProntoEdit 2 isn't available for download due to concerns with other Pronto owners downloading it and messing things up... but I'll ask Philips if I should put it up.

I bought mine 2 months ago. It was a TSU-2000. It came with a Pronto users guide and the Prontoedit 2 cd rom. Sounds like this dealer you've bought from may not be trustworthy.

Maybe your unit is a "B" stock merchandise. Did you pay full price? Some merchandise are classified as B Stock and sold cheaper than others ("A") stock merchandise eventhough they are all brand new in the box. If your retailer is a discount store, chances are that the unit is "B" stock, even if it is a philip authorized dealer.

The TSU2000 comes with the Users Manual and Pronto Edit 2.0 on CD. The download that the call may be refering to is the firmware fix for when the wrong version is used on the TSU2000. This is to bring your brain dead pronto back to life.

P.S. I almost forgot. There are no TSU2000 that have been refurbished for resale at the present time. I am sure Philips will be sending out refurbished as replacments in the near future just as they did with the TS100X. So keep this in mind for the future.

When I pay my hardearned cash for a product. I expect a sealed, unmolested product. Bottomline is your friend recieved an opened product. I bought my Pronto last week and it DID have a manual AND prontoedit 2.0 CD. Your fried should not settle for anything less. Just my .02 cents, but I think your friend should immediately return the Pronto and demand the money back. I would also make sure not to ever spend a penny with the same merchandiser again.
Good luck getting this rectified.

M.