i sent my personal remote back that was 18 months old. My kid ripped a few buttons out. I returned it to urc and they fixed it for free. Round trip, less than 2 weeks. i was impressed.

I'm not trying to start another CI debate, but my customers get a loaner remote when theirs needs service whether it be defective or kids/dog broke it. Its a service that comes with paying retail and dealing with a custom installer. I'm rather confident I'm not the only custom guy that does this.