It's interesting that a search through both the consumer and this forum has very little comment about the URC service experience. Must reflect a general positive experience, but I'm currently more neutral and probably leaning towards disappointed, so I thought I'd share.

I purchased an MX-900 from an AD (BlueDo) in late September that arrived in October. By the third week of November it was malfunctioning (an LCD problem).

I contacted both BlueDo and URC. BlueDo punted me to URC for service. I am a little disappointed in BlueDo in that this was clearly a defective unit and even it was more than 30 days old, I think they should have replaced it and sorted it out with URC themselves. Nonetheless, they weren't leaving me without recourse and I don't want to make too big a deal out of it.

URC was very helpful initially. They gave a loader reboot sequence to try and when that didn't work, they provided an RA#. I sent the 900 in (I have USPS confirmation that it was delivered) and haven't heard anything since. I was told a 2 to 3 week turnaround and they would ship via UPS ground.

Here's where my mild disappointed becomes more pronounced. It cost me $20 to ship a unit that was less than 60 days old to URC for repair. Given the age of the unit, it is pretty obvious that it was a defective unit and it should simply have been replaced instead of me waiting for repair. The repaired unit could be dealt with like any refurbished item. Further, I live on the west coast in Canada. UPS Ground will be a 7 to 10 shipping experience, not to mention that UPS in Canada is a brutal service. For the same cost they could USPS Priority/Canada Post to me and I would have it much quicker. Their response was that if I want air, I have to pay for it. Further, I e-mailed them yesterday morning for an update. Haven't had the courtesy of a reply.

As it stands, I have been without a functioning remote for almost as long as I had a working one. I have no idea whether a replacement has been shipped. If it hasn't, I am now probably looking at early to mid January for a working remote.

For a premium product with a premium price, warranty service that amounts to a six week (or more) turnaround on a six week old device does not exactly satisfy me that URC values customers. I'm not complaining about the cost of shipping the unit to URC, but I don't think it's too much to expect that an express shipper be used for the return of the item without me having to pay for it.

That's where things stand now. Just wanted to share and see if my experience is typical or unique. I'll update as things unfold from here.

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.

Try calling URC on the phone if you haven't already. Much more successful than e-mail.

oex, not trying to prolong the debate;) For my needs, CI wasn't necessary. I spent the first 5 years of my working life in the retail business and installs were part of making sure I made decent commissions. Pretty effective at programming a remote.

OTA, would love to try and find the time during the workday to phone. Given the time difference I have maybe a five hour window and am currently completely snowed under at the office.

If you can't find 15 minutes during the day, sometime over a 6 week period, perhaps you should have purchased through local channels, where they would have taken care of returns and repairs for you during the warranty period!

Sorry, but your story sounds like someone who wants to complain, rather than someone interested in a solution.

What, I'm not allowed to be hard working and diligent in my employment responsibilities? I am insanely busy this week and I don't have time to make a phone like this. It happens.

As far as local goes ... URC's Canadian distribution is brutal and, on principle, there should be absolutely no discrimination towards an online purchase.

However, I did hear back from URC today. The remote shipped on the 13th and should be delivered later today. I had asked that they contact me before shipping so that I could specify work or home address based on my work schedule and I may miss the UPS guy because of it ... but all in all, three weeks total turnaround is better than it was looking.

I've had exemplary support from both BlueDo and URC.

I originally purchased an MX-350 and an MRF-250 RF/IR expander for use here in Australia. The MX-350 worked fine in IR mode but the MRF-250 refused to respond at all to RF. I purchased the "supported" 240V to 110V converter for the MRF-250 but still no go. BlueDo exchanged the MRF-250 but still no go. I upgraded the MX-350 to an MX-650 at a very reasonable upgrade price from BlueDo. Still no go.

So I rang URC and talked to a very helpful guy there who suggested a couple of things. Still no go.

I eventually got my soldering iron out and disconnected half the front blaster IR LEDs from the MRF-250 and IT STARTED WORKING! I passed this information back to URC.

Anyway, the assistance from BlueDo and URC was exceptional - even though it was the MRF-250 design that was at fault.

My experience with URC has been excellent.

My MX-950 wasn't charging properly, and it wasn't the battery. I think it was probably my own fault. I sent the remote to URC, with a letter explaining this, and asking how much it would cost to fix. Four days after URC received my remote, I received a brand new MX-950.

I'm surprised at how they're handling the whole "software download" issue, but their customer service is top class otherwise.

Received my repaired 900 today. Twenty-four days total from when I first contacted URC. I would rate this overall as decent, but there things that other companies do that URC should be doing. First, they should send prepaid shipping boxes. That's now the standard in the consumer electronics industry. Second, all shipping should be done by air. It took nine days from when the item was shipped from URC for me to receive it. Again, that's the standard today. Third, a little better turnaround time in their shop would be nice but ten days isn't all too bad either.

I sent an MX800 in for a client who had punched out the ON and OFF buttons. Not purchased from me, no idea of whether it was in warranty or not, I just sent it in to fix up the client.

It arrived within 10 days just like new with no charge at all.

URC is shipping UPS Ground to Canada? Gee.

Just as long as they don't ship UPS ground to Honolulu!

Yes ... UPS ground to Canada. Couldn't possible be a worse choice. I gather UPS does a good job in the states, but they're brutal up here.

In this case, it took 9 days. The same package via postal service would have been 4 to 5, the same with another courier (eg. DHL/Purolator).