Forgive me for using this forum for a rant, but I really need some help.

I bought my 9600 back in October. It worked great, I developed an almost-complete set of pages for my home theater, and I was very happy with the product, until ...

In early January, I started getting random lock ups, spontaneous resets and power-on's, and finally the touch screen became inoperative.

I posted a thread to this list about the problems. Within a day, a very helpful engineer from Eindhoven PM'd me and asked me to get an RMA number and send it to L.A. He was convinced that it was a hardware problem, and he wanted a tech to evaluate it.

I did as he asked, got an RMA number and FedEX'd the unit to the repair facility. The Philips web site says that they received it on Feb. 26th.

Three weeks later, having heard nothing, I called the toll-free number and talked to a CSR, who was very cordial, but unable to tell me anything about the status of this; she asked me to call back in a week.

A week later, I called again, got a different CSR, who told me (after quite a while on hold), that the problem is that they had "lost" my shipping address. Of course, they still had my e-mail address and phone number, but that's another story. This CSR said he'd look into it and expedite it, if possible.

Another week goes by: I called again today, and after getting a "no information" response, I asked for a supervisor. After several more minutes on hold, this supervisor told me that he'd checked with "customer relations" and that the replacement hadn't even been ordered yet! He said it would take "one to two" MORE weeks to order the replacement, and that meanwhile, no one would be able to contact me with an update.

Assuming that they do what they told me they would, it will be a full two months since they received the unit. The "warranty" and RMA confirmation both clearly state that the policy is "replacement." I guess the non-existent fine print says "eventually, maybe."

So, my purpose in posting this isn't just to complain, but to ask if anyone here has any contact information for someone in authority at Philips USA -- something else that I can try to at least get a straight answer about when I might expect my $1000 remote control back.

At this point, I'd appreciate any suggestions. Fortunately, I kept the last e-mail from the Eindhoven engineers, and when I get home tonight, I think I'll reply to his e-mail with a copy of this chronology. Perhaps he can find someone on "the other side of the pond" who can help me.

Thanks in advance,

-doug-

I just logged in 5 TSU3000's a little while ago, and have several more to work on. Good luck, you will need it

I got one TSU3000 back when the editor would just eat your computer.... never touched a black and white pronto after that. I held off on the 7000 untill I ren out of the 6000s and have had about4 RMAs on the 7000~7500 series out of several hundred programmed.

With the 9600... well I was in the earliest class I could get in. Kind of bummed that I was going to have to redo a lot of graphics.. but the Escient volume control was messed up at the time. Plus the DVD server feature still doesn't work, and that is what we bought it for. I tried it a few times with just generic macros when people here said they were missing codes... that happened too. SO basically my one 9600 and 9400 just sit in the boxes in my test room.

The RFX6500 was SOOOOO MUCH better that the 6000. Use them all the time and am much happier with the rang and reliability. Only thing I really had to watch out for was the antenna lead being too close to AC wires, well that and the flasher cables don't like AC wires either.

As for RMAs. I could hit my local A#$D with a rock from my front door. When I have a RMA I just take it to them and get a replacement. If I need a different product... well that is a bit more of a chore. But they are more likely to listen to my bitching if I am standing infront of them.

Doug,

I feel your pain. Philips support is possibly the worst in the industry. Had numerous remotes in for service, with Philips dropping the ball consistently -- lost remotes, parts out of stock for weeks, remotes sent back un-repaired, remotes sent back sans batteries -- it goes on and on. A nightmare for sure.

Dawn

Bumping my own thread with a couple of corrections and a status update:

First, I want to reiterate that my dissatisfaction is NOT with Philips NOR with the Pronto 9600. I realize that even the best products from the best manufacturers sometimes fail. My issue is simply with the repair facility (which is in Arkansas, not L.A. as I'd originally stated -- correction #1).

Second, I received a PM from the software engineers that I'd mentioned. Correction #2, they're in Brussels, not Eindhoven. Apologies to them for that.

They offered to intervene in my behalf to expedite the return of my baby.

For this, I'm very grateful and once again hopeful. They have always been exceptionally supportive and quick to reply.

I just wanted to thank them publicly for their offer of assistance. The next time I'm over there, I think I'll stop in and buy them lunch!

-doug-

The replacement 9600 arrived yesterday, and all is well.

Although I had only sent back the actual remote itself, the replacment included the full kit, so I got a free docking station and extra power supply out of the deal.

Once again, my sincere thanks to my new friends who graciously helped me out with this!

I remain a loyal customer!

-doug-

30 day return policy in the south west, does yours have a different policy??

I have about a dozen RFX 6000's in the shop, will never use one again.