What is the point of having a tech support phone number that you never answer, never call back or never check your voicemails on?

Why bother calling? Their just going to say they’ve never heard of that problem or that part will be available in two weeks
Btw it’s a national holiday so that’s probably why they aren’t answering the phone

They also like to delete negative posts on their forum that shed light on nagging problems. Let's see if they can do that to the trolls here.

I called tech support today and left a call back number and received a call back in about 10 minutes.

Last week I called and sat on hold for 48 minutes and got an answer that I already knew from the issue.

It’s a hit and miss

This x 1000.

Our previous dealer would at LEAST answer their phone and tell you that you are the first person to have ever experienced, say... ...a dodgy connector on a T3-V.

But now, I keep hearing that you're lucky if the mobile number you call even gets back to you.

Where is Vincent when you need him?

Honestly.... who still uses RTI and why?

- quick, easy and innovative programming ahead of others
- competitive pricing
- touchscreens that work reliably and easy servicing when they rarely fail
- awesome live training
- new products all the time
- great tech support and solve glitches timely and as promised

I see what you did there

A$$hole........

I spit coffee on my keyboard!

Pretty funny though lol.

"I've never heard of that problem but it will be fixed in 2 weeks"

If you are like me, most are not, I use RTI primarily because I can program it myself and have been doing so for a long time. I had my days with the remotes, so I only use processors with iphone and ipad as the control. An occasional touchpanel, but mostly stick with ipad for on-wall. I have used the AD8 on smaller jobs with great results. I mainly just use RTI for control, and with that, it is perfectly reliable.

Do I agree with all of their decisions as a company???... no. Making product that can not even do 4K and calling it new........... is beyond me.

The "two week" joke is old, but I would love to see communication with dealers, real communication!!

As an example like the relationship we have with Jeff @ Zektor. Need a product... call him. Got a problem, they fix it, sometimes it is in "real time"!!!!! Short story:
We had a feedback issue, that we were working on, on one of their switches. Talking to Zonn(Engineer-available most times), he pulled his car over on the freeway in California, opened his laptop, rewrote the firmware, emailed it to us through his phone, fixed our problem......................BOOM!!!!!

That my friends is a company dedicated to service.

There are many other examples out their of companies going above and beyond, we have all, at some point, experienced it. I like doing business with people, not just companies, real people. I have been honored to be a friend to so many in all levels of this business from factory personnel to rep to distributor to other AV companies to other trades to customers. People like communication,respect, and relationships.

DON'T FORGET YOUR RELATIONSHIPS TO OTHERS!!

IT MATTERS WHAT YOU SAY AND DO!!

off the soapbox, thanks for listening, back to the original point......

I love the programming platform and with the Aleera graphics, my clients think it is the shizz.....


my nickle,
RR

You had me there for a second. Almost got one of my long winded replies I promised myself I would stop writing.

So glad I jumped ship 2 years ago. Never looking back. I cringe when I get RTI service calls where I actually have to go onsite and upload programming.

Though, I will say, that for a while RTI was the best option for my business and I thank them for that. They just failed to evolve.