I'm reposting a post I made several pages ago in the "new URC policy thread" that went unanswered. I'm asking how us AUTHORIZED purchasers who are now falling through the cracks in URC's policy are going to be supported by URC with the new "Complete Control", future updates, and programs. (i.e. not download a copy of the July program we already have)

I'm trying to give URC a chance, but I STILL am not getting a response. URC, we're trying to be fair and understanding, please contact us!

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I've been a URC owner for 4 years now, and won't debate this new policy, as others have hashed it out extensively. However, I'd like to focus on something I'm not seeing addressed here or in the policy itself, which makes me concerned. This is my first post, just for this new policy. I don't think it's quite so simplistic and black-and-white as URC's policy, and would like to hear how they plan to address many people in the following categories of AUTHORIZED purchasers who seem to be falling through the cracks:

All of these apply to those who made AUTHORIZED purchases but now seem to be neglected by URC's policy.

1. Buyers from an authorized dealer that now refuses to provide support. (i.e. the buyers are asking the dealer for support this week and are receiving replies of, "we only stock and sell the remotes, not provide software"--it's already happening)

2. Those who received their remotes as gifts, where the gift giver purchased from an authorized dealer but wouldn't even think of documenting for this long where they bought it from. (or the recipient doesn't even know who gave them the Christmas gift, etc)

3. Buyers from an authorized dealer that have lost or not kept their original sales receipt, as it was many, many years ago.

4. Owners who bought it from another owner that bought it from an authorized dealer.

5. Buyers of A/V components from authorized dealers where the component came PACKAGED with a URC remote.

6. Buyers from authorized dealers who have since gone out of business.

I have two MX-700 remotes, one of which falls into category #5 above. I bought a $6,000 Parasound C1 A/V controller that came packaged with an MX-700 remote control. I bought it from an authorized Parasound sales source as listed directly on Parasound's website. (www.parasound.com) However, the place I bought it from does NOT sell for URC directly, (as with many other Parasound dealers) so I don't have access to URC support. I have never contacted URC for instructions on how to program my MX-700; I have done all work myself, and frankly, I'm disappointed in URC's publicly released statement about this new control program, saying that these remotes are not intended for the end-user use, they are intended for CI's only. Well, I feel that situation #5 as listed directly contradicts that. Clearly, by URC packaging these remote controls in MORE THAN ONE manufacturer's components, they intend for their products to be installed and used by end-users. Otherwise, every authorized seller of these other manufacturers that package URC products would also be required to customize and install the URC product contained in it, fully trained by URC like actual URC dealers, before handing over the component to the end user.

Again, I'm not debating whether UNAUTHORIZED buyers should be supported. I'm only wondering how URC intends to support us AUTHORIZED buyers that don't fit neatly into URC's stated policy. I'm also the moderator of a large club of Parasound owners that are all concerned, wondering the same thing. I'm sure there are many other owners out there of other manufacturer products that also came packaged with URC remotes, that are wondering the same thing. Not to mention those that fit into categories #1-4 above, or others I'm not thinking of.

I've had an E-mail question to URC in for a couple days now, about how they will address these, but have not heard back. I'll withhold final judgment on this policy until this is addressed, at the least.

I fall into category number six. I contacted Eric at URC and he took care of me right away (I did provide a receipt for my purchase).

Bob

The MX-700 has not had a new live update in a long time. They are no longer making any changes to the software. Kind of like my 2000 version of Quickbooks. As long as you have the software, you will be fine.

Is this afirmative information, or?
(And I do understand&accept that someday the MX-700 will drop out of active maintenance)

At least they still do update the database for this unit. (Just noticed that yamaha RX-V2600 been added as several devices :-D - have to take a look at them soon, maybe can get a better controller for me...)

Yes, there has not been any software changes to the MX-700, and there will no longer be amy more. As for the database, you need only to come to the files section of Remote Central to get the latest codes. Also, most electronics companies other than very low end companies such as Colby, don't change codes every model year. Codes from my kids 27" Sony which is about 12 yrs old will work with the latest Wega I installed yesterday.

Bump on my posted question here regarding AUTHORIZED buyers like myself that are not supported by URC's new policy. This is now the 6th time I've posted this question here in these forums, and I've sent two messages, one E-mail direct to Eric Johnson. I have yet to hear back.

URC, I realize that you're busy with this new policy, but I've seen you post here multiple times, mostly to argue with unauthorized buyers. I'm trying to be patient and give you EVERY opportunity to show that you're supporting all your authorized buyers--please contact me regarding how you intend to support AUTHORIZED buyers like myself that are not covered by your policy.

I'd call if I could, but I'm in the military and currently deployed to the Middle East. I don't know what else to do to get support.

Capt. Chris, I have a question for you.
1. Do you have the current software for your MX-700?
If the answer is yes, then URC's new policy does not effect you in any way, since there will be no more updates to the software for the MX-700.
If the answer is no, then you can go on URC's website, register your remote, and get the software.
It's realy that simple for your specific case.

Greg C,

Can you not read what Captain Chris has written! You have failed to address his issue in each of your 3 responses. He want's live update to work, so that he is supported with the most recent IR database.

When he bought the remote, this was clearly the case that URC provides this service on these remotes. I understand why these people are dissatisfied with URC's handling of this. They were promised a service, and URC is no longer keeping their end.

If you're just going to come back and tell him again why he doesn't need live update. Save your keyboard, spare us the characters. We've heard you plenty of times with your responses that don't address the issue.

Well said.

With reference to the original post, I'm in category 3, "Buyers from an authorized dealer that have lost or not kept their original sales receipt, as it was many, many years ago."

I have no idea where my receipt is, and I don't even remember the identity of the vendor from whom I bought my Aurora, let alone whether they were authorized to sell me one. I got my remote almost a year ago, and my purchasing info is likely gone forever.

I finally find the perfect remote (MX-500 came close), and URC goes and pulls my hardware database and programming software updates. LAME.


-- Milo

Yes I agree.

URC what are you thinking?

I STILL have not heard back from URC, and my messages to URC and Eric Johnson direct still go unanswered after a week and a half. I'm noping to get a general answer from URC for all of us that are in various situations of AUTHORIZED purchasers that are unsupported by URC's new policy, but at this point I'd be happy if URC just answered how they do or do not intend to support me personally. And then I can pass it onto my club of Parasound owners to tell them URC's official policy for us.

What I'm hearing through unofficial sources, such as here in this thread, is that URC does not intend to support us, and specifically on the MX-700, does not intend to provide any future updates at all, through the new Complete Control program or not.

I'd just like to hear it direct from URC, either in these threads, through the E-mails I've sent to them, etc. When I'm done with my military deployment in 3 months, I'll call them directly when I'm in the US again. But until then, I'm trying everything I can think of to get URC to talk to me, trying to give them every opportunity, and give them the benefit of the doubt.

I do hope URC takes the opportunity.

Captain Chris,

Have you tried contacting Parasound customer service? Seems like they should be able to turn the screws, and put a little pressure on URC.

It's a lot easier to make the rantings of a raving lunatic sound idiotic. I believe URC isn't answering your questions, as they are thoughtful, and making you sound like a raving lunatic they shouldn't have to support, is just not possible.

Good luck to you. I've had my call in to an authorized dealer for almost a week now, and they still can't seem to figure out how to get me software. If it goes much longer, I'm just going to ask them to take the 11 month old remote back, and give me a refund! Perhaps that will get some action.

I am sure if you hopped on a plane and went to the URC corporate offices and told them what there situation was they would be happy to help you out. I would probably be easier to do that than find that long lost receipt. I can't believe that they are not providing the updatable software using the serial number registration. They must believe we all have nothing better to do than spend hours searching for receipts and trying to remember which vendor we purchased from. I have four home theater set ups in my house and have helped friends set up over a dozen others. All have utilized URC remotes. I would be hard pressed to determine where each of the components I purchased came from let alone try to locate the receipts.

URC give us a break, PLEASE. If what you are saying about your policy decision is true, there should be no reason not to provide the updatable software from your website via the serial number route. All of my remotes have serial numbers.

I would encourage everyone to send a nice letter (don't call) to the manufacturer of the equipment with which the URC remote came packaged, demanding the software.

Also suggest to them, that if they want your business, they should include a remote from a different manufacturer with their next model.

This is the only way to get results. URC has clearly shown that they don't really care about what we say on this forum, and think that as long as there are no potential negative repercussions, they can screw their customers with impunity.