Originally Posted by Eric Johnson
This announcement from URC is simply a clarification of policy. I'd like to remind everyone that for years, I have posted here and warned consumers that buying from unauthorized dealers is not a good idea.
Additionally, URC has always advertised our PC programmed products via our Custom Professional division. We make products for Consumers via our Consumer division. Our website and all advertising reflects this. When we speak about easy programming for a custom product, we have always been speaking to custom installers. When we speak about easy programming of a Consumer product, we are speaking to consumers. Easy programming means different things in different markets.
We do not warrantee product that is purchased from unauthorized dealers for a number of very good reasons:
1) The product may be stolen. As evidence, I would point out that we have purchased product every month from Ebay and other unauthorized sellers to trace their source of supply. In a few cases, we were able to trace and cut off their source. However, in too many instances, the seller has REMOVED the serial number!
2) The product may be sourced from a bankrupt custom installer. It may be old. It may be defective. It may be counterfeit. How is a consumer to know? Should consumers have to ask for photos of the serial number before they buy, then email us to ask if this is current, legal stock? No, they should be able to ask the dealer, "Are you an authorized URC dealer?"
3) Unauthorized dealers tell everyone who asks that the software is EASY, ANYONE can do it. SOME of the people who buy from unauthorized dealers ARE NOT prepared for the learning curve. These people obviously are not satisfied with advice on avsforurms, not satisfied with the manuals, and they call our custom profession technical support lines asking for step by step instructions over the phone. ALL TO PROGRAM ONE REMOTE. On the other hand, a custom professional , who programs fifty or more remotes a year and has a real issue (he can't get paid until the job is finished) can't get his question answered until technical support finishes with the consumer.
Yet the numbers of remotes sold through these unauthorized dealers are a tiny fraction of our custom professional business. An authorized dealer honestly explains whats involved and gladly offers the software to a consumer who is, as most of the poster here are, extremely intelligent professional people who wish to do it themselves.
We at URC want to make one point perfectly clear. We do not disrespect the DIYers here at remote central. We intend to continue to support this wonderful web site and a great group of enthusiasts.
An AUTHORIZED dealer is the right way to get honest answers and good advice. We give over 300 all day trainings a year to train our dealers on how to exploit the flexibility and customization capabilities of our software. They can advise you on how to unleash the software for your system.
AUTHORIZED DEALERS WHO GO OUT OF BUSINESS
For those of you with remotes that were purchased from an authorized dealer,
Fax me a copy at:
We will arrange for another authorized dealer to support you.
FOR THOSE WHO HAVE PURCHASED FROM UNAUTHORIZED DEALERS:
I'd like to hear your stories. Do your remotes have serial numbers? Who did you purchase them from? Do you have a copy of the original purchase receipt?
Please email or fax me at the above numbers. We do care about anyone who purchases our products or who has purchased our products. We simply want to ensure that every customer gets good advice and is well protected by a FACTORY warranty, not a shallow promise from a fly by night con man/woman on the internet!!!
My response to this canned bulletin can be seen at remotecentral - Page 10 of the "URC Policy Change" thread. You can read my other posts there also to understand why I am fuming. Eric, I will be contacting you directly if I don't get my software from my builder.