First of all, I would like to offer the customer a free service call for the firmware upgrades simply based on getting this resolved and keeping a customer happy That is ultimately a 100% solution for the customer at no charge.With that being said, I am also obligated to defend the claim as reported The issue the customer has is actually with the manufacturer (Pro Control) of the product as opposed to the dealer (Elevated Electronics) The remote has a year warranty (which was disclosed), and no promises were made of free upgrades for life The remote has been delivered, programmed, and in use since July 1, without issues The manufacturer has offered a new firmware version to improve reliability and increase battery life The manufacturer has made no arrangements for the dealer to install these upgrades at no charge, and the dealer made no promises to install all future upgrades for free It was the customer's incorrect assumption that this should be done Simply put, after year, the remote could have been called defective and the warranty period would have been expired, and the Revdex.com complaint would have never existed Fortunately, the manufacturer continued to develop new firmware (the equivalent of buying a computer with Windows 7, and years later releasing Windows 8), but nobody would expect Windows to be free The upgraded firmware was created and made available to dealers in order to keep the same model of this remote current and adding all of the new features and codes It also happens to utilize the built in memory in a far superior way, which means that it can run for significantly longer without ever having to be rebooted (similar to your smart phone running out of memory) Simply put, the customer purchased a computer device with a year warranty and has used it for almost years, and has an expectation that because it costs $249, it should be included in that price that someone drive to his home and install updates for life at no charge We believe that a service call of $for out of warranty, on-site upgrades was not out of line, thus warranting a complaint with the Revdex.com.With all that being said, we are still willing to perform this service at no charge because we believe in doing what it takes to make the customer happy, provided that the customer sees this as a satisfactory solution
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Kaplan University
Two issues:
One, it was never disclosed orally or in writing that it
would be an on going cost to maintain the ProR wireless remote controls. I would have never bought them and
would have asked for other remote controller options. That alone warrants a complaint with the Revdex.com
Two, from the last email with Trent *** on February 29th,
quote: “With that being said, you might find it online or call the company
and ask if you can have it.”
Taking Trent ***’s advice, I researched Pro Control, LLC
and after talking to the company’s Sales Department and Technical Support Department. Here are the undisputable facts: I am
forever locked into the Pro Control remote, for examples just to maintain the two
Pro Remote controls Elevated Electronics will charge me $95.00.
Only the dealer has the software, customers cannot have it ever. These remotes are the only technology
that I own that increases in cost, for example to buy one remote it will cost
you $250.00. Have two remotes $500.00. If in six months it needs another
firmware update the remote now cost me $dollars ($+ $95.00) just
to maintain it.
For your reference on your analogy of “Windows 7, and years later releasing
Windows 8), but nobody would expect Windows to be free.” Windows compared
to a firmware update is two completely different things, like an apple and an
orange. Windows is an operating
system. Firmware is when a manufacturer
makes improvements to the programs that run the device
The company Pro Control, LLC stated "the firmware update is not
a new Operating System it is to fix the error that causes the remote to turn
off." Which was the entire reason I
contacted you.
As I proposed before you buy back the two ProR wireless
remote controllers and chargers for the same cost you sold them to me for
$500.00. I will drop the complaint
and we part ways.
Regards,
*** ***
First of all, I would like to offer the customer a free service call for the firmware upgrades simply based on getting this resolved and keeping a customer happy. That is ultimately a 100% solution for the customer at no charge.With that being said, I am also obligated to defend the claim as...
reported. The issue the customer has is actually with the manufacturer (Pro Control) of the product as opposed to the dealer (Elevated Electronics). The remote has a 1 year warranty (which was disclosed), and no promises were made of free upgrades for life. The remote has been delivered, programmed, and in use since July 1, 2014 without issues. The manufacturer has offered a new firmware version to improve reliability and increase battery life. The manufacturer has made no arrangements for the dealer to install these upgrades at no charge, and the dealer made no promises to install all future upgrades for free. It was the customer's incorrect assumption that this should be done. Simply put, after 1 year, the remote could have been called defective and the warranty period would have been expired, and the Revdex.com complaint would have never existed. Fortunately, the manufacturer continued to develop new firmware (the equivalent of buying a computer with Windows 7, and 2 years later releasing Windows 8), but nobody would expect Windows 8 to be free. The upgraded firmware was created and made available to dealers in order to keep the same model of this remote current and adding all of the new features and codes. It also happens to utilize the built in memory in a far superior way, which means that it can run for significantly longer without ever having to be rebooted (similar to your smart phone running out of memory). Simply put, the customer purchased a computer device with a 1 year warranty and has used it for almost 2 years, and has an expectation that because it costs $249, it should be included in that price that someone drive to his home and install updates for life at no charge. We believe that a service call of $95 for out of warranty, on-site upgrades was not out of line, thus warranting a complaint with the Revdex.com.With all that being said, we are still willing to perform this service at no charge because we believe in doing what it takes to make the customer happy, provided that the customer sees this as a satisfactory solution.
First of all, I would like to offer the customer a free service call for the firmware upgrades simply based on getting this resolved and keeping a customer happy That is ultimately a 100% solution for the customer at no charge.With that being said, I am also obligated to defend the claim as reported The issue the customer has is actually with the manufacturer (Pro Control) of the product as opposed to the dealer (Elevated Electronics) The remote has a year warranty (which was disclosed), and no promises were made of free upgrades for life The remote has been delivered, programmed, and in use since July 1, without issues The manufacturer has offered a new firmware version to improve reliability and increase battery life The manufacturer has made no arrangements for the dealer to install these upgrades at no charge, and the dealer made no promises to install all future upgrades for free It was the customer's incorrect assumption that this should be done Simply put, after year, the remote could have been called defective and the warranty period would have been expired, and the Revdex.com complaint would have never existed Fortunately, the manufacturer continued to develop new firmware (the equivalent of buying a computer with Windows 7, and years later releasing Windows 8), but nobody would expect Windows to be free The upgraded firmware was created and made available to dealers in order to keep the same model of this remote current and adding all of the new features and codes It also happens to utilize the built in memory in a far superior way, which means that it can run for significantly longer without ever having to be rebooted (similar to your smart phone running out of memory) Simply put, the customer purchased a computer device with a year warranty and has used it for almost years, and has an expectation that because it costs $249, it should be included in that price that someone drive to his home and install updates for life at no charge We believe that a service call of $for out of warranty, on-site upgrades was not out of line, thus warranting a complaint with the Revdex.com.With all that being said, we are still willing to perform this service at no charge because we believe in doing what it takes to make the customer happy, provided that the customer sees this as a satisfactory solution
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Kaplan University
Two issues:
One, it was never disclosed orally or in writing that it
would be an on going cost to maintain the ProR wireless remote controls. I would have never bought them and
would have asked for other remote controller options. That alone warrants a complaint with the Revdex.com
Two, from the last email with Trent *** on February 29th,
quote: “With that being said, you might find it online or call the company
and ask if you can have it.”
Taking Trent ***’s advice, I researched Pro Control, LLC
and after talking to the company’s Sales Department and Technical Support Department. Here are the undisputable facts: I am
forever locked into the Pro Control remote, for examples just to maintain the two
Pro Remote controls Elevated Electronics will charge me $95.00.
Only the dealer has the software, customers cannot have it ever. These remotes are the only technology
that I own that increases in cost, for example to buy one remote it will cost
you $250.00. Have two remotes $500.00. If in six months it needs another
firmware update the remote now cost me $dollars ($+ $95.00) just
to maintain it.
For your reference on your analogy of “Windows 7, and years later releasing
Windows 8), but nobody would expect Windows to be free.” Windows compared
to a firmware update is two completely different things, like an apple and an
orange. Windows is an operating
system. Firmware is when a manufacturer
makes improvements to the programs that run the device
The company Pro Control, LLC stated "the firmware update is not
a new Operating System it is to fix the error that causes the remote to turn
off." Which was the entire reason I
contacted you.
As I proposed before you buy back the two ProR wireless
remote controllers and chargers for the same cost you sold them to me for
$500.00. I will drop the complaint
and we part ways.
Regards,
*** ***
First of all, I would like to offer the customer a free service call for the firmware upgrades simply based on getting this resolved and keeping a customer happy. That is ultimately a 100% solution for the customer at no charge.With that being said, I am also obligated to defend the claim as...
reported. The issue the customer has is actually with the manufacturer (Pro Control) of the product as opposed to the dealer (Elevated Electronics). The remote has a 1 year warranty (which was disclosed), and no promises were made of free upgrades for life. The remote has been delivered, programmed, and in use since July 1, 2014 without issues. The manufacturer has offered a new firmware version to improve reliability and increase battery life. The manufacturer has made no arrangements for the dealer to install these upgrades at no charge, and the dealer made no promises to install all future upgrades for free. It was the customer's incorrect assumption that this should be done. Simply put, after 1 year, the remote could have been called defective and the warranty period would have been expired, and the Revdex.com complaint would have never existed. Fortunately, the manufacturer continued to develop new firmware (the equivalent of buying a computer with Windows 7, and 2 years later releasing Windows 8), but nobody would expect Windows 8 to be free. The upgraded firmware was created and made available to dealers in order to keep the same model of this remote current and adding all of the new features and codes. It also happens to utilize the built in memory in a far superior way, which means that it can run for significantly longer without ever having to be rebooted (similar to your smart phone running out of memory). Simply put, the customer purchased a computer device with a 1 year warranty and has used it for almost 2 years, and has an expectation that because it costs $249, it should be included in that price that someone drive to his home and install updates for life at no charge. We believe that a service call of $95 for out of warranty, on-site upgrades was not out of line, thus warranting a complaint with the Revdex.com.With all that being said, we are still willing to perform this service at no charge because we believe in doing what it takes to make the customer happy, provided that the customer sees this as a satisfactory solution.