I even asked them about doing a repair as opposed to a warranty claim and they did not want to do squat. You'd think that you may get poor service on cheap items (ie your mouse) and better service the bigger your investment is. Considering the amount of faulty harmony remotes i have read about maybe the technical support are sick of dealing with it. I paid $250 for my 785 remote ($400 was the top price i found at the time) and they did not want to repair it without warranty. When paying that much for a remote it should easily out live an oem remote, i have oem remotes that are over 8 years old without any issues and yet this thing was just outside warranty (12 months) when problems started. The remotes could be almost perfect, they just need to use tried and proven hardware construction. Oh !!! and yes remember that customer service is key to good business.