Sometimes a customer calls in and we determine they need a new remote control. This is usually after we do the standard troubleshooting like changing batteries, making sure it is programmed (IPTV) and rebooting STBs.
A customer can be given the choice to pick up their own new remote if they want or if they are going out to Zurich or Exeter however we should be clear to them that they will need to program the remote to their TV following the auto setup instructions on the back or check for codes at urcsupport.com (which has a fancy new website… not saying it is that great for usability though.).
It is not too big of a deal for us to stop by when we are in the area to replace their remote and program it to their equipment.