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Customer Review
Reviewed in the United States on November 28, 2022
Update #2:
I received the replacement remote today. After installing the batteries and pressing the home button, I navigated to the menu on the Fire Stick to add a remote. It immediately found the remote and paired. Total setup time was under 15 seconds.
When I ask Alexa where my remote is, the remote starts beeping as intended. The tone isn't super loud, but it should help locate the remote as intended unless it's under a cushion. The tone almost sounds like the Universal Studios intro.
The custom buttons are also super easy to setup. My overall impression of the remote itself after finally receiving it... Is 5 out of 5. It works exactly as intended, and was super easy to setup (once I received a working unit). I only wish the replacement process has been smoother, but it worked out in the end. While I would take off a star because of the initial experience, the product is what I'm rating. And yes, I would certainly recommend this product to others.
Update #1:
After writing my initial review, Amazon customer service contacted me in hopes of reaching a resolution. They apologized for the confusion with the experts, and were very friendly and understanding. While they were not able to "send a replacement" directly, they agreed to issue the refund immediately, and told me to keep, donate, or dispose of the current remote. I opted to have the refund credited as a gift card, so I could immediately place a new order and apply the gift card, which I did. The new remote should arrive by Saturday. I will provide additional updates on the product one I receive it and finally get to test its features.
Initial Review:
I ordered this remote to replace a lost remote. By the time it arrived, the original FireTV Stick 4K was bricked, and they could not fix it. I ordered a NEW FireTV Stick 4K during Black Friday, and got it set up tonight without a hitch.
Once it was setup, I attempted to pair this Remote Pro with my new FireTV Stick 4K (3rd Gen). Despite repeated attempted holding the Home button down, it would never connect. Long story short, I've now spent 1 hour and 40 minutes on two phone calls, being transferred to 6 different representatives. I've factory reset my remote pro 4 times, changed batteries, unplugged the FireTV Stick, and done everything but dance.... Everything the customer service "experts" advised. The first FireTV "expert" told me there wasn't even an option to add another remote in the settings (?!? Settings.... Controllers and Bluetooth Devices). Then I spoke to another "expert" who told me the Remote Pro wasn't compatible with Fire TV Stick, despite its compatibility page listing 5 types of Fire TV Sticks it's compatible with.
After finally having tech support agree it was likely an RMA.... they refused to send a replacement, as it was not in Amazon's policy to do so. The only option would be to send it back, wait days for it to be received, so they can process the refund, wait for it to show a credit, and then I get to spend the money on the remote again and hope for the best.
I've been an Amazon Prime customer for years, and I've had great experiences 95% of the time.... But this is by far the worst experience I've ever had with them. I think the product page sounds great for this product, and I understand RMAs happen... That's all fine. I get it. But to go through nearly three total hours just trying to get a remote paired or replaced has me questioning if it's worth it in the first place. Perhaps if I ever get a working Remote Pro, I'll be glad to update my rating.
I received the replacement remote today. After installing the batteries and pressing the home button, I navigated to the menu on the Fire Stick to add a remote. It immediately found the remote and paired. Total setup time was under 15 seconds.
When I ask Alexa where my remote is, the remote starts beeping as intended. The tone isn't super loud, but it should help locate the remote as intended unless it's under a cushion. The tone almost sounds like the Universal Studios intro.
The custom buttons are also super easy to setup. My overall impression of the remote itself after finally receiving it... Is 5 out of 5. It works exactly as intended, and was super easy to setup (once I received a working unit). I only wish the replacement process has been smoother, but it worked out in the end. While I would take off a star because of the initial experience, the product is what I'm rating. And yes, I would certainly recommend this product to others.
Update #1:
After writing my initial review, Amazon customer service contacted me in hopes of reaching a resolution. They apologized for the confusion with the experts, and were very friendly and understanding. While they were not able to "send a replacement" directly, they agreed to issue the refund immediately, and told me to keep, donate, or dispose of the current remote. I opted to have the refund credited as a gift card, so I could immediately place a new order and apply the gift card, which I did. The new remote should arrive by Saturday. I will provide additional updates on the product one I receive it and finally get to test its features.
Initial Review:
I ordered this remote to replace a lost remote. By the time it arrived, the original FireTV Stick 4K was bricked, and they could not fix it. I ordered a NEW FireTV Stick 4K during Black Friday, and got it set up tonight without a hitch.
Once it was setup, I attempted to pair this Remote Pro with my new FireTV Stick 4K (3rd Gen). Despite repeated attempted holding the Home button down, it would never connect. Long story short, I've now spent 1 hour and 40 minutes on two phone calls, being transferred to 6 different representatives. I've factory reset my remote pro 4 times, changed batteries, unplugged the FireTV Stick, and done everything but dance.... Everything the customer service "experts" advised. The first FireTV "expert" told me there wasn't even an option to add another remote in the settings (?!? Settings.... Controllers and Bluetooth Devices). Then I spoke to another "expert" who told me the Remote Pro wasn't compatible with Fire TV Stick, despite its compatibility page listing 5 types of Fire TV Sticks it's compatible with.
After finally having tech support agree it was likely an RMA.... they refused to send a replacement, as it was not in Amazon's policy to do so. The only option would be to send it back, wait days for it to be received, so they can process the refund, wait for it to show a credit, and then I get to spend the money on the remote again and hope for the best.
I've been an Amazon Prime customer for years, and I've had great experiences 95% of the time.... But this is by far the worst experience I've ever had with them. I think the product page sounds great for this product, and I understand RMAs happen... That's all fine. I get it. But to go through nearly three total hours just trying to get a remote paired or replaced has me questioning if it's worth it in the first place. Perhaps if I ever get a working Remote Pro, I'll be glad to update my rating.
