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From: Jolly Roger on 15 Nov 2008 12:29
In article <michelle-202385.10164414112008(a)mara100-84.onlink.net>,
Michelle Steiner <michelle(a)michelle.org> wrote:

> This is peripherally on topic, but since the company has been discussed
> here quite a bit, I thought it apropos to report an experience with them.
>
> Two or three years ago I bought a Logitech Harmony Remote 880 remote
> control. �About a week ago, the battery wouldn't charge any more, and
> the remote died. �I called their tech support number earlier this week,
> and after I tried everything the tech support agent suggested, he said
> that the unit was defective (Personally, I thought that the battery had
> gone bad.), and he would notify the warranty department. �I told him
> that the unit was way out of warranty, being a few years old; he
> answered that the warranty department would notify me of the cost of a
> replacement.
>
> I received email from them today:
>
> <quote>
> Thank you for your recent inquiry about your Harmony Remote
>
> I'm sorry to hear about your defective Harmony Remote. I have assigned
> RMA # 081113-000566 to this issue.
>
> Please note that your remote is out of warranty. However, we have
> decided to ship a replacement this time only.
>
> Your order has been submitted for processing today, Nov. 13, 08
> The fulfillment number for your replacement remote is 0587-081113.
> Please allow 7 - 10 business days for processing and delivery.
>
> Return Instructions:
>
> We do not require you to return the defective unit.
>
> Please note that your original defective unit has been disabled from our
> system. Any update on this product is not possible. You can use it with
> the existing configuration until you receive the replacement product.
> Kindly dispose the unit after you receive the replacement product.�
>
> We apologize for any inconvenience that this may have caused.
> </quote>
>
> This is way more than I had ever expected; when I called them, I had
> intended to ask to buy a replacement battery.
>
> -- Michelle

I had the exact same experience with Logitech when one of the buttons on
one of our Harmony 550 remotes stopped responding to clicks. The remote
was a couple months out of warranty, yet they quickly replaced it for
free. They didn't even ask for the defective remote back, suggesting I
throw it out for recycling. Very cool. They'll get my return business.

--
Send responses to the relevant news group rather than email to me.
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JR
From: Jolly Roger on 15 Nov 2008 13:36
In article <151120081226327014%dave(a)N_O_T_T_H_I_Sbalderstone.ca>,
Dave Balderstone <dave(a)N_O_T_T_H_I_Sbalderstone.ca> wrote:

> In article <jollyroger-B7E469.11291515112008(a)news.individual.net>,
> Jolly Roger <jollyroger(a)pobox.com> wrote:
>
> > In article <michelle-202385.10164414112008(a)mara100-84.onlink.net>,
> > Michelle Steiner <michelle(a)michelle.org> wrote:
> >
> > > Two or three years ago I bought a Logitech Harmony Remote 880 remote
> > > control. �About a week ago, the battery wouldn't charge any more, and
> > > the remote died. �I called their tech support number earlier this week,
> > > and after I tried everything the tech support agent suggested, he said
> > > that the unit was defective
(snip)
> > > This is way more than I had ever expected; when I called them, I had
> > > intended to ask to buy a replacement battery.
> > >
> > > -- Michelle
> >
> > I had the exact same experience with Logitech when one of the buttons on
> > one of our Harmony 550 remotes stopped responding to clicks. The remote
> > was a couple months out of warranty, yet they quickly replaced it for
> > free. They didn't even ask for the defective remote back, suggesting I
> > throw it out for recycling. Very cool. They'll get my return business.
>
> Doesn't that suggest that they know there's a problem with the units,
> and they're trying to keep a lid on it?
>
> </conspiracytheory>

Not to me. I haven't encountered Michelle's problem and I'm betting she
hasn't encountered mine. Also I have a couple of these remotes, and some
of my friends and family have them as well. They all have nothing but
good things to say about them.

The Harmony remotes are the absolute best remotes I have ever had the
pleasure of using. They are built very well (much more solid, sturdy,
etc. than most), and are extremely smart and user friendly. Highly
recommended.

--
Send responses to the relevant news group rather than email to me.
E-mail sent to this address may be devoured by my very hungry SPAM
filter. Due to Google's refusal to prevent spammers from posting
messages through their servers, I often ignore posts from Google
Groups. Use a real news client if you want me to see your posts.

JR
From: billy on 15 Nov 2008 14:02
Dave Balderstone <dave(a)n_o_t_t_h_i_sbalderstone.ca> writes:

> Jolly Roger <jollyroger(a)pobox.com> wrote:
>
> > I had the exact same experience with Logitech when one of the buttons on
> > one of our Harmony 550 remotes stopped responding to clicks. The remote
> > was a couple months out of warranty, yet they quickly replaced it for
> > free. They didn't even ask for the defective remote back, suggesting I
> > throw it out for recycling. Very cool. They'll get my return business.
>
> Doesn't that suggest that they know there's a problem with the units,
> and they're trying to keep a lid on it?

This sounds like Iomega and the Zip/Jaz drives and media... They will
never, however, be getting any more of my business.

Billy Y..
From: Jolly Roger on 15 Nov 2008 14:46
In article <gfn6bc$6p0$2(a)reader1.panix.com>, billy(a)MIX.COM wrote:

> Dave Balderstone <dave(a)n_o_t_t_h_i_sbalderstone.ca> writes:
>
> > Jolly Roger <jollyroger(a)pobox.com> wrote:
> >
> > > I had the exact same experience with Logitech when one of the buttons on
> > > one of our Harmony 550 remotes stopped responding to clicks. The remote
> > > was a couple months out of warranty, yet they quickly replaced it for
> > > free. They didn't even ask for the defective remote back, suggesting I
> > > throw it out for recycling. Very cool. They'll get my return business.
> >
> > Doesn't that suggest that they know there's a problem with the units,
> > and they're trying to keep a lid on it?
>
> This sounds like Iomega and the Zip/Jaz drives and media... They will
> never, however, be getting any more of my business.

The difference is Iomega did that out of necessity, and only after
customers complained in droves.

I'm not sure why Logitiech is offering support service to owners outside
of warranty periods; but I have to say nothing I've experienced suggests
they are doing it out of necessity. By and large, I haven't had problems
with Logitech's Harmony remotes - they are excellent and well worth the
price to me. And, like Michelle, the single problem I did have resulted
in an exemplary customer service experience.

--
Send responses to the relevant news group rather than email to me.
E-mail sent to this address may be devoured by my very hungry SPAM
filter. Due to Google's refusal to prevent spammers from posting
messages through their servers, I often ignore posts from Google
Groups. Use a real news client if you want me to see your posts.

JR
From: Jolly Roger on 15 Nov 2008 16:26
In article <151120081348201522%dave(a)N_O_T_T_H_I_Sbalderstone.ca>,
Dave Balderstone <dave(a)N_O_T_T_H_I_Sbalderstone.ca> wrote:

> In article <jollyroger-49A1F7.12361515112008(a)news.individual.net>,
> Jolly Roger <jollyroger(a)pobox.com> wrote:
>
> > In article <151120081226327014%dave(a)N_O_T_T_H_I_Sbalderstone.ca>,
> > Dave Balderstone <dave(a)N_O_T_T_H_I_Sbalderstone.ca> wrote:
> >
> > > In article <jollyroger-B7E469.11291515112008(a)news.individual.net>,
> > > Jolly Roger <jollyroger(a)pobox.com> wrote:
> > >
> > > > In article <michelle-202385.10164414112008(a)mara100-84.onlink.net>,
> > > > Michelle Steiner <michelle(a)michelle.org> wrote:
> > > >
> > > > > Two or three years ago I bought a Logitech Harmony Remote 880 remote
> > > > > control. �About a week ago, the battery wouldn't charge any more, and
> > > > > the remote died. �I called their tech support number earlier this
> > > > > week,
> > > > > and after I tried everything the tech support agent suggested, he
> > > > > said
> > > > > that the unit was defective
> > (snip)
> > > > > This is way more than I had ever expected; when I called them, I had
> > > > > intended to ask to buy a replacement battery.
> > > > >
> > > > > -- Michelle
> > > >
> > > > I had the exact same experience with Logitech when one of the buttons
> > > > on
> > > > one of our Harmony 550 remotes stopped responding to clicks. The remote
> > > > was a couple months out of warranty, yet they quickly replaced it for
> > > > free. They didn't even ask for the defective remote back, suggesting I
> > > > throw it out for recycling. Very cool. They'll get my return business.
> > >
> > > Doesn't that suggest that they know there's a problem with the units,
> > > and they're trying to keep a lid on it?
> > >
> > > </conspiracytheory>
> >
> > Not to me. I haven't encountered Michelle's problem and I'm betting she
> > hasn't encountered mine. Also I have a couple of these remotes, and some
> > of my friends and family have them as well. They all have nothing but
> > good things to say about them.
> >
> > The Harmony remotes are the absolute best remotes I have ever had the
> > pleasure of using. They are built very well (much more solid, sturdy,
> > etc. than most), and are extremely smart and user friendly. Highly
> > recommended.
>
> Good to know. I've hated Logitech mice for a variety of reasons, but
> have no experience with their remotes (I have no reason to use them).
>
> Companies with good customer service should be publicly praised.

Absolutely. What I love about Logitech's Harmony remotes is they go
beyond what most universal remotes do. They automate everything for you.
For instance, you tell the remote you want to "Watch TV", or "Watch a
DVD", or any other activity you want (even custom ones), and the remote
automatically takes care of turning the right combination of devices on,
switching inputs, changing channels, and so on. And it's all completely
configurable through software that programs the remote through a USB
cable. Another example: if something doesn't work quite right, the
remote has a built-in help assistant that will trouble shoot the problem
for you. And for things it can't solve on its own (a rarity), the help
assistant even communicates with the software to take over the trouble
shooting on your computer. These remotes are definitely a step ahead of
the pack, IMO.

--
Send responses to the relevant news group rather than email to me.
E-mail sent to this address may be devoured by my very hungry SPAM
filter. Due to Google's refusal to prevent spammers from posting
messages through their servers, I often ignore posts from Google
Groups. Use a real news client if you want me to see your posts.

JR
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