Harmony Remotes - Hardware

[mogulman]

I just got a brand new Harmony for Xbox 360 remote.  The top left soft button (next to the LCD) doesn't register when I press it until it clicks.  If I press it hard, then it works.  All other buttons seem to work fine.

I created  a case with Logitech.  They suggested reloading the firmware.  That didn't help.  I called Logitech too.  They suggested that the remote might need to be broken in for a week.  They told me to use it for a week, and it might start working better.

Is this true?  Seems like that is a crock?  Should I just call back on Monday and see about getting it replaced, or is there some type of break-in where it might start working better?

[rhachey]

I have never heard of a breakin period for any Harmony remote.  I would contact Harmony support and ask for Tier 2 support.

[mogulman]

Wow.. Called them back again today.  So that is 3 email contacts and 3 phone calls.  They took down my info and told me the warranty department would contact me in 3-5 days to figure out what to do next.  That stinks...  

We'll see how it goes, but I'm kind of regretting getting this thing if this is the way they do business.   I'll wait a few days..  otherwise I'll send it back to the store I got it from and get my money back and get something else.

[WannabeActuary]

if you need a replacement remote the recommended practice is:

1. if you're still under store warranty and doesn't require you to ship back to an online retailer, it's easier to return to the store.

2. if you are still under the logitech warranty period, or would need to pay to ship for a return to an online retailer, then contact logitech instead.

this behavior isn't normal for your remote.  in your situation, I would return it to the store for a replacement

[mogulman · Accepted solution]

I would need to ship it back because I bought it online.

Anyway.. called up one more time and talked to the warranty department.  They were very nice.  They are shipping me a replacement.