Harmony Remotes - Software/Firmware

[GLW]

maybe i didn't say it right. I contacted logitech support 8 weeks ago. They didn't offer to fix it. they told me they knew about the problem and were working on it. I don't find that particularly helpful.

[rhachey]

If you contact them now they will fix it for you.  They have started to do this a couple of weeks ago because of all the complaints, as the software fix won't be available until sometime in Nov.

[GLW]

So I'm game to give it a try. So i called and got right through. Explained the situation. Rep took my info down, gave me a reference number and told me that he had to pass me off to a level 2 support person. the level 2 tech verifies my information, i explain the issue he puts me on hold for 10 minutes and comes back and says it's due to a bug in the last software release. I REstate that the reason i'm calling is that they can fix individual accounts upon request. I resist the urge to point out how crummy this is being handled because he's just a guy doing a sunday job and i want somebody motivated to fix my problem. He puts me on hold for 15 more minutes then comes back and says he'll have to escalate me to a software engineer and that someone will contact me by email. everybody was very polite and pleasant, and totally unable to do anything.

same as before. and nothing ever came of it. pathetic.

it may be timet to stop spreading the 'all you have to do is call and they will fix it' misinformation. 0 for 2

Message Edited by GLW on 10-12-2008 07:37 AM

[KTrout]

I'm right there with you vis-a-vis the terrible customer service. I have 2 Harmony 670s and neither is quite right after this software fiasco. I did contact them via email, not by phone, and stated that someone here said they could fix it and yadayada. They emailed me the next day saying it was fixed and I just needed to sync my remote. Lo and behold, it was fixed, for ONE of my remotes. However, because I can't program the remote to do what I want it to do, I can't fix the situation on both remotes.

Bottom line, GLW, is try emailing them and then chalk Logitech up as one of the many instead of one of the few. Too bad. I always thought they were above the fray.

[GLW]

Thanks for the suggestion. I actually did try the email route last week. I got the 'we're working on it' answer rather than any action.

"Thank you for your recent inquiry about your Harmony Remote.
We are sorry to hear that you are experiencing problems with your Harmony remote. We do apologize for any inconvenience this may have caused you. I understand that the activity buttons are not reflecting your customizations on the software. It is a known issue with us and our engineers are working on an update to correct the problem. In the meantime you will need to use the more activities button. As there is no exact ETA on the release of the fix, please feel free to follow up with us. Again, we apologize for the inconvenience."

Every avenue has been an exercise in more stumbling around.

As is often the case, the way the issue has been handled is worse than the original problem. I have 3 of their remotes and 3 accounts and have referred several people to the product. Will be doing the only thing left, which is never buy another and make sure everybody i know realizes there are some other preferable options.  

[WannabeActuary]

GLW, please PM the user EricHarmony here with your request...he'll pass it on to the appropriate people...just keep in mind that Monday is Thanksgiving in Canada and it likely won't get spoken to until after that

[RhythmDoctor]

It's time to reactivate this thread, because it's almost four months later and still no fix.  I've had Harmony remotes for 4+ years (currently a 670), and I know how to set them up.  I only adjust settings every 6 months or so.  I set this one up under v. 7.4.1.1 software last May and had everything working fine - including customizing my green "Watch TV" button to power up my HTPC and launch my BeyondTV PVR software.  But I had to make a small tweak tonight, and upon launching my software it FORCED me to update my software (refusing its request caused the software to  close), and after making my tweak the "Watch TV" button would only map to the default activity - even though the web-based settings clearly show that I have it set to run BeyondTV.

Is Logitech totally deaf? Have they fired all their software engineers?  I cannot believe that they would allow a software bug like this to cripple their hardware and soil their reputation.  At least let us downgrade to an older software version if our older remotes are compatible with it!

What is going on here?

[KTrout]

I'm right there with you! I am stuck right now needing to make a small tweak myself. I run two remotes off my install and simply change the formerly customizable action buttons to fit the two rooms the remotes are used in. I had to have a support tech manually change MY software install on the logitech servers to get it working after this abysmal software hit the interwebs. I don't want to have to do that again, as unfortunately my tweak is for the other room.

This is assinine. This company is far too large and successful to let these problems languish. So, who's got pitchforks?