Harmony Remotes

[Scooterjay]

I have mixed feelings on this new policy--as I alluded to in a previous post.  On the one hand, it's a "dog eat dog" world out there and Logitech, like every other business in the world right now, certainly has a right to take cost cutting measures to try to keep their profitability intact.  I have no doubt that continuous phone support cost them many, many dollars and oftentimes the calls were probably unnecessary because it was something that could have been answered by a "newbie." 

On the other hand, e-mail support has been lengthy-at least for me-at best and the first few e-mails are always basic stuff that most of us who have contributed to answers for other people on these forums, know.  Because of the "several days" it always took for me to get a response (usually just acknowedging that they had received the e-mail and were assigning a "case number" to it--then I wait a couple of more days for the next "tech" response), I automatically started using the phone support line.  Yes, you are on hold for a long time, but usually, after you "teach" a level one tech that you know what you are talking about and that you really do have a problem that can only be handled by a Level 2 tech or a programmer, the solution happens very quickly.  So, for sure, the e-mail support must improve immediately or there will be many lost customers and sells.  To be sure, this is a gamble on Logitech's part and I hope it "pays off" for them, because I truly believe in their products and have used many of them over the years--with and without problems. 

And you're right hhatkin, not many businesses have phone support any more.  But I believe that businesses who do have that "personal touch" support (whatever it may be) will win out over the ones who do not--in the long haul.  Being in customer service for 37 years, I get the profitability part of it--and the service part of it.  Ultimately, superior service will win out and increase profitability--no doubt all of you know this as well.  It takes patience and time for a service investment to pay off.  So, we should all give this new support a chance for a while--before we "bag" on it. 

Message Edited by Scooterjay on 12-11-2008 06:17 PM

[kdeeming]

Given that it has taken over 60 days and I have had no reply to either numerous phone calls (made within the first week of receiving the Harmony 100) or numerous emails, this policy will have no impact whatsoever on me!  

I have had two contacts from Harmony - one from Eric (in response to a message I sent complaining about Harmony's support) assuring me that a support person would contact me soon and another to ask what I thought of Harmony's support!

[GySgt]

Interesting.

1)  Remote won't charge.  Remedy ~ Place a folded piece of paper under contacts inside remote.

2)  Remote keeps initializing. Remedy ~ Place a folded piece of paper in battery compartment.

3)  Remote hung up on "Connect USB or push any button."  Remedy ~ Find a computer that will work?!

I can see why they have decided to give up on the customers. 

[hhatkin]

Scott: Though we agree on the principles, I can only repeat that my experience with e-mails has been very different, and point out that my latest experience with them was remarkably prompt - literally a few hours from enquiry to solution.

[AlexO]

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hhatkin wrote:

How many products come with free phone support, or any kind of free support at all? - Windows perhaps?

Does Windows only allows you to install new applications via the Microsoft site?

Does Windows only allow certain fine-tuning tweaks to your machine remotely by Microsoft employees?

As soon as I install and activate my copy of Windows, I can do *anything* with it without the need to have Microsoft so it for me.

The moment Logitech allows me to fully program *my* remote in the same way that can be done by their representatives, they will be justified for charging for phone support.  Until that time comes, it is just another example of them screwing the customers.

(By the way, when Microsoft released SP3 for XP, they offered free
support via email, chat and phone.  I know, I had compatibility issues
with SP3 and I used their support).

[AlexO]

Scott,

My guess is that Logitech gambles on the fact that when you buy a Harmony remote, you are given no indication that certain operations can only be performed by Logitech and by the time you figure out that you're screwed, they already have your money.

Of course, there are some people like me who jump up and down, make waves and complain, but Logitech believes they can ignore that vocal minority.

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Scooterjay wrote:

I have mixed feelings on this new policy--as I alluded to in a previous post.  On the one hand, it's a "dog eat dog" world out there and Logitech, like every other business in the world right now, certainly has a right to take cost cutting measures to try to keep their profitability intact.  I have no doubt that continuous phone support cost them many, many dollars and oftentimes the calls were probably unnecessary because it was something that could have been answered by a "newbie." 

On the other hand, e-mail support has been lengthy-at least for me-at best and the first few e-mails are always basic stuff that most of us who have contributed to answers for other people on these forums, know.  Because of the "several days" it always took for me to get a response (usually just acknowedging that they had received the e-mail and were assigning a "case number" to it--then I wait a couple of more days for the next "tech" response), I automatically started using the phone support line.  Yes, you are on hold for a long time, but usually, after you "teach" a level one tech that you know what you are talking about and that you really do have a problem that can only be handled by a Level 2 tech or a programmer, the solution happens very quickly.  So, for sure, the e-mail support must improve immediately or there will be many lost customers and sells.  To be sure, this is a gamble on Logitech's part and I hope it "pays off" for them, because I truly believe in their products and have used many of them over the years--with and without problems. 

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[sharray2]

Greetings All,

I love how the Logitech employees come on the forums, DROP A BOMB such as this one and then never a single responce to the replies that Bomb receives.With thattype of form are we supposed to beleive that our concerns and problems are truly going to be handled on this forum when it is needed the most?

I dont think so!!

Logitech seems to be now trying to pull what so many large companies have done in the past in that they have built a large customer base with great tech support and quick responce times and now figure HEH we have a good rep we can live on our name now!!!

I must say Logitech YOU ARE MISTAKEN! your name will only hold you for so long. as with any thing in life we always remeber and hang on to the bad that people/companies do but we are short on memory when it comes to the good.

So your 10 million good things will quickly be burried under 1000 bad things.

Just My Opinion!

[hhatkin]

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sharray2 wrote:
are we supposed to beleive that our concerns and problems are truly going to be handled on this forum when it is needed the most?

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On this forum nothing has changed.

[Scooterjay]

We agree 100% on that.  And...on that note, I think we're done with this topic.

[hhatkin]

The appearance and layout of the forum HAS changed, for the worse, but I trust the content remains of the same quality.

WB Scooterjay!