Harmony Remotes

[phoreverphantom]

I purchased a Harmony One a couple of weeks ago, after saving up for months, and I loved it while it lasted. The remote worked fine and I was getting used to having it around. I treated it like a baby and always made sure it went back into it's cradle when I left the room. The issue occurred one day when I returned from work, picked up the remote from it's cradle and saw that the top half was not visible. After pressing on the screen to see if it still responded, I could see that the touch mechanism was still working, but the top would go white. After a little, the top of the display stayed white while the bottom half was fine. 

I looked up the symptoms and it looked like a cracked LCD, but I had never mishandled my remote, so I decided to contact support to see if they could help me, as maybe it was something else and the remote was faulty. Well, after going through the normal back and forth with them, in the end they told me that it was damaged and that the warranty was void.

WTH??? I've had this remote for very little time at the time that I contacted them, less than 30 days, and I NEVER let it out of my sight. It was always by my side on a large fluffy couch or in it's cradle. How could they just dismiss it as my fault so quickly from a couple of cell phone pics? The remote, when the screen is not on, looks immaculate. I would wipe it with it's cloth every night before bed I'm very distraught at the fact that I could pay so much money for a remote and then be dismissed so quickly when I ask for help from the manufacturer. I could see if the actual remote was physically damaged, but it is not, the display failed from one day to the next. 

I was going to buy another remote for my home theater, and recommend them to a couple of friends who look to me for electronics recommendations but, after going through this, I think the money is better spent elsewhere. 

[casdawg]

I've got the exact same problem, exact same response from Logitech.  Very poor support indeed.  I plane to take my further and I will involve consumer affairs and the ombudsman if I have to.  It is just rubbish that they can decide a unit has physical damage from two photos - a joke really.

[Quin_at_HRR]

When an H1 or an H900 has an entirely white screen, very often it is an issue with the logic board itself and the LCD problem is a symptom. But, if half of your screen is rendering then I would guess that there is a defect in the LCD module - either some physical damage to the matrix itself (a crack) or micro-tears in the ribbon cable, cold solder joints where the ribbon is soldered directly to the board or a failure in the controller or other component on the ribbon. In any event, if an H1 can't be brought back to life with a firmware update done in Safe Mode, then there are not a whole lot of other options. If Logitech Support has done all that they can, the only thing that I can add is that, as long as your H1 is not suffering from a totally 'white screen' event, then replacing the LCD module will generally do the trick. You can send me an email if you are interested in learning more about this option.  

[NJS1207]

I have had the same problem twice.  It is definitely not your fault.  The first time, Logitech honored the warranty and provided me with a new remote.  The second time, I was a few months out of warranty and they would not do anything about it.  What is most maddening is that if you review the forums and search the Internet, you will find that it is a common problem (just search for Harmony One White Screen of Death).  When you speak with Logitech customer support, however, they act like it is the first time they are hearing about it.  I agree that the remote is fabulous when it works, but I can't justify buying another one knowing that it is only a matter of time before the white screen appears and that Logitech won't fix the problem or stand behind the product.  Very disappointing.