Harmony Remotes

[MarkWild]

My Harmony One remote -- which I've loved for 11 1/2 months -- now has a screen that no longer works. I submitted a support message on the Harmony site four days ago, got a reply with an incident number [personal content edited], but have not  received any other reply about how to send the item back for warranty repair or replacement. 

Any idea how long it takes Logitech Support to reply?

When I had a Logitech headset that failed, they were easy to talk to on the phone. But when I call Logitech and enter my incident ID, the recording says that no phone support is available for my product.

What gives?!?!?!

It's a $200 remote control -- and there's no phone support?

Any help or advice about how to get this thing repaired or replaced would be appreciated.

--Mark

[rhachey]

Phone support is only available for the first 90 days of your warranty period.  Logitech has announced in the forum, that they are experiencing a backlog answering users' inquiries.

[CatLogitech]

Hello Mark,

I checked your case and it is in queue still, but I cannot say how long it will take for a response.

Though try not to reply to this case again as you will drop to the end of the queue.

We are currently working to address every customer concern as quickly as possible. We do thank you for your patience during this time.

[MarkWild]

That's a policy that does not reflect well for Logitech. If you're providing a warranty, I'd expect you'd be doing it for the benefit of your customers, and this policy seems to be created more for the protection of the company. 

Product support should not decline as the likelihood of the product failing increases.

Anyone else more than a little dissatisfied about such a policy?

--Mark

[MarkWild]

Thank you for your reply, Cat.

As my warranty expires in 2 weeks, I'm particularly concerned about this issue taking longer than that, and my claim being denied on the basis of an expiration.

I'm also a bit upset that my home theater is somewhat inoperable by most members of my family without the benefit of the remote.

I trust that since the ticket was opened during the warranty period, that all will be covered, correct?

By the way...you're not suggesting that my replying in this forum somehow puts my case further down the queue on your support system, are you???

That would be entirely unreasonable, and a punishment for people to attempt to solve their own problem as rapidly as possible.

--Mark

[CatLogitech]

Hello Mark,

For warrenty purposes they would go by when your reference number was created, so first contact. They would not "punish" you because of the amount of time you had to wait to hear back.

That being said you should not have to wait 2 weeks to hear back.

No, replying to this forum does not change the status of your inquiry.

Just if you reply back to the case/incident/reference number by replying to the email or sending a response through the support section where you can see your case and all replies, then it will go to the bottom of the queue.

[MarkWild]

Thank you for the clarification, Cat!

-Mark