07-06-2011 07:24 AM
I have 4 Harmony 900 remotes with batteries that have swollen. I just discovered it a few days ago. I have various models of Harmony remotes that all use the same size and same amp battery but the only models that have swollen are the batteries in my 4 Harmony 900 models - each battery is marked with S/N NTA2340. One of the batteries had swollen so bad that it took me over 30 minutes to get it out of the remote battery compartment. It looks like it is about to explode!!!!! I did an internet search and discovered this is a widespread problem and there are reports of the batteries exploding.
I contacted support and at first they were totally cooperative. They said they were aware of the problem and would gladly replace them if I would provide them my contact information, Login ID, model #, PID and P/N for each remote, which I did.
A different support person (Alex) then responded, back tracked, and requested I provided the following:
We kindly ask that you take some photos for us. To do this, I've attached some instructions below:
1. Please place a piece of paper beside/underneath the remote with your reference #110702-000932.
2. Set digital camera to Macro.
3. Take image from twelve inches directly above the remote, featuring the PID/PN and battery compartment.
4. Submit the digital image as a jpeg.
5. Ensure the file size is on the smaller side, but the digital image allows us to view the remote's LCD screen.
6. Ensure the filename is short and in one-string. i.e. remoteimage.jpg
7. Submit the digital image as an attachment with your reply and do not paste the image inline.
8. Please don't use the flash.
For this case, we'll need two pictures for each Harmony 900 remote. One with the PID/PN visible and another with the compartment door.
Since they have acknowledged they are aware these batteries are defective, I do not understand why they do not simply replace the batteries. I am shocked that a company like Logitech has not voluntarily recalled what appears to be, at least potentially, a dangerous product. I am extremely disappointed. I have owned Harmony remotes for years. I would encourage everyone to at least examine their battery and see if you are experiencing the same problem. Even if Logitech will not replace them, you may decide to get them out of your home if they are swelling.
07-06-2011 08:08 AM
you should never attempt to remove a swollen battery. Contact logitech and they will replace remote/battery. I agree that it seems as though there should have been a notice issued to owners as not all units appear to have this problem.
07-06-2011 08:22 AM
You are totally correct. It scared me after I realized what I had done. I'm embarassed to admit it, but the truth is that it never occurred to me that the reason the battery would not come out was because it was swollen. It was late at night, I didn't have my reading glasses on (over 50) and the remote was locked up. I was just trying to get it to reboot by removing the battery. When it didn't pop out, I thought the battery had somehow become adhered to the remote. When I finally managed to get it to slide out, it was obvious why it was stuck. Even then, I did not fully appreciate how badly the battery was swollen until I compared it to a battery in a remote that had not swollen. In any event, you make a point that everyone would be wise to listen to. I wish Logitech would be more proactive in dealing with this issue.
07-06-2011 10:34 AM
I have the same problem, which also led to breaking the battery door...cost about $25 to buy and have it shipped. The support system is so har d to use I have finally decided to spend another $50 for a new battery. It seems their support system is designed to exhaust the user.
07-06-2011 11:37 AM
That's not the main reason for the suggestion as it's more of a safety concern, but certainly part of it in that you could wind up doing more damage to the device. If the battery is stuck, as has been reported by many in this forum, the recommended approach is to contact Logitech Customer Support. It has been reported that they are aware of the situation and will replace the unit even if out of warrenty.
07-08-2011 02:46 PM
I just had the same problem with a swollen battery. I couldn't get it out of the unit. Fortunately my warrantly did not run out until 7/30/11 and they did replace the entire unit. However the range for the replacement is very poor. I have to get up and walk near the wall to get the any response and even when it works it is intermittant.
A $400 investment is a lot for me. From other reviews it sounds like I may have a poor decision. After these problems I asked about getting an extended warranty and they tell me they do not offer one. Maybe I understand why they do not.
Hopefully they will work with me on this new issue.
07-09-2011 08:59 AM
I agree completely that their support system appears to be designed to exhaust the user. They first agreed to replace the batteries then requested 8 photographs (2 for each remote). I could not make sense of the instructions. I asked for clarification and their response made it even more confusing. They explained they were trying to ensure the request was not fraudulent since I was reporting 4 swollen batteries. I certainly understand that concern. However, they could have easily determined from my email address that I own multiple harmony remotes. I gave them the login info for each of the remotes and they could easily tell I owned each of the remotes and that each remote controls a different combination of devices. They did not need my photographs to confirm my ownership. Ironically, in their last email, they instructed me not to handle the batteries any more. I sent them a photograph of the back of the 4 remotes that showed the various numbers they requested and I received 4 replacement batteries yesterday. Unfortunately, I discovered yesterday that 2 of my Harmony 880's that I no longer use and was planning on selling on ebay for a few dollars have the same exact battery and both are swollen. I think their system of throwing up obstacles is going to work for me on those two. I'm not sure I am up to wrestling them again. I hope no one gets hurt over this issue. The common denominator, at least among my remotes, is the NTA2340 on a blue battery label. All of my batteries with that label were swollen.
08-02-2011 09:03 PM - edited 08-02-2011 10:48 PM
Yup. Same NTA2340 battery here. I have already had one HOne replaced because the battery swelled so much that it would not come out. After the replacement came, with basically nothing to lose, I put some "extra" effort into removing the first battery and now have it sitting on my desk. It has swollen to twice the thickness and the case is cracking. Now the battery in the replacement is doing the same thing. But this one I was able to get it out before it got stuck. I just sent a support eMail and we'll have to see what they say. I read in the forums that keeping in the charger can do this. Am I wrong to think that is "wrong"? I remember years ago Li-ion laptop batteries doing the same thing and the computer company had to recall them all.
This is a very bad situation. With all the reports of this being an issue, I am surprised that it was not been addressed in a recall and or this fixed? Like I said I'm on my second time with this.
I Googled the battery number and got many on Amazon that are a tad different than the ones that we are having problems with. Some with really great pricing, some have Logitech on the label, some not. Some of the reviews on them, none with the blue label, say they work better. So I'm ready for anything. And leaning in this direction. Although, I'm curious as to what the difference is between the Blue and White label versions?
08-14-2011 09:38 PM - edited 08-14-2011 09:43 PM
08-14-2011 09:45 PM - edited 08-14-2011 09:51 PM
Treat your loyal customers right or lose us all!!! Please do not wait until someones house is burned down by a bad battery!