05-07-2012 07:43 AM
I have purchased three Harmony One remotes within the last year and one of them has had a screen failure. A,leaf pattern has appeared on the screen and the remote is now almost unusable. I called support three times and they will not replace the remote; looking on the internet forums this seems to be a known problem. Logitech support denied the claim saying that we must have "hard pressed the remote." We have no children and we are responsible adults who take good care of our possessions, this is not acceptable. I will not purchase another Logitech product because of their warranty service. Buyer beware!!!
Very dissapointed customer
05-21-2013 05:29 PM
The same thing is happening to me. I was given that response and insisted on speaking to a supervisor. Seems like a call center in the Philippines. The supervisor seemed more willing to investigate. THey had me send pictures of my remote. The pictures clearly show it the screen is intact and the remote has worked great for the better part of 6 months then just stopped working like this. Let's see what happens. For a $250 remote this should not be happening! And if it does Logitech should be bending over backwards to help people by replacement. WIth newer options coming out for universal remotes, hopefully logitech will get their customer support game together.
05-21-2013 05:40 PM
Usually anything that looks like a 'fingerprint', 'leaf pattern', etc and is dark or blotchy-looking is a cracked LCD underneath the digitizer (touch screen). This may be why Logitech is saying that the remote is not covered under warranty because they believe that this cannot happen spontaneously. However, I've seen this many times and the LCD does 'self-destruct' all by itself - typically from the pressure of the mounting brackets and just a little heat and/or vibration or just a very casual drop to the floor and that's it. The real shame is that there are no repair options available any longer. For a little while, Logitech was allowing me access to their OEM LCD manufacturer and they pulled their support for this - probably due, in part, to the launch of the new Touch. I replaced over 400 of these LCD's for folks before I could not get anymore. And, since the LCD is proprietary (unlike almost every phone, camera or GPS on the market), it cannot be sourced from any 3rd-party distributors.