Keyboards - Bluetooth

[radasil]

Here's my reply from Logitech:

Hello *removed*,

Thank you for contacting Logitech Technical Support. My name is *removed* and I will be assisting you with Incident # *removed* .

I understand that you were unable to reconnect the keyboard using the normal connect procedure but had to remove the keyboard’s battery and reinsert it back to gain connection to the receiver..

*removed*, your keyboard is not defective. At times, the keyboard and the receiver will loose the connection causing them not to be synchronized. The removal of the battery and reinserting it back is called a hard reset. This is done to re synchronize the keyboard’s connection to the receiver. This step will enable the keyboard to clear out all of its memory and start fresh again.

Should you have further questions, please do not hesitate to let me know. I will be more than happy to assist you. Or, if you prefer, you can contact us directly by the phone numbers listed below.

Thank you for choosing Logitech.

Sincerely,

*removed*
Logitech Technical Support
www.Logitech.com/support

In United States +1 646-454-3200
In Canada +1 416-207-2782

Business Hours:
6:00AM - 6:00PM PST Mon-Fri
7:00AM - 5:00PM PST Sat - Sun

Disclaimer: Please note that your incident request has reached the AMR Email Support team. We are currently supporting the end-users of Logitech products for America and Canada. If you are currently from a different location, please inform us or update your contact details to allow us to submit your query to the appropriate region for more help and assistance.

EDIT : removed names + reference #

Message Edited by Kunal on 07-15-2008 04:22 PM

[kirnja06]

Is that a joke or what?
It is not defective (I am immediately feeling better) you just have to re-insert the battery every time you use it. :-)))))))
It is called a HARD RESET if you didn't know the technical expression for removing the battery!
That's is the same what I am doing with my car every time I want to start it - I open the hood and re-connect the battery :-)

Come on logitech guys I think you can do it better than that!

[JayB24]

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kirnja06 wrote:
Is that a joke or what?
It is not defective (I am immediately feeling better) you just have to re-insert the battery every time you use it. :-)))))))
It is called a HARD RESET if you didn't know the technical expression for removing the battery!
That's is the same what I am doing with my car every time I want to start it - I open the hood and re-connect the battery :-)

Come on logitech guys I think you can do it better than that!

---

I'm assuming that's a joke. Does that support person honestly believe that's how it's supposed to be used??? It's as if this person was thinking they could close this case quick and easy, case solved, perform a hard reset. I'm also assuming that they would consider the red button in the battery compartment to be a SOFT reset? If this thing loses communication so frequently, shouldn't that button (or the battery for that matter) have been put in a more accessible place???

That is an asinine response.

[JayB24]

I'm a little curious as to why the incident #'s and customer support names were removed from the posts...

Wouldn't it be easier if we were all referencing the same incident # and speaking to ONE customer support person? Perhaps if we were, we could avoid ridiculous responses like the one radasil received.

[woody]

We are sorry for the confusiion.  This issue has been addressed with a new firmware for the diNovo Mini keyboard.

Currently we are waiting for the shipment and the ETA is around mid Aug. Once all confirmed, I will post information here.

Thanks for your patience and understanding

[JayB24]

Yay! Here's hoping the keyboard's firmware can be updated reliably over bluetooth!

[woody]

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JayB24 wrote:
Yay! Here's hoping the keyboard's firmware can be updated reliably over bluetooth!

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Let me clarify on that.   The firmware update will only be done in factory.   So, it is not updated via Bluetooth link.

I am sorry for the inconvenience but let me assure you that once the shipment is confirmed, I will post info here for the replacment.

[texasaggie94]

So, does this mean that we will be sending our diNovo's in for exchange to Logitech? 

[kirnja06]

Hello Woody,

thanks for the late but honest response.
Just to clarify the procedure how does it normally work with replacement.
Do we have to ship the keyboards to Logitech, or it will be handled by the local store where the keyboard was purchased?
I wanted to return the keyboard this week, so I do no know if it is better to wait for replacement (if enough convenient) or to give it back immediately to the reseller.

[netzero]

Don't you think it is strange that they are still selling this product on their web site. They know the product doesn't work, still sell them and they will all have to be returned to get fixed. Sounds fishy to me. Most companies would stop shipping and then resume after the new ones are available.