Revue

[Peter_Logi]

f0nz0 - Good question...  The small % of boxes affected (based on the serial numbers you guys have sent us) all have a LAN MAC address 1C6F657xxxxx, but we have also found Revue boxes using this address range that do work.  The Serial Numbers of these boxes are mostly (but not completely) from the 1144GB batch (you can see that from people's postings here). 

However the vast majority of Revues from this batch use other LAN MAC address ranges (50F5.. and 6CF0...) and we have not seen any issues with them - so the Serial Number alone is not enough.  Bottom line, based on what you have sent us, it appears that the most likely boxes to have the firmware issues are from the 1144GB batch with MAC IDs 1C6F657xxxxx.

Hope this helps.

[MikeStoltz]

Same problem here.
S/N 1139GB040948
LAN MAC 1C6F6579C220
Wifi Mac 485D6020748D

Unfortunately, this is one of two units that I bought, the other being a Christmas gift for my parents. Both units were purchased about 3rd week of November from Amazon. Unfortunately, the return policy has now passed, and the revue that was supposed to be a gift is likely an electronic paperweight. Very disappointing from a company that I previously had thought highly of.

[towboy123 Logi Legend]

---

MikeStoltz wrote:
Same problem here.
S/N 1139GB040948
LAN MAC 1C6F6579C220
Wifi Mac 485D6020748D

Unfortunately, this is one of two units that I bought, the other being a Christmas gift for my parents. Both units were purchased about 3rd week of November from Amazon. Unfortunately, the return policy has now passed, and the revue that was supposed to be a gift is likely an electronic paperweight. Very disappointing from a company that I previously had thought highly of.

---

While you are out of your Return Period you are not out of your warranty period.   Now that you have added your info here you are likely to receive support for this issue.  If you feel that is not enough(even though one of the developers is here actively nailing down this issue) you can contact support from one of the methods listed in my signature to get an RMA. 

[carrdm]

 I know I speak for many of us that we tried really hard to make this work and stay constructive, but I have to call it what it is and I for one feel very let down.  We were sold a defective product and are given the well it's broke and here is our standard return policy of "send us your unit at your inconvenience (wait) and then and only then when we receive it we will send (wait longer) you a refurb (not new) unit in exchange for your new unit.  I just feel bad for those who purchased this unit as a gift.

The problem was identified on 12/19, we were told repeatedly it was on our end, we exchanged dozens of emails/posts with the folks at Logitech to give information, several of us spent hours of gathering information on the phone, running scripts, sending logs to the development teams which mind you we as the CUSTOMERS (not your staff beta field testers) are going out of OUR way to help diagnose YOUR problem.  WE are doing YOU a favor.  I can personally share that I have over 8 hours of my personal time invested with this issue alone so I hardly have sympathy for an engineer working late to 'nail down' the issue.

Look,  I'm not saying the folks at Logitech didn't and aren't doing everything they can to fix the problem.  In fact many we are in contact didn't make the mistake the caused the defective units and are doing their best, we DO appreciate that, REALLY.  However, when you impact the customers with a defective product do have an obligation to make it right as soon as possible instead of quoting a standard return policy (which doesn't put a replacement unit in the hands of the customer for ANOTHER week at best).  I'm sorry but quoting a standard return policy is REALLY bad customer service in this case.

What you SHOULD do in this matter if it is as ISOLATED as has been stated is the following:

1. Ship new (or refurb if that's all that is available) NEXT DAY (on your dime) to each of the people here in the forum that have expressed the problem ONLY AFTER that have given you all their device and personal information to ensure they are genuinely impacted.

2. Ship a self-addressed box for the defective unit to be shipped back to Logitech to be used for root cause analysis.

Seriously, we the customers have been waiting long enough.  Please, make this right.

I'm sorry if this comes off a little heavy handed, but I'm almost out of patience.

Thank you.

[carrdm]

This might be a helpful suggestion for others frustrated with Logitech's lack of customer service after they discovered the issue was not fixable. 

IF you STILL want the product, Amazon.com has refurb units for $79.00 ($20) less than what most of us paid for the 'new’ defective unit and considering that's what Logitech is going to send back to you anyway ONLY after they receive YOUR unit.  You would be better off to just return your unit for a full refund from Amazon.com (or other retailer) at your convenience and purchase a refurb unit from Amazon.com.  Even with 1 or 2 -day shipping you are going to have it before Logitech could (at less than you paid for the ‘new’ product) and get it back to you faster due to Logitech’s  'standard policy' and it saves you $20.

Funny how a third party online retailer Amazon.com, has the means to make this happen but not the original manufacturer of the product with knowledge of the issue.  I wonder if Logitech is also going to send you $20 (difference between new and refurb) with that refurb unit in exchange for your new unit.

[rob-delo]

My main concern Is having amazon send me another defective device. I just don't see how they are going to know to send the proper devices now.

[Khronyk]

Merry Christmas to me from logitech! I got a black piece of crap thank you. I am just glad I bought from Amazon so I can return it and not have to deal with your exchange policy. Atleast with Amazon I can get a refurb one on Wednesday, that is if I don't find a different Google TV product I can buy.. Logitech you have lost a lifetime loyal Logitech customer. This we [word filter evasion] up so use our RMA is ridiculous even outside of the holidays and you do it during Christmas.

[dlbfiero]

I am stuck on set up 7 out of 11.. This is extremely frustrating!!! someone contact me to fix!!!

[CharlieStick]

Yep, getting stuck at the Step 7 of Death.  Happy Bloody Christmas.

So I guess it's back to Amazon LLC it goes.

For the record:

S/N from the brick:  1044GB344518

S/N from box:            1044GB344519

LAN MAC:  1C6F65780F20

WiFi MAC:  485D601A226D

Looks like mine is outside the 1144GBxxx S/N range.  Still though, VERY dissapointing from Logitech

[rlerner]

Bought from Tiger Direct last week. Can't get past 7 of 11 set up screen, server unavailable. Can connect to internet, using it now to search and post in this forum. Just can't finish setup.

LAN MAC 1C6F6578FA99

WIFI MAC 485D60208745

PRODUCT# 1046GB047518

P/N 870-000001