Logitech makes GREAT hardware! Just last week I spilled water into a Logitech keyboard, but because it was built to resist water, I still have a working keyboard. This is wonderful.
Unfortunately the way Logitech does support and the way the system manages multiple remotes is INCREDIBLY annoying.
I have an upstairs entertainment system, and I have a downstairs entertainment system. They're separate. I use a different Harmony 880 for each one.
But I can't run the Harmony management software and tell it which system I'm dealing with. I have to logout and log back in with a different account for the different remote.
The Harmony remotes are VERY reliable. I almost never need to update them. To do today's firmware upgrade, I could NOT remember my other account name.
When I went to complain about this inconvenience through the support pages, I had to log in, except that I could not remember my other user name. The page to "remind me of my user ID" DID NOT DO THAT! I picked one of my user IDs and then it let me set the password. Logitech needs to run a quick usability test, and show the interface to people who don't already know how it all is supposed to work.
I"m on the Support page now. It wants my user name, my password, my model number and my serial number.
THESE ARE ALL THINGS THAT LOGITECH ALREADY HAS AND SHOULD JUST LET ME PICK ONCE I AM LOGGED IN.
So I will complain, not in a quiet support call but in an open forum:
1. There should be a SINGLE logitech account.
2. From that account I should be able to manage my different Harmony remotes.
3. When I want to open a support ticket, I should easily be able to pick which remote, and say THIS remote has a problem.
4. When the REAL problem is that I cannot make sense of the workflow of the web site, there should be a way to report trouble with the web site. If there is such a way, I find it INCREDIBLY WELL HIDDEN.
Logitech had an opportunity to make me a happy guy by fixing a little annoyance with the time setting on my 880s. Instead they have an angry guy complaining in all caps in the Logitech feedback forum.
PLEASE PLEASE PLEASE give the same careful consideration to your software, web site, and work flow that you give to your hardware!
