- Report: #266894
Complaint Review: Logitech Remote Controls Group - Mississauga Ontario
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Logitech Remote Controls Group
2355 Skymark Avenue, Suite 100 Mississauga, L4W 4Y6 Ontario, U.S.A.
Phone:
905-273-4571
Web:
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Logitech International - Logitech Remote Controls Group Sells faulty products and then ignores requests for tech support. ripoff Mississauga, Ontario
I purchased a Harmony 880 universal remote in May. From the start I had to tape down or put a small weight on the unit in the charger so it would make proper contact with the three contacts and charge properly.
A month ago the unit started to not charge all the time even when proper contact was made, I also started having difficulty changing the programing via my computer, even when properly hooked up, the unit gets to a certain point in communicating (proof that I'm hooking it up to my computer properly and making contact), then getting a Null : Null error and not updating the uint. after numerous attempts, it finally updates.
I've e-mailed customer support via the contact us link on the software interface, but even when they promise to reply with in 24 hours, I have yet to be contacted.
I'm limited with calls I can make from work, and they list their hours as Mon. thru Friday, so calling them is very difficult.
I've read feedback recently on Amazon with other users having similar issues and waiting months for replacement batteries that didn't resolve the problems.
This is not any way to treat a customer that spends 200.00 for a remote!
Byron
Hales Corners, Wisconsin
U.S.A.
A month ago the unit started to not charge all the time even when proper contact was made, I also started having difficulty changing the programing via my computer, even when properly hooked up, the unit gets to a certain point in communicating (proof that I'm hooking it up to my computer properly and making contact), then getting a Null : Null error and not updating the uint. after numerous attempts, it finally updates.
I've e-mailed customer support via the contact us link on the software interface, but even when they promise to reply with in 24 hours, I have yet to be contacted.
I'm limited with calls I can make from work, and they list their hours as Mon. thru Friday, so calling them is very difficult.
I've read feedback recently on Amazon with other users having similar issues and waiting months for replacement batteries that didn't resolve the problems.
This is not any way to treat a customer that spends 200.00 for a remote!
Byron
Hales Corners, Wisconsin
U.S.A.
2 Updates & Rebuttals
Kate Logitech
Fremont,California,
U.S.A.
Update from Logitech re: Harmony customer support
#2UPDATE Employee
Wed, December 03, 2008
Hi, my name is Kate and I'm with Logitech. I just wanted to provide a quick update re: Harmony. Logitech Harmony recently made changes to our customer service policy and we wanted to make sure that you have the most up-to-date information for your readers. You may want to update your Web site to reflect these changes. Historically we have encouraged our customers to contact us by telephone when they have questions. As more and more people choose Logitech Harmony, however, we have developed more efficient ways to support our valued customers. Beginning December 1, new Harmony customers have free, unlimited access to phone support for the first 60 days after they've created an account to set up their Harmony remote. (With the purchase of each additional remote, Harmony customers will have 60 days of additional phone support from the date of purchase.) Those who've had an account for their Harmony remote longer than 60 days will continue to have access to online help, the forums and responses through e-mail submission in the Harmony software, but not phone support. To save time and provide clear answers to a whole range of questions, we've created an active community forum, bringing together Logitech employees and Harmony users to answer questions publicly so that everyone can benefit from the answers. The forums have already resolved hundreds of troubleshooting questions. We've also continued to build our online help, with user manuals and FAQs that allow people to find the answers to their how-to questions with a quick search without having to wait on hold. And they're all easily accessible through Harmony software. If you have questions about our customer service policy, join the discussion on our online community forum through your Harmony software or at http://www.logitech.com/support.
Byron
Hales Corners,Wisconsin,
U.S.A.
I couldn't be more pleased at how they dealt with the problem
#3Author of original report
Wed, August 15, 2007
I received a response shortly after filing the report (based on the time frame, they were dealing with my complaint before they could have seen this report). The charging base appears to be faulty, I was able to deal with this via e-mails which was very convenient to not have to sit on the phone. They are sending a replacement charging base and not requiring the return of the old one, so I not only don't have to wait for them to receive the defective one, then send the new one, but I don't have to go thru the hassle of returning the old one. I must say that I'm very impressed so far, they just sent the replacement out, but at this point I'm very confident that they stand behind their products and will make things right. I don't know why I didn't receive a response sooner or to my first e-mail, but based on the final out come, I'm going to assume that was an over site. They have definitely proven my first impressions wrong.
