I had a really good experience w/ Logitech customer service/tech support a while back that I'd been meaning to post about but kept forgetting to.
We've LOVED our Harmony 880 remote since I bought it a couple of months after it was first released. Totally worth every penny--few investments I've made have so effortlessly transformed the ease of use (and thus the pleasure) of our A/V system.
Only problem we ran into with our 1st gen 880 was that a couple of the buttons started to stick, particularly important ones like the volume up/down and the select up arrow. It all started about 8-9mo into owning it--we use it a lot, you see.
It was annoying, and I called Harmony tech to see if there was anything I could do. We did a step-by-step of resets and checking software versions and such. Nothing worked, but the support specialist wasn't surprised (neither was I), as it seemed to be a physical prob with the device (contacts inside, perhaps). He said it was under warranty, so I could send it in for replacement, but I'd be without it for a week or so. Nooooooooo! I didn't do it. I couldn't
. I tried one more thing...a full reset by pulling the battery out, then reloading the config/setup. Lo and behold, it actually seemed to work better.
Well, fast forward many months, and now the buttons REALLY start to act up...same ones. And it makes it near impossible to use. So I call Harmony and have them look up my tech call #. They were helpful, and again, were quick to recognize that it was probably a physical prob w/ the device. The woman I spoke with had to talk to a supervisor when she realized I was out of warranty now, however. She apologized, said she wanted to honor an RMA/exchange, but really it had to be a matter of my sending it in for service.
Well, I guessed I could understand that. I'd hoped for the same return deal, but I hadn't made the move when I should've. So, I sent it in as instructed (just the remote, minimally packed). Well, less than a week later, a brand new retail boxed Harmony 880 showed up at the house.
I was only out the return shipping cost via USPS of my defective unit.
I call that good customer service...and Logitech/Harmony made a relatively happy customer a very happy and loyal customer in one fell swoop.
Kudos to Logitech/Harmony. Can't wait to see what they come up with next.
We've LOVED our Harmony 880 remote since I bought it a couple of months after it was first released. Totally worth every penny--few investments I've made have so effortlessly transformed the ease of use (and thus the pleasure) of our A/V system.
Only problem we ran into with our 1st gen 880 was that a couple of the buttons started to stick, particularly important ones like the volume up/down and the select up arrow. It all started about 8-9mo into owning it--we use it a lot, you see.
It was annoying, and I called Harmony tech to see if there was anything I could do. We did a step-by-step of resets and checking software versions and such. Nothing worked, but the support specialist wasn't surprised (neither was I), as it seemed to be a physical prob with the device (contacts inside, perhaps). He said it was under warranty, so I could send it in for replacement, but I'd be without it for a week or so. Nooooooooo! I didn't do it. I couldn't
. I tried one more thing...a full reset by pulling the battery out, then reloading the config/setup. Lo and behold, it actually seemed to work better.Well, fast forward many months, and now the buttons REALLY start to act up...same ones. And it makes it near impossible to use. So I call Harmony and have them look up my tech call #. They were helpful, and again, were quick to recognize that it was probably a physical prob w/ the device. The woman I spoke with had to talk to a supervisor when she realized I was out of warranty now, however. She apologized, said she wanted to honor an RMA/exchange, but really it had to be a matter of my sending it in for service.
Well, I guessed I could understand that. I'd hoped for the same return deal, but I hadn't made the move when I should've. So, I sent it in as instructed (just the remote, minimally packed). Well, less than a week later, a brand new retail boxed Harmony 880 showed up at the house.
I was only out the return shipping cost via USPS of my defective unit.
I call that good customer service...and Logitech/Harmony made a relatively happy customer a very happy and loyal customer in one fell swoop.
Kudos to Logitech/Harmony. Can't wait to see what they come up with next.
