Logitech Harmony support

[oldguy1]

Well, Harmony Tech Support just went to sh.. , at least on Sunday.

I called three times and each time I got someone who 1) I could hardly understand, and 2) couldn't understand me!

How in hell do companies hope to survive byoutsourcing to soemone you can't communicate with?

 

[jpn]

I'm surprised... I've dealt with them several times and never had a bad experience.

Once I opened a ticket by email. They updated my profile to fix the problem, responded by email, and all was good.

3 weeks ago I replaced a tv, and had trouble with input selection. I called, spent 30 minutes with the first-line support. Then he escalated it to 2nd line support, who spent another 45 minutes working with me. It was all trial-and-error, changing delay settings and re-programming the remote... but they walked me through it until I was satisfied with it.

In general I don't think Logitech/Harmony outsources its support. The people I spoke with were chatty Canadians and spoke crystal-clear English. Maybe on weekends they have temporary help (who happened to be immigrants?).

Don't give up on them yet. Open a ticket by email (website), or call them back during the week.

 

[Ilya]

I didn't have a need to call them recently, but in the past their phone-based technical support was absolutely great!
Try calling them on Monday.

 

[oldguy1]

I'm surprised... I've dealt with them several times and never had a bad experience.

Once I opened a ticket by email. They updated my profile to fix the problem, responded by email, and all was good.

3 weeks ago I replaced a tv, and had trouble with input selection. I called, spent 30 minutes with the first-line support. Then he escalated it to 2nd line support, who spent another 45 minutes working with me. It was all trial-and-error, changing delay settings and re-programming the remote... but they walked me through it until I was satisfied with it.

In general I don't think Logitech/Harmony outsources its support. The people I spoke with were chatty Canadians and spoke crystal-clear English. Maybe on weekends they have temporary help (who happened to be immigrants?).

Don't give up on them yet. Open a ticket by email (website), or call them back during the week.

I am hoping it was just a weekend thing. I have received great help from Harmony before, also.

I wish they would update their help database. Most links take you to a non-existant server (old pre-logitech Harmony sites probably).

 

[Plywodstatebum]

The best support I've EVER dealt with, I even ordered another Remote should be here Wed. I have the 659 and don't like the Tivo buttons on the bottom so I ordered the 676.

 

[Happy Camper]

In a land of really crappy to nonexistent customer support, I found Logitech's support of our Harmony 880 a refreshing beacon of excellence. Great accessory, great support. I hope this complaint is an aberration and not an adverse trend. It works very well with our complex system including both standard and HD DirecTV Tivos.

 

[oldguy1]

Must have been a weekend thing. I called back today and got great support.