I realize that it is after a holiday season, and I can bet they were swamped with tech requests, but I sent an e-mail on Jan 1 with a question. I sent a followup on Jan 8 for a status.

Neither of these have seen a reply.

However, the on Jan 2 I sent a note with something I saw as a bug in the SW and on Jan 7 got a confirming message that they knew about it.

So, are they just really swamped, or should I press again? Just wondering how others have been serviced recently by Harmony.

have not tryed contacting them after new year, could be that they are swamped. I don't know who takes care of the e-mail, but could also be that some were working on CES.

It seems like the new model is not only popular but has quite a few issues so they're swamped. I got a response to most of my question but it tooks a while. Back when I got 745 I got a response withing a day or two even to the most complex XML questions. I think the response time will improve in the near future.

I bought the new model on Christmas Eve, and set it up with little problems. On January 2 I wrote to them with a question concerning my DVD-burner, and they responded the next day. I asked a follow-up question, much more involved, and have been waiting a week now. By the by, I am not in a panic for the information, and I have bought a book on learning XML to take advantage of programming the Harmony. I see from your posts, GunTeach, that you are familiar with XML, and I'd like to know if you could recommend a beginner XML reference?

It's a little off topic but this is for HarmonyNut:

The nature of XML language itself is such that no book will help you with programming your remote. All you need is a very basic concept of the XML. After that you should click advanced button and start looking at the XML documentation on Harmony's site. Unfortunately, it's not very organized, somewhat basic. Fortunately, tech support is very good at helping with those issues.

I emailed their tech support on 14 Dec 2002 for help teaching the 768 model the commands of another remote that is not yet in their database.

So, it's been a month now. They've communicated with me a couple of times since then, but they haven't finished configuring my remote. I can look at it, but I can't use it. In general, they've devoted a very small amount of time to my support request.

I was surprised to discover this, after reading over and over in this forum about how unbelievably awesome their support department is. :-)

Well, let's hope that their workload decreases or that they hire some more support people or something.

Regards,

Pete

Yes, they are swamped and thay've also participated in CES.

I sent 2 requests 2 Jan and 2 requests 8 Jan. 11 jan I received an e-mail with "very sorry about our delay in responding". They explained the cause of the delay and promissed that Peter would respond to my request this week, after returning from CES.

Peter did respond to all of my 4 requests 14 Jan. Peter has solved 3 of my issues, and we still have a dialogue about the fourth issue.

I'm still very satisfied about the support and hope that the delay period this time was occasional.

I think they are back in their game. I'm getting quick responses from them again.