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Topic:
Bad batch of 880's at Amazon.com?
This thread has 29 replies. Displaying posts 16 through 30.
Post 16 made on Thursday January 4, 2007 at 17:44
scf2004
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I ordered one 880 from Amazon back in Dec. It had defective buttons down the right side. I sent it back - the replacement is due from Amazon today... I will report back
if that's a dud also :-) or :-(

I logged a customer services case at Logitech a couple of weeks ago, but they were
not able to a) diagnose the issue or b) do any more than agree I should send it back
to Amazon...

More later

-scf
Post 17 made on Thursday January 4, 2007 at 20:10
GLuis
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Received my Amazon purchased 880 today and all is well. It even charges okay ... for now.

Love it so far
Post 18 made on Friday January 5, 2007 at 13:27
Walkers5
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Count me in as a defective 880 owner. Amazon is sending a replacement. We'll see what happens.
OP | Post 19 made on Saturday January 6, 2007 at 09:42
tangible
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19
Amazon has finally gotten back to me, and seems to acknowledge that their current inventory is defective. They advise waiting a few days before re-ordering. Although it's hard to believe it of this great company, their plan seems to be to sell the defective units to other people, so I should wait a few days until they've done that. The syntax is a bit ESL, so perhaps I'm misunderstanding. It's posted below; you be the judge. In any case, I would suggest that anyone contemplating a purchase of an 880 from them heed their advice.

From Amazon:

My previous associate has contacted the fullfillment center to know
about the inventory of the item "Logitech Harmony 880 Remote
Control" and we learn that currently we have few set of this items
as "defective".

So, we are afraid to send another replacement assuming that it will
arrive defective again. I would request you to please wait for 2-3
days till we get the new inventory and you can place the new order
for this item.

As you know that the original package is returning to us and upon
receipt we will issue a full refund for the order including shipping
cost.

I understand that your are very upset, but believe me this is not
our normal practice. We always strive to give our customer the best
customer service. In this case we have not meet your expectations.

I would request you to please reorder the item again after 3 days
and I confirm that you will not receive the defective item again.
Post 20 made on Sunday January 7, 2007 at 20:39
Illuminated
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13
I cannot believe those responses from Amazon. Are you sure you weren't ordering from Amazoon.com or something? :)

Perhaps Jeff Bezos is busy with his space ships while Amazon's customer service is going into the toilet... or perhaps he has Martians doing support now.

Did you "wait three days" and order another one?
If so, let us know if the next one works.
OP | Post 21 made on Monday January 8, 2007 at 19:57
tangible
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19
No, I decided to try Logitech support instead, as the Amazon guy's "confirmation" that I would not get another defective unit seemed to be based on faith rather than evidence.

The rep I spoke to at Logitech last Thursday agreed that the buttons on my unit are defective, but said he is not able to authorize an exchange. It had to be escalated to second level support, who, he said, would instruct me on how to map the non-working functions to other buttons. I told him I had already done that, as a work-around, but would not accept that as a real solution.

I later got an email saying I would hear from them in 1 business day. I did not, of course. Today I called again. Spoke to another rep who said she needed to get authorization to let me talk to 2nd level support. She then put me on hold for 45 minutes. The 2nd level person who answered again agreed that the unit is defective. He said he was referring it to the Returns department, who "might have other questions for me", whatever that means.

This is all so hard to understand. The only complicated thing about Harmony is the software. Manufacturing a remote whose buttons work can't be all that hard in today's world....there are, what, billions of them?, out there. If they really got a defective batch from their manufacturer they should just recall them all rather than play games with their customers. The functionality and usability of this product are brilliant, but the execution and service are obviously not in the same league.
Post 22 made on Tuesday January 9, 2007 at 19:42
Gary Coulter
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My first Harmony 880 from Amazon arrived totally dead in the water...wouldn't do anything. The replacement was only slightly better. It would light up but not respond to any commands. Product support was an exercise in frustration. I think I am through with Logitech products.
Post 23 made on Wednesday January 10, 2007 at 14:09
sberube
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January 2007
6
I received a replacement from my vendor. This one has a bad stop button.

For a 150$ remote, I'm not impressed with the quality. My 20$ remote at least the buttons worked.

Last edited by sberube on January 10, 2007 14:19.
Post 24 made on Wednesday January 10, 2007 at 23:37
sberube
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6
Another update. I decided to go through logitech this time for replacement. They do ship out the replacement before you ship your back. I plan to test it rigorously before sending mine in. This is it though, after this I am going to just return the unit. This level of quality is unacceptable...

Regarding L2 Logitech support, they were very helpful, replacement no problem. But I didn't get the call back in 2 days as promised so I called them about 8 days or so after the promised callback.

Hopefully unit #3 is good.
Post 25 made on Monday January 15, 2007 at 11:13
mcgilman
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Does anyone have any more updates regarding this situation? I was planning on ordering an 880 from Amazon in the near future. However I didn't want to do so until this issue has been resolved. Thanks!
Post 26 made on Monday January 15, 2007 at 11:59
sberube
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I just received my RMA'ed remote from Logitech. This one had a bad play and 6 button.. I give up...
OP | Post 27 made on Monday January 15, 2007 at 17:05
tangible
Long Time Member
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19
I've just received my replacement from Logitech, and it appears to have no bad buttons. So, a happy ending for me, but I am left with a shattered sense of trust in Amazon, with whom I've been doing business since Day One, and deep skepticism about any Logitech product. These companies both need to stand up to this problem rather than try to wiggle around it as they are obviously doing. Containment is no longer possible in the Internet era; you would think these guys would understand that.

I assume this problem has been corrected at the manufacturing level, and the defective units will work their way through the supply chain over time, so my advice to any prospective buyer would be to wait a month or two, and then purchase from a high-volume source.
Post 28 made on Tuesday January 16, 2007 at 03:20
cdelecole
Long Time Member
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79
On January 10, 2007 at 23:37, sberube said...
Another update. I decided to go through logitech this
time for replacement. They do ship out the replacement
before you ship your back. I plan to test it rigorously
before sending mine in. This is it though, after this
I am going to just return the unit. This level of quality
is unacceptable...

Regarding L2 Logitech support, they were very helpful,
replacement no problem. But I didn't get the call back
in 2 days as promised so I called them about 8 days or
so after the promised callback.

Hopefully unit #3 is good.

are you sure you need to ship your faulty back to Logitech ?
I'm in replacement process too (but for a docking station - charging problem), and logitech told me I had to keep my faulty at home)

?!?
Post 29 made on Tuesday January 23, 2007 at 14:27
sberube
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6
As far as I know you need to ship it back.

I just received another replacement and a happy ending for me as well now. All buttons are working as they should:)

After 4 remotes I finally got a good one!:)


On January 16, 2007 at 03:20, cdelecole said...
are you sure you need to ship your faulty back to Logitech
?
I'm in replacement process too (but for a docking station
- charging problem), and logitech told me I had to keep
my faulty at home)

?!?
Post 30 made on Wednesday January 24, 2007 at 03:30
cdelecole
Long Time Member
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79
In my case it was the docking station faulty, and I keep the old one, got the new one.
Maybe it is different if it is the remote which is not working ? Then you need to ship the old one back ?!?!?!?
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