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My Harmony 890 has a blank blue screen lcd. Logitech will not replace/out of warranty
This thread has 25 replies. Displaying posts 1 through 15.
Post 1 made on Friday January 29, 2010 at 17:26
afishy1
Junior Member
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11
Hi Everyone,
I am new here and just wanted to express my feelings about Logitech.
I have owned a Harmony 890 remote since August 07. I used it for about 3 months and then we had to move to Florida and the remote was put into storage for 9 months while we relocated. After we found a house we got all of our stuff out of storage and I started using the remote again. Well, my 5 year old dropped the remote twice back in November 09. It was a 2 foot drop to a carpeted floor. Everything still worked fine till the next day. When I retrieved the remote from the charging caddy I noticed that no text appeared anymore on the blue lcd screen. I called logitech and explained exactly what happened and they advised me that the product was out of warranty and that a dropped item would not be covered anyway. I paid over 350.00 for this item and I was very upset. I started doing some searching on the internet at Logitechs own support forum and found 3 pages of customers complaining about this same issue. Non had admitted to dropping their remotes. I now realized that this was a hardware issue known to the company and I called back to try to get them to replace my remote. I spoke to them on 3 different occasions and each time the support person said there was nothing they could do but they would escalate my problem to a supervisor and they would call me back. They never called back. I made my last call today and complained to the warranty dept. and let them know that this was a hardware issue and they should replace my remote. They said no. For the first time today, a supervisor from the warranty dept. called me back. He said no as well and said it was too far out of warranty. I tried to explain about the hardware issue and the 3 pages of complaints about the same problem on their forum and he said that is just a small amount of problems compared to all of the Harmony 890s that were sold! Lucky me to get one of the bad ones!! I am fuming about this. I do not expect a company to warranty a product forever BUT if they know there is a problem, they should at least give me one more hopefully GOOD remote to try to make me happy in my opinion.
I have been buying Logitechs products for about 20 years and have never tried to return anything. It figures that the one product I buy from them that costs $350.00 has a defect that they will not replace. I do not feel that a 2 foot drop to a carpeted floor should render this item useless. The problem is hardware related but they would not budge.
I realized in the last few weeks after talking with Logitech on numerous occasions, that I am nobody to them. I will never buy another logitech product and am warning all of you to be careful in your purchases from them.
I have searched for any internet fixes for this problem but have not found anything other than someone said maybe pull the battery for a few hours and see if that works. It did not. I had also made sure I had the latest firmware and also reinstalled it. It did not help. I have not tried to take it apart yet but am pretty handy and that would be my next step.
I would appreciate any help from anybody to get the LCD to display text again.
I am sorry for my first post on here to be a rant like this. I would never treat my customers like this and If I knew that there was a defect in one of my products that I had sold to someone, I would fix it or give them a new corrected product.
Any help would be much appreciated.
Thank You, afishy1

Last edited by afishy1 on January 29, 2010 18:06.
Post 2 made on Friday January 29, 2010 at 17:28
akirby
Super Member
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4,640
Do you honestly expect other companies to do anything differently? That's how warranties work.
OP | Post 3 made on Friday January 29, 2010 at 17:52
afishy1
Junior Member
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January 2010
11
I don't know why not ask Toyota? If there is a known problem, why not back your product up. I have gotten a total of 1 and 1/2 years out of this product before it breaking.
OP | Post 4 made on Friday January 29, 2010 at 19:11
afishy1
Junior Member
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11
Does anyone have any ideas on how to fix this problem? Please.
Post 5 made on Friday January 29, 2010 at 22:29
akirby
Super Member
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I'm sympathetic, but stuff breaks and you can't expect companies to cover anything that goes wrong with a product forever.
Post 6 made on Saturday January 30, 2010 at 03:39
tankstage
Lurking Member
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January 2007
9
I had a similar problem with an 895 (UK version).

When I reported the problem, I was offered a 50% off voucher, even though the remote was out of warranty, which I thought was quite a good offer (I bought an 1100)

In the end to fix the 895, I bought a harmony 885 and swapped the display into the 895. I could not find a source for the actual LCD module anywhere.
Post 7 made on Saturday January 30, 2010 at 09:31
ride525
Long Time Member
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Posts:
July 2003
139
tankstage has a good idea.

If this discussion hasn't taken place already, why not ask Harmony about a 50% off voucher to replace your remote. From reading on this board, it's happened before.

Although, since it was dropped, they may not be as generous, as if it had just stopped working on it's own.

Last edited by ride525 on January 30, 2010 10:10.
OP | Post 8 made on Saturday January 30, 2010 at 11:44
afishy1
Junior Member
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January 2010
11
They did offer me the 50% off coupon from their retail store. I will not spend another dime with them.
It got dropped 2 feet to a carpeted floor by my 5 year old. If this item is that delicate, why would I give them more of my money. My whole point was that it was not the drop that caused the LCD to stop working. This remote has a hardware issue and they know it. I don't expect them to warranty the product forever but if the original design was flawed why not make it right with your customers.
When testing a product before release like this remote, do you think it went thru the drop test simulation? Yes.
I am not looking for sympathy here. I just wanted people to know about this product and the total lack of customer service I got from these folks. I was told on 3 occasions I would get a call back from a supervisor and they did not. Even if it was to call and tell me no, do what you say your are going to do and not leave a customer hanging waiting for a response.

I will try to fix this LCD on my own. I appreciate the advice from others here about how to do that. I have used the search feature of the forum and found details from one member on taking it apart and showing the connections to the LCD. I will start with that.
Thanks everyone for their input.
Fish
Post 9 made on Saturday January 30, 2010 at 14:01
SaltiDawg
Long Time Member
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January 2005
76
On January 29, 2010 at 17:52, afishy1 said...
I don't know why not ask Toyota? ....

You equate a safety issue with potentially fatal consequences on automobiles that are still under Warranty with your apparently unsupervised child dropping a long out of Warranty remote? lol

You didn't bother to tell us that they'd offered you a 50% off voucher?

I think you need to man up and accept responsibility.
Post 10 made on Saturday January 30, 2010 at 14:18
akirby
Super Member
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4,640
Nobody accepts any personal responsibility any more. It's really sad.
OP | Post 11 made on Saturday January 30, 2010 at 14:59
afishy1
Junior Member
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January 2010
11
On 1264878090, SaltiDawg said...|
I think you need to man up and accept responsibility.

Ok maybe you guys are right. This is all my fault. This is my responsibility.
Thanks for really opening my eyes.
Post 12 made on Saturday January 30, 2010 at 15:58
SaltiDawg
Long Time Member
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76
On January 30, 2010 at 14:59, afishy1 said...
Ok maybe you guys are right. This is all my fault. This is my responsibility.
Thanks for really opening my eyes.

Glad you've seen the light. lol

Hurry back.
OP | Post 13 made on Saturday January 30, 2010 at 16:57
afishy1
Junior Member
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11
[Link: remotecentral.com]

More interesting reading from this forum.
Post 14 made on Saturday January 30, 2010 at 18:14
SaltiDawg
Long Time Member
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76
On January 30, 2010 at 16:57, afishy1 said...
[Link: remotecentral.com]

More interesting reading from this forum.

I think you're trying to stir the pot. There is a guy or two unhappy with their 890 (one of which finds out it was HIS issue.) There are a couple of guys that say their 890 is great.

I've had an 890 (PRO) for a couple of years and absolutely love it. That said, I don't allow my young granddaughters to "play" with it. ;-) (And my Bulldog isn't allowed to chew on it.)
OP | Post 15 made on Saturday January 30, 2010 at 18:37
afishy1
Junior Member
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January 2010
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On January 30, 2010 at 15:58, SaltiDawg said...
Hurry back.

I don't scare off that easy SaltiDawg. I can see that you and akirby are long time members here with many positive contributions. I hope to be one too.
Just because my first post is rather negative in nature, don't think that is all I am about. I have some good things to offer.
The crack about unsupervised child was uncalled for. I was in the same room with my boy when this happened. I assume that you do not have kids or are so in control of yours that you keep them 100% incheck.

When I said I take responsibility for this I meant it. It was dropped on my watch. That is my fault. I was simply pointing out various problems associated with this remote. I am allowed to do that right??? I am not the only one.
I may reconsider using the 50% off and buy another one. It seems the general consensus here is I am the wrong one. Maybe so. I know a little more about "man ing up" that I willing to discuss with you.
Hope to have more civil interactions with you in the future.
Semper Fi, Fish
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