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Announcement: Harmony Remote Manufacturing, Service and Support Update

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231 comments

  • swechsler

    Dustin P

    Repairing small, inexpensive electronics is not cost effective in this modern era. These devices are built on an automated production line and are not designed to be repaired, as repairability would increase the cost of the device significantly. This remote is basically a single PC board, with all SMT devices, including ASICs, combined with an LCD touch panel. Everything is soldered together by machine. While you theoretically could source a replacement panel (assuming it's a commodity part and not a bespoke item), it would require significant skills in microsoldering in order to do the installation, and as such would cost more than replacing the device. While it's unfortunate, that's the reality of life today. 

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  • klosz007

    It's half of the story. The other half is that manufacturers make hardware difficult to repair by using various tricks - strong glues, hard to open latches etc. This makes independent repairs difficult, allows official repair prices to be high and eventually drives customers into buying new devices that could otherwise be repaired if manufacturer had will to allow it.

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  • swechsler

    That's especially true for Apple products, and it seems to be intentional, but I doubt that's the case with Logitech.

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  • Quin at HRR

    Well, we've been repairing Harmony controllers exclusively for over 12 years and I can say that many of the things that go wrong with these units can be repaired cost effectively. Although complete logic board replacements are sometimes necessary, more often an LCD module needs replacing, or a front cover or a tactile snap dome. Not a big deal if Logitech was interested in doing so. We've certainly kept thousands of these units going and it's much more difficult for us to source parts, etc. It would be simple for Logitech to provide parts to the Geek Squad for example and continue to sell and service controllers through 3rd-party vendors. Oh well - another missed opportunity - but I've been telling this to Logitech for a decade now.   

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  • Bruce Lewis

    Apple got lucky with their products, and has made more than a few millionaires (and at least a couple of billionaires) out of the practice. Logitech, unfortunately took an equally outstanding product, attempted to apply the same formula, fumbled it, and things have turned out much differently.

    Spin off the product and let another manufacturer have a go at it, please, Logitech. Don't leave us in the lurch. Support or not, if the retail products aren't there, we know you're going to dump it...

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  • Bruce Lewis

    To Quin at HRR: How do we get in touch with your company?

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  • Proton68

    Well... it's time to change... turns to google "best universal remote except Logitech"...

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  • klosz007

    That leaves us with solutions inferior to Harmonies, that's the whole pain :-(

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  • Proton68

    Maybe a new challenger will arise, let's hope for the best ! :-)

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  • bobjbkln

    I note that Ralph from Logitech is now responding to two week old posts.  Is this what Logitech means by "We plan to support our Harmony community and new Harmony customers..."?

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  • stephen sheldon

    Takes alot to shock me,but logitech you succeeded,why are you doing this,I luv my remote,im really pissed 

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  • davidsco27

    AAAaand already the problems start. Servers down since last night. No help from support.   Here we go, of COURSE Logitech backs down from their statements of continued support. 

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  • JB

    @davidsco27 - I didn't notice any issues on my end last night.  What time was that?  I'm east coast.

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  • davidsco27

    Looks like it's only a problem with my Tablet.  Works ok on my phone.  Tried rebooting the tablet, force stopping and clearing all data and logging in again and the problem remains.  Also just tried uninstalling and reinstalling the app.  Strange

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  • Kendle Max

    Hmm, here we need to give attention.

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  • Kendle Max

    Proton68 maybe you proof ri8 soon :)

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  • JB

    has anyone tried Sevenhugs? 

    Edit - ugh, sevenhugs isn't available anywhere either, so I'm guessing they have withdrawn from the market as well.  Same with Caavo.  Seriously, WTH!?

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  • davidsco27

    STILL can't edit activities on an Android device. Been several days now. They say they're "aware" of the problem.  

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  • swechsler

    JB

    Don't use current availability of devices to draw conclusions regarding the status of other products. The pandemic has caused supply issues resulting in worldwide shortages of all sorts of items, including electronics.

    However, the reading I've done on the alternatives to the Harmony remotes (including Sevenhugs) has led me to believe that nothing else currently on the market is nearly as good.

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  • PKHarmony

    davidsco27 the recent security updates from Android is causing this issue. Our team is working on providing an update to the Harmony App. Hopefully, this will be released soon. We apologize for any inconvenience caused.

    As a workaround, you can use the Harmony app on iOS or MyHarmony Desktop Software on a Windows computer to make the changes to your settings.

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  • davidsco27

    @pkharmony, except there's been no recent security update done to my devices. 

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  • PKHarmony
    davidsco27 Can you remove the updates to Android System WebView and then try Harmony App to see if that works. This is a temporary workaround and our team is working on releasing a fix.
     
    Steps to remove the Android System Webview Update
    1. Open Settings in your Android smartphone,
    2. Navigate to Apps >> Android System WebView.
    3. Tap on the three-dot menu on the top right and select the 'Uninstall updates' option.
    Note: Removing WebView updates might cause issues with other applications. After making changes to your Harmony App, you can update the Android System WebView. Go to Playstore and search for "Android System WebView" and click Update.
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  • W.H.

    PKHarmony I can confirm that the temporary workaround works but appreciate that you are prioritising a permanent fix since obviously there were good reasons for the security update.

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  • PKHarmony

    Thank you for confirming!

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  • Brian in Ohio

    As a custom installer/integrator, I am deeply disappointed with your decision to discontinue the Harmony Remote line. It is the only universal remote that could be programmed to control a home theater system in a matter of minutes versus hours. The only reliable remote available that didn't require a degree in programming to set up. The Harmony Elite and Pro were the best in your line and the easiest to train NEW users to operate. Existing user's loved them as well as installers. I have tried URC and Pro Control universal remotes in the past and found them difficult to program unless you were programming them on a regular basis. It was and is a great product and I'm left with no reasonable replacement for it. I just can't express how deeply disappointed I am with Logitech right now. You have hurt not only my feelings but my business as well with this decision. It would have been better to sell of the Harmony brand rather than discontinue making the product all together and not offering up a replacement.

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  • stephen sheldon

    I am now done with logitech,I will never ever buy any of ur products again,horrible company

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  • Dominique Pu

    Yeah. I will do not buy any Logitech Hardware, too.

    Disappointed…

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  • Andrew Mursell

    This is a crazy decision; Logitech are abandoning an excellent & popular product that many people, and especially home automation installers, depend upon. Ok I can just about understand it from a manufacturing point of view as these remotes are probably low volume and small potatoes for a company like Logitech. However, I have heard rumours from many senior people in corporate IT departments that they are now recommending against the future purchase of any Logitech IT products. Continuity of supply & long term availability is paramount in industry and since they've acted this way with their range of remote controls, who knows what else they may discontinue?

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  • Julian Wächtler

    Hello  two points:

    -the Android app doesn't work.(no connection to the Server possible)

    -your Beta Device "Dyson Pure Cool me" also does't work... Please fix it fast, its hot in Germany. :D 

     

    Thank you! and i hope u will support us to the end of all days.

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  • JeffreyDang4802

    Is this the place where we sign up to be apart of the class action lawsuit?  I have a $300 remote that doesn't work anymore because it can't communicate with the logitech servers.

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