AVS Forum banner
1 - 20 of 34 Posts

·
Registered
Joined
·
803 Posts
Discussion Starter · #1 ·
I have had this problem FOREVER since I bought the remote 1.5 years ago I think.


Google shows everyone has the same problem.


I dont have a home phone so making tech support calls is something I need to squeeze in my lunch at work... has logitech made a fix for this yet?


Will they send me a new cradle for free or do I need to mail the old one back in, or pay for a new one or what?
 

·
Registered
Joined
·
200 Posts

Quote:
Originally Posted by snickersbar /forum/post/0


I have had this problem FOREVER since I bought the remote 1.5 years ago I think.


Google shows everyone has the same problem.


I dont have a home phone so making tech support calls is something I need to squeeze in my lunch at work... has logitech made a fix for this yet?


Will they send me a new cradle for free or do I need to mail the old one back in, or pay for a new one or what?

The cradle that came with my new remote, old one died. has smaller contacts, another user also noticed this I think they have fixed the problem by resizing the contacts so the remote sits with more ease.
 

·
Registered
Joined
·
1,846 Posts
This issue is NOT resolved! I've been continually frustrated by Logitech support and the cradle issue. I got my remote over the summer and it worked fine for maybe 3 or 4 months. Then in September it quit charging despite my cleaning it and wiggling it, etc. They sent me a replacement base (which was on backorder for a month) a few weeks ago and that one was a dud also. Now they are supposed to send me my third base (including my original) but have no idea when I'll get it.
 

·
Registered
Joined
·
1,620 Posts
I also had a similiar problem so Logitech replaced the remote and cradle and it has worked flawlessly. What you guys need to do is this clean the cradle once a month with a CD or LCD cleaner wipe it down this will gets rid of all the oils and stuff that get on the contacts it has worked great for me.


Rob
 

·
Registered
Joined
·
200 Posts

Quote:
Originally Posted by pbmpharmacist /forum/post/0


This issue is NOT resolved! I've been continually frustrated by Logitech support and the cradle issue. I got my remote over the summer and it worked fine for maybe 3 or 4 months. Then in September it quit charging despite my cleaning it and wiggling it, etc. They sent me a replacement base (which was on backorder for a month) a few weeks ago and that one was a dud also. Now they are supposed to send me my third base (including my original) but have no idea when I'll get it.

Maybe the replacement you got previously wasn't a redesign. I have them side by side and there is an obvious redesign of the contacts one on the right is the new one.
 

·
Registered
Joined
·
1,846 Posts

Quote:
Originally Posted by apexmi /forum/post/0


Maybe the replacement you got previously wasn't a redesign. I have them side by side and there is an obvious redesign of the contacts one on the right is the new one.

These pictures REALLY help. My first charger looks like the one on the left. My replacement base looks like your picture on the right. When I called Logitech, they told me that some of the newer chargers occasionally have a depressed middle prong so I'm supposed to get another one, hopefully it won't take a month this time.
 

·
Registered
Joined
·
195 Posts
Is it possible to buy a new charging cradle?


I think that I must have spilled some liquid or other on mine. Even after cleaning the contacts, the top of the right one is still black.


Since I believe that this is my fault, I want to buy a new one.


No reply yet to the e-mail request I sent to logitech Monday of last week.


Anybody have any suggestions?
 

·
Registered
Joined
·
1,846 Posts
Spare chargers can be found easily. I'd suggest looking at eBay but someone here might make you an offer to sell theirs. I'm starting to think that my remote is the problem, if it is then I could send you a spare but I'm not sure just yet.
 

·
Registered
Joined
·
195 Posts
Since I had still received no reply to my e-mail, I called the Logitech support number.


It took a while, but I finally ordered a new charging cradle today.


Of course the first person I reached at support gave me the wrong number to call. In all I had to call at least five different numbers before I finally reached someone who would take the order.


We will see whether it shows up within the promised time. When I placed the order, they said I should receive it within 5 business days.
 

·
Registered
Joined
·
1,846 Posts
My replacement charger came at least a month after I called them... and IT was broken too. That's why I've abandoned the 880 and am awaiting my 720. Best of luck to you though.
 

·
Registered
Joined
·
14,549 Posts

Quote:
Originally Posted by rob316 /forum/post/0


I also had a similiar problem so Logitech replaced the remote and cradle and it has worked flawlessly. What you guys need to do is this clean the cradle once a month with a CD or LCD cleaner wipe it down this will gets rid of all the oils and stuff that get on the contacts it has worked great for me.

you shouldn't have to. It's bad design. I have several other charging cradles for phones and a laser mouse and they work flawlessly whether I dust them or not. The 880 cradle will work for me 80% of the time without cleaning as well.


The difference is that Logitech designed a cradle that lies flat and doesn't have a tight form factor to hold the remote in place. It should have been an angular cradle as most others do to make sure the contacts drop into position every time by the weight of the remote alone.
 

·
Registered
Joined
·
1,846 Posts

Quote:
Originally Posted by VisionOn /forum/post/0


you shouldn't have to. It's bad design. I have several other charging cradles for phones and a laser mouse and they work flawlessly whether I dust them or not. The 880 cradle will work for me 80% of the time without cleaning as well.


The difference is that Logitech designed a cradle that lies flat and doesn't have a tight form factor to hold the remote in place. It should have been an angular cradle as most others do to make sure the contacts drop into position every time by the weight of the remote alone.

I agree 100%. It's a design flaw that continues. I couldn't find a single report of a 720 remote owner that reported charger issues on AVS, Cnet, or anywhere else.
 

·
Registered
Joined
·
14,549 Posts
Logitech try to justify the bad design choice by saying the horizontal cradle means "you can operate the remote while it's charging!"


a) How many people try and use it for any length of time while it's charging?


b) How many people have tried and found that pushing any button knocks the remote off the contacts and stops the charging process?
 

·
Registered
Joined
·
4,839 Posts

Quote:
Originally Posted by rob316 /forum/post/0


I also had a similiar problem so Logitech replaced the remote and cradle and it has worked flawlessly. What you guys need to do is this clean the cradle once a month with a CD or LCD cleaner wipe it down this will gets rid of all the oils and stuff that get on the contacts it has worked great for me.


Rob


Thank you, I was seconds away from calling for a RMA for my 5 month old 880 that was stone cold dead and would not recharge. Did your LCD cleaner trick of the cradle and remote contacts and I was back in business.

Funny the contacts did not look oily
 

·
Registered
Joined
·
353 Posts

Quote:
Originally Posted by jones07 /forum/post/0


Thank you, I was seconds away from calling for a RMA for my 5 month old 880 that was stone cold dead and would not recharge. Did your LCD cleaner trick of the cradle and remote contacts and I was back in business.

Funny the contacts did not look oily


Boy you don't know how lucky you are. Logitechs customer service for the Harmony remotes is flat out awful!


I purchased an 880 two weeks ago, brought it home set it all up and placed the unit on the charger. The next day after coming home I went to set it up and noticed that only the first segment of the battery indicator was lit. I put it back in the charger, the backlight comes on the battery indicator animates like it is charging yet after several more hours it still showed only the first segment lit. I checked online and learned about the contact issues. I cleaned the contacts on both the remote and the base. After several hours still the same results.


I placed a call to customer support and chose the warranty option, after being on hold for 15-20 minutes I'm informed by the person that answers the phone that I can not call them directly. I must go through technical support and he hangs up. I call back wait another 15-20 minutes for customer support. Go through about 45 minutes of troubleshooting with the guy who then informs me I must wait for a return call from teir 2 support. They will call within 24 hours here is your ticket number if they don't call call us back. Of course they never call back.


I call back 2 days later, wait 15 minutes for tech support give them my ticket number they transfer me. I wait 30 minutes on hold for teir 2, the gal walks me through everything the first guy did. Finally she agrees the battery is the problem takes all the info from the battery and... get this...


Informs me that in 10 to 14 BUSINESS days someone from warranty replacement will contact me. If I havent received a call after 14 business days to call them back, but she cannot ship me a replacement battery only warranty replacement can and only after they have verified that it is really the battery that is the problem. Needless to say I thanked her for completely wasting my time and told her not to bother having warranty repair call. I boxed it all back up returned it and will not even consider buying another Harmony remote. All of that for a battery?! I'd hate to see the hoops I'd have to jump through if the remote itself were defective.
 

·
Registered
Joined
·
15 Posts
I can't say enough about Harmony's support on this remote.


I had the charging problem since I got this remote when it first came out.


I finally saw that it was a common problem so I e-mailed Harmony.


They sent me a small survey and asked for me to explain the problem, so I did.


I got an e-mail back that stating that they were sending me a whole new remote.


I received the remote yesterday. So from start of e-mail chain to getting my new remote was about 5 days.


Very happy so far. The remote charges as it is supposed to now.


John
 

·
Registered
Joined
·
9,431 Posts
The new cradles have a magnet for the middle contact. If yours doesn't have the magnet (obviously different from the outer contacts) and you have a charging problem then by all means contact Logitech and they will send you a new one.
 

·
Registered
Joined
·
1,975 Posts
Yes, I did this a couple of months ago. It took me a while to explain to the tier 1 tech what my problem was as he said that he had never heard of it before (I found that hard to believe unless he was new), but eventually I got him to send me the new charger base for free. Even though my remote was about 1 year out of warranty.


I plan on calling in 2 more times for my parents and my sister who both still have the old charging bases, but I haven't gotten around to it yet.
 

·
Registered
Joined
·
1 Posts
Logitech will send you a new cradle.. All you have to do is ask! At least, that's all I had to do. I informed them that my old cradle was not charging properly and was constantly beeping. They e-mailed me a form to fill in and I did so. After that they said "Ok" and sent me a brand new 880 and cradle! The Harmony 880 has three 'metal things' that line up with three 'metal things' that are supposed to meet in order to charge. The new cradle also has three 'metal things' but the middle one is a magnet that holds the 880 in place. It works great. "Metal Things", don't you love that technical talk?" Oh btw I didn't have to send the old 880 or cradle back to Logitech. So the old one still works but you can't upgrade it any more. Customer service doesn't get any better than that, imo.
 
1 - 20 of 34 Posts
Top