1. TechSpot is dedicated to computer enthusiasts and power users. Ask a question and give support. Join the community here.
    TechSpot is dedicated to computer enthusiasts and power users.
    Ask a question and give support.
    Join the community here, it only takes a minute.
    Dismiss Notice

Logitech is offering Harmony Link owners a free Hub following backlash

By Shawn Knight ยท 7 replies
Nov 9, 2017
Post New Reply
  1. Logitech recently announced that it would be discontinuing service and support for its Harmony Link smart hub. After March 16, 2018, the device will no longer function, leaving owners empty-handed.

    The company offered Harmony Link owners a 35 percent discount on the purchase of a new Harmony Hub (its modern successor) but needless to say, that didn’t sit well with loyal users.

    In response to backlash from users across the Internet, Logitech said on Thursday that it will be replacing all Harmony Link devices with a complementary Harmony Hub.

    Owners will be contacted between now and the end-of-life date regarding a replacement. Optionally, you can reach out to Logitech to get the ball rolling.

    Those that already took Logitech up on the 35 percent discount offer will be refunded the full amount they paid for the replacement.

    Logitech said it made the decision to end support and service of the Harmony Link due to the fact that a key encryption certificate is set to expire next spring. Continuing the service while knowing it could be vulnerable to attack down the road would be “acting irresponsibly,” the company said.

    The Harmony Link initially went on sale in 2011 and was last offered by Logitech in the fall of 2015.

    In speaking to Wired, Rory Dooley, head of Logitech Harmony, said “I made a mistake. It was an honest mistake. Mea culpa. We’re going to do right by our customers, and do the right thing.”

    Image credit: Engadget

    Permalink to story.

     
  2. Reehahs

    Reehahs TS Guru Posts: 729   +472

    That is good to hear and also the reasoning behind discontinuation of their original product.
     
    Kenrick and Hexic like this.
  3. Kenrick

    Kenrick TS Evangelist Posts: 630   +403

    One of the best customer service out there in par with evga. They replaced my mx performance mouse twice already.
     
  4. Burty117

    Burty117 TechSpot Chancellor Posts: 3,493   +1,295

    They could renew the certificate? That's not particularly expensive, either that or this service was extremely poorly programmed to the point they simply cannot put a new cert in?

    I call bullsh*t on this, Logitech simply don't want the service running costs.
     
  5. fadingfool

    fadingfool TS Booster Posts: 100   +95

    Win for the internet. Nothing like a good backlash to get companies to finally do the right thing by their customers.
     
  6. AccordXTC

    AccordXTC TS Rookie Posts: 24   +12

    I wouldn't give them any praise for this or there customer service period. Not a lot of people know till its to late that they offer ZERO repair on the premium remotes they sell. I found this out the hard way when one of my Elites was dropped and the screen broken

    Thankfully there is a company called Harmony Remote Repair in NY that offers a service Logitech should using original parts. They also do not support for technical calls after 90 days like Apple without paying.

    Great product but very poor customer service.
     
  7. psycros

    psycros TS Evangelist Posts: 2,715   +2,514

    I kind of wondered that myself but now their willing to do a full replacement. I suspect the device may have been intentionally designed so its security couldn't upgraded in software, specifically to prevent hacking.
     
  8. Vulcanproject

    Vulcanproject TS Evangelist Posts: 739   +1,066

    Good Logitech. This is how you build consumer trust in your products, even if it took a backlash.
     

Add your comment to this article

You need to be a member to leave a comment. Join thousands of tech enthusiasts and participate.
TechSpot Account You may also...