Logitech is offering Harmony Link owners a free Hub following backlash

Shawn Knight

TechSpot Staff
Staff member

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

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Kenrick

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

Burty117

TechSpot Chancellor
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.
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.
 

fadingfool

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

AccordXTC

TS Rookie
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.
 

psycros

TS Evangelist
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.
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.
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.