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Harmony Remote Controls Forum - View Post
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The following page was printed from RemoteCentral.com:
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LCD screen failure and warranty...
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| Topic: | LCD screen failure and warranty experience report This thread has 7 replies. Displaying all posts. |
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| Post 1 made on Wednesday April 17, 2002 at 10:42 |
Ken Founding Member |
Joined:
Posts: | July 2001
1,933 |
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The LCD screen has failed on my Harmony and needs to be returned for repair. I will report on the warranty process in this thread, revealing if it will be a dream or a nightmare. Stay tuned.
Wed. 4/17 8 a.m. -1st email sent to Harmony requesting return authorization.
Wed. 4/17 11 a.m. -received return RMA# and clear shipping instructions from Harmony.
Thur. 4/18 -Mailed unit via USPS ($2.50 regular airmail postage).
Wed. 4/24 -email received from Harmony verifying receipt of unit and action taken: a new Harmony is shipped today express mail with tracking number!
Mon. 4/29 -received the new Harmony remote.
Excellent job, Harmony!
This message was edited by Ken on 04/29/02 16:10.50.
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| Post 2 made on Wednesday April 17, 2002 at 11:34 |
Anthony Ultimate Member |
Joined:
Posts: | May 2001
28,876 |
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What happened? (i.e. what is wrong, black screen, no image)
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| OP | Post 3 made on Wednesday April 17, 2002 at 11:44 |
Ken Founding Member |
Joined:
Posts: | July 2001
1,933 |
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The lcd is blank. I have tried new batteries (it reboots properly when new batteries are installed -even left them out overnight). Everything else on the remote works -it updates and reboots from the website, the backlight works, it even still sends out commands. There just are no graphics at all on the screen (just green space).
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| OP | Post 4 made on Wednesday April 17, 2002 at 12:55 |
Ken Founding Member |
Joined:
Posts: | July 2001
1,933 |
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Wed. 4/17 11 a.m. - response from Harmony
An excellent fast response from Harmony was received within about 3 hours authorizing the return. Very clear shipping instructions were included as to shipping US to Canada. I'll send it off Thursday.
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| Post 5 made on Sunday April 21, 2002 at 11:22 |
alansingfield Founding Member |
Joined:
Posts: | February 2002
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I had a very similar fault with mine; the screen just went to showing horizontal lines.
The speed of response wasn't half as quick as yours; I don't know if its because I'm in the UK...
Mar 20 - Emailed customer service - no response
Mar 22 - Tried again - no response
Mar 26 - Emailed Returns dept instead
Mar 26 - got a prompt response but this didn't fix the problem.
Mar 26 - Emailed them again telling them fix didn't work
Apr 2 - Received email, stating replacement harmony on way
Apr 4 - I returned faulty remote by FedEx
Apr 8 - FedEx delivered new one.
Unfortunately the day they delivered was the day I went abroad for a 2 week business trip; luckily my fiancée told them to hold it and not return to sender!
Maybe I'm just unlucky; everyone else on these newsgroups seems to praise the ultra-fast response!
Looking forward to picking it up from the FedEx depot tomorrow and tinkering!
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| Post 6 made on Monday April 22, 2002 at 09:45 |
Mike Riley Founding Member |
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I don't see how you can feel unlucky... their customer service group is overwhelmed with new orders. It seems that once you got ahold of the Returns group, things went pretty quickly. Not even two weeks to send a new product and receive it overseas? And they sent it before you sent yours back? I kind of like that... ... Mike
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| OP | Post 7 made on Thursday April 25, 2002 at 21:55 |
Ken Founding Member |
Joined:
Posts: | July 2001
1,933 |
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Wed. 4/24 -Wow! Wednesday I recieved an email from Harmony stating that they received my remote, and a new remote was shipped today to me via express mail! Tracking number too!
This message was edited by Ken on 04/25/02 22:10.05.
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| OP | Post 8 made on Monday April 29, 2002 at 16:16 |
Ken Founding Member |
Joined:
Posts: | July 2001
1,933 |
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Excellent A+++ Performance!
Today I received the new replacement Harmony remote. The folks at Harmony Eazyzapper are to be commended on how they handle warranty matters. Fast, clear communication and quick turn-arounds. Job well done.
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