Logitech spares issue

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jaidevp

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#210329 22-Mar-2017 19:46

My Logitech Harmony Elite remote is frequently not holding charge over 24hrs. Since it's a little over 12months old I am fully prepared to purchase a replacement battery however it appears Logitech don't supply any spares for their products in New Zealand and Australia.

This is a bit of an issue if you have a $500 remote that needs a new battery. They even publish battery replacement instructions on their site however no way to purchase one.

Their offshore Helpdesk suggested I get it from eBay, that's a bit ludicrous! While I'm not adverse to sourcing from overseas, I would expect Logitech to sell spares for items they sell in NZ.

Are Logitech allowed to sell hardware in NZ costing a few hundred with no avenue to purchase spares locally when out of warranty?

This is their parts store devoid of any products, same as the Aus store.

http://support.logitech.com/en_nz/parts

Lias

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#1746033 22-Mar-2017 20:03

More than just an expectation, it's a legal requirement they offer spare parts. The CGA fairly clearly states that manufacturers (or in their absence importers) must ensure that spare parts are available for a reasonable period of time.

IANAL but I'd think you probably have a fairly strong CGA case against Logitech or whomever imported it for a refund or a replacement.

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fe31nz

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#1746077 22-Mar-2017 21:52

And if a rechargable battery in a device of that sort is failing in 12 months, then I would expect that to be fixed under the CGA anyway. That is not "durable" for a $500 device.

mattwnz

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#1746080 22-Mar-2017 21:57

Where did you buy from? Go back to the retailer for a solution. I had this same problem with my harmony remote, and couldn't find a battery and the retailers only solution was a refund. Although mine was still under the manufacturers warranty.

Jaxson

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#1746089 22-Mar-2017 22:02

Yep, less than 12 months is crazy for a failure such as this.

jaidevp

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#1746377 23-Mar-2017 12:50

I don't actually want a refund, these remotes are perfectly adequate for my use and are fully ingrained in my setup with my Home Theatre, and I enjoy using them. I just want to BUY a battery. Another difficulty from sourcing overseas is that it's not easy to get it shipped as it's Li-Ion.

Their offshore helpdesk aren't any help at all. Their social media response is they will look for a spare, I want them to solve it for all customers in NZ/AUS not just me.

Currently looking for a local or Australian corporate contact at Logitech Aus.

Batwing

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#1746379 23-Mar-2017 12:55

When I needed a receiver for the K400 keyboard I ran into a similar issue of no official way to obtain one without buying a second keyboard.

They? shipped one from Singapore to me for free and the rep seemed to consider it Logitech's loss for not providing me a way to buy one

Inphinity

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#1746384 23-Mar-2017 13:05

I've always had great support for this sort of thing from Logitech in the past, including shipping whole new products where lack of parts availability caused trouble. How did you contact them? They used to have an NZ 0800 number. I say used to, as I haven't had need to try for a couple of years, so unsure if they still provide this. Have you tried also contacting the retailer you originally got the device from? They may be able to obtain them for you.

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antoniosk

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#1746388 23-Mar-2017 13:12

jaidevp:

I don't actually want a refund, these remotes are perfectly adequate for my use and are fully ingrained in my setup with my Home Theatre, and I enjoy using them. I just want to BUY a battery. Another difficulty from sourcing overseas is that it's not easy to get it shipped as it's Li-Ion.

Their offshore helpdesk aren't any help at all. Their social media response is they will look for a spare, I want them to solve it for all customers in NZ/AUS not just me.

Currently looking for a local or Australian corporate contact at Logitech Aus.

Let the Commerce Commission know. They are in breach of NZ Law - seems pretty clear cut - and will give the CC something to get their teeth into.

You have the right - they are a public body there to support NZ.

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benokobi

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#1746392 23-Mar-2017 13:16

I lost the Ac adaptor for my Logitech racing wheel. Had no adaptors so they wanted to replace the whole unit instead.

B1GGLZ

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#1746397 23-Mar-2017 13:30

I had a similar problem with my Logitech 725 Remote several years ago. Soon after the 12 month warranty expired the battery stopped holding it's charge for more than about 24 hrs. There appeared to be no spares available so I emailed Logitech regarding the problem and apparent lack of support in NZ. They promptly shipped me a new battery from Oz free of charge. I was actually quite impressed with their rapid response and support as I didn't even mention the CGA.

trig42

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#1746405 23-Mar-2017 13:37

0800 743-967

https://www.logitech.com/en-nz/contact

Give that a try first. They have to provide a solution (I suspect you'll get a new remote). Yours is well inside CGA protection guidelines.

EDIT: Given the hours that 0800 number is available (11am-7pm) - looks like it is based in Australia. They do have an office in NZ (Parnell I think).

chiefie

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#1746431 23-Mar-2017 14:06

trig42:

0800 743-967

https://www.logitech.com/en-nz/contact

Give that a try first. They have to provide a solution (I suspect you'll get a new remote). Yours is well inside CGA protection guidelines.

EDIT: Given the hours that 0800 number is available (11am-7pm) - looks like it is based in Australia. They do have an office in NZ (Parnell I think).

I recommend this, I have had (separate) battery and A/C adapter issues with the older model and they sent out replacements without any cost incurred on me.

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linw

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#1746446 23-Mar-2017 14:50

Glad mine has the charging cradle to sit it in!

sen8or

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#1746448 23-Mar-2017 14:54

If you really want to buy one, you could try these guys http://www.batterymasta.co.nz/

Just get the exact part number for the unit

jaidevp

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#1746474 23-Mar-2017 15:14

trig42:

0800 743-967

https://www.logitech.com/en-nz/contact

Give that a try first. They have to provide a solution (I suspect you'll get a new remote). Yours is well inside CGA protection guidelines.

EDIT: Given the hours that 0800 number is available (11am-7pm) - looks like it is based in Australia. They do have an office in NZ (Parnell I think).

Yes I contacted them initially, (It's an offshore helpdesk not NZ/AUS based) this is where I was told they don't have any spares and to purchase one from overseas. I had to be insistent on them escalating and logging a case.

After logging a case, they sent through the usual, update firmware procedures etc.. after I responded that didn't work and its an issue with the battery, they said as a ONE TIME good will gesture they will refund me if I provide the receipt. I haven't responded to that yet..

The retailer is either Noel Leeming or PBTech I can't remember and will need to locate the receipt.

If I get a refund I'd most probably end up purchasing it again.. I use the Logitech Harmony ecosystem quite a bit, i.e. the smart remote, the app and the physical Elite and One Touch remotes. Then after another year if the battery in the new one fails, then what? Its not good enough, but it's sounding like it's the only way getting full refunds each time.