CGA Claim Reasonable?

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Paul1977

5041 posts

Uber Geek

#191302 31-Jan-2016 14:59

Wanted opinions on whether I would be justified in pursuing a CGA claim.

Purchased a Logitech Harmony Ultimate remote control in April 2014, and the WiFi on the hub component is almost entirely dead (works intermittently, but mostly doesn't). This prevents me from updating the remote over the Internet, or from using my smartphone as a backup remote.

The CGA basically says products need to last for a "reasonable time'.

Do you all think that is is reasonable for me to expect a $383 remote control to last longer than 20 months?

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20141 posts

Uber Geek

#1482254 31-Jan-2016 15:06

Yes, I think you would expect such a device to last far longer than just 20 months, especially as it is a premium, brand and product, and is high value for what it is. It is within two years , and apple for example give all products in NZ 24 months CGA coverage by default (even though they shouldn't place a time limit, they told me that it is 24 months by default, and longer on a case by case basis.)

hyperman

418 posts

Ultimate Geek

#1482260 31-Jan-2016 15:24

most Logitech products have a 2 year warranty anyway....

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Paul1977

5041 posts

Uber Geek

#1482266 31-Jan-2016 15:42

hyperman:

most Logitech products have a 2 year warranty anyway....

Really? I was just assuming it was 12 months. I'll look into that as if it is a 24 month warranty that will simplify the process considerably.

shortcircuit

86 posts

Master Geek

#1482276 31-Jan-2016 16:00

I just checked the box on my Touch and it says 'limited 1 year warranty'.

Having said that- the hub/wifi fault is not minor and the CGA would likely see that as not being an acceptable lifespan for the product, ie the product should be expected to perform without fault for more than 1 year.

Hit up the retailer first and point out that it is a 'premium' product expected to last a reasonable time.

My previous Harmony had a fault outside 1 year warranty (the swollen battery issue) and I remember I had to send it back to the agents with some RMA paperwork (ie small hoops to jump through), but they replaced it in a reasonable time span (about 1 week I think)

shortcircuit

86 posts

Master Geek

#1482291 31-Jan-2016 16:05

Just looked on the Harmony web site-

The latest 'Ultimate' model with hub ($549) says 2 year warranty.

The Touch without hub says 1 year warranty

mattwnz

20141 posts

Uber Geek

#1482294 31-Jan-2016 16:11

Paul1977:

hyperman:

most Logitech products have a 2 year warranty anyway....

Really? I was just assuming it was 12 months. I'll look into that as if it is a 24 month warranty that will simplify the process considerably.

The CGA may provide more coverage than the manufacturers warranty anyway.

Paul1977

5041 posts

Uber Geek

#1482297 31-Jan-2016 16:21

shortcircuit:

Just looked on the Harmony web site-

The latest 'Ultimate' model with hub ($549) says 2 year warranty.

The Touch without hub says 1 year warranty

Yes, I see the new "Elite" model is 2 years, but I can't find anything definitive info regarding the NZ warranty for the Ultimate (as it is no longer a current product).

I've opened a case with Logitech describing the problem and asking what the warranty length is for that model in NZ. I know first point of contact is meant to be the retailer, but I figure Logitech can advise me of the warranty length quicker. If the say it is only 12 months I'll decide the best approach then.

It certainly sounds like the consensus here is that I have grounds for a CGA claim if it is only a 12 month warranty.

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shortcircuit

86 posts

Master Geek

#1482300 31-Jan-2016 16:30

Sorry- I meant 'Elite' (at $549.00). Strangely I purchased my Touch remote 1st, then purchased the hub when they came out and both boxes say 1 year warranty , so it is possible that the 'Ultimate Touch' with hub all in one might have the longer 2 year warranty as well. Did you keep the box? (it's printed on the side)

JamesL

956 posts

Ultimate Geek
Inactive user

#1482320 31-Jan-2016 17:04

I've had good experience dealing with Logitech.

One of our cats chewed through the power cable of the charging base for one of the old logitech remotes, they replaced it for free no questions asked.

I was prepared to pay for a replacement as it was about 3 years old at that stage so was pleasantly surprised

Dunnersfella

4086 posts

Uber Geek

#1482324 31-Jan-2016 17:19

Try another router before returning...

I had an issue, switched to another router and it worked perfectly.

To be fair, I later went through the full firmware update process of the hub and remote (not through the Harmony software) and it worked with the old router too. So yeah, do double check it or you may end up with the same problem when they replace it.

mattwnz

20141 posts

Uber Geek

#1482343 31-Jan-2016 17:40

JamesL:

I've had good experience dealing with Logitech.

One of our cats chewed through the power cable of the charging base for one of the old logitech remotes, they replaced it for free no questions asked.

I was prepared to pay for a replacement as it was about 3 years old at that stage so was pleasantly surprised

I had them replace a less than 2 year old harmony remote (although it was still under warranty) after the charging system failed, and they didn't have replacements of the model. So they replaced it with the newest model. It was purchased from Dick Smiths, but they were hopeless, and all they would do is refund me, which is not what I wanted, as the refund wouldn't cover the cost of buying a replacement. Especially as it was still under warranty. So I would give a big thumbs up to Logitech and how they treat their customers. They are a good company to deal with,

Paul1977

5041 posts

Uber Geek

#1482358 31-Jan-2016 18:11

Dunnersfella:

Try another router before returning...

I had an issue, switched to another router and it worked perfectly.

To be fair, I later went through the full firmware update process of the hub and remote (not through the Harmony software) and it worked with the old router too. So yeah, do double check it or you may end up with the same problem when they replace it.

I've tried it using the hotspot on my iPhone and it won't connect properly on that either, my other Harmony Ultimate has no problems on either my WiFi network or my iPhone hotspot. I will try it on a another router as well to be safe, but I am confident it is the hub that is the problem.

It is on the latest firmware, and I have done a factory reset and restore on it. How do you do a firmware update without using the Harmony software?

Paul1977

5041 posts

Uber Geek

#1482494 31-Jan-2016 22:46

shortcircuit: Did you keep the box? (it's printed on the side)

No, had a tidy up a couple of months ago and threw the box away.

Paul1977

5041 posts

Uber Geek

#1484548 3-Feb-2016 16:26

Response from logitech was that all Harmony remotes have a 1 year warranty in NZ. I then pointed out that the new Elite has a 2 year warranty, and so thought maybe the Ultimate (which is the previous flag ship) may also have had 2 years. They came back and said "I checked our Harmony remotes warranty and confirmed that Logitech hardware warranty has only 1 year coverage".

Interestingly, the hub has started to work again (see my other thread on the Home Theatre forum if interested in specifics). If it starts falling over again I'll be onto the retailer.

mattwnz

20141 posts

Uber Geek

#1484625 3-Feb-2016 17:50

Paul1977:

Response from logitech was that all Harmony remotes have a 1 year warranty in NZ. I then pointed out that the new Elite has a 2 year warranty, and so thought maybe the Ultimate (which is the previous flag ship) may also have had 2 years. They came back and said "I checked our Harmony remotes warranty and confirmed that Logitech hardware warranty has only 1 year coverage".

Interestingly, the hub has started to work again (see my other thread on the Home Theatre forum if interested in specifics). If it starts falling over again I'll be onto the retailer.

Did you mention the CGA to them? You can go to the NZ distributor/importer who is considered to be the manufacturer. You just have to ask Logitech who that is.

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