Recently I had two gadget failures. My Slingbox Pro, and Harmony Remote both failed on the same day. Yeah, I was upset and down right angry. Both situations have been resolved to my satisfaction.

This all started when I wanted to move things around in our media cabinet under our television. The idea was to remove the CD changer, add the Retro Duo and Nintendo 64, and make some room for my son’s books. At the same time I consolidated the cables running to the TV. I had everything moved and hooked up how I wanted it, except for the Slingbox. I left that unplugged because I wanted to get the remote updated as the day was getting late.

I started up the Harmony software and changed all of the settings that I needed to change. The wireless extender updated no problem, the RF receiver that repeats IR signals. The 890 remote tried to update, it failed. The software was trying to update the firmware on the remote, which it seemed to complete, but then it wouldn’t update the settings. I did some looking around in the Logitech forums and found out how to put the remote into safe mode. I tried again.

While in sleep mode it indicated that the firmware still needed updated. The remote again looked liked the firmware was updated, however it still would not complete the update fully. I even tried the suggestion of creating a new online account for the remote. I added just two devices and one activity, it still wouldn’t update. After some more frustrating attempts to update the remote I gave up. I was not sure where I would get with Logitech phone support because they have a new policy for Harmony remotes that limit phone support to 60 days after purchase, which was not the policy when I purchased the remote.

I called and used the new online account to make reference to my remote. I was able to talk to someone there. He did keep asking me when I purchased the remote, but I have to admit that I lied. I told him that I got the remote as a gift and didn’t know when it was originally purchased. I know, I lied in order to get phone support. I spent some time on the phone and had to try just about everything I had already tried. Nothing work and I was asked to contact the warranty center.

At this point I had no expectations of getting anywhere. I figured I could give it a shot and see what comes of it, since I knew the remote was out of warranty. I called the warranty center and informed the woman on the other end of the phone what was going on. She confirmed that the phone support sent me in this direction. I gave her my case number and the serial number from the remote. The next few sentences out of her mouth truly surprised me. I was informed that yes the remote was out of warranty, however they would be able to do a one time full replacement of the remote. After confirming some information she thanked me for calling Logitech. A few minutes later I got an email that included the particulars and letting me know that I would be receiving a new remote in 7-10 business days.

Now that the whole remote situation was taken care of I focused my attention to the Slingbox. I plugged in the A/V cables, ran the IR blasters to the TiVo, on a side note I want the IR kit for my Vudu box, and then went to plug it into the Slingbox. There was no resistance. I tried again, but there was no plug there. I grabbed a flashlight and confirmed that the plug for the IR blasters was missing. After I picked the box up I fount the plug, it had come off the board and was freely rolling around inside the case.

This gadget was also out of warranty and I knew it. I jumped right on the phone with Sling Media support. They offered to swap out the unit for a fee. At this point I was just exhausted from things failing. I agreed and pulled out my debit card.

A few days later both of my replacements arrived and are in perfect working order. Logitech sent a fully new retail box with all of the extras and accessories. They also asked me to dispose of the broken remote properly as they do not want it back. Sling Media sent a refurbished Slingbox Pro, just the box in some bubble wrap, with a return shipping label. I hooked the Slingbox up and it is working just fine. Now I just have to drop off the broken unit to UPS.

In the end I am glad that everything is working well.