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Post by monkumonku on Feb 23, 2010 16:29:22 GMT -5
I followed the steps in post 122 today. First I got a tech who said he thought that the discretes were in the database so he gave me an incident number and said he would send me an e-mail with some steps to try, and if that didn't help to call back. He did send the e-mail but it was pointless because the main database did not have any discrete codes.
So then I called back and spoke to another tech who tried to be helpful but finally said he needed to escalate it to level 2, and he transferred me after providing me with another incident number. I waited just a minute or two and then was connected with someone who sounded like he knew what he was talking about.
My time spent with the level 2 person was pretty long - about 30-45 minutes but he loaded all the discrete codes into my account. Now it looks like I have a full set of commands for the UMC-1. I didn't try them all but I did test the discrete inputs and they work properly. I didn't bother to ask him why they just didn't do this in the main database. He looked over the notes others had left in their system and said that it seemed kind of confusing because everyone had relabeled their inputs, etc., so he had to make sure he was mapping things the right way.
In the end it seems like everything is working like it should. I also must comment Logitech's support because everyone tried to be helpful even if they couldn't help. The level 2 person said he wanted to make sure everything had been done right and kept apologizing for taking so much time. Then he followed up with an e-mail about a few more things to try to make sure everything was working properly. He also said I may need to do a bit of tweaking with the keys to get it to work right but that the codes were all in my account now. From what I can tell, since I don't do anything fancy with the UMC-1, I don't anticipate having to spend too much time with tweaking anything (haha, famous last words).
So this did take a long time but it was worth the time spent on the phone. They didn't charge me anything even though I am well past the 90 day limit, and they really seemed concerned to make sure everything worked correctly. Thumbs up to Logitech!
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Post by oldnickt on Feb 23, 2010 17:24:14 GMT -5
I tried calling Logitech help and they referred me to the fee based service  Not giving up I entered an email incident and got a msg back in about 1 hr saying the codes were loaded. I checked and all the codes I wanted except "tuner" were in my database. I have updated the incident and fully expect that they will fix that. Logitech support are very very good. It's just at some higher level where they don't seem to handle the new equipment quite as promptly - seems like they let the workload fall on their first line support, rather than deal with the vendors... |
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Post by flamingeye on Feb 23, 2010 17:41:55 GMT -5
If I may ask how is logitech with people that get used/ previously owned remote`s will I have to pay for a account to get these codes or will all this eventually be in the free based service that you all talk about
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Post by jtmjnow on Feb 24, 2010 2:36:13 GMT -5
Hey Guys,
I wrote to Logitech and chewed em out a tad. I had mentioned if recall is right, how I had done business with at least six or ten of their products over the years and have been always impressed but after hearing the cold shoulder treatment EMO was getting from them I told them that I may just have to look elsewhere than Logitech in the future. It was hard for me to stomach the treatment you guys were getting from them for they've always gone above and beyond for me. I sincerely hope that if we get no results from Logitech that others will write and phone them also. Dan and Lonnie have been bending over backwards to get these issues taken care of; lets stand behind them and not let a bigger company try to toss them to the side.
jtmj
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Post by jerrym303 on Feb 24, 2010 10:52:07 GMT -5
I tried calling Logitech help and they referred me to the fee based service Not giving up I entered an email incident and got a msg back in about 1 hr saying the codes were loaded. I checked and all the codes I wanted except "tuner" were in my database. I have updated the incident and fully expect that they will fix that. Logitech support are very very good. It's just at some higher level where they don't seem to handle the new equipment quite as promptly - seems like they let the workload fall on their first line support, rather than deal with the vendors... Nick, Did you have to provide the codes or did you just ask them to load the codes they already have in their (non-public) database? |
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Post by monkumonku on Feb 24, 2010 11:04:59 GMT -5
I tried calling Logitech help and they referred me to the fee based service Not giving up I entered an email incident and got a msg back in about 1 hr saying the codes were loaded. I checked and all the codes I wanted except "tuner" were in my database. I have updated the incident and fully expect that they will fix that. Logitech support are very very good. It's just at some higher level where they don't seem to handle the new equipment quite as promptly - seems like they let the workload fall on their first line support, rather than deal with the vendors... Nick, Did you have to provide the codes or did you just ask them to load the codes they already have in their (non-public) database? I'm not Nick, but I called Logitech yesterday. It took over an hour to get everything done but they already have the codes. You don't have to send them anything. Their support staff was very helpful and kept apologizing for how long it was taking. I don't know why they just don't add everything to the public database. What they put into my account was great.. only the tuner discrete is missing but I don't use that one anyway. |
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Post by seaverd on Feb 24, 2010 19:06:55 GMT -5
Sixth time was the charm for me. 3 via phone and ultimately the third Email try was the one that worked!
Dan
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RSavage
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My goal is to live forever. So far, so good.
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Post by RSavage on Feb 24, 2010 19:09:04 GMT -5
New codes added and working great !
All done via email and web form. The only hitch in the process was when they switched from communicating by email to the web form without telling me. I waited patiently for about 5 days for another email response....had I checked the web, I would have been up and running a week ago.
Painless process other than that.
R
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zestychicken
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47 and still playing Madden, woot!
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Post by zestychicken on Feb 25, 2010 10:40:37 GMT -5
Success!!! After screwing around via email with Logitech (by following the instructions previously stated), I decided to give them a call like it was a new incident. 866-291-1505 I talked to Level 1 support (by default) and politely told them "I need the correct hex codes added into my user database". They then forwarded me to Level 2 support. I then talked to Level 2 support, which was very helpful. She held me on the line while she added the codes. I then checked my Harmony software and noted that the updated codes were now in there... but that the "Tuner" code was missing. That was the only one for me that stood out as missing. She then found it in a different set of codes that Logitech has. She then promptly added them. So Logitech does have all of the codes, but not in the master database. I asked her why they just didn't add them to the master and she said that too many codes could mess things up for some users (paraphrasing). She said that if more users call up, they will then add them to the master database. I am well out of the 90 day support period w/ my 890 and the $29 charge was never mentioned. IMO, it should be free anyways, since it's not really a support issue. So the moral of the story... CALL LOGITECH and get them added for free! Thanks. Nick They added them for me too for free. Thanks for posting this. I should add they didnt add TUNER and it only has the following inputs (in order): DVD CABLE SAT VCR AUX1 AUX2 AUX3 Now I only have 2 inputs right now and don't really use the tuner, so it's no biggie. I do wish Emo and Logitech could get all the codes added. |
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Post by monkumonku on Feb 25, 2010 10:46:22 GMT -5
Success!!! After screwing around via email with Logitech (by following the instructions previously stated), I decided to give them a call like it was a new incident. 866-291-1505 I talked to Level 1 support (by default) and politely told them "I need the correct hex codes added into my user database". They then forwarded me to Level 2 support. I then talked to Level 2 support, which was very helpful. She held me on the line while she added the codes. I then checked my Harmony software and noted that the updated codes were now in there... but that the "Tuner" code was missing. That was the only one for me that stood out as missing. She then found it in a different set of codes that Logitech has. She then promptly added them. So Logitech does have all of the codes, but not in the master database. I asked her why they just didn't add them to the master and she said that too many codes could mess things up for some users (paraphrasing). She said that if more users call up, they will then add them to the master database. I am well out of the 90 day support period w/ my 890 and the $29 charge was never mentioned. IMO, it should be free anyways, since it's not really a support issue. So the moral of the story... CALL LOGITECH and get them added for free! Thanks. Nick They added them for me too for free. Thanks for posting this. I should add they didnt add TUNER and it only has the following inputs (in order): DVD CABLE SAT VCR AUX1 AUX2 AUX3 Now I only have 2 inputs right now and don't really use the tuner, so it's no biggie. I do wish Emo and Logitech could get all the codes added. Mine doesn't have TUNER either. Then when I went in to rename the inputs to be more descriptive of what I really use them for, it wouldn't let me exit until I had done TUNER, even though it doesn't exist in their database. So I just deleted it. What the heck, I don't even use a tuner. You can get there with the next/previous key anyway. I think that is good because with the discrete inputs you never have to scroll through the tuner input. I was pretty amazed at how diligent my level 2 support tech was with making sure the job was done right. |
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Post by flamingeye on Feb 27, 2010 16:14:17 GMT -5
If I may ask how is logitech with people that get used/ previously owned remote`s will I have to pay for a account to get these codes or will all this eventually be in the free based service that you all talk about So I take it no one here has ever gotten a used logitech remote I guess I will find out soon enough my 890 should be here in a few days ,but I will not have the XMC till hopefully jun/July and who knows when logitech will have the XMC codes for it |
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goodwinaj
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Post by goodwinaj on Feb 27, 2010 18:24:49 GMT -5
If I may ask how is logitech with people that get used/ previously owned remote`s will I have to pay for a account to get these codes or will all this eventually be in the free based service that you all talk about So I take it no one here has ever gotten a used logitech remote I guess I will find out soon enough my 890 should be here in a few days ,but I will not have the XMC till hopefully jun/July and who knows when logitech will have the XMC codes for it I don't think it will matter if the remote is used or not. They interface with the remote through the user account you set up. |
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Post by flamingeye on Feb 28, 2010 12:08:07 GMT -5
^OK thank`s I appreciate
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Post by bambamf16 on Mar 1, 2010 16:26:37 GMT -5
For Logitech issues:
1. The number in 122 wouldn't do anything including not transfering me to level 2.
2. The paid # is 1-866-621-5644. Press 2 at the menu. The guy added the codes and we never discussed payment at all...very helpful.
Jeff
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Post by MOSFET on Mar 3, 2010 15:18:24 GMT -5
I think the new codes are in the Logitech database… I just set up my Harmony one and DolbyVol was included…
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Post by dkjohn on Mar 3, 2010 16:47:13 GMT -5
Yes they are I reloaded the UMC-1 into my 890 and got the different button layout.
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Post by jgeiger on Mar 4, 2010 9:44:01 GMT -5
It looks like most (all?) of the codes are now in the system by default.
The only change I see is that they're listed as 'Source 1' 'Source 2' etc. Tuner does have a specific name though.
Hasn't made a huge difference for me but it is nice to have the direct access.
On a side note, does anyone know if there's a way to get the DolbyVolume button to work from my DVR settings view? DVR is the active device when I'm watching TV, but I wasn't able to set up a button that sent a command to another device. Switching devices is possible, but since I don't use all 8 buttons on the screen, it would be nice to set one for that.
Thanks.
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Post by visiter555 on Mar 4, 2010 11:49:20 GMT -5
I think the new codes are in the Logitech database… I just set up my Harmony one and DolbyVol was included… I know that I and several others used our contacts to try and get the hex codes added to the master Logi/Harmony DBMS and it appears that they are in there now. Unfortunately the inputs are labelled "Tuner", "Source 1","Source 2","Source 3","Source 4","Source 5","Source 6" and "Source 7". Too bad Emotiva didn't supply the complete list of discretes in HEX, or maybe they did...who knows? |
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Post by Stevens on Mar 4, 2010 11:55:32 GMT -5
On a side note, does anyone know if there's a way to get the DolbyVolume button to work from my DVR settings view? Shouldn't be a problem at all. Under the "Watch TV" activity, you can add any soft button you'd like, using the "customize buttons" command in the Logitech software (at least, this is how it works for the Harmony One). In other words, you can add any command for any component as a soft button under any activity. .... that was just crystal clear, wasn't it?  |
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ICBM99
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Post by ICBM99 on Mar 4, 2010 12:14:50 GMT -5
Cool, I'll have to update my remote, it really hasn't been a big deal scrolling through inputs, but discrete will be much nicer.
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