Second Tier Support

I bought a Logitech Harmony 880 universal remote last March for our rec room. Since I have five devices and five remotes that control those devices, this remote promised to replace all those various remotes. You know the ads...it's as easy as 1, 2, 3. Well, six months later and many hours of fiddling, I still can't get the remote to do everything it is supposed to do. Today I threw in the towel and called Logitech tech support. Luckily, I only had to listen to two sets of instructions to push certain numerals on my phone to reach the desired service. I then sat on hold for about 15 minutes and talked with a very nice gentleman for over 40 minutes. At the end of the conversation, he told me that my case would have to be "elevated to second tier" support since he couldn't solve the problem. Now I must wait "at least one business day" to be contacted by this new level of support at Logitech.

Not to sound too much like Andy Rooney, but I don't like the idea of second tier support. I called the number listed on their web site for tech support to get my questions answered and problems solved. What will happen if second tier can't solve my problem? Will I then be elevated to "third tier"? Come on! When consumers need tech support, we don't want to hold for long periods of times, talk to computer voices, or be told that our problem is too complex for the people who finally answer our calls. WE WANT THE PROBLEM SOLVED! What a farce and a scam. And the unfortunate part of the whole situation is that like many other areas of our increasingly technical and complex lives, we don't have a lot of choice. They have us over a barrel, and we are at their mercy if we want to get things working properly again.

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