Logitech Killing Harmony Link, A Case Study in Mishandling EOL Products
For those that are out-of-warranty, we are providing a one-time discount offer for a new replacement remote from Logitech.com. I hope you will take advantage of it.
If you did not receive your code for a replacement or discount, please send us an email at https://support.myharmony.com/email.
The responses also detail that a "technology certificate license" will expire in March leaving the Logitech Link unuseable, hence the brick.
"The technology certificate is an encryption certification that expires in the spring of 2018, which may open the product up to potential security vulnerabilities," said Rory Dooley, head of Logitech Harmony in a statement to arstechnica. "We've refocused development resources on newer technologies, and therefore, we are not updating the Harmony Link certificate. We first communicated to affected customers in August 2017 that we are offering a free Harmony Hub to replace a Link (if under warranty) or a discount on the Harmony Hub (if out-of-warranty)."
At the end of the day, there are a lot of different ways to dissect this one. On the one hand, it seems like a pretty reasonable response by Logitech. The license is done on an exclusively cloud-based system, so it is time to kill the 6-year project and move on. Maybe that's the gamble you get for investing in the cloud.
Or maybe, offering your upgraded product as an incentive to stay in-house after pulling the rug on customers is a tremendous way to add insult to injury. It also feels unreasonable that a product should die, by the vendor's hand, after just six years of life. Hopefully, Logitech (and others) can learn from this error and won't build a system that relies so heavily on these sort of licenses and web-based architecture.
Either way, the whole situation can be summed up as exactly what not to do when handling death in your product line.