General (Non-Technical) (READ ONLY ARCHIVE)

[mfubib]

Hi,

    I have been using Logitech products for a long time and have always been really pleased with them.  I am currently using a MX Revolution and Dinovo Edge combination which was working really well for me . . . until my MX's USB receiver broke (accidental damage).

I checked the web and found that parts are only shipped to the US . . . I posted on this forum and was given a number to call by a Logitech rep . . . I called the number & was informed that there is no way to get a replacement receiver in Australia!!!

When asked where I could go from here i was advised that there was really nowhere to go with this and I could either wait until they set up a spare parts dept here or buy a new mouse!

Seriously, is Australia such a foreign place!  I know it must be tricky for Logitech to find some Kangaroos who aren't too busy to hop out to my place and deliver it.

I just don't get it.  If you are going to sell your high-end products then you need the support to back them up. 

There is (obviously) no way that I am going to go out and buy another mouse (or any other logitech product), but rather choose to battle this absolutely <insert swearing here> situation until i get my reciever.

Ever heard of UPS or DHL?  They are mates with the kangaroos and should be able to arrange delivery to my place . . .

Message Edited by mfubib on 01-14-2008 07:04 PM

[mfubib]

Now for a laugh:

Hello Matthew, Thank you for contacting Logitech Technical Support. My name is ********** and I’ll be assisting you on this case.I understand how inconvenient this issue is for you. I will try my best to assist you. From your email, I understand that you would like to purchase the USB receiver for your MX Revolution. Please let me know if I have misunderstood your issue.Matthew, as you already know I am afraid currently we do not have a spare parts department in the Asia Pacific region where you would be able to purchase this receiver. Currently we are in the initial stages to setup a spare parts department in Asia Pacific region; I would suggest you to call in probably around mid of February 2008 to check if you can purchase this receiver. We will definitely keep you updated once the spare parts department is open.Should you have any further questions, please do not hesitate to let me know and I will do my very best to assist you. Alternatively, you can contact us directly via phone using the numbers listed below for a faster response in regards to your issue.Thank you for your support and for choosing Logitech. Sincerely,************

After reading other posts on this forum I am even starting to doubt that they are in the initial stages of setting up a spare parts dept.

It just pickles my head that they can't send one from the US . . . what is the world coming too!

I feel a little sorry for ********* having to work in a company that has no commonsense!

( edited to remove personal information )

Message Edited by Mona on 01-14-2008 08:28 PM

[mfubib]

Ok, well it seems like the Logitech staff who monitor this forum couldn't care less about this situation.

I am still amazed that this hasn't been resolved yet.

I have sent this back to customer service:

Thanks for your quick response, I appreciate your promptness. What I do not appreciate is the fact that Logitech does not look after their customers who live outside of the US. While I understand that you are in the process of setting up a replacement part dept in AU that does not help me now. When I purchased the MX Revolution it was with the knowledge that Logitech was a reliable company. What I didn’t expect was that I would not be able to get a replacement part for my mouse in a timely manner.

I am the manager of a learning and development department for a large company in AU and I rely on my tools (such as the MX Revolution) to aid me in instructional design. I had been so happy with the quality of your products that I put a proposal before my manager to have all of the instructional designers in my team (25 FT staff and 15 Casual) receive a MX Revolution and Dinovo Edge keyboard as these had increased my productivity and accuracy greatly.

Given the current situation (that you refuse to send me a replacement receiver and have the audacity to advise me to just purchase a new mouse or wait an unspecified period of time before being able to receive the item) I will be scrapping this proposal and going with another company instead.

Given that I have spent almost ten years training front line staff to upper management in how to provide good quality customer service I am finding the service that I have so far received from Logitech to be very disappointing. Therefore I will not just go away quietly but rather make sure that either this situation is resolved to my satisfaction or that as many of your potential customers are aware of the pathetic after sale service that is offered in AU.

If I do not receive a response from you that states that you will be shipping a receiver for the MX Revolution (07 model) to me then I will begin in earnest to ensure others do not get ###### over like I have.


So lets see if they can pull up their socks, grab a postpak and post me the receiver! It's not rocket science!

[mfubib]

Interesting that they can find time to edit out someones first name but not pop a receiver in the post! I have no issue with the lovely customer service rep who toes the companies line - I have an issue with the lack of after sales support

[Mona]

Hi mfubib,

We are currently trying to work something out for you. We have sent you an email regarding this issue.

[mfubib]

Thank you Mona.

I received the following today:
__________________________________________
Hello Matt,

Thank you for taking the time to reply my email. Firstly, I would like to apologize for the inconvenience caused in the delay of this e-mail.

I understand how frustrating this issue can be for you, rest assured I am doing my best to assist you on your case.

Matt, I would like to inform you that I have escalated your issue to the appropriate department and we are currently in the process of sourcing a receiver from China for you. Your patience is much appreciated on this matter as it may take us some time to locate a receiver within China and then have it sent out to you.

However, we also have another alternative to provide to you which is to send you a receiver from Singapore but please bear in mind that this will be a used receiver should you require a receiver urgently.

Also, kindly provide me with your home address in order for us to arrange for the receiver to be sent out to you along with your contact number at your convenience thus we may proceed with the shipment at the soonest.

I shall await your response on your preferred option of the above two given as well as for your contact details. Should you have any further questions, please do not hesitate to let me know and I will be more than happy to assist you with your issue.
___________________________________________


Finally . . . I received an outcome that I can accept. What amazes me is that I had to fight to get this sort of outcome.

As I mentioned in a previous post, I train people in providing quality customer service and the company that I work for has a very strong focus on using your own mind to find resolutions for customers, even if they are outside the square (the resolutions that is!). I accept that Logitech has no replacement parts division in AU and that they are in the process of setting this up but why did there consultant not offer me a resolution such as the above in the first place?

How many other customers have just discarded expensive pieces of equipment or gone and bought complete new mouses due to situations such as this?

Do yourself a favour . . . always demand top quality customer service and ensure you insist that this is provided.

Thanks Logitech for finding a resolution and please take the time to have a look at how constraining your business rules are for your front line consultants and recognize that the most important aspect of your business (yes, more important than profit) is customer satisfaction.

Message Edited by mfubib on 01-16-2008 03:03 AM

[Mona]

Hi mfubib,

Thank you for your feedback . Our management has been made aware of such problems and we are currently working on a solution to assist customers who experience similar issues.

We thank you once again for sharing your thoughts with us and for supporting Logitech.

[mfubib]

Just an update . . . .

Despite specifying exactly which model mouse I had and even supplying the P/N to Logitech . . . they sent me the wrong receiver!

Seriously . . . how hard is it to get this right?

[Mona]

The correct receiver has been shipped. Sorry for the inconvenience.

[jwjw1]

I'll be sharing my story soon...its seems I started a 'trouble ticket' back on Dec 23 for a simple mouse replacement..then it turned into a back-order issue..then was offered to just replace my Elite Duo with another Set...then that finally came a month later (supposedly new) but did not have the USB-Mini Receiver included...so the Keyboard and Mouse was useless and of course the USB Mini Receiver is currently on Back-Order. I even offered to pay for a up-grade to the MX5500 and was told to call and make the deal...when I called...they told me to call back in a month...LOL....now their suppose to replace the replacement but I'm losing hope and confidence in Logitech. I sent off a letter to Logitech Corporate Office in hopes to get some better understanding of what is going on with Logitech...this is not the Logitech I've come to know over the years. As of right now its not resolved and im back using my Microsoft Products.

edited to add:   (Happy Ending Goes Here)

Message Edited by jwjw1 on 01-29-2008 06:46 PM