General (Non-Technical) (READ ONLY ARCHIVE)

[Yung]

Hi PeBakk,

My apologies for the support experience you've gotten so far. I've seen a couple of your posts and I want to help you with this problem. Please PM me your incident # from your call to our support and I will make sure you're handled appropriately.

[Moguls]

Here is my problem; Logitech says that my product needs replaced base on a digital picture I sent, proof of purchase etc., since keyboard is loosing the ink imprint on the a key and may start loosing others.Just shut down your system, send us your keyboard and then we will send you a new keyboard. That is to me customer no service. I have to shut down my system as an inconvenience to me and wait until, if they do not loose my keyboard, send me a new one. Additionally if I am willing to do that there is no return authorization number and I have to pay to pack and ship and it is not my problem. Of course my rebate from July is not here yet, duh that is OK and the software is very unstable i.e. most the time my search engine does not open correctly from the center activation button.

Send me the keyboard with a return prepaid authorization, invoice me, I can then pack and return correctly in the same packaging at your expense for your problem, and then when it is received cancel the bill or credit. Yes, I know that is a long way around but then that is the cost of a quality problem. I should not have to pay with time and money to replace your quality problem.

ATTN: Case # ******-******

Message Edited by Pegasus on 09-13-2008 09:23 PM

[Odysseus]

As I have stated elsewhere, I have had nothing but excellent customer service from Logitech. If you have a bad experience ask yourself what you might be doing to contribute to it? Are you attempting to get a replacement without a receipt? Are you being clear and courteous? If there is a legitimate complaint bring it up to people at corporate, but only after trying every avenue to deal with this civily. Newsflash: People work for Logitech. People who are as flawed and human as you are; and, remarkably, people who generally don't get angry or retaliate when confronted with harsh criticisms and satire. For that I applaud Logitech. They have the best customer service team in the world, hands down.

Further, if a product breaks or is defective, remember that anything that is used has that potential. Don't get mad at Logitech. They will make it right (I have experienced this time and time again). Spend one hour on the phone with Microsoft and then you will know why Logitech rules the electronic world!

[Moguls]

I have finally gotten Logitech to agree after several weeks of emails,do not have it yet nor the email that says it is shipped,to send the keyboard first and then I can use the same packaging to send the keyboard back at MY cost. There goes part of the rebate I have yet to receive. That was suppose to be here yesterday and it was submitted in JULY! I really like my new mouse for my laptop and guess who's mouse it is not. Why didn't logic in Logitech apply in the first place; I even agreed to secure the keyboard shippment with a credit card so IF they did not get the keyboard back Logitech was covered.

[Moguls]

from ***** *****
to Logitech Customer Support
date Sun, Sep 21, 2008 at 7:35 AM
subject Re: Key [Incident: ******-******]
mailed-by gmail.com

hide details Sep 21 (2 days ago)


Reply


Thank you for your patience; I look forward to receiving the new keyboard.

Message Edited by Pegasus on 09-23-2008 02:27 PM

[dogknees]

Here's the real problem. Sending back a device that is at least usable, and not being able to use your PC for weeks or months is not acceptable.

Many people rely on their PCs these days for business, or even health or safety reasons. Not everyone has a spare keyboard/mouse laying around. And we certainly shouldn't have to outlay one red cent to get a temporary one while waiting for a vendor to replace a faulty product.

Nor should we be expected to send equipment to the manufacturer at our own expense. Even if it's refunded at a later date, where's the interest I could of earned on that cash?

Manufacturers and their agents need to resolve problems with the equipment at their expense and without impact on the purshaser. That means the vendors replace the item immediately at the counter and at their expense, or at worst supply a functionally equivalent temporary replacement. And for good measure, refund the cost of me driving to the store!

On the subject of the "agents". As far as we're concerned, Logitechs problems with their agents are THEIR RESPONSIBILTY and said problems should not impact the consumer. This means that Logitech do whatever is required to remedy said problem.

We should be able to expect a consistent experience. And, if there are problems, it's not good enough to say "things are usually great, but something went wrong here" or the like. We want to hear, from them, exactly how the problem occured. Who did the wrong thing, why they did it (ignorance, laziness, ...), what they are doing to resolve the issue and how they will ensure (meaning to make certain) it cannot happen again.

And for good measure, a personal apology from that person wouldn't hurt. In a professional environment, the only acceptable behaviour when you make a mistake is to immediately notify anyone who may be affected. You admit to what happened, how it happened, how you'll fix it and what you'll do to stop it happening again. Personal responsibility is everything, you hide nothing.

An example of what "whatever it takes" means. (and it's a true story)

A piece of equipment is damaged, your vendor tells you it will take a week to get a part from the US (I'm in Australia). So, you put a member of staff on a plane to the US to pick it up and bring it back. less than 48 hours later, they're back, and you're up and running. So, it doesn't take a week, it takes less than 2 days.

Having said all that, I've had brilliant results with many Logitech products over the years!

[beyess]

I love logitech products  like any thing else you buy save your receipts every keyboard i have owned has been logitechs  I  have never had any troubles untill my  mouse out of the blue stopped working and would not charge i called there support and all i had to do was fax the receipt to them and they would send me out a new asap no trouble at all only problem  i had was they upgraded my mouse to a better one at no charge then my work purchased me a new set since there mx 5500 is really good  for autcad i plug it in and the mouse would not work i call them  on friday and tuesday a whole new set came to me i mean its the best customer exprence ever sorry you cant do what you should do and save prof of purchase that doesnt seem to be there fault seems to be yours  maybe a lesson is learned here  have proof of purchase and shouldnt be a problem hey how about you call other places and see if they even offer to replace something brooken without proof of purchase they pretty much tell ya to get a life at least here they were willing to work with you and they could have told me to returm my stuff to the store but nope they  fixed my trouble great job  logitech

[mwjster]

Requiring a reciept as proof of purchase is a rediculious request, when they punch those numbers on the bottom of your equipment into there computer they see how old the device is and if it is under warentee or not, it should not matter if you bought the device or recieved it as a gift or if you found it in a garbage can, if the device is under warentee it is under warentee; period, me as a customer should not have to jump through hoops to get my equipment replaced. who the hell has a fax machine in there homes these days, which means enjoy your trip to kinkos or somewhere elsse that will fax it for you.

Asking for a credit card for insurance and sending the replacement is acceptable but this isn't even a option! Sending in a piece of my equipment that is required for it to function (like the usb dongle for my mouse) is plain rediculious! they are saying take your sorta working equipment and send it to us so you have no equipment and then wait. When you deal in equipment that is required to make things work, like keyboards and mice you can leave your customers in the dark and wait for a replacment... Hard Drive companys realized this over a decade ago when they started asking for credit cards and then shipping the replacment... what is so hard about this policy? Its time to step up and look at how there customer support policies affect people in day to day life and then ask themselves if someone who had to deal with it would think twice about buying another product from them? Sad thing is you learn that in high school economic.

[troubleshooter7]

I'm going to keep my comments about your behavior to myself.

[RaptorZX3]

Logitech have an outstanding customer support!

 and i must say that asking for product number, serial number and proof of purchase (with date of purchase) is just standard to proove you bought the item in question.

-2 years later, i got a problem with my mouse in my LX710 Laser keyboard-mouse combo, and they are sending me a whole new set!

-i recently bought a MX610 left-hand mouse, it's defective, and they will send me a brand-new mouse!

i think Logitech have the best customer support compared to other brands.

Message Edited by RaptorZX3 on 06-04-2009 03:15 AM