Harmony Remotes

[dardengw]

I have (had) a Logitech 890 Pro remote that had the flash rom crash issue.  I contacted customer support, went through the hoops 2 or 3 times with the rep. was told that Logitech would be happy to help me with replacement by providing we with 50% off "any product on the Logitech web site".  I was more than happy with this unitl finding out just prior to purchasing a referb. 900 remote that the disconunt did not include those only new products. 

 I asked to speek with a Customer support manager/supervisor to help me.  After staying on  the line for 27 mins and 42 seconds I was told that all the supervisors were "in a meeting at the time."   I was asked if someone could call me back as soon as possible.  This was more than exceptiable since ALL the supervisors have a meetin at the same time.  I waited 4 days for a call and recied nothing.  I called back and was told that all the supervisors were "Busy" at that time could one call me back. 

Well I waited another 11 days with no call no email nothing.  I called back finely spoke with a supervisor that told me that there was nothing that that dept. could do to help me and I needed to call Corporate Offices for any further asstiance. 

This took 25 days for someone to tell me. 

This is by far the WORST customer service I have every recived and after spending several thousand dollars purchasing from them through work and home use.  I think I might have to seek diffrent vendors  for my electronic needs.

[CatLogitech]

Hello dardengw,

I am very sorry to hear about your experiance.

The reason the 50% off is only for not on sale new products (except the revue and accessories) is because a lot of the other products have been discounted and none of our discount codes apply to sale items.

Here is what you should have gotten with your code.

Please note that some conditions apply, as the Loyalty Discount code:
- Code is only used on the Logitech website (www.Logitech.com)
- Can only be used for one purchase and for one similar product.
- Is only valid for 30 days from the date that the code was issued.
- Does not apply to any Sale priced items, Bundles, Refurbished, Dented, OpenBox, Revue, Custom Ultimate Ears, accessories and parts, or any taxes and shipping costs.
- Coupon code cannot be combined with other discount codes or offers.

[dardengw]

 Here is the thing I have not gotten a code nor a call nor an email.  NOTHING.  On the last phone conversation, I called Logitech, I was told that I needed contact Corporate Offices and they could not help me.  This is turning out to be the worst customer service I have ever seen anywhere.  (And I work with customers all day in the public utility field).  I am composing a letter to Mr. Rabbani to inform him of the poor service I have received and to hopefully see if there is a resolution to this matter that can be agreed upon by all parties

There can be a positive end to this but we will see if anyone is willing to help me.

[CatLogitech]

Hello dardengw,

Please check your PM

[dardengw]

Cat,

Thank you for your help .. but this not going great.  I am still back and forth with different people.  I will post on here the outcome and give you Kudos. 

You are the only person at Logitech (to this point) that understand that in a sales/service industry that the customer is the person that keeps us all employed.  Your Customer service has been top notch!!!   Sad to say Logitech does not appear have more like you. 

[dardengw]

Still getting the run around ... waiting.

[dardengw]

 Well I am still getting the run around and responses like this

“The fact that we value you as a customer is why we are willing to offer you such a deep discount on a new product. This is quite a generous offer, and all that Logitech will be able to give you." 

If anyone knows even the littlest about electronics they are marked up 300% to 400%.  Every form of electronics has a high mark up compared to actual cost of production.  So to only offer 50% discount is in no way a "Deep Discount".  I will update where we go from here but this is not done by any form. 

[dardengw]

Let’s see as of last week I have sent Snail mail letters to 9 of the companies’ top officers CEO, CFO, COO... and anyone else with a title to inform them of the poor Customer service I have received. We will see where this goes now. I have had no luck with every other step I have tried so far so let’s see where this goes from here.

Cat I did included in those letters that you were the only one that has even been remotely worried about how a customer is treated at Logitech.

To be Continued..........

[Harrzack]

HA! Dream on my friend - you've simply wasted your time and some postage... the folks you wrote to probably don't even know what products Logitech sells - it is all about "moving product" and keeping the sales percentages high. If you dump the company completely they will never notice - or care.

[BeastCompany · Accepted solution]

Hey dardengw,

 Any new news? I am just curious to find out what is going on. Do keep us updated so we can seek assistance for you from a community prospective.

 @ Harrzack,

 Pen is mightier than a sword my friend. You can make anyone's jaw drop with a flick of a pen and some words on a piece of paper. Small example :

 I have a friend to whom I have contacts for the last 15 + years. We were close friends but we don't get to talk due to our work schedule and lifestyle. I wanted to talk to him so I googled his address, found the address from yellow pages and wrote an old fashined pen/paper mail...1.5 weeks later I got a phone call from him.

 It is all about persistence and perseverance.

 "If you dump the company completely they will never notice - or care." = false. Toss a pebble into the pond and it will make a ripple...same goes for a company. Logitech knows this and that is why they are customer oriented and not product oriented.