Share Your Thoughts

[verwunden]

Hi there,

Just want to express my dissatisfaction for the service received regarding the warranty replacement of my mouse.

I'm a customer who owns roughly 7 - 8 high end logitech devices, all of which I've been very pleased with and I'm always ranting and raving to friends about how great logitech products are.

However my first experience dealing with the warranty replacement of a defective product has been very poor.

The cable on my <6 month old mouse has been erupting out of the braided sheath, and has been gradually getting more and more prominent, to the point where it has split.

I have lodged an RMA request via the website, uploaded photos and the invoice. I called through to the help line in the Phillipines, and was told that I need to wait 6 weeks before I will get a response regarding replacement. When I ask why there is such a delay, the agent is unable to give me this information, and while he is polite it seems he is in a position where there is no process he can follow to tell me why it will take so long, and that there is no process I can follow to find this information out.

There is no logical reason why it should take 6 weeks to replace a mouse that is currently in production.

I understand that it would be faster for me to return to mouse to the place of purchase, but my work hours prohibit me from doing this.

Not the kind of service I expected, unfortunately.

[AntonC]

Hi verwunden,

Thank you for sharing your frank feedback with us. I will forward your thoughts to the manager in charge of Logitech's RMA process.

Regards,

[verwunden]

So you are saying that a 6 week wait is normal?

[AntonC]

Hi verwunden,

RMA turn around time may be affected by regional factors such as stock allocation and product availability. Please PM me your case number, and I will ask our escalation team in our region to investigate.

Regards,

[verwunden]

PM sent. Will post my progress here. Thanks

[verwunden · Accepted solution]

Thanks Anton, Mark from Logitech NZ has contacted me and is sending me a replacement!

My faith is restored in Logitech

Thanks again

[AntonC]

HI verwunden,

You are very welcome! I am glad to hear that everything worked out!  

Regards,