09-08-2011 08:17 AM - last edited on 09-19-2011 01:18 PM by AntonC
[Admin Edit: Please consolidate all posts related to current sales support and web store issues to this thread.
We are aware of current issues related to web store order status and sales support, and our e-commerce team is working very hard at addressing them. We sincerely apologize for the inconvenience this
Please see the latest update here: Sales support line capacity increased. Wait time has been decreased drastically. ]
I had a 20% coupon and placed an order on Logitech's website for the Performance MX mouse (normally $100, but reduced to $80) and I used my 20% coupon and only reduced price from $80 to $70... sorry, but that ain't 20%. It should have been reduced to $80 - $16 = $64, not $70. At any rate, the problem is that I placed the order and figured that I would just get Logitech to fix the issue after the fact (by phone).
Well, it's now day 3 of TRYING to contact Logitech customer service. If you think I'm exaggerating and just called -- waited 2 minutes and hanged up, you're wrong. The first call I sat there for 30 minutes (my phone has a timer) and no answer... had to hang up and try again later. I called the next day and same story... half hour wait and finally had to hang up. Now it is 3-times-a-charm and I am on hold as I write this and I'm currently at 25 minutes and counting.
On top of this frustration, there's no other good ways to contact Logitech (such as online chat). On top of this, before anybody says to just email them... 2 issues, the email asks for a serial number as I recall and I haven't even received shipment, and the second issue is that if you can't get them to answer the phone after a 30 minute wait, then what evidence is there that they'll fix the problem via email... and how long is the WAIT?
Anybody out there Logitech? Anybody... my hold time just hit 29 minutes and counting...
09-08-2011 10:38 AM
I am sorry to hear about the delays you've experienced. Our sales support team may have been experiencing a high volume of calls, and your patience is much appreciated. If you would like to contact support via email, please feel free to enter "n/a" in fields which are not applicable to your case.
Support Home Page | Downloads | Contact Support | Manuals | Warranty | Check Rebate Status
If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.
All opinions written here are my own and do not necessarily reflect the views and opinions of my employer.
09-08-2011 11:23 AM
When a customer spends hours on hold waiting for some hint of assistance, they will eventually come to the possible conclusion that their call will never be answered. One thinks "how long can it possibly take? Two hours? Four hours?". There is a threshold at which the logical and realistic conclusion is that Logitech does not provide support.
Considering my hourly salary, my cost to obtain assistance for a damaged shipment has far exceeded the cost of the item and effectively tripled or quadrupled my loss.
The real mark of customer service is how you perform when the customer has a problem.
09-08-2011 11:55 AM
I hope someone for logitech actually reads this. I've been trying to contact logitech to let them know that they sent me someone else's order by mistake (in addition to my own). But I can't reach them.
First, I tried to call the order support phone number, but it always sticks me on hold. The last time I tried, I stayed on for 40 minutes before giving up. (Literally 40 minutes, according to the call timer.)
Then I tried to fill out the online email form, but there are a bunch of required fields, such as product and OS, that don't apply. The form seems designed for product support only and not general questions about billing and ordering.
So this is it, I'm stuck with posting here. Hopefully someone at logitech will get in touch with me. Otherwise, I guess I'll be keeping this unexpected bonus and hope they ship a replacement to the poor guy waiting for his order.
09-08-2011 12:01 PM
You should be commended for your honesty! The sad part is that Logitech is seemingly unresponsive to their publicized customer support numbers. Just read down through the forum.
I'm hoping that if we all make enough polite noise, someone will notice and address our problems.
09-08-2011 01:15 PM
09-08-2011 01:25 PM
Have you had a similar problem?
When I attempt to log in, I receive the following:
We just sent you an email containing your account information.
If you don't receive this email:
Your account may be disabled.
The email address we have on file may not match the one you entered.
We might not have an account that matches your email address.
Contact our support team for help.
Information dialog, please read above text for dialog message
I HAVE tried to contact support. No one answers the phone.
There is definitely something wrong with your customer relations department.
I placed an order earlier today and never received a confirmation. I cannot access my account. Yet, my VISA credit card shows a transaction.
I am not supposed to be charged until the item ships. There is no way the item could possibly have been shipped.
You charge me for something when you are not supposed to. You won't allow me access to my account. You do not provide confirmation. AND, you do not answer the phone. Ever! I have called numerous times and have been on hold for as long as 2 hours. If you cannot respond to this email in a timely manner, please just cancel the order and refund my money.
09-08-2011 01:47 PM
I had the exact same thing happen to me. The order did go through tho and my order gets here today actually. Not that this helps you at all but thought it might lessen your worry.
09-08-2011 01:54 PM - last edited on 09-08-2011 03:53 PM by ModeratorTeam
I placed an order using the 50% off coupon last night and it did not seem to be accepted, took over 3 minutes and website keep processing the order. I ended up with duplicate orders confirmed by email but nothing showing on the track orders on the website. Efforts to call Logitech support failed, waited 30+ minutes on hold no answer, several times today.What [Moderator Edit: Please be courteous] is going on here?