Share Your Thoughts

[Tatenz]

Hello logitech Forums staff.

I am trying to get some insight into how this company's communications work.
I first made my order on the 10th of June for a Logitech G700 Gaming mouse from the New Zealand website who I think uses a reseller in Australia because of this I expected the process to be a little slower than if I had ordered from a company based in New Zealand.
Usually international orders I have made begin the process within 2-3 days I get a confirmation email telling me about the status of the order or why there has been no progress (out of stock) ect... But nothing so I decided to make an enquiry.
I called the phone numbers posted on the New Zealand website for Customer support from my home phone, my work phone and my mobile phone several times on June 13 between the hours posted on the website, I got no answer, Next I tried Australia, I got no answer.

A little confused at customer service not being contactable I looked to a way to email a help request, I only found "Product Support" forms so I filled one of those out, the next day I got a reply  from a customer service represintitive named Fredrick.
Fredrick didn't provied the help I was looking for, I asked for information regarding my order and all I got was 'In Process', surely I could have been informed of what that meant.
I sent a reply explaining I needed more information, no reply.

At this point I was a little frustrated so I decided to try another forum, Facebook, so I asked the Facebook team if they could help, sure enough they told me everything was going to be fine and they would look into it for me.
On the 20th (10 days after my order was made) I received another message from Fredrick telling me the same thing he had told me previously, my order was 'In Process' not even attempting to tell me they had no other information about my order, Any information would have sufficed as well as that he informed me that my case was being moved up to a level two consultant and then confused me by saying:
Quote" please do not make an email follow up. If you will make an email follow up, your case will go down to the bottom of the queue. Should you need further assistance, please feel free to inform us and use the reference number that I provided."
This left me thinking... what’s going on? why can no one let me know anything about anything?
I send another email explaining if I could not get any information about my order to please cancel it. No reply.

Facebook again! I messaged them again with a similar message and provided both my order number and reference number. I got told again they would escalate this for me.

It's now been  12 days since I made the order, I am pretty unhappy with the service and I don't think I'll buy online again.
At this point I just want my order canceled and any charges refunded. I have notified my bank to not allow any purchases to be made from my credit card for the time being as a precaution until I get some confirmation my order has been canceled.

I still think Logitech is a great brand and will continue to stand by their quality products although in this instance (and others I have found online) the customer service is a very big downfall of the company.

I Appreciate you taking the time to read this I understand it is not you at fault but the customer service team.

Order Number: (edit out personal information)
Help Ref:

Regards
Daniel (edit out personal information)

[AntonC]

Hi Daniel,

I am sorry to hear about your frustrating experience. I will contact the support supervisor in charge of your region and ask them to reach out to you ASAP.

Regards,

[Gurentai]

The customer service is reprehensible. I recently filed the following letter several times and sent it directly to the head office of Logitech. I have received no reply!! When I call, they promise to get back to me. They never do!! Unbelievable. Urgent >> >> To Senior Management at Logicool and Logitech, >> >> I am a shareholder and a customer. Between myself and my companies, I cannot >> tell you how many Logicool and Logitech products we have purchased across >> many countries. We have many, many of your products and in general we really >> like them. >> >> I am very concerned and upset about a recent customer service issue and >> problem with a couple of your products. The treatment that my team and >> myself recently received from [edited personal information] in Japan was nothing short of >> shocking. He was rude, insolent, unpleasant, argumentative, unhelpful, and >> uncooperative. I have never been treated so rudely on the telephone and >> found absolutely no value in his service. He succeeded in wasting hours of >> our extremely valuable time. >> >> I would request that senior management send me an email to discuss.

[AntonC]

Hi Gurentai,

Please check your PM.

Regards,