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[Erick_C]

I requested support for a Logitech Mouse after the left mouse button became erratic.

My first email requesting support included an attached file (my online store invoice), the M/N, PID, P/N, Operating System, and Logitech SW Version.  The body of the email outlined the issue I was having with the mouse and I stated that the product was originally purchased from BH Photo on 11/15/2010.  Lastly, I noted that my invoice was attached and provided my APO address. 

After following the agent's instructions on how to troubleshoot the mouse I reported that the issue did not go away.  The agent then continued to proceed with provide me with RMA instructions.  I informed the agent that the information they were reqeusting was already provided and requested that due to my location that I would require a USPS shipping label instead on a UPS label.  Agent recommended I ship to a relative at my cost and to have my relative ship to Logitech using the supplied UPS label.  The product would then be returned to my relative and subsequently shipped to me via USPS, again at my own cost.

After the last recommendation, I became a bit irrate simply because this doesn' t seem like a solution that an internationally recognized organization such as Logitech should be suggesting.  At this point, I was hoping to be redirected to a Asia Pacific agent.  I explained my concerns about this 'set-up' since the recommended solution would cost me money and inconvenience people that are not in the support chain for Logitech.

What I received next confirmed that my support was not being tracked nor read thoroughly.  It was disappointing since the responses were coming from the same agent.

"Thank you for your update.

I understand your situation that you are dealing with, however, please also understand that we at Logitech Customer Care are only following the Standard Warranty Procedures and Claims for devices that are purchased in US and Canada."

The first sentence of my reply began with "I am formally requesting that my issue be elevated..."

I have yet to receive a response and it's been 5 days since my last email.  I feel that the agent is now completely ignoring my communications in order for the 168 hours to expire.

[AntonC · Accepted solution]

Hi Erick_C,

Could you please PM me your case number? I will ask the appropriate support supervisor to investigate.

Regards,

[patty2000a]

Hello. I'm having a very similar problem. The last reply to my ticket was 13 days ago!! Two times already I asked about an update on the ticket situation and nobody replied, not even the first tech who was helping me so diligently.

My case # is [personal information removed in order to protect your privacy]. I hope someone can verify this and give some update on that ticket, for I can't work with my mouse and keyboard for the past couple of weeks, so bad they were!

Thanks in advance.

Regards,

Patricia 

[Erick_C]

Within 48 hours of Anton's reply, I was contacted by the original agent and an Escalation Manager. 

The Escalation Manager's reply contained an immediate resolution to my issue.  We'll see what happens next, but I have to give credit to the Anton for bringing my issue (and it seems like everyone else's issues with Customer Support) to immediate light.

Thank you.

[patty2000a]

Tks for your feedback, Erick.

Hope I have the same luck.  

[AntonC]

Hi Patricia,

I've forwarded your ticket number to our escalation manager. Someone from our support team in your region should be reaching out to you shortly.

Regards,

[patty2000a]

Tks a lot, Anton.
I look forward to hearing from them soon, for I've been waiting 2 weeks without a word.

[patty2000a]

Dear Anton.

4 days later and still no contact from support. I'd very much like to know what's going on to not have a courtesy of a reply from support for 17 days.

I appreciate your help on this.

[AntonC]

Hi patty2000a,

I am sorry to hear about the delay. One of our support specialists from your region will reach out to you today. Please let me know if you run into additional issues with this support ticket.

Regards,

[patty2000a]

Tks a lot, Anton.

I finally had a reply from Ryan about one hour ago telling me they're sending a replacement within a couple of days. I just with it didn't have to take almost one month for that, since I told them I had urgency in resolving that problem because it was delaying my work (I'm a webdesigner and need precision on my mouse).

Anyway, hopefully it won't take too long now to get the replacement.

Thank you so much for your help with this.