My Logitech experience (question inside)

[deadman_uk]

So I've had this Logitech MX518 mouse for over a year now and I love it. It is the perfect mouse for me and is miles better than my old Microsoft Intelli Explorer 4.0a. Recently, the left mouse button is wearing down. Sometimes when you click it, it doesnt click properly and sometimes the button doesnt work at all.

I rang Logitech up and I had to wair 10 minutes in the queue before I could talk to them. Finally a man answered the phone and asked what the problem was. I explained to him and he asked me where I purchased the mouse from. I said overclockers.co.uk so he said you need to talk to them about the problem. I explained that the mouse is over a year old so my warranty with them has expired. He said ok but then he started asking me these really dumb questions like...

"Have you tried plugging your mouse in another USB port?"
"Have you tried the mouse on another computer?"
"Have you tried another mouse on your computer?"
"Are you using the latest mouse drivers?"

Why would he ask these questions? It's clearly a mechanical fault with the mouse. Anyway after I said yes to all those questions he said they can send me a new mouse. He said once I have recieved the mouse, that I must send back only the USB connector at the end of the wire. I said excuse me, what do you mean? He said you need to cut the wire and send back the USB connector. Is it me or is that just odd?

I was wondering what would happen if I recieve the new mouse but don't send the USB connector back. I mean what could they do? I could even say I sent it and it must of got lost in the post if they contact me.

 

[jyi786]

Here might the reason/s why the rep asked you those questions:

1. Don't know if Logitech has a division in UK, it being either a Swedish or US based company. He was probably asking you those questions because he thought you were dumb (being a "foreigner" and all).

2. The only reason why I could imagine him asking you for the USB wire connector is so that you cannot use the mouse any longer. Some people claim warranty on their products just to have 2 of the same product, so this would make sense, although it sounds like he did it backwards. He should have asked you for the connector FIRST, then sent out the replacement mouse. This also makes no sense.

All in all, glad you got a new mouse after all the trouble.

When I called Microsoft for both a keyboard and mouse replacement, I didn't have any problems whatsoever. This may be the fact that I am a US based customer, for a US based based company. Perhaps if I was in Germany or something they would treat me the same.

 

[digitalxdna]

i have a MX518 at work, and it went out on me. called tech support, went through the same scripted prompts, and the guy shipped a new one to me.

only asked me to take a felt-tip marker and black out the serial number and throw the non-functional MX518 away when i got the new one, so i don't know why they'd ask you to cut off the USB plug and send it back to them...

 

[General Crespin]

They probably have a list, and each time they just choose one randomly.

 

[hity645]

Logitech is by far the best Ive ever dealt with. My old MX700 set iTouch keys got remapped. I followed their online directions for clearing the power, didn't work. Called them up and they asked me the same questions then wanted me to go into bios and check my USB settings. Getting irriated I said I tried the mouse on another pc and it didn't work. So then he said he'd ship me a new set.. I asked about shipping the old one back but he said since it doesnt work there was no need to ship it to them. Month later I hooked it back up for a client pc and it worked fine. Logitech has my support for anything keyboard/mouse related. Your getting a good mouse replaced, might as well give them what they want.

 

[Trillock]

Sort of similar with my G7 mouse.
It was about 9 months old and the left button didn't work properly, probably too much constant clicking playin some games.
Anyway, I got in touch with Overclockers.UK but they said to get in touch with Logitech.
I emailed them with the problem.
They replied quickly and asked where and when I bought the mouse, also for the various numbers on the base of the mouse.
On receipt, they said they were despatching a new mouse (which came from Switzerland !!) and on receipt, I had to return the USB dongle plugged into the charger, which I sent off to them in a Jiffy bag.
Impressed with their service which only took a few days to complete and receive my new mouse.
The 'old' mouse is not much use, but the two batteries are good for extras.....