Problems with Logitech Support..??

[NightOps]

Hey guys,
I'm not sure where to bring this up at...but has anyone else had problems getting replacement hardware from Logitech? I submitted an issue to them on 1/19 about a G9 with a failed laser after less than an hour of use. I've had to repeatedly call them back to get ANY response. I've been told several times that my replacement should ship "within the next few business days", since last Thursday. You can see a copy of my 'call log' with them here: Call Log

I don't mean to be a dick, but it seems like several people keep dropping the ball. The rep I spoke with on Thursday the 22nd should've had the order in the system within an hour, and I should have been able to expect it to ship by *today* (1/27/2009) at the latest...even though they originally told me Monday the 26th at the latest.

I'm sure some of you are asking, "so wtf is the point here?". Truthfully, it's becoming apparent to me that I cannot trust what Logitech says. I get one story from one rep, and another from a different rep. I love their gear, but if the support's not there, should we (assuming many of you have had similar experiences), keep supporting their company if we get sub-standard support? IS this sub-standard support?

After being a tech for many years, if I had not "made good" on my word, I would be out of business. Just my rant, but shouldn't all of us be able to expect a consistent answer when attempting to get support/issue resolution from a vendor?

--NightOps

 

[kevinzak]

I had a wired remote on my Z-5300 Speakers DOA when I first bought them. Contacted Logitech and they let me return just the remote instead of the entire speaker set. Sent me a replacement and I mailed mine back. Very good experience and both reps I spoke with were helpful.

However this was a little over a year ago and companies can change fairly quickly. Maybe call back and just keep demanding to be elevated to management? I had to do that with a Creative sound card a few months ago and finally got to someone who could help me.

 

[NightOps]

As usual, I'm sure that my frustration is turning into increasing impatience. I'm glad that you had a positive experience with them.

I will admit, Martin (Logitech Rep) did mention that he would not request a return on the original - that I could keep the busted mouse (free weights/grips basically). That's a nice freebie...but I still have the problem of not having a mouse to use them with...lol.

I can say that I've never had a problem with any Logitech equipment I've used or recommended in the past. Be-it wireless keyboards/mice, headsets, wired devices, speakers, etc... This is a first for me. That being said, it's also a first time for me to experience their Support. It's leaving a sour taste in my mouth, and part of me is wanting to vent (hence this thread), but also to raise Logitech's awareness about a potential weak-link in their chain. I'm far more interested in Logitech staying around...but only if their Support is going to match the caliber of equipment they claim to be selling. My MX518 still rocks...but this G9 issue is pissing me off...

 

[NightOps]

Well, quick update. Logitech updated the support 'thread' with shipping information. Frankly, they still get an 'F' in my book. They promised 4 main items, and only has *partially* delivered on 1 so far:
1) Send a replacement
2) Upgrade the shipping (UPS shows service as Ground...this is not any type of Upgrade)
3) Emailing me with the information once the replacement was sent.
4) Have a manager contact me

They've sent the replacement...but service type is UPS Ground. No contact from a manager...and no update email either saying that it's been shipped. 25%...I'd fail at life if I played like that. They also partially screwed up the shipping address...but luckily the location they are sending to will contact me since we're all on the same property. Just gotta walk to pick it up (I know...a little whiny since I'm at least getting the replacement, but how hard is it to actually copy/paste the address I gave them...really?)

All in all, depending on how the replacement works and if I have to deal with Support again, I'm heavily considering avoiding Logitech all-together.

 

[ballpoint]

Stop whining! Oh my god they didn't have the order into the system within an hour!? The impudence! And you spent a whole $100!

It's not as if you're Obama waiting for his replacement Blackberry. You need to calm down and have some patience. Logitech is the shit. They're sending you a replacement and not asking for you to return your old one, how sweet is that!? They will send you your replacement. Look at the UPS website and see how many types of shipping are listed under "Ground".

I've dealt with a lot of hardware support and RMA over the years. Logitech and Dell are pretty much the best at replacements, on their own level from what I can see. So I would question where you'd expect to find better support for a <$100 gaming mouse.

 

[NightOps]

@ ballpoint: I'm a person or *principles*. Yeah, they did fix the *core* problem (well, most likely - I'm sure the new G9 will work just fine). However, they failed to do what they said they would do. If you tell me you are going to do something, and then fail to do it...I'd call you a liar. Why should a company be treated any differently?

Actually, they didn't have the order in the system for about 90 hours (not 1 hour, even though I wouldn't consider it to be unreasonable to expect it to be entered the moment it was confirmed since things obviously can get forgotten). It was approved early Thursday afternoon, and finally in the system on Monday in the early afternoon. Technically, I'd completely ignore the weekend, so let's call it 2 business days... Let's do the math on that, that'd be 48 business hours. Does it really take that long to put the order into the system?

My experiences stem from many years of working with Dell and Sony on support issues. In all but an *extreme* handful of issues, Dell and Sony have both sent Advanced Replacement on the parts (rushed shipping, typically 1-2 business days) without ever asking me to return the defective parts, and they typically confirmed replacement the same day I reported the issue. In rare cases, it has take them a business day to confirm necessary replacement, and then they typically sent out tech to manually replace key components (motherboard, laptop LCD, etc.).

Maybe you're right...maybe I do have high expectations. However, that does not negate the fact that I was explicity told 4 promises (which I outlined above). 1 of those (again, the most important one) was met. However, the other 3 were important as well. The only one of those 4 that I explicitly requested was to speak with a manager.

Again, the *overwhelming majority* of frustration was directly caused by their lack of responsiveness. I'm not talking about them failing to resolve the entire issue in one session - I'm simply talking about the fact that, even though they told me that they would call me back or email me by x date, I ended up having to call them *after* x date since they had not contacted me (either by email or phone).

 

[ballpoint]

Cry me a river, ;D.

 

[NightOps]

So you consider all the above, unreasonable? Exactly which part? Please, be specific. Rather than flame back at you, I'd like to hear why I should put any faith into Logitech's Support.

 

[NightOps]

...You need to calm down and have some patience. Logitech is the shit. They're sending you a replacement and not asking for you to return your old one, how sweet is that!? They will send you your replacement.

Sorry, I didn't really respond to this. Maybe my posts have come across as impatient. Dunno. Please realize, I waited 2 business days for a response after submitting all information required for a replacement. Now, if I had waited 2 business days, and then actually received a call, it would be a different story. However, at no point (other than the 2 initial emails on 1/19) has Logitech contacted me. Not sure if that changes things in your book, but it does in mine.

As for not asking me to return my busted mouse, I've already said that this was an appreciated gesture. It doesn't fix my problem, but it does me the inconvenience of having to ship the busted G9 out and wait for them to diagnose that it's busted.

From the beginning I've believed 100% that Logitech *would* replace my mouse - eventually. However, during the course of the 'issue*, I've felt more and more that the process would not keep moving forward unless I repeatedly contacted them to find out how things were progressing. All of that could have been alleviated if they simply either a) sent out an automated email stating how things were going, or b) actually lived up to what they told me they were going to do - contact me/deliver when they said they would.

I'm really interested in hearing more responses on this. Am I the only one that feels we should be able to expect a company to deliver on their promises? What are acceptable timeframes for us to expect for contact/replacements/etc...??? Thanks in advance!