31 Mar 2006
Time to use the bully pulpit that is my audience and Google’s friendly attitude toward this blog.
I own a number of Logitech products ranging from wireless mice to keyboards to a Bluetooth headset. The headset’s only 9 months old and instead of the 7 hours of talk time it promises, the battery only holds a charge for a few minutes. A call to Logitech gave me what I thought was a decent resolution. I’d fax them my receipt and they’d mail me a new headset.
That was a week ago. The fax line at Logitech was ringing busy when I tried it. I waited an hour and tried again. Still busy. I waited until 1am and tried again. Still busy. I set my fax machine to redial their number continuously. A week later, the fax still hasn’t gone out.
I tried emailing Logitech to ask them if there was another way to get the receipt to them. Through several rounds of email back and forth, they continue to insist they understand that I’m having a problem faxing them and that if I want to open a warranty claim or get information about an existing warranty, I’ll have to call them. Thanks. They understand I’ve already called them and gotten the proper procedure, but if I’ll only call them, they’ll give me the proper procedure.
What is it about email tech support in general? No matter which question I ask, no matter which company it is, I always seem to get a response that has nothing to do with my problem. Pointing this out elicits further irrelevant responses. It’s like we’re talking right past each other. You’d think that basic reading comprehension would be a required skill for someone manning the support queue.
Anyway, back to Logitech. Product breaks, damaging my impression of them. They take a failed customer experience and make it worse with broken processes. If I call tech support, they can handle my warranty question just fine, but if I email them they can’t? I’m guessing that their email support has been outsourced and the support monkeys on the other end of the wire don’t have any connections inside Logitech. At the very least, there should be an escalation procedure that would kick questions they can’t answer over to someone inside Logitech who can help.
What does this mean for my future as a Logitech customer? It doesn’t look good, folks. I understand products don’t work as expected sometimes—that’s why warranties exist. But when the warranty procedure is this broken it makes me unlikely to buy their products in the future.
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