This is the blog of Adam Kalsey. Unusual depth and complexity. Rich, full body with a hint of nutty earthiness.
This is the blog of Adam Kalsey. Unusual depth and complexity. Rich, full body with a hint of nutty earthiness.
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.
I too have a lot of logitch products, but I will never buy a logitech product again after my experience with the Logitech Headset 250. Part of the usb cable melted when I first plugged it in. I called them and they sent me a new one. Great.
The new one they sent did the same thing, so I called them again. They told me they would send me a new but I had to send them my old one that had melted. However I have to foot the bill for shipping and customs to the USA, because logitech doesn’t have the “logistics” (as customer service called it) to do a product pick up in Canada! So now I have to pay almost half the cost of the product to get a replacement for their malfunctioning product!
That is straight up discrimination against Canadians. Logitech please do all Canadians a favour, if you can’t offer the same quality customer service to Canadians, don’t sell your makeshift products here.
I had a bad expierence too with non logic tech,they wouldn’t give me a new password for not buying from them since a year ago when I spent a couple G’s on their products & they are mad also because of my privacy settings. After twice requesting for one I finally got (none set), I LET THEM HAVE A COOKIE.
I too ave very bad experiences with logitech support. I hAve my 2nd keyboard from them as the first one went out also. I have contacted them 5 times, and NO responses. There support is AWFUL!
has anyone been able to resolve the internal error message … 2711wme.copy … i’m having the same problem downloading my logitech cam to XP from 98 when it worked fine .. thanks for any help … Bobby
I have had major issues with Logitech. I spent 80$ on a G-15 gaming keyboard in 2006 and a month later ALL of the letters on the keys wore totally off. So I call the support line, wait on hold for over AN HOUR and I am told to do anything about the keyboard I have to inconvenience myself and mail it back to receive a new one. I tell the operator to forget it, I will just repaint the keys myself and NEVER buy a logitech product again, he puts me on hold and comes back saying he spoke to a higher up who said its ok to send me a new keyboard. This was over 6 MONTHS ago and no keyboard has ever arrived. I would try to call back but sitting on hold for an hour does NOT appeal to me whatsoever. I have just basically given up on all logitech products and will by my mice and keyboards from other company’s now. I highly suggest you all do the same.
Regarsds
UPDATE So I fired off a email to every logitech email address I could find about my issue with never sending a replacement to my G-15 keyboard that the letters wore off. A day after I sent the email to about 30 logitech addresses I got a call from a gentleman who seemed concerned and wanted to hear my story and rectify my problem. After speaking to this guy a new keyboard is on the way with apologies from them. I only wish it has been so easy to fix this the first time, however they did seem genuinely concerned with keeping me as a customer and making this right. I felt I had to post this update as it tempers some of my above comments. I will purchase Logitech products again, they still should fix some issues with support and service however. Namely make it easier to get a hold of a person or email a human being.
regards
Geeez i thought i was the only one with these problems.…i bought a $160 universal remote for my 360 and one day i went to use it and it had lines all over so i couldnt read it…i call support get put on hold for a hour and i had to be to work so i had to hang up the next time i call he asked what my problem was and he acted like i was crazy so i have no idea how to go about this but its only 1 month old..do any of u know how i can fix this problem???
I agree. I can’t get my webcam to connect with msn 8.1. All I am told is to go get support from MSN. MSN sucks even more. The cam works fine., It use to work fine with an older version on MSN and XP. Now I am using 8.1 and vista.
Can’t beleive the support from these companies. They get your money and thats it!
Any advise on what I can do to solve my problem?
We bought a Logitech mx5000 cordless keyboard and mouse combo. It has been nothing but trouble. Logitech is completely unresponsive, so —- essentially they stole $100 from me. I WILL NEVER BUY LOGITECH AGAIN.
Probably the reason their support sucks so bad is they dont read or listen. I have an older cordless optical mouse thats worn out, and I just want a compatible replacement. The keyboard works fine and I like it. They kept telling me how to install and update drivers. Uh… HELLO! Its worn out, tell me which of the new mice are compatible. I know there are some, they sell the same receiver NIB with keyboard/mice combos. So they told me how to update my drivers again. I give up.
I have to agree. All I need is a driver that makes the numbers on the right work, but just try to find help on that! LOGITECH ARE YOU LISTENING TO ANY OF US?
LINDA P November, 2007
I searched google for logitech support and this blog came up first!! Go figure!!
Does anyone know how to delete pics stored by the webcam after they have been copied My Pictures folder? New pics keep adding up to the old ones that keep showing up each time I open the Wizard to the Webcam. There is no delete button and no properties to identify where I can delete them from within the Wizard. HELP!
My NEW MX REVOLUTION lazer mouse isn’t working properly. I can’t seem to get it to drag items and it also doesn’t seem to want to work in some drop down menus. I tried to register with Logitech, but the mouse won’t work, so I can’t get to the right items to select. WHen I try to email them, the system says its wrong and deletes my email. Can’t email, can’t call, can’t work. What a bum product and bum product support.
How the hell did you get logitech email addresses. I getting jerked off by tech support with regards to a ps2 receiver that my son lost. This guy in tech support says at first I can get a receiver if I am under warranty. I come to find out I am under warranty now he is changing up his story and claiming I have to wait till his supervisor approves a out of warranty deal and he would then decide on a price. I called customer service and gave the incident # and they are telling me that isn’t true. Supposedly tech support put totally different notes in their system and I am not getting anything done for me.
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Adam Kalsey
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lou Rossi
January 15, 2007 3:22 PM
I need the phone number for logitech support. I would appreciate any help I CAN GET. My V20 speakers have no sound. There is no part # on the spkeakers, Only the model #. Therefore any attempt to send them an email is rejected. Thanks for your help.