Logitech support sucks

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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.

fmartinez
October 7, 2010 11:11 AM

Logitech sucks! Useless customer support, they just usually tell you to have luck trying to solve the problem by yourself. A lot of products are poorly designed. I hate Logitech!

Dirty Durden
March 22, 2011 3:15 PM

IMO, When they moved Customer Support over sea's (India), well the support sucks now! This is what happens when large corporations moves oversea's to save a buck. I remember calling their support years ago & getting very fast RA's & the person would speak English, with no accent.

John
May 5, 2011 7:52 AM

Still funky after all these years! Spent weeks reading knoweldge base, etc... finally gave up and asked for an RMA. They told me to get thrid party software to completely uninstall their software. (Apparently, just uninstalling it doesn't actually uninstall it?) And to install an older version of the software. The newest version must not work? Anyway, no info on how to return the product for a refund. Useless answers to a question that I did not ask and no answers to my question.

Logitech
June 10, 2011 5:36 PM

Yep. Logitech is with out a doubt the worst electronic company in the world today. There is zero support for their products. When you ask about some of the technical specs of their products, they laugh citing patents as if their crap is particularly amazing. It is not. Logitech is one of those companies that will go down in history as a failure, through their inability to properly address customers needs. Stupid, stupid company.

Logitech sucks
June 10, 2011 5:36 PM

Yep. Logitech is with out a doubt the worst electronic company in the world today. There is zero support for their products. When you ask about some of the technical specs of their products, they laugh citing patents as if their crap is particularly amazing. It is not. Logitech is one of those companies that will go down in history as a failure, through their inability to properly address customers needs. Stupid, stupid company.

Lion
August 7, 2011 9:09 PM

Their support is utterly rubbish!!! I sent an email seeking support and it has been 2 wks and no response!! Called their hotline and was put on hold for the longest time!!! RUBBISSH!!!

Mario Brando
December 12, 2011 7:42 PM

Older 720 remote. Moved to a Mac. 720 does not connect. Called Logitech. Amature in Phillipines has ZERO troubleshooting skills. No knowledge base. Got hung up on the first try. 20 minute wait on next. Suggestion? Fire the vp is support or the idiot above him who is not listening to suggestions for much needed improvement. Plan to vote with my wallet on next technology purchase. Good product ruined by sucky support. When will they learn?

Wisico
December 13, 2011 3:01 PM

I agree logitech suck, I had to replace 3 mouse, a gaming headset and a keyboard, the keyboard was a backlit one and the light stoped working and the three mouse and the headset was because of their shitty plaited USB cable, they break so the cable break too so it stops working... when you replace something from logitech: you have to fking wait about 1 week for the email, 2 for the envoice and 2 for it to come back -_- FUCK OFF Razer or SAITEK, i'm comming!

F@*king me
January 14, 2012 12:36 AM

The next wanker that shows me anything from Logitec will end up in hospital on life support. Their wireless stuff is the worst crap I have ever used and if I ever saw a rep, I would happily go inside on a murder charge. I'm coming to get you

vik
May 26, 2012 3:47 PM

once logitech products & support was great,now i will never support logitech products (sick) no win 7 support for quickcam 5000pro (stinks) i paid top dollar for that cam ,now its useless. MK260 wireless K/b combo,no drivers for it,u donno if the cap lock,num lock, is on or off - what shit thats it with logitech,i donno why they waste their time taking surveys,products like that should never be supported vik

vik
May 26, 2012 3:47 PM

once logitech products & support was great,now i will never support logitech products (sick) no win 7 support for quickcam 5000pro (stinks) i paid top dollar for that cam ,now its useless. MK260 wireless K/b combo,no drivers for it,u donno if the cap lock,num lock, is on or off - what shit thats it with logitech,i donno why they waste their time taking surveys,products like that should never be supported vik

LOGITECH HATER
June 12, 2012 3:44 AM

i bought speakers system with 2year warrenty after 8 months it have some problems. i go back to the store,and mine warrenty they will not accept it 1 BIG BOM ON LOGITECH I HATE THEM

Bill
April 16, 2013 4:14 PM

I have a 720 remote... back is VERY sticky! Tried to log into my harmony account and my user id or password isn't correct. answered challenge questions and my answers were not correct either!!! Tried calling ALL of their support numbers (hard to find) and they ALL were fast busy! Sent them an email so we'll see what happens. I will NEVER buy LogiYECH again! Used to be good... now is SUCKS!

GARY DIAMOND
May 25, 2013 4:08 PM

I BOUGHT A KEY BOARD FROM THEM, AND A WIRELESS MOUSE. THE KEYBOARD LASTED ONLY 4 MONTHS THE HASSLE THEY WANT ME TO GO THROUGH SUCKS SO DON'T BUY THERE PRODUCT, DON'T BUY THERE JUNK. I WAS FORCED TO GO OUT AND GET ANOTHER ONE ASP SINCE I HAD NOTHING NOW AND IT WAS THE ONLY THING I COULD GET RIGHT NOW IN A LOCAL STORE. I CALLED THEM 6 TIMES AND EACH TIME THEY HUNG UP ON ME WITH I BITCHED ABOUT THERE PRODUCT AND WANTED TO KNOW HOW TO USE IT WITH ONLY ONE STUB ROT IN HELL LOGITECH

dunikc
June 24, 2014 10:30 PM

I BOUGHT AND NEVER RECEIVED THE PRODUCT AND COULD NEVER GET MY MONEY BACK. WHAT MORE SHOULD I SAY? I HAVE BEEN CALLING FOR 2 MONTHS AND THEY TELL ME THEY CANT DO ANYTHING, THEY DONT HAVE THE ORDER IN THE SYSTEM. CANT THEY SEE MY MONEY IN THEIR BANK ACCOUNT!!!

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