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.
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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.
Logitech’s support doesn’t just suck, it is BY FAR the worst support i have EVER encountered. on one occasion i held for 45 minutes on their premium rate phone line, and never got through. and dont even think about emailing tham, i have waited over 2 weeks for a reply. i have already had a product replaced (my z5500 speakers, as they have no spare parts available for any of their products) and the replacement set broke within 2 weeks, i have now attempted to contact them by phone and email for over 2 months on the matter and received no reply.
I just found this thread and just HAD to add to the rant. I’m on a mac using Snow Leopard. I have a Logitech mouse. Download their latest s/w and it crashes the mac (only piece of s/w I’ve EVER found that can do that - it must be REALLY CR*P to be able to achieve that) so I fill out the on-line form and tick the box that says ‘Did you d/l the latest s/w’ I get a reply from them saying try downloading the latest s/w.… MORONS. So I write back (through their on-line system and double check I can see my reply on the their support system page) telling them that was no help at all.….3 weeks later I get an email saying that as they haven’t heard from me in three weeks they’ve set the case to solved..MORONS. Worse support ‘Ive ever come across in the industry. I wont be buying any more of their products again.
I bought a logitech wireless mouse a week ago and is already not working!! This is honestly madness! All their stuff is shit
I cannot get support for a recently purchased Logitech Harmony 900 remote. First and last Logitech product I plan to purchase. The call center is overseas and no one is capable of resolving programming issues. Tier 2 may be able, however they only can be reached internally via email within Logitech to call the customer, not by transferring the customer on the phone, enabling them to get immediate assistance. You must wait 24 to 72 hrs for a call back. No one will call. You cannot complain to HQ in CA either. I tried reaching someone/anyone, preferably the office of CEO Guerrino De Luca. Every number/dept. you may select reaches a voice mailbox. Even the operator rolls to a voice mail. I’m sending the remote back to them after three weeks of regular calls pleading to have someone reach me, to no avail.
Not impressed with Logitech… just bought a QuickCam Delux for my laptop installed with Windows XP. It worked fine the first time I installed it, but now everytime I try to use it, it crashes my computer! I’ve tried everything on my own to fix the problem, check my compter settings and I looked all over the Logitech support page for information remotely helpful but nothing… I’m shopping for a new webcam now and I don’t think it will be Logitech.
Thanks God I’m not the only one!!!!!!! but I can tell you crew that this is the worst Tech support that I ever saw in my life. This is real I call them and the first question was the computer is ON? WHAT? Are you kidding me? then I ask them if I need to open an specific port in my router to have my Remote control communicating with they sucks software and the answer was You don’t need internet to program your Remote. Such an Idiot.… @#$%@&^$#%&@
Solution don’t call them again. Is better spent the time trying to figure it out by your self than worst your time trying to get a decent answer from those asshole.
Also for the tech support guy that reply this post I’m glad that you are taking the time to read this post hopefully you will have more time to answer your damn extension. By the way If not a product failure means that you are such as incompetent to get something working fine or at least give the option to the people to choose the way that they want of the things that you sale can work better or maybe you can start to visit more forum maybe those people are more competent than you and they can teach all of you how to use your products.
I bought Logitech MX Revolution and Illuminated keyboard, what i want to comment is their products are truly rubbish and support are suck!
I bought over 4 years ago a computer head-phone,wich is still workin and i would like to by 3-4 more because is the only one that i like.(Logitech A636)But I can’t login,they said on support side that, my Email adress is not correct,my homephone is not matching, and my cellphone neither.I believe that we have only a few,original technical support, the rest is made in china,therefore they (the new logitech support people)don’t have answer for rubish material Hecho in china.we must bay no more garbages,and send a letter the the risponsables who did it all,and get back dollar for dollar,no dollar for garbages.
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.
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.
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.
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!
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
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Adam Kalsey
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Done With Logitech
November 9, 2009 3:16 PM
Once reputable, now Logitech is just a bunch or morons asking too much money for crap products. I could get better support answers from my dog. I now have had more failures with Logitech devices than any other I’ve owned. My G5 Laser mouse was the final device that started failing that was eventually replaced by a Saitek product. The Saitek products have all stayed working with no issues with no need for support.