Impressed with logitech customer support

IvanDobskey

IvanDobskey

IvanDobskey

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My two year old G500 mouse which cost me £35 has developed a double click issue on the left button. So I sent Logitech an email to see if anything could be done. Well, they've just despatched a brand new G502 to replace it :) Very impressive.

Viewsonic take note (they replaced my faulty 2 month old VP2770-LED with a cruddy refurb!).
 
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IvanDobskey said:
My two year old G500 mouse which cost me £35 has developed a double click issue on the left button. So I sent Logitech an email to see if anything could be done. Well, they've just despatched a brand new G502 to replace it :) Very impressive.

Viewsonic take note (they replaced my faulty 2 month old VP2770-LED with a cruddy refurb!).
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:eek: I should have just done the same with my G500! :(

Anyway I think you'll find the G502 somewhat better. ;)
 
Not too sure about the design of the G502, but I'm sure its a good product :)

I will continue to buy Logitech products but will be giving Viewsonic a wide birth in the future ;)
 
logitech rock, i dont think ive ever had a faulty logitech product, but if i do its nice to know how good they are, ive seen stories of them giving big discounts off store purchases even for products that go wrong after like 5 years! which is great considering after any amount of time under soga their not even legally responsible (the retailer is)
 
A few years back, I had a G500 mouse develop a fault; so I went and bought another from a main high street store I cannot mention. The subsequent G500 mouse also developed the same fault! Basically on both the left clicks became noisy and felt broken (best way to describe it).

Anyway annoyed with my second mouse having this fault, emailed Logitech and they asked me for evidence of purchase (receipts), I was sent two brand new G500's to replace both mice! Both work perfectly to this day! I have a nice spare to in case one breaks down.

And the ironic thing is, the copy of the receipt I emailed to Logitech, for one product was not even for the mouse. I accidentally found a random one and sent the JPEG of it in error.

Yes, Logitech are very good to their customers. Just wish they would update their G series product line so I can get a new keyboard.
 
Where did you email Logitech? I have a G700s I need replacing but when I go on their site, I can't submit a warranty claim without registering the product, and it won't let me do that either. I've seen a few people have the same issue on their forums...
 
Logitech can take a running jump to be honest. I contacted them about a broken foot on a keyboard and they said there was nothing they could do. I was happily prepared to pay for a spare foot but they don't/won't sell them as spare parts.

I despise companies that refuse to sell spare parts, especially ones which are easily broken or can wear out. It's lazy and smacks of a deliberate ploy to make you buy a new product rather than keep your old one going.
 
Vertigo1 said:
Logitech can take a running jump to be honest. I contacted them about a broken foot on a keyboard and they said there was nothing they could do. I was happily prepared to pay for a spare foot but they don't/won't sell them as spare parts.

I despise companies that refuse to sell spare parts, especially ones which are easily broken or can wear out. It's lazy and smacks of a deliberate ploy to make you buy a new product rather than keep your old one going.
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If you despise logitech for their after sales support then I dread to think what your opinion is on other suppliers! Logitech are hands down the best for after sales support of any company I have dealt with, and this is echoed by many threads in the past similar to this one.

For a supplier to keep a stock of every spare part for their product with a very limited demand would massively increase their cost base, and it's unlikely it would represent good value to the customer. As an example the thermostatic valve on my shower failed recently. The valve was £60 from Bristan, and an entirely new shower bar was <£100. I am guessing that the keyboard was fairly old given their response, as in the past I have seen reports of Logitech just sending a new device when it's only a few years old.
 
+1 for Logitech CS.
Had same issues as OP last week, fortunately I had 1 month left on the warranty and was sent a G502 without issue. Asked them where they wanted me to send the G500 and they said to keep hold of it.
Might leave it a while and then try and opening the G500 up and fixing the double click issue as there are a few guides on how to do it.
 
The thumb area on my Performance MX has almost fully worn away after a couple years so I've been thinking of contacting them too, it's a bit of a bad design flaw for something like that to happen.

I have had my G15 r1 replaced after 3 years of use once as the keys fully rubbed away, they freely replaced the entire keyboard with a brand new G15 r1 without any quibbles but I did have to chop off the cable at the end and send it to them.

Then there was my G35 headset, they refused to replace the ear pads as they did not make any spares for them. They do on the G35's replacement though (the blue headset, forgot the name of it) and it has the exact same ear cushions.
 
The reason why logitech may not have assisted is just like any manufacturer you have to tell them its a hardware fault> otherwise you get nothing.

Broken feet or hinges or rubbed off areas may not be classed as actual faults, it could fall under wear and tear which is not a fault within reason.....

I had a logitech dinova keyboard once and emailed them to ask for a replacement power plug since the one I had died, the part perhaps would have cost £2-3 instead they shipped a £100 brand new keyboard with charger. 10/10 for customer services provided you say its a hardware fault.
 
IvanDobskey said:
I will continue to buy Logitech products but will be giving Viewsonic a wide birth in the future ;)
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*berth. Altho there may be a fetish market for what you said..


Huh, I've similarly had a good CS experience with Logitech and a bad one with Viewsonic.
 
I've had a 710+ mech keyboard replaced with a brand new one after it developed a fault with the LED's. I got to keep the old one, which is good as new but without 7 LED's.

Great service indeed.. but the price matches it :P
 
Abyss said:
If you despise logitech for their after sales support then I dread to think what your opinion is on other suppliers! Logitech are hands down the best for after sales support of any company I have dealt with, and this is echoed by many threads in the past similar to this one.

For a supplier to keep a stock of every spare part for their product with a very limited demand would massively increase their cost base, and it's unlikely it would represent good value to the customer. As an example the thermostatic valve on my shower failed recently. The valve was £60 from Bristan, and an entirely new shower bar was <£100. I am guessing that the keyboard was fairly old given their response, as in the past I have seen reports of Logitech just sending a new device when it's only a few years old.
Click to expand...

I appreciate that it may not be viable to keep spares of every component but, where items are liable to break and render the whole product unusable as a result, they should provide spares with the product in the first place.

The keyboard in question was only a couple of years old and to have it rendered unusable because a small plastic part failed is unacceptable. These parts should be engineered better so they don't break so easily and spares provided. So perhaps it's not so much their CS that I have an issue with but the quality of the product in the first place and the lack of spares provided with it.

As an example, I have a Corsair case with a hinged front door. It came with spare plastic hinge clips in the box so I have these available in the event of a failure. Providing these costs them pretty much nothing. I've also heard that they'll readily send out spares if required.
 
My MX518 still works fine after 8+ years, changed to a Zowie earlier this year tho.

Also had the G35 which was fine (except the badly designed wire) until a FIFA moment :D Needed an upgrade anyway.
 
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