As OcUK sell Logitech products, I thought I would just publicly tell my story of their excellent customer support.
I know their CS is well known across the web, but it's always nice to see new examples of it.
Around 4 years ago I bought a Logitech MX-1000 mouse. I had a problem with it charging about 2 years after buying it. So after a few easy emails (responded to within a few hours), they sent me a brand new MX Revolution as a replacement. All they asked I send back was the USB plug from the MX-1000 base station, which cost me about 80p to return to them. It arrived by courier a few days after they promised and before I had sent back the plug.
A few months ago I started to find my Revolution was having problems with the receiver in the back of my PC, so I got an extension cable and moved it to within 30cm of the mouse (not ideal) and that smoothed things out again. Yesterday however, even that wasn't enough. So, after making sure it wasn't WiFi or phone interference or another USB device in the system, I emailed them again (bearing in mind this is now about 2 years since they sent me the MX Revolution).
They informed me that my warranty was up on the Rev, but they would offer me a 50% discount on any new MX mouse bought through them. I found that very tempting as the Performance Mouse MX at £44 was a very good deal. However I love my MX Rev and it really is in pristine condition, so emailed them back and asked if they could perhaps offer me the 50% discount on a new receiver (its £16 with shipping normally), as i'd like to see if that fixed it first.
They have just emailed back saying they will send me a new receiver gratis and where should they post it to. The whole thing has taken 4 emails and just under a day. They have also said that if the new receiver doesn't fix it, the 50% offer still stands.
Companies around the world take note: this is how to keep customers coming back to you again and again as well as getting business through recommendation.
It is not coincidence my mice and keyboards for the past decade or so have been Logitech, nor is it a coincidence I have a Logitech speaker set (which they have also replaced under warranty when a plug became loose on the sub and didnt even ask for the old ones back!!)
I just thought i'd share with the masses as it's always good to know where to go for consistently good after sales service.
I know their CS is well known across the web, but it's always nice to see new examples of it.
Around 4 years ago I bought a Logitech MX-1000 mouse. I had a problem with it charging about 2 years after buying it. So after a few easy emails (responded to within a few hours), they sent me a brand new MX Revolution as a replacement. All they asked I send back was the USB plug from the MX-1000 base station, which cost me about 80p to return to them. It arrived by courier a few days after they promised and before I had sent back the plug.
A few months ago I started to find my Revolution was having problems with the receiver in the back of my PC, so I got an extension cable and moved it to within 30cm of the mouse (not ideal) and that smoothed things out again. Yesterday however, even that wasn't enough. So, after making sure it wasn't WiFi or phone interference or another USB device in the system, I emailed them again (bearing in mind this is now about 2 years since they sent me the MX Revolution).
They informed me that my warranty was up on the Rev, but they would offer me a 50% discount on any new MX mouse bought through them. I found that very tempting as the Performance Mouse MX at £44 was a very good deal. However I love my MX Rev and it really is in pristine condition, so emailed them back and asked if they could perhaps offer me the 50% discount on a new receiver (its £16 with shipping normally), as i'd like to see if that fixed it first.
They have just emailed back saying they will send me a new receiver gratis and where should they post it to. The whole thing has taken 4 emails and just under a day. They have also said that if the new receiver doesn't fix it, the 50% offer still stands.
Companies around the world take note: this is how to keep customers coming back to you again and again as well as getting business through recommendation.
It is not coincidence my mice and keyboards for the past decade or so have been Logitech, nor is it a coincidence I have a Logitech speaker set (which they have also replaced under warranty when a plug became loose on the sub and didnt even ask for the old ones back!!)
I just thought i'd share with the masses as it's always good to know where to go for consistently good after sales service.
