Logitech Customer Support

manic_man

manic_man

manic_man

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Joined
18 Oct 2002
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2,953
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Greater Manchester
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.
 
Logitech do provide fantastic products, and back them up with fantastic support....

Reason my desktop PC speakers and mouse /keyboards etc have been logitech for years.....

On another note - their speakers are just amazing for what they are. you really do pay for what you get with Logitech..
 
Logitech CS are excellent. I've similar experiences where they've quickly replaced my faulty product. Its why I have Logitech keyboard, mouse and webcam.
 
My G-5 died a couple of months ago. The cable had died where the nylon has kinked from being tightly wound in packaging and refused to ever straighten out properly. I asked for a new cable but was told they don't make them anymore, so they shipped out a replacement mouse instead. Top service.
 
Try ringing them, I'm sure your story would not be so happy.

Their phone lines are terrible in my experience, some on the worst i have ever come across.

Although i agree, their email support tends to be good.
 
I lost a little rubber foot from an MX1000 mouse, well out of warranty, emailed asking if i could purchase some more, couple of days later 2 sets of feet arrived free of charge.

Its the little things like that that help keep customers loyal, now have four logitech products sat in front of me.
 
Logitech support is fantastic. I posted a thread on here some time ago after my MX 1000 broke and I had no receipt, proof of purchase or even a serial number and they replaced it with a brand new MX Revolution. All I had to do in return was send in a picture of it smashed to pieces :D

That's why pretty much all of my peripherals these days are Logitech!
 
Luckily i have never had to deal with their customer service but i'm a bit of a Logitech fanboy :p Literally all of my peripherals are Logitech.
 
Yep. I had a fault with my MX1000 too. A quick mail to logitech and they sent me an MX Revolution, which I love. Although it has been double clicking lately.

However their customer support is just fantastic, and until they stop providing that service, my peripherals will always be Logitech.
 
Had a bad experience with them when my G7 started double clicking on everything, can't say it makes me want to buy logitech again.
 
Dano said:
Had a bad experience with them when my G7 started double clicking on everything, can't say it makes me want to buy logitech again.
Click to expand...

Howso? Always interesting to hear of the bad as well as the good.

Personally I have never had anything other than a more than positive experience.
 
I'm on my second replacement mouse from Logitech now, my MX700 stopped charging after 3 years or so and they sent me an MX Revolution. The replacement only lasted about a year before half the buttons stopped working, so they sent another one. So far all I've had to do is send off the USB receivers and smash up the other Revolution, it was all dealt with in a couple of days via phone and email each time.

I can't decide if I like them or not though, great customer service but lousy manufacturing ;).
 
Yeah they are good but seemed to have refused to send me a replacement fuse for my z5500's apprently they will for others.. :(
 
Logitech are fantastic. The support is excellent and the products are well built and work perfectly.

I am a Logitech fanboy and simply don't bother buying anyone elses input devices.
 
manic_man said:
Howso? Always interesting to hear of the bad as well as the good.

Personally I have never had anything other than a more than positive experience.
Click to expand...

After less than a year of being available (with a three year warrenty) the G7 was discontinued (in Europe only, still available in the US), was offered a G9 or a MX Revolution as a replacement, neither of which were suitable to me, getting a refund was a complete nightmare and the whole process took something like four months, several dozen emails and several overseas phonecalls.
 
I've only ever had positive experiences of Logitech CS, so much so that I'll only buy their mice/keyboards now. Also, the Harmony remote I bought was definitely the best purchase of last year :p
 
Logitech customer support is superb, my g7 developed a common fault and i was offered a replacement g9, the whole process was quick and painless. The high quality of their products and amazing customer service keeps me buying logitech.
 
Logitech customer support is brilliant. I dealt with them a few years back when my logitech z-5500 speakers decided to stop working (out of warranty I'm sure) and they delivered a new set and said that they would collect the old ones but when they delivered the new speakers, they left the old ones also lol.
 
How long does it ususally take for them to reply to online support? I emailed them about my new illuminated keyboard which one of the keys has come off and they replied a few days later saying they can send me a replacement and can I give them a copy of the reciept and contact & shipping info which I did but I still haven't had a reply from that. That was on Saturday
 
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