Logitech Customer Support

Paramount said:
Good support = sending out replacements willy nilly? Doesn't sound like a good business model to me.
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I'm saying perhaps someone has costed the difference between say a reduction in failure rates due to higher QC and how much it costs to actually just send out a replacement of a mass produced item, and they have discovered its either a better or equally good business model. Plus it has the benefit of giving people a good opinion of the company.

However I may just be being cynical and my OP still stands that I am glad there is a company out there practising such a CS model.
 
My replacement MX Revolution arrived this morning :D I want to give them a big hug, suffice to say I've never butt-kissed a company this much before.
 
What I want to know is, why can't other companies provide service as good as this? I've had nothing but very positive experience with Logitech. This is why all of my peripherals are slowly but surely being replaced with Logitech models.
 
I'm more concerned that there are so many stories to be honest, seems like they have a fairly high failure rate, would very much like to know the %.
 
I'd like to think that through their business model they can afford to offer such good support. A lot of their products aren't that cheap too.

In short, my faulty DFP is now being replaced, took less than 24hrs to sort, so all in all I'm extremely happy with the service! Glad I can get back into some racing soon too.
 
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.
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Mine started doing this also, glad it was not an isolated incident :cool:

Use a lot of Logitech stuff still, but I am branching out to other brand these days, I literally used nothing but Logitech for many many years. Loving my deathadder so far :)
 
Paramount said:
Good support = sending out replacements willy nilly? Doesn't sound like a good business model to me.
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they are sending me out a replacement for my mouse which developed a left click fault upon reading this and the other logitech thread located in the general hardware forum.


cant possibly fault the RMA process it was very easy they only asked i try the mouse on another pc to confirm it was indeed the mouse and not a software issue with my computer.

they didnt ask for a picture of the mouse but they did ask when and where it was purchased so i simply added a photo of the receipt as an attachment
 
my MX500 is so old I think I bought it off Jebus but it still works perfectly, it doesn't look like I'll need to replace it until it succumbs to friction and my fingers wear through it either. I'm planning on getting the G110 when it's released too!
 
I've posted this before but here is my Dinovo edge after i leaned it against the door frame and jumped on it trying to snap it in half (not possible) as requested by Logitech. :)


A really tiny bit of plastic had broken on one of the keys and it fell off.. had a new one sent out the same day after i sent this pic.
 
khemist said:
I've posted this before but here is my Dinovo edge after i leaned it against the door frame and jumped on it trying to snap it in half (not possible) as requested by Logitech. :)

A really tiny bit of plastic had broken on one of the keys and it fell off.. had a new one sent out the same day after i sent this pic.
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Haha, i had to do the same to my G7, i wasn't quite sure what they meant at first when i was informed i had to make it "non functioning". Then i had good fun smashing it up.
 
I've been using a Mx1000 mouse since near the end of 2006 I think, can't quite remember. It's still going strong with nothing wrong with it so I don't think that they make low quality stuff.
 
I've got a problem with my g11 where the arrow keys just decided to stop working one by one. Its not a spillage or anything, just one day the up arrow started to get a bit un-responsive, needing 3 or 4 strokes to input 1 char, then it got worse, and as it did so, the others in that little cluster also started to loose responisveness.

Only thing is, if I rma this keyboard (its still in warenty if I could ever find the reciept), is it likely to be replaced by a new model as they dont seem to stock the g11 anymore on their site? I quite like the old g11 and if its a case of having to send it back/destroy it and it get replaced by the g110 then I may take my chances by opening it up.
 
alexhull24 said:
I'd like to think that through their business model they can afford to offer such good support. A lot of their products aren't that cheap too.

In short, my faulty DFP is now being replaced, took less than 24hrs to sort, so all in all I'm extremely happy with the service! Glad I can get back into some racing soon too.
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I'm pleasantly surprised by how fast the responses are through the week, though unfortunately in their efficiency I've been shipped a replacement for my wheel, which is great, but it turns out it's a joystick...

I've been told to decline that delivery (it hasn't arrived yet).

They don't have any DFPs in stock apparently, and have offered me a Driving Force wireless, but that seems very different - no pedals, no desk mount etc. I've asked for a more similar replacement - i.e. Driving Force GT (successor to the DFP really) or even G25/G27 but they're well above what I have now.

EDIT: Looks like they're happy to replace my DFP with a Driving Force GT now, but it also seems they have shipped me the wrong product again. Not quite sure what's going on here.
 
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Well, as promised, a DHL delivery guy showed up this morning with my new receiver.

Just plugged it in and connected it all up and touch wood, so far everything is back to how it was when the mouse was new :)
 
Guys,

I bought an MX Revolution from a known competitor about 9 months or so ago now (Sorry OcUK, mouse died and I needed replacement STAT!)

Essentially I've noticed that my receiver seems to be buckling a fair bit now. It's especially noticeable when I play games, it skips from time to time and get stuck until I flick the mouse. The USB Receiver is on the end of a USB-Extension cable and sits about 6 inches from my mouse mat. The mouse is always 2/3 bars charged.

Should I just phone them or contact their UK support to speak about getting a replacement? Has anyone got a direct link to said support? I've found the USA one but not sure if it covers UK?

Scratch the last bit, found the contact form for UK.

Has anyone had a similar problem with this mouse + receiver getting a bit weak? Was it the mouse or receiver out of interest that was the problem?
 
Knubje said:
Guys,

I bought an MX Revolution from a known competitor about 9 months or so ago now (Sorry OcUK, mouse died and I needed replacement STAT!)

Essentially I've noticed that my receiver seems to be buckling a fair bit now. It's especially noticeable when I play games, it skips from time to time and get stuck until I flick the mouse. The USB Receiver is on the end of a USB-Extension cable and sits about 6 inches from my mouse mat. The mouse is always 2/3 bars charged.

Should I just phone them or contact their UK support to speak about getting a replacement? Has anyone got a direct link to said support? I've found the USA one but not sure if it covers UK?

Scratch the last bit, found the contact form for UK.

Has anyone had a similar problem with this mouse + receiver getting a bit weak? Was it the mouse or receiver out of interest that was the problem?
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Well as per my OP, your symptoms are identical to mine.

They sent me a new receiver and in the few minutes I played around this morning, it seemed to be back to normal again with the receiver in a USB port in the back of my PC.

My mouse was out of warranty, chances are they will just send you a new mouse unless you specifically ask for a new receiver.
 
manic_man said:
Well as per my OP, your symptoms are identical to mine.

They sent me a new receiver and in the few minutes I played around this morning, it seemed to be back to normal again with the receiver in a USB port in the back of my PC.

My mouse was out of warranty, chances are they will just send you a new mouse unless you specifically ask for a new receiver.
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Aye very true, although your revolution was a fair bit older than mine! I should still be within warranty so I hope they will send the new receiver without any fuss!

I'm not bothered about a whole new mouse and receiver, although if they do that I won't grumble!
 
I've got the double click problem on my (old) G7.
Contacted the support team to as a simple question which was: "Under which pads are the screws located?"
Just so I can take it apart and see if I can fix the micro switch.
After being asked where and when I bought it from, I was offered a discount on a new one. All fair enough and more than I expected.
But they still didn't answer the main question which was a bit annoying.

So to OCUK: Anyone destroyed a G7 and know where the screws are?
and what should I get as a replacement?
 
Purchased a Logitech Dinovo Laser Wireless Bluetooth Media Desktop Keyboard and Mouse set just before xmas. I noticed on the mouse the plastic part that surrounds the wheel seemed a little loose so fired an email off to support to see if it should be like this.

7 days later a brand new boxed Logitech Dinovo Laser Wireless Bluetooth Media Desktop Keyboard and Mouse set arrives by DHL, no request for the old one back and I would have been more than happy with just a mouse.

10/10 from me, Logitech seem to go way beyond most manufacturers.

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