Logitech RMA change of policy.

wordy00

wordy00

wordy00

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Joined
20 Jun 2010
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14
Hullo,

A year ago I purchased a Logitech G35 headset and after around 3 months the cable braiding snapped at I was experiencing extreme static sounds.

I emailed Logitech and after a brief conversation they agreed to send me a new headset. The rules on this were that they would send me a new headset free of charge. I wondered what I should do with the old headset and I was told by Logitech that I should recycle the product. (I have the emails as proof)

Now the replacement headset has had exactly the same problem but the metal wiring is showing and the microphone brace has broken. I have emailed Logitech again but this time they asked for both headsets to be sent back to them so they could investigate further. Obviously I do not have my first headset and explained this to them (One of there own employees told me to recycle the old one). They are now refusing to replace or even repair my headset because I cannot send both my headsets back to them. There excuse for this was that the RMA policies had changed.

What are my rights here? Am I right in demanding a new replacement product?

Cheers for any help I think I explained it enough
 
Send the remaining one back. If it's clear you're breaking them by being ham fisted, they're well within rights not to repair it (though should send the broken one back). If it's a manufacturing fault, we should be praising them for wanting to investigate it.
 
JonJ678 said:
Send the remaining one back. If it's clear you're breaking them by being ham fisted, they're well within rights not to repair it (though should send the broken one back). If it's a manufacturing fault, we should be praising them for wanting to investigate it.
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He says that they won't do anything unless he can send BOTH back, surely no point sending it.
 
They seem to have changed their warranty policy lately. Theyre more apt to offer discounts on products now than replacements. Personally i think the old system was abused a bit, (not saying the op is doing this). But a few years ago, they replaced my g5 mouse with a free g500. Lately ive noticed this happening less, and them offering discount codes instead.
 
setter said:
They seem to have changed their warranty policy lately. Theyre more apt to offer discounts on products now than replacements. Personally i think the old system was abused a bit, (not saying the op is doing this). But a few years ago, they replaced my g5 mouse with a free g500. Lately ive noticed this happening less, and them offering discount codes instead.
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Are they allowed to do that though? Especially when the item has a warranty?

"I'm sorry to hear that your 2 month old mouse with 2 years warranty has suddenly stopped working, here's a 15% discount so you can buy a new one."

They have to replace/refund.
 
It;s just something ive noticed lately with logitech. Id hope they would honour the full terms of a 2 year warranty. When they replaced my g5, it was actually a few months out of warranty. And they didnt even ask me to destroy the old mouse and provide evidence of this. Something they used to insist on.
 
Aye eBay sellers have been abusing logitech as I've seen people mention they bought stuff on eBay and it was sent direct from Logitech, bet it was as an RMA.

It is however a bit off of them to ask you to supply the original headset after being told to recycle it. After being told that I guess most people would remove like earpads and stuff as spares and junk the rest.

Did you pruchase on CC? Tried contacting the Place of Purchase?
If logitech refuse to repair/replace an in warranty item I'd be looking at contacting place of purchase to see if they're willing to replace and if not goto CC company.
Maybe the place of purchase would be happy to replace them if advertised as having a 2 year warranty?

The vouchers they've been supplying do seem to be for out of warranty products, I got one for my keyboard and it was out of warrnaty so they gave me a 50% off discount :)
 
My g19 broke before christmas i sent emails and photos of the unit and puds .. Only to be told becuse my adress is the same as someone else who had an rma i cant was very disapointed
 
~Divine~Wind~ said:
The vouchers they've been supplying do seem to be for out of warranty products, I got one for my keyboard and it was out of warrnaty so they gave me a 50% off discount :)
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Pretty decent off them to offer that, one of the reasons that attracted me to logitech was their excellent support. And the products are on the whole very good.
 
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