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Im a big believer in naming & shaming companies who have dire customer support, but at the same time im a huge believer in supporting & rewarding companies who go out of their way to help their customers.
I have had a Logitech MX1000 for just over 3 years now, it has been very heavily used & abused. The pads underneath the mouse have long since worn off, as has half of the label. In short it looks like someone has taken sand paper to the bottom of it. Over the last few weeks the metal recharging contacts on it started to rub against the desk and as a result charging the mouse was a nightmare, it took a good 10-15mins of wiggling it around before it made contact & started recharging. Even then it would usually slip off and stop charging.
As a shot in the dark i called logitech (an 01 number, so no silly 0870 charges on my mobile bill!) and told them the above, figured id be honest with them as id probably have to RMA it and i didnt want the hassle of sending them the mouse only for them to send it back saying its just excessive use & fair wear and tear, which tbh would have been fair enough. Either way i found their number very easily online, called them and within a matter of seconds i was talking to an english call centre. I explained to them the problem, how much id used it and the shape it was in. I also explained to him it was over 3 years old, and the company id bought it off had gone bust.
Needless to say i was expecting him to issue me with an RMA number and then explain to me how it would take 3-4 weeks of waiting, that it would cost me £xx.xx if it was found to be faulty due to my own use of it etc etc. Instead he explained to me how they had run out of stock in the UK, but that he would put in an order for a new one from Europe. He apologised for the fact it would take a few days longer to ship, and that it would have an EU plug on, but said that if this would cause any problems to ring them back and they'd send out a UK charging dock when they came back into stock.
Long story short, 6 days later a brand new MX1000 (complete with fancy box, charging dock etc) turned up at my door with no strings attached, didnt have to give them any credit card details or send them my old mouse to them!
Unsuprisingly, i am dead chuffed with logitech & their fantastic customer support and needless to say i will definitley be buying more stuff from them in the future!
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Originally Posted by SiM
So by answering a few questions such as who I bought it from, how old it is, what OS and whether I have broadband 
he's sending me an MX Revolution. 
