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Thread: Logitech - excellent after-sales support

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    Logitech - excellent after-sales support

    Hi all,

    Thought I would post this as I was so impressed.

    About 18 months ago I purchased a Logitech Illuminated Keyboard from PC World. Basically it was excellent for about 18 months when one of the keys fell off because the plastic clip that secured it on had snapped . I tried gluing it but it just buggered it even more - God knows how these are assembled, you need crazy small fingers to get in the gaps!

    Anyway, this was not a cheap keyboard (it was about 60 quid I think at the time ) so I was a bit pissed since I treat my stuff carefully. So I sent off a request to Logitech to see about getting some spare keys for it. A day or so later I had a reply to say that unfortunately they do not have any spare keys! Anyway they advised me to go back to my reseller (in this case PC World) to get it replaced. Needless to say that was a fail and they just wanted to send it back to Logitech ("it could take a few weeks sir") and wouldn't exchange for a new one as it was over 1 year old and I didn't take the "Whatever Happens" insurance when I bought it... So I was resigned to just chucking it in the bin .

    Sent another email to Logitech to to vent a bit really and say how disappointed I was that a premium and expensive keyboard would only last 18 months. Wasn't expecting anything much at this point, but a couple of days later I had a reply from a Logitech service agent who asked me for my address, and to scan in my original receipt (which I had kept luckily) and they would see what could be done. I was expecting a coupon or something like that to get money off a new keyboard from their site.

    Imagine my surprise when a week or so later I came home to find a package had been left with my neighbour. I was not expecting a delivery so wondered what it was at first. It turns out that Logitech had DHL'd me a brand new retail packaged Illuminated Keyboard all the way from Holland ! Didn't even ask for the old one back or anything or require me to pay anything. I think that is really outstanding customer service and alot of companies could learn from this.

    So thumbs up to Logitech really ! I have actually donated the keyboard to my parents (who are well chuffed with it, they were using a Tesco value one) since in the mean-time I had got myself a Corsair K90 with some vouchers I got for my Birthday.
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    jim
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    Re: Logitech - excellent after-sales support

    They've got a cracking reputation for returns, better than anyone else in the industry imo.

    I won't buy anything but Logitech for peripherals now, unless I have to.

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    Laird Of The Glen jimborae's Avatar
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    Re: Logitech - excellent after-sales support

    I've also had excellent customer support from Logitech in relation to Harmony remotes. One was an out of warranty RMA the other was technical support in getting it to operate the way I wanted.

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    Re: Logitech - excellent after-sales support

    They at one point did ask for the original broken parts to be smashed and photos of said smashed goods sent to them, so not only did you get a new part, but you got to attack stuff with a hammer too! They seem to have stopped that now.

    Just a couple of weeks ago I had an MX Revolution which had stopped charging - it frequently refused to charge throughout its life, and I knew the battery was fine, as it charged in a G7 charger and held charge fine. I had no receipt for it as it was bought from a member here and was well outside it's warranty too. I said all this in the email I sent to them, not expecting much, but like yourself just wanting to vent my anger about a premium product stopping working due to a cheap component somewhere down the line, perhaps getting a replacement charging dock out of them.

    They asked for my address and I had a Performance MX sitting on my desk within a couple of days.

    Top, top line support - refreshing in the IT industry.

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    Re: Logitech - excellent after-sales support

    +1 For logitech. I can not fault them at all. Most of my pc accessories are Logitech.

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    Re: Logitech - excellent after-sales support

    Quote Originally Posted by snootyjim View Post
    I won't buy anything but Logitech for peripherals now, unless I have to.
    Same, mostly.

    I find that their keyboards don't "click" right for me, but otherwise top products

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    Re: Logitech - excellent after-sales support

    Quote Originally Posted by Agent View Post
    Same, mostly.

    I find that their keyboards don't "click" right for me, but otherwise top products
    I know what you mean. Modern keyboards seem to have a different action these days. I did read an article, might have even been here, about some people preferring the old 'clicky' type keyboards with a mechanical action.

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    Re: Logitech - excellent after-sales support

    They make good products and have a good return policy to boot.
    Deo Adjuvante non Timendum

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    Re: Logitech - excellent after-sales support

    Yep, another who has never had a bad experience with Logitech.

    Not had that many occasions to have to use their Tech Support. When I did though it was fantastic. Quite a while ago, I had a G7 mouse, which came with 2 battery packs and a cradle to charge with the ability to hot-swap the battery packs. 3 years into ownership and both batteries were shagged. A quick email to Logitech, and they came back unable to replace them or offer me a whole new replacement mouse, so instead refunded me!

    I decided to go back to something wired. Granted that is now a Habu, but again not had any problems with that.

    Hopefully Logitech will keep their CS alive and well.

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    Re: Logitech - excellent after-sales support

    Wow, that's pretty good. Glad I have Logitech stuff myself then; currently typing on Logitech keyboard, with Logitech mouse, and Logitech speakers

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    Just like above, I swear by Logitech! Brilliant brilliant company and customer attitude!

    I posted a thread nigh on identical to open in he us several months ago when I had a similar experience!

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    Re: Logitech - excellent after-sales support

    Another +1 from me. Replaced my dying MX518 immediately, no probs at all.
    Society's to blame,
    Or possibly Atari.

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    Re: Logitech - excellent after-sales support

    I have just got myself a new Logitech wireless keyboard and mouse and they are great, used to get cherry but thought I would have a change, great buy.

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    Re: Logitech - excellent after-sales support

    Even more awesome support - my daughter dropped a toy on my Logitech Harmony One and smashed the LCD. I contacted them to ask if it's a replacable part, and they said no, but here's a 50% off code for a new one.


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    Re: Logitech - excellent after-sales support

    I've had a One. They are most excellent, but even with 50% off, they are still very expensive!

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    Re: Logitech - excellent after-sales support

    About £40 with 50% off from the VIP store (an extra £10 until the end of tomorrow). No brainer I reckon - hands down the best gadget I've bought for ages.

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