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.