Replacement, need to contact Logitech before returning?

[DannyM]

Hi

I purchased a Logitech G105 keyboard and there is an issue with the back space key. I contacted the support team within the 7 day return period and I got this reply:

Hi

Further to your email, before we can issue a returns number please contact Logitech on 0203 0248159, they will issue a reference number. Once we have this reference number we can issue the rma.

Regards,

Why do I have to contact Logitech? It's not a big deal but if I was to return it to a shop and they told me I had to contact the company before I could return it I'd be a bit baffled. Just as I am now.

[Mark@SCAN]

You are not under any legal obligation to contact Logitech for the reference, with it however you can avoid having to wait for SCAN to test the goods on return as with a Logitech reference we are guaranteed a credit/replacement from our supplier/Logitech.

Regards

[DannyM]

Sort of makes sense, so I'm kind of doing your job for you in the hope it speeds up the process. I can live with that if it's quicker.

Thanks for your response.

[DannyM]

I made contact with Logitech and they said that it's the retailers responsibility to resolve this within the 1 year warranty period. I then contacted Scan and Scan said:

Hi

All Logitech items have to have a reference number before we can issue a return, this is regardless of how long you have had the item and Logitech are fully aware of this as it is their request.

Regards

Amanda
Scan Computers

I just want a replacement keyboard, I thought contacting Scan ASAP would get me a replacement, this is rather silly now. I contacted you within the 7 day period but that wasn't even good enough, I'm beginning to wish I made the purchase elsewhere, the fault is blatantly clear, I can even provide video evidence if it's necessary. I just need a replacement.

[Mark@SCAN]

Hi,

Just ask Logitech for a call reference, if they won't give you one that's fine, we will still deal with it, you would however be the first customer for as long as I can remember that Logitech would not give a call reference to.

It has never been a problem previously, and as I am sure you can appreciate we sell a lot of Logitech products.

Regards

[DannyM]

I've genuinely got no reason to lie, it gets me no where. I've rang Logitech on 2 previous occasions, both times I seamed to speak to french people, they both said I don't need a reference number.

I've just made a call again to Logitech, this time it seems like someone different answered and they did go through the process but again at the end she said I don't need a reference number for a retailer to deal with it in the one year period.

However I have now got one. This process is daft though and I'm not happy about how you have dealt with it, I shouldn't of had to contact Logitech in the first place.

I'm also not right keen on feeling as though I am a liar, as said I have nothing to gain from not getting the reference number, it's only beneficial that I do so, but when I said I couldn't get one I wasn't trying to lie, I just couldn't get one!

[DannyM]

I finally received a replacement today, it only took 3 weeks...

It's safe to say I am now reluctant to purchase anything from Scan again, or perhaps anything that is a Logitech product at least.

[DannyM]

Nothing to do with Logitech really. Scan provided the poor service.