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Logitech Australia drama

Discussion in 'General Hardware' started by Mussels, Aug 4, 2014.

  1. Mussels

    Mussels Moderprator Staff Member

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    Posting this one up here, to make a long standing dispute i've had with logitech australia public.


    Rather than post every single email, i'll just post a summary of whats happened with a few screenshots, because most of it is just repeated automated replies and me giving my personal details over and over.


    How it began:

    My logitech G700 had an issue with the left click double clicking, which meant click and drag, and RTS gaming was impossible.

    Noticing i only had about a month left on warranty, i thought i'd fix it myself. I opened it up, cleaned it out but the mice feet got damaged in the process. I ordered some off ebay but they were garbage, so i contacted logitech to see if they sold replacement feet - the USA logitech store does, for $2.
    [​IMG]


    At this point i sent an email to logitech australia and got a response: (gmail has the order of oldest at the bottom)

    [​IMG]

    After a collecting my personal details to send out a 'replacement', i was told they have no stock for the G700 or G700s mice feet.
    [​IMG]


    [​IMG]

    On the 24th of july, this was sent.
    [​IMG]

    At this point, it seems clear: They dont stock any spare parts at all, but are willing to do a one off replacement with sending out a new mouse instead of the mice feet, as i'm still under warranty.

    At this point i thought it was great, that logitech was doing similar to what i read about the USA logitech, who actually help out loyal customers.


    From here on is where it goes to garbage, because replies started getting delayed again.


    Then this arrived, and i started to get pissed off
    [​IMG]

    There is two ways of looking at this: the way i did things, and the way logitech changed it to be.

    What i did was ask for replacement mice feet, and was initially told yes it could be done, let us harvest your personal details.

    Then it got changed to not possible, have a replacement mouse.

    Now all of a sudden i have to send the mouse back, under warranty... which had expired due to all their dealys.


    In this message its called a replacement and warranty at the same time. the problem here is simple: i was talking about mouse feet and the word replacement there did not mean i had to send the mouse, or its feet back to logitech. suddenly they changed that, and its pissed me off.

    With months of delays and inaccuracies i started a second support ticket asking about this one and its delays. I was initially given the same response "replacement mice feet will be sent out, just give us allll your details again" - when i asked for confirmation of what was happening, and if they had stock, the ticket was locked as it was a duplicate of the one above.

    This made a second time i was offered the mice feet, only to have that revoked.
    [​IMG]



    From here on has just been a back and forth action of me saying that with all the delays and the fact my warranty has now expired, that i simply cant trust logitech to replace my device under a now expired warranty. I made an offer to them, that if they send the g700s out and i fail to send the G700 back, that they could bill me for it.

    [​IMG]




    I want the general publics opinion: Does being offered a replacement implicitly mean 'warranty'?

    Should i even send the mouse back under warranty, since it has now expired?

    Do you also find it dodgy that it was 'free replacement' up until the moment my warranty expired, when suddenly it became 'warranty replacement' ?

    Do you think that logitech or myself should have handled this differently?
     
    Last edited: Aug 4, 2014
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  2. Frag Maniac

    Frag Maniac

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    You started out complaining of the LMB double clicking, then suddenly turned to a replacement feet issue. A bit confusing really. Furthermore I don't recall you even mentioning if you told them about the double click issue.

    As for your question, you didn't really give us enough to go on. Regardless of what they call it, replacement or warranty, it should be covered, but you never mentioned if they said either case meant no cost to you.

    Have you checked the Logi Aus website to see what the exact details of the warranty state, including any provision for the customer to ship the defective product back first, which is basically the same as RMA.
     
  3. Mussels

    Mussels Moderprator Staff Member

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    i fixed that myself, by cleaning dirt out. i contacted logitech to buy replacement feet after i damaged them in doing so - the rest was them offering things and changing their minds. i will edit that part for clarification.
     
  4. MadMan007

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    Sorry to be harsh here, but I think you screwed up by opening the mouse...I am pretty sure that voids any warranty so at the point you decided to take it into your own hands, you should have expected nothing from Logitech.

    The first email chain does not mention any replacement, just getting info to 'document the case'...I see no promise of replacement feet. The second email chain is a little weird because it seems like they are blowing you off a bit, I'm sure after 1.5+ years the retailer would tell you to go back to Logitech. In the third and fourth email chains they ask for a copy of your receipt in order to 'proceed with the replacement'...where was it said previously that you would *not* have to return the old mouse? Then they say that to complete the replacement you have to return the old mouse per normal warranty procedure, perhaps that procedure varies by country. It doesn't seem like something to get worked up over and it seems like you are assuming things that are not in their emails, just return the mouse by the cheapest shipping method you can and get a replacement mouse after voiding the warranty.
     
  5. Xzibit

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    I had the same thing happen to me with a Sony $750 monitor. After sending them pictures and all that jazz they wanted me to send it to their main service center with a 6week turn around when there was one 20mins away. We ended up settling on a new monitor and then shipping the old one in the packaging and if I didn't send it to them I would be charged.

    Its more of an insurance thing for them.
     
  6. Mussels

    Mussels Moderprator Staff Member

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    its entirely possible i've missed an email or two, the way their support system works is quite horrible, and there was many duplicate emails. its hard to find the relevant content, as every email from them would contain some, but not all previous emails - and i was switched between three reps, which made it worse.

    This is why i did not want, or ask for warranty. Thats the whole problem here, i wanted to buy mice feet - not get a replacement for a device i opened up, with a now expired warranty.

    Logitech offered a replacement mouse and i agreed, but then changed it to a warranty return when i cant do that.
     
  7. remixedcat

    remixedcat

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    Since you are really loyal and even been recommending the G700 very vigorously and profusely on lots of threads on here you should get treated way better then Logitech is treating you.
     
  8. eidairaman1

    eidairaman1

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    those people who handle issues are idiots
     
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  9. yogurt_21

    yogurt_21

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    oddly cheap feet for such an expensive mouse. I still use my microsoft 6000 Laser mouse it has had many issues (dust, crumbs, soda splashes) over the years that require me to open it up. The feet come out and pop back in without an issue. Yours on the other hand look like it's a reinforced sticker or something. That's terrible. We're I you and in a diy mood I might just replace the feet with something better altogether. Granted if I got the mouse for free I might not want to go to so much effort...in fact I'd be too lazy to contact support even. so...yeah nothing helpful here, move along.
     
  10. eidairaman1

    eidairaman1

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    The mx510 were stick ons too...

     
  11. FreedomEclipse

    FreedomEclipse ~Technological Technocrat~

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    Ive had a similar experience like this, not with Logitech though so i still know how still know how it feels to go in circles with nobody following up on the previous messages just to save you the effort of having to repeat yourself over and over again.


    I cant remember who the company was as it was such a long time ago but service like that is real fucking bad. If they have a number you could call, Id try doing that and asking to speak to a manager or supervisor then explaining the situation to him, might solve the problems that way rather then dealing with his bitches.
     
  12. Mussels

    Mussels Moderprator Staff Member

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    its got me incredibly frustrated, i get angry just seeing an email from them now - its always the same thing.

    oh look a new rep.
    oh no, so sorry. tell us what happened.
    cool we'll arrange a free replacement.
    *2 week delay, new rep*
    oh yeah we can do a replacement if *insert condition here* is met.
    *2 week delay*
    NEW CONDITIONS MOFO AHAHAHAHAHA
     
  13. FreedomEclipse

    FreedomEclipse ~Technological Technocrat~

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    honestly, just ring up their support line or something.
     
  14. human_error

    human_error

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    Does being offered a replacement implicitly mean 'warranty'?

    Not necessarily - the aim is for you to have a G700 with good feet. The only way they can do that (due to not stocking the feet) is to replace the whole mouse, which they seem happy to do at their cost as they fail to stock the feet. If they agree to replace it, and you have not misled them on the cause of damage to the feet or the purchase date (which I am sure you did not) then their agreement to replace it is more of a good-will gesture than a warranty replacement.

    Should i even send the mouse back under warranty, since it has now expired?

    If they're still saying the replacement offer is available I would.

    Do you also find it dodgy that it was 'free replacement' up until the moment my warranty expired, when suddenly it became 'warranty replacement' ?

    No - their system may only be setup to receive items due for replacement as warranty replacements - this could mean that even though they decided to replace it regardless of warranty they can only have it processed as a warranty. So many of their emails will be automated it means as soon as a replacement is entered into the system it will be put in mail templates using the "warranty" terminology.

    Do you think that logitech or myself should have handled this differently?

    Their system appears to be quite inflexible but that helps keep internal process nice and simple - at the end of the day the warehouse will process all replacements (warranty or not) as broken thing comes in, new thing goes out so I suppose it reduces complexity there. I would have sent the mouse in regardless of if they switched terminology from replacement to warranty and put it down to email templates and internal systems only having 1 category for replacing damaged items. After all you have been open and honest on your purchase date with the receipt - if all they need now is the broken mouse there's little wiggle room for them to back out of the agreement.
     
  15. newtekie1

    newtekie1 Semi-Retired Folder

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    Logitech part support in Australia has always been shit. There was a big indecent with their G7 batteries back in the day where they had them for sale in the US parts store for really cheap, but didn't even offer them in Australia. Which really sucked when the batteries started to die.

    Living in the US, their support for me has been excellent. My G700 developed the same double click issue. I fixed it once, but it came back a few months later, so I put in a warranty claim. They sent me out a new G700s without even asking for the old mouse back.(I'm pretty sure the double click issue is so well known they just ship out new mice.)

    In your situation I think they handled it as best they could. They don't stock the parts in Australia so they offered you a totally new mouse. For them this is probably cheaper to give you a mouse that is already in stock in Australia than it is to ship the mouse feet in to Australia. Plus most customers would be happy to get a brand new mouse. It does suck that they asked you to ship the old one back though, I would have pushed to just get the new one shipped to me. But then again, almost all replacements under warranty require you to send the old one back, Logitech USA is one of the very few that doesn't. So I can't really fault Logitech here for asking for the old one back, that is standard replacement procedure.
     
    Last edited: Aug 10, 2014
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  16. Mussels

    Mussels Moderprator Staff Member

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    i actually suffered from that, and sold my G7 when that happened. ebayed some batteries in but they were cheap fakes that barely lasted an hour.

    i went the G700 because of the AA batteries meaning i wouldnt have to suffer that again, failing to realise that mice feet fell under the same boat.
     
  17. KieranD

    KieranD

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    The long length of time between replies is obviously to put you off from inquiring anymore, they obviously thought you'd give up.

    They seem to have inferred that with asking for the receipt, that they would put it through as a warranty claim so you could get your replacement. They never explicitly stated at the start, im putting this through as a warranty return, only later decided to call it a warranty return. Sneaky expletives.

    Tell them they never made it clear at first that it was a warranty return and see what happens, you where under the impression by all accounts through the wording that it was a free replacement rather than a send in the old mouse for warranty return.
     
  18. Mussels

    Mussels Moderprator Staff Member

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    they lag huge amounts of time, send a bot to ask if i was satisfied, then send me on to someone else who asks the same questions, gives the same initial answer (sent off for review), then delays, bot, headdesk

    i think i'll try that now as i just received the automated survey 'we want to WOW our customers' email again.
     
  19. GreiverBlade

    GreiverBlade

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    total nonsense ... do you expect a special treatment due to your behavior about recommending a mouse ...
    also he did the damage so no warranty should be taken in account and if Mussels did mention firstly the double click syndrome he would never had to damage that part.

    conclusion: even for 1 month warranty contact them prior to any self made repair. (but i reckon the delay were kinda too long)

    also that comfort me about my next mouse in line, for me will be a G502 and not a G700s(my retailer did some promo on the G700/700s since they struggle to sell them over the 602 actually... :roll: but my G602 is still fine and a corded one will be enough for the other rig)

    well unless you use special one ... from the test i did i will have to change my battery 3 time a year from now on ... i guess you can have far worse deal than that (i mean 27chf per years ... ok right i could take 2 set of accus for that price, since i already have a loading station ... eh...)

    oh well try also to phone them instead of mailing them if you can... dunno if it will bring a change
     
  20. Mussels

    Mussels Moderprator Staff Member

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    The stupid part of it all is, i've fixed the G700. I believe i mentioned that (i know i did on GN as it was all happening, but not sure about here)

    Took a combination of the original mice feet and two seperate sets of third party garbage to find one set that worked, while in between delayed communication from logitech - i was happy to let it all be because i only asked them for mice feet.

    its the whole "as a loyal customer you get a free mouse" thing thats pissed me off, as i agreed, gave them my address, phone number, and waited a month to hear "now its warranty"

    i dont want warranty. i never asked for that - you never offered it either. i wouldnt have wasted almost 2 months with this garbage for a problem i already fixed (double click via cleaning and new battery - was a capacitor issue in the end) and mouse feet, thanks to ebay.
     
  21. GreiverBlade

    GreiverBlade

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    oh i see well ... if you did make the warranty work beforehand you would never had needed to ask them for mice feet, which they wouldn't have since the G700 is a "discontinued product" (not totaly but still)

    also in detail:
    i don't know where you did read this but nope all i read is : "we offer you a full G700s in replacement of the G700 (understand under warranty)"

    what i find not right from Logitech side is the delay added each time .... the rest is perfectly fine

    it's sad to see that from Logitech Australia (but i don't see a drama tho) as Logitech Switzerland did exchange and replace my G600 in less than 9 days (from 1st mail till mouse in the mailbox) for a thumb pad problem (light)
     
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  22. Mussels

    Mussels Moderprator Staff Member

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    they used that wording in a later email. there was so many of them repeating almost the same things, i screenshotted one of the wrong ones.
     
  23. Mussels

    Mussels Moderprator Staff Member

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    [​IMG]

    correct email
     
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  24. GreiverBlade

    GreiverBlade

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    well all customers are loyal customer to them, on my 1st Logitech Wingman mouse i bought from them i got the same statement in a mail when i got a problem with it and had to RMA it.
    And that was my second Logitech device i bought, 1st one was a Logitech Scanman 256 grey level hand scanner 5yrs before :D.

    they just try to be nice and polite ... but that doesn't excuse the delay implied in your misadventure...
     
  25. 95Viper

    95Viper

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    @Mussels: Do you still need feet for that Kowloon (G700)?
     

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