Logitech has gone mad!

[Zareek]

its not so much the 95% of stuff they ask, its more that 'prove it' part that really pisses me off.
the RMA process was 90% of why i bought logitech in the past.

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My Response. a little nastier than i nromally am, but i was particularly angry when i wrote it.


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she even add's "which mouse pad are you using"

Cuz my 'scam'' is ....
buy 4 G502's for me & my kids
Buy 4 Logitech mousepads for me & my kids
Buy 3 Logitech headsets for my kids
Buy 4 logitech C920 webcams for me & my kids

then, once the trap is set, 'SNAP!' i spring a false RMA on 'em
idiots

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Thank you for posting that! I was so pist-off when they sent it to me, I didn't copy it down. Like I said it isn't one or two steps in a video, it's a huge list of troubleshooting. It's unclear if the video needs to be just of the end part or the entire thing.

 

[jboydgolfer]

Thank you for posting that! I was so pist-off when they sent it to me, I didn't copy it down. Like I said it isn't one or two steps in a video, it's a huge list of troubleshooting. It's unclear if the video needs to be just of the end part or the entire thing.

they have an input registering website. what they want , is for you to run a video capture device (phone ,webcam, etc), navigate to the website address they provide in the email, then with the video capture device recording your screen & the mouse with your hand on it, they require you to register a minimum of 100 clicks on their website diagnoses program. during this time, the video capture device cannot move off either your hand/mouse, or the screen, they must always remain in screen & in focus.

Once they are confident youre not a liar, from seeing this video recording, & as long as youve gone thorugh the earlier steps, they will send you an RMA number, & MAYBE a label. i wouldnt be surprised if they make users pay for that too now.

all of these steps are for the POSSIBILITY, of logitech honoring your warranty, & sending you a refurbished mouse, someone has had their greasy hands on. its just not worth it.
Anyone who doesnt admit 80% of what made logitech a great company was their warranty coverage is either a liar, or unaware of their past policy coverage.

like i said to the logitech rep, theres plenty of options for peripherals these days, & if the $60, $80, And $150 mice that logitech makes no longer have a actual warranty, then i am not willing to give them my money, as the risk has just gone up substantially. when i buy components, & peripherals, & anything really, i want to know if something goes wrong, the company will make it right. That is no longer the case with logitech now. maybe everyone doesnt have a video capture device, or maybe everyone isnt okay with recording & broadcasting themselves, or their homes, maybe the user is a minor, & logitech is going to run in to liability suits. Only time will tell, but this is a bad move for users & logitech. requiring users to video record/upload themselves & their environments is a bad move

 

[Zareek]

they have an input registering website. what they want , is for you to run a video capture device (phone ,webcam, etc), navigate to the website address they provide in the email, then with the video capture device recording your screen & the mouse with your hand on it, they require you to register a minimum of 100 clicks on their website diagnoses program. during this time, the video capture device cannot move off either your hand/mouse, or the screen, they must always remain in screen & in focus.

Once they are confident youre not a liar, from seeing this video recording, & as long as youve gone thorugh the earlier steps, they will send you an RMA number, & MAYBE a label. i wouldnt be surprised if they make users pay for that too now.

all of these steps are for the POSSIBILITY, of logitech honoring your warranty, & sending you a refurbished mouse, someone has had their greasy hands on. its just not worth it.
Anyone who doesnt admit 80% of what made logitech a great company was their warranty coverage is either a liar, or unaware of their past policy coverage.

like i said to the logitech rep, theres plenty of options for peripherals these days, & if the $60, $80, And $150 mice that logitech makes no longer have a actual warranty, then i am not willing to give them my money, as the risk has just gone up substantially. when i buy components, & peripherals, & anything really, i want to know if something goes wrong, the company will make it right. That is no longer the case with logitech now. maybe everyone doesnt have a video capture device, or maybe everyone isnt okay with recording & broadcasting themselves, or their homes, maybe the user is a minor, & logitech is going to run in to liability suits. Only time will tell, but this is a bad move for users & logitech. requiring users to video record/upload themselves & their environments is a bad move

I agree 1000%, this is the kind of policy change that puts good companies out of business.

 

[micropage7]

where in here rma is suck, the last rma was my dvd-rw and it took me one month for replacement, after that i skip rma, if it broke just buy another switch and replace them or just buy the new one and smash the old one with hammer

 

[Falkentyne]

So I just tried to get an RMA for my less than two year old G602 wireless gaming mouse. The left mouse button keeps missing clicks, randomly letting go during drags and what not. Obviously the switch is going bad.

The Logitech rep wanted me to create a video of troubleshooting the mouse to get an RMA! Yeah, make a video for them to honor their warranty! I have never seen anything so asinine in my entire life. It's bad enough I wasted half an hour of my life waiting to talk to a support rep. Then he sends me the instructions. Like 20 steps long and ends at a website that tests double clicks. I told them different batteries and tested on a different PC with same result. Nope they will only do an RMA with a video of the mouse malfunctioning.

I'm done, never buying another Logitech product ever again! I wonder how long they've been doing this. Has anyone else run into this with them?

You need to know the history of this and what Logitech has done.
Logitech used to just SEND out a replacement mouse when you had double clicks, broken wires, whatever.
They would send out replacements and all you needed was proof of purchase.

But then people started soldering in new Japanese Omron switches and flipping the replacements on ebay. As well as claiming false defects.
People took advantage of Logitech here. So don't blame Logitech for this. Blame the customers that made this happen. Direct your anger at the scalpers and abusers, NOT at Logitech.

And you need to just fix the mouse yourself. Logitech's mice are pretty easy to disassemble. Just get an ifixit kit with some decent bits (so you don't strip the heads) and you're good to go.
Grab a nice TS100 soldering iron, some Rosin flux and some 60/40 solder and learn how to solder. Soldering in mice microswitches is VERY easy. Far far easier than doing stuff like shunt mods on video cards.

Some mice have plug in daughterboards. This makes things even easier since now there's no risk to the main mouse PCB. For example, you can buy the G900 / G903 daughterboards easily off ebay. Or you can kindly ask Logitech to sell them to you. Then just take your Japanese Omrons, flux and solder in the new mouse switch and plug the daughterboard right in.

I suggest you learn this because you're going to have a lot of problems whenever you aren't using Panasonic / Honeywell / Japanese Omron switches, or the new optical switches.

Some links to buy switches:

https://www.digikey.com/en/products/detail/omron-electronics-inc-emc-div/D2F-01F/83266 (75g)
https://www.digikey.com/en/products/detail/omron-electronics-inc-emc-div/D2F-01/83260 (150g)

https://www.mouser.com/ProductDetail/Panasonic-Industrial-Devices/AH1480619?qs=55YtniHzbhCEGCD5VL2jEA==

https://www.mouser.com/ProductDetail/Panasonic/AH1460619/?qs=55YtniHzbhBcThW8h3WLHA%3D%3D

https://www.mouser.com/ProductDetail/Omron-Electronics/D2F-01?qs=VO24nqdQNUCb4fG09jp7Pw== (since the digikey 150g switches are out of stock)

 

[AsRock]

where in here rma is suck, the last rma was my dvd-rw and it took me one month for replacement, after that i skip rma, if it broke just buy another switch and replace them or just buy the new one and smash the old one with hammer

Well funny that as if Logitech or i have known Thrustmaster ask for kinda the same thing that if you cut your self while trying to honor the warranty maybe they could be sued. Lets face it there is plenty of warnings in manuals and gotta love and hate them as they can crack you up some times.

How ever last time thrustmaster wanted me to cut cables in a video for proof. Still waiting on one to ask me to hit some thing with a hammer and ask them there and then what if ?.

 

[OneMoar]

this issue literally effects everyone of the g502 mice the switches are garbage
and I don't give a fuck what people where doing on ebay (thats logictecs problem to suck up because they created the mess)

and video confirmation /cutting cables fuck that noise not only is it pointless to cut the cable (who can't fix a usb cable ? ) its a insult to treat your customers like that

Logictec made a garbage unit by using inferior switches, then compounded the issue by CONTIUNING to use inferior switch's after the issue became known they could have headed the entire thing off at the pass simply by using better switches

No they should be required to replace every unit no questions asked

I threw mine in the trash and bought a SteelSeries and never looked back

 

[thesmokingman]

Damn, that's a lot of distrust directed at their customer. Nordstrom they are not anymore...

 

[jboydgolfer]

. So don't blame Logitech for this. Blame the customers that made this happen. Direct your anger at the scalpers and abusers, NOT at Logitech.

if people keep stealing from walmart, , & walmart elects to search every customer before leaving the store, i dont blame the thieves, i blame the company who handled the issue wrong...just like with logitech.

alienating all customers, is a bad move. ive bought nothing but logitech for the past 5 years, that ended with the email that rep sent me. if even 1 in 10 reacts as i did, its bad for logitech

 

[Falkentyne]

I told you guys how to fix your mice and you're still complaining?
Stop being a victim and start doing something about it.

 

[A Computer Guy]

...
Logictec made a garbage unit by using inferior switches, then compounded the issue by CONTIUNING to use inferior switch's after the issue became known they could have headed the entire thing off at the pass simply by using better switches

No they should be required to replace every unit no questions asked

I threw mine in the trash and bought a SteelSeries and never looked back

Something I noticed too is switches in the M570 also not as good as predecessors. I've gone through 3 of them in the last 8 years.
Still have a trackman wheel t-bb18 (

) going strong since maybe 2009. I'll be sad when the switches in this one finally give out.
It was smooth as butter out of the box..the M570's take awhile to break in.

 

[jboydgolfer]

Logitechs really losing out due to all those japanese switch swappers on Ebay
we should be thankful they are even willign to sell peripherals to us worthless customers
just look at the toll its taken over the past 20 years


EDIT~ that steep looking hill thingy on the far right...thats where the awful 'just prove you bought it & get a new one' RMA took its greatest toll, it was logitechs equivalent of D-Day

 

[OneMoar]

I told you guys how to fix your mice and you're still complaining?
Stop being a victim and start doing something about it.

stop white knighting for logictec
this behavior is in inexcusable and will be treated as such
I shouldn't need to 'fix' a product thats in warranty nor should I need to jump though any hoops other then providing proof of purchases
what logictec is doing is wrong AND possibly illegal depending on where you live

Magnuson–Moss Warranty Act - Wikipedia

en.wikipedia.org

this clause in particular
in addition, the warrantor may not impose any duty, other than notification, upon any consumer, as a condition of securing the repair of any consumer product that malfunctions, is defective, or does not conform to the written warranty.

 

[robot zombie]

Coming from retail myself I can say with reasonable certainty that if they are like every other major brick and mortar retailer out there, that stuff is all considered shrink at store level. And that is to say it is typically handled store level. The buck for any inventory loss, including returns, falls all the way to the bottom. If you're working in a store that has a high amount of shrink for the region, it's hitting you right in the payroll. Obviously you still have to provide service on returns, but everybody's outcomes in that building are tied predominantly to profit. Everything beyond the points of "don't piss the customers off" and "maximize profits" just isn't a factor. But see they won't call it a punishment - they'll instead give their staff 'shrink reduction incentives' to get em scrambling to reduce this shrink, half of which they have no control over. Somewhere right now there are a bunch of permanently apathetic people out there being gaslit into caring over collateral inventory loss with their hours hanging over their head. Granted, they will do this regardless of how theft and exploits are... it's just that those things tend to worsen the treatment of the employees. The companies are fairly limited in going after theives. But they can prod their staff till they quit because there's three people waiting outside to thank em for the opportunity. If it'll knock back some of that loss, it's worth it for them to cut people's pay and put more demands on them.

I know people like to have like this "Robin Hood" mentality towards getting one over on corporations. I don't like corporations myself, especially working for them lol. But the thing you gotta keep in mind... if the logic that they will exploit anything they can feasibly get away with exploiting does indeed track, what makes YOU think that somehow you are gonna be the one to get one over on them, the masters of sneaky exploitation that they are? You're not. You can say they don't care about you as a small fish anyway, and you'd be right. But you're also not gonna be around when they take the renumeration from somewhere else. Stealing from a thief still nets you only stolen goods.

 

[Lorec]

With all fairness to logitech, they deliver.
I had to record a video as well when I RMAd the logitech pro keyboard, but everything went smoothly afterwards.

I had blue diode fail on "H" key, I sent them email asking if there is a fix.
They offered me a brand new logitech pro v2 keyboard, and let me keep the old keyboard (i gave it to my friend).
And that is why logitech will have my business until I die.

 

[AsRock]

this issue literally effects everyone of the g502 mice the switches are garbage
and I don't give a fuck what people where doing on ebay (thats logictecs problem to suck up because they created the mess)

and video confirmation /cutting cables fuck that noise not only is it pointless to cut the cable (who can't fix a usb cable ? ) its a insult to treat your customers like that

Logictec made a garbage unit by using inferior switches, then compounded the issue by CONTIUNING to use inferior switch's after the issue became known they could have headed the entire thing off at the pass simply by using better switches

No they should be required to replace every unit no questions asked

I threw mine in the trash and bought a SteelSeries and never looked back

Yeah after going though a bunch a Razer mouses, a few steelseries, i asked steelseries if they could send me the part but they told me to send the 3rd one of their mouses in even 2 year after the warranty, around that time i asked on these forums for broken mouses and i would pay the shipping. How ever ever since getting the 3rd mouse of SS the switches never failed lmao.

although i still do collect them

 

[OneMoar]

With all fairness to logitech, they deliver.
I had to record a video as well when I RMAd the logitech pro keyboard, but everything went smoothly afterwards.

I had blue diode fail on "H" key, I sent them email asking if there is a fix.
They offered me a brand new logitech pro v2 keyboard, and let me keep the old keyboard (i gave it to my friend).
And that is why logitech will have my business until I die.

your experience is the exception rather then the rule sadly
there build quality and support has been sliding down hill since Darrell bracken took over in 2013

 

[AsRock]

your experience is the exception rather then the rule sadly
there build quality and support has been sliding down hill since Darrell bracken took over in 2013

Maybe the warranty length could be added tot hat too ?, been noticing that getting shorter and shorter.

 

[Zareek]

You need to know the history of this and what Logitech has done.
Logitech used to just SEND out a replacement mouse when you had double clicks, broken wires, whatever.
They would send out replacements and all you needed was proof of purchase.

But then people started soldering in new Japanese Omron switches and flipping the replacements on ebay. As well as claiming false defects.
People took advantage of Logitech here. So don't blame Logitech for this. Blame the customers that made this happen. Direct your anger at the scalpers and abusers, NOT at Logitech.

And you need to just fix the mouse yourself. Logitech's mice are pretty easy to disassemble. Just get an ifixit kit with some decent bits (so you don't strip the heads) and you're good to go.
Grab a nice TS100 soldering iron, some Rosin flux and some 60/40 solder and learn how to solder. Soldering in mice microswitches is VERY easy. Far far easier than doing stuff like shunt mods on video cards.

Some mice have plug in daughterboards. This makes things even easier since now there's no risk to the main mouse PCB. For example, you can buy the G900 / G903 daughterboards easily off ebay. Or you can kindly ask Logitech to sell them to you. Then just take your Japanese Omrons, flux and solder in the new mouse switch and plug the daughterboard right in.

I suggest you learn this because you're going to have a lot of problems whenever you aren't using Panasonic / Honeywell / Japanese Omron switches, or the new optical switches.

Some links to buy switches:

https://www.digikey.com/en/products/detail/omron-electronics-inc-emc-div/D2F-01F/83266 (75g)
https://www.digikey.com/en/products/detail/omron-electronics-inc-emc-div/D2F-01/83260 (150g)

https://www.mouser.com/ProductDetail/Panasonic-Industrial-Devices/AH1480619?qs=55YtniHzbhCEGCD5VL2jEA==

https://www.mouser.com/ProductDetail/Panasonic/AH1460619/?qs=55YtniHzbhBcThW8h3WLHA%3D%3D

https://www.mouser.com/ProductDetail/Omron-Electronics/D2F-01?qs=VO24nqdQNUCb4fG09jp7Pw== (since the digikey 150g switches are out of stock)

Someone else posted a video of some jerk telling everyone how to rip Logitech off because of their warranty. I get it but if people are taking advantage then clamp down on them, don't abuse all of your customers over a few people taking advantage. I've been purchasing Logitech products for years and I have never had to RMA a single purchase. The first time I need to do an RMA they want to abuse me. I have a simple solution. I will repair the mouse myself or buy a new mouse. I will never buy another Logitech product. I'm a firm believer in letting companies know how I feel with my wallet. There are too many companies making PC accessories these days. There must be one or two who will stand behind their products.

I told you guys how to fix your mice and you're still complaining?
Stop being a victim and start doing something about it.

This isn't being a victim! This is about requiring a company to fulfill their end of an implied contract. When you buy a product and it has a warranty that purchase begins an implied contract. That contract means under normal usage this product will perform for x number of days, months or years. If it does not the company who manufactured it will replace or repair it free of additional charge.

This isn't about money for me this is about the principal. Yeah, I know the post comes off as whinny, but my intention was more of a public service announcement. Spreading the word might put pressure on Logitech to change the policy but also so that other people don't end up in the same boat, shocked by this ridiculous policy.

 

[bug]

IMO, they've been very generous with RMA's in the past, maybe that's something that customers have taken advantage of.
Like people giving away their mouse and then call Logitech to get a new one, or lost the mouse while using it with a laptop away from home.
I wonder how many tons of laptop chargers/headsets/mice etc that gets left behind every year..

Since they probably won't ask you to send the old one back, they just need you to prove that it's broken. Sad but true.
Is it really that much of a trouble to film the mouse while using it?

Maybe they didn't request the video to be submitted via TikTok?

 

[ThrashZone]

Hi,
I looked into rma'ing a redragon 901-2 mouse turns out it just hated polling rate 250Hz like I use on my two older 901 mice, love these darn mice
But it had scrolling distance issues couldn't adjust and single clicks were acting like double clicks on 250 or 125Hz not to mention driver settings wouldn't stick too

Lots of weird stuff just by lowering the polling rate lol

But seeing it's a 35.us mouse I bailed once they said I needed to send it to them it just wasn't worth the time and shipping to mess with a least they didn't ask for a video lol
Steps recorder is pretty easy to use in win-10 and linux has free screen recorders too for that matter but once you insist on a video you're just being a-holes

Luckily I only use logitech keyboards two g710+ and one g910
The g910 really is kind of crap but it was under 100.us so doubt I'd rma it, just chunk it in the dumpster and see about another g710+ which I found my second on ebay for 60.us.

 

[Regeneration]

Bahhh!! f*** me! I think the Logitech G Pro bought on 1/2017 developed the double click syndrome.

What's the Logitech website to test it? this one? Guess its out of warranty.

 

[trog100]

an avid game can press that left mouse button one hell of a lot of times.. me i would just buy a new one..

trog

 

[Liquid Cool]

I thought Logitech changed their name to Logi? Personally...I'm thinking that's when the madness started.....

I've always liked Logitech...I currently have a love affair going with their very old and no longer sold T400 Zone mouse. As a lefty...it's the best mouse I've found and I've personally purchased the worlds remaining supply, so don't bother looking for one for yourself ~ .

Since these were made in the Windows 8 days...I'd imagine the warranty is kaput, but I've never had one die on me yet. Very reliable..and there simply isn't a better scrolling mouse on the market than the T400...at least not that I've found. No wheel can compete...

,

Liquid Cool

 

[TheOne]

I've had to replace 3 M570's over the past 10 years due to failing switches, I am currently on my fourth which is an RMA replacement for one I bought back in 2018 which I had to warranty last year, didn't have any issues getting the replacement, but I did decide to start looking for a new mouse.