Happy Ending with broken Logitech keyboard/mouse!

Well, it seems that this is probably the first time I have had something break on me...and it turn out so well! I'm really pleased with my experiences with Logitech, and they definitely have another good customer...read below.

About a week ago, the mouse of my Logitech diNovo Wireless Keyboard & Mouse stopped working...just stopped dead cold. Fresh batteries and some updated drivers later, the same problem still exists. The mouse is dead.

I called Logitech, and after about a 20 min hold (far less than what I've had to deal with from ANY company) I guy come on the phone and led me through a few troubleshooting tips. I'm not talking about the "are your batteries fresh and the USB receiver plugged in" kind of tips either. While the guy did seem a little odd, he definitely did his job well. After about 10 minutes of diagnostics, he politely (and funnily) says "you seem to have what we like to call a lemon."

After a few more minutes on hold, and giving him verification that I own the product (gave him my serial numbers for the bundle), he tells me to expect a brand new keyboard mouse bundle in about ten business days. Beautiful!

I can live without a mouse for a few days (since I had another wired one as a backup), but by Friday (three days later) the diNovo bundle arrives...talk about a quick "10" business days.

Pull out my old hardware, install the new, and I'm good to go. I'm pretty sure that the keyboard is a new revision too, since it feels a lot firmer and isn't annoying anymore.

The best part is just before I hung up with the tech (from the first day I called in), I asked him how I need to send my old devices back as an exchange. He replies "while the mouse is obviously shot, go ahead and keep the rest as a backup keyboard and numpad." Probably wasn't worth it to Logitech to take it back anyway, but still...thanks for the "gift" in exchange for my mouse troubles!

Anyway, now that this sappy story is done with...Logitech definitely has my vote! Some days, a lemon keyboard really can make some lemonade...

 

Logitech customer support is awesome.

 

Glad to hear of a positive customer relations experience...it seems that so often on these forums we hear people gripe and moan about problems with xyz company, but never any good feedback.

 

I know...which is why I'm posting this!

Not that I like to see bad stories or anything...but it is nice when they get out, since sometimes NBR members can help them resolve it, and other times the negative publicity is a nice payback on a company...

But I like to see problems fixed.

 

I like that quote. And Logitech i think always has been good with customer support

 

Well, it works out for them too...since next time I need/want something I'll probably look them up first.

But that is based off my first impressions with their customer support!

My girlfriend was definitely right about Logitech being a great brand.

 

hmmmmm, dell customer service could learn a thing or two from logitech

anyway, i've always used logitech accessories and so far non of them have ever failed me

good quality and customer service = thumbs up for logitech

 

awesome man, my friend had trouble with his diNovo to after he had it for awhile, I will have to tell him to just give Logitech a call, I have always been happy with my Logitech stuff too.

 

Logitech has the best costumer service in the biz as far as I'm concerned. Though I've had two of their products have issues (relatively minor and I own tens of products made by them), the replaced them both with upgraded versions - no questions asked since it was clear I'm fairly competent and had tried any diagnostic they would have had me do. They didn't ask me to send back the defective items either. Very cool.

~ Brett

 

I second that.

I also had a problem with a mouse (right button stopped responding). Called them and within few days had a replacement and newer version to boot. Did not have to send the old one back, either.

Just wish Logitech made laptops. Well, I can dream ...

 

<3 Logitech.

I currently have:
-Formula Force GP Wheel (4 years old)
-2.4 Freedom Wireless Joystick (3 years)
-Wireless Desktop (the cheap one, 1 year)
-Wireless Gamepad (the new one, 3 months)

I've never had anything of theirs fail in normal use. I had one old joystick go one me, but it was used for $10 in the first place and had been abused to hell and back before it finally died.

 

Good story, next time i'll buy something from Logitech.

 

yeah same story here.. i had my 3 year old MX Duo mouse break on me (clicking was a bit wierd) so they sent me a brand new LX 700 Desktop set :| not just a mouse but a new mouse AND keyboard.. wow I love logitech

unfortunetly, because of that I went and bought EVERYTHING logitech and I'm having quite a bit of problems with their higher end stuff. The software for the Notebook Quickcam Pro is garbage..so until they fix that I can barely use my webcam. 2) Their bluetooth peripherals still aren't "perfect" yet.. I'd still stick to normal wireless, they have great products there

 

I am on my second Logitech wireless desktop after the first went a bit skitz. They did ask me to send the ends of the cables back to prove i wasnt trying to get a free set out of them, but I did get a brand new desktop within a few days. Really good stuff!

However I did have a Logitech game pad that went totally mental. Worked for about 5 seconds then died! Oh well!

 

Yeah Logitech definitely rules - just today, my replacement mouse came along. A week ago, I was having some problems with my MX510 mouse, and after they couldn't troubleshoot it, they immediately offered to send me a new one (not only that, they offered to send me a MX518 mouse), no questions asked. Plus, as others have mentioned, I didn't even have to send in my broken one.

 

I tell you, if I was getting a massage and the lady offered me a happy ending with a broken keyboard, I'd leave.

Seriously though, I'm also a big fan of Logitech... I've never had one of their keyboards or mouses (yes, "mouses" is correct ) die on me, but it's reassuring that their service is so good.

 

lol best story of all is mine...

last year while my Logitech Z-680's were going a bit wonky...sometimes the speakers just start going crazy with some static and you must unplug the power from the sub to fix the white noise....that happened quite often..

i got ticked off and called up Logitech Canada and they basically said....it's probably broken...and within 10 minutes, the rep said they would be sending a brand new box with Z-5500's in em This was right when the Z-5500's came out(probably 2 weeks after they showed up on the market). Now the best part...

They sent it DHL Overnight shipping.....the packing slip said the shipping alone from Ohio to Toronto, Canada cost > $280USD. So the next day(less than 24 hours after I called them) at about 1PM i was unpacking my new Z-5500s.

Now that is why all my accessories are Logitech....

 

Here is something i like to do if i get great customer support. If you happen to remember the tech's name call back and leave a compliment with his supervisor. One good turn and all that stuff... Ya never know it might get him a raise and help perpetuate the excellent customer support. Customer feedback is a welcome thing most of the time. Especially if it is GOOD customer feedback.

 

yup they really do back their warranties up! They took my 5month old V400 mouse and let me pay the difference to get a VX revolution. But i didnt have to wait on hold at all! One of their offices is like 10minutes down the road from me.

totally sold on logitech products! Go the swiss


Insane

 

Logitech customer support is AWESOME!

A month ago my MX510 started to scroll by it self. I could not use the scroll function anymore. I called Logitech, they said they did not have the MX510 anymore and I got a MX518 now. Do you believe that? Is that support or what. By the way, the mouse arrived 3 days after I called.

I sure am gonna buy Logitech products from now.

Charlie

 

I got a question

I have a 2-3 year old Logitech speakers and Im starting to hear noise when I play music from iPod.

When I call them, do they ask for anything documents? I only have the box and speakers. I think I lost all those paper that came with it. Do I still get the warranty?

I really like these speakers.

Oh, can someone link me to their so so I know which number to call.

Many thanks. TYTY

 

I believe that Logitech's warranty only covers you for two years, so you may be out of luck regardless.

 

but I would still give it a try

here is there customer support section http://www.logitech.com/index.cfm/utilities/contact/US/EN,ad=RightNowFooter

:thumbup:

 

10 minutes? not bad i suppose. Microsoft customer services for hardware is also amazing.

 

I second that.

 

Question about Logitech

What if I drop my mouse and it doesn't work anymore.

Does warranty cover that?

 

well... put it this way, they dont ask you to send back the defective product.

 

Oh jeez please don't abuse the system. I remember MS had the same policy with their mice a few years back, and some smart-aleck got a few hundred brand new "replacement" mice and put them on Ebay. Needless to say, MS toughened up their policy and now you have to jump through all these hoops.

 

not really. they ask you to scan the bottom of your product where the serial number is and fax it in with other soem other info. .. but yes, don't abuse the system. i've only used them once, and they were great.