Logitech Replaces Mouse Under Warranty When Tweeted At
Everyone is tired of hearing about Twitter. It's not the newest and shiniest communications tool anymore, and stories about its effectiveness in customer service aren't novel anymore. Reader Ryan is tired of hearing about Twitter, but he shared a story with Consumerist about how Logitech only replaced his mouse under warranty after he tweeted at them.
Thought I'd relate a story to you about a neat customer service experience I had on twitter (I know, I'm sick of hearing about it too). In early July, my bluetooth Logitech MX Revolution mouse (part of the MX5500 set) stopped taking a charge. The charge indicator just flashed red every time I put it on the cradle. After searching around, it became evident that the mouse was going to need replacement.
I contacted support by email on July 8. Within the next day I was informed that my replacement request would be granted. I supplied the information (including a scan of the receipt) that they requested. Here's where things went off the rails. I didn't hear anything back. No shipping confirmation, no tracking numbers, nothing. I emailed once a few days later to make sure that everything was progressing. No response. On Monday the 13th I called the customer support line. They told me it was listed as in the warehouse and ready to ship. The fellow on the phone said he didn't know why it was held up, but it should go out soon.
A week passes, I call again, I get the same story. I was sort of concerned at this point. It shouldn't take almost 2 weeks for something to be shipped (I'd had a replacement once before and it only took a few days). I could live without it for a while, I just wanted to know that it would actually be shipped at some point. The people on the customer service line had no more information about it. So, dejected, I did what everyone is doing these days, I complained about it on Twitter. I made some sort of snarky comments about how Logitech's warranty exchange systems was a bit ridiculous. The next day I had a reply from @Logitech asking for my case number, which I immediately supplied.
The very next day @Logitech explained that the MX5500 was on back-order. No one in the actual customer service department knew this. Not only that, but they were going to pull one from their "stash" in California, and ship it to me overnight ( I assume retail stash?). So here I am today with my replacement mouse courtesy of @Logitech on Twitter. After waiting 2 weeks for Logitech Proper, it only took Logitech on Twitter 2 days to get me taken care of.
This whole situation doesn't show the neatness of Twitter as much as the flaws in the standard customer service system. Should it really require three different contact methods to get hold of an item that was supposed to be replaced under warranty.
Logitech comes through... eventually [Honestly Anomalous]
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@GoodBytes: I contacted Logitech about my bluetooth headphones via email. After a couple of email exchanges I had a brand new retail box shipped to my house and they never asked for the broken ones back.
It was a smooth and speedy experience.
Maybe I just got lucky.
@GoodBytessaid At maximum, they ask you to fax the bill, which is very easy to do, and cost virtually nothing.
Really? I don't own a fax. I have no access to a fax. It would be a pain in the butt for me to fax something. Why do people still need things faxed?
@icantreplyright: My mouse went weird recently, Logitech asked for an email copy of my receipt and sent a new one immediately. It was actually a very nice experience.
I had a pretty good overall experience replacing an MX-Revolution that had a few buttons not working. (specifically the side / thumb buttons and one one or two of the top/middle buttons.)
I went through the normal trouble shooting process that evolved through mail, and when the tech asked me to try the mouse on another computer, I told him my MX-700 worked fine on this computer still (other than bad battery life, since it was so old) and that I had bought the MX-Revolution to work on THIS computer. At that point he said something like "We're shipping you a new mouse, keep the old one."
Sweet. Took like 2 days of very minor back and forth. (namely, question answer question answer etc, maybe 3 or 4 full exchanges.) It could be a lot worse.
@icantreplyright: Same here, except I at least have a FedEx Kinkos, or whatever they call themselves these days, closeby. But they also want $2.49 for the first page in a fax and $.99 for each additional page.
Frankly, after all this time I'm still annoyed at Logitech.
Years ago I bought a Logitech G15 keyboard. There was an issue with the first batch where the paint would start to wear off of the keys. This was a known issue that they acknowledge on their forums, and affected a large group of keyboards.
Now, for those of you who don't know what a G15 is- It's a keyboard that isn't exactly cheap. It has an LCD screen and the keys are dark black with the letters clear so the backlight on the keyboard shines through the keys. This means if the paint wears off it makes the keyboard essentially useless.
To make matters worse they redid the keyboard and now the only kind you can get for under 100 dollars is the new red one, as opposed to the old blue one.
Since my warranty expired they refused to replace my keyboard. Now, I'm not one to request warranty replacement on something once the warranty is out, but since it seems an entire large group of their keyboards had an issue that they acknowledged, then even told people publicly that they fixed so it wouldn't happen again, they should admit their mistake, replace the keyboards even if they're out of warranty, and keep their customers...but I guess customer service is just lost on some companies.
on a lighter note, i noticed the image on the article was from the Tonight Show's Twitter Tracker. It is a pretty funny skit, search it on hulu for a quick laugh :)
@Ihaveasmartpuppy: Logitech asked for my serial number only. The CSR told me they usually require the defective product to be shipped back first, but that they really just track the serial numbers to ensure one warranty claim per serial #. They'll ask for a receipt if the manufacture date is outside the warranty period.
I had a very similar experience with Logitech a few years ago (long before anyone heard of Twitter). The Z-5500 speakers had just hit the shelves, and I bought a set for myself. After a couple months the "control pod" fried itself suddenly and without warning. I spent the next few months trying to get a replacement out of them, and eventually built up a mailing list of over a dozen people that bugged Logitech regularly by phone. Eventually I got the idea to try an EECB out of desperation and ended up being contacted by some lead or manager not connected with their sales or support buffer, and I pieced together that the first run of Z-5500 had a flaw that caused it to be discontinued. It turns out that I (and others) had been put on a waiting list for a free Z-5500D replacement (a new revision) once they came off of the assembly line. This was fine, but I soon discovered that Logitech was selling the new revision already via their online store! Some weeks later I got a postcard from some subcontracted rebate company asking me to respond stating whether I'd like a refund or a replacement; I opted for a replacement and finally received one a couple months later (I think the whole ordeal took a good 5 months or so).
I was glad to receive a whole new speaker set without having to send back the old set (the large subwoofer made it quite bulky and heavy), but was greatly miffed at Logitech's extremely poor communication with its customers. I actively avoided Creative products for several years because of that.
Which for my keyboard and mouse, leads to a problem. That information wore off pretty quickly.
@MitchEvious: If you are out of warranty Logitech can provide you with a rebate for your next product. I was told 30-50% off my speakers.
I don't know why this particular account was put on consumerist.
I emailed consumerist about my wonderful Logitech experience when my G7 started to double click and they gave me a free G9.
I guess I should have Tweeted it :P
"Logitech Replaces Mouse Under Warranty When Tweeted At"
What happened to grammar? Ending a sentence with a preposition? Must be from Pennsylvania...Pittsburgh, perhaps?
@GoodBytes: Logitech UK replaced my Trackman Marble ball a while ago after my daughter kindly buried the first one somewhere in the garden. They got it wrong first time, but eventually got it right - hampered by the very tatty state of the sticker underneath. Came from Switzerlan to the UK.
NEVER contact any company about RMA via e-mail... This always lead to terrible service.
If you call Logitech over the phone, they only ask you a number under your Logitech product and you address to send you a new retail box with everything inside of your Logitech product. No mouse to send, no bill to send. At maximum, they ask you to fax the bill, which is very easy to do, and cost virtually nothing.
Logitech service was always above and beyond for me and friends.