Last year, I bought a Logitech Keyboard Case by Zagg for my iPad.
The case was hailed in many circles for being the best keyboard available for the iPad, and I found the best price on Buy.com (now Rakuten.com).
I’ve heard of Buy.com for years. Never had a problem with them, etc. Think they have been around since about 1998. Had no qualms about buying from them.
After using the case a little bit, I noticed that it wasn’t delivering anywhere near the promised battery life and capacity.
I would fully charge the keyboard and throw it in my bag. The item is supposed to hold a charge for months, but a few days or a week later, when I’d go to use the keyboard, it would be
dead as a doornail.
I finally contacted Logitech in January. The case is supposed to have a 1 year warranty.
I spoke with an agent on the phone who agreed that the case was defective and said he would send me an email which I should respond to and forward my purchase receipt.
A week or so passed, and no email. Checked my spam… no email.
So I contacted Logitech by email and finally got a response asking for my receipt.
When I sent in my Buy.com receipt, I got a response from Logitech stating that because I purchased the Keyboard Case from a “non official” vendor, my warranty was invalid and would not be honored.
I responded to the email asking how I was supposed to know what was an “official or non official” vendor and suggested that if a long-established retailer was illegally or erroneously selling their product, perhaps they should have their attorneys request that the retailer stop selling it.
I never got any response after that. So I did what any other tech-savvy person would do: I started tweeting them.
At first the Logitech twitter account promised to look into the matter. I reminded it a few days later that I still hadn’t heard anything, and it said it would check in with “the team”.
After that, silence.
I went to tweet them again tonight, and in true “if you can’t fix a problem, ignore it” spirit, @logitech has now blocked me on twitter.
It would have taken this huge corporation about $70 to make me happy, or maybe a percentage off a new case, but instead I get the cold shoulder, so now I’m turning to you.
Yep, ignore a previously happy customer who didn’t realize that he was doing anything wrong. That’s the trick, Logitech.