- Report: #305625
Complaint Review: Logitech - Fremont California
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Logitech
6505 Kaiser Dr Fremont, 94555 California, U.S.A.
Phone:
510-795-8500
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Logitech Does Not Honor Their Warranty Fremont California
I purchased a Logitech bluetooth mouse in August of 2007. By November it had stopped working. I filed for warranty service through their website and received an automated response to the effect that they were working on it. For the next month I sent a dozen e-mails begging for warranty service and all I received were precanned responses from India.
I was able to get Logitech to send a replacement. However, when it arrived I found out it was not the same mouse, but a cheap piece of junk that did not have the same features. I contacted India again and after a dozen more e-mails they told me that they no longer sold the mouse. This was a lie because Amazon, Best Buy, Buy.com, and every retailer on the face of the Earth stocked it in 2 colors.
So I filed a BBB complaint. After another month of frustrating back and forth they agreed to refund my money provided I returned the mouse UPS . I ship the mouse UPS 1Z5YV1270351603528 and wait. No refund.
I have contacted the company, but all I get is canned responses from India that are absolutely meaningless. I even tried to complain to BBB again, but BBB said my complaint is "invalid"
Zippedeedoodah
Chandler, Arizona
U.S.A.
I was able to get Logitech to send a replacement. However, when it arrived I found out it was not the same mouse, but a cheap piece of junk that did not have the same features. I contacted India again and after a dozen more e-mails they told me that they no longer sold the mouse. This was a lie because Amazon, Best Buy, Buy.com, and every retailer on the face of the Earth stocked it in 2 colors.
So I filed a BBB complaint. After another month of frustrating back and forth they agreed to refund my money provided I returned the mouse UPS . I ship the mouse UPS 1Z5YV1270351603528 and wait. No refund.
I have contacted the company, but all I get is canned responses from India that are absolutely meaningless. I even tried to complain to BBB again, but BBB said my complaint is "invalid"
Zippedeedoodah
Chandler, Arizona
U.S.A.
1 Updates & Rebuttals
Chrish027
Charlotte,North Carolina,
U.S.A.
I'm calling you out.
#2UPDATE EX-employee responds
Sun, January 18, 2009
I agree with the BBB, this complaint does seem invalid. First off, I am going to call you out for deliberately LYING. Logitech Support (646) 454-3200 is based out of CHARLOTTE, NC, USA, most defiantly NOT India (yes, a lot of support is based from India, but Logitech is all American.) Logitech E-mail support is based out of Phoenix, AZ. Again, not India. Ok, now, a few things I'd like to point out. + I worked for Logitech in their warranty department for 2 years (and within the time you placed this report). I have never been so astounded with a companies warranty department than I was with Logitech's. Even if you took a new keyboard out of the box, smashed it over your knee, and called to get it replaced--Logitech covered it, and in most cases (for items $74.99 and under) they didn't even ask for anything back. + If you received a different product via warranty, the product is most likley EOD (end of life) or aka discontinued. Regardless whether your local retailers or online retailers had them in stock means nothing. All that proves is they purchased these items when the product was current. When Logitech discontinues an item, all remaining stock of that item is sold off in bulk to online retailers, Amazon.com is big buyer of these items. So if Logitech has none in inventory, they cannot send you a new one...even if retailers have them in stock...get it? + If you are/were unhappy with the replacement product, why not CALL support, instead of emailing, and verbally speak to someone who would be more than happy with helping you out? + What was wrong with the mouse? All you mentioned is that it 'stopped working'. I'm sure if you called a support agent, they could have gotten it going for you again quick and in a hurry...trust me, sometimes its as simple as reconnecting or resetting the mouse. User error is the number 1 issue. You would not believe how many people fail to realize their wireless devices require batteries, even. + The only point that is VALID on this report is the time it takes for a refund to reach a customers hand. This is kind of a catch-22. When a customer asks for a refund, the support agent creates a case and forwards it to the refund department where it is reviewed and released. At this point, it is out of supports hands and in the refund department (who are ever so hard to reach, even for employees). In my experience, it sometimes took 3 months for a refund check to reach the customer, if it was even released at all. Thats about all I have to say about that.
