Customer support - bloody hell there is a decent company

[Corran]

Just thought i would do away with the usual bitching about customer support as had a good outcome for once.

Purchased Logitech MX5000 desktop keyboard/mouse set back in march 2006, the mx1000 mouse that came with it has just stopped charging so of course i was annoyed.

Checked the warrenty, 3 years, bloody typical as it put me 5 weeks outside the warrenty period. However contacted their support, went through the usual support procedure just to see the outcome.

Of course the mouse still didnt charge(usual advice, try other electrical point or clean the connections etc) and figured that i was screwed. But they have now come back to me and even though im out the warrenty period im being sent the MX5500 cordless laser precision keyboard/mouse free of charge.

Im chuffed at this great customer support (especially as all periphals i buy are logitech), and was hoping that even though out of warrenty i could wrangle a replacement mouse out of them. But to get an entirely new and upgraded set was something i could never expect.

In short, even in the current economical climate, there is a company that delivers great customer support even though puts them out of pocket as they under no obligation to provide it. They have now encouraged me to continue to purchase their products

 

[pikeh]

You bought directly from Logitech themselves?

 

[Corran]

You bought directly from Logitech themselves?

no, i purchased it through ebuyer.com back in 2006 (who are even more competitive in price now since BT purchased Dabs). That why im even more surprised at getting the replacements outside warrenty.

All i needed to do was give them a screenshot of the invoice, and a picture of the mouse + reference number they gave me and they said "replacement be there in 7-10 days).

 

[Bahumat]

I reckon they processed it without bothering to check the warranty

 

[Helme]

Logitech are great, I had my MX700 replaced a few years ago after it ran out of batteries within 10minutes of use - and I was also outside the warranty, and I didn't buy it from them

 

[Jeros]

Im proboly the only person on earth who uses cordless that runs on normal AAA an AA bats, im glad to see logitechs customer support is as good as there products, now if only they made laptops

 

[Zenith.UK]

I <3 my MX Revolution.
When I first got it, it was okay for a couple of weeks but eventually lost charge in a few minutes. After contacting Logitech, they arranged for a replacement to be sent out free of charge. All they wanted back was the receiver of my old mouse.

2 years later and it's still working as if it was brand new.

 

[soze]

I have had 2 good outcomes with customer services today Logitec again sending me a whole new Desktop because my keyboard adds a 1 all the time.

And Griffin where my RoadTrip keeps restarting have agreed to send me a new one to try

 

[Fafnir]

I love Webhallen, bought a gfx card without knowing the power usage, installed it and found out my power supply was insufficient, went back to the store and they checked if they had any good card for my power supply. Came home with a 800W powersupply free of charge.

 

[old.Tohtori]

Hmh.

Warranty runs out and you still complain? You ever wonder WHY customer service acts like dicks?

 

[Jeremiah]

Hmh.

Warranty runs out and you still complain? You ever wonder WHY customer service acts like dicks?

Toht, you'd cause a fight in an empty room.

 

[old.Tohtori]

Toht, you'd cause a fight in an empty room.

It's true.

The reason customer support often acts like a dick, is because most of the people complaining are morons.

Anyone who works in that field, or tech support, can confirm the stupidity of customers.

I do like the fact that people don't have other arguments other then "you argue!" about what i say.

 

[Uara]

But he wasn't complaining about it! He wasn't expecting to get anything but he thought he'd ask anyway and lo and behold they were nice enough to replace it for him.

 

[old.Tohtori]

I'll not get into it.

 

[Lethul]

I love Webhallen, bought a gfx card without knowing the power usage, installed it and found out my power supply was insufficient, went back to the store and they checked if they had any good card for my power supply. Came home with a 800W powersupply free of charge.

I hate webhallen

I love Dustinhome !

 

[crispy]

Reminds me of how much I hate logitech products... They break so fucking easily. You just have to buy it, use it and then it will break. So far I havent had a logitech product that wasnt faulty in some way

Sorry for being OT

 

[Fafnir]

I hate webhallen

I love Dustinhome !

Webhallen rules, if i place an order when i get to work, i might have it inside my door when i get home after work. Or the next day, never later. Longest delivery time was 5 days due to being out of stock.

 

[Corran]

Hmh.

Warranty runs out and you still complain? You ever wonder WHY customer service acts like dicks?

If this is aimed at me, then can you please point out where the complaint from me was?

Yes the product had just come out of warrenty but why should i not contact customer support and discuss the issue with them? Afteral it not like it a £5 mouse. Infact my initial contact to them was not to complain at all, I merely stated the situation, informed them that the mouse was just out of warranty and that I would like some advice on if there was anything I could do.

Having gone through the checks they gave i hoped there was some "technical advice" i could get as i could pass it onto my father-in-law to be to have a further look at as he is an IT technician.

However Logitech have actually declared the product as defective because the conclusion we have come to is the conductive coating around the charging points in the mouse is the issue due to it having started to break away 12 months back and though i could charge it by sitting it in a different position it shouldnt have been necessary to do so and as more coating came off there no way to charge it. If they sent me new contact points I would have fixed the issue myself however they opted to offer me a whole new upgraded desktop (dont know if it because i got a dozen periopherals registered with them).

So i come here, inform of how good the customer service is for going beyond my expectations and you say im complaining. It no wonder alot of people think you act like a dick most the time (and you dont have an excuse, unlike the excuse you put onto customer service people)

 

[Lethul]

Webhallen rules, if i place an order when i get to work, i might have it inside my door when i get home after work. Or the next day, never later. Longest delivery time was 5 days due to being out of stock.

Maybe they are good, only bought 1 thing from them and it's my speakers. They had a ringing tone and the people at the shop couldn't hear it (don't test it in a loud enviroment you idiot!). So i got a new pair which had ringing tone again! But they still couldn't hear it and refused to take em back cause they said they were perfect.

And still arguing with Creative about getting a new one

Dustin has always been fast and as a student i get free shipping from them. Altho their costumer support has laughable working hours

 

[old.Tohtori]

*rant rant*

So i come here, inform of how good the customer service is for going beyond my expectations and you say im complaining. It no wonder alot of people think you act like a dick most the time (and you dont have an excuse, unlike the excuse you put onto customer service people)

Hit a sore spot there.

You did complain, you had no claim, yet you still bother the customer support with it.

Simple as that.

You may be "just informing them of the problem" and you can be the nicest and most polite person alive, it's still a f*cking complaint.

If it wasn't, you would've binned the mouse and bought a new one.

I'm not saying you're complaining here, but you're a cmoplaining customer none the less.

the point stands, people who complain when they don't have any claim, is what causes directly the customer support being shit in some cases.

But if you're sooooooo needy of my approval, here you go;

Woot! Congrats! That's some A grade service!

 

[Fafnir]

Maybe they are good, only bought 1 thing from them and it's my speakers. They had a ringing tone and the people at the shop couldn't hear it (don't test it in a loud enviroment you idiot!). So i got a new pair which had ringing tone again! But they still couldn't hear it and refused to take em back cause they said they were perfect.

And still arguing with Creative about getting a new one

Dustin has always been fast and as a student i get free shipping from them. Altho their costumer support has laughable working hours

Tried updating sound drivers? I had to do that when i bought a creative headset.

 

[Lethul]

Tried updating sound drivers? I had to do that when i bought a creative headset.

Doesn't matter mate, it's deffo the Speakers. I don't even have to have them plugged in to the comp, just power to hear the ringing. It's a common problem with the speakers (T20) I found out when i read creative forum. Sadly neither Creative has responded to my cries I've tried to contact their support 3 times now but all they say is we will come back within 1 workday.

Other than the ringing sound the speakers are well above my expectations, didn't know you could get such sound from such small 2.0 speakers

Thread about it -> http://forums.creative.com/creativelabs/board/message?board.id=speakers&thread.id=9376

 

[TheBinarySurfer]

stuff

That's good customer support - generates a lot of loyalty from people!

 

[Ctuchik]

Hit a sore spot there.

You did complain, you had no claim, yet you still bother the customer support with it.

Simple as that.

You may be "just informing them of the problem" and you can be the nicest and most polite person alive, it's still a f*cking complaint.

If it wasn't, you would've binned the mouse and bought a new one.

I'm not saying you're complaining here, but you're a cmoplaining customer none the less.

the point stands, people who complain when they don't have any claim, is what causes directly the customer support being shit in some cases.

But if you're sooooooo needy of my approval, here you go;

Woot! Congrats! That's some A grade service!

lol, drunk are we?

 

[Corran]

talking crap as usual

Toh, maybe you should learn there a difference between a complaint and seeking advice.

When something breaks, i generally will try to repair it myself if it outside warrenty rather then just throwing it out. Hence i will contact customer support asking for advice on the matter. yes i could take it into the workshop and go through all the checks, but it easier to contact customer support and discuss the problem rather then have to drive out to the workshop and start checking everything that could be wrong (ie could be the mouse - so would need to test all contacts and the battery plus resistors etc, or it could be the charger in which i would need to test the charger, the wires, the plug etc etc).

Customer support does not exist just for products in warrenty. It is there in order to get support for any of their products. If it wasnt then they would state that it only to deal with items under warrenty.

Yes if people complain about an item being broke when they had it a long time then people may get annoyed about it. But at no point did i complain, simply informed them of the problem and asked "is there a common problem i can check in order to try fix the issue".

Anyways, i let you go back to your pointless trolling, afteral you always try to cause arguements for no reason and 99.9% of your posts are full of crap.

 

[Gray]

Logitech are amazing.

About 4years years ago i had the Logitech MX900, bought it from somewhere like Ebuyer or similar. I then started having problems about 2-3 years ago where the mouse would start to overheat while in the docking station.

The problems started to happen after i "accidentally" forgot to charge the batteries in the docking station. Batteries were provided in the box and had been awesome for years except after that, the batteries died and needed replacing. I had to keep getting new batteries etc, but they wouldnt last so i bought some new rechargables, but then the overheating started i recall.

Quick email to Logitech, out of warranty, bummer. But they said they would replace it to the MX1000 as the MX900 was discontinued.

--

Roll on to about 3-4weeks ago, my MX1000 started playing up [Severe mouse lag, problems recharging, and being a constant pain]. I emailed them, they had no recollection of my MX900 and the replacement, but then they asked where i bought it from as they would replace it.

I was going to lie etc and say i bought it from <retailer> but i chickened out and never went through with the replacement. i felt... "dirty" for getting 2 new mice on the run, possibly top of the line ones. Lucky really as the problems has ceased slightly, but only continue on some days...

Might bring it up with them again one day since theyre so awesome, or i might buy a new one all together... Meh.