Initial Business Response /* (1000, 6, 2015/10/27) */
Logitech understands *** ***'s complaint regarding the replacement for his purchase of his UE earphones and for the delays this claim tookWe apologize that we had limited inventory to send as replacements during that time
We
have made an exception and approved to process a refund for the purchase amount of this earphones with the return of the defective unitThis must be received in order to continue with this refund processA UPS prepaid shipping label has already been created and sent to *** *** to useOnce we confirm this has been returned, the refund will be released
A Logitech support team will be on contact with *** *** for additional details
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech has agreed to refund meThey have sent me shipping labels to return the defective product (which I have already sent back) and I am now waiting for a refund check (it takes approxweeks)I'll be sure to re-open this case if Logitech fails to send me a check
Thanks for your help with this claim!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12150101, and find that this resolution is satisfactory to me.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. They have already sent out my replacement, and I received it yesterday. You may close this case.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
Logitech apologizes to *** *** for the long delays to resolve his warranty claim, his experience on our website and delays in receiving his replacementWe are currently checking our system for the issues he has experienced on our website to
try and duplicate this case and fix itRest assured, this will be correctedOur support line at X-XXX-XXX-XXXX is workingHe may have experienced long delays on certain dates or times during peak hours but *** *** should not have received the message he received, as this is a working numberWe will look into this as well
*** ***'s GWireless Gaming Mouse replacement is already on its wayThis was released Friday 8/21/but our DC did not process this till 8/24/Monday as our warehouse is not open during the weekendsUnder UPS tracking number: 1ZR6VXXXXXXXXXXXXXThis will arrive before end of today 9/4/We ask to monitor his delivery, as our shipments do not require signatureIt seems under the UPS status, there were long delays in between transit daysWe are unsure what the reason behind this would be but we will inquire with UPS
We apologize for this experiencePlease contact our support line and mention case: XXXXXXXX if there are additional concerns
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just called XXX XXX XXXX againI have called that number literally over a dozen times in the last month, and I continue to get the following message:
"Thanks for calling Logitech online store supportWe have made recent changes in our support channels, and this will no longer be an active numberWe ask that you visit us at support.logitech.com where you will be able to email us, and we will provide you with the support neededWe apologize for the inconvenience."
It has been that way since day one when I tried it in late JulyIt has never changedEvery time I try I get that messageAlwaysEvery timeI have told you by email, by phone on multiple occasions, and now in this complaint, that XXX XXX XXXX gives me that recorded messageBy saying that I may be 'experiencing delays' you flatly deny what I am telling youYou insinuate that I am lying to you when I tell you, and tell you clearly and repeatedly, that I don't get through on that line without getting that message? Every single timeHow much clearer do I need to be for you to understand and acknowledge that? Your staff in the support forum also flatly denied that I was having the problem with this numberI am calling from Canada, with a working Canadian numberI am pretty sure that at years old I know how to place a phone call and press the correct buttonsThe number that was later given to me by the Canadian online retailer who sold me the mouse - XXX XXX XXXX - worksWhy would you not post that working number on your site? What is so difficult about providing a number that works? I asked you to post that working number on your support page as part of the desired resolution, and that has not been done
In sum:
- You did not respond to my repeated messages on the ticket
- On August 21st your customer service rep *** told me the mouse had shippedThat was a lieYou've just acknowledged that because your warehouse was closed over that weekend, the mouse was not processed for shipping until the 24th
- You've flatly denied that I've even received the message I quoted, when calling XXX XXX XXXX, insinuating that I am lying to you
- As I mentioned above, you did not post the alternate working number on your site as requestedBecause of the aforementioned, why would I have any confidence that you would even address the issues with your site that I've raised? Why would I have any confidence that your support reps would not lie to other customers, or that they would actually respond to emails and tickets, when you've not addressed the other issues, other than to offer a patronizing apology? You then spin it and imply through carefully guised and platitudinous wording that I am the one providing information
You say:
"Please contact our support line and mention case: XXXXXXXX if there are additional concerns." Why would I do that? SeriouslyThat's not rhetoricalWhy would I contact you based on my experience so far?
Your response is typical of my entire experience with Logitech; a disreputable company that does not stand behind it's promises, lies to it's customers, and does not address issues that are raised beyond providing platitudes and obfuscated responses
Final Business Response /* (4000, 9, 2015/09/10) */
Logitech apologizes again to *** *** of his experience on our website and delays to his replacement*** *** has stated to put both numbers on our site but since each site is specific to their country, these specific numbers should only be usedThe Canadian number is new this year*** *** is correct that on our Canadian support site does indicate the new support number to be X-XXX XXX XXXX and the US will have this support number: X-XXX-XXX-XXXX; both are working numbers
He has already received his replacement so his case will be closed soonWe apologize for any inconvenience he has experienced in the couple of weeks by our support teams
Best regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please tell me what you are trying to say by writing an understandable sentence in EnglishIf English isn't your first language, then please get helpyou wrote:
" *** *** is correct that on our Canadian support site does indicate the new support number to be X-XXX XXX XXXX "
What are you trying to say?
Logitech...do the following: Create an account on your Canadian site http://www.logitech.com/by clicking My Account > Go To Support, which offers you the option to "Create An Account"As soon as you click it, it directs you to https://support.logitech.com/en_us/create-account#login - A US urlFollow through anyway and create the account because, after all, it's the ONLY option providedAfter you've registered and you're at the welcome page, Click Contact Us > Get HelpNow below that click "Contact By Phone" The number it shows is XXX-XXX-XXXX WHICH DOES NOT WORK FOR ME IN CANADADo you guys get it?
I've told you repeatedly and repeatedly that I asked for clarification on this from you - both in the ticket and on your forum
You told me above that you won't post both numbers because "each site is specific to their country" If my registration is on your Canadian site, then why does the only available process of clicking to contact bring you to the American number? How is that "specific to country" Or wait! It's specific to country only in so much as it's convenient to claim that to leverage your argument and close the book on this without having to deal with itFix your siteFix the registration process to eliminate the error messages in registeringProvide both numbers simply by appending the number with "US number" and "Canadian number" or some such designationIt's pretty simpleRemember - it's YOUR OWN LINKS that switch back and forth between US and Canadian domains, not me the customerFix the process of linking to Contact from the Canadian site, to the correct Canadian contact info
Why are you so insistent on not dealing with this properly, and fixing your own site? As indicated, others in your forum have reported the same problem
Logitech regrets to inform *** *** that Logitech will still deny any warranty claim for this purchase as this was not sold by an approved resellerWe have already validated this purchase with *** and this particular reseller is considered the original purchaser who is selling this unit at very deep discountPlease see our warranty policy regarding this on the first sentence: ***. Edward's purchase was made in December of and he did not contact Logitech till April 2, This then in fact has past his deadline to return it to *** but is not Logitech's responsibility.Regards,Logitech Inc
Initial Business Response /* (1000, 5, 2015/08/26) */
Logitech apologizes to *** *** for any inconvenience on his missing adapter from his package or delays on getting in touch with customer supportWe will look into the calls being dropped or delays on answering
This issue was approved
the same day as his contact to Logitech supportThis adapter was already delivered today 8/26/under UPS 1ZR6VXXXXXXXXXXXXXIf there are any additional issues with his unit, he will need to contact our support line and mention his case number: XXXXXXXX and we will be happy to assist him
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made them aware that I will be sending this back to themDue to poor timing, and the lack of seeming to care about there customersSo no this does not fix anything g and I have sent this wheel back
Final Business Response /* (4000, 9, 2015/09/04) */
If *** *** returned his GRacing Wheel, he will need to provide us with this tracking information to assist in monitoring this returnWe are also not responsible for any returns done by *** *** without our RMA especially, if this is lost or damagedRMA approval is needed before approving a return to Logitech
We recommend contacting our support line to provide proper instructions regarding his warranty claimCurrently, there are no notifications sent to us that this was returned back to Logitech
Best regards,
Logitech Inc
Initial Business Response /* (1000, 6, 2015/04/27) */
Logitech understands *** ***'s issue and we would be happy to assist with his warranty replacement but it is also reported that there are currently two cases opened for *** *** with the same issueOnly case #XXXXXXXX needs to be
responded to, to avoid any confusion on his caseThis might be the delay for a warranty replacement being done
The correct case has been updated with the necessary notes for this case to be used to have this replacement completedThe warranty replacement order is currently pending as a communication will be needed from *** *** first in order to complete his request
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech has agreed to replace the MKcombination keyboard and mouse covered by their warrantyPlease refer to information I added on 4/29/
Initial Business Response /* (1000, 6, 2016/01/07) */
Logitech apologizes to *** *** for the delay in responding to her warranty claimDue to the holidays, we have a large amount of cases to handleThis is no excuse but please be patient with usWe will have her case handled as soon as
possible
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/11/20) */
*** *** has contacted us a total of three timesTwo of those times was on different case number which was classified as a duplicate case*** should be responding to case number: XXXXXXXXIn order for Logitech to continue with ***'s
warranty claim, he will need to provide the product serial number to validate its warrantyIf he has proof-of-purchase, he can provide this insteadIf *** ***'s Wireless Gaming Headset Gis within warranty, we will replace it with another new one as long as he can return this supposed defective unit to our return centerWe will explain this process once he responds to us with his product information
We apologize for any inconvenience and if there was any delays to his responses
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/05/14) */
Logitech apologizes for the delayed response to replacing *** ***'s Logitech Alert 700e Outdoor CameraOur escalation support agent will be in contact with *** *** shortly to have this processed immediately but additional
information may be neededThe process for return will still be needed and we will provide a prepaid UPS shipping label for her useOnce received, we will release her replacement
For Hillary ***'s inconvenience, we will grant her one year premium service for free
We apologize again for this inconvenience
Regards,
Logitech Inc
Dear ***,Logitech would like to apologize for the inconvenience and frustration due to our delayed responseIt appears that our support team did not fully understand the nature of your complaint, and as a result, the issue was not properly addressed. A member of the Logitech team is
reaching out to you today, and if we cannot resolve the issue, we will refer you directly to Personify, the company who powers the background replacement softwareYou may also find an alternative software solution on the Personify website here: ***We are also happy to issue a refund for the BRIO webcam, although we recognize this is not your (our our) first choice. Logitech makes every effort possible to address customer concerns, and we want to again apologize for your inconvenienceIn the future, we will ensure that should you encounter any support issues, we will do our best to resolve them in a timely manner. Best regards,
Logitech Customer Care***
Initial Business Response /* (1000, 5, 2015/05/06) */
Logitech apologizes to *** *** regarding their issue with the Logitech USB Headset HOur escalation support team will be in continuous contact regarding their issueCurrently, Logitech requires additional information to validate
this purchase and this unit in order to assist further with the warranty claimOnce this has been received, a resolution will be conducted as quickly as possible
We thank *** *** for their patience with this process
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue is resolvedThe escalation team was able to communicate on a professional level, and showed interest in correcting the problemThanks for the fast action
Better front line Customer Service would have avoided this complaint
Dear ***,
Logitech appreciates you contacting us to resolve this matter and we apologize for the inconveniences in your case handling.
We've reviewed your case and wanted to confirm that our team authorized the exchange for the GGaming mouseThank you for confirming via email
that "Features are all I cared aboutthe Gwill be agreat replacement as it has every feature the G700S has."
You will receive a tracking number in the next business days and your new mouse in 7-business days
We appreciate you being a Logitech fan and we appreciate the opportunity to improve your experience with our service
Should you have further questions, please let us know and we will be very happy to help.
Warm regards, Logitech Customer Care***
Initial Business Response /* (1000, 5, 2015/12/17) */
Logitech apologizes to *** *** for the delay in responding to his cases*** has generated different cases and we are looking into all his cases and have now respondedUnfortunately, communication for Sales support is only via an
online form from our support website
Looking over his order, the discount does not apply to the product he tried to purchase and this is clearly stated on his email restriction terms that is located at the bottom of his email
If he wishes to still return his unit for credit, please respond to the last email received by our support team to request for a UPS prepaid shipping label to be returned for a refund since this still is within the day return policyPlease only refer to this case number: XXXXXXXX
We apologize for any inconveniences this may have caused
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/12/23) */
Logitech apologizes to *** *** *** for the delayed responses regarding his warranty claimOur escalation team has already contacted *** *** *** to work on his replacement being processed
Best regards,
Logitech Inc
Initial Consumer
Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks Revdex.com to work with Logitech, and Logitech shipped the replacement on the second date they received the complaint from Revdex.comHopefully, this case could be closed successfully
Initial Business Response /* (1000, 5, 2015/10/01) */
Logitech apologizes to *** *** for her inconvenience in purchasing another Ethernet cable for her Alert Security cameraLogitech no longer sells the Alert Security cameras or related parts, but the Ethernet cable involved is not a cable
specific to Logitech's Alert camerasIt is a standard Ethernet cable that is readily available from many sources, and *** *** should easily be able to find the correct cable
Again, we apologize for any inconvenience
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/04/13) */
Logitech apologizes for the inconvenience with *** ***'s Ultimate Ears 200vi Noise-Isolating headsetsPer our policy, we offer products within our product lines as compensation for his purchase under the same purchase amountSince this unit
was discontinued long ago, we will make an exception for a refund since none of the products interest him as a replacement
*** *** is required to return the two units in order to approve this refundA prepaid UPS label will be created for his convenience to return the units to our return centerUpon confirmation of this return, a refund will be submitted for his purchase price and not including taxes or shippingPlease refer to case number XXXXXXXX
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/12/11) */
Logitech apologizes to *** *** for his delayed responses regarding his warranty claim for GWireless Gaming HeadsetWe have approved his warranty replacement based on his receipt from AmazonA UPS prepaid shipping label has been
created for his convenience to return the supposed defective unit to our return centerOnce this has been confirmed received, we will release the replacement immediately
If there are further concerns, he can refer to his case number: XXXXXXXX and reply to his case emails for further responses
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is all I wanted and it's a real shame I had to go through this experienceEspecially when I have been a very loyal customer over the years and never had an issue before thisHopefully in the future this issue can be resolved with phone calls or getting the Revdex.com involved
Initial Business Response /* (1000, 5, 2015/08/17) */
Logitech apologizes to *** *** for this delayThis was missed and we have already created a prepaid UPS shipping label for *** ***
This is currently going to arrive at our return center on 8/19/Once this has been confirmed
received, we will release their device and expedite this replacement
Our apologizes again for this delay
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/08/05) */
Logitech apologizes to *** *** for our delays in responding to his cases regarding the GSurround Sound HeadsetLogitech has been backed up with emails so there have been some delays in responding to our customers
Our support team
has actually emailed *** *** on 8/1/on a different email address under: ***@gmail.com in which he has provided this to us on his caseThis is probably why the response was missedThis was not intentionally done to delay his caseWe will be happy to assist him with his warranty claim once validatedWe will need to have him confirm his email address that we can use and his other contact informationWe will need some additional product information regarding his unit to continue with his warranty claim as well
*** *** can contact us on our customer support line at X-XXX-XXX-XXXX to follon his caseThe reference to his case number is: XXXXXXXX
Regards,
Logitech Inc
Initial Business Response /* (1000, 6, 2015/10/27) */
Logitech understands *** ***'s complaint regarding the replacement for his purchase of his UE earphones and for the delays this claim tookWe apologize that we had limited inventory to send as replacements during that time
We
have made an exception and approved to process a refund for the purchase amount of this earphones with the return of the defective unitThis must be received in order to continue with this refund processA UPS prepaid shipping label has already been created and sent to *** *** to useOnce we confirm this has been returned, the refund will be released
A Logitech support team will be on contact with *** *** for additional details
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech has agreed to refund meThey have sent me shipping labels to return the defective product (which I have already sent back) and I am now waiting for a refund check (it takes approxweeks)I'll be sure to re-open this case if Logitech fails to send me a check
Thanks for your help with this claim!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12150101, and find that this resolution is satisfactory to me.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. They have already sent out my replacement, and I received it yesterday. You may close this case.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/09/04) */
Logitech apologizes to *** *** for the long delays to resolve his warranty claim, his experience on our website and delays in receiving his replacementWe are currently checking our system for the issues he has experienced on our website to
try and duplicate this case and fix itRest assured, this will be correctedOur support line at X-XXX-XXX-XXXX is workingHe may have experienced long delays on certain dates or times during peak hours but *** *** should not have received the message he received, as this is a working numberWe will look into this as well
*** ***'s GWireless Gaming Mouse replacement is already on its wayThis was released Friday 8/21/but our DC did not process this till 8/24/Monday as our warehouse is not open during the weekendsUnder UPS tracking number: 1ZR6VXXXXXXXXXXXXXThis will arrive before end of today 9/4/We ask to monitor his delivery, as our shipments do not require signatureIt seems under the UPS status, there were long delays in between transit daysWe are unsure what the reason behind this would be but we will inquire with UPS
We apologize for this experiencePlease contact our support line and mention case: XXXXXXXX if there are additional concerns
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just called XXX XXX XXXX againI have called that number literally over a dozen times in the last month, and I continue to get the following message:
"Thanks for calling Logitech online store supportWe have made recent changes in our support channels, and this will no longer be an active numberWe ask that you visit us at support.logitech.com where you will be able to email us, and we will provide you with the support neededWe apologize for the inconvenience."
It has been that way since day one when I tried it in late JulyIt has never changedEvery time I try I get that messageAlwaysEvery timeI have told you by email, by phone on multiple occasions, and now in this complaint, that XXX XXX XXXX gives me that recorded messageBy saying that I may be 'experiencing delays' you flatly deny what I am telling youYou insinuate that I am lying to you when I tell you, and tell you clearly and repeatedly, that I don't get through on that line without getting that message? Every single timeHow much clearer do I need to be for you to understand and acknowledge that? Your staff in the support forum also flatly denied that I was having the problem with this numberI am calling from Canada, with a working Canadian numberI am pretty sure that at years old I know how to place a phone call and press the correct buttonsThe number that was later given to me by the Canadian online retailer who sold me the mouse - XXX XXX XXXX - worksWhy would you not post that working number on your site? What is so difficult about providing a number that works? I asked you to post that working number on your support page as part of the desired resolution, and that has not been done
In sum:
- You did not respond to my repeated messages on the ticket
- On August 21st your customer service rep *** told me the mouse had shippedThat was a lieYou've just acknowledged that because your warehouse was closed over that weekend, the mouse was not processed for shipping until the 24th
- You've flatly denied that I've even received the message I quoted, when calling XXX XXX XXXX, insinuating that I am lying to you
- As I mentioned above, you did not post the alternate working number on your site as requestedBecause of the aforementioned, why would I have any confidence that you would even address the issues with your site that I've raised? Why would I have any confidence that your support reps would not lie to other customers, or that they would actually respond to emails and tickets, when you've not addressed the other issues, other than to offer a patronizing apology? You then spin it and imply through carefully guised and platitudinous wording that I am the one providing information
You say:
"Please contact our support line and mention case: XXXXXXXX if there are additional concerns." Why would I do that? SeriouslyThat's not rhetoricalWhy would I contact you based on my experience so far?
Your response is typical of my entire experience with Logitech; a disreputable company that does not stand behind it's promises, lies to it's customers, and does not address issues that are raised beyond providing platitudes and obfuscated responses
Final Business Response /* (4000, 9, 2015/09/10) */
Logitech apologizes again to *** *** of his experience on our website and delays to his replacement*** *** has stated to put both numbers on our site but since each site is specific to their country, these specific numbers should only be usedThe Canadian number is new this year*** *** is correct that on our Canadian support site does indicate the new support number to be X-XXX XXX XXXX and the US will have this support number: X-XXX-XXX-XXXX; both are working numbers
He has already received his replacement so his case will be closed soonWe apologize for any inconvenience he has experienced in the couple of weeks by our support teams
Best regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please tell me what you are trying to say by writing an understandable sentence in EnglishIf English isn't your first language, then please get helpyou wrote:
" *** *** is correct that on our Canadian support site does indicate the new support number to be X-XXX XXX XXXX "
What are you trying to say?
Logitech...do the following: Create an account on your Canadian site http://www.logitech.com/by clicking My Account > Go To Support, which offers you the option to "Create An Account"As soon as you click it, it directs you to https://support.logitech.com/en_us/create-account#login - A US urlFollow through anyway and create the account because, after all, it's the ONLY option providedAfter you've registered and you're at the welcome page, Click Contact Us > Get HelpNow below that click "Contact By Phone" The number it shows is XXX-XXX-XXXX WHICH DOES NOT WORK FOR ME IN CANADADo you guys get it?
I've told you repeatedly and repeatedly that I asked for clarification on this from you - both in the ticket and on your forum
You told me above that you won't post both numbers because "each site is specific to their country" If my registration is on your Canadian site, then why does the only available process of clicking to contact bring you to the American number? How is that "specific to country" Or wait! It's specific to country only in so much as it's convenient to claim that to leverage your argument and close the book on this without having to deal with itFix your siteFix the registration process to eliminate the error messages in registeringProvide both numbers simply by appending the number with "US number" and "Canadian number" or some such designationIt's pretty simpleRemember - it's YOUR OWN LINKS that switch back and forth between US and Canadian domains, not me the customerFix the process of linking to Contact from the Canadian site, to the correct Canadian contact info
Why are you so insistent on not dealing with this properly, and fixing your own site? As indicated, others in your forum have reported the same problem
Logitech regrets to inform *** *** that Logitech will still deny any warranty claim for this purchase as this was not sold by an approved resellerWe have already validated this purchase with *** and this particular reseller is considered the original purchaser who is selling this unit at very deep discountPlease see our warranty policy regarding this on the first sentence: ***. Edward's purchase was made in December of and he did not contact Logitech till April 2, This then in fact has past his deadline to return it to *** but is not Logitech's responsibility.Regards,Logitech Inc
Initial Business Response /* (1000, 5, 2015/08/26) */
Logitech apologizes to *** *** for any inconvenience on his missing adapter from his package or delays on getting in touch with customer supportWe will look into the calls being dropped or delays on answering
This issue was approved
the same day as his contact to Logitech supportThis adapter was already delivered today 8/26/under UPS 1ZR6VXXXXXXXXXXXXXIf there are any additional issues with his unit, he will need to contact our support line and mention his case number: XXXXXXXX and we will be happy to assist him
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made them aware that I will be sending this back to themDue to poor timing, and the lack of seeming to care about there customersSo no this does not fix anything g and I have sent this wheel back
Final Business Response /* (4000, 9, 2015/09/04) */
If *** *** returned his GRacing Wheel, he will need to provide us with this tracking information to assist in monitoring this returnWe are also not responsible for any returns done by *** *** without our RMA especially, if this is lost or damagedRMA approval is needed before approving a return to Logitech
We recommend contacting our support line to provide proper instructions regarding his warranty claimCurrently, there are no notifications sent to us that this was returned back to Logitech
Best regards,
Logitech Inc
Initial Business Response /* (1000, 6, 2015/04/27) */
Logitech understands *** ***'s issue and we would be happy to assist with his warranty replacement but it is also reported that there are currently two cases opened for *** *** with the same issueOnly case #XXXXXXXX needs to be
responded to, to avoid any confusion on his caseThis might be the delay for a warranty replacement being done
The correct case has been updated with the necessary notes for this case to be used to have this replacement completedThe warranty replacement order is currently pending as a communication will be needed from *** *** first in order to complete his request
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech has agreed to replace the MKcombination keyboard and mouse covered by their warrantyPlease refer to information I added on 4/29/
Initial Business Response /* (1000, 6, 2016/01/07) */
Logitech apologizes to *** *** for the delay in responding to her warranty claimDue to the holidays, we have a large amount of cases to handleThis is no excuse but please be patient with usWe will have her case handled as soon as
possible
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/11/20) */
*** *** has contacted us a total of three timesTwo of those times was on different case number which was classified as a duplicate case*** should be responding to case number: XXXXXXXXIn order for Logitech to continue with ***'s
warranty claim, he will need to provide the product serial number to validate its warrantyIf he has proof-of-purchase, he can provide this insteadIf *** ***'s Wireless Gaming Headset Gis within warranty, we will replace it with another new one as long as he can return this supposed defective unit to our return centerWe will explain this process once he responds to us with his product information
We apologize for any inconvenience and if there was any delays to his responses
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/05/14) */
Logitech apologizes for the delayed response to replacing *** ***'s Logitech Alert 700e Outdoor CameraOur escalation support agent will be in contact with *** *** shortly to have this processed immediately but additional
information may be neededThe process for return will still be needed and we will provide a prepaid UPS shipping label for her useOnce received, we will release her replacement
For Hillary ***'s inconvenience, we will grant her one year premium service for free
We apologize again for this inconvenience
Regards,
Logitech Inc
Dear ***,Logitech would like to apologize for the inconvenience and frustration due to our delayed responseIt appears that our support team did not fully understand the nature of your complaint, and as a result, the issue was not properly addressed. A member of the Logitech team is
reaching out to you today, and if we cannot resolve the issue, we will refer you directly to Personify, the company who powers the background replacement softwareYou may also find an alternative software solution on the Personify website here: ***We are also happy to issue a refund for the BRIO webcam, although we recognize this is not your (our our) first choice. Logitech makes every effort possible to address customer concerns, and we want to again apologize for your inconvenienceIn the future, we will ensure that should you encounter any support issues, we will do our best to resolve them in a timely manner. Best regards,
Logitech Customer Care***
Initial Business Response /* (1000, 5, 2015/05/06) */
Logitech apologizes to *** *** regarding their issue with the Logitech USB Headset HOur escalation support team will be in continuous contact regarding their issueCurrently, Logitech requires additional information to validate
this purchase and this unit in order to assist further with the warranty claimOnce this has been received, a resolution will be conducted as quickly as possible
We thank *** *** for their patience with this process
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue is resolvedThe escalation team was able to communicate on a professional level, and showed interest in correcting the problemThanks for the fast action
Better front line Customer Service would have avoided this complaint
Dear ***,
Logitech appreciates you contacting us to resolve this matter and we apologize for the inconveniences in your case handling.
We've reviewed your case and wanted to confirm that our team authorized the exchange for the GGaming mouseThank you for confirming via email
that "Features are all I cared aboutthe Gwill be agreat replacement as it has every feature the G700S has."
You will receive a tracking number in the next business days and your new mouse in 7-business days
We appreciate you being a Logitech fan and we appreciate the opportunity to improve your experience with our service
Should you have further questions, please let us know and we will be very happy to help.
Warm regards, Logitech Customer Care***
Initial Business Response /* (1000, 5, 2015/12/17) */
Logitech apologizes to *** *** for the delay in responding to his cases*** has generated different cases and we are looking into all his cases and have now respondedUnfortunately, communication for Sales support is only via an
online form from our support website
Looking over his order, the discount does not apply to the product he tried to purchase and this is clearly stated on his email restriction terms that is located at the bottom of his email
If he wishes to still return his unit for credit, please respond to the last email received by our support team to request for a UPS prepaid shipping label to be returned for a refund since this still is within the day return policyPlease only refer to this case number: XXXXXXXX
We apologize for any inconveniences this may have caused
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/12/23) */
Logitech apologizes to *** *** *** for the delayed responses regarding his warranty claimOur escalation team has already contacted *** *** *** to work on his replacement being processed
Best regards,
Logitech Inc
Initial Consumer
Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks Revdex.com to work with Logitech, and Logitech shipped the replacement on the second date they received the complaint from Revdex.comHopefully, this case could be closed successfully
Initial Business Response /* (1000, 5, 2015/10/01) */
Logitech apologizes to *** *** for her inconvenience in purchasing another Ethernet cable for her Alert Security cameraLogitech no longer sells the Alert Security cameras or related parts, but the Ethernet cable involved is not a cable
specific to Logitech's Alert camerasIt is a standard Ethernet cable that is readily available from many sources, and *** *** should easily be able to find the correct cable
Again, we apologize for any inconvenience
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/04/13) */
Logitech apologizes for the inconvenience with *** ***'s Ultimate Ears 200vi Noise-Isolating headsetsPer our policy, we offer products within our product lines as compensation for his purchase under the same purchase amountSince this unit
was discontinued long ago, we will make an exception for a refund since none of the products interest him as a replacement
*** *** is required to return the two units in order to approve this refundA prepaid UPS label will be created for his convenience to return the units to our return centerUpon confirmation of this return, a refund will be submitted for his purchase price and not including taxes or shippingPlease refer to case number XXXXXXXX
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/12/11) */
Logitech apologizes to *** *** for his delayed responses regarding his warranty claim for GWireless Gaming HeadsetWe have approved his warranty replacement based on his receipt from AmazonA UPS prepaid shipping label has been
created for his convenience to return the supposed defective unit to our return centerOnce this has been confirmed received, we will release the replacement immediately
If there are further concerns, he can refer to his case number: XXXXXXXX and reply to his case emails for further responses
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is all I wanted and it's a real shame I had to go through this experienceEspecially when I have been a very loyal customer over the years and never had an issue before thisHopefully in the future this issue can be resolved with phone calls or getting the Revdex.com involved
Initial Business Response /* (1000, 5, 2015/08/17) */
Logitech apologizes to *** *** for this delayThis was missed and we have already created a prepaid UPS shipping label for *** ***
This is currently going to arrive at our return center on 8/19/Once this has been confirmed
received, we will release their device and expedite this replacement
Our apologizes again for this delay
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/08/05) */
Logitech apologizes to *** *** for our delays in responding to his cases regarding the GSurround Sound HeadsetLogitech has been backed up with emails so there have been some delays in responding to our customers
Our support team
has actually emailed *** *** on 8/1/on a different email address under: ***@gmail.com in which he has provided this to us on his caseThis is probably why the response was missedThis was not intentionally done to delay his caseWe will be happy to assist him with his warranty claim once validatedWe will need to have him confirm his email address that we can use and his other contact informationWe will need some additional product information regarding his unit to continue with his warranty claim as well
*** *** can contact us on our customer support line at X-XXX-XXX-XXXX to follon his caseThe reference to his case number is: XXXXXXXX
Regards,
Logitech Inc