Initial Business Response /* (1000, 5, 2015/08/07) */
Logitech apologizes to [redacted] for their inconveniences and delays to their replacement unit. This replacement for the Gaming Keyboard G105 was already approved and was just released by our warehouse today. A UPS tracking number:...
1ZR6VXXXXXXXXXXXXX was generated. An auto-generated email should have been sent to you for your reference. Please allow 24 hours for UPS to update the transit status for your delivery. Please monitor this package as our packages are delivered with no signature required. We recommend signing up for UPS MyChoice for better traction. There are no upgrades we can offer at this time.
We apologize again for this delay.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/23) */
Logitech understands [redacted]' complaint regarding our policy but at this time, we can only offer a replacement for this purchase at this time. Based on the amount of his purchase, we can upgrade his replacement up to a certain amount. The...
details of his offer are within his case notes.
Per his conversation with our support team, he has agreed to the replacement. Please refer to case number: XXXXXXXX to reference his details of this offer. Once upon agreement, we can send his replacement immediately.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech states that I accepted their offer of choosing another product on their website. This is incorrect. I told them that I would look at what items I could get on their website and get back to them. That statement was not acceptance of their offer. I retain my position that if Logitech cannot replace my item with a like item as stated in the terms of the warranty, they should provide me with a refund. The offer of replacing defective earbuds with an unrelated product on their website such as a mouse or keyboard is unacceptable.
I purchased earbuds. These earbuds became defective while covered by Logitech's warranty. If Logitech cannot replace these earbuds with other earbuds, Logitech must send me a refund so that I can purchase earbuds from another company. Allowing me to select a mouse or a keyboard which I don't need does not solve my problem of malfunctioning earbuds.
Perhaps an analogy would help Logitech to understand this predicament: If my television malfunctions under warranty and the manufacturer cannot repair or replace it, the only resolution would be a refund. If the manufacturer offered me a microwave to replace my television, this would obviously be unacceptable. The same holds true for offering me a random item in place of earbuds.
Final Business Response /* (4000, 9, 2015/05/14) */
Logitech strives to provide high quality products, and regrets that [redacted] has had this experience with his Logitech UE600. Logitech will only replace with another unit and a refund will not be honored for [redacted] purchase at this time. Logitech points out that we have a very generous warranty and has offered him to choose a unit from our long list of products to send as a replacement.
[redacted] analogy on large electronic items does not relate to what Logitech has to offer on our units and per our limited hardware warranty, we can only offer a new replacement.
We apologize for this inconvenience.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry that Logitech does not think that my analogy is relevant in this case. However, the fact remains that Logitech thinks that it is perfectly acceptable to replace defective in-warranty headphones with an unrelated product that has no use and no value to me.
Logitech is correct that there is a long list of items to choose from. However, this list consists of SKU's in the following categories, which are completely unrelated to the defective earbuds:
Mouse (unneeded - my laptop has a built-in trackpad, which I prefer)
Keyboard (unneeded - my laptop has a keyboard)
Webcam (unneeded - my laptop has a built in camera)
call-center style Headphones (unneeded - I have no need for headphones with a protruding micrphone.
Remote control (unneeded - I already own a Logitech Harmony remote. Any remote in the given price range would be a downgrade to what I currently own)
Tablet keyboard (unneeded - I do not own a tablet)
Gamepad (unneeded - I do not play computer games)
Gaming headset (unneeded - see above reasoning for call-center style headphones)
Computer speakers (unneeded - I already own top of the line computer speakers. Anything that Logitech can offer in this price range would be a downgrade to what I currently own)
I've scoured the Logitech website for an item that is $80 and under to select as a replacement. However, everything seems to belong to one of the categories listed above. Perhaps I am missing something on their website that I may be interested in. If so, I would like to know. Otherwise, I still see the only satisfactory outcome to be a refund.
Initial Business Response /* (1000, 6, 2015/05/20) */
Logitech understands [redacted]'s complaint but Logitech cannot extend our warranty indefinitely even when a replacement unit has been sent. This is part of Logitech's policy under our 'Limited Hardware Warranty' under remedies...
(http://www.logitech.com/en-us/footer/terms-of-use/&id=3101). It will state, "Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction."
At this time, a replacement will be the only offer that can be done for [redacted]. This warranty claim was already being handled by our escalation support team to have this replacement sent but may need some information in order to complete the process.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not made aware of Logitech's "Warranty". I did not view, agree to or sign anything that stated I did not get a new warranty with a new product.
Does the state of California allow this kind of trickery?
I would like a replacement with full warranty or a refund. This is not a warranty situation - this is full out FRAUD.
Final Business Response /* (4000, 11, 2015/06/01) */
Logitech apologizes that [redacted] is not in agreement with our warranty policies but we clearly state this in our warranty statements and this will not be changed.
As we stated on our previous response, we did approve for [redacted] to receive a warranty replacement. Again, any replacement product will be warranted for the remainder of the original warranty period only.
If she wishes to continue with this warranty replacement, she will have to contact our support for further instructions and refer to her case number: XXXXXXXX.
Regards,
Logitech Inch
Final Consumer Response /* (4200, 13, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing Has changed here. I am being held to a warranty for a defective product! NOT ONE THING HAS CHANGED HERE. I never read or agreed to Logitech's warranty and I am being forced to accept an old warranty for a new product!
May I ask Revdex.com to help me here?
Dear [redacted],Thank you for contacting Logitech, we're sorry you didn't receive timely updates.UPS confirmed that you received the product on Monday 10/07/2017 at 12:37 P.M. via UPS Tracking Number: [redacted] Should you have additional questions or feedback, we will be here to help...
Initial Business Response /* (1000, 5, 2015/10/02) */
Logitech strives to provide high quality products and regrets that [redacted] has had this experience with his UE Boom's. The UE Booms are advertised to connect through Bluetooth, pair using our UE Boom app and the battery can last up to 15...
hours under normal use only. Battery life depends on the customer's usage. Based on the issues he has experienced with these units and that this will be his second replacement is unusual. We have gone ahead and sent a prepaid UPS delivery label to use and send this back to Logitech.
Once we receive these units, these will be tested for all functionalities he has stated he has experienced. Rest assured, if these are indeed defective, we will release his replacements immediately.
Our escalation support is already in contact with [redacted]. If there are further concerns, he is welcome to contact us via email under his support case number: XXXXXXXX or call our support phone number.
We apologize for this inconvenience.
Regards,
Logitech Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/11/25) */
In regards to [redacted] warranty claim, we had already submitted and approved a warranty replacement on 8/4/15. A tracking number: 1ZR6VXXXXXXXXXXXXX was sent to [redacted]'s email the next day when the tracking number was provided in our...
system.
[redacted] contacted us on 8/7/15 in which he has stated he did not receive his package. We investigated and a UPS tracer was submitted on 8/10/15 and we received a final note from UPS on 8/19/15 that this was confirmed received by the customer (see attached). Based on this note, his warranty replacement has been confirmed received. There is nothing more we owe [redacted] at this time.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I do not receive the tracking number "sent to [redacted]'s email the next day when the tracking number was provided in our system." I can provide my email history for reference: on Aug 4, 2015, I do receive an automatic notification saying replacement product released. But there is NO tracking number, so I could not track the package. On Aug 5, I receive the satisfaction survey, but also, there is NO tracking number for me to track.
On Aug 7, 2015, since I really want the tracking number, I contact Logitech, and for the first time I get the tracking number, but according to UPS system, the package has already been delivered and left at the front door. (I can't track the package before they delivered and left at the front door.)
So I request to start an investigation. According to UPS, since the shipper do NOT request a signature, so they can deliver it at the front door. And I need to contact the shipper for further information.
Then I contact Logitech, and they refuse to provide any further help.
The proof of delivery only proof the package was left at the front door. There is no proof for me to actually get the package. And the phone number XXXXXXXXXX do NOT receive any acknowledge, I can also provide the history for reference.
Final Business Response /* (4000, 17, 2015/12/23) */
Logitech apologizes for the delay in this UPS investigation. UPS did not inform us of their mistake. We were told to inquire and submit another investigation tracer to complete this investigation on 12/9/15 after [redacted]'s contact. UPS only informed us on 12/18/15 completion of this investigation and provided us another documentation this was not found (see attached file: R6V217_91_XXXXXXX.pdf).
Based on this, we have processed a replacement for [redacted] but he has updated his delivery to be picked up at: UPS Access Point possession on 12/23/15. We are sending a reminder to have this picked up by the due date. See details below.
Package Must be Picked up By:
Wednesday, 12/30/2015
UPS Access PointTM Location:
[redacted]@GMAIL.COM
[redacted] S [redacted] ST
[redacted] XXXXX
Best regards,
Logitech Inc
Final Consumer Response /* (2000, 19, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I do have received the notification, and picked up the package by myself. Thanks for the cooperation, and I really appreciate the help from Revdex.com.
Initial Business Response /* (1000, 5, 2015/05/07) */
Logitech understands [redacted]' complaint due to his Logitech Wireless Gaming Headset G930 but all support claims must go through the troubleshooting before anything more can be done. Based on the current case notes, a replacement process has...
already begun. The replacement has already been mailed out on 5/6/15 under UPS tracking number: 1ZR6VXXXXXXXXXXXXX. There is no refund that can be offered at this time for his warranty claim.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more then happy to send back the headset at my own expense if I can get a refund.
Final Business Response /* (4000, 9, 2015/05/14) */
Logitech has replaced [redacted]' unit but no refund will be granted for his warranty claim.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So I am to deal with a known defect until it breaks again? How many times will I have to replace my headset due to a broken micro sub charging port? Facts are you guys made defective product and are still trying to get rid of it, it's not question of if the product will fail it's a when will the product fail and due to weak soldering of the micro sub port on the board.
Logitech appreciates [redacted] feedback. We apologize [redacted] is not satisfied with the replacement product sent and for the delay of our reply. If [redacted] provides Logitech with a copy of the sales receipt or dated itemized receipt and if his product is still...
covered within the warranty period, we will process a refund for the price paid, provided that the hardware is returned to the location designated by Logitech via the pre-paid shipping label we will prepare on this effect.
Complaint: [redacted]I am rejecting this response because: apr 13 my warranty request was approved by Logitech. The purchase receipt from [redacted] said new. I notified Logitech as soon as it broke down. Are most sales from [redacted] third party. How does an innocent party know if it is not new ? It was sealed. This item has a known defect which LOGITECH IS AWARE OF AND THEY SHOULD HONOR WARRANTY.Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11500630, and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/07) */
Logitech apologizes to [redacted] for the delay to his warranty replacement for the Wireless Gaming Headset G930. Unfortunately, his return of his defective unit back to our return center has been delayed due to the Independence holiday as per...
his the UPS tracking information: 1ZAXXXXXXXXXXXXXXX. UPS was closed on Friday July 3rd. A UPS update will be advised soon once this will be delivered to us.
We will release his warranty replacement once his defective unit has been received and confirmed. It should take within 5- 7 business days to arrive to him. A new tracking number will be emailed to [redacted] for his replacement once this has been released. We suggest to monitor this deliver as well as we are not responsible for UPS activity. If there are any concerns on the UPS status for his deliveries, [redacted] should contact Logitech to check on the status of his deliver.
We apologize for this delay and inconvenience this may have caused.
Regards,
Logitech Inc.
Initial Business Response /* (1000, 5, 2015/07/14) */
Logitech strives to provide high quality products, and regrets that [redacted] has had this experience with his one security camera and that the troubleshooting steps did not assist him. Logitech points out that it has a generous warranty. ...
Logitech regrets that [redacted]'s security camera became inoperable after the warranty period had passed [redacted] Logitech's warranty cannot extend indefinitely and we also do not have an authorized repair center to fix our products. This product carries a one-year warranty and based on their product information, this expired mid-2014.
We apologize for this inconvenience.
Sincerest regards,
Logitech Inc
Dear Mr. [redacted],
Logitech understands your concern and are happy to confirm that, as informed by our Escalation Manager today, your refund is being processed already. As discussed, we will process the refund for the repair and for the keyboard case. The refund order has already been created with...
the total refund amount is $558.55. Our Escalation Manager will contact you again inform him again once the fund is available for collection.
We appreciate your feedback and cooperation.
Warm regards,Logitech Customer Care[redacted]
Initial Business Response /* (1000, 5, 2016/01/28) */
Logitech apologizes for any inconvenience caused to [redacted] on the resolution of his case.
We suggest our customers not to open multiple cases since this makes it difficult for us to follow-up and the same information is requested...
multiple times. We apologize for any inconveniences causee by this.
We already received Liqi Zhou shipping address and product information and we will honor his warranty request and will send a functional mouse as requested.
Logitech appreciates [redacted] patience on this process.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech contacted me with a quick replacement.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
Logitech apologizes to [redacted]'s for any inconvenience during his interaction for his G19s Gaming Keyboard warranty claim. Regarding his issue, we thank him for providing the purchase information we required but looking into the...
information received, there is some contradicting information that we deemed invalid to move forward with his warranty claim.
Amazon has validated [redacted]'s purchase was bought as 'Used' and not 'New'. Per our 'Limited Hardware Warranty' policy, this is not covered. At this time, we cannot honor sending a replacement gaming keyboard for his warranty claim.
We regret any inconvenience to [redacted], but his recourse is now through the reseller in which [redacted] has purchased this unit from.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I didn't know it was classified as a USED product. I was malformed. I still Hate how logitech treated me with all the delays and Lies. I will remove my complaint but I will still never recommend logitech as a good company to buy any hardware from. My credit card will handle it from here. good day
Dear [redacted],Jaybird is sorry to hear we've failed to meet your expectations in the way your request was handled.Our Jaybird Customer Experience Team will be reaching out to you shortly to work on a satisfactory resolution with you. We appreciate your feedback, patience and cooperation. Best...
regards, Jaybird Customer Experience Team [redacted]
Dear **. [redacted],This letter is regarding the Revdex.com Complaint you submitted on June 2nd. Before even attempting to explain the reasons leading to this unintended mistake, we would like to sincerely apologize to you for any inconvenience this may have caused.At Logitech, customer satisfaction is...
something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.After a thorough review of your case, we have managed to pinpoint the reasons leading to this error. Our product MX Anywhere 2 was not missing from our list of exclusions. This is clearly a mistake from our side and we take full responsibility for it.In our attempt to serve you better and retain you as one of our valuable customers, we are going to provide you a discount code for the purchase of the MX Anywhere 2. Our Escalation Manager will be contacting you shortly to coordinate on this. We hope you find these actions satisfactory and up to your expectations. This is the least that we can do to address the unintentional inconveniences that we caused.Sincerely,Logitech[redacted]
Revdex.com:
Logitech has done more than enough to satisfy my issues, and I appreciate all their help. Thank you!Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Logitech apologizes to [redacted] for their inconveniences and delays to their replacement unit. This replacement for the Gaming Keyboard G105 was already approved and was just released by our warehouse today. A UPS tracking number:...
1ZR6VXXXXXXXXXXXXX was generated. An auto-generated email should have been sent to you for your reference. Please allow 24 hours for UPS to update the transit status for your delivery. Please monitor this package as our packages are delivered with no signature required. We recommend signing up for UPS MyChoice for better traction. There are no upgrades we can offer at this time.
We apologize again for this delay.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/23) */
Logitech understands [redacted]' complaint regarding our policy but at this time, we can only offer a replacement for this purchase at this time. Based on the amount of his purchase, we can upgrade his replacement up to a certain amount. The...
details of his offer are within his case notes.
Per his conversation with our support team, he has agreed to the replacement. Please refer to case number: XXXXXXXX to reference his details of this offer. Once upon agreement, we can send his replacement immediately.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech states that I accepted their offer of choosing another product on their website. This is incorrect. I told them that I would look at what items I could get on their website and get back to them. That statement was not acceptance of their offer. I retain my position that if Logitech cannot replace my item with a like item as stated in the terms of the warranty, they should provide me with a refund. The offer of replacing defective earbuds with an unrelated product on their website such as a mouse or keyboard is unacceptable.
I purchased earbuds. These earbuds became defective while covered by Logitech's warranty. If Logitech cannot replace these earbuds with other earbuds, Logitech must send me a refund so that I can purchase earbuds from another company. Allowing me to select a mouse or a keyboard which I don't need does not solve my problem of malfunctioning earbuds.
Perhaps an analogy would help Logitech to understand this predicament: If my television malfunctions under warranty and the manufacturer cannot repair or replace it, the only resolution would be a refund. If the manufacturer offered me a microwave to replace my television, this would obviously be unacceptable. The same holds true for offering me a random item in place of earbuds.
Final Business Response /* (4000, 9, 2015/05/14) */
Logitech strives to provide high quality products, and regrets that [redacted] has had this experience with his Logitech UE600. Logitech will only replace with another unit and a refund will not be honored for [redacted] purchase at this time. Logitech points out that we have a very generous warranty and has offered him to choose a unit from our long list of products to send as a replacement.
[redacted] analogy on large electronic items does not relate to what Logitech has to offer on our units and per our limited hardware warranty, we can only offer a new replacement.
We apologize for this inconvenience.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry that Logitech does not think that my analogy is relevant in this case. However, the fact remains that Logitech thinks that it is perfectly acceptable to replace defective in-warranty headphones with an unrelated product that has no use and no value to me.
Logitech is correct that there is a long list of items to choose from. However, this list consists of SKU's in the following categories, which are completely unrelated to the defective earbuds:
Mouse (unneeded - my laptop has a built-in trackpad, which I prefer)
Keyboard (unneeded - my laptop has a keyboard)
Webcam (unneeded - my laptop has a built in camera)
call-center style Headphones (unneeded - I have no need for headphones with a protruding micrphone.
Remote control (unneeded - I already own a Logitech Harmony remote. Any remote in the given price range would be a downgrade to what I currently own)
Tablet keyboard (unneeded - I do not own a tablet)
Gamepad (unneeded - I do not play computer games)
Gaming headset (unneeded - see above reasoning for call-center style headphones)
Computer speakers (unneeded - I already own top of the line computer speakers. Anything that Logitech can offer in this price range would be a downgrade to what I currently own)
I've scoured the Logitech website for an item that is $80 and under to select as a replacement. However, everything seems to belong to one of the categories listed above. Perhaps I am missing something on their website that I may be interested in. If so, I would like to know. Otherwise, I still see the only satisfactory outcome to be a refund.
Initial Business Response /* (1000, 6, 2015/05/20) */
Logitech understands [redacted]'s complaint but Logitech cannot extend our warranty indefinitely even when a replacement unit has been sent. This is part of Logitech's policy under our 'Limited Hardware Warranty' under remedies...
(http://www.logitech.com/en-us/footer/terms-of-use/&id=3101). It will state, "Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction."
At this time, a replacement will be the only offer that can be done for [redacted]. This warranty claim was already being handled by our escalation support team to have this replacement sent but may need some information in order to complete the process.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not made aware of Logitech's "Warranty". I did not view, agree to or sign anything that stated I did not get a new warranty with a new product.
Does the state of California allow this kind of trickery?
I would like a replacement with full warranty or a refund. This is not a warranty situation - this is full out FRAUD.
Final Business Response /* (4000, 11, 2015/06/01) */
Logitech apologizes that [redacted] is not in agreement with our warranty policies but we clearly state this in our warranty statements and this will not be changed.
As we stated on our previous response, we did approve for [redacted] to receive a warranty replacement. Again, any replacement product will be warranted for the remainder of the original warranty period only.
If she wishes to continue with this warranty replacement, she will have to contact our support for further instructions and refer to her case number: XXXXXXXX.
Regards,
Logitech Inch
Final Consumer Response /* (4200, 13, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing Has changed here. I am being held to a warranty for a defective product! NOT ONE THING HAS CHANGED HERE. I never read or agreed to Logitech's warranty and I am being forced to accept an old warranty for a new product!
May I ask Revdex.com to help me here?
Dear [redacted],Thank you for contacting Logitech, we're sorry you didn't receive timely updates.UPS confirmed that you received the product on Monday 10/07/2017 at 12:37 P.M. via UPS Tracking Number: [redacted] Should you have additional questions or feedback, we will be here to help...
you.Warm regards,Logitech[redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
Logitech strives to provide high quality products and regrets that [redacted] has had this experience with his UE Boom's. The UE Booms are advertised to connect through Bluetooth, pair using our UE Boom app and the battery can last up to 15...
hours under normal use only. Battery life depends on the customer's usage. Based on the issues he has experienced with these units and that this will be his second replacement is unusual. We have gone ahead and sent a prepaid UPS delivery label to use and send this back to Logitech.
Once we receive these units, these will be tested for all functionalities he has stated he has experienced. Rest assured, if these are indeed defective, we will release his replacements immediately.
Our escalation support is already in contact with [redacted]. If there are further concerns, he is welcome to contact us via email under his support case number: XXXXXXXX or call our support phone number.
We apologize for this inconvenience.
Regards,
Logitech Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/11/25) */
In regards to [redacted] warranty claim, we had already submitted and approved a warranty replacement on 8/4/15. A tracking number: 1ZR6VXXXXXXXXXXXXX was sent to [redacted]'s email the next day when the tracking number was provided in our...
system.
[redacted] contacted us on 8/7/15 in which he has stated he did not receive his package. We investigated and a UPS tracer was submitted on 8/10/15 and we received a final note from UPS on 8/19/15 that this was confirmed received by the customer (see attached). Based on this note, his warranty replacement has been confirmed received. There is nothing more we owe [redacted] at this time.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I do not receive the tracking number "sent to [redacted]'s email the next day when the tracking number was provided in our system." I can provide my email history for reference: on Aug 4, 2015, I do receive an automatic notification saying replacement product released. But there is NO tracking number, so I could not track the package. On Aug 5, I receive the satisfaction survey, but also, there is NO tracking number for me to track.
On Aug 7, 2015, since I really want the tracking number, I contact Logitech, and for the first time I get the tracking number, but according to UPS system, the package has already been delivered and left at the front door. (I can't track the package before they delivered and left at the front door.)
So I request to start an investigation. According to UPS, since the shipper do NOT request a signature, so they can deliver it at the front door. And I need to contact the shipper for further information.
Then I contact Logitech, and they refuse to provide any further help.
The proof of delivery only proof the package was left at the front door. There is no proof for me to actually get the package. And the phone number XXXXXXXXXX do NOT receive any acknowledge, I can also provide the history for reference.
Final Business Response /* (4000, 17, 2015/12/23) */
Logitech apologizes for the delay in this UPS investigation. UPS did not inform us of their mistake. We were told to inquire and submit another investigation tracer to complete this investigation on 12/9/15 after [redacted]'s contact. UPS only informed us on 12/18/15 completion of this investigation and provided us another documentation this was not found (see attached file: R6V217_91_XXXXXXX.pdf).
Based on this, we have processed a replacement for [redacted] but he has updated his delivery to be picked up at: UPS Access Point possession on 12/23/15. We are sending a reminder to have this picked up by the due date. See details below.
Package Must be Picked up By:
Wednesday, 12/30/2015
UPS Access PointTM Location:
[redacted]@GMAIL.COM
[redacted] S [redacted] ST
[redacted] XXXXX
Best regards,
Logitech Inc
Final Consumer Response /* (2000, 19, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I do have received the notification, and picked up the package by myself. Thanks for the cooperation, and I really appreciate the help from Revdex.com.
Initial Business Response /* (1000, 5, 2015/05/07) */
Logitech understands [redacted]' complaint due to his Logitech Wireless Gaming Headset G930 but all support claims must go through the troubleshooting before anything more can be done. Based on the current case notes, a replacement process has...
already begun. The replacement has already been mailed out on 5/6/15 under UPS tracking number: 1ZR6VXXXXXXXXXXXXX. There is no refund that can be offered at this time for his warranty claim.
We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more then happy to send back the headset at my own expense if I can get a refund.
Final Business Response /* (4000, 9, 2015/05/14) */
Logitech has replaced [redacted]' unit but no refund will be granted for his warranty claim.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So I am to deal with a known defect until it breaks again? How many times will I have to replace my headset due to a broken micro sub charging port? Facts are you guys made defective product and are still trying to get rid of it, it's not question of if the product will fail it's a when will the product fail and due to weak soldering of the micro sub port on the board.
Case #: [redacted]
Logitech appreciates [redacted] feedback. We apologize [redacted] is not satisfied with the replacement product sent and for the delay of our reply. If [redacted] provides Logitech with a copy of the sales receipt or dated itemized receipt and if his product is still...
covered within the warranty period, we will process a refund for the price paid, provided that the hardware is returned to the location designated by Logitech via the pre-paid shipping label we will prepare on this effect.
Complaint: [redacted]I am rejecting this response because: apr 13 my warranty request was approved by Logitech. The purchase receipt from [redacted] said new. I notified Logitech as soon as it broke down. Are most sales from [redacted] third party. How does an innocent party know if it is not new ? It was sealed. This item has a known defect which LOGITECH IS AWARE OF AND THEY SHOULD HONOR WARRANTY.Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11500630, and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/07) */
Logitech apologizes to [redacted] for the delay to his warranty replacement for the Wireless Gaming Headset G930. Unfortunately, his return of his defective unit back to our return center has been delayed due to the Independence holiday as per...
his the UPS tracking information: 1ZAXXXXXXXXXXXXXXX. UPS was closed on Friday July 3rd. A UPS update will be advised soon once this will be delivered to us.
We will release his warranty replacement once his defective unit has been received and confirmed. It should take within 5- 7 business days to arrive to him. A new tracking number will be emailed to [redacted] for his replacement once this has been released. We suggest to monitor this deliver as well as we are not responsible for UPS activity. If there are any concerns on the UPS status for his deliveries, [redacted] should contact Logitech to check on the status of his deliver.
We apologize for this delay and inconvenience this may have caused.
Regards,
Logitech Inc.
Initial Business Response /* (1000, 5, 2015/07/14) */
Logitech strives to provide high quality products, and regrets that [redacted] has had this experience with his one security camera and that the troubleshooting steps did not assist him. Logitech points out that it has a generous warranty. ...
Logitech regrets that [redacted]'s security camera became inoperable after the warranty period had passed [redacted] Logitech's warranty cannot extend indefinitely and we also do not have an authorized repair center to fix our products. This product carries a one-year warranty and based on their product information, this expired mid-2014.
We apologize for this inconvenience.
Sincerest regards,
Logitech Inc
Dear Mr. [redacted],
Logitech understands your concern and are happy to confirm that, as informed by our Escalation Manager today, your refund is being processed already. As discussed, we will process the refund for the repair and for the keyboard case. The refund order has already been created with...
the total refund amount is $558.55. Our Escalation Manager will contact you again inform him again once the fund is available for collection.
We appreciate your feedback and cooperation.
Warm regards,Logitech Customer Care[redacted]
Initial Business Response /* (1000, 5, 2016/01/28) */
Logitech apologizes for any inconvenience caused to [redacted] on the resolution of his case.
We suggest our customers not to open multiple cases since this makes it difficult for us to follow-up and the same information is requested...
multiple times. We apologize for any inconveniences causee by this.
We already received Liqi Zhou shipping address and product information and we will honor his warranty request and will send a functional mouse as requested.
Logitech appreciates [redacted] patience on this process.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Logitech contacted me with a quick replacement.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
Logitech apologizes to [redacted]'s for any inconvenience during his interaction for his G19s Gaming Keyboard warranty claim. Regarding his issue, we thank him for providing the purchase information we required but looking into the...
information received, there is some contradicting information that we deemed invalid to move forward with his warranty claim.
Amazon has validated [redacted]'s purchase was bought as 'Used' and not 'New'. Per our 'Limited Hardware Warranty' policy, this is not covered. At this time, we cannot honor sending a replacement gaming keyboard for his warranty claim.
We regret any inconvenience to [redacted], but his recourse is now through the reseller in which [redacted] has purchased this unit from.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I didn't know it was classified as a USED product. I was malformed. I still Hate how logitech treated me with all the delays and Lies. I will remove my complaint but I will still never recommend logitech as a good company to buy any hardware from. My credit card will handle it from here. good day
Dear [redacted],Jaybird is sorry to hear we've failed to meet your expectations in the way your request was handled.Our Jaybird Customer Experience Team will be reaching out to you shortly to work on a satisfactory resolution with you. We appreciate your feedback, patience and cooperation. Best...
regards, Jaybird Customer Experience Team [redacted]
Dear **. [redacted],This letter is regarding the Revdex.com Complaint you submitted on June 2nd. Before even attempting to explain the reasons leading to this unintended mistake, we would like to sincerely apologize to you for any inconvenience this may have caused.At Logitech, customer satisfaction is...
something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.After a thorough review of your case, we have managed to pinpoint the reasons leading to this error. Our product MX Anywhere 2 was not missing from our list of exclusions. This is clearly a mistake from our side and we take full responsibility for it.In our attempt to serve you better and retain you as one of our valuable customers, we are going to provide you a discount code for the purchase of the MX Anywhere 2. Our Escalation Manager will be contacting you shortly to coordinate on this. We hope you find these actions satisfactory and up to your expectations. This is the least that we can do to address the unintentional inconveniences that we caused.Sincerely,Logitech[redacted]