Initial Business Response /* (1000, 5, 2015/11/04) */
Logitech apologizes sincerely to [redacted] for his delay of his warranty replacement. We have approved his replacement unit today for a UPS 2nd day delivery for his inconvenience. [redacted] should be receiving an email with a UPS...
tracking number within 24 hours. [redacted] is recommended to monitor this delivery as our deliveries are done with no signature required.
If there are anymore concerns or questions, he will need to contact support for further directions.
We again apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/22) */
Logitech apologizes to [redacted] for his inconvenience with his Logitech Cordless Desktop MX5500. Logitech's policy and practice is to usually provide a comparable replacement unit under their warranty claim if the unit has been deemed...
defective.
We have already approved our comparable replacement unit made for what [redacted] purchased. Unfortunately, Logitech is not obligated to provide additional replacements that add up to what was purchased from a third-party reseller. [redacted] purchased this unit from an Amazon marketplace reseller paying almost double our MSRP retail price. We have made an exception only for his case and we have stated in his case to receive one additional unit. All terms have been stated in his case notes. We cannot honor to send three different units.
If he wishes to continue with this process, he will need to contact Logitech support or respond to the support email that he received in order to complete his warranty replacement. We will also require this supposed defective unit to be returned to our return center before we can release his replacement(s).
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/10/27) */
Logitech is happy to assist [redacted] with a warranty replacement as long as all requirements are provided to Logitech before a replacement can be released. The receipt in which [redacted] has provided in invalid to what was purchased according to...
Amazon. If he wishes to pursue this claim, please contact Amazon for details or another copy of his proof-of-purchase. Also, a return of the supposed defective unit must be returned to our return center.
If [redacted] wishes to continue with this warranty claim, please contact our support number at X-XXX-XXX-XXXX and reference #XXXXXXXX for additional support.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So if I return my bad item, I still won't get a replacement?
Final Business Response /* (4000, 9, 2015/11/03) */
Before [redacted] can be approved to receive a replacement from Logitech, we will need a valid copy of his proof-of-purchase for his Performance Mouse MX from Amazon. The Amazon invoice information that [redacted] has provided did not have his information for this Logitech product purchase. This was validated by Amazon themselves.
We recommend for [redacted] to contact Amazon immediately for a valid copy of his purchase. Please do not return the supposed defective unit as this will be rejected and returned.
For further concerns or questions, please contact our support team and refer to case number: XXXXXXXX. This will allow us to quickly find the contact history when needed.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand why the serial number can't be used to validate it. Every other company does it this way. Logitech, may I have your take on this?
Logitech apologizes for the delay on the reply to [redacted] communication and we’re happy to confirm that the replacement device was already sent via the [redacted] tracking number [redacted] and delivered on Thursday, 17/11/2016 at 10:16 A.M, left at the Front Desk and...
received by [redacted]. An email confirmation was sent yesterday by our Agent and If [redacted] needs additional assistance, Logitech will be very happy to assist him in his concerns.
Initial Business Response /* (1000, 5, 2015/09/24) */
Mr. [redacted] accepted in written on September 12th, 2015 that he would accept the Z313 Speakers : "if the Z313 speaker is the only thing that you're willing to replace it with, then that's fine".
Logitech can fulfilled this promise...
through the Order O-XXXXXX that will be delivered by UPS with the Tracking Number 1ZAXXXXXXXXXXXXXXX.
Logitech already fulfilled customer's written agreement."
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was under pressure to accept whatever was offered because I was told only a replacement worth MSRP $30 would be offered (which makes no sense, nothing is $30 and nobody pays MSRP on these products) or nothing would be offered. I made it really clear in the exchange that I wasn't pleased with what was being offered. Honesty, a Z313 isn't even a headphone and shouldn't even be offered. I picked it because it was the only thing I could pick because that was the only thing in the MSRP $30 price range, so I more or less had to pick it because I was pressured into it. I did request either a G933 or UE900s before that (which is what the replacement should be. Why would you replace a headphone with a speaker or anything else?). Why can't you just repair the headphones? I know you said no more were in stock, but it shouldn't be too hard to replace the headband...
Final Business Response /* (4000, 10, 2015/10/07) */
As stated in current case responses to [redacted], the options Logitech offered are 1) USB Headset H540, 2) G230 Stereo Gaming Headset or 3) a refund. We cannot offer anything higher in price as what De[redacted] purchased was from a liquidator reseller purchased at a very deep discount compared to our MSRP price of $199.99.
Under Logitech's 'Limited Hardware Warranty' (http://www.logitech.com/en-us/footer/terms-of-use/&id=3101) under remedies, states our policy and we have made a generous exception already in [redacted]'s case.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 12, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company won't replace or repair the headphones, nor would they replace it with a equivalent product of equivalent performance. Just because I bought the product on clearance doesn't relieve the company of providing adequate warranty services. I would not have bought a H540 headset or a G230 headset for the price I paid for the UE6000. Also, the UE6000 never sold for MSRP. Why does it matter if I bought it for under MSRP? None of Logitech's products are ever listed as MSRP. For example the $30 (on Amazon) speakers I was offered has an MSRP of $100, but it never even sold for that price. It was always selling for $30.
Initial Business Response /* (1000, 5, 2015/12/01) */
Logitech understands [redacted]'s complaint regarding this Logitech Wireless Gaming Headset G930. We can offer to send the same replacement gaming headset or of another gaming headset similar in value as his warranty claim replacement. We have...
also offered a better upgrade to his Gaming headset as a replacement since he did not want his current product. We will not offer a refund for his purchase.
There are further instructions on how to receive this warranty replacement. Please refer to case number: XXXXXXXX.
We apologize for this inconvenience.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept a full refund, not a replacement, because I have already received a replacement which failed in the EXACT same way ALMOST EXACTLY the same amount of time after the original had, so there is clearly a problem with the entire G930 line. I dispute logitech's claim that they offered me an "upgrade"I purchased a G930, not a different headset, so since they cannot manage to produce a working G930 I will only accept a full refund.
Final Business Response /* (4000, 10, 2015/12/10) */
As we have stated before, we will only honor to replace with the same unit or an upgrade for [redacted]'s unit which would be the G933 Artemis Spectrum Wireless 7.1 Surround Sound Gaming Headset. Refund is still denied as [redacted] has only received one replacement from us. All requirements to receive this replacement is still the same. For further instructions, please refer to case number: XXXXXXXX.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 12, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated before, I will not accept another replacement because Logitech is committing fraud by deliberately selling a product line where the entire line suffers from the same issue that causes it to fail in the exact same way in the same amount of time after purchase/receipt. I will only accept a full refund, and will now be filing a lawsuit against Logitech in small claims court for damages.
Initial Business Response /* (1000, 5, 2015/11/18) */
Logitech apologizes to [redacted] for the inconvenience in not getting the correct replacement for her Logitech Combo. We have approved to release a replacement combo with a Logitech Wireless Wave Plus Combo MK560. This should be delivered...
on 11/19/15 under UPS tracking number: 1ZR6VXXXXXXXXXXXXX.
Once [redacted] receives this new replacement, please use our prepaid UPS shipping label that was sent via email by UPS. This was created under: 1ZAXXXXXXXXXXXXXXX to return this defective unit. We appreciate this cooperation.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied at this point. I received a replacement that appears to be new and working as its supposed to.
Initial Business Response /* (1000, 5, 2015/09/21) */
Logitech sincerely apologizes to [redacted] for their issue with these Alert cameras and for the delays in responding to their case. We are sad they have experienced break in's at their property.
It seems that our support team has...
already assisted [redacted] and her husband with their Alert camera set-up. It seems they have isolated the issue.
We will now consider this case closed. If there are still any further issues with their security cameras and wish for additional advise, they are welcome to contact our support team at X-XXX-XXX-XXXX; please refer to case number: XXXXXXXX when contacting our customer support line.
Regards,
Logitech Inc
Initial Business Response /* (1000, 6, 2016/02/01) */
Logitech sincerely apologizes to [redacted] for the long delays in responding to the warranty claim. Our support team has been in recent contact with this customer and a warranty RMA has been processed and approved already. A UPS tracking...
number will be provided shortly after it's been generated in the system.
We thank you for your patience.
Regards,
Logitech
Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/04) */
Logitech apologizes for any inconvenience or delays to [redacted] regarding his Alert Security cameras. Logitech strives to provide high quality products. Logitech denies that there is a systemic issue with our Alert Security cameras, and...
points out we have a generous warranty. Logitech attempts to assist with troubleshooting before we can approve a replacement. [redacted] one defective unit is to arrive at our return center on 8/6/15. At that time, we will validate the return and release a replacement. No refund can be offered at this time.
[redacted]'s warranty has already past and we are already making an exception to replace this camera.
We apologize for any inconveniences.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech's position that they are making an exception as the camera they are replacing is out of warranty is simply outrageous. That camera was a replacement for a camera that was defective within days for purchase. I had to wait months to replace that camera because they had discontinued the product and had no replacement items! When they finally sent me a replacement it was INOPERATIVE out of the box. Now they have the gall to claim it is out of warranty!
I purchased 8 cameras. One was defective out of the box and was replaced by Amazon. Then 6 cameras failed and were just replaced after waiting for many months. Now one of the replacements has failed. That means that in total that in total I have received 15 cameras, 8 of which have been defective (in the unlikely event that the replacement cameras they just sent me do not fail. That is a ridiculous failure rate. Furthermore, a short look at Amazon reviews of the product shows that 40% of customers gave the product 1 star as it failed. See link: http://www.amazon.com/Logitech-[redacted]
It is simply not credible that there is not a systemic quality problem with this product.
When I purchased these cameras in Spring 2014, I expected to have an operative security system for my home. I HAVE NOT HAD ALL 8 CAMERAS OPERATIVE AT ALL DURING THAT TIME! Furthermore, I continue to get charged for using the Logitech commander software that is required to use the cameras properly.
The correct and elegant response would be for Logitech to refund these cameras that simply do not work as advertised. I have yet to get any value from them despite paying almost $2000 for them.
Failing that, as they appear to have great confidence in their product, I would suggest they give me a 5 year warranty for these cameras and provide me the Commander software for free for 5 years in recognition that I have never had a fully working system to date due to Logitech's quality issues. In this way, if the quality is as good as they now position it to be, it will no cost Logitech any money.
Final Business Response /* (4000, 9, 2015/08/13) */
Logitech apologizes to [redacted] for his inconvenience but at this time, we can only extend his warranty up to a year due to our stock delays and delayed responses. Logitech cannot extend our warranty indefinitely. All notes of this claim and his warranty has already been included on his case under: SF XXXXXXXX. No refund will be approved at this time.
Apologies to [redacted].
Regards,
Logitech Inc
Complaint: [redacted]I am rejecting this response because: No apology is acceptable from this company after what I have gone through with them. There communication with the customer is horrible. Also they refused to respond to my Revdex.com complaint until 2 months later. Unacceptable! I will be persuing further lawful action against the company!
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/29) */
Customer [redacted] purchased his Logitech G400s Gaming Mouse from the vendor, [redacted]. Using the information supplied by [redacted], Logitech confirmed his purchase with [redacted], and was told by [redacted] that [redacted]'s mouse was a...
refurbished product. (See attached invoice and chat discussion transcript.) Refurbished products are not covered under Logitech's Limited Hardware Warranty (http://www.logitech.com/en-us/footer/terms-of-use/&id=3101 - "Logitech warrants to the original purchaser . . . ").
In light of [redacted]'s Revdex.com complaint, Logitech again reached out to [redacted] has now told Logitech that its previous confirmation was in error, and that [redacted] did indeed purchase a new Logitech mouse.
Given this new information, [redacted]'s mouse is covered by Logitech's warranty, and Logitech will honor its warranty and replace the mouse. Logitech has contacted [redacted] and worked out the replacement details.
Logitech strives to provide excellent customer service, and regrets any inconvenience to [redacted].
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please re-read the reply from Logitech. They confirmed everything is order, however, as of a few days ago this is not the case anymore. I am very happy I was not hasty to close this Revdex.com case and accept their reply because they reneged on their offer to serve the warranty once my g400s mouse arrived at their offices.
Since my last entry:
The customer service representative at [redacted].com did reply again to the case and stating again that the unit I received was new in box. We were all on the same page, finally on Sept 29th, and my warranty was approved by '[redacted]. of Logitech Corporate Escalations - USA' and I was supplied a shipping label to sent it back to Logitech.
"Dear [redacted],
Based on the confirmation of [redacted] from [redacted], that the documentation on their website and the live chat are both wrong in regards to the condition of the G400s gaming mouse you've bought, we will now go ahead with the process of exchange to provide a new replacement.
Since the G400s gaming mouse has been discontinued the current model we have as replacement will be the G402 gaming mouse, see http://gaming.logitech.com/en-us/product/g402-hyperion-fury-fps-gaming-mouse.
A pre-paid shipping label will be provided to you by UPS for the return of the defective G400s and once received by our Return Center and verified the new replacement will be sent out.
The label will be emailed by UPS and need to be printed out and attached to the box you'll use for the G400s mouse. Then drop it off to the nearest UPS store.
The shipping address we have on file is [redacted]
Kind Regards,
[redacted].
Corporate Escalations - USA
[redacted]
www.Logitech.com
_
www.Logitech.com/en-us/contact"
The UPS tracking # [redacted].
The next day, on Sept 30th, I look around at some of their other models and saw the G502 model is a better fit. I asked to be upgraded and they obliged:
"Hello,
Thank you. Since the G400s body style is discontinued and is not something you can offer, I took a long look at the G402 along with all of the other mice in Logitech's lineup since I have not used any of your newer units. Although I'm not really thrilled with any of the mice you currently produce (the thumb button!), and after reading several reviews/comparisons, the consensus is that the G502 has the closest body to the G5/MX518/G400s style that I have been using for 10 years. Is the G502 something you can offer me as a replacement?
Thank you for your correspondence.I will have this mouse in the mail by the end of the week."
The reply where "[redacted]. of Logitech Corporate Escalations - USA" accepted:
"Dear [redacted],
We'll provide the G502 gaming mouse as a one time exception for you.
Kind Regards,
[redacted].
Corporate Escalations - USA
[redacted]
www.Logitech.com
_
www.Logitech.com/en-us/contact"
That was the last correspondence before the package containing my g400s mouse was sent out and was received by Logitech on Wednesday, 10/07/2015 at 9:40 A.M. as proven by [redacted]
On Thu, Oct 8, 2015 at 12:33 PM I received a response from Logitech's '[redacted]' stating that the mouse is a supposedly a refurbished (funny, since it has been proven and accepted otherwise by this point) unit and is not covered under their warranty:
"... At this time, no replacement will be released to you because this was confirmed refurbished. The only option we have now for you is to return your device back to you or we can scrap it for you? ..."
Neither of their proposed options are acceptable since upon sending in the mouse I was told I receive a replacement mouse in return. I was baited in to sending in my mouse and now the offer is being switched to an unfair and impossible ultimatum. Although their offer to destroy MY mouse and receive NOTHING in return is very tempting, I assured them that I will not consent to it and as long as they are not serving my warranty that mouse is still my property and damaging it in any way would be considered intentional property damage. They are holding it hostage.
My response to [redacted] on Fri, Oct 9, 2015 at 9:36 AM in reply to her offer to destroy my mouse:
"... Unfortunately the two options you have provided me are not to my satisfaction. I would like to stick to the original plan, as sent to me on Wed, Sep 30, 2015 at 1:23 PM my local time, "We'll provide the G502 gaming mouse as a one time exception for you."
As advised by my lawyer, I would like to remind you that your warranty is a legal binding contract between the manufacturer and the consumer. Furthermore, if you are not replacing my mouse as promised, it it still my property, and without my consent damaging it/scraping it would be intentional property damage. You are free to return the mouse to my address on file ([redacted]) but that will not count as serving my warranty - you will still be responsible for that. ..."
To update what I would like from the company: I originally wanted a g400s mouse as a replacement, but as agreed to via email, I am now wanting the g502 mouse promised to me. Due to the 60+ days Logitech has been jerking me around I will not consider anything else. Again, I am only asking what I am promised and deserve.
Unless the next response from Logitech is a shipping & tracking # for my g502 mouse I will consider this case ready for Revdex.com mediation. At that time I will provide all approx. 70 email correspondence between Logitech support and myself as proof along with a few recorded phone conversations.
Final Business Response /* (4000, 9, 2015/10/16) */
Logitech has consulted with their Legal Dept. Logitech will be returning [redacted]'s G400s mouse via UPS with a tracking number. Once tracking number has been confirmed, we will provide and email this information to [redacted] within his case.
The confusion over whether [redacted]'s mouse was new or refurbished was resolved when Logitech received the mouse. As we have stated in an October 8th email, the gaming mouse has a QC sticker which clearly indicates that it is a refurbished mouse, and Logitech's warranty does not cover refurbished products. We regret any inconvenience to [redacted], but the recourse is through [redacted] only, the entity from which [redacted] purchased their refurbished mouse.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please escalate this case to Revdex.com mediation. [redacted] CS and I have provided enough information for my warranty to be served and there's nothing else I can do or provide.
Initial Business Response /* (1000, 6, 2015/11/06) */
Logitech sincerely apologizes to [redacted] for the delay on his warranty replacement for his Logitech S150 Digital USB Speaker System. An escalation agent is taking care of [redacted] claim. His warranty replacement has been approved and...
and will be expedited so that he will have this sooner.
Again, apologies to [redacted] for this delay.
Best Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response.
I have been in contact with[redacted] S., since my last message. I am still waiting to receive a tracking number for the replacement.
I would like to keep the case open until I receive the warranty replacement and can verify that the product is working as intended.
Thank you.
Regards,
[redacted]
Final Business Response /* (4000, 11, 2015/11/13) */
Logitech has confirmed the receipt of [redacted]'s replacement product has arrived on 11/12/15 under 1ZR6VXXXXXXXXXXXXX and the product is working for him. We will now close his case.
Initial Business Response /* (1000, 5, 2015/12/16) */
Logitech understands [redacted] complaint regarding his Logitech UE Boom speaker. We also apologize for any delays to his warranty claim.
We are able to approve a replacement but not a refund. A UPS prepaid label has already been...
created under tracking number: 1ZAXXXXXXXXXXXXXXX to return this unit back to our return center. We are making an exception by approving the release of this replacement once we see that the UPS site shows return activity.
If there are further questions or concerns, please refer to case number: XXXXXXXX when contacting our support team.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was originally told by supervisor Hill that will be sending my speaker out immediately. Then a second message saying once ups receives the speaker I have then we will ship out a speaker to you. They also refused to pay for my expenses of having to ship the speaker the first time. Plus the fact that when I received the broken speaker I was ignored for an entire week. They only responded to me after I made a complaint with the Revdex.com.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/05) */
Logitech again apologizes for this delay. This RMA was released early as stated by Hills. Once we can see UPS information showing two-day transit status, we released this RMA order on December 23, 2015. Due to the holiday season and many orders going out during this timeframe, our warehouse was not able to release this RMA order to UPS till December 28th.
[redacted]'s replacement was delivered on December 30, 2015 at 11:36am two days after it was sent to UPS for delivery under tracking number: 1ZR6VXXXXXXXXXXXXX.
Best regards,
Logitech Inc
NOTE: We did not get this message from Revdex.com till 1/5/16 stating it was bumped because of the holiday.
Final Consumer Response /* (4200, 11, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hills lied to me multiple times. First he said he will be sending the new speaker out right away. He also told me once I put my broken unit in ups, they would send out the new one. He did not do that . He also told me that the black speakers have been discontinued but yet I received a brand new black speaker.
Initial Business Response /* (1000, 6, 2015/10/26) */
Logitech apologizes to [redacted] for the delays to his warranty replacement claim. We have already issued a new replacement and this is being sent via UPS under tracking number: 1ZR6VXXXXXXXXXXXXX. This will arrive Tuesday by end of day...
10/27/15. We encourage to monitor this delivery.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 9, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The replacement device arrived on tuesday and all tests indicate that the replacement device is functioning properly.
Initial Business Response /* (1000, 5, 2015/06/12) */
Logitech understands [redacted]'s complaint but we have a policy to review the details of their warranty claim based on our option as per our 'Limited Hardware Warranty'.
As for stating the comparable pricing from our website, the...
price of our G35 Surround Sound Headset is a promotional price that will only last till June 14, 2015. Our regular price is $129.99 USD. This is why our support agent is required to look into this replacement request before it can be approved.
Logitech is making an exception for the replacement request. [redacted]'s will need to contact our customer support for further details, as the supposed defective unit will need to be returned before we can release the replacement unit. Please refer to case #XXXXXXXX.
Thank you for your patience in our process.
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/09/08) */
Logitech apologizes to [redacted] for the delayed responses for his warranty claim. There might have been an issue with our IVR and we are currently checking into this. [redacted]'s case was forward to a team member who is now...
handling his issue.
Please refer to case number: XXXXXXXX. We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fix your telephone system !!
Initial Business Response /* (1000, 5, 2015/08/18) */
Logitech's markdowns can change at anytime. Logitech is not obligated to honor any discounts if the order was not completed. [redacted] never placed an order for this gaming mouse for us to investigate when this was actually...
purchased.
As this time, we will honor a one-time exception for [redacted] to purchase one G700s Rechargeable Gaming Mouse only. [redacted] will need to contact our support number. Details will be provided on this case on how to receive this discount on the G700s Rechargeable Gaming Mouse.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the company's response above, Logitech stated they would honor a one time exception for me to purchase the item. However, after speaking with the customer service representative, the most they were willing to offer me was a 50% off coupon which was is not satisfactory in my opinion as it is still $20 more than what I could have purchased the item for if the webpage was functioning properly. The item is routinely sold on sale for $50 so I do not consider this issue resolved.
I would also like to state for the record that Logitech continues to provide misleading information on what occurred. They feel that because I did not place the order, that they should not honor the price. They seem unwilling or unable to understand that I contacting their customer service representative by phone during the ordering process. If the policy was that I had to place the order, then the question is why did their customer service representative not request that I place the order? Why didn't customer service ask that I take a screenshot which was their prior excuse for not honoring the price? Usually, reputable companies either honor the price without question given the circumstances or at least are smart enough to request the necessary information at the time of purchase and ask for customer support to avoid these issues. Logitech has the absolute worst customer service I have ever experienced and they continue to be combative about this issue even when I, as the customer felt I was doing what a reasonable consumer would do in this situation which is to call their customer service and request guidance during the ordering process. This is absolutely ridiculous.
Final Business Response /* (4000, 9, 2015/09/03) */
We apologize to [redacted] during this transaction but this is all Logitech can offer on this gaming mouse. Our website's retail price for this G700s Rechargeable Gaming Mouse is $99.99 and receiving 50% off is sufficient enough to offer even though our discount price has expired already. We have made this exception for [redacted] even if an order was not placed yet.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech and I are just disagree. Not sure what more can come of this.
Initial Business Response /* (1000, 5, 2015/11/18) */
Logitech apologizes to [redacted] for his inconvenience regarding our RMA warranty policies. [redacted] has been approved for a warranty replacement already but in order for us to release his replacement, he will need to...
return the supposed defective unit back to our return center first. Once verified this was returned, we will release his replacement. We do not advance replacements to our customers as this is a company policy. Once agreed, our escalation team will provide [redacted] a UPS prepaid shipping label for his convenience.
If he wishes to continue with this process, please contact support with case: XXXXXXXX or reply to his case response and we will begin to process his replacement process.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the item is not "Supposed Defective" It is clearly defective and is verifiable as such via the photographic evidence provided to Logitech during the initial phase of contact with the company.
Also saying its company policy not to replace a defective item before it is returned may be true how ever as noted in previous complaints filed against the company with the Revdex.com have shown, the company makes exceptions to this "Policy" which considering the circumstances of the entire complaint I feel and should be granted this exception as well.
This is not a webcam, or speakers, or headset. This is a keyboard which cost $199.99 plus tax and is vital to the computer system's most basic operation.
I cannot and will not be forced to purchase another keyboard or loose all use of my computer just to further this warranty claim.
The company has offered to "Expedite" shipping a replacement of lesser quality and price, how ever that is based on them receiving the defective product back to their warehouse prior to this being granted. As has been shown in several other complaints filed with the Revdex.com, Logitech is not reliable in receiving items back to their warehouse in a timely manner. It has been noted in numerous complaints that items were shipped with tracking information back to the company and either misplaced, never checked in, or improperly checked in resulting in substantial delays to replacing defective items for consumers.
As such I will not be able to in good faith trust Logitech to handle this warranty exchange in a timely manner and therefore refuse to accept the proposed resolution from the company.
Final Business Response /* (4000, 9, 2015/12/11) */
[redacted] does not want to continue with his warranty claim but we understand his complaint regarding our return RMA process. All companies have their own procedure and this is ours. Logitech requires the unit to be returned based on this priced unit.
If he wishes to continue with this process, he will need to contact our support team to refer to history case notes: XXXXXXXX and we will continue to process his replacement process.
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/09/04) */
Logitech apologizes to [redacted] for the long delays in receiving assistance with his Logitech Wireless Gaming Headset G930. Logitech strives to provide high quality products and regrets that [redacted] has had this experience with his...
gaming headset.
We have assigned an escalation manager to assist with [redacted]' warranty claim. They will require additional confirmation to begin processing for this replacement. If he has not heard back from them, please contact our support number X-XXX-XXX-XXXX and refer to case number: XXXXXXXX and they will see all related updates to his case notes.
Thank you for this understanding...
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/11/04) */
Logitech apologizes sincerely to [redacted] for his delay of his warranty replacement. We have approved his replacement unit today for a UPS 2nd day delivery for his inconvenience. [redacted] should be receiving an email with a UPS...
tracking number within 24 hours. [redacted] is recommended to monitor this delivery as our deliveries are done with no signature required.
If there are anymore concerns or questions, he will need to contact support for further directions.
We again apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/22) */
Logitech apologizes to [redacted] for his inconvenience with his Logitech Cordless Desktop MX5500. Logitech's policy and practice is to usually provide a comparable replacement unit under their warranty claim if the unit has been deemed...
defective.
We have already approved our comparable replacement unit made for what [redacted] purchased. Unfortunately, Logitech is not obligated to provide additional replacements that add up to what was purchased from a third-party reseller. [redacted] purchased this unit from an Amazon marketplace reseller paying almost double our MSRP retail price. We have made an exception only for his case and we have stated in his case to receive one additional unit. All terms have been stated in his case notes. We cannot honor to send three different units.
If he wishes to continue with this process, he will need to contact Logitech support or respond to the support email that he received in order to complete his warranty replacement. We will also require this supposed defective unit to be returned to our return center before we can release his replacement(s).
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/10/27) */
Logitech is happy to assist [redacted] with a warranty replacement as long as all requirements are provided to Logitech before a replacement can be released. The receipt in which [redacted] has provided in invalid to what was purchased according to...
Amazon. If he wishes to pursue this claim, please contact Amazon for details or another copy of his proof-of-purchase. Also, a return of the supposed defective unit must be returned to our return center.
If [redacted] wishes to continue with this warranty claim, please contact our support number at X-XXX-XXX-XXXX and reference #XXXXXXXX for additional support.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So if I return my bad item, I still won't get a replacement?
Final Business Response /* (4000, 9, 2015/11/03) */
Before [redacted] can be approved to receive a replacement from Logitech, we will need a valid copy of his proof-of-purchase for his Performance Mouse MX from Amazon. The Amazon invoice information that [redacted] has provided did not have his information for this Logitech product purchase. This was validated by Amazon themselves.
We recommend for [redacted] to contact Amazon immediately for a valid copy of his purchase. Please do not return the supposed defective unit as this will be rejected and returned.
For further concerns or questions, please contact our support team and refer to case number: XXXXXXXX. This will allow us to quickly find the contact history when needed.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand why the serial number can't be used to validate it. Every other company does it this way. Logitech, may I have your take on this?
Case #: [redacted]
Logitech apologizes for the delay on the reply to [redacted] communication and we’re happy to confirm that the replacement device was already sent via the [redacted] tracking number [redacted] and delivered on Thursday, 17/11/2016 at 10:16 A.M, left at the Front Desk and...
received by [redacted]. An email confirmation was sent yesterday by our Agent and If [redacted] needs additional assistance, Logitech will be very happy to assist him in his concerns.
Initial Business Response /* (1000, 5, 2015/09/24) */
Mr. [redacted] accepted in written on September 12th, 2015 that he would accept the Z313 Speakers : "if the Z313 speaker is the only thing that you're willing to replace it with, then that's fine".
Logitech can fulfilled this promise...
through the Order O-XXXXXX that will be delivered by UPS with the Tracking Number 1ZAXXXXXXXXXXXXXXX.
Logitech already fulfilled customer's written agreement."
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was under pressure to accept whatever was offered because I was told only a replacement worth MSRP $30 would be offered (which makes no sense, nothing is $30 and nobody pays MSRP on these products) or nothing would be offered. I made it really clear in the exchange that I wasn't pleased with what was being offered. Honesty, a Z313 isn't even a headphone and shouldn't even be offered. I picked it because it was the only thing I could pick because that was the only thing in the MSRP $30 price range, so I more or less had to pick it because I was pressured into it. I did request either a G933 or UE900s before that (which is what the replacement should be. Why would you replace a headphone with a speaker or anything else?). Why can't you just repair the headphones? I know you said no more were in stock, but it shouldn't be too hard to replace the headband...
Final Business Response /* (4000, 10, 2015/10/07) */
As stated in current case responses to [redacted], the options Logitech offered are 1) USB Headset H540, 2) G230 Stereo Gaming Headset or 3) a refund. We cannot offer anything higher in price as what De[redacted] purchased was from a liquidator reseller purchased at a very deep discount compared to our MSRP price of $199.99.
Under Logitech's 'Limited Hardware Warranty' (http://www.logitech.com/en-us/footer/terms-of-use/&id=3101) under remedies, states our policy and we have made a generous exception already in [redacted]'s case.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 12, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company won't replace or repair the headphones, nor would they replace it with a equivalent product of equivalent performance. Just because I bought the product on clearance doesn't relieve the company of providing adequate warranty services. I would not have bought a H540 headset or a G230 headset for the price I paid for the UE6000. Also, the UE6000 never sold for MSRP. Why does it matter if I bought it for under MSRP? None of Logitech's products are ever listed as MSRP. For example the $30 (on Amazon) speakers I was offered has an MSRP of $100, but it never even sold for that price. It was always selling for $30.
Initial Business Response /* (1000, 5, 2015/12/01) */
Logitech understands [redacted]'s complaint regarding this Logitech Wireless Gaming Headset G930. We can offer to send the same replacement gaming headset or of another gaming headset similar in value as his warranty claim replacement. We have...
also offered a better upgrade to his Gaming headset as a replacement since he did not want his current product. We will not offer a refund for his purchase.
There are further instructions on how to receive this warranty replacement. Please refer to case number: XXXXXXXX.
We apologize for this inconvenience.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept a full refund, not a replacement, because I have already received a replacement which failed in the EXACT same way ALMOST EXACTLY the same amount of time after the original had, so there is clearly a problem with the entire G930 line. I dispute logitech's claim that they offered me an "upgrade"I purchased a G930, not a different headset, so since they cannot manage to produce a working G930 I will only accept a full refund.
Final Business Response /* (4000, 10, 2015/12/10) */
As we have stated before, we will only honor to replace with the same unit or an upgrade for [redacted]'s unit which would be the G933 Artemis Spectrum Wireless 7.1 Surround Sound Gaming Headset. Refund is still denied as [redacted] has only received one replacement from us. All requirements to receive this replacement is still the same. For further instructions, please refer to case number: XXXXXXXX.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 12, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated before, I will not accept another replacement because Logitech is committing fraud by deliberately selling a product line where the entire line suffers from the same issue that causes it to fail in the exact same way in the same amount of time after purchase/receipt. I will only accept a full refund, and will now be filing a lawsuit against Logitech in small claims court for damages.
Initial Business Response /* (1000, 5, 2015/11/18) */
Logitech apologizes to [redacted] for the inconvenience in not getting the correct replacement for her Logitech Combo. We have approved to release a replacement combo with a Logitech Wireless Wave Plus Combo MK560. This should be delivered...
on 11/19/15 under UPS tracking number: 1ZR6VXXXXXXXXXXXXX.
Once [redacted] receives this new replacement, please use our prepaid UPS shipping label that was sent via email by UPS. This was created under: 1ZAXXXXXXXXXXXXXXX to return this defective unit. We appreciate this cooperation.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied at this point. I received a replacement that appears to be new and working as its supposed to.
Initial Business Response /* (1000, 5, 2015/09/21) */
Logitech sincerely apologizes to [redacted] for their issue with these Alert cameras and for the delays in responding to their case. We are sad they have experienced break in's at their property.
It seems that our support team has...
already assisted [redacted] and her husband with their Alert camera set-up. It seems they have isolated the issue.
We will now consider this case closed. If there are still any further issues with their security cameras and wish for additional advise, they are welcome to contact our support team at X-XXX-XXX-XXXX; please refer to case number: XXXXXXXX when contacting our customer support line.
Regards,
Logitech Inc
Initial Business Response /* (1000, 6, 2016/02/01) */
Logitech sincerely apologizes to [redacted] for the long delays in responding to the warranty claim. Our support team has been in recent contact with this customer and a warranty RMA has been processed and approved already. A UPS tracking...
number will be provided shortly after it's been generated in the system.
We thank you for your patience.
Regards,
Logitech
Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/04) */
Logitech apologizes for any inconvenience or delays to [redacted] regarding his Alert Security cameras. Logitech strives to provide high quality products. Logitech denies that there is a systemic issue with our Alert Security cameras, and...
points out we have a generous warranty. Logitech attempts to assist with troubleshooting before we can approve a replacement. [redacted] one defective unit is to arrive at our return center on 8/6/15. At that time, we will validate the return and release a replacement. No refund can be offered at this time.
[redacted]'s warranty has already past and we are already making an exception to replace this camera.
We apologize for any inconveniences.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech's position that they are making an exception as the camera they are replacing is out of warranty is simply outrageous. That camera was a replacement for a camera that was defective within days for purchase. I had to wait months to replace that camera because they had discontinued the product and had no replacement items! When they finally sent me a replacement it was INOPERATIVE out of the box. Now they have the gall to claim it is out of warranty!
I purchased 8 cameras. One was defective out of the box and was replaced by Amazon. Then 6 cameras failed and were just replaced after waiting for many months. Now one of the replacements has failed. That means that in total that in total I have received 15 cameras, 8 of which have been defective (in the unlikely event that the replacement cameras they just sent me do not fail. That is a ridiculous failure rate. Furthermore, a short look at Amazon reviews of the product shows that 40% of customers gave the product 1 star as it failed. See link: http://www.amazon.com/Logitech-[redacted]
It is simply not credible that there is not a systemic quality problem with this product.
When I purchased these cameras in Spring 2014, I expected to have an operative security system for my home. I HAVE NOT HAD ALL 8 CAMERAS OPERATIVE AT ALL DURING THAT TIME! Furthermore, I continue to get charged for using the Logitech commander software that is required to use the cameras properly.
The correct and elegant response would be for Logitech to refund these cameras that simply do not work as advertised. I have yet to get any value from them despite paying almost $2000 for them.
Failing that, as they appear to have great confidence in their product, I would suggest they give me a 5 year warranty for these cameras and provide me the Commander software for free for 5 years in recognition that I have never had a fully working system to date due to Logitech's quality issues. In this way, if the quality is as good as they now position it to be, it will no cost Logitech any money.
Final Business Response /* (4000, 9, 2015/08/13) */
Logitech apologizes to [redacted] for his inconvenience but at this time, we can only extend his warranty up to a year due to our stock delays and delayed responses. Logitech cannot extend our warranty indefinitely. All notes of this claim and his warranty has already been included on his case under: SF XXXXXXXX. No refund will be approved at this time.
Apologies to [redacted].
Regards,
Logitech Inc
Complaint: [redacted]I am rejecting this response because: No apology is acceptable from this company after what I have gone through with them. There communication with the customer is horrible. Also they refused to respond to my Revdex.com complaint until 2 months later. Unacceptable! I will be persuing further lawful action against the company!
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/29) */
Customer [redacted] purchased his Logitech G400s Gaming Mouse from the vendor, [redacted]. Using the information supplied by [redacted], Logitech confirmed his purchase with [redacted], and was told by [redacted] that [redacted]'s mouse was a...
refurbished product. (See attached invoice and chat discussion transcript.) Refurbished products are not covered under Logitech's Limited Hardware Warranty (http://www.logitech.com/en-us/footer/terms-of-use/&id=3101 - "Logitech warrants to the original purchaser . . . ").
In light of [redacted]'s Revdex.com complaint, Logitech again reached out to [redacted] has now told Logitech that its previous confirmation was in error, and that [redacted] did indeed purchase a new Logitech mouse.
Given this new information, [redacted]'s mouse is covered by Logitech's warranty, and Logitech will honor its warranty and replace the mouse. Logitech has contacted [redacted] and worked out the replacement details.
Logitech strives to provide excellent customer service, and regrets any inconvenience to [redacted].
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please re-read the reply from Logitech. They confirmed everything is order, however, as of a few days ago this is not the case anymore. I am very happy I was not hasty to close this Revdex.com case and accept their reply because they reneged on their offer to serve the warranty once my g400s mouse arrived at their offices.
Since my last entry:
The customer service representative at [redacted].com did reply again to the case and stating again that the unit I received was new in box. We were all on the same page, finally on Sept 29th, and my warranty was approved by '[redacted]. of Logitech Corporate Escalations - USA' and I was supplied a shipping label to sent it back to Logitech.
"Dear [redacted],
Based on the confirmation of [redacted] from [redacted], that the documentation on their website and the live chat are both wrong in regards to the condition of the G400s gaming mouse you've bought, we will now go ahead with the process of exchange to provide a new replacement.
Since the G400s gaming mouse has been discontinued the current model we have as replacement will be the G402 gaming mouse, see http://gaming.logitech.com/en-us/product/g402-hyperion-fury-fps-gaming-mouse.
A pre-paid shipping label will be provided to you by UPS for the return of the defective G400s and once received by our Return Center and verified the new replacement will be sent out.
The label will be emailed by UPS and need to be printed out and attached to the box you'll use for the G400s mouse. Then drop it off to the nearest UPS store.
The shipping address we have on file is [redacted]
Kind Regards,
[redacted].
Corporate Escalations - USA
[redacted]
www.Logitech.com
_
www.Logitech.com/en-us/contact"
The UPS tracking # [redacted].
The next day, on Sept 30th, I look around at some of their other models and saw the G502 model is a better fit. I asked to be upgraded and they obliged:
"Hello,
Thank you. Since the G400s body style is discontinued and is not something you can offer, I took a long look at the G402 along with all of the other mice in Logitech's lineup since I have not used any of your newer units. Although I'm not really thrilled with any of the mice you currently produce (the thumb button!), and after reading several reviews/comparisons, the consensus is that the G502 has the closest body to the G5/MX518/G400s style that I have been using for 10 years. Is the G502 something you can offer me as a replacement?
Thank you for your correspondence.I will have this mouse in the mail by the end of the week."
The reply where "[redacted]. of Logitech Corporate Escalations - USA" accepted:
"Dear [redacted],
We'll provide the G502 gaming mouse as a one time exception for you.
Kind Regards,
[redacted].
Corporate Escalations - USA
[redacted]
www.Logitech.com
_
www.Logitech.com/en-us/contact"
That was the last correspondence before the package containing my g400s mouse was sent out and was received by Logitech on Wednesday, 10/07/2015 at 9:40 A.M. as proven by [redacted]
On Thu, Oct 8, 2015 at 12:33 PM I received a response from Logitech's '[redacted]' stating that the mouse is a supposedly a refurbished (funny, since it has been proven and accepted otherwise by this point) unit and is not covered under their warranty:
"... At this time, no replacement will be released to you because this was confirmed refurbished. The only option we have now for you is to return your device back to you or we can scrap it for you? ..."
Neither of their proposed options are acceptable since upon sending in the mouse I was told I receive a replacement mouse in return. I was baited in to sending in my mouse and now the offer is being switched to an unfair and impossible ultimatum. Although their offer to destroy MY mouse and receive NOTHING in return is very tempting, I assured them that I will not consent to it and as long as they are not serving my warranty that mouse is still my property and damaging it in any way would be considered intentional property damage. They are holding it hostage.
My response to [redacted] on Fri, Oct 9, 2015 at 9:36 AM in reply to her offer to destroy my mouse:
"... Unfortunately the two options you have provided me are not to my satisfaction. I would like to stick to the original plan, as sent to me on Wed, Sep 30, 2015 at 1:23 PM my local time, "We'll provide the G502 gaming mouse as a one time exception for you."
As advised by my lawyer, I would like to remind you that your warranty is a legal binding contract between the manufacturer and the consumer. Furthermore, if you are not replacing my mouse as promised, it it still my property, and without my consent damaging it/scraping it would be intentional property damage. You are free to return the mouse to my address on file ([redacted]) but that will not count as serving my warranty - you will still be responsible for that. ..."
To update what I would like from the company: I originally wanted a g400s mouse as a replacement, but as agreed to via email, I am now wanting the g502 mouse promised to me. Due to the 60+ days Logitech has been jerking me around I will not consider anything else. Again, I am only asking what I am promised and deserve.
Unless the next response from Logitech is a shipping & tracking # for my g502 mouse I will consider this case ready for Revdex.com mediation. At that time I will provide all approx. 70 email correspondence between Logitech support and myself as proof along with a few recorded phone conversations.
Final Business Response /* (4000, 9, 2015/10/16) */
Logitech has consulted with their Legal Dept. Logitech will be returning [redacted]'s G400s mouse via UPS with a tracking number. Once tracking number has been confirmed, we will provide and email this information to [redacted] within his case.
The confusion over whether [redacted]'s mouse was new or refurbished was resolved when Logitech received the mouse. As we have stated in an October 8th email, the gaming mouse has a QC sticker which clearly indicates that it is a refurbished mouse, and Logitech's warranty does not cover refurbished products. We regret any inconvenience to [redacted], but the recourse is through [redacted] only, the entity from which [redacted] purchased their refurbished mouse.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please escalate this case to Revdex.com mediation. [redacted] CS and I have provided enough information for my warranty to be served and there's nothing else I can do or provide.
Initial Business Response /* (1000, 6, 2015/11/06) */
Logitech sincerely apologizes to [redacted] for the delay on his warranty replacement for his Logitech S150 Digital USB Speaker System. An escalation agent is taking care of [redacted] claim. His warranty replacement has been approved and...
and will be expedited so that he will have this sooner.
Again, apologies to [redacted] for this delay.
Best Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response.
I have been in contact with[redacted] S., since my last message. I am still waiting to receive a tracking number for the replacement.
I would like to keep the case open until I receive the warranty replacement and can verify that the product is working as intended.
Thank you.
Regards,
[redacted]
Final Business Response /* (4000, 11, 2015/11/13) */
Logitech has confirmed the receipt of [redacted]'s replacement product has arrived on 11/12/15 under 1ZR6VXXXXXXXXXXXXX and the product is working for him. We will now close his case.
Initial Business Response /* (1000, 5, 2015/12/16) */
Logitech understands [redacted] complaint regarding his Logitech UE Boom speaker. We also apologize for any delays to his warranty claim.
We are able to approve a replacement but not a refund. A UPS prepaid label has already been...
created under tracking number: 1ZAXXXXXXXXXXXXXXX to return this unit back to our return center. We are making an exception by approving the release of this replacement once we see that the UPS site shows return activity.
If there are further questions or concerns, please refer to case number: XXXXXXXX when contacting our support team.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was originally told by supervisor Hill that will be sending my speaker out immediately. Then a second message saying once ups receives the speaker I have then we will ship out a speaker to you. They also refused to pay for my expenses of having to ship the speaker the first time. Plus the fact that when I received the broken speaker I was ignored for an entire week. They only responded to me after I made a complaint with the Revdex.com.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/05) */
Logitech again apologizes for this delay. This RMA was released early as stated by Hills. Once we can see UPS information showing two-day transit status, we released this RMA order on December 23, 2015. Due to the holiday season and many orders going out during this timeframe, our warehouse was not able to release this RMA order to UPS till December 28th.
[redacted]'s replacement was delivered on December 30, 2015 at 11:36am two days after it was sent to UPS for delivery under tracking number: 1ZR6VXXXXXXXXXXXXX.
Best regards,
Logitech Inc
NOTE: We did not get this message from Revdex.com till 1/5/16 stating it was bumped because of the holiday.
Final Consumer Response /* (4200, 11, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hills lied to me multiple times. First he said he will be sending the new speaker out right away. He also told me once I put my broken unit in ups, they would send out the new one. He did not do that . He also told me that the black speakers have been discontinued but yet I received a brand new black speaker.
Initial Business Response /* (1000, 6, 2015/10/26) */
Logitech apologizes to [redacted] for the delays to his warranty replacement claim. We have already issued a new replacement and this is being sent via UPS under tracking number: 1ZR6VXXXXXXXXXXXXX. This will arrive Tuesday by end of day...
10/27/15. We encourage to monitor this delivery.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 9, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The replacement device arrived on tuesday and all tests indicate that the replacement device is functioning properly.
Initial Business Response /* (1000, 5, 2015/06/12) */
Logitech understands [redacted]'s complaint but we have a policy to review the details of their warranty claim based on our option as per our 'Limited Hardware Warranty'.
As for stating the comparable pricing from our website, the...
price of our G35 Surround Sound Headset is a promotional price that will only last till June 14, 2015. Our regular price is $129.99 USD. This is why our support agent is required to look into this replacement request before it can be approved.
Logitech is making an exception for the replacement request. [redacted]'s will need to contact our customer support for further details, as the supposed defective unit will need to be returned before we can release the replacement unit. Please refer to case #XXXXXXXX.
Thank you for your patience in our process.
Regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/09/08) */
Logitech apologizes to [redacted] for the delayed responses for his warranty claim. There might have been an issue with our IVR and we are currently checking into this. [redacted]'s case was forward to a team member who is now...
handling his issue.
Please refer to case number: XXXXXXXX. We apologize for this inconvenience.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fix your telephone system !!
Initial Business Response /* (1000, 5, 2015/08/18) */
Logitech's markdowns can change at anytime. Logitech is not obligated to honor any discounts if the order was not completed. [redacted] never placed an order for this gaming mouse for us to investigate when this was actually...
purchased.
As this time, we will honor a one-time exception for [redacted] to purchase one G700s Rechargeable Gaming Mouse only. [redacted] will need to contact our support number. Details will be provided on this case on how to receive this discount on the G700s Rechargeable Gaming Mouse.
Regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the company's response above, Logitech stated they would honor a one time exception for me to purchase the item. However, after speaking with the customer service representative, the most they were willing to offer me was a 50% off coupon which was is not satisfactory in my opinion as it is still $20 more than what I could have purchased the item for if the webpage was functioning properly. The item is routinely sold on sale for $50 so I do not consider this issue resolved.
I would also like to state for the record that Logitech continues to provide misleading information on what occurred. They feel that because I did not place the order, that they should not honor the price. They seem unwilling or unable to understand that I contacting their customer service representative by phone during the ordering process. If the policy was that I had to place the order, then the question is why did their customer service representative not request that I place the order? Why didn't customer service ask that I take a screenshot which was their prior excuse for not honoring the price? Usually, reputable companies either honor the price without question given the circumstances or at least are smart enough to request the necessary information at the time of purchase and ask for customer support to avoid these issues. Logitech has the absolute worst customer service I have ever experienced and they continue to be combative about this issue even when I, as the customer felt I was doing what a reasonable consumer would do in this situation which is to call their customer service and request guidance during the ordering process. This is absolutely ridiculous.
Final Business Response /* (4000, 9, 2015/09/03) */
We apologize to [redacted] during this transaction but this is all Logitech can offer on this gaming mouse. Our website's retail price for this G700s Rechargeable Gaming Mouse is $99.99 and receiving 50% off is sufficient enough to offer even though our discount price has expired already. We have made this exception for [redacted] even if an order was not placed yet.
Regards,
Logitech Inc
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Logitech and I are just disagree. Not sure what more can come of this.
Initial Business Response /* (1000, 5, 2015/11/18) */
Logitech apologizes to [redacted] for his inconvenience regarding our RMA warranty policies. [redacted] has been approved for a warranty replacement already but in order for us to release his replacement, he will need to...
return the supposed defective unit back to our return center first. Once verified this was returned, we will release his replacement. We do not advance replacements to our customers as this is a company policy. Once agreed, our escalation team will provide [redacted] a UPS prepaid shipping label for his convenience.
If he wishes to continue with this process, please contact support with case: XXXXXXXX or reply to his case response and we will begin to process his replacement process.
Best regards,
Logitech Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the item is not "Supposed Defective" It is clearly defective and is verifiable as such via the photographic evidence provided to Logitech during the initial phase of contact with the company.
Also saying its company policy not to replace a defective item before it is returned may be true how ever as noted in previous complaints filed against the company with the Revdex.com have shown, the company makes exceptions to this "Policy" which considering the circumstances of the entire complaint I feel and should be granted this exception as well.
This is not a webcam, or speakers, or headset. This is a keyboard which cost $199.99 plus tax and is vital to the computer system's most basic operation.
I cannot and will not be forced to purchase another keyboard or loose all use of my computer just to further this warranty claim.
The company has offered to "Expedite" shipping a replacement of lesser quality and price, how ever that is based on them receiving the defective product back to their warehouse prior to this being granted. As has been shown in several other complaints filed with the Revdex.com, Logitech is not reliable in receiving items back to their warehouse in a timely manner. It has been noted in numerous complaints that items were shipped with tracking information back to the company and either misplaced, never checked in, or improperly checked in resulting in substantial delays to replacing defective items for consumers.
As such I will not be able to in good faith trust Logitech to handle this warranty exchange in a timely manner and therefore refuse to accept the proposed resolution from the company.
Final Business Response /* (4000, 9, 2015/12/11) */
[redacted] does not want to continue with his warranty claim but we understand his complaint regarding our return RMA process. All companies have their own procedure and this is ours. Logitech requires the unit to be returned based on this priced unit.
If he wishes to continue with this process, he will need to contact our support team to refer to history case notes: XXXXXXXX and we will continue to process his replacement process.
Best regards,
Logitech Inc
Initial Business Response /* (1000, 5, 2015/09/04) */
Logitech apologizes to [redacted] for the long delays in receiving assistance with his Logitech Wireless Gaming Headset G930. Logitech strives to provide high quality products and regrets that [redacted] has had this experience with his...
gaming headset.
We have assigned an escalation manager to assist with [redacted]' warranty claim. They will require additional confirmation to begin processing for this replacement. If he has not heard back from them, please contact our support number X-XXX-XXX-XXXX and refer to case number: XXXXXXXX and they will see all related updates to his case notes.
Thank you for this understanding...
Regards,
Logitech Inc