Logitech

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Logitech apologizes to [redacted] for the delay in responding to his caseHis case was not transferred correctly and was then not responded to within a timely mannerRest assured, we will make sure that all communication with *** [redacted] will be taken care of on his case now Our escalation team has found two Alert Commander subscription orders (#XXXXXXXXXXX & #XXXXXXXXXX) under two different email addresses he was referring toThis was a transaction that [redacted] created Per his request, we have cancelled the duplicate subscription he created under his AMEX credit card under order#XXXXXXXXXXWe have credited this order in the amount of $USD under reference: XXXXXXXXXHis credit will be visible on his statement within 3-business days Again, apologies for the delay of our responses Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was given for the additional charge

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ Logitech apologizes to [redacted] for the delays to receiving his warranty replacementA support team should have already contacted [redacted] to assist with his replacementIt seems his order was already submitted but since it was ordered right before the weekend, it will ship out on Monday and it should arrive within business days Apologies again for his delayed support Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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/at 12:P.Mvia UPS Tracking Number: [redacted] Should you have additional questions or feedback, we will be here to help you.Warm regards,Logitech [redacted]

Dear ***, Our UE Boom app version released on June 20th fixed the issue that could prevent the app from discovering and pairing with your Ultimate Ears BOOM or BOOM It also fixed a crash affecting users of [redacted] If you're having problems connecting your UE BOOM app for Android to a Ultimate Ears BOOM or Ultimate Ears BOOM 2, please make sure that your speaker firmware is updated with the latest version of the AndroidYou can download from [redacted] store: [redacted] Should you have additional concerns, you can reach us out via our support community at: [redacted] Best regards,Logitech [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Logitech apologizes to [redacted] for the long delays in receiving assistance with his Logitech Wireless Gaming Headset GLogitech 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 claimThey will require additional confirmation to begin processing for this replacementIf 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 / [redacted] (1000, 6, 2015/05/20) */ Logitech understands [redacted] 's complaint but Logitech cannot extend our warranty indefinitely even when a replacement unit has been sentThis 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 / [redacted] (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 refundThis is not a warranty situation - this is full out FRAUD Final Business Response / [redacted] (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 replacementAgain, 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 / [redacted] (4200, 13, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing Has changed hereI am being held to a warranty for a defective product! NOT ONE THING HAS CHANGED HEREI 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?

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Logitech apologizes to [redacted] in regards to her purchases of the WiLife Digital Video camera units and not working properly due to outdated softwareUnfortunately, our company has discontinued these security cameras over years ago Logitech has decided not to update the software for these units any further since we have discontinued these units long ago If [redacted] would still like to speak to our support team, contact us by phone at X-XXX-XXX-XXXX or obtain additional information (FAQ's, Forum, Manuals, etc.), please visit support.logitech.com We apologize for any inconveniences this has caused Best regards, Logitech Inc

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Logitech apologizes to [redacted] for the inconvenience in not getting the correct replacement for her Logitech ComboWe have approved to release a replacement combo with a Logitech Wireless Wave Plus Combo MKThis should be delivered on 11/19/under UPS tracking number: 1ZR6VXXXXXXXXXXXXX Once [redacted] receives this new replacement, please use our prepaid UPS shipping label that was sent via email by UPSThis was created under: 1ZAXXXXXXXXXXXXXXX to return this defective unitWe appreciate this cooperation Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied at this pointI received a replacement that appears to be new and working as its supposed to

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 / [redacted] (1000, 5, 2015/08/07) */ Logitech apologizes to [redacted] for their inconveniences and delays to their replacement unitThis replacement for the Gaming Keyboard Gwas already approved and was just released by our warehouse todayA UPS tracking number: 1ZR6VXXXXXXXXXXXXX was generatedAn auto-generated email should have been sent to you for your referencePlease allow hours for UPS to update the transit status for your deliveryPlease monitor this package as our packages are delivered with no signature requiredWe recommend signing up for UPS MyChoice for better tractionThere are no upgrades we can offer at this time We apologize again for this delay Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (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 / [redacted] (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

Complaint: [redacted] I am rejecting this response because: apr my warranty request was approved by Logitech The purchase receipt from [redacted] said new I notified Logitech as soon as it broke downAre most sales from [redacted] third partyHow 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]

Initial Business Response / [redacted] (1000, 6, 2015/07/24) */ Logitech apologizes to [redacted] for the delay to his case and any inconveniences with regards to his GStereo Gaming HeadsetAs our process is to only provide a replacement when needed, someone from the forums may not know the internal processes in regards to how warranty is handledCurrently, a refund under this case is denied We will communicate with [redacted] as we have a replacement offer that he may likeOur escalation team will be in communications with himIf he does not receive a response within hours, please use case number XXXXXXXX to reply to his current case as notes have been updated in regards to this claim Regards, Logitech Inc

Initial Business Response / [redacted] (1000, 6, 2015/11/06) */ Logitech sincerely apologizes to [redacted] for the delay on his warranty replacement for his Logitech SDigital USB Speaker SystemAn escalation agent is taking care of [redacted] claimHis 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 / [redacted] (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 messageI 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 / [redacted] (4000, 11, 2015/11/13) */ Logitech has confirmed the receipt of [redacted] ***'s replacement product has arrived on 11/12/under 1ZR6VXXXXXXXXXXXXX and the product is working for himWe will now close his case

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Logitech understands [redacted] ***'s complaint regarding his Gaming headset softwareAn escalation support has already contacted him to try and resolve his issuesAn RMA warranty has been granted but requirements are needed for this to be completedPlease refer to case number: XXXXXXXX to continue with his warranty claim Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As evident by the many people posting to the Logitech support forums the issue is not a defective headsetThe issue is the driver software Logitech uses to run the headsetA replacement of the physical product is not a resolutionLogitech must make the headset show as a device in windows for it to function as advertised Final Business Response / [redacted] (4000, 14, 2016/01/08) */ Logitech regrets that Mr [redacted] is not satisfied with his GheadsetLogitech has tried to work with Mr [redacted] to resolve his issuesMicrosoft required that Logitech's Gheadset interface with the new Microsoft system that requires an APO driverMany other headset manufacturers (such as Corsair as noted by Mr***) use the former Microsoft systemThere have been some issues with Microsoft's new system that Microsoft is working on, and Logitech has referred Mr [redacted] to the related articles and forum solutions Best regards, Logitech Inc Final Consumer Response / [redacted] (4200, 16, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Logitech has not tried to work with meThey continually fall back on excuses rather than takin action to simply resolve the issue I will never purchase a Logitech product againIf the product is not able to function fully as advertised full refunds should be provided to each dissatisfied customer Logitech has demonstrated poor technical skills, poor product marketing and extremely poor customer retentionIt appears their foolish pride ranks above customer satisfaction I would urge all potential purchasers to stay far away from Logitech and this product

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Logitech sincerely apologizes to [redacted] for the delays to their warranty claim for the Logitech Surround Sound Speakers ZThis was an over site on our end and the staff that has owned this case has been dealt with This warranty replacement for a new speaker set has been released yesterday under UPS tracking number: 1ZR6VXXXXXXXXXXXXXWe suggest to monitor this deliver as we do not provide signature deliveryAt this time, this warranty does not qualify for a $refundApologies again to [redacted] for this delay Best regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Logitech's markdowns can change at anytimeLogitech 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 numberDetails will be provided on this case on how to receive this discount on the G700s Rechargeable Gaming Mouse Regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (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 itemHowever, 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 $more than what I could have purchased the item for if the webpage was functioning properlyThe item is routinely sold on sale for $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 occurredThey feel that because I did not place the order, that they should not honor the priceThey seem unwilling or unable to understand that I contacting their customer service representative by phone during the ordering processIf 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 issuesLogitech 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 processThis is absolutely ridiculous Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We apologize to [redacted] during this transaction but this is all Logitech can offer on this gaming mouseOur website's retail price for this G700s Rechargeable Gaming Mouse is $and receiving 50% off is sufficient enough to offer even though our discount price has expired alreadyWe have made this exception for [redacted] even if an order was not placed yet Regards, Logitech Inc Final Consumer Response / [redacted] (4200, 11, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Logitech and I are just disagreeNot sure what more can come of this

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Logitech strives to provide high quality products and regrets that [redacted] has had this experience with his UE Boom'sThe UE Booms are advertised to connect through Bluetooth, pair using our UE Boom app and the battery can last up to hours under use onlyBattery life depends on the customer's usageBased on the issues he has experienced with these units and that this will be his second replacement is unusualWe 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 experiencedRest 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

Initial Business Response / [redacted] (1000, 6, 2015/11/02) */ Logitech apologizes to [redacted] for the delays to her warranty claimAfter further investigation on her warranty claim, it has been determined valid and an RMA process is being conducted at this timeA return of the supposed defective unit is required to be returned to our return center using our prepaid UPS shipping labelOnce verified received, we will release the replacement gaming mouse We apologize again for this delay Regards, Logitech Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My apologies for the delay in responding to thisI do accept that Logitech has recognized the validity of my RMA, however, they have stated that replacement is not guaranteed till they have received the product and determined whether it is defective I am not willing to rest my case until such time as this is fully settled and I have a definitive answer Final Business Response / [redacted] (4000, 10, 2015/11/24) */ In order to continue with the warranty replacement process, a return of the supposed defective unit will need to be returned back to LogitechA new prepaid UPS shipping label has already been created and emailed to [redacted] yesterday with the correct unit description to avoid any confusion Once this has been confirmed received by our return center, we will release her replacementUntil then, there is nothing more we can do until we receive this return Regards, Logitech Inc Final Consumer Response / [redacted] (4200, 12, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Logitech made an error in sending me the wrong UPS label for shippingAfter waiting another week for a response, they have now sent another labelThe case will not be closed for me until I physically have the replacementThe evidence clearly shows there is no reason for me to have any confidence in the handling of this entire matterI'm at the point where I just expect further problems with actually receiving a replacement and will be pleasantly surprised if that aspect goes smoothly

Initial Business Response / [redacted] (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=- "Logitech warrants to the original purchaser ") In light of [redacted] 's Revdex.com complaint, Logitech again reached out to [redacted] [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 mouseLogitech 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 / [redacted] (3000, 7, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please re-read the reply from LogitechThey confirmed everything is order, however, as of a few days ago this is not the case anymoreI 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 boxWe 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 ***, 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 Ggaming 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 mouseThen 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 Gmodel is a better fitI asked to be upgraded and they obliged: "Hello, Thank youSince the G400s body style is discontinued and is not something you can offer, I took a long look at the Galong with all of the other mice in Logitech's lineup since I have not used any of your newer unitsAlthough 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 Ghas the closest body to the G5/MX518/G400s style that I have been using for yearsIs the Gsomething 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 ***, We'll provide the Ggaming 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/at 9:A.Mas proven by [redacted] / [redacted] On Thu, Oct 8, at 12: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 refurbishedThe 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 returnI was baited in to sending in my mouse and now the offer is being switched to an unfair and impossible ultimatumAlthough 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 damageThey are holding it hostage My response to [redacted] on Fri, Oct 9, at 9:AM in reply to her offer to destroy my mouse: "Unfortunately the two options you have provided me are not to my satisfactionI would like to stick to the original plan, as sent to me on Wed, Sep 30, at 1:PM my local time, "We'll provide the Ggaming 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 consumerFurthermore, 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 damageYou are free to return the mouse to my address on file ( [redacted] , [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 gmouse promised to meDue to the 60+ days Logitech has been jerking me around I will not consider anything elseAgain, I am only asking what I am promised and deserve Unless the next response from Logitech is a shipping & tracking # for my gmouse I will consider this case ready for Revdex.com mediationAt that time I will provide all approxemail correspondence between Logitech support and myself as proof along with a few recorded phone conversations Final Business Response / [redacted] (4000, 9, 2015/10/16) */ Logitech has consulted with their Legal DeptLogitech will be returning [redacted] 's G400s mouse via UPS with a tracking numberOnce 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 mouseAs 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 productsWe 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 / [redacted] (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