Logitech Cordless Mouse, Why would you buy one with a Customer Service Policy like this!!?

[Jimmy71]

Sorry people a long post, but here's the discussion thread and piss
poor end result. Which highlight's that companies like Logitech really
don't give a TOSS!!

A FYI, and self satisfying dig at the manufacturer.. LOGITECH "LIFT
your GAME!!!"


Discussion Thread:

Customer (JY) 11/24/2006 05:47 AM
24th November 2006

Attn: Customer Services Manager


Dear Sir/Madam,

I am writing to you in order to provide some feedback in relation to a
product I purchased of which I am by a long shot far from satisfied
with, and thought best to bring to your attention. I purchased back in
November of 05' a HP Notebook PC and was looking for a cordless mouse
to compliment the package. My flat mate had a great Logitech product
with no issues, unsure of the model now, but when I was shopping for
it told it was discontinued and was offered the MX610 Laser mouse.
This was my first purchase of a Logitech product, and although not
initially what I wanted, provided most of the features I wanted, and
for the short appeared OK. I purchased this on the 24th Nov 05. The
first issue I had was that it wouldn't power up, the laser light
wouldn't read even when new batteries were installed. This was my
first return on the 3/2/06. I have had good support from your
retailer, in this instance Electronics Boutique and have no issues
with the return/warranty service. The second return was on 18/9/06 for
the same/similar reason no power to mouse. Again, returned for the
same product the MX610 (receipts available on request). Now, although
not experiencing power/laser problems, I am again experiencing a
problem with the mouse in that the scroll wheel intermittently sticks.
Although a minor issue it is frustrating when working with MS word
docs or web browsers where the mouse locks the zoom function on the
scroll button, which is primarily the PCs fuction and often use it for
work related functions. This is also frustrating from the fact that it
is another return, dig out receipts/boxes/etc. etc. explain my story
again! For what was not a cheap mouse in the first place...my retail
purchase price $119, and didn't expect these issues. My other issue is
I have lost confidence in the product (this being the 3rd mouse) and
don't wish to exchange for the same mouse a fourth time, for what
appears to be the VN Commodore or "lemon mouse" of the Logitech range.
Which leaves me with a problem, as I have been looking at the current
range and finding it difficult to find one I like, within a reasonable
price range?
Having a notebook I don't want a base station and prefer the USB
dongle. So this leaves me with the VX & MX Revolution which has
similar features to MX610. I have looked at both of these products in
store and find the VX too small and ergonomically unpleasing.

So I guess my question is, from a customer who is dissatisfied, and
given my unfortunate product experience, is; What assistance can
Logitech as the manufacturer of this 'Faulty' product provide me with
to get me into the MX Revolution in order to retain my good will and
product loyalty?


In appreciation,



JY

xxxxxxxxx (business hours)
mailto:xxxxxxx.com.au



Response (Kunal) 11/26/2006 09:52 PM
Dear JY,

Thank you for contacting Logitech Customer Support. My name is Kunal
and I will be assisting you with this case.

I apologize for the delay in replying. I have gone through your email,
and I sincerely regret to hear that you have had issues with multiple
MX 610 devices. It is certainly not our intention to cause you these
issues.

I have escalated this case and I will get back to you as soon as
possible.

Thank you and have a nice day James.

Sincerely,

Kunal
Logitech Customer Support
www.Logitech.com/support
Australia (61) 2- 8850-1192


Customer (JY) 12/02/2006 07:57 AM
Kunal ,

I appreciate your attention to the matter, I am still experiencing the
problem below. I have since found a Microsoft Product that appears may
meet my requirements, although have not returned the MX610 nor
purchased a replacement, and remain keen to come to a resolution.

JY


Response (Kunal) 12/02/2006 08:11 PM

Dear JY,

Thank you for your reply.

I am still waiting for a response from the appropriate department
regarding this issue. I have sent another reminder to them as well. I
will get back to you when I receive a response.

Thank you and have a good weekend.

Sincerely,

Kunal
Logitech Customer Support
www.Logitech.com/support
Australia (61) 2- 8850-1192

Response (Kunal) 12/09/2006 01:17 AM

Dear JY,

Rest assured that I have not forgotten about you. I have simply not
received any reply from the relevant department regarding this issue.
I will update you as soon as I receive any information.

Have a great weekend.

Sincerely,

Kunal
Logitech Customer Support
www.Logitech.com/support

Response (Kunal) 12/13/2006 01:32 AM

Dear JY,

I have received a response from the appropriate department regarding
this issue. You will be able to exchange the defective MX 610 device
for a MX Revolution device, but you will have to pay the difference in
price between the 2 devices.

Thank you and have a nice day.

Sincerely,

Kunal
Logitech Customer Support
www.Logitech.com/support

Australia (61) 2- 8850-1192
Monday - Friday, 9am - 5pm East (Sydney)

New Zealand (64) 94764620
Monday - Friday, 11am - 7pm, NZ Time


Customer (JY) 12/18/2006 05:12 AM

Kunal,

Sorry for my tardy reply, I had been overseas an unable to access my
mail account. Thank you for your efforts here, although I had been
given this option from the store of purchase, and expect that level of
support as a minimum from the store level, not the manufacturer.
However, as stated didn't see the point in outlaying further money
into a product I was loosing confidence in, and found it difficult to
justify the further outlay and investment in a mouse, which should
work, and felt $119 a significant outlay as it was, and guess expected
a better quality product for the price.

Given your option below, and that it has taken 3 weeks to get the same
response I did from the store, it would appear I'll remain
dissatisfied with the product, and I think I may just return for
refund and try, and recommend in future another brand. Thanks...

JY

Response (Kunal) 12/18/2006 08:28 PM
Dear JY,

Thank you for your response.

I have tried my best to get a satisfactory outcome for you. However,
this represents Logitech's policy for the Asia Pacific region. I
sincerely regret that I was unable to help you further with this
matter.

I understand your frustration and your disappointment is entirely
justified. I hope that you will give Logitech another chance in the
future.

Thank you and have a nice day.

Sincerely,

Kunal
Logitech Customer Support
www.Logitech.com/support

Australia (61) 2- 8850-1192

We have not heard from you concerning your request for support in the
120 hours since we sent you a response. Consequently, we have changed
the status of your question to SOLVED.

You can update your question by simply replying to this email, but you
must enter your reply in the space specified below:

[===> Please enter your reply below this line <===]

To update your question from our support site, click here.

Question Reference #061124-001120
Summary: Dissatisfied with Product
Product Level 1: Logitech
Product Level 2: Pointing Devices
Product Level 3: MX610 Laser Cordless Mouse
Date Created: 11/24/2006 05:47 AM
Last Updated: 12/26/2006 02:14 AM
Status: Solved
M/N: MX610
PID or S/N: LZ537BS
P/N : 8523740000
Operating System: Windows XP
Logitech Software: Setpoint
Version: 2.42.257.00
Downloaded latest SW: Yes
HarmonyFlaskAgentId:

 

[Noozer]

retailer, in this instance Electronics Boutique and have no issues

Electronics Boutique? Kinda overpriced, aren't they?

purchase price $119, and didn't expect these issues. My other issue is

$119 for a mouse? Methinks you got took. There are several others that would
do the job for much less.

If you can get your money back, do so, and then find someplace with a
reasonably priced mouse. There are several available where the USB dongle
attaches to the mouse when not in use. Several others with a USB base
station.

 

[Vanguard]

... Logitech ... product the MX610
...my retail purchase price $119

Ouch. Only costs $47 at newegg.com
(http://www.newegg.com/Product/Product.asp?Item=N82E16826104196

 

[The poster formerly known as Colleyville Alan]

Electronics Boutique? Kinda overpriced, aren't they?


$119 for a mouse? Methinks you got took. There are several others that
would do the job for much less.

If I read his post correctly, he is talking about Australian dollars and not
US dollars. Even so, with the exchange rate at roughly .77, that's about
$91 American and a bit pricey, but IIRC, when I recently went to CompUSA,
the high-end Logitech mice were between $70 and $100 depending upon the
model.

 

[UCLAN]

Electronics Boutique? Kinda overpriced, aren't they?


$119 for a mouse? Methinks you got took. There are several others that would
do the job for much less.

That mouse retails for about 60 USD so even in Aussie dollars it was
above retail.

 

[kony]

That mouse retails for about 60 USD so even in Aussie dollars it was
above retail.

Since the purchase was Nov. '05, it might've cost more at
the time, though today MX610 can be bought for closer to $50
USD (in the US).

 

[Jimmy71]

Since the purchase was Nov. '05, it might've cost more at
the time, though today MX610 can be bought for closer to $50
USD (in the US).

Yeh, if I could get organised and off my butt to return the thing,
I'll shop for something else, but being the tempramental prick of a
thing it is has been goin OK of late. My issue and point of the post,
wasn't really with the price, and probably should of shopped on-line,
but more so with Logitecs lax approach to customer service, and lack
of dispute resolution. Put it this way it's made me think twice
before outlaying money on a Logitect product again.

 

[kony]

Yeh, if I could get organised and off my butt to return the thing,
I'll shop for something else, but being the tempramental prick of a
thing it is has been goin OK of late. My issue and point of the post,
wasn't really with the price, and probably should of shopped on-line,
but more so with Logitecs lax approach to customer service, and lack
of dispute resolution. Put it this way it's made me think twice
before outlaying money on a Logitect product again.

It is unfortunate that you received a problematic product,
but consider these things:

- As a manufacturer, wouldn't you require a receipt? It is
the only real proof of a retail purchased product but you
complained about that.

- As a manufacturer, would you allow someone who is
dissatisfied to swap to a different product? That kind of
policy is typically abused so it can't be done. I doubt
most other (mouse, etc) manufacturers would honor such a
request either.

- Paying more doesn't entitle you to luxury service, it
entitles you to the specific product. If you don't deem the
product itself worth the cost, buy something less expensive.
You seem to want these high-end mice while most people do
fine with average mice, that's where the extra cost comes
in.


So you did have a right to get the product, working
properly, that is a quite valid complaint and subjectively
it may be reason enough for you to avoid Logitech products,
but on the other hand a similar experience could be had for
most peripherals if one were unlucky enough to buy a
particular buggy model. On average most people find
Logitech's mice quite desirable, even the best option so
only you can decide if your bad experience is enough to no
longer weigh the merits of an individual product instead of
banning certain brands.

While it was useful to give others some insight into what
you've been through, there's nothing we can do about it
unless you could isolate a failure mode and someone came up
with a fix for it.