Support Logitech Reviews 201

I purchased a Powerplay charging mat diect from Logitech.When it arrived it was missing the charging disk making it useless.I have spent 5 days trying to get them to send me the disk.All I get are stupid platitudes no tangible result and now 5 days in they are asking for the order number instead of looking it up themselves.
A complete waste of a company with no customer service.
I own a company that’s spends thousands every year on computer items and have canceled our latest order and issued a memo banning all Logitech items from being purchased for company use. Look up the terrible reviews this joke of a company get which I was unaware of until today. My advise is DON’T buy from them get a Corsair of alternative instead.A company that sells to the public stands on how well it treats those customers and how well they deal with issues.
Their appalling customer service has lost then 16 mouse and 16 keyboards on the current order and all our future business

I wish to add my name to the list of dissatisfied Logitech customers. Their "Logan" system was ineffective for solving my problem. This was the case both via chat and their telephone support process. Their robotic process for diagnoses are slow as well as ineffective. If you're in the middle of your business day, you may as well plug in a spare keyboard or mouse and save yourself valuable time.

Can't reach a person via chat or phone, no matter what you do. More accurate to say they don't have support.

No customer support. The company that I work for sent me a Logitech keyboard and mouse combo. When I tried to connect to my computer I found that there was no Dongle in the place where it typically is on a mouse. There’s a slot for the dongle but it wasn’t there. Upon researching online I found out that the dongle was actually packaged wedged inside the cardboard of the box that it came in. I tried contacting customer service to see if I could get a replacement dongle and the chat bot is terrible. I finally spoke to a person and she gave me a ticket number and sent me to a different dept. I have currently been holding for an hour and 22 minutes. I’m going to hang up short;y because I have to get ready for work tomorrow but I think it’s awful that you can’t speak to a person about their products. Logitech do better. I will NEVER BUY ANOTHER LOGITECH PRODUCT…

No one answers chat, only person u speak to on the phone line is the AI. No one comes to the phone. No music, no warning, no NOTHING!

My terrible experience.

October 21, 2023 I placed an online order #1286504634639, for a REFURBISHED G920/G29 RACING WHEEL FOR XBOX, PLAYSTATION AND PC - BLACK PS5 / PS4 / PC.

October 23, 2023 notified the item will be delayed due to backorder. I checked the site and the item was still available and in stock. I replied I did not understand the delay.

October 27, 2023 received a notice item shipped on 10/26/23. Tracking Number: 713196899819. Item received by Fedex and at their Irving, TX location.

November 5, 2023 I raised my first concern and was told it would take 7-14 business days to investigate. This is not customer service, this is a delay tactic. Ticket 12017964.

November 13, 2023 reached out to customer support trying to figure out where my package is with an answer to respond within 48 hours. Did not happen. Ticket 12062246.

November 16, 2023 reached out again. Moved to a higher level of support. Ticket 12081859 was combined with ticket 12062246 above. Told 24-48 hours for response. This is after I pointed out the issue is it has been stuck with Fedex all this time. I requested a replacement and suggested Logitech can file a claim with Fedex. No response in 48 hours.

December 3 and 4, 2023, Dave C from the first ticket 12017964 makes contact to communicate the investigation is complete and reshipping. He then asks me to verify my address.

However, by this time over 30 days later and having gone to your competitor to fulfill the needs for my F1 racing party, I no longer needed this. In addition I already reached out to PayPal and Digital River for help in obtaining a refund.

Here is where the customer service experience goes from bad to worse.

I informed Dave C. I initiated an investigation by PayPal and I needed a refund so I could tell PayPal a resolution was reached. Dave C. then, what I consider a threat and coercion, tells me in order to receive a refund I must send Logitech, on bank letterhead, the dispute has been lifted. I have communicated twice now that I won’t give up my dispute rights with PayPal until I receive the refund, provided the case number of the PayPal dispute and recommended Logitech can more effectively and efficiently end the dispute by providing the refund and informing PayPal of such.

I would like attention drawn to how the support team treats customers. I feel I was patient and understanding up until no communication from mid November until early December. And then treated terribly.

Thrustmaster, your competitor in this arena, provided quick response and delivery, but I still missed the Las Vegas party I was going to host.

This experience has me researching keyboards and mice to replace all my Logitechs across three personal PCs

And it gets worse....

A few days after sending the above via mail (no way it reached them yet) to Logitech, I see a Fedex notice that something is coming from the same facility that had lost the initial order. I replied back to Logitech to recall the parcel as I had requested a refund and purposely did not confirm my address.

I use their site to initiate a return only to receive my order is outside their 30 day window return. I literally received their merchandise 2 hours prior!!!

No response from support in over 24 hours to this fiasco.

The box sits here unopened. I don't want it, I don't need it

I spent weeks struggling with the customer service asking for a simple question. Do you have a representative where I can repair my device. The warranty has expired. I would like it repaired. Do you provide that service? That's it!
I had four tickets opened for the same issue... I was asked for the faulty behavior, pictures and even proof of purchase.
Every time I talked with the latest "human" in the emails, I said I was deeply annoyed with my experience and wanted to file a complaint for the service. Every time, she ignored and never provided me with a complaint ID.
It took me all this to finally get to the end and being said that they don't do repairs.
It's bad enough that you had to go through that bad and annoying bot to get to talk with someone. let alone going through it FOUR times!
But to not have an automated response for this sort of question is just BAD service.

I'll need to replace my device, I'll definitely not buying anything else from them.

And by the way, Logitech, how can I file a complaint to your quality services?
Can't find a way in your website!

Chatbot asks for Serial Number, when i say i don't have one, it asks what i need support for. when i answer, IT ASKS FOR MY SERIAL NUMBER AGAIN.
I JUST SAID I DON'T HAVE IT.
WHY ARE YOU ASKING AGAIN!?

Like may other comments, terrible service and support... Dont even try and send an item back, what a nightmare.... I have been trying to return an item for over a month and still waiting for the paperwork required to send overseas!!!!
Order process EASY, Delivery process and timescale - QUESTIONABLE, Aftersales service - TERRIBLE.. I get emails at 2am in the morning, obviously from a cheap labour destination, but when I respond, it takes an age to hear back again, and then they say they haven't had the response or the email didn't show the info requested, which, they should have anyway from the order...but I have to supply again and again... funny, they managed to get my payment details first time Sure they are just waiting for me to write off the value of the item..You would expect more from a worldwide household name.. They have some serious internal issues to address...

Keyboard guaranteed 2 years, failed after 9 months usage. Fobbed off with loads of reasons why it wasn’t keyboard issues. Finally with help of Apple (using it with an iPad) Logitech agreed it was a keyboard malfunction. Agreed to replace. 2 days later, sorry no stock, a week later good news we are sending your replacement….3 days later … oh sorry there’s an issue. 3 weeks on… no replacement and they aren’t replying to my messages. Absolutely useless. Do not buy from them.
I’m adding this at a later date. Eventually and out of the blue we received a replacement. So it took way too long but they did eventually sort it. Thanks

Their automated chat bot simply doesn't understand what I want and can't get me in touch with a human...
Phasing out humans for machines like this is NOT the way to go

****DO NOT ORDER DIRECTLY FROM THEM AND READ BELOW WHY****

Summary:
- Products will only be shipped until move to new warehouse for which they cannot provide a time frame. Do NOT believe delivery times advertised.
- Cannot cancel order for refund until they decide to ship it.

If your order is not being shipped this may save you a few days of interacting with lacklustre and hardly available support.

6 October 2023 - ordered 2 products

11 October 2023 - asked support where they are and apparently on top of their advertised delivery time, you also need to expect 4-7 business days until your order is dispatched. Asked if this is advertised anywhere - of course it isnt. Was promised they reached out to warehouse to expedite regardless.

17 October 2023 - 7 Business days have passed and no order has been shipped. Asked to speak to supervisor and to receive concrete dispatch and delivery date which I was promised a supervisor would send me. No email, no supervisor.

18 October 2023 - Reached out again and was now informed there is an issue with the warehouse but not to worry, they will send it ASAP. Asked for supervisor and concrete dates again. You guessed it... AWOL.

19 October 2023 - Shocking revelations. I was now informed that they are moving to a new warehouse and cannot fulfil any orders until the move is complete. When prompted as to why they are then accepting orders, they said "..we admit that it is a fault on our end that we should have hold our website to accept orders before we transfer to new location.". When prompted on how long this move could take, was informed it could be more than 2 weeks. Upon this i asked for my order to be cancelled but of course, "..we can only cancel orders that was placed 30 mins ago. We can't cancel orders after that time.
Yet, you can refuse the delivery or manually return it within 30 day return period with a Full Refund"
So technically, if they decide never to deliver, you cant ever ask for your money back.
Was now promised a phone call from a supervisor within 24-48 hours (will be very surprised if it happens)

Still no replay after waiting for 2 hours,

The AI Chat Bot Is Horrible and even after i got a real Human on the other end my answers didnt go throug instead the Chatbot always answerd. But even when i tried to answer over E-mail instead of their website they didnt write back and closed my Ticket.

Overall horrible whould give it an even lower rating if possible

My keyboard is still within the 3 years warranty period which is stated very clearly on the box.
Support acknowledged that it is still inside the warranty period after I gave them product serial number. They requested for proof of purchase which I did. After numerous back and forth and wild geese chase, they replied that the product has only a 1 year warranty period and its now well outside the 1 year so no longer covered. I took a picture of the box stating the 3-year warranty. Its just a keyboard not of significant value but if they cannot even appease a small customer, I am not sure if they can be trusted for high value items or business collaborations.
1 star and fading....

Absolutely worthless support! Sent over 1.5 hours waiting for support on my keyboard setting that wasn't covered in their on-line Q&A and never did get an answer. Finally gave up!

Need a new usb cable for my G502 Wireless mouse, the previous cable stripped back to copper after a month of use - other cables don't fit as the port is a specific size.

I've wasted countless hours on support chat to Logitech and they keep me running around in circles, doing absolutely nothing to fix it or send me a replacement. It's the worst support experience I've ever had.

Keyboard developed a fault.
Initially the support seemed good, but after continuous back and forth emails (waiting 2 days for each reply), it just became terrible.
They requested photos of the problem - I provided. The requested the Amazon invoice - provided.
They then requested a video of the problem, with the serial number and ticket number written down on a bit of paper - again provided.
The reply to that video was, the Amazon order number is invalid and they cannot proceed with replacement.

What a bunch of rubbish!

I informed Amazon, and they immediately shipped a replacement. I should have done this in the first place, rather than spend over a week jumping through hoops for Logitech only to be told I didn't have a valid order number.

The "Customer support service" of Logitech should be called rather "Service of elaborate mockery of customers".
They even don't make effort to read customers trouble. Instead they will collect you data, send you repeating requests. They show, that they don't trust you. Approach is formal and the is no such a feeling if they really want to help you. They rather want to get rid of you with any complaints.

The support is a complete waste of time.
I have tried multiple times to get some help with a joystick.
First you have to talk to a bot and fill out some info, fine, its useful.
Then you get sent trough to the so called live "help".
After waiting for 8-15 minutes you get someone who cant even fill in the form fight on their end and mucks up the first ting they copy paste in.
Then they tell you that you are in the wrong department, and that they will route you to the correct one, then NOTHING, i had the log open for an hour, nothing...
OR
You get through, and then you have "ended up the the wrong region", ie. NA instead of EU. and they will routh you back the correct team, but nah, nothing will ever happen. complete waste of time.
If you like Logitech stuff, just buy from a reseller with a proper return policy. never ever buy directly form Logitech, if it has defects or breaks you'll never get help or get it replaced.