Logitech G502 Wired - need replacement

[PyroTheWise]

So i bought a Logitech G502 Hero sensor SE variant in Feb 2020.  I didn't use it much until I finally got my PC built and I noticed the scroll wheel is unbalanced causing the screen to scroll upwards at times when I take my finger off the wheel.

 

It has been 15 days trying to get Logitech support to provide a warranty replacement and still they are ignoring the ticket. 

 

So i want nothing to do with Logitech.  I basically have a house full of Logitech products (all older) and really never had a problem but the one time I do and their web-site is full of complaints about no support (and I am getting no support) means the company is no longer a viable company for my money

 

Any suggestions for a similar size mouse to the G502 that isn't a Logitech brand?   I was looking at a ROCCAT Kone AIMO variant.   I have medium sized hands if that helps.  I am in the US and would like to be around 70 USD for a mouse.  Wired or Wireless

[Slottr]

Logitech has one of the best warranty services out there. I'm sure someone just missed the ticket.

[PyroTheWise]

4 minutes ago, Slottr said:

Logitech has one of the best warranty services out there. I'm sure someone just missed the ticket.

I was talking with a technician.  Took 9 days to figure out a unbalanced scroll wheel could not be fixed by a software update (GHUB update not a mouse firmware update).

 

Once the technician was happy with all the uninstall/re-installs he had me do, He then requested a copy of the purchase receipt.  I did provide that and then now for 6 days he will no longer respond to the ticket.  I have asked very nicely for an update several times and yet no repsonse.

So the "best warranty service" must have been lost somewhere in the pandemic...

 

There are lots of threads unanswered on the forums of folks wondering where their purchases are, the support is etc....   Logitech right now is a massive mess.  You can't even call them to try and get help.  All you can do it submit a ticket and hope somebody helps you.

 

[Manimus]

Maybe consider The ironclaw Rgb wireless

Great mouse , wireless , Good sensor and i nerver had problems with it.

[paddy-stone]

7 minutes ago, Slottr said:

Logitech has one of the best warranty services out there. I'm sure someone just missed the ticket.

Agree. It's most likely just gotten overlooked because of staffing issues during covid-19. Tried calling them?  [edit] - have just seen your post about calling them, so disregard.

 

I've not had a bad interaction with them at any time... even when a mouse I had was only £10 and had had it a few years, they sent out a brand new upgraded model from Netherlands to the UK in 2 days (the model I had previously was discontinued). And, they said to keep the mouse I had if it was still usable, dispose/recycle of it at my discretion or that they would send an envelope so I could post it to them and they would recycle it for me.

 

[PyroTheWise]

2 minutes ago, paddy-stone said:

Agree. It's most likely just gotten overlooked because of staffing issues during covid-19. Tried calling them?  [edit] - have just seen your post about calling them, so disregard.

 

I've not had a bad interaction with them at any time... even when a mouse I had was only £10 and had had it a few years, they sent out a brand new upgraded model from Netherlands to the UK in 2 days (the model I had previously was discontinued). And, they said to keep the mouse I had if it was still usable, dispose/recycle of it at my discretion or that they would send an envelope so I could post it to them and they would recycle it for me.

 

Times have changed.  As I said earlier, the support is less than stellar now.   I have one ticket in for issues with G-Hub support going for over 30 days with no resolution.  

 

15 days (9 days to troubleshoot) and now 6 days to be ignored is not "best warranty service".   

 

I don't know what you tell you but my experience is not what yours has been.   I have created another ticket for help in hopes I get a support person that doesn't take too long to figure out an unbalanced wheel cannot be fixed by software.

[PyroTheWise]

1 hour ago, Manimus said:

Maybe consider The ironclaw Rgb wireless

Great mouse , wireless , Good sensor and i nerver had problems with it.

Thank you for the suggestion but I don't have big hands (medium sized hands) so concerned the mouse will be uncomfortable.  The reviews I have seen show it is a mouse good for large hands.

[Oswin]

logitech is known to be a reliable brand, especially with their mice. might just be a faulty unit perhaps?

 

if you really want to switch give the razer basilisk a try, basically a razer g502

[PyroTheWise]

2 minutes ago, Oswin said:

logitech is known to be a reliable brand, especially with their mice. might just be a faulty unit perhaps?

 

if you really want to switch give the razer basilisk a try, basically a razer g502

Yes, I have had logitech products in my house for years and never really needed help before.   I have a 11 year old mouse that still works that I use with a 8 year old laptop for just general web browsing - Windows 10 actually runs on it, surprisingly.

 

I had no qualms about going with another Logitech product until now.   What good is buying a companies product if they don't stand behind them and right now Logitech is not doing that.  I am not the only one on their support forums with issues and lack of support.   Logitech shutdown all phone support for the US, no chat support and only email ticket support is available.

 

I figure giving a company 15 days to provide a solution is long enough and yet I am here with no resolution to an obvious issue with the quality of the mouse.

 

I will look at the razer basilisk - thanks for the suggestion

[PyroTheWise]

@Slottr @Oswin @paddy-stone So how long should I give Logitech?  I submitted another ticket just in case the first one did somehow get lost in their system.   Given how slow they have been to respond to tickets, it will probably be 3 days before I get a reply?

 

I would prefer not to spend another 50=70 on a different mouse but my patience is wearing thin...

[Slottr]

1 minute ago, PyroTheWise said:

@Slottr @Oswin @paddy-stone So how long should I give Logitech?  I submitted another ticket just in case the first one did somehow get lost in their system.   Given how slow they have been to respond to tickets, it will probably be 3 days before I get a reply?

 

I would prefer not to spend another 50=70 on a different mouse but my patience is wearing thin...

Even if you buy a new mouse now you'll still be waiting at least two weeks for it to come in if you were to order online (which you should be doing right now).

Logitech's support team is compiled of people, and I'm sure many less people than usual. Things are chaotic right now, you should practice that patience

[PyroTheWise]

9 minutes ago, Slottr said:

Even if you buy a new mouse now you'll still be waiting at least two weeks for it to come in if you were to order online (which you should be doing right now).

Logitech's support team is compiled of people, and I'm sure many less people than usual. Things are chaotic right now, you should practice that patience

 

Please let me know how I am not being patient.  The ticket for a replacement mouse is over 15 days old now.   It took 9 days for Logitech support to ask for proof of purchase which I provided the same day requested.   I am now waiting 6 days for a reply telling me anything about the case.   I have asked nicely for updates every couple of days with no response.  I don't need a "your replacement is shipped message".  I do want a reply telling me anything that is going on with the case.   A simple reply as the to next steps for the case is all that is needed and I will wait longer. 

 

How is this not patient?   I would really like your opinion how this is not being patient.

 

EDIT:  I can pickup a mouse within an hour with curb-side picked from stores local here.  So just as safe as online ordering.

[Slottr]

Never said you weren't, just said you should further practice the patience which you mentioned

[PyroTheWise]

1 minute ago, Slottr said:

Never said you weren't, just said you should further practice the patience which you mentioned

 

I am going to wait to see what happens with the new ticket to see if it goes anywhere.

 

 

 

 

[paddy-stone]

21 hours ago, PyroTheWise said:

@Slottr @Oswin @paddy-stone So how long should I give Logitech?  I submitted another ticket just in case the first one did somehow get lost in their system.   Given how slow they have been to respond to tickets, it will probably be 3 days before I get a reply?

 

I would prefer not to spend another 50=70 on a different mouse but my patience is wearing thin...

I know how incredibly frustrating it is, but right now things are chaotic everywhere... they will almost definitely be taking longer to answer emails and support tickets. A lot of the employees may even be waiting on IT to even set them up with work access, let alone be able to get things done.

 

TBH I'd most likely just buy another mouse, even another G502 (I love mine BTW), and ask nicely if they could refund you for the purchase price of the original mouse instead of a replacement. But if a replacement is all they can do, then just take it is my advice. I have at least half a dozen mice around the house for either various systems, or for emergency situations... in fact I recently bought a G402 as it was on an amazingly good deal at the time of only £17, so bought it as a backup in case the 502 develops a fault or something. But (fingers crossed( I am still loving the 502 and don't have any problems to speak of and have confidence that it will probably remain my main mouse for a year or 2 to come.

 

If the purchase was that recent you may be able to get more done at the retailer that you bought it at... they are who I contact first when a problem develops. Anyway, good luck with it and I hope you get it sorted soon.

[PyroTheWise]

1 hour ago, paddy-stone said:

I know how incredibly frustrating it is, but right now things are chaotic everywhere... they will almost definitely be taking longer to answer emails and support tickets. A lot of the employees may even be waiting on IT to even set them up with work access, let alone be able to get things done.

 

TBH I'd most likely just buy another mouse, even another G502 (I love mine BTW), and ask nicely if they could refund you for the purchase price of the original mouse instead of a replacement. But if a replacement is all they can do, then just take it is my advice. I have at least half a dozen mice around the house for either various systems, or for emergency situations... in fact I recently bought a G402 as it was on an amazingly good deal at the time of only £17, so bought it as a backup in case the 502 develops a fault or something. But (fingers crossed( I am still loving the 502 and don't have any problems to speak of and have confidence that it will probably remain my main mouse for a year or 2 to come.

 

If the purchase was that recent you may be able to get more done at the retailer that you bought it at... they are who I contact first when a problem develops. Anyway, good luck with it and I hope you get it sorted soon.

I can understand your point and I am waiting for a while longer before I buy another mouse.  

 

In my opinion though, the amount of time Logitech is taking with no responses is unacceptable even in the current situation.   I am not looking for the resolution but a simple response letting me know what they are doing with the case.  7 days now and no word back.  16 days in total to try and get a resolution to an obviously faulty G502.  

[paddy-stone]

19 hours ago, PyroTheWise said:

I can understand your point and I am waiting for a while longer before I buy another mouse.  

 

In my opinion though, the amount of time Logitech is taking with no responses is unacceptable even in the current situation.   I am not looking for the resolution but a simple response letting me know what they are doing with the case.  7 days now and no word back.  16 days in total to try and get a resolution to an obviously faulty G502.  

I can understand, but if they don't have the staff to do this, then it is what it is.

 

Hell, I have had CS staff at other companies tell me that they don't have the ability to send me confirmation emails about a resolution to my problems even. I've been on the phone to them for say 30 mins and got the problem sorted out, but asked them for a confirmation email to be sent about this for my records and they said they couldn't do it... so then had to pray that the "resolution" actually came through... in my case it was a refund for an undelivered grocery delivery after the driver had broken down. So had to wait around a week to g et my money back, I was not pleased!!

[PyroTheWise]

53 minutes ago, paddy-stone said:

I can understand, but if they don't have the staff to do this, then it is what it is.

 

Hell, I have had CS staff at other companies tell me that they don't have the ability to send me confirmation emails about a resolution to my problems even. I've been on the phone to them for say 30 mins and got the problem sorted out, but asked them for a confirmation email to be sent about this for my records and they said they couldn't do it... so then had to pray that the "resolution" actually came through... in my case it was a refund for an undelivered grocery delivery after the driver had broken down. So had to wait around a week to g et my money back, I was not pleased!!

 

Wow, that is crazy.

 

I did finally get a reply back from Logitech.  They are going to send me a replacement but I have the G502 Hero SE version and that model is out of stock with no ETA on when a new batch will be received.  So my only option was to accept the G502 Hero non SE version.   Kinda crappy that I can't get the exact model I originally paid for, but functionality wise the 2 mice seem to be the same so I accepted.  Now I have no idea how many weeks it will take to get the replacement mouse....

[IcarusLSC]

Logitech service is good once you get a hold of someone from all I've experienced and seen, its just that initial part getting a hold of them that's lacking badly...

[paddy-stone]

21 hours ago, PyroTheWise said:

 

Wow, that is crazy.

 

I did finally get a reply back from Logitech.  They are going to send me a replacement but I have the G502 Hero SE version and that model is out of stock with no ETA on when a new batch will be received.  So my only option was to accept the G502 Hero non SE version.   Kinda crappy that I can't get the exact model I originally paid for, but functionality wise the 2 mice seem to be the same so I accepted.  Now I have no idea how many weeks it will take to get the replacement mouse....

Yeah, that's a shame they don't have the model you purchased originally. Do you have to send yours back? or did they say to keep it?  if you get to keep yours then you could always look into replacing the mouse wheel.

[PyroTheWise]

35 minutes ago, paddy-stone said:

Yeah, that's a shame they don't have the model you purchased originally. Do you have to send yours back? or did they say to keep it?  if you get to keep yours then you could always look into replacing the mouse wheel.

I don't know yet.   I replied the same day and expect several days before I get any information back about when the mouse will ship and if I need to return the old one.

 

[PyroTheWise]

16 hours ago, IcarusLSC said:

Logitech service is good once you get a hold of someone from all I've experienced and seen, its just that initial part getting a hold of them that's lacking badly...

 

I am experiencing Logitech support for the first time and it is not a good impression.   I am taking into account the pandemic situation but it took 17 days to get Logitech to tell me that I needed a replacement and then that they don't even have my mouse.  I am being sent out an equivalent version though.  I still have no idea how long it will take before I actually get the new mouse.  I figure I will find that out in about 6 days when I get another reply.