Logitech support sucks

[asquirrel]

Around a year ago I bought a Logitech MX518 Gaming because I saw the LTT video for it and my current MX518 had been going strong for ~5 years, but it was showing signs of age. Well, my MX518 Gaming has started doubleclicking in the past month or so. So I opened a support ticket. I have owned the mouse less than 1 year and it has a 2 year warranty. So far Logitech's support has replied exactly one time and they did not even bother to read my ticket, they just sent the standard canned response of "try setting the double click speed in Windows." "Make sure to try it on another computer" "make a video of you clicking on this web page designed to detect double-click events".

 

My original ticket? It mentioned that I had already tried the mouse on 3 different computers (windows desktop, macos macbook, and linux minipc) and all displayed the same behavior. I also attached the invoice from amazon to the ticket, where it shows date of purchase and what items I purchased.

 

Since the ticket requested it, I made a youtube video proving the issue. I tried calling their support phone lines. After 30 minutes on hold, it disconnected me. You can 'leave a voice mail'. What the fuck is this? 1999? We both know you aren't going to fucking call me back. THEN IT HUNG UP ON ME! So I called back, waited *another* 30 minutes, and still got hung up on.

 

Looking on the /r/logitech subreddit shows that logitech support is notoriously horrific. I'm having a shitty week, I'm in a bad mood, and this was just one more thing on the plate. Most people in /r/logitech say it takes > 1 month to get an RMA. This is stupid.

 

Edit / Update 1:

So they actually did call me back. So, apparently their voice mail thing isn't complete bullshit. Which is shocking. The guy on the phone was...He himself was helpful. The company he works for is not. So, for example, if you're in a sit-down restaurant and your steak comes out burned to a crisp, it is not your server's fault; the cook screwed it up. But the server still works for a restaurant that gives 0 fucks about the food they send out of the kitchen and which takes no pride in their job as a restaurant. Anyway, I had to make a second youtube video showing the serial number of my mouse. My camera, initially, refused to focus on the serial number (initially I thought the focal length of my camera lens was such that if I was close enough to read the letters it was inside the minimum focal range). To which the answer was, in that practiced customer service speech: 'well then go to hell. Get it, or fuck off.' He had heard many angry customers like me over the years, and he both had no interest in communicating my anger, nor any belief that logitech would change. So, don't give them money. Make them lose market share. Suddenly, maybe they'll give a damn about customer service, after they've been thoroughly replaced. How long does anyone think MSI is going to be around for?

 

But, eventually, my camera decided to cooperate and focus on the tiny ass serial number on the bottom of the mouse. I then show that, indeed, the issue occurs, and supposedly my issue is on its way to resolution.

 

I do not plan to ever buy another logitech product again. Now, a lot of people say that. I have boycotted Electronic Arts for the shutdown of Earth & Beyond + Westwood Studios ever since that happened. I have not played, bought, or otherwise used any EA product or service for the past, what, 17 years (2020 - 2003 = ~17 years)? So, yea. The only thing that made me consider breaking that boycott was how well received the C&C Remaster was. That seems like a genuine good-faith effort to say "sorry we fucked up something you all loved."

 

I mean, seriously, this is a $60 mouse. They are treating it like they get a 40% fraudulent RMA rate. I would *maybe* put up with this level of stupidity for a $20,000 item, but not for a $60 one. And telling me that my warranty is 100% contingent on having a camera capable of focusing on the tiny-ass letters they put the serial number on the mouse with?! No. That's crap and half.

[BlueChinchillaEatingDorito]

5 minutes ago, asquirrel said:

 I'm having a shitty week, I'm in a bad mood, and this was just one more thing on the plate. Most people in /r/logitech say it takes > 1 month to get an RMA. This is stupid.

I understand that, but if you're just coming here to swear, no one is going to help you. Nor is Logitech for that matter.

[asquirrel]

2 minutes ago, BlueChinchillaEatingDorito said:

I understand that, but if you're just coming here to swear, no one is going to help you. Nor is Logitech for that matter.

My post was to make sure other people know who they are dealing with.

[AnonymousGuy]

I ditched Logitech cause their GHub software you get raped into using if you buy a new model G-sucked-dick.  The epitome of something that was probably yeeted to a bunch of contract developers in Bangalore who had zero clue what the fuck they were doing.

 

And it's sad cause their G703 is ergonomic as hell but it's just ususable in gaming with how terrible GHub is.

[MartinKweh]

Im fine with them. My G502 (double clicked but I easily  repaired it) and G603(with indefinite battery. its 2 months now and its fine with the original battery it came with) 

 

I gave up on its warranties since my country is outside their support range so i practically fix it on my own. 

[asquirrel]

5 minutes ago, MartinKweh said:

Im fine with them. My G502 (double clicked but I easily  repaired it) and G603(with indefinite battery. its 2 months now and its fine with the original battery it came with) 

 

I gave up on its warranties since my country is outside their support range so i practically fix it on my own. 

Yea, if it was out of warranty I'd just pop the sticker and see what I could do. But it's in warranty, so it's on them. The funny thing is, they put one screw under a sticker, and the rest are under the glide surfaces. They *really* don't want you opening this thing. At least, if you do, they don't want you to ever enjoy using it again. lmao.

[zeusthemoose]

My experience has been very different. I have had to rma my mouse (g903 lightspeed) twice already. Both times my mouse was suffering from similar issues. I sent emails both times describing my issues and they replied within a reasonable amount of time with some troubleshooting tips. Of course nothing worked, so they replaced them for me. The first one was very easy and they just sent me a new mouse and had me keep the old one (still gets used occasionally). The second time they needed video proof of me destroying it before they would send a new one; this is their current practice for replacements. However when I asked, they did agree to send the mouse first and let me destroy the broken one when it arrived under the condition that if I didn't, the warranty would be voided on the new one. So I sent a destruction video when the new one arrived and number three is working for now. Honestly, I dont think the second one was still under warranty when it got replaced. Also, someone else on the forum said they kept their broken one when the same thing happened and still have the warranty, so who knows if the destruction was really needed.

Keep contacting them (email might work best) and you will get your replacement. I am in no way saying it is good they take so long, but honestly it is what it is. A month seems a bit long from my experience, but a couple of weeks does sound very likely.

[eeeee1]

other than a little hiccup with g-hub and this weird thing where the audio gets hammered when i power on my headset, i can say i feel very lucky. god bless you op and all the unfortunate souls