Logitech - Worst customer support

[BombTime]

Name of Brand:
Logitech

 

Description of your issue:

Bought the new Astro 50 X's and the base station died so tried to use there tech support and that's where this saga starts. They have seemed to move from any sort of normal tech support to an AI based chat bot for all tech support. The support is done though one of those tiny windows in the lower right. The bot seems to get super confused with normal issues like "it wont turn on".  After trying to get it to accept my serial number for 30 mins, I asked for it to transfer me to a human since the link for it claims 24/4 tech support. It got some more info out of me and told me it would be a 10 min wait. After 20 mins it told me that they were to busy to and leave my email and name and support would get back to me. Left my info and clicked on the call us button as the product was not cheap and I would like to get the issue resolved. The call us page takes you to a blank web page. Its now been 24 hours with no response from tech support. I did get a nice email transcript of my conversation with the chat bot as a prize. Googling for the Logitech teach support number comes up with the fact that the call tree has been replaced by the same AI chat bot with the inability to get to a human. Going to there company discord in the general chat is just people asking for support and being directed to a support channel with links to the same chatbot. Went to the email they sent me for buying the headset (offering me a store coupon to leave a review) filled it out and hit submit, its now been over a day and the review still is not on the site so just like with the video of linus posting the bad review and it not showing up for there handheld that was not out but the good review instantly went up, they seem to be blocking x amount of bad reviews to keep the star count for products up high.

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

The brands customer support is the issue.

 

What would an ideal resolution of your issue look like?

Any sort of real customer support for logitech

 

[DoctorNick]

4 hours ago, BombTime said:

Name of Brand:
Logitech

 

Description of your issue:

Bought the new Astro 50 X's and the base station died so tried to use there tech support and that's where this saga starts. They have seemed to move from any sort of normal tech support to an AI based chat bot for all tech support. The support is done though one of those tiny windows in the lower right. The bot seems to get super confused with normal issues like "it wont turn on".  After trying to get it to accept my serial number for 30 mins, I asked for it to transfer me to a human since the link for it claims 24/4 tech support. It got some more info out of me and told me it would be a 10 min wait. After 20 mins it told me that they were to busy to and leave my email and name and support would get back to me. Left my info and clicked on the call us button as the product was not cheap and I would like to get the issue resolved. The call us page takes you to a blank web page. Its now been 24 hours with no response from tech support. I did get a nice email transcript of my conversation with the chat bot as a prize. Googling for the Logitech teach support number comes up with the fact that the call tree has been replaced by the same AI chat bot with the inability to get to a human. Going to there company discord in the general chat is just people asking for support and being directed to a support channel with links to the same chatbot. Went to the email they sent me for buying the headset (offering me a store coupon to leave a review) filled it out and hit submit, its now been over a day and the review still is not on the site so just like with the video of linus posting the bad review and it not showing up for there handheld that was not out but the good review instantly went up, they seem to be blocking x amount of bad reviews to keep the star count for products up high.

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

The brands customer support is the issue.

 

What would an ideal resolution of your issue look like?

Any sort of real customer support for logitech

 

Apart from the annoying AI chatbot, I don't see an issue. You left an email and hopefully provided enough info. I guess they'll get back to you within a week or so

[Erioch]

Yeah, 24 hours isn't a long time to wait for a Customer Support reply.  Neither is a 20 minute wait.

[Egon3]

I had a defective switch on my G513 Brown keyboard and had pretty much the same exact experience contacting Logitech support just a few weeks ago. It seems like they only respond every few days. Here is a timeline of my events:

 

3/18 - Initial contact with support, go through chatbot process, no one is available so I get an email with transcript and ticket number.

3/20 - Still no response from Logitech so I reply to the email if someone can assist and further explain the issue.

3/24 - (Late night) I receive email response from a human asking for my shipping info and receipt

3/25 - I respond with the requested info

3/27 - Logi support confirms receipt of the info and that they have put in a "replacement request"

3/29 - Replacement is approved and the order is put in to ship out the replacement

4/2 - Replacement is shipped and I receive tracking number

4/5 - I receive the replacement

 

My particular issue was that the B switch was defective and giving me repeated presses. Now that I have my new one, the S key is doing the same thing. Sad part is these are actual Kalih brown switches but they're soldered in so you cannot easily swap them out.

[Nexxus]

Gonna be real if you think this is "The worst" customer support I dread to think what it will be like when you experience actual god-awful support.

Try mailing a product back to a company 5 times to get "fixed" and getting it back with the same problem every single time leaving you unable to use the product for months and at the time it was the most expensive thing you ever bought. Not to mention only getting them to finally replace the product as they should when you called out the CEO on twitter.

[BakaDani]

I recently had issues with my Logitech mouse and reached out to support to fix it. Basically, my mouse would randomly disconnect and I would have to unplug and replug the dongle to get it working again. For context, the mouse in question was the G Pro X Superlight 2.

 

While Logitech uses a chat bot on both their text chat and their phone tree system, you can eventually get in touch with a real person through email. It appears to have a trigger word if you say something along the lines of "I want to talk to a real person." This chat bot in my experience was very annoying because it was assuming I was having a different issue and was recommending me to follow steps that I know won't work because it's not related to my issue. Later, after saying "I want to talk to a real person" the bot then requested me to answer questions like Name, Email, etc, for it to be forwarded to the CSR. The problem was the the bot was in two different conversations and every response was doubled. Their bot is very flawed and needs to be looked into. It was not a good customer experience.

 

When I was finally emailing a real person, within like 2 or 3 emails I had a new mouse shipped to me. They didn't even ask for the old one back (but they told me to keep the old one just in case they ask for it back).

 

tl;dr, Logitech's customer support is actually pretty good in my experience, except that stupid AI chat bot that you have to get through before talking to a real person.

[beat_g]

What I find strange about Logitech is that you can not order replacement keycaps for their low profile line of mechanical gaming keyboards (G81X/G91X). These keycaps tend to break when "abused" in an FPS after a while and I think you should be able to order individual replacement caps in their store for every keyboard layout that they sell.
As soon as your keyboard is out of warranty, it would basically be E-waste if a keycap breaks, and we all know a G915 is not cheap.
I had to get replacement keycaps from a vendor in china and to my surprised the looked and felt like they were 100% original.

 

[WUPHF]

Logitech has previously taken great care of me under warranty - replacing a whole mouse when I just needed replacment pads, wasteful for them, but I kept both mice and eventually gave the extra away.

 

Recently I had a G432 break where the headband connects to the ears. You can Google this and it comes up as a pretty standard issue. Unfortunately I was outside my warranty ( it was just under 3 years, warranty was 2 years) but I buy logitech pretty faithfully, maybe they have a part or they'll cover it since it's pretty obviously defective. Reached out and they could only offer a 30% off coupon, and even that was after some persistence they fix it. This also required an escalation and a wait of multiple days.

 

Still like logitech - but I havent bought anything else from them ( I sampled their newer headsets and they lacked adjustments, just uncomfortable) - the quality seems to be declining, and if they won't stand behind the products I don't need to buy them