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(More customer reviews)Logitech Keyboard Issue
On 22-Nov-2004 I called Logitech at 1-702-269-3457 to arrange for an RMA.They said no need to return the broken unit, they would send a replacement keyboard out within 24-48 hours.They assigned Case #XXXXXX and RMA# XXXXXX.
On 29-Nov-2004 spoke to a nice person(name witheld) who was pleasant and polite.I told her that the good news was that I just received the replacement keyboard, the bad news is that it is the wrong one.It is a "Media" model which is a lower model than the "Elite" that I purchased.I pointed out that this model is missing 2 key features, the thumb wheel on the left and the volume dial on the top; the 2 main reasons for which I bought the Elite model.
She put me on hold and when she came back, she proceeded to try to convince me that the model they sent me was an "upgrade" from the "Elite".I explained to her that her assertion was incorrect and the "Media" model was clearly an inferior model.I pointed out that on Newegg.com, the "Media" sells for $18 while the "Elite" sells for $29.I again pointed out that this model is missing 2 key features, the thumb wheel on the left and the volume dial on the top; the 2 main reasons for which I bought the Elite model.
She put me on hold several times during the call which, by the way, lasted for 55 minutes.Each time she came back she continued to try to sell the idea that I was getting an upgrade.I was patient for the first 50 minutes of this but I'm not a saint and finally stopped her. I told her that I was an Engineer, a very technical and computer savvy person and that no one, any where would consider what they did an upgrade. I told her that I didn't appreciate being treated this way. And requested to speak to a supervisor.
At that point, she admitted that the "Media" model was missing features and that she understood my concerns.She then said that they had no more "Elite" models and that's why they sent the "Media" model.I suggested they get one from one of their vendors like Newegg.com; she said I WOULD HAVE TO BUY IT FROM THEM DIRECTLY and they had no way of compensating me for that.She then said that the "Elites" were no longer being manufactured.What should I believe here????
So in the end, they did not comply with the terms of their own warranty.When I pointed that out, she said that they did by sending me the inferior keyboard.
How ridiculous is this!!!!!!!!!!!!!!!!!!I was appalled!If it didn't happed to me, I would have doubtedthat it really happened.Finally, I asked if she was going to comply with my earlier request to speak to a supervisor.She said yes and went on hold yet again...she came back and we waited for another 5 or so minutes for the supervisor (Todd) who never answered. She then asked if she could have him call me back in a few minutes and confirmed my phone number.
What nonsense!I have never seen a company tell such bold falsehoods to avoid fulfilling its warranty commitments, especially considering that this was all for a lousy $30 product. Wouldn't it have been easier to just make the customer happy and handle this? They won the battle, but I'll win the war by never buying another Logitech product again and I urge all of you who read this sad tale to also avoid buying from them.
The supervisor NEVER CALLED.Run, don't walk away from these guys.
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Product Description:
Upgrade your PC's keyboard to the Logitech Media Keyboard and enjoy premium comfort, high style, and a variety of extra buttons to make your digital media experience easier and more fun. Open your favorite media player and control music or video playback functions with a single touch. Navigate the Web or launch Microsoft Office applications from the keyboard. And the thinner, flatter design, with its refined key shape and layout, delivers an amazing level of comfort. It's spill resistant, too.
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