ComplaintsforLogitech, Inc.

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Initial Complaint
09/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The lettering on a few keys of an 8 month old keyboard have worn off. I have never had this happen before so soon and consider this a faulty item. Tried online support and received no response. After a day or so I did get an email. I have sent pic after pic and the S/N tag. I have been asked multiple times for the ** inside the battery compartment which is non existent. I keep getting asked for the receipt, I have explained 3 times that the average person much but 250 items of this price a year, would not be reasonable to expect them to keep such. Ticket Number : ******** has denied a warranty claim. Would literally cost the company $0.50 in key covers to resolve or even little to replace the keyboard. Ticket Number : ******** was denied warranty coverage.
Business response
09/10/2024
Dear ****,

Logitech appreciates you contacting us to resolve this matter.

Our team reviewed your case and in order to proceed, we need a valid proof of purchase for your MK850.

For further information we would like to refer you to the Logitech Warranty Statement provided with your Combo Touch and available on ************************************************************************;

Best regards,
Logitech ****
Customer response
09/10/2024

Complaint: 22259089

I am rejecting this response because:
It is an unreasonable expectation that a customer retain receipts for items of low value. The should have be able to track the build date by the many numbers listed on the product label. The warranty is not being honored on this poor quality product. They are losing a customer for life due to not sending a couple dollars in parts, not the best businesses decision.

Sincerely,

**** *****
Business response
09/23/2024
Dear ****,

Thank you for your comments. We will pass your feedback along to our team. We always want to ensure we are providing our customers with the best products and experience.

If you need further assistance, please reach us at:
*********************************

Best regards,
Logitech
Customer response
09/23/2024

Complaint: 22259089

I am rejecting this response because:
This is a sad situation, I even sent the reception in. I give up as its $80 and I already put in more time than that. Worst part is Logi lost a customer for life over a failed low cost item.

Sincerely,

**** *****
Initial Complaint
09/02/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A Mevo core was purchased on 8/20/24. Mevo order number ************* It was scheduled to be delivered on Thursday 8/22/2024. On 8/25/2024 I checked and the delivery was delayed according to ***************. I submitted customer service request on this date to **** (subsidiary of Logitech). A copy of the correspondence is enclosed. I did not hear back for five days. So I contacted *************** August 30, 2024, and they began a search into why the product had not been delivered. I have not yet heard back by ***************. I also submitted a second request into the where abouts of the product to ****. This time I received a response from *** stating that this was the first request that they had received.Anyway, after continued correspondence with ***, I have little if any confidence in your customer service. Also, you should seriously speak to whoever trained him. Please see the attached correspondence. Please note, when you make a mistake, even through an agent, you should apologize rather that make excuses or alter the facts. Second, you did not even know the product had been delayed for several days. I was the one that started the inquiry with ***************. Third, never accuse a customer of something that you do not know as a fact!! Simply stated, your company has more than small problems with **************** ********** note, I love ****************** products and have been an avid user for over thirty years. This is my first time I have ever had a problem, and it has nothing to do with the product, rather your ********** please call me on my cell phone to discuss.
Business response
09/03/2024
Dear ****,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We've created a new case for you (********) and our team is currently looking in to your case. We'll be in contact for further steps at the earliest.

Best regards,
Logitech *** ?
Customer response
09/03/2024

Complaint: 22230321

First of all, thank you for responding so quickly.
I am rejecting this response because it states you are only opening a case to look into the issue, which unfortunately is just the beginning point to addressing this issue.
There are two main issues to address with is case:
1.Please either send a replacement Mevo Core for the one that appears to be lost in the mail or refund my money as the product was never delivered.
2. How your Mevo operations handle customer concerns. We need to talk. My cell phone is ************.
As I mentioned in my last email, over 30 years, I have been more than impressed with Logitech products. I have never had a problem until now. I will continue to buy these products. However, if the Mevo customer service is an example of how ******* handles these concerns, I will need to only buy Logitech products from third parties that have a timely, professional, and respectable customer service - example Amazon does an incredibly good job. Not a customer service that does not even know an item has been delayed for many years, does not respond to an inquire, makes excuses, tries to blame others, provides inadequate information on what the next step is, then sends an email the case will be closed when the technician absolutely knows nothing has been resolved - nothing at all had been done on your end, and then claims it is part of a ridiculous procedure that at best makes no sense. So we need to talk. I need to decide whether I can ever order from directly from Logitech again. So we need to talk. Cell phone is ************.
Again, I do appreciate your

Sincerely,

**** ******
Business response
09/17/2024
Dear ****,

Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.

Were happy to confirm a replacement was processed on 6th September 2024 via ticket: ********. We appreciate your patience and cooperation.

Best regards,
Logitech ***
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been seeking resolution to a problem regarding one of there products. Each time I reach out ether no one seems to be available keep in mind I have reached out on multiple occasions during there supposed 24/7 support hours. Each time to no avail and my original complaint has now gone unanswered for almost a month and that is the second ongoing one counting the first would make it over two. The support people have been demanding with things they apparently need after it was already provided in a different format, and I was also informed that the format was enough to continue my resolution. Even after providing a digital receipt from the vendor showing proof of purchase the email chain went cold and whenever I reach back out it seems as if I have been shadow blocked from reaching a person as well as there chat bot seems to not be right and when I try to go back to reach a person again, the older chat messages showed up instead stopping me from creating a new ticket or trying to push along the current one.
Business response
08/30/2024
Dear ****,

Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.

Were happy to confirm a replacement was processed on 29th August 2024 via ticket: ******** and the team has sent a follow-up email. We appreciate your patience and cooperation.

Best regards,
Logitech ***
Customer response
08/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchase date: Nov. 18, 2023 Order # ************* Purchase item Flight Yoke System Professional Simulation Yoke and Throttle Quadrant - Black We recieved the Yoke, however from the begining it did not work. It did not allow to take off or land.We called the help center a dozen of times.We also opened a few online support tickets Ticket Number : ******** Ticket Number : ******** Ticket Number : ******** Each time, we had to go back to square 1, tell the whole story, then the *** will advise a few steps, always the same ones. None which helped We also used ****** and friends at no avail We have no other way to proceed as this is a ***etitive process in which we open a case, tell the story, get the same input then they disappear for weeks on end.All we ask is to return the un functional device, which was unfunctional from day one and get our money back
Business response
08/14/2024
Dear ***,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

Our team is currently reviewing your case, and they will be in contact for further steps at the earliest.

Best regards, ?
Logitech ***
Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Open Ticket # ******** Delt with **** *.Logitech employs deceptive business practices offering the warranty on their product, but engages in the practice of attrition, dragging their feet, collecting irrelevant information, not responding to messages and simply ignoring outstanding issue. The issue of warranty research is past 2 month and counting Below is the copy of the correspondense:Keyboard Issues ***** ******** Picture and receipts are attached. ***** ******** Ticket Number : ******** o1 month ago okeyboard.JPG 3 MB Download omk350-walmart-receipt-2.pdf 200 KB Download omk350-staples-receipt-1.pdf 70 KB Download For future reference, your ticket number for this issue is ******** and you can reference it should you have any further questions regarding this ********* regards,**** *.Logitech Customer Support o1 month ago **** *.Hello *****, I hope this email finds you well. Thank you for providing the requested information. As we review the attached files, especially the photo of your keyboard, it appears that one of them (see encircled keyboard below) is a different model. Please provide the Serial Number which may be located from the back of the keyboard or inside the battery compartment, and the receipt for the said keyboard. This keyboard appears to be an MK710/MK700. Also, with the receipt/invoice provided, we noticed that the device enumerated on the ******* receipt is a keyboard and mouse combo, while the other one from Staples, are stand-alone keyboard. Your ticket number for this issue is ******** Best regards,**** *.Logitech Customer Support o1 month ago oWhich of your K350 that are having a button issue came as a combo?Please specify which buttons are unresponsive on the said keyboard(s) that came as a combo with a mouse.oWhich of your K350 that are having button issue came as stand-alone?Please specify which buttons are unresponsive on the said keyboard(s) that was purchased as stand-alone keyboard.
Business response
08/19/2024
Dear *****,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

In that case, we'd recommend you to please reply to the same email so that the team can continue to assist you further.

Best regards,
Logitech Inc
Customer response
08/27/2024

Complaint: 22135822

I am rejecting this response because:
Vendor is involving exhausting techniques, and instead of honoring the warranty they keep on postponing shipping the replacements and coming up with all kinds of excuses not to do so.
Please drop their rating to Negative, they have no business to be in business

Sincerely,

***** *********
Business response
09/09/2024
Dear *****,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We see that the replacements are approved and are on the way, If you need further assistance, please reach us at:
*********************************

Best regards,
Logitech
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello,Bought a QTY 4 blue Yeti microphones from ******** saw a promotion on the box promising $50 to use on ubisoft App/website for games (on each of the 4 microphones), after opening the package i found the promo ended, I tried to return to ******* who refused as the item was older model, I tried reaching out to Ubisoft and they claimed i need to talk to logitech as they are the ones to control the promotion (says on the promo card itself), more than a month later on constant contact with Logitech they said they cannot honor that so i feel scammed as a customer with false advertising, no one is owning up to the promo giving me a refund or similar promo. your ticket number for this issue is ******** I am demanding a fair refund or honoring the promotion
Business response
08/12/2024
Dear ****,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

Our team has reviewed your case, and will be in contact for further steps at the earliest.

Best regards, ?
Logitech ***
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I submitted a warranty claim for a defective keyboard case and sent Logi all the information. I have followed up several times without a response.
Business response
08/12/2024
Dear Clay,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

Our team has reviewed your case, and will be in contact for further steps.

Best regards, ?
Logitech ***
Customer response
08/12/2024

Complaint: 22117418

I am rejecting this response because: this is not a response. I need a resolution and my new combo keyboard case sent to me

Sincerely,

**** *********
Business response
08/23/2024
Dear Clay,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We see that the team is in touch with you and is assist you further accordingly. If you need further assistance with your products we will be happy to assist.

Best regards,
Logitech ***
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello,I contacted Logitech on July 31, 2024, to request a warranty claim for my defective G915 keyboard, and my ticket number is ********. However, when I received the shipment/tracking email for the replacement, I noticed that the customer service representative made a mistake and sent the replacement to the wrong address, not the one I had provided.I have proactively contacted Logitech about 5-6 times since then, but I was told that the issue had been submitted to the Back-end team and that I would receive a response within 48 hours. However, after waiting FIVE days, I still have not received ANY response. During this time, I have had to use the defective keyboard for work, and I urgently need a new, functional keyboard to ensure my work is not disrupted.Therefore, I am formally complaining about the quality of service from the Logitech ************************* Please send a new G915 keyboard (with clicky switches) to my correct address ASAP. I have mentioned the correct address numerous times in this ticket, so please refer to it or contact me via email.Thank you.
Business response
08/08/2024
Dear ******,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We have prioritized your case and our team is currently looking in to it. They will follow-up with you at the earliest.

Best regards,
Logitech ***
Customer response
08/08/2024

Complaint: 22097307

I am rejecting this response because:
This is not a reasonable explanation. It has been almost two weeks since I first reported this issue. During this time, I have proactively contacted your customer care team no less than 10 times. Each time, I was told that my case had been prioritized and that the back-end team would respond ASAP within ***** hours. However, I have never received any related response emails from you. Is your time standing still? I need a resolution of this issue immediately and please inform me of the solution through this BBB complaint channel; otherwise, I will not accept this response.

Sincerely,

Fuyang Jiao
Business response
08/19/2024
Dear ******,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We'd like to inform you that the team has sent a follow-up email, we'd recommend you to please revert to the same. We have also expedited your case.

Best regards, ?
Logitech Inc
Customer response
09/03/2024

Complaint: 22097307

I am rejecting this response because: I have never received any follow-up email regarding this case after proactively reaching out to your customer service team more than 10 time. I am very dissatisfied about your attitude and service.

Sincerely,

Fuyang Jiao
Initial Complaint
07/23/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed two orders with Logitech in June (order numbers below). I then returned some items from EACH order. Only ONE item has been "processed" (and it was the wrong one) despite them receiving the packages in June. I've also emailed them and have not heard back. From this order *************, I returned the headphones and headphone stand. From this order *************, I returned the camera (this was "returned" but they indicated the wrong color) and the headphones. Tracking for returns: ***** 2762 2478 1278 ***** 2762 2472 7752
Business response
07/25/2024
Dear *****,

Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.

We have created a ticket for you (********). Our team has reviewed your case, and will be in contact for further steps as soon as possible.

Best regards,
Logitech ***
Customer response
07/27/2024

Complaint: 22034677

I am rejecting this response because:
- opening a ticket alone does not resolve the issue.
- The response from the agent in the ticket did not cover all outstanding refunds/issues.

Sincerely,

*************************
Business response
07/30/2024
Dear *****,

Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.

Were happy to confirm a refund was processed on 30th July 2024 via ticket: ********. We understand your concern about another return you made, and we have updated your case, the team should look in to it and get back to you at the earliest.

We appreciate your patience and cooperation.

Best regards,
Logitech Inc
Customer response
08/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
07/23/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I WAS HAVING TROUBLE WITH MY COMPUTER MOUSE WHICH CAME FROM LOGITECH I CONTACTED A COMPANY CALLED THE RING TEAM THEY SAID IT WOULD COST ME $2 AND THEY WANTED MY CREDIT CARD HE COULD NOT DO ANYTHING FOR ME BUT TOOK OUT $66.00 OUT OF MY CREDIT CARD WITHOUT MY PERMISSION THEY TRANSFERED ME TO BBB.ORG THAT PERSON DID NOT EXPLAIN ANYTHING DID NOT FIX THE MOUSE AND HE TOOK OUT $69.00 OUT OF MY CREDIT CARD WITHOUT MY PERMISSION AND BOTH COMPANIES JOINED ME UP FOR THERE MONTHLY MEMBERSHIP WHICH I DID NOT KNOW ABOUT ALL I AM ASKING FOR IS MY MONEY BACK IN FULL
Business response
07/30/2024
Dear *****,

Thank you for reaching out to get this issue resolved!

Unfortunately we aren't able to find any record of that interaction with the email you provided. It looks like you may have contacted a different company as Logitech is not associated with "The Ring Team".

We always want to ensure we are providing our customers with the best products and experience. If you need further assistance, please reach us at: *********************************

Best regards,
Logitech

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