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Logitech.com: How Not to Provide Adequate Customer Service
With the current state of the economy, companies are under pressure to lower prices and provide excellent customer service in order to appeal to increasingly frugal shoppers. As consumers grow more and more selective about what products to purchase and from whom they buy them, retailers must update and alter existing sales plans to adequately meet shoppers' needs. In his blog this week, Eric Pratum explains how Logitech.com has now joined Best Buy and Office Depot as less-than-credible outlets that discriminating shoppers may want to avoid.Pratum purchased a diNovo Edge rechargeable, wireless keyboard six weeks ago through Logitech.com. When the keyboard arrived damaged, Pratum engaged in a lengthy and frustrating exchange with customer service that is just now being resolved. In his commentary, Pratum details at least seven instances of shipping mistakes and negligent customer service, one of them involving a rep who told Pratum that he would have to personally pay for the damaged item's return shipping costs.
For a full rundown of other ways to anger and ultimately lose your customers (like mailing their purchased items to the wrong address, for instance), you can read Pratum's itemized Logitech complaint list right here. Ralph Nader would be proud. [From: Eric Pratum]
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Comments
3
Subscribe to commentsWinterTigerApr 24th 2009 2:42PM
Funny, they must have just gone downhill recently. I've had to replace two products under warranty a few months ago and had not a single issue. They even sent me replacements without asking for the original devices back. I actually repaired one of the mice and now have two MX Revolutions for the price of one. I informed them I'd fixed the old one before they shipped my replacement, and they still shipped anyways. I was very pleased and recommended them highly for it. Oh well, guess the economy really does turn good companies a little down after a while. Hope this was isolated...
Eric PratumApr 25th 2009 1:22PM
Thanks for sharing my story. I still haven't received the new keyboard... really hoping this one comes in soon and works so that I do not have to deal with Logitech for a while.
@WinterTiger I'm glad to hear that someone has had a good experience with them. That gives me hope that they are not perpetually this bad.
Cheers
PatAug 31st 2009 9:03PM
Since I bought Logitech's EX110, wireless keyboard mouse combo, I thought for the $100 it would be a satisfactory product and it was until...the freeking dongle broke at the edge of its' case. Oy-gevalt, and I'm not Jewish, but OY! I called Cussedumber Unservice several times and got; hung up on waiting for the "Next Available Representative"-- Repeated complaints did no good -- was told I'd be called back...uhhhh Yeah, I'm still waiting. Decided to run the issue again. Called Logitech CANADA on a tip, no joy; call Cussedumbe Unservice....! The !@#$%^& F%^$ $^&* jerks didn't even answer the phone. So Eric, it's more than evident that Logitech is in it for the money, not service, not caring, not anything but the money. I hope those Nipponitwits loose their collective - a**- in business because they're really sticking it to us, for the money. Unfortunately , we're on the B.S. side of Money, they walk and we talk, to no avail. Hey folks, get behind the effort to unmask and identify the creeps for what they are. Let the world know. Sorry for the rant, but I'm tired of being screwed by disreputable firms. PAT