Posted by baristabob
My terrible experience.
October 21, 2023 I placed an online order #1286504634639, for a REFURBISHED G920/G29 RACING WHEEL FOR XBOX, PLAYSTATION AND PC - BLACK PS5 / PS4 / PC.
October 23, 2023 notified the item will be delayed due to backorder. I checked the site and the item was still available and in stock. I replied I did not understand the delay.
October 27, 2023 received a notice item shipped on 10/26/23. Tracking Number: 713196899819. Item received by Fedex and at their Irving, TX location.
November 5, 2023 I raised my first concern and was told it would take 7-14 business days to investigate. This is not customer service, this is a delay tactic. Ticket 12017964.
November 13, 2023 reached out to customer support trying to figure out where my package is with an answer to respond within 48 hours. Did not happen. Ticket 12062246.
November 16, 2023 reached out again. Moved to a higher level of support. Ticket 12081859 was combined with ticket 12062246 above. Told 24-48 hours for response. This is after I pointed out the issue is it has been stuck with Fedex all this time. I requested a replacement and suggested Logitech can file a claim with Fedex. No response in 48 hours.
December 3 and 4, 2023, Dave C from the first ticket 12017964 makes contact to communicate the investigation is complete and reshipping. He then asks me to verify my address.
However, by this time over 30 days later and having gone to your competitor to fulfill the needs for my F1 racing party, I no longer needed this. In addition I already reached out to PayPal and Digital River for help in obtaining a refund.
Here is where the customer service experience goes from bad to worse.
I informed Dave C. I initiated an investigation by PayPal and I needed a refund so I could tell PayPal a resolution was reached. Dave C. then, what I consider a threat and coercion, tells me in order to receive a refund I must send Logitech, on bank letterhead, the dispute has been lifted. I have communicated twice now that I won't give up my dispute rights with PayPal until I receive the refund, provided the case number of the PayPal dispute and recommended Logitech can more effectively and efficiently end the dispute by providing the refund and informing PayPal of such.
I would like attention drawn to how the support team treats customers. I feel I was patient and understanding up until no communication from mid November until early December. And then treated terribly.
Thrustmaster, your competitor in this arena, provided quick response and delivery, but I still missed the Las Vegas party I was going to host.
This experience has me researching keyboards and mice to replace all my Logitechs across three personal PCs
And it gets worse....
A few days after sending the above via mail (no way it reached them yet) to Logitech, I see a Fedex notice that something is coming from the same facility that had lost the initial order. I replied back to Logitech to recall the parcel as I had requested a refund and purposely did not confirm my address.
I use their site to initiate a return only to receive my order is outside their 30 day window return. I literally received their merchandise 2 hours prior!!!
No response from support in over 24 hours to this fiasco.
The box sits here unopened. I don't want it, I don't need it