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Logitech

Customer Service Ratings and Comments

Logitech is ranked #75 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 50.82 out of a possible 200. This score rates Logitech customer service and customer support as Disappointing.

NEGATIVE Comments

31 Negative Comments out of 37 Total Comments is 83.78%.

POSITIVE Comments

6 Positive Comments out of 37 Total Comments is 16.22%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I am furious at Logitech. I bought a web cam online that stopped functioning after a few months. I registered the product also. When it came time to have to return the product, this is how "Customer Service" wanted me to handle this situation, They would not accept a working link to my amazon account to show a receipt, nor would they accept a copy of the receipt I did through cut and paste. Here's what they will accept.


    save a hardcopy of your receipt in your computer by either taking a screenshot or scanning it.
    > open the file then press the Print Screen button on your keyboard.
    > open MS Paint in your computer then press Ctrl + V. This will paste the receipt to your ms paint.
    > click on File > Save As. Please make sure to change the file format to JPEG (second drop down menu )
    > then save. you now have a jpeg format of your receipt then when replying to the email from logitech, just
    > attach the receipt file by clicking on the attach icon ( ussualy a paperclip logo) then send.

    Also, please include your phone number on your next reply.

    This does not sound like customer service to me. This sounds like customer bullying of someone who really is quite adept at computers and manipulating the customer so they give up.


    Overwhelmed 3/6/10 1:13AM

  • I will never buy a logitech product again, contacted custome service on my problem with th Z 5500 speaker system, went through all the diagnostics, and was not able to cure the problem. Remember this is a $400 computer speaker system. Contacted again and with some new info the pod was indicating an error message and I thought this would help the techs with the problem. I was advised that the system was not fixable and they offered me a new system at 50% off. This is unacceptable for a premium system. They should have replaced it or offered to replace a component. Talked to a supervise..Worthless.................NEVER BUY ANY LOGITECH PRODUCT BE FOR WARNED.

    SCHOOM 2/20/10 11:25AM

  • Don't buy Logitech Remotes you'll inherit headache after headache. I have 3 Logitech remotes the Harmony 1000 and two Harmony 659. I have had both programming issues and my Harmony 1000 has had a poor battery to metal clip connection since I purchased it. I tried to just add/stuff tape to make the connection more solid but the clips inside the unit have just continued to not make a connection or intermitent connection with the battery. Customer support is terrible with them wanting to spend hours diagnosing a problem I am already aware of. I hired professional audio technicians who set this system up for me but at the same time admitted they have had many problems with Logitech equipment. They say their are just no better alternatives. DO yourself a favour and find an alternative to Logitech audio remotes.

    Dave 2/9/10 12:43PM

  • I received a pair of noise cancelling headphones as a gift that were great until they broke (right before warranty expired). Called Logitech. First person I talked to was helpful, but since I didn't have a GIFT RECEIPT, they were limited in what they could do. Looked up the replacement item they offered. What an insult--they were replacing my $80-$100 item with a cheap pair of $15 headphones that didn't compare to the original replacement. (Do they read the reviews of their own products on their own website?).

    Tried to call back and talk to the first agent that helped me. New agent refused to connect me to the old agent and told me to 'call back and maybe I will get him'. If the phone call system is a lottery, in essense, what is the point of calling back?

    After numerous emails to customer service that got nowhere over the last few weeks...I finally asked them to replace my item with a pair of noise-isolating headphones...(something that is currently made, since they don't make my old headphones anymore)

    Customer service said they can't help me and to contact sales if I want to buy another item. This last reply tops them all though. Let me ask, if I am having so much trouble getting my item replaced under warranty, WHY WOULD I CONTACT SALES DEPT AND BUY ANOTHER ITEM?

    All I want for them to do is to replace my noise cancelling headphones with a comparable pair headphones. This is the item that the FIRST PERSON that I spoke to on December 22 had offered.

    Even if I get an acceptable resolution from this, it is not likely that I will buy a Logitech item again. I think it is extremely poor customer service to not properly take care of customers during the warranty period. It is unfair to require a receipt for a product that was given to me as a gift. (Do you keep gift receipts on all of your Christmas and Birthday gifts?) How hard can it be for Logitech to offer a pair of $50 headphones to replace an $80-$100 pair of headphones to keep a customer happy and willing to be loyal to their brand?

    Sorry that was long, but people need to know how they treat their customers.

    Anonymous 2/8/10 7:42AM

  • I have been a harmony customer for nearly 5 years. My harmony 890 finally started falling apart after years so I decided to upgrade to the 1100 this summer when I replaced it. I received a PS3 for Christmas and purchased the adapter so that I could control everything with my 1100. When I tried to connect it to my computer to update it my computer would not recognize the remote. I went through every posted solution on every discussion board I could find with no results (including Logitech's answer page). I tried submitting a support request via my usual email address (not work or school to eliminate spam). The address was in their database but no password I could recall. When I requested they send me my password they claimed the very same address they just told me I could not register because it was in the database was not in the database. I tried calling support but was left on hold for over 3 hours. I finally gave up and registered a support request via my old school email. I received a notice of receipt and even a survey about the quality of my service but was never contacted to resolve my issue. I am left with over $500 in hardware that is not updatable and I cannot get support even though my remote is less than 6 months old. As a long time fan of Logitech's remotes I am unbelievably disappointed. Even more, as the newly hired Director of Sales and Marketing of a home automation company it is utterly abhorrent to be treated in this manner. It's the reason why home automation has floundered for decades.

    The Error is:
    The Logitech Harmony Remote Software says "Please plug in the remote or press any key to wake it up" when connecting my Harmony 1100"

    I have followed all directions on Answer ID 9566 with no results.

    I am running Mac OSX 10.6 Snow Leopard. I have followed all directions under forum thread Mac Snow Leopard (10.6) communication issues with Harmony 900/1000/1100.

    The remote is simply not recognized by the system. The USB ports have been tested and communication is normal with other devices. The remote has been tested on other computers and operating systems and is still not recognized when plugged in. The error is clearly with the remote itself. As I have exhausted all available solutions on my own I clearly need technical assistance (and from forums I have read when none of these solutions work I probably need a new remote). It has been two weeks since the filing of my claim and I have had zero response. It has been a week since I submitted my survey regarding my customer support indicating my problem had still not been addressed.

    jhubba10 1/26/10 11:07AM

  • I have a logitech ipod speaker dock. The AC adapter died. When I went tot logitech website the link to the "parts store" gave me a server error. Email support consisted of an email telling me to call. The 1-800 number directed me to a pay call. Customer support then would not even SELL me a new adapter, but offered some coupon to buy a whole new unit for half price. I didn't need new speakers, only a cord. Basically it seems like the company policy is to withhold a low price adapter in hopes that you will buy a whole new unit. Instead of making a sale, they alienated a customer.

    neilf23 1/20/10 8:06AM

  • I cancelled an order 15 minures after placing it. Logitech says it will require 4 to 6 weeks for me get a refund. I pity the poor souls who have to work for this lousy outfit.

    Rottenlover 1/18/10 2:52PM

  • I have been complaining that that I have purchased a remote 3 years back and i have some key issues (couple of keys are mot working). I am ready to spend for the repair but changing the remote is not an option inspite of logitech giving me 50% off. Max i will spend on repair would be $50 and I am not willing to spend $150 after discount for a new remote. It is like telling me to change a 3 years car because of a defective bulb! Comeon guys be real!
    If you want me to buy a new one..then you need to give me 75% off. Let me know if you want to take this up and solve or I will go ahead and file a court case and go to the media.

    Naveen 1/10/10 8:19AM

  • bought two remotes for x mas gifts, one for my mother and one for Grandma. The remote for mom will not controll the satelite tv box or the DVD player and the remote for grandma will not controll the new Phillips flat screen, Harmony said they dont have the software to update for the Phillips tv and dont know about the satelite box. called customer service tech #1 and all he could offer was an update wich did not help, said we needed to talk to a tech #2. Waited for 2 weeks and no call. called back and wanted a return authorization, tech #1 said i had to talk to tech #2 for return authorization. waited another 2 days for tech #2 to call and he said he was only tech support and could not authorize a return and had no suggestions. long story short, very unsatisfied and will never buy another Harmony product.

    Anonymous 1/7/10 3:34PM

  • Called the 646-454-3200 and after entering the prompts was instructed by an automated machine that I had to call 866-291-1505 to get support for Harmony remotes (apparently this device is so worthless that it needs a dedicated support line for it). So I called and after staying on hold for over 50 mins (I wouldnt give it a full hour) I gave up.

    SOMEONE NEEDS TO REPORT THIS COMPANY TO THE BETTER BUSINESS BURO OR FILE SOME COMPLAINTS. THE CUSTOMER SERVICE LINE IS A SHAM.

    DESMOND 12/28/09 3:02PM

  • I continue to try to work out an issue regarding my Logitech PS3 adapter. I've spoken with several support representatives from across the globe and continue to be told that my product will be replaced via RMA. However, the RMA email does not come and I have to call again (and go through troubleshooting yet again).

    The issue has been 'escalated' and I continue to await resolution, but I fear that - assuming I pay myself even minimum wage - I've exceeded the value of the product itself with just my time working the issue.

    I will not purchase or recommend a Logitech product again.

    paq237 12/12/09 10:49AM

  • I have been trying to get my PS3 adapter replaced and have found the customer service people to be quite friendly, but utterly useless. I have now rung 5 times and sent 3 emails. The response everytime is that my issues has been escalated and that they will contact me soon. Weeks go by and i hear nothing so I go through the cycle again.

    As one person said above, its the avoidance game. I am now returning my product as it does not work and Logitech are, as far as i can tell, refusing to assist.

    Anonymous 12/10/09 6:32AM

  • Had an issue with Web cam .Email to support 10 days later got reply and it would not have helped because the issue was a focus ring which was not in the instruction set up . Dell saved the day with their support team. Otherwise it was going to be returned.Sent two other emails seeing how long it takes for a response. Then I will write the company.

    Anonymous 11/14/09 2:04PM

  • I am trying to get A REPLACEMENT for a failed Nano V450 purchased 4 months ago without success. They are playing the avoidance game.

    No more Logitech products for me

    Jacqo 10/31/09 11:49AM

  • Worst customer service experience I have ever had. Beyond bad.

    Anonymous 10/22/09 3:45PM

  • I received a defective Logitech Pure-Fi Anytime. Returned for refund. RMA e-mail states: "Once the return is received, please allow 7-10 business days for the credit to appear on your account. Credit will be issued to the payment method or credit card used for your original purchase only." A month later I have not received a credit so I call, spend 45 minutes on hold, and I am told that refunds take 8-10 weeks. I mentioned the 7-10 business days and the ever apathetic rep replies in monotone "Wow, that's news to me. I'll be sure to mention that to my supervisor when he gets in to the office." Right. Why don't they just give it to us straight and say tough luck, you bought from Logitech.

    Logisloth 10/22/09 7:19AM

  • I would like to start out by saying that I have been a life long Logitech user. After the past week, I will never buy another Logitech product again. The customer service is by far the worst of any company I have dealt with. The rep that I spoke to actually asked me to go into my start menu to access my device manager when I called about my mouse and keyboard not working. As if that wasn't bad enough, she asked me to do this 3 times. How in the world would I access anything with NO MOUSE OR KEYBOARD!?!? To make things worse, the rep didn't even document the almost 2 hours I spent on the phone with her, thus nothing ever happened. I would be so embarrassed if I was Logitech. Totally Absurd.

    LogiitechNoMore 10/19/09 6:53PM

  • I b bought a LOGITECH 2.1 Speaker(S-200) few months ago(6th july 2009) which eventually stopped working within a month of purchase.However I returned it back to the shop(Softech,Siliguri,WB) where i bought it from for replacement/repairing purpose.I was assured from the shop that they are gonna forward this speaker to the LOGITECH CUSTOMER CARE center.Since then it has been almost one and a half month past away,I have not got the speaker back.This is not the first incident though.Earlier a friend of my suffered the same fate when he received back his keyboard exactly 6 months after he submitted his item within warranty period.This is how Logitech serves their customers.I dont know how to deal with this situation now....after committing such a mistake to be entangled on this trap.

    Souvik 10/18/09 12:44AM

  • Have a Harmony 890 Universal remote which worked fine and was easy to set up, except the volume control button is bad on the remote. After 40 minutes, I finally talked to someone, who was pleasant, but brutally repetitive, and waited for the return phone call (I was told 2-3 days) to schedule the replacement. 6 days later and no call. So, I call again, even with the incident number I am on hold for 50 minutes, and never did get an agent before the 10pm closing time. Wondering if I should go to Best Buy and squawk? Still under warranty.

    Jeff 10/17/09 4:08AM

  • unable to solve anything on either my problem devices going into sleep mode.

    overhand 10/16/09 11:47AM

  • More than two weeks after Logitech received my broken mouse for warranty replacement, it still had not sent out the replacement. I called, and after waiting on line for almost 30 minutes, was told it was "out of stock." I have now been without a mouse for almost a month, between weaiting for the RMA label, sending it to Logitech and on.

    That's the kind of service that assures my next purchase will be another manufacturer's.

    ir 10/13/09 8:38AM

  • If you call Logitech Technical support at 646-454-3200 you will be on hold for hours. Good luck, if you do not believe please call the above phone number and you find out for yourself. So before you buy a Logitech product be careful. If your are interesting please feel free to contact me. I do work for this company or been pay for making this comment.

    Johnny 10/12/09 6:07PM

  • Fot the past year my son (in Australia) and I(in Edmonton, Alberta) have been trying to get Logitech to replace a Quickcam AF Webcam that did not work. They never answer emails or letters to central office in Califoria or phone calls to Logitech in Austrlia.\so one would have to assume that their two year warranty is just a piece of paper once they get your money.

    Anonymous 10/12/09 10:49AM

  • Been trying to get through for days to make a warranty claim. Hold for an hour then they hang up. Submitted email claim. No response after 3 days.

    Perhaps the worst customer service experience I've ever had, and I haven't even been able to talk to anyone yet.

    readams 10/10/09 12:17PM

  • Worthless. I don't believe that there really is a customer support system.Just a machine that hangs up on you.

    Anonymous 10/8/09 7:50AM

  • I purchased a set of Logitech Noise Cancelling Headphones, and within a month, the noise cut out of one side. At first, Matthews at customer service told me that they would replace the product, but then noted that the product had been end-of-life'd. Instead, they would offer a full refund under warranty.

    So, with a case number in hand and instructions for returning the defective device, I sent back the headphones and within a few days had received a delivery confirmation in my inbox. I trusted that the refund would occur in a couple of weeks, but I waited longer. I updated the case several times, but received no response from Matthews or anyone at Logitech. I provided the delivery confirmation details... no response. I reminded them again... still no response.

    Then, I decided to start another case, to which Olivia responded with an apology. She told me not to worry, that she would take care of the original case, and that I didn't need to respond anymore to the new case. So, I started waiting again... still no check in the mail, so I responded to the second case... several times. Now, Olivia is not responding to email either.

    I am now preparing letters to send to both the CEO and Customer Service VP to express my dismay at such appalling customer service.

    I'm not sure if Logitech is in the business of stealing money from customers, but I have to suspect that after so many months since my headphones were returned in good faith that they would provide a refund, I have to think that they have no intent on giving me my money back or another product for that money.

    It's the worst customer service experience I've ever had.

    mll1013 9/11/09 11:17AM

  • I purchased 2 Logitech Harmony 890 remote controls for over $800 at BestBuy and am incredibly disappointed with their quality and Logitech's complete lack of support. After immediately replacing one defective unit, the second has stopped charging, and after replacing the $40 battery it still doesn't charge. Logitech won't speak to me unless I pay for a support call since I purchased them more than 90 days ago, and will not repair the defective unit even though I'm willing to pay for it(yes I guess I'm stupid). Their email response after a month of trying to contact them was:
    "We are sorry to hear about your defective Harmony Remote. Your account information indicates that your remote is out of warranty and so we are unable to offer you a replacement unit. Unfortunately, we will be unable to repair the remote. If you would like to purchase a replacement remote, we are willing to offer you a special discount of 50% off any Harmony Model from our web store."
    Well, their web price is $350, even though Best Buy and other stores sell this item for less than $300. The fact that they can't/won't fix a $350 product blows my mind. The incredible trouble I've had even getting this response - filling out support forms, calling India or somewhere foreign, having to repeatedly contact them for a status update is the height of NO SERVICE. Then they send me an auto generated email saying :
    "We will assume your issue has been resolved if we do not hear from you within 120 hours."
    This is not a company showing any respect to their customers, and people will never continue to buy from them if treated like this.

    unhappy logitech buyer 7/23/09 8:11PM

  • After being on hold for 33 minutes(the 33 minutes before they closed) I heard that I had attempted to call them after their normal hours of operation.......what A JOKE!!!!

    Anonymous 7/9/09 6:00PM

  • i have been on hold with this number for over ten minutes and it took over an hour to fix the issue i am having with ur product and it still didn't fix it but i only found out AFTER i hung up with tech support. I am now out all of those minutes and my time And the $40 i spent on ur product. I am a very unsatisfied customer and I feel this needs to be made right with me.

    aimee_lynn_carpenter@yahoo.com 6/26/09 8:12AM

  • I absolutely HATE my Harmony universal remote! I have had nothing but trouble since I bought the system at Best Buy -- sold under the pretense of even a "grandmother" would find it easy to use. Baloney! Worse yet, I can't even find a telephone number where there is someone to help me! I HATE IT HATE IT HATE IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Do not buy it - you have been warned!

    Anonymous 5/11/09 6:08PM

  • In December 2008, I bought a MX3200 wireless keyboard and mouse combo for $90. I called the support number 646-454-3200 twice and spoke to technicians that could not help me get SetPoint 4.7 installed. They just said sorry we are closing your file. In January I received a telephone bill for $168.99!!! That is the most illogical way for a company to conduct support business I have ever seen! I will crusade for all to avoid logitech products!

    P_offed 2/13/09 12:43AM

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  • The rep I talked to was very nice friendly and helpful with my 9 year old wireless keyboard that was..needless to say...waaay outta warranty..but the guy stayed on the phone on a Sunday with me for about an hour to get it to work again, I took it apart with his help, and we got it working again, wow, the best phone support on a computer product I've had yet...
    Later

    Perryinjax 8/17/09 10:21AM

  • Logitech products are great I've never had a problem with any of the mutitude of gadgets I have but when I did have my first glitch with a V220 Cordless Optical Mouse I called customer/tech support it went really great no problems my problem was well understood so now all I had to do was wait on my replacement mouse wait....waiting.... wait...waiting.... a month went by no new mouse, so I call 646-454-3200 and guess what there is a hold up on my approval to ship new mouse still under warranty, and they can't explain why there was a hold up Duh! Product good customer service good but someone has dropped the friggen proverbial ball by the time I get if I get my new mouse the warranty will be dust in the wind

    Anonymous 8/10/09 2:29PM

  • I needed a replacement control pod for my Z-5500 speaker system because the backlight on my original one stopped working. I called Logitech support and was on hold for no more than one minute, and my conversation with the rep took about 10 minutes before he authorized me a replacement unit and described in detail how I would go about shipping them my broken one. All and all, very quick customer service that works.

    Anonymous 8/5/09 4:12PM

  • The first time I called Logitech I was disapointed with the service that i received. The rep taking my call was all defensive and rude, I called to check on the repair order status that I placed over 2 weeks ago. I called back to the number provided on this web site and i got Alex on the phone. This guy knows his stuff and is very corteous and professional. He is an asset to this company.

    Anonymous 7/13/09 2:27PM

  • I've called them twice. Both times they were amazing. Sent me out a brand new product, and it arrived within the week. the call only took about 5 minutes before he was telling me a new one was on the way.

    Beeds 6/30/09 2:15PM

  • When reading the disparaging remarks on Logitech I was hesitant about calling them. WOW was I pleasantly surprised at the short wait time, and the courteous and professional service. Thank you Logitech and my special thanks to Jeff in Customer Support who is definitely an asset to Logitech.

    Eleanor
    New York

    Eleanor New York 6/19/09 9:21AM



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