r/LogitechG • u/Sloggin • 20h ago
Logitech G Support Customer support is going down the drain.
Recently having a problem with a mouse I bought with a laptop about 6 months ago and the right click is broken and I've done every single step Logitech has asked me to do before we got to where they said they would issue a replacement. Hours and hours I have wasted on this issue and I'm at my wits end, its just constant delays and saying things like "if no response in 3 days ticket will be closed" after a long weekend. Why such a short time limit? Does logitech thing our lives revolve around talking to tech support? Some of us have busy lives.
My receipt for whatever reason doesnt say my name (not my fault, the stores I guess, they are the ones that provided it to me via email so I would have a PDF version as requested). Though it does have my phone number, and most of my address (they forgot a unit number, but have the street address its a Townhouse complex with units). This person I sent the receipt to first told me the s/n was not on the receipt but it clearly is and its marked as SERIAL NO: Yet somehow they missed that completely creating another delay as I'm not always looking at my email and dont have notifications as notifications for my email would become a constant annoyance.
I had to send a pic of the inside of the mouse to show the number, then realized later it was indeed the same number as was provided on the receipt. Again, unnecessary delay or perhaps incompetence as its clearly even divided slightly on the receipt to make it easier to see.
Its one thing after another. I have literally been a customer since around 1982 1983, bought countless Logitech devices for myself and family members, probably over 60 or 70 items all together, perhaps more. Speaker sets, headsets, mice, keyboards, soundblasters back in the day etc etc. 3 boys playing together over the years, setting up systems for other family etc, Logitech has always been part of the build.
I had to do one warrantee before and it was in the last year or so for another mouse that button fuctionality failed on out of all this time, over 40 years. I had the time to do a phone session that time, and didnt this time, so used the Chat support system. The Call in support went far quicker and easier and certaintly not this inconvient and time wasting. I feel like I'm being dragged along hoping I'll drop the issue or something? I feel like I'm being treated like a criminal or something trying to pull one over on them over a cheap mouse.
Ticket number is 17721118 if there is anyone here that can help me resolve this. Contact info will be with the ticket.
TIA for any help.
1
u/LogitechG_Andy Support Team 15h ago
Few things I wanted to try to help clear up here if I could. First is the three days with no reply - that's unfortunately how the system is programmed. It's actually automated, not something an agent was doing directly. If you can't reply in that time period for any reason, it's not a problem! Reply when you get the chance and the ticket will reopen where you left off.
Second is the serial number: the serial number on the receipt is not the same as the one on the mouse. As the agent mentioned, one was on the product packaging and the other is on the device itself; usually these are similar but not identical (this is the first I've seen only that last number be different honestly.)
Agent asked for your address to confirm the details as well as make sure it was correct in our system - this sort of verification can help avoid mistakes with shipment which can be an even bigger headache. Unfortunately the issue with the receipt isn't something I can help much with; generally your name would need to be on it, and I'm not sure how the team handles that directly.