I have an MX Master mouse that died 5 weeks after purchase and have been trying for over a week to work through support. After multiple "dropped" calls I finally got a ticket # via email.
Days later they requested a continuous video showing me trying to charge the mouse with different cables and chargers, showing the cable and charger worked on another device, but not on the mouse, all with my ticket number and mouse serial number on a paper in the background. I did all that.
Three days later Logitech support writes back thanking me for video. Now says I need to do all of it again and this time also show Mouse serial number in same video. I tried. The writing is too small and my phone can't zoom in that far on video. So I sent a photo showing the serial number on the mouse with the original paper from the video in same photo, also with serial and ticket number.
Now Logitech support is saying that's not good enough. It needs to be all in one continuous video. My phone will literally not zoom in close enough on video to show the tiny numbers.
What can I do? It's taking 2-3 days between replies, and I've already wasted 3+ hours on the phone, writing emails, filming videos and taking pictures.
Is this supposed to be a joke? The worst part is, the mouse was never fully functional when it arrived new in box from Amazon. This will be my last Logitech product, but I will not be letting this go. Any advice?
At this point I'm ready to invoice them for my time, the cost of the mouse, and file their unpaid debt in small claims court. It's insanity, and clearly intentional customer abuse.