Logitech’s support and warranty really really sucks.
On my Logitech mx1000 mouse, the cursor started acting funny whenever I pressed the scroll button. I had to reset it each time. I know computers well, so I tried 2 different Logitech drivers (even tried without the logitech driver), and 2 different Windows machines. I got this from a friend (but is under the 3 year warranty). I called Logitech support. But the rep said that he cannot give me a replacement mouse, b/c the warranty is not transferrable.
The Mx1000 mouse is supposed to be top of the line mouse, around $70 originally purchased.
But now, only after 1.5 years, the rep and the supervisor both refused to reissue a replacement mouse, since the mouse was given to me, and I was not the original purchaser.
But my question is this:
Why do they not stand behind their mouse?
The lame supervisor I ended up speaking with gave me this logic.
“If someone ends up getting a new mouse for their warranty, and they give that defective mouse to someone else, then they can also try to get a new mouse and we don’t want that.”
I almost burst out laughing. I said, “Why don’t you take the defective mouse back?” He didn’t really answer that. But he did repeat that the warranty is not transferrable. I said I know that, but I’m asking WHY it’s not transferrable.
I asked, “Why does it matter who owns it? If the mouse works as it should, it would not matter, and therefore, you should stand behind your mouse, replacing it if it did indeed break due to manufacturing defect, as it was in my case.” He said many companies have non-transferrable warranties.
The supervisor did ask if I wanted to troubleshoot it. I said I tried 2 different drivers, 3 different machines, and I’m very computer saavy. It’s a hardware issue. Then he said I could buy a replacement one at half off, at $50. Yeah, right – I can buy a new mouse for that.
I wonder if anyone will even read this. But if you do, please please never buy another Logitech product, especially if it’s going to be a gift. If it breaks, your only option is to throw it away.
Logitech really really sucks.
I’m sorry to hear about your problems and I completely agree with you. Logitech isn’t the only company that has non-transferrable warranties, though I think that all companies should do away with them, and stand behind the products they make no matter who owns them. It’s a shame that your friend didn’t save (or give to you) the original receipt. Then you could have just lied and said that YOU were the original purchaser/owner.
Anyway, not all Logitech mice are bad. I’ve been using the same Logitech wheel mouse (a $20 model, I think) for almost seven years now without a problem (I bought it on 12/8/2000). This was my first, and so far ONLY, optical mouse. Prior to that I was using the old ball-style mice and had nothing but problems with them – and not for the reason you would think. The ball always worked fine and was precise, but the left button would always break. I’m sure that I don’t click harder than the average person, yet I went through SEVERAL mice.
About a year and a half after I bought my Logitech mouse, I bought the same model again for my sister and her then-new computer. She doesn’t take good care of her stuff, so her mouse broke. I did keep the driver disc, though, as it can also work for mine and covers Windows XP (mine covers from 3.1 to 2000). Of course, I don’t use her disc because (1) I’m still on Windows 2000 and (2) Logitech bundled LOTS of crap in the installer on her disc (Yahoo Toolbar, AOL trial, etc.) that isn’t present in my nice, clean installer. For the record, my installer is MouseWare v9.1, hers is v9.41.1. I have no idea if the Mac software on either disc is bundled with crap, and I highly doubt that now 5+ years after buying that second mouse, that Logitech reverted their driver installs back to the clean state they were in in 2000. They’re probably worse now!
yeah, and good reference to all the dumb bloatware they put in their driver. trying to make that extra buck and passing off trash to us users.
and yeah, I just don’t understand non-transferrable warranties.
DUH – Ask your friend to get it replaced!
DUH-DUH – Lie and say you are the original purchaser.
As for the driver install, install thru Widows and have Windows find the driver on the setup disc, only the drivers wil be installed. Or go the the Logitech website and dl the “driver only” package.
Logitech is TAME compared to many other vendors when installing thier software… Try a HP Printer install!
#3 – I don’t lie and I don’t cheat. A company should stand behind its product for a certain period of time regardless of who owns it. case closed.
If you have a logitech product you can only get it replace if you have 1 or 2 things (if its a control Device). You must have POP=proof of purchase, and provide PID to determine if under warranty. 2. If you don’t have POP and the PID indicates its under warranty you can send it in and they will replace it….. Stop crying people..
Johnny Cash, it’s not true. I didn’t have POP and they said I needed to both be the original purchaser and also that the item has to be under warranty. I qualified for the latter, but the Logitech dude was a rude manager who didn’t try to accomodate me at all.
Logitech’s non-transferable guarantee is the same as any other electronic product you purchase in that respect. That does not make them a crappy brand. on the contrary, I have owned and built many computers with logitech mouses and all but one has lasted since. The one that did not I called the company and they sent me a new (better) mouse with no return for inspection, no questions, no hassle. I recommend Logitech to anyone. If youre looking for a transferable guarantee, look for a Forever Guarantee. If it says lifetime its YOUR lifetime. Only Craftsman tools and Cutco knives have a Forever Guarantee to my knowledge. Only other option is to ask whoever gives you the product to give you their receipt so you can pose as the purchaser.
@ john – Logitech only offered to sell me a new brand, for about $50. that’s not good customer service, is it?
no free replacement for me.
DONT BUY LOGITECH! They are the worst.
I bought a new MX1000 Mouse and it was a sealed pack with the wrong adapter in it.
I called Product Support and was told I have to BUY another one.
I AM SO MAD!
It took weeks for the mouse to get here too.
Product support is the terrible!
MX1000 Mouse.
Terrible customer support!
Mouse only works half the time.
Rude support plus it;s a long distance call with no 800 number.
@seymour – I completely agree w/ you!
seems like you encountered the same thing I did.
I have had 2 faulty products from Logitech. Both were replaced within the week since both were still within the warranty period.
Just my opinion, but I think they are a great company in the fact that they replaced their product. You should know that their devices are not the greatest, but decent and you get what you pay for. Logitech has provided nothing but great customer service for myself.
thx #12 for letting me know. I believe they would have given me a replacement if i were the original owner. But my main point was that a company should stand by its 1 year or whatever year warranty regardless of the owner.
why should an owner change make any difference? It’s still their product.
Somehow i missed the point. Probably lost in translation
Anyway … nice blog to visit.
cheers, Frenetic.
you’re an idiot. he explained the reason being that some people claim defects, get a new mouse, and potentially give the defective mice away to other people. this may not be true in your case.
i would say that it is stupid they don’t collect the defective product (if people are able to pass on the defective mice), but nevertheless you are an idiot for not comprehending that.
you’re also an idiot for not getting your friend to do the warranty for you, unless you consider “friends” the old shady guy in the alley between your apartment area
Ok, First of all, 99% of companies that deal in Computer Hardware/Electronics have Non-Transferable Warranties these include Apple, HP, Acer, ASUS, Viewsonic, LG.
A Non-Transferable Warranty ensures you are buying from Authorised/Lincensed/Certified Reseller/Retailer.
In relation to logitech not accepting to replace it. Oh well, just say your the “Originial Purchaser”, then they would have asked you for the receipt.
Logitech truly sucks. I wonder, what an idiot let other idiots write 50MB worth of mouse driver? Some OPERATING SYSTEMS have smaller footprint than this bloatware!
I really miss my old Microsoft Intellimouse Explorer 3.0 …
FYI, Apple’s warranty is transferable. I’ve sold a couple of mac laptops myself used, and they transfer fine.
Also, there is this thing called a ’serial number’ (hello?) with which you can track warranties. So it doesn’t matter if the mouse is transferred. If it was reported once as defective, done deal.
Furthermore, what about this simple idea?
If a mouse is defective, send a replacement (refurb even) and ask for the defective one back. If the defective one is not returned, charge the customer a fair price for the replacement. What’s so hard about that?
This applies to any product seller.
well, just aswell cheap delivery uk stock really cheap electronics products. Make me looking foward to xmas already