And the customer service award goes to ...

Mad Mike

Logitech

I got a logitech wireless keyboard and mouse combo as a present some time back. Unfortunately the mouse developed a fault after about 6 months. Not knowing where the product was bought I was forced to go direct to the manufacturer for warranty support. I have had some awful experiences with direct manufacturer support from other companies so I approached this with trepidation.

Logitech's website had a few helpful suggestions which I tried to no avail so I gritted my teeth and rang their service hotline. This was a local call for me so I didn't mind the short 5 minutes wait to speak to a rep. A courteous lady then took my details and asked a few sensible questions. When it became clear that my product was faulty she authorised a replacement on the spot and issued me an RMA number. That was nice but then it got even better. She told me I didn't need to post back the entire faulty product to the service centre in Switzerland - instead I merely have to cut off a few specifed pieces and post them in a regular envelope. The pieces I cut off prove that I have the product and render it useless so Logitech aren't being ripped off but it also saves me a hefty postage cost. Best of all when I asked if I needed to send these pieces before I got my replacement she said "No. The replacement will be shipped today". I don't need to send anything until the replacement is up and running. Top marks I say.

Thats an excellent system, fair play to Logitech. That sort of system would mean that if your screen develops a fault, you don't have to pay a quarter the price of a new one, just to get your replacement..

i like it!

PogMoThoin

:rolleyes: Nice.

BadCharlie

Beat this http://www.boards.ie/vbulletin/showthread.php?p=51841319#post51841319

But yeah its good they sorted your problem out.

Mad Mike

Full marks to OCZ also Bad Charlie.

Good after sales service like this is really important - particulalry if you are buying products online. I buy a fair amount of computer parts online and the failure rate is surprisingly high. I don't know if it is just my bad luck but approximately 10% of the things I buy need to be returned for some reason or other. The hoops that many companies make you jump through to get the replacement you are entitled to is outrageous. That 10% takes up so much time effort and cost to get exchanged that it practically negates the savings I make on the other 90%.

jozi

I'd like to put a good word in for komplett and samsung to.

Got a samsung monitor of komplett, screen went dodgy on it within warranty period.
Got on to komplett, they recommended i get on to samsung directly for the rma. It would mean they wont have to do it and save time doing the whole rma process. Guy from Komplett told me to keep him upto date on the RMA, which was a good thing.

Rang samsung, they dont do RMA's for ireland :eek: Back on to komplett, few phone calls and some minutes later.... Got a number to ring in samsung to get rma aranged. Samsung sent me a similar monitor and on arrival the courier took the faulthy one with him.

Komplett where very good getting it all sorted and Samsung for sending and colecting the monitors

L31mr0d

these companies are very smart though... because of this thread I will more than likely go for a logitech mouse and keyboard now knowing that they have a good RMA service. I've also just purchased a OCZ PSU because of its good return policy. One faulty device means nothing to them. But the publicity from positive word of mouth is insurmountable.

Glad to hear they handled it so well.

Ruu_Old

Good stuff, worked out well for you. Nice to see some stories like this once in a while.

zilog_jones

I had good experience with Maxtor too. Bought a 300GB external hard disk off Komplett a couple of months ago - the power supply was DOA, so I looked at the support page for Komplett and they recommended to go straight to the manufacturers about RMAs. So I sent Maxtor an email through their support site, gave them the relevant information and told them I didn't have another suitable power supply, so they just sent me a new one a few days later.

I was dreading having to send the whole HDD back, but I didn't have to send them anything!

I also took apart the broken PSU, and found out it was just a crap solder joint on the power lead, so just re-soldered that and now I have two working PSUs!

jester77

That's A1 service and how it should be done! I like Logitech products, have a wireless keyboard/mouse and the aweswome z-680 speakers. Never had any problems but it's good to know that if there ever are that all will be handled like this

Best service I came across was from Coca Cola. They had a promotion for a coke fridge for €60 and 50 labels. I sent it in and forgot about it. 6 weeks later I got a letter apologising that due to the huge demand there were delays and that I should shortly have it. Thought ok. 4 weeks later I had a message on my mobile box where the rep saying they are really sorry about this and to make it up to me they would return my €60 cheque and send me the fridge for free once it was available and to make up the delay they would also send me two slabs of coke (48 cans) and a €40 HMV voucher :eek: Got to love those promotions

Khannie

Wow. That's impressive. I'm going to check the purchase date on my broken 518 now!

Anti

just a tad better customer servivce than pcworld offers then eh :P

Creamy Goodness

microsoft do the same for their mice, except they don't ask you to send the mouse back.

Diddy Kong

I know I will probably get slated for this, but I have had nothing but good experiences with overclockers.co.uk and RMA's. Have had a few faulty bits off them and quick phone call (answered within 2 minutes each time) and given an RMA number on the spot. And the replacements were back with me within 5 working days.

^whitey^

Well that's decided what brand flat panel I'll be getting .... Samsung.

seamus

That's just a tad cool. Quite a few companies though are switching onto the concept of shipping replacements before receiving the faulty item (depending on the fault of course).

As someone else said, now that I've read this thread, when I'm next looknig for a keyboard and mouse (as I will be soon), this is ten points ahead for logitech. It's win-win for them.