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View Full Version : Do not buy Logitech's products if you think you need support later on



Thomas Henden
2019-09-27, 20:38
I have an albeit older Squeezbox (SLIMP3) bought on a flea market. It works perfectly, but unfortunately, the previous owner can not be contacted,
to de-register it, so that I can use it on my account. It still was an option which is mentioned in the display, to contact customer service for help
with this issue by supplying the MAC-adress. Below is the response I got, which is disappointing, Logitech will not assist you, as they define any product
that is re-sold, not in an authorized store, as "refurbished" as not supported anymore... :-(

>Dear Customer,
>
>Thank you for reaching out to Logitech Customer Care. My name is Sanjay and Iíll do my best to assist you with your concern today.
>
>I personally apologize for the delayed response as we had system migration. However, we are trying our best to continue the support without hampering your experience. Thank you for your patience.
>
>I understand your concern and I realize how inconvenient it can be when your Squeezebox Slim P3 is not getting registered. Donít worry, I am here to help and will make sure this is taken care of.
>
>Unfortunately your product did not meet the requirements, in order to register as your Squeezebox Slim P3 was bought from an unauthorized reseller (used market) and we do not support any refurbished products. So we >are sorry to inform you, your request for registering the product cannot be approved.
>
>For future reference, your ticket number is 15XXXXX.
>
>In case of no reply from you, this ticket will eventually be closed and set as solved, and you will be receiving a survey, we would appreciate your feedback in order to improve our support.
>
>Looking forward to your continued patronage.
>
>Thank you for choosing Logitech, have a wonderful day.
>
>Regards,
>Sanjay
>Logitech Customer Care

Paul Webster
2019-09-27, 22:37
I think that the Logitech official response is reasonable.

However, you have chosen to post this here on the Slimdevices forum, where we know for sure that at least one Logitech employee provides excellent support and has even this week been helping with an almost identical Slimp3 query.

Your issue may well be the result of a bug in the way that devices are validated in MySqueeze.

garym
2019-09-28, 04:17
Private Message mherger here (search for one of his posts then click on his name). Give him the MAC address of the player and the email of your desired mysqueezebox.com account)

Paul Webster
2019-09-28, 04:28
Private Message mherger here (search for one of his posts then click on his name). Give him the MAC address of the player and the email of your desired mysqueezebox.com account)

Already in progress
https://forums.slimdevices.com/showthread.php?72548-Changing-mysqueezebox-com-account-on-the-squeezebox&p=951529&viewfull=1#post951529

Julf
2019-09-28, 07:34
I have an albeit older Squeezbox (SLIMP3) bought on a flea market. It works perfectly, but unfortunately, the previous owner can not be contacted,
to de-register it, so that I can use it on my account. It still was an option which is mentioned in the display, to contact customer service for help
with this issue by supplying the MAC-adress. Below is the response I got, which is disappointing, Logitech will not assist you, as they define any product
that is re-sold, not in an authorized store, as "refurbished" as not supported anymore... :-(

You mean just like Apple (and many others)?

It is good to remember that the SLIMP3 was sold from 2001 to 2003, 16 years ago...

Stratmangler
2019-09-29, 02:21
You mean just like Apple (and many others)?

It is good to remember that the SLIMP3 was sold from 2001 to 2003, 16 years ago...

Where's that like button?

edwin2006
2019-09-29, 22:36
I have to really think very hard to remember a electronic product that works after that time. Yes I found one a Palm Treo!
No TV, fridge, dishwasher...

d6jg
2019-09-30, 07:35
I have to really think very hard to remember a electronic product that works after that time. Yes I found one a Palm Treo!
No TV, fridge, dishwasher...

I have quite a few pieces of Hi-Fi that still work perfectly
For example I have a turntable that I remember buying in early February 1976 - its been serviced a few times admittedly but it is still working perfectly. OK it doesn't have much electronics inside it but I have 2 x Sony amps from the 90s that are still fully operational as well.

bpa
2019-09-30, 08:21
The real problem OP had was not the product didn't work but that customer support couldn't help.
Can you get help from customer support for the Palm Treo or the Sony amps.

Logitech customer was poor in not redirecting the OP to this forum & Michael and thread title is a bit OTT.

garym
2019-09-30, 08:36
I have a Hallicrafters 101 Mk III shortwave radio from 1958 that still works. It's a heavy beast!

Julf
2019-09-30, 08:56
I have a Hallicrafters 101 Mk III shortwave radio from 1958 that still works. It's a heavy beast!

But do you get customer support for it?

garym
2019-09-30, 08:59
But do you get customer support for it?

Never had to ask. But since Hallicrafters was sold to Northrop Corporation's Defense Systems Division in the 1960s, I assume I'd have to get top-secret clearance at the Pentagon to even ask for help. ;-)

p.s. on a more serious note, I think it is amazing that this forum even exists today. That speaks well of logitech and michael!

doctor_big
2019-10-01, 18:55
Never had to ask. But since Hallicrafters was sold to Northrop Corporation's Defense Systems Division in the 1960s, I assume I'd have to get top-secret clearance at the Pentagon to even ask for help. ;-)

p.s. on a more serious note, I think it is amazing that this forum even exists today. That speaks well of logitech and michael!Agreed. Logitech's continued support of this ostensibly obselete product makes me very willing to buy other products from the company.

Sent from my SM-G955W using Tapatalk

DLD-UK
2019-10-02, 15:29
If you replace the company name and a few other details the response the OP got was exactly what I have experienced from a number of companies recently. In each case the support was outsourced to companies in India. One product was from 2019 but their latest product is badged 2020. They no longer provide support for the 2019 product! In each case the phrases used where so similar to what the OP received.


Dear Customer,

Thank you for contacting Customer Care. My name is xxxxx and I’ll do my best to assist you with your issue today.

I personally apologize for the problem you are experiencing Thank you for your patience.

I understand your concern and I realize how inconvenient it can be. Don’t worry, I am here to help and will make sure this is taken care of.

Unfortunately the product you are using is no longer supported.

For future reference, your ticket number is xxxxxx.

In case of no reply from you, this ticket will eventually be closed and set as solved, and you will be receiving a survey, we would appreciate your feedback in order to improve our support.

Looking forward to your continued patronage.

Thank you for choosing xxxxxx, have a wonderful day.



My question is, did the support ever get to anyone in Logitech real or have they outsourced first line support?

Although people on here seem to think support for such an old product is not normally given, I have products that are even older than that and I have received support. Companies like Arcam, Cyrus, Naim etc. have all dealt with issues. It is not unusual with hifi companies both in the UK and the US.

What I have never understood is why Logitech ever purchased the Slim Devices products. It never seemed like a natural fit. The Transporter was a hifi product purchased by a keyboard/mouse company. I've always wondered why. Can anyone explain?

Stratmangler
2019-10-03, 01:28
Although people on here seem to think support for such an old product is not normally given, I have products that are even older than that and I have received support. Companies like Arcam, Cyrus, Naim etc. have all dealt with issues. It is not unusual with hifi companies both in the UK and the US.

Logitech are a computer hardware company, not a Hi-Fi manufacturer.
Compare them to a comparable company.
Try and get support from Apple on an iPhone 4. You won't.



What I have never understood is why Logitech ever purchased the Slim Devices products. It never seemed like a natural fit. The Transporter was a hifi product purchased by a keyboard/mouse company. I've always wondered why. Can anyone explain?

I agree, it does look like an odd fit.

I suspect that providing the level of support the Touch players required is why they pulled the plug. The skill set requirement for supporting the Touch meant having to recruit more highly educated staff, and that always costs more.

DLD-UK
2019-10-03, 05:15
Logitech are a computer hardware company, not a Hi-Fi manufacturer.
Compare them to a comparable company.

A company that chose to sell hifi equipment is a hifi company. They chose the comparison to other hifi companies. No one forced them to do that. If they couldn't/wouldn't do that then they should not have entered the field.

Your comparison with Apple is not a good one. I have an old Mac and Apple were more than happy to fix it. The only reason I didn't have it done is due to the costs.

No one expects a company to have parts for old equipment. Some do, but most don't. But if a product is well designed then it should be possible to fit new parts into old equipment.

I still don't get why Logitech entered the market and I wondered if anyone has any inside information on what their thinking was?

bpa
2019-10-03, 06:15
I still don't get why Logitech entered the market and I wondered if anyone has any inside information on what their thinking was?

IIRC Logitech were interested in entered media sector moving up form Mice & Keyboards. They were in 2010 joint development with Google and Google TV to make Logitech Revue. Without a media server and audio devices they would have been isolated so I thjink they acquired Slimdevices to get into audio streaming with at the time planned products Touch and Radio. Also acquired Harmony to get into smart TV/media device controls. Later UE also acquired. Hifi (i.e. transporter) was not their aim - maybe considered a halo product. Slimserver was modified to do uPNP and support video - then Google pulled plug on Google TV and so Logitech was left with orphans - no main product stream to tie them together.

castalla
2019-10-03, 06:16
No one expects a company to have parts for old equipment.?

From 2021, EU rules will require manufacturers to maintain parts for 10 years (as well as requiring that devices are 'repairable').

I expect that the Independent UK & NI will avoid these undemocratic restrictions on the freedoms of the free market ...

Paul Webster
2019-10-03, 06:32
From 2021, EU rules will require manufacturers to maintain parts for 10 years (as well as requiring that devices are 'repairable').


Looks like first raft of equipment covered is:
Refrigerators
Washing machines
Dishwashers
Electronic displays (including televisions)
Light sources and separate control gears
External power suppliers
Electric motors
Refrigerators with a direct sales function (e.g. fridges in supermarkets, vending machines for cold drinks)
Power transformers
Welding equipment

Expect even more years before other stuff is added to the list.
Plus ... I was speaking to a hi-fi repair specialist yesterday and he said that he thinks that the spare parts will be for supply to a qualified repairer not hobbyists.

mherger
2019-10-03, 21:59
> IIRC Logitech were interested in entered media sector moving up form
> Mice & Keyboards. They were in 2010 joint development with Google and
> Google TV. With a media server and audio devices they would have been
> isolated so I thjink they acquired Slimdevices to get into audio
> streaming with at the time planned products Touch and Radio. Also
> acquired Harmony to get into smart TV/media device controls.

Both Harmony and SlimDevices were acquired before the Google TV
adventure. That rather marked the end of SB development...

--

Michael

toby10
2019-10-04, 00:53
Keep in mind Logitech's core business is cheap commodity items. If everyone is willing to pay 3x current pricing for their mice, keyboards, computer speakers, web cams, remotes, etc.. then Logitech can provide the same level of support as medium/high end audio manufacturers. Or, at minimum, only buy directly from the Logitech site so that Logitech gets full MSRP instead of only wholesale pricing to a third party seller. But that isn't how we shop for such commodity items. We google shop these items and then select "sort by price" to actually purchase it!

*WE* drive the prices down, then complain when commodity pricing and low margins lack white glove customer service and support. ...... can't have it both ways. ;)

Paul Webster
2019-10-04, 01:14
Logitech also bought "Ultimate Ears" - which is where Squeezebox devices ended up being branded under.
UE continues to sell bluetooth speakers that cost over 100USD and even have a "Pro" division that does not show prices on their site but does have a link for financing.

I hope that hiding an ESP32 inside a UE Boombox is on someone's list of ambitions just to show what could be done.

bpa
2019-10-04, 01:22
Both Harmony and SlimDevices were acquired before the Google TV
adventure. That rather marked the end of SB development...

Thanks for correction. However Harmony, Slimdevices, UE and Revue - seemed to indicate that Logitech had a strategy with a media focus which was later cut back. I'm sure there were many contributory reasons why it was ended- Google TV withdrawal, financial crisis, rise of streaming, smart phones etc.

mherger
2019-10-04, 01:23
> I hope that hiding an ESP32 inside a UE Boombox is on someone's list of
> ambitions just to show what could be done.

I was thinking about this, too. Alas: there's no space in there.
Unfortunately I got rid of all the open prototypes I had a few weeks
ago. Could have shown you how crammed things are before anybody starts
ripping his apart...

But I was wondering about the Apple Boombox... didn't somebody post a
link to such a mod to that unit a while back? Not quite as handy as a UE
Boom, though.

--

Michael

Paul Webster
2019-10-04, 01:49
I was thinking about this, too. Alas: there's no space in there.
Unfortunately I got rid of all the open prototypes I had a few weeks
ago. Could have shown you how crammed things are before anybody starts
ripping his apart...

There is a tear down video at https://www.youtube.com/watch?v=LqQOkRMsMWI
but difficult to see how much space there really is above & below the circuit board that runs down the centre.

kidstypike
2019-10-04, 01:56
Thanks for correction. However Harmony, Slimdevices, UE and Revue - seemed to indicate that Logitech had a strategy with a media focus which was later cut back. I'm sure there were many contributory reasons why it was ended- Google TV withdrawal, financial crisis, rise of streaming, smart phones etc.

https://forums.slimdevices.com/showthread.php?96188-New-Squeezebox-Radio&p=714488&viewfull=1#post714488

Paul Webster
2019-10-04, 01:56
Suggestion ... given the title of this thread, I suggest that tangential discussions are moved to a different one.

How about a new one on hiding ESP32 player inside other kit (where space is at a premium) where there are ingenious solutions - e.g. not simply sticking it inside a big speaker box?

mherger
2019-10-04, 02:25
> https://forums.slimdevices.com/showthread.php?96188-New-Squeezebox-Radio&p=714488&viewfull=1#post714488

Wow... how did you find this? Do you star or favorite such postings?...
7 years already...

--

Michael

kidstypike
2019-10-04, 02:29
> https://forums.slimdevices.com/showthread.php?96188-New-Squeezebox-Radio&p=714488&viewfull=1#post714488

Do you star or favorite such postings?...
7 years already...

--

Michael

Err, yes! :o

chill
2019-10-04, 03:00
https://forums.slimdevices.com/showthread.php?96188-New-Squeezebox-Radio&p=714488&viewfull=1#post714488



Squeezebox is dead, long live Squeezebox.


How very true. Squeezebox has made some fairly giant strides since it was killed off :-) The whole ecosystem is better than ever.