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View Full Version : Worst customer service ever!



Altec
2009-10-16, 04:52
UPDATE:

I have changed my opinion about Logitech customer service after a friendly person called me today. What a drastic contrast to my first experience! I now once again trust this company and their products, thanks to Peter from Logitech Customer Care in Switzerland, who btw is also Danish. Thanks to Logitech in California someone finally showed interest in solving my problem in a professional way. I am sure that my problem will be fixed very soon and I believe what they say, that I was the victim of several unfortunate incidents and that this sort of problems will be a thing of the past.

I am now glad that I didn't gave up and bought something else instead because the squeezebox family seems to be one of the most innovative product lines I have tried, with lots of possibilities. Sure that means that once in a while something goes wrong, but when I think about it I rather have an advanced product than an expensive outdated boring product such as some of the other products I looked at before choosing Squeezebox (of course only if I know that someone from customer service will try to help me if something fails...). Once again I want to buy the Squeezebox Radio and Touch.

-------------

First. I am sure that there are a lot of hard working people at Logitech, trying to make great products - this is not meant for them.

I bought the duet and it can't connect to mysqueezebox.com when my computer is off (all ports are open, it can ping and even see the ip address for mysqueezebox.com but the controller says that I am not registered).


Called Logitech support here in Denmark and they apparently hung up on me after 25 min. (and no I am not one of those idiots who rants at people who is trying to help me). They never cared to call back although they asked for both my phone number and my email address. Called them again and was now treated in a most unprofessional rude way - he even yelled at me because I told him that I already tried the thing he was suggesting close to 30 times (resetting the unit). Guess what - it didn't solve the problem doing that again.

Found this forum and someone from Logitech posted that I could PM him if I had problems with the duet. Well he doesn't allow PM..... so I found another Logitech person who did but he doesn't read his mail (although his account shows recent activity).

Tries to send a mail to the European customer support but "During the next several days, Logitech will be transitioning our customer support e-mail system. Email support will not be available from August 30 until October 12." It is now October 16 and same message!!! How can it take more than two weeks to transitioning their customer support e-mail system - isn't that something other companies does doing the night or within a few days???

Got an email from the Danish support claiming that they haven't heard from me within 168 hours since they send me an answer so they changed the status to SOLVED!!?? (they never send me any answer and I have only contacted them via phone). I replied that my problem wasn't solved and got a reply that an account was created?? I asked them how this account was going to help me and got a mail "We have received your question. You will get an answer within 72 hours" - 4 days later (96 hours) and nothing! Ironic enough they send me another mail at the same time claiming how much they care about me and that they want to know how my experience with customer service has been! Well now you know!!

This is INSANE!!! Stop wasting my time Logitech, my time is worth something. I have bought so many of your product through the years but this experience has changed my view on your company. My dream of buying both the Squeezebox Radio and Touch or any other product from Logitech has probably ended.

I am going to return the Duet if I don't get some response from someone from Logitech very soon.

timequest
2009-10-16, 07:41
Wow...that's completely opposite of all of my experiences with Logitech customer service. In my opinion, Logitech has as good - if not better, than any company I have had encountered...

flyingdoherty
2009-10-16, 08:19
Well I'm very sorry for you and that awful experience... So far I have nothing but great things to say about them, regarding to squeeze or Harmony remote... When first level (in my case France, or maybe from UK) can't reply, they send u to next level, and that was Canada for harmony (don't know for squeeze).
I can't agree more about the fact it's, from my point of view, the best support ever encountered.
I know, It won't solve your own problem, but it's a good start...
"bon courage"
Stephan

aubuti
2009-10-16, 08:20
I've also had nothing but excellent support -- both phone and email -- the few times I have needed it from Logitech (US). Maybe it's better in some countries than others?

Altec
2009-10-16, 09:41
I really hate to be negative about these things because I always loved the products I bought from Logitech though the years and I never had any problems with them - well that is until now. What a shame because someone from Logitech could probably fix my problem in no time... I just need to be registered at mysqueezebox.com so that my controller can connect when my computer is turned off.

Does anyone from Logitech ever read these threads?

aubuti
2009-10-16, 09:57
Does anyone from Logitech ever read these threads?
Yes, you'll often see Logitech employees posting in these forums. But the forums are not an official support channel. For that you need to contact tech support ... oh, wait, you already did that... ;o)

Sam
2009-10-16, 10:13
Altec,

Please check your PM...

Devans
2009-10-16, 12:36
Does anyone from Logitech ever read these threads?

Yes we do, and often.

First, Altec, let me apologize for the dreadful treatment you received at the hands of Logitech Support. That is so far from the experience we aim for it's hardly worth comparing. You were the victim of some of a number of transitions and changes Logitech Support is going through. And please note: I offer that as an explanation, not an excuse.

Please feel free to PM me privately and I'll work with you to resolve this. Bear in mind I'm in California though, so there may be some delay. Alternatively, I can also get you in touch with European level 2 support.

I will also alert our European supervisors of this incident. They take this sort of thing very seriously, as do I.

--

fredrok
2009-10-16, 12:45
And that's the way it's done.

Kudos to Logitech on this one.

Altec
2009-10-16, 16:22
Yes, good to see that someone cares - apology accepted.
You do get frustrated when you spend your money on a product that should make your life more pleasant but instead steals your time and energy.
I hope I will regain my trust in Logitech real soon... this is a good start.

Djoel
2009-10-17, 09:10
Yes, good to see that someone cares - apology accepted.
You do get frustrated when you spend your money on a product that should make your life more pleasant but instead steals your time and energy.
I hope I will regain my trust in Logitech real soon... this is a good start.

Hey Altec glad your issue is being fix, I have a similar situation same thing I got talked down by someone at CS, the issues I was having were never resolved.Then I got the same survey asking how did my experience go!

I've posted here about a month ago and nothing, not a single answer from anyone..I'm a bit reluctant to call Logitech, with my luck I'll get the same CS person.

So I love how a few members comes out say that they had nothing but great experiences which maybe true but you look around here you'll see that there's a lot of unhappy people whether the new system, non connections, etc.

So don't feel your the only one..

Good luck

Djoel

Altec
2009-10-18, 18:10
Thanks Djoel and good luck to you too!

I expect to hear from someone at Logitech on Monday - I will have no problems with Logitech if they treat me well. I might even give them a good review in the future but lets see if they can change my mind... the Touch and Radio was on my wishlist but I think I wait (not even sure you can buy them here in Denmark?).

I got the feeling that this product is so close to a perfect product so it is a shame that Logitech doesn't give this product line a higher priority. I find it hard to believe that whatever they have saved in the process will pay off in the end...

Djoel
2009-10-18, 18:36
Thanks Djoel and good luck to you too!

I expect to hear from someone at Logitech on Monday - I will have no problems with Logitech if they treat me well. I might even give them a good review in the future but lets see if they can change my mind... the Touch and Radio was on my wishlist but I think I wait (not even sure you can buy them here in Denmark?).

I got the feeling that this product is so close to a perfect product so it is a shame that Logitech doesn't give this product line a higher priority. I find it hard to believe that whatever they have saved in the process will pay off in the end...



Thanks Altec and hope you get your call on Monday and everything goes well, and no one scream at you.
I sold my Transporter today,lost out on some cash but I least I have my sanity lol..
Just couldn't keep something that was giving me such a head ache every time I turned it on...Not to mention the changes, and the confusion with Squeeze box, Squeeze center, Squeeze network, etc...( my be child's pay for allot folks, but not me)I just want to enjoy some tunes..I can get my Ipod for what the Transporter was doing, besides I have Apple TV, I'll just get DAC for that..

Maybe in the near future once they smooth out these current issues and CS gets better at speaking to their customers, I might buy another Transporter or what ever incarnation they might be..

Take care

Daniel

Altec
2009-10-19, 17:10
Thanks Altec and hope you get your call on Monday and everything goes well, and no one scream at you.
I sold my Transporter today,lost out on some cash but I least I have my sanity lol..
Just couldn't keep something that was giving me such a head ache every time I turned it on...Not to mention the changes, and the confusion with Squeeze box, Squeeze center, Squeeze network, etc...( my be child's pay for allot folks, but not me)I just want to enjoy some tunes..I can get my Ipod for what the Transporter was doing, besides I have Apple TV, I'll just get DAC for that..

Maybe in the near future once they smooth out these current issues and CS gets better at speaking to their customers, I might buy another Transporter or what ever incarnation they might be..

Take care

Daniel

Thanks Daniel. No call yet and no mail but the day isn't over (well it is here in Denmark... and no response from the Danish support!) I would expect a fast respond from Logitech because of the things I have gone through. Nothing really happened Friday other than I know that at least three people from Logitech know my history, but it was late... then weekend and now it is late Monday. I will be rather grumpy if I wake up tomorrow and haven't received at least an update on what is going on.

Too bad you had to sell your transporter - I would recommend the Duet but... real frustrating to have something that looks so promising but no music (unless I turn my pc on).

You take care too

Michael

DiSNEYN
2009-10-20, 02:00
Thanks Daniel. No call yet and no mail but the day isn't over (well it is here in Denmark... and no response from the Danish support!) I would expect a fast respond from Logitech because of the things I have gone through. Nothing really happened Friday other than I know that at least three people from Logitech know my history, but it was late... then weekend and now it is late Monday. I will be rather grumpy if I wake up tomorrow and haven't received at least an update on what is going on.

Too bad you had to sell your transporter - I would recommend the Duet but... real frustrating to have something that looks so promising but no music (unless I turn my pc on).

You take care too

Michael

Update on your case Altec? The problem solved?

The Radio is availble here in Sweden so I hope that Denmark soon will get it too :-)

/Hans

Altec
2009-10-20, 11:41
Yes Hans, I have an update:

I have changed my opinion about Logitech customer service after a friendly person called me today. What a drastic contrast to my first experience! I now once again trust this company and their products, thanks to Peter from Logitech Customer Care in Switzerland, who btw is also Danish. Thanks to Logitech in California someone finally showed interest in solving my problem in a professional way. I am sure that my problem will be fixed very soon and I believe what they say, that I was the victim of several unfortunate incidents and that this sort of problems will be a thing of the past.

I am now glad that I didn't gave up and bought something else instead because the squeezebox family seems to be one of the most innovative product lines I have tried, with lots of possibilities. Sure that means that once in a while something goes wrong, but when I think about it I rather have an advanced product than an expensive outdated boring product such as some of the other products I looked at before choosing Squeezebox (of course only if I know that someone from customer service will try to help me if something fails...). Once again I want to buy the Squeezebox Radio and Touch. And yes Hans, the Radio is also in the shops here in Denmark.

I won't reply to this thread anymore unless something crazy happens (which I doubt). Thanks

Djoel
2009-10-25, 14:34
Yes Hans, I have an update:

I have changed my opinion about Logitech customer service after a friendly person called me today. What a drastic contrast to my first experience! I now once again trust this company and their products, thanks to Peter from Logitech Customer Care in Switzerland, who btw is also Danish. Thanks to Logitech in California someone finally showed interest in solving my problem in a professional way. I am sure that my problem will be fixed very soon and I believe what they say, that I was the victim of several unfortunate incidents and that this sort of problems will be a thing of the past.

I am now glad that I didn't gave up and bought something else instead because the squeezebox family seems to be one of the most innovative product lines I have tried, with lots of possibilities. Sure that means that once in a while something goes wrong, but when I think about it I rather have an advanced product than an expensive outdated boring product such as some of the other products I looked at before choosing Squeezebox (of course only if I know that someone from customer service will try to help me if something fails...). Once again I want to buy the Squeezebox Radio and Touch. And yes Hans, the Radio is also in the shops here in Denmark.

I won't reply to this thread anymore unless something crazy happens (which I doubt). Thanks



I'm ecstatic that you have things back on track with the help of CS ,congrats, It seems you are quite happy of how everything turned out.

I like to hear stories like yours, and the redeeming qualities appearing from the big scary companies.I know you want these components to work as I did, and I happy that you have won pal..Take care..and enjoy

Cheers

Daniel