Do not buy Logitech's products if you think you need support later on

[Julf]

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]

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]

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]

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 IÂ’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. DonÂ’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]

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]

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]

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]

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]

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]

> 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