Is Logitech's customer service lacking in comparison to other technology companies?
January 10, 2023 - Reading time: 5 minutes
If you search for Logitech online, you will find countless 1 star ratings: ⁃ Logitech is a scam.
Logitech is a well-known brand that has been producing computer peripherals like keyboards, mice, and webcams for decades. However, recently there has been an increase in customer complaints regarding certain Logitech products and customer service experiences. Common issues cited include problems with device quality, lengthy response times and lack of communication from customer support, and difficulties creating or accessing Logitech accounts.
While Logitech likely does not intend to scam or ignore its customers, these complaints signify areas where the company could make improvements to better meet customer expectations and ensure satisfaction. An open, solutions-oriented dialogue between Logitech and its customers may help resolve some of these issues. Ultimately, consumers want assurance that Logitech stands behind its products with helpful customer service. Addressing these concerns could help rebuild customer trust in the Logitech brand.
One example is the G915 keyboard, which has been criticized for its poor build quality. Customers have reported that the buttons are painted, making them prone to wear and tear over time. In addition, the G-hub software has been reported as buggy and unreliable by some users.
Another example is the Pro Wireless mouse, where customers report it stops connecting to computer and when they contact customer service, they are told that they’re out of stock and will notify them when they get back in stock.
Furthermore, the company’s approach to dealing with warranty claims has also come under fire. Some customers have reported being denied warranty coverage on their products, despite the fact that the products were still covered under the manufacturer’s warranty. This is especially the case with the G29 racing wheel, where customers have reported that the wheel started to understeer after a year of usage and when they contact Logitech for warranty, they are directed to contact the retailer, and even if the retailer accepts the product, Logitech deny covering it under warranty, even though the warranty for that product is 2 years.
The poor customer service and lackluster product quality are not a recent phenomenon but seems to be an issue that has been plaguing the company for some time. Some customers are blaming the CEO of the company for not taking the initiative to improve the service, but no official statement has been made by the company on this issue yet.
It’s hard to pin down the exact reason why Logitech’s products and customer service have declined, but it’s likely a combination of factors, such as a shift in priorities towards cost-cutting measures, a lack of investment in R&D, and a lack of focus on customer satisfaction.
As a customer, if you are unhappy with Logitech’s products or customer service, the best way to voice your concerns is to contact the company directly through their customer service channels:
In the U.S.
7700 Gateway Blvd.
Newark, CA 94560
Outside of the U.S.
Logitech Europe S.A.
EPFL – Quartier de l’Innovation
Daniel Borel Innovation Center
CH – 1015 Lausanne
However, it seems that complaining through these channels might not lead to any significant improvements. Many customers are looking towards other brands for their computer peripheral needs.
From Commodore 64 to video games
Logitech’s first product was a digital joystick for the Commodore 64 home computer. The device was an instant success, selling over 1 million units in its first year. This early success allowed Logitech to grow rapidly and become one of the leading PC peripheral manufacturers in the world.
In 1998, Logitech introduced the QuickCam webcam, which became one of the best-selling webcams of all time. In 2005, Logitech acquired Ultimate Ears, a leading manufacturer of earphones and headphones. In 2010, the company acquired Vidikron, a leader in high-end video projection systems.
In 2013, Bracken Darrell took over as CEO of Logitech. Under his leadership, Logitech has continued to grow and innovate. The company has released several new products including the Logi Circle home security camera and the UE Boom 2 wireless. Bracken has been with the company for over 20 years, and his expertise in the field of computer peripherals has been obsessed with cutting costs which might have affected the quality of Logitech products.
David Lintott is the Editor-in-Chief, leading our team of talented freelance journalists. He specializes in covering culture, sport, and society. Originally from the decaying seaside town of Eastbourne, he attributes his insightful world-weariness to his roots in this unique setting.