Logitech Customer Service Experience #2

I recently ran into some hardware problems with my almost one-year old Logitech VX Revolution mouse. It has accompanied my laptop almost everywhere it goes and even gets used at work, where everyone’s usually stuck with the regular 2-button optical mouse. A more functional (not to mention more comfortable) mouse like the VX Revolution makes my a bit more productive.

But back to the issue – the left click stopped working properly. One out of every 3-4 clicks was either not being registered or would act as a double click. Not registering a click isn’t nearly as bad as a double click – ever tried dragging a shortcut to the recycling bin only to have it launch the application instead? Very annoying to say the least. The problem made the mouse essentially unusable.

In the original review, I mentioned that there seemed to be some interference issues with the mouse, but it happened only on occasion. The problem now was much, much more apparent and frequent.

I got in contact with Logitech Customer Support by email this past Thursday, hoping my previous positive interaction with them wasn’t just a fluke. Oh, if anything, this was even better.

Thursday morning, I sent in a message with the symptoms. An hour later, I received a response stating a replacement would be issued if my mouse was still under warranty. That evening, I sent my shipping information along with my invoice. Not 10 minutes later, I receive a response stating a replacement unit had been set up and would be shipped to me.

The real kicker is, I am to dispose of the mouse as I see fit. Instead of making me pay $15 shipping to get it back to them and waiting for the replacement, the replacement is shipped immediately and I save my money. Of course, this relies on the honesty of the user. I don’t know if this happens all the time, so don’t start a warranty service request for a perfectly working mouse, hoping for a free replacement. If it comes time for the replacement arrangement and they request the unit be returned, don’t blame me. I can only vouch for my situation. If anything, that sort of dishonesty will only cost others the convenience of the current replacement arrangement.

Extremely quick responses and an amazing replacement policy will have me buying Logitech gadgets and recommending them for a long time, given that the products stay at their level of innovation and usefulness. Customer service can maintain customer satisfaction and build loyalty. Logitech’s has done exactly that. I’d like to say thanks to the rep I worked with, Kunal, from Logitech’s North America customer support group. A job well done. 🙂

On the Docket

I’ve been working on numerous projects over the past week or so. That’s part of the reason why you haven’t seen much around here and I apologize for that. Next week should hold plenty of time for me to complete some of the articles I’ve been working on for random process.

Writing a review of the Dell XPS M1330 has sucked up the most time. It started off as any regular old review, but as seems to be the case with many of my writing projects, this one ballooned into a 10-page Word document. I ended up adding a lot of in-depth information about performance, battery life, power consumption and a design analysis. To ensure maximum exposure, it will be posted at Notebook Review, one of the largest resources for laptop information. I’ll be sure to provide a link when that’s complete.

I also received the Logitech MX Revolution as a replacement for a dead MX900. I’m also going to write up a review (hopefully a quick one) of that mouse, comparing it to the VX Revolution. The MX Revolution sure is a sharp looking mouse and I was rather impressed with the retail box presentation as well.

With the end of the work semester almost upon me, I’ve been scrambling to get my work term report together. At this point, I have nailed down the topic and compiled several pages of notes of points I want to talk to. I’m also gathering a lot of quantitative data (they love that at UWaterloo Engineering) so cram in there. I know I typically leave these things to the last minute, so I’m trying to get the majority of it done before the end of work, which is August 29th. (Wow, so soon…)

Finally, I’m sorry to say that I’ve been neglecting it slightly, but I’m working on a web service project. The group I’m working with is targeting a launch date that is rapidly approaching (too rapid) and I have quite a bit to do yet. I’m not one to let down a group so I’m going to get to work on it ASAP.

Logitech VX Revolution Review

Introduction

Barely a week after picking up the Microsoft Wireless Laser 8000, I was perusing the NCIX sales page when I happened on a listing of the Logitech VX Revolution for the low price of $30CAD. Granted, there was a $20 mail in rebate, but even including the extra taxes I’d be paying, it was a pretty good deal. Out came the credit card and the mouse was shipped by the next day.

The VX Revolution is a toned down MX Revolution, aimed at the laptop market. Previously, my only true laptop mouse was in the form of a BenQ M310 (check) that came free with a laptop bag I had purchased. Aside from being wireless and small, one of the greatest features was the storage space for the wireless dongle. For a laptop mouse, being small is one thing, but if it also means carrying around extra items, then it’s not really worth it. Unfortunately, I never grew accustomed to the size of the thing. I don’t have large hands, but they’re not that small either. Holding the BenQ for extended periods of time would lead to hand cramps, so when that mouse broke, I didn’t look to buy a new notebook mouse; I didn’t mind carrying around my Logitech MX500. Sure it’s big and wired, but that meant no hand cramps or the need to worry about batteries.

Obviously one of the benefits of having a laptop is being unwired, so I recently started looking for wireless desktop mice for my laptop. I picked up a Microsoft Wireless Laser Mouse 8000 and while I found it to be quite nice overall, the dongle had to be stored somewhere and I was about to go crazy over the non-tactile mouse wheel scroll. When I saw the VX Revolution on sale, aimed at notebook users, but not extraordinarily tiny and with a storage compartment for the dongle, I jumped on it.

Packaging

I like the packaging that Logitech uses for their mice. The color scheme is nice and attracts attention, and at the same time isn’t neon-colored or gaudy. As well, (not terribly useful for me since I purchased the VX online) the form-fitting plastic over the mouse allows a potential buyer to see how the mouse feels in the hand.

Logitech VX Revolution Box

Of course, the highly touted MicroGear Precision scrolling is plastered on the box, and with good reason, but I’ll get to that later. You can also see the wireless dongle.

Logitech VX Revolution Box

One peculiarity – I’m not certain if it happens during manufacturing or perhaps the packaging process, but I’ve read several reports of brand new VX Revolutions arriving with random scratches on the body. Mine wasn’t spared. The scratches are in relatively obscure places, like the dongle storage area and near the thumb rest. There’s no glaring issues with the top of the mouse so I’m not going to worry much about it.

Key Features

The highly touted MicroGear Precision scrolling is at the core of the product. If you find yourself scrolling a lot and that regular scroll wheel is getting tiring, this may be the solution. A quick flick of the finger and you could find yourself down towards the 40 000th line in an Excel spreadsheet. You can also just as easily use it for general web or document scrolling – the pages don’t have to be gi-nourmous. It is must smoother than any scroll wheel that I’ve used and therefore takes far less effort. You’ll want to stick to the ratcheted scrolling if you’re going through Powerpoints or switching weapons in a first-person shooter though; you can’t get the same precise control with the MicroGear set to free-scroll.

Logitech MicroGear

The ‘One-Touch’ search feature allows you to either open up your search engine of choice, or if you select a word or phrase, search for it in that search engine. It can be a very useful feature, although, personally, I don’t use it much. At the top left of the mouse, there is a zoom toggle that allows you to zoom in and out of documents, photos, and anything else you’d like zoom control over.

Logitech Customer Service is Top Notch

It seems like I’ve been on a recent writing binge of customer service experiences so I’d like to continue on that vein with one about Logitech, the computer peripheral company.

My Logitech MX900 Bluetooth mouse bit the dust a few days ago. After functioning well for the past couple years, it was suddenly no longer detected by Windows. On the Bluetooth charging station, the blue light that should normally light up to indicate a Bluetooth connection no longer did. The mouse was undetected, even after switching it to another computer.

I contacted Logitech support through their online support form. Although I entered through the Canadian portal, I was somehow redirected to the support team for Australia and New Zealand. The support representative told me, as is customary in the Pacific region, to take the defective mouse back to the point of purchase. Knowing that the point of purchase only typically covers warranty for the first 30 days in Canada, I inquired as to why I was put into contact with the Pacific region support group.

I received a prompt apology and without so much as a hesitation, my support case was continued by the same gentleman who told me he would personally liaise with the North American team for me. Now that’s seamless support! Every single one of my updates to the support case were answered within 24 hours. He requested that I provide the usual: model numbers, serial numbers, my address, as well as a proof of purchase (the receipt). I am the original purchaser of the mouse, but I definitely didn’t keep that Future Shop receipt from a couple years ago. I politely informed him that I no longer had the receipt but was well within the warranty period, if that was the intended reason for the proof of purchase. The MX900 has a 5 year warranty and was only launched in late 2003 so all mice should still be within the warranty period. Additionally, Logitech’s warranty requirements did not explicitly state that a proof of purchase was required (as far as I could find anyways).

I was told that the receipt is actually a requirement, but also that he understood my situation and would make an exception. On top of that break, I’ll be getting an MX Revolution as the replacement! I’ve already got its little sibling, the VX Revolution and it’s a damned nice mouse. I’m quite honestly very amazed at the service. Most companies would probably tell you to mess off, that it’s policy or what have you, but this exception makes me feel like I’m important. That’s what service is all about.

All I know about my rep is that his name’s Daniel S. and he’s part of the Australia/New Zealand support team. If you, by the wildest of chances read this, kudos to you, and thanks for all your help. You’ve got a satisfied customer here. 🙂