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. 🙂