stewarta13wsb Posted September 28, 2006 Report Share Posted September 28, 2006 By all means call me a cynical dog, but over my 50 odd years I have been frequently disappointed, if not totally incensed and disgusted, by the average company’s Customer Service. Here, for those who chose to read it, is a genuine (no I don’t work for them, or have shares) experience of what Customer Service SHOULD be – About 3 years ago I received a gift of a Logitech cordless keyboard and mouse. It’s been great, no problems until the other day when the mouse stopped charging its internal batteries. I looked on-line for a replacement, but wasn’t sure which new model would work with my keyboard, so with that instant expectation you get of wasted time and money, I decided to phone the help desk number. And this is where my story really starts… No ringing for ages, it was answered in 2 rings! No Indians or Pakistanis that I couldn’t understand or couldn’t understand me (like Dell or AOL)– I think he was Swiss but with perfect English. No 3 to 4 minute wait while you work your way through an automated system (like BT or Sky) – just a real person, straight away, that we could each understand. And it just got better… Although I wasn’t sure of an exact purchase date, and although I had no receipt, I was told I’d get a free replacement – it was still covered by warranty!! Better yet, they wouldn’t just replace the mouse but the whole system (keboard included) and it’s here – it arrived within 3 days!!! I know what company I’ll use for my next purchase – if Logitech make it, I’ll buy that brand in future. Thanks for listening, and I hope it helps your decision making process sometime. Link to comment Share on other sites More sharing options...
Snail Posted September 29, 2006 Report Share Posted September 29, 2006 Very unusual in this day and age!! Well done Logitech Link to comment Share on other sites More sharing options...
Sponge Posted September 29, 2006 Report Share Posted September 29, 2006 I had a similar experience with them last year. The feet on my 6 month old MX1000 had worn considerably (lots of gaming) so I emailed them asking for some advice and within the week I had 3 sets of new, stick on pads. Link to comment Share on other sites More sharing options...
Atomic Posted September 29, 2006 Report Share Posted September 29, 2006 The irony being that we only need 'reasonable proof of purchase'. I've used the age/manufactured date of a product before not as proof that it was less than a year old... it's also another benefit of using shop branded items Link to comment Share on other sites More sharing options...
Chelsea Mick Posted September 29, 2006 Report Share Posted September 29, 2006 While we're giving out credit where it's due then..... About 3 months ago the Viewsonic 19" TFT that I'd brought nearly a year previous deided to give up the ghost. It just stopped working. No power light nothing. Called the number and as Logitech, it answered within 2 rings. A very polite dutch gentleman with perfect english, (probably better than mine) just asked a couple of questions and said a new one would be on it's way in the same afternoon Low and beholed the very next day my nice new monitor arrived and they took the old one away. No fuss no questions just replaced it..End of I know we often moan about the poor service we receive these days (and rightly so), but we hardly ever hear of a good customer service story. So keep up the good work Logitech and Viewsonic Link to comment Share on other sites More sharing options...
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