Logitech Rebate Support System

I’ve never blogged about a bad support case but this has to be the first because its getting so ridiculous and a waste of my productive time.

Early this year at a local Frys electronics store, l was impressed by a pair of Logitech Z623 PC speakers playing a demo audio track. A couple of weeks later on May 13th 2012 l bought the 200W speaker system, with a rebate coupon for $30 – about 1/3 of the reduced price. The reduced price and rebate were further incentives to my decision to purchase these awesome speakers. It says please allow 3 months for a rebate,

I prompty mailed in the rebate, scanned with my cellphone the original receipt and UPC and despatched the rebate with requested original items.

l decided to google the phrase “Logitech rebate <click here>” – one day l was bored in September 2012 after realising l hadnt yet received a rebate check and about 3 months had gone by, and was amazed at the amount of complaints on Logitech online forums by people who never had their rebate.

Subsequently l sent email to Logitech support to see whats going on.

Below is exchanged historical email with Logitech, who just sent me an email about 2am asking to close the case today.

Really posting this so no one wastes their time with this, and instead – go for instant rebates.

In my view its either the support system or the rebate fulfillment or both is a joke or not really setup to actually issue rebates to customers experiencing rebate fulfillment issues. Maybe if the customer “forgets” about the rebate, then all is well.

By the way, if you create Digital Media Video/Audio Content for client or simply play games – this speakers are pretty damn good. I use them mainly for the first. And for general music, these speakers beat basic PC speakers.

logitech_spkrs
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logitech_rebate

9/20 Initial email

Mailed a rebate request may 14th 2012 and l am still waiting for it on 9/20/2012, hopefully l honestly get a prompt reply AND my rebate from you.

9/21 response

Dear Steve M,

Thank you for contacting the Logitech Customer Care Team. My name is Marissa, and I am glad to assist you. I apologize for the wait in receiving my response.

Your support ticket number is: 120921-002609. Your ticket number is a way for us to track your support request.

Please indicate or mention your ticket number for quick and future reference of this particular case.

Steve, from your e-mail, I understand you have accidentally damaged your Speaker System Z623’s receiver, and you want to purchase a spare one.

For you to be best assisted, I will refer you to our Sales Department as they have the data for spare parts availability.

They are open 6:00 AM – 6:00 PM PST Monday-Friday. Here is their number 800-231-7717.

Please update this support ticket if the same issue will occur.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.

If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111.

Thank you for choosing Logitech.

Kind Regards,
Marissa
Logitech Inc.
Customer Care – America

Please note:

If we do not hear back from you within one (1) week, we will assume that we were successfully able to resolve your e-mail support request and will set your ticket to solved.
In this case, a survey will be sent to you to gather your feedback. Question 1 is about your overall satisfaction with our products and services (10 being the highest).
Please do not be confused with Question 7, which is the number of times you have created a ticket and not the number of times you have replied to my e-mail.

My response 9/22

Hi,
Email l got from you stated that you think l was asking for a repair on a damaged speaker. That wasnt what my original support question was.

What l asked about is – why a rebate request l sent with original UPC on May 14th for this speaker, hasnt arrived.

I attached a copy of my Frys electronics receipt with the UPC on it. The original as requested by Logitech was mailed with my receipt on may 14th.

I am still waiting for a rebate check on my purchase.

Response received – 9/23/2012

Dear Steve Mbah,

For you to be best assisted with the rebate, I will refer you to our Sales Department as they have the access for sales order.

They are open 6:00 AM – 6:00 PM PST Monday-Friday. Here is their number 800-231-7717.

NOTE: Opened Box items from Logitech are products that are opened at a retail store or may have been purchased and returned from a customer. The product itself is not guaranteed to be in a Brand New condition. Refunds and support parts will only be issued within the 30 days of product ship/purchase date. Product replacement is not available for this item.

Please update this support ticket if the same issue will occur.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111.

Thank you for choosing Logitech.

Kind Regards,

Marissa
Logitech Inc.
Customer Care – America

Tried again 11/17/2012 – my email below

Mailed a rebate request may 14th 2010 and l am still waiting for it on 9/20/2012, hopefully l honestly get a prompt reply AND my rebate from you.

This is the 2nd support contact l am making and several calls to your rebate support line.

Hopefully someone at Logitech would want to actively help a customer on this.
5/2012 to 11/2012 is way over 30 days.

=========== current status from your website ======================

Track Your Rebate

Check Status of Rebate

Tracking Results: Status Details

Rebate: $30.00 Check
Rebate Information For: steve m <zipcode>
Promotion: Up to $30 Mail in Rebate with Purchase of Select Logitech Products from Fry’s Electronics
Submission Type: MAIL-IN
Date Received: 05-25-2012
Status Detail: Your rebate is valid. Please allow up to 30 days to receive your rebate.

Copyright © 2012 by Parago, Inc. All rights reserved.
Before you use this site please read our terms of use, privacy policy, copyright and trademark notices.
Your use of this site means that you have read and accepted these terms.

https://www.rebatetrack.com/quick/track/track_results.html?site=logitech

Auto-Response received 11/17/2012 5am

These answers may be relevant to your question. Please review these solutions as they may provide you with the answer to your question.

The following answers might help you immediately. (Answers open in a separate window.)

Answer Link: Windows 8 product support and device compatibility
Answer Link: Warranty duration for Logitech audio products
Answer Link: Logitech Speaker System Z553 Technical Specifications
Answer Link: Troubleshooting audio issues with the Logitech Wireless Speaker Adapter for Bluetooth Audio Devices
Answer Link: Contacting Logitech Customer Care about the Z623

 Email response received 11/18/2012 10am

Dear Steve M,

Thank you for contacting the Logitech Customer Care Team. My name is DK, and I am glad to assist you. I apologize for the wait in receiving my response.

Your support ticket number is: 121117-003391. Your ticket number is a way for us to track your support request.

Please indicate or mention your ticket number for quick and future reference of this particular case.

Steve, from your e-mail, I understand that you are still waiting for your Rebate. We sincerely apologize for this inconvenience.

Please call 877-755-3837. This number will put you in direct contact with our fulfillment partner, who will work to provide you with the most accurate information on your mail-in rebate. When you call, please have available a copy of the materials you submitted and the tracking number sent to you by e-mail, if you have it.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111.

Thank you for choosing Logitech.

Kind Regards,

DK Magno
Logitech Inc.
Customer Care – America

My response 11/21/2012 3pm

Hi

Getting customer service on this rebate issue is seeming to be a joke.

You gave me a # to call for further details on your rebate fulfilment
partner – this is a number l have called several times.

This is what – if you care to try – you get when you call the #.
Automated response
3 options, pressing option 3 [ if your rebate is over 2 weeks] and l get
directed to a message directing me to tell me the same rabate status message
l copy and pasted from website in my email to you.

So if you call the # you gave me, and get this response, how does this
assist a customer?

I would graciously expect you would assist a Logitech product customer
really track down whats going on.

I give up.

This is the last Logitech item l purchase that states mail in rebate
offered.

Steve

On Sun, Nov 18, 2012 at 10:06 AM, English AMR Support Logitech < support-enu@logitech.com> wrote:

Response received 11.25.2012 7am

Dear Steve M,

Thank you for contacting the Logitech Customer Care Team.

I sincerely apologize for this inconvenience. I will be escalating your case to the proper department for follow up. Please bear with me.

Thank you for choosing Logitech.

Kind Regards,

DK Magno
Logitech Inc.
Customer Care – America

Email received  12/16/2012 2:37am Today

Dear Customer,

We care about your experience with Logitech Customer Care. Our records show that your case has been resolved. If you’re not satisfied with the result, have further questions, or never received an answer, please call us or visit Logitech Support online to submit your question.

You can help us to improve our services by taking a few moments to complete our survey. Thank you for taking the time to give us your feedback.

Sincerely,
Logitech Customer Care Team
Logitech Support Home

My response 12/16/2012 6am

Hi

Why is this case marked solved when a customer just gave up on your support system.

Have l received my rebate on a purchase of a Logitech item – No.

If you go to your rebate status website and do a search for “Steve M”, zipcode XXXXX – it still shows l’m still expecting a rebate on a product l purchased for over 6-9 months, yet the eta for the rebate was 3 months, and no document is missing.

Would l be in future making a logitech purchase marked rebate offer ? No.

I made a purchase on May 13th, started contacting logitech support and your rebate support # from September 30th. Today is 12/16/2012 – NO REBATE yet. Just continued support email on closing an existing ticket.

Steve M

======== end as of now ===== story bound to continue =============

Response Via Email (Darel Kim M) 12/16/2012 09:42 AM
Dear Steve M,

I will follow up your rebate immediately. Please bear with us.

Kind Regards,

DK Magno
Logitech Inc.
Customer Care – America

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
We will assume your issue has been resolved if we do not hear from you within 168 hours.
Thank you for allowing us to be of service to you.

12/24/2012

As of 12/24/2012 – Rebate check has not yet been received by me, for this long standing support request issue.
Steve

———- Forwarded message ———-
From: English AMR Support Logitech <support-enu@logitech.com>
Date: Mon, Dec 24, 2012 at 1:55 AM
Subject: Rebate inquiry [Incident: 121117-003391]
To:

Our systems indicate that we have not received a response from you in the last week. Please note that you can continue to receive support from Logitech simply by replying to this email. If this case has already been resolved, please disregard this email.

12/26/2012 07:57 AM

Dear Steve ,

Hi, it’s DK again, from the Logitech Support.

We are sorry for the situation. Unfortunately, this has not settled, and your check is still on hold. Our apologies, we are working hard to resolve this for you.

Kind Regards,

DK Magno
Logitech Inc.
Customer Care – America

 

================================================

12/29/2012

– Finally got my rebate check in the mail, a process that started 5/14/2012 – seven months back. My advice, seek only instant rebate deals.

 

 

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3 Responses to Logitech Rebate Support System

  1. Greg Malkin says:

    I feel your pain, man. I’m in the same boat as you, waiting for my rebate from Logitech.

  2. Mark Walberg says:

    You have to know whom to contact, I mean the right support group. This guy explains how he got his rebate. Logitech rebate resolution

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