Understandably, we have quite a few Logitech G5 mice in the office, one of which I’ve been using for the last couple of years so when it came time to buy a new mouse to use at home, it seemed a no-brainer to get a G5. I ordered one from an online dealer I had previously used with no issue and it arrived a couple of days later.
I used the mouse happily for a week and then suddenly it stopped working. I tried it on several PCs at work and home but it was dead, so I called the retailer and sent it back. Imagine my annoyance a few days later when they returned the mouse to me, told me it was working fine and charged me £20 for the privilege. More annoyingly, when I called them and told them the mouse in fact didn’t work and all the things I’d tried, they told me all I could do was register a complaint which would be dealt with by a manager. Needless to say this could only be done online – heaven forbid you could actually speak to said manager… Anyway I did as they asked only to get a fairly snotty mail back on Friday telling me they were not going to refund or replace the mouse and if I sent it back all they would do is charge me again; effectively they told me to bugger off and call Logitech.
As you can imagine I was slightly put out by this.
Not to be deterred, I decided to do just that so off I went to Logitech’s website to find a phone number. I was pleasantly surprised to see they were open on Saturdays, so I called them today. I had a bit of a wait to get through, but eventually I was put through to an American sounding chap by the name of Mike. I explained the situation to Mike and we went through some trouble shooting steps although it was clear to both of us that the mouse had gone the way of the Dodo. Anyway, the long and short of it is that Mike told me I could have a replacement mouse, but they didn’t have any G5s about, so instead would I accept a G500? The G500, for those who don’t know, is twice the price of the G5, has more buttons and is generally a step up, so naturally I said I’d be delighted. Turns out this mouse will be delivered free of charge in the next week or so.
So good job Logitech and more importantly good job Mike – after the fuss I had with the retailer you’ve restored my flagging faith in the consumer packaged goods market, and if anyone from Logitech is reading this – give Mike a pay rise 
Tags: Hardware