Last November, my Logitech mouse's scroll wheel started acting funny. Tried to check on Amazon the warranty situation, the docs said: take it up with the manufacturer (note: the mouse was sold by Amazon, wasn't a marketplace item). This was like two weeks before the 2-year warranty was up.
So, I headed on over to Logitech. Man, their site sucks. My mouse was a "gaming" model, so it wasn't directly clear where I should seek help. I end up with some support guy who was obviously doing something else in parallel, judging by the time between replies. Went through the usual checklist (is it on / did you try unplugging and plugging it back again?). Never mind that before getting on the chat, I had to fill up a form with the exact same questions, up to and including the serial number, which is the first thing the chat person asked for. Half an hour later, he asked the killer question: where did you buy it? Amazon. Oh, take it up with them, then.
Went back to Amazon, opened a new "other" case. Less than two minutes later, I was on the phone with someone from Amazon, asking me point-blank whether I wanted them to try to fix it or reimburse me. Said the latter, and he asked me to be sure to send it within 30 days.
Guess where I bought my next Logitech mouse?
So yeah, Amazon's retail support experience is still top-notch in my book, at least on this side of the pond. This was for an account without prime support that doesn't do a lot of business with them.
I'm fairly confident that if I actually opened the support request with Amazon first, the ending would have been the same. At no point did Logitech say that their online support was only for items bought through their online store.
Sure, Amazon could have said "yeah, call us" instead of saying that I should see the manufacturer, and it would have saved me half an hour.
But I was quite disappointed with Logitech's reaction.
I've had an issue with a bag and when I took it up to one of their stores for repairs, they just took it in for repairs for free without any question asked whatsoever. Not even where or when I'd bought the item (I didn't buy it from their name-stores, but from some generic department store). Didn't ask to see any receipt. Just "It'll take around a week. Can you leave it now?"
Note that this wasn't some fancy boutique bag or brand, it was barely pricier than the mouse.
Since I'm complaining about Logitech, I should name the brand with great service: Le Tanneur, a French leather goods company.
Last November, my Logitech mouse's scroll wheel started acting funny. Tried to check on Amazon the warranty situation, the docs said: take it up with the manufacturer (note: the mouse was sold by Amazon, wasn't a marketplace item). This was like two weeks before the 2-year warranty was up.
So, I headed on over to Logitech. Man, their site sucks. My mouse was a "gaming" model, so it wasn't directly clear where I should seek help. I end up with some support guy who was obviously doing something else in parallel, judging by the time between replies. Went through the usual checklist (is it on / did you try unplugging and plugging it back again?). Never mind that before getting on the chat, I had to fill up a form with the exact same questions, up to and including the serial number, which is the first thing the chat person asked for. Half an hour later, he asked the killer question: where did you buy it? Amazon. Oh, take it up with them, then.
Went back to Amazon, opened a new "other" case. Less than two minutes later, I was on the phone with someone from Amazon, asking me point-blank whether I wanted them to try to fix it or reimburse me. Said the latter, and he asked me to be sure to send it within 30 days.
Guess where I bought my next Logitech mouse?
So yeah, Amazon's retail support experience is still top-notch in my book, at least on this side of the pond. This was for an account without prime support that doesn't do a lot of business with them.