Thoughts of a frustrated Logitech customer
After having bought a Logitech M235 Wireless Mouse, I used it for a year or more without any issues. Finally, it began to show signs of wear and the left button was not working anymore. Being a laptop user, I am not so comfortable with a trackpad and always dependent on the mouse as my mainstream device.
The Logitech M235 mouse was bought on a lightning deal for about 549 RS. After it stopped working, I started looking for a similar mouse. It was one of my friend who advised me of its three-year warranty and the ability to get it replaced in Logitech Walk-In Center (WIC). That’s where the problem is about to start. While the product is just 549 Rs, I really don’t want to make a fuss about it. However, it is the experience that I had with these WIC in Pondicherry I wanted to talk about.
On a hot and sweaty weather of 5th October 2017 by the morning, I thought of visiting the one and only customer center available in Pondicherry listed on their official website. Tried calling the no about 10 times only to end up no one picking it. The address is located just 3 km from my house, however, in usual traffic, it takes 15 to 20 minutes to reach the place. After having reached the place, I find no trace of such center. I roamed like a lost guy in a foreign land asking neighborhood about such a place. Using the Google Maps, I stumbled across several streets and finally after a 30-minute quest with no help from anyone I came to the same place again as listed in both the website and google places. Waited in the exact same location for about 10 minutes to see if I can find someone to ask.
Finally, an old man arrived, whom I went forward to seek assistance by showing him the name of the customer care center and a picture of the signboard I got from Google. He claimed that he is a watchman that works for this so-called place and handed me over a visiting card saying that the place was shifted recently. He also said that they started taking requests from today since the shifting is all done. Finally, after an hour of pursuit, I found an answer to my quest.
I am sure Indiana Jones would have felt the same after finding the treasure.
Tried calling the phone number mentioned in the visiting card and again no one picked it. After betting on my life, I now have to travel 4 km to their newest location. Yes, I am talking about something that takes 30 minutes in usual traffic to travel. With the intention to finish this task, I took the risk of going there.
That’s the second round of challenge in my pursuit to find my quest. I roamed around 15 minutes in the same street multiple times because there was no door number or no signboard or even any signs of such location. The neighborhood has no idea about something like that. After doing my math (Counting the door no using Odd and Even formula) and trying to figure out the exact door no, I ended up in a place that looks more like a residential apartment than an office. I opened up a metal gate like a stranger who has no idea where he was going and went to the first floor. Finally !!! I reached where I should be “the Logitech WIC”.
With still the sweaty body in a hot noon weather, I entered the place where I got a straight to face answer that they cannot handle or take any request because there is no internet or network. It was a damn straight answer like a dirt was shovel upon my face. That’s when I realized I wasted 3 HOURS OF MY LIFE which I cannot get back. That’s when I realized I should probably write a blog about it. However, i never did.
Then one fine Saturday of 14th October 2017, I called the WIC office and this time I got lucky. Someone picked the phone. I told them I wanted to hand over my device. The guy at the other end told me someone who takes care of this is away and suggested coming on Monday. I told him Monday is a weekday and would prefer to come the very same day. His next answer was that server is down and they cannot accept any requests. He also told me that the stock is available and I can get a new replacement immediately on Monday. I got surprised by his variable response. First, it was someone who is not available and then all of a sudden it was server that is down.
After appreciating myself for my level of patience, I had called again today to give one last try and got a response that I can come and submit my mouse for inspection. Finally, I took a 20-minute drive to reach the place. This time I need no directions or assistance as I know exactly where the place is. Went inside, waited for around 15 minutes and then signed a receipt and was told there is no stock and I had to wait 2 days to get a new one.
What ? Seriously? Just for a mouse that is worth 500 bucks, you want me to travel this many times? My hourly rates are nowhere near the price of this mouse but still what I am trying to emphasize is “the experience” one gets in believing it.
Sorry to say this Logitech but for being a long-term customer (Logitech Keyboards, Speakers, Mouse and Cam), this experience has changed my decision on not to rely anymore on your products.
Fool me once, shame on you. Fool me twice, shame on me.
Originally published at Sankaranand blog.