Logitech customer service: so far, so great
I have been using a Logitech Trackman Mouse
Anyway, the reason I am once again gushing about my personal love for this Trackman mouse (and don’t forget my 5-star review of the Imak Ergobeads) is because… hold on, I’m getting verklempt… it developed a problem. It wasn’t anything personal, I know. But one day, a couple weeks ago, the scroll wheel stopped working.
You don’t know how much you depend something until it’s gone, of course.
I followed the natural problem-solving course for this type of thing: curse, restart the computer; test a different USB port, curse when that doesn’t make a difference, but ultimately be thankful for not having a USB port problem; uninstall/reinstall the Logitech software driver thingy, curse some more. Then, moving on: deny that there is a actually a problem; wake up angry the next morning, curse; bargain with the devil (which only leads to developing a terrible cold, btw); get depressed and actually think to onseself there’s nothing on the internet today; and, eventually… accept the loss of a functioning scroll wheel. And mutter one final curse before looking up the warranty information—you know, just in case.
Five year warranty, the internet said. I did the math and decided that I was cutting it pretty close—but I filled out the form on Logitech’s website anyway. Logitech’s return email, received within one day, was this:
Dear Yvette,
Thank you for contacting Logitech Customer Care. We, the technical support team, have a specific department to work on issues in regards with Macintosh. For further assistance with this issue, kindly contact our MAC support team using the number below:
Logitech MAC Support Team
Phone #: 646-454-3200Instructions:
1. Press 1 to proceed with product support
2. Press 2 for MACForgive us for the inconvenience. If you have any technical issues we would be glad to help you resolve them or you can visit our website at www.Logitech.com.
Thank you for choosing Logitech and have a nice day.
Sincerely,
Klarizza
Logitech Technical Support
Website: www.logitech.com/support
United States: +1-646-454-3200
Canada: +1-866-934-5644Business Hour:
Monday to Friday, 6:00am to 6:00pm PST
Saturday to Sunday, 7:00am to 5:00pm PST
At first I was impressed because they acknowledged certain problems with their products and Macs. Then I was like, uh, I have to call? During Business Hour? Inconvenient, hello! So of course I put it on my to do list and didn’t do it. But get this: after a few days, they sent me a polite reminder email because the ticket was still open. If the ticket has not already been resolved, it said, just respond to this email to keep it open for another 120 hours. I did that twice before finally getting around to calling.
When I did call, I had an excellent customer service experience. The guy I talked to was definitely Canadian (“I’ve got a weird thing for [guys] who say ‘aboot.’”) and only asked me to reinstall the mouse software and restart my computer before deciding to send me a brand new mouse. Because all of the numbers on the base of the mouse determined that my mouse is still within the warranty period! Hooray!
My new mouse shipped the next day, and I should receive it early this week via UPS. My corded trackball mouse is only $3o retail (cheaper than when I bought it, I think), but still. That’s $30 I don’t have to spend! Er… $50 I don’t have to spend, if I had decided to upgrade to the cordless model. Or $69 if I’d decided to buy an Apple Magic Mouse. Except the Magic Mouse is not comfortable, let alone ergonomically suitable. Don’t get me wrong, I absolutely love the swiping action of the multi-touch trackpad on my MacBook Pro. But when I’m plugged in at my workstation, I need everything to be sustainably ergonomic for long hours of browsing teh interweb working.
Logitech Trackman mouse, I love you. Sorry for exceeding your maximum scroll allowance.
Wow. Shoot. Five year?
There was a short lived wireless version of that same mouse, which I use on my home PC. Mine died mysteriously on me, and I simply bought a wired version (since the wireless ones had all disappeared). I should have tried the warranty, I’ll remember that with my current mouse in the event of catastrophic failure.
My only complaint (and a minor one) about these mice is the need to clean the track ball points fairly frequently. Geek hand-sweat or something gross. Heh.
Yeah, I was surprised, too! But I’m pretty sure they still make the wireless version, at least according to their website. The nature of this mouse is that it stays in one place all the time (and I don’t travel with it) so for me, wired vs. wireless wasn’t worth the cost. But should you ever have to call about your wired version, you should mention that you previously owned a wireless and see if they’ll send one of those to you.
Geek hand sweat, crumbs, cat hair… the track ball does require cleaning once in a while. I’m glad it pops out as easily as it does!