Logitech support

[u/Nellawafered]

I have been in a month long email chain with logi support about my mouse as it began chipping a while ago where my thumb is usually placed. I thought might as well submit a claim for it as it was still under warranty and does not hurt to try. Below is my entire experience of my email chain

On September 16th, I placed a warranty claim on my G Pro X Superlight that I bought around a year ago. After chatting with the AI bot, I was transferred to a live chat with Abhinaya K to verify the product. I sent the requested photos, video, serial number, and invoice, and Abhinaya said the replacement request would go through a final approval process that could take up to 72 hours.

On September 17th, I received an email from Anita K stating that my warranty claim had been approved and that I should expect an email containing a tracking number within 2-3 business days. On September 22nd, I reached out again because I had not received a tracking number, and on September 23rd Abhinaya K asked for one more day to check for an update before starting a shipping investigation.

On September 24th, I followed up again since the day had passed. Mubeen M replied that he had started a shipping investigation and to allow 5-7 days, but he addressed me as Peter even though that was not the name I had given them, nor what they had called me previously. So I did not know if that support email was meant for me or for another person named Peter. The ticket number in the email was mine, so I was left to assume it was for me. I emailed them asking if that prior email was meant for me, and I then received two emails from them.

The first one was from Rakesh K on September 26th, stating that he was following up on a previous conversation and had submitted another replacement request for me, and that I would need to wait another 72 hours for it to go through the approval process again. While that was helpful, this was also my first time receiving an email from Rakesh K in this email chain, and he did not address my question about the email sent to “Peter.”

The second email I received was from Nayan K later that same day. It was the same approval message I had already received from Anita K on September 17th, again stating that my claim was approved and that I should receive a tracking number within 2-3 business days.

On October 4th, I emailed again because I still had not received any tracking information. On October 5th, Abhinaya K replied that my replacement shipment was still being investigated. I responded the same day explaining my confusion, since I had been told twice that my claim was approved. On October 6th, Aiman A replied asking me to allow another 3-4 days for the order to be processed and for tracking to become available.

On October 9th, I sent a full summary of everything that had happened and asked for a tracking number for a claim that had been investigated and approved twice. Aman R replied that my replacement was in “Awaiting shipment” status and that they would email me once there was an update.

It is currently October 15 as of writing this post and there has been no further updates from them