Warranty Question

[Bevo 13844]

Just curious about law surrounding warranties. I have a little problem (less than $150) over a keyboard/mouse combo warranty. The product was defective and they are saying they are no longer manufacturing the model. The company is offering me a less expensive model in exchange. The model won't work for what I need so it will probably go into storage. I asked about exchanging it for a little more expensive model that would be a separate wireless keyboard and mouse and the rep said no and quite honestly the separate keyboard and mouse is a problem anyway. What are the company's obligations? I feel like they should give me the money back that I paid. But it seems kind of bullshit that a company offers a cheaper, less useful product for exchange. The company rep keeps asking me if it is okay to send the cheaper model and I keep telling her no and to provide other options. BTW, I've already had to purchase a replacement keyboard since this has gone on too long. It is always good to have a backup though.

[bernorange 8385]

What does the warranty say?  What terms does it declare?

[Bevo 13844]

1 hour ago, bernorange said:

What does the warranty say?  What terms does it declare?

Who the hell knows? It is a $150 item with a warranty that is written in fine print on a box that no one keeps. But, I assume it says something like replace with a comparable model. I sincerely doubt that it says replace with an inferior product. I am kind of assuming that the reps are just instructed to offer something cheap and keep making excuses until the customer accepts it. Since I was already forced to purchase a replacement, I have all the time in the world to correspond by email. And I have no reason to accept an inferior product unless it comes to take it or take nothing.

[bernorange 8385]

You might try searching the borg mind (internet) for the model number and "warranty" to find the details.  I would think you will need that if you want to turn the screws on them.

[Bevo 13844]

Remedies

Logitech’s entire liability and your exclusive remedy for any breach of warranty shall be, at Logitech’s option, (1) to repair or replace the hardware, or (2) to refund the price paid, provided that the hardware is returned to the point of purchase or such other place as Logitech may direct with a copy of the sales receipt or dated itemized receipt.  Shipping and handling charges may apply except where prohibited by applicable law.  Logitech may, at its option, replace your product, offer to provide a functionally equivalent product, or repair any product with new, refurbished or used parts as long as such parts are in compliance with the product’s technical specifications.  Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

This warranty does not cover problems or damage resulting from (1) accident, abuse, misapplication, or any unauthorized repair, modification or disassembly; (2) improper operation or maintenance, usage not in accordance with product instructions or connection to improper voltage supply; (3) use of consumables, such as replacement batteries, not supplied by Logitech except where such restriction is prohibited by applicable law; (4) lost parts that were originally supplied with the Logitech hardware product; (5) non-Logitech branded parts and accessories even if sold with the Logitech hardware product; (6) non-Logitech services that may be accessed or controlled with a Logitech hardware product;  or (7) normal wear and tear. 

This limited warranty does not, under any circumstances, cover the replacement of or reimbursement for any electronic device or personal property that is not a Logitech product.  This warranty also does not cover Logitech products used by businesses for the purpose of providing end users with Internet access for a fee. 

Limitation of Liability

LOGITECH SHALL NOT BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE OR DATA (WHETHER DIRECT OR INDIRECT) OR COMMERCIAL LOSS FOR BREACH OF ANY EXPRESS OR IMPLIED WARRANTY ON YOUR PRODUCT EVEN IF LOGITECH HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.

[bernorange 8385]

If their replacement offer of the cheaper model is functionally equivalent, then it appears to me that they are fulfulling their obligation under the warranty.  If the cheaper model isn't functionally equivalent, you should be able to press them on that issue.  Did the model you bought have any special features (functionality)?

[Bevo 13844]

20 minutes ago, bernorange said:

If their replacement offer of the cheaper model is functionally equivalent, then it appears to me that they are fulfulling their obligation under the warranty.  If the cheaper model isn't functionally equivalent, you should be able to press them on that issue.  Did the model you bought have any special features (functionality)?

Rechargeable. In an office setting, I can't keep enough batteries in supply so we go through them too fast on keyboards and then run out of them for blood pressure cuffs and other stuff.

[CoTex 1177]

"I demand that you refund my purchase price immediately or I will be left with no choice to litigate this matter, vigorously.

Regards,

Bevo."

[Quagmire 2148]

Nice poor brag

[Bevo 13844]

37 minutes ago, Quagmire said:

Nice poor brag

Nah, I was just annoyed that they break easy and I have a bunch in my office. This one the USB female part came out with the male plug. And since it was just a few months old, I contacted the warranty department over lunch. And I hate getting screwed over - I bet if you ask 100 people on this board, all 100 have been screwed over like this. But for $150 bucks, my question is what you can do besides getting fucked. I figured there would be some attorneys who press the issue when it happens to them. Bernorange's advice is solid: Use the warranty against them. Obviously, they can still say no and then it comes to how hard I want to press. It is just email correspondence so no skin off my back. Honestly, it is easier than typing on this thread and I already have a replacement. And the topic is a little more fun than help me find a replacement for an all-in-one keyboard with touchpad that is wireless, rechargeable and easy to clean and made for business usage.

[NeverMarryAStripper 22261]

File Suit

Subpoena sales records for that model 

Find an attorney that advertises on late night tv and give him the sales list for a class action in return for percentage of the action

Retire to Costa Rica

[Bevo 13844]

45 minutes ago, NeverMarryAStripper said:

File Suit

Subpoena sales records for that model 

Find an attorney that advertises on late night tv and give him the sales list for a class action in return for percentage of the action

Retire to Costa Rica

I don't know about the first three points, but the fourth is a given. Shit, I'm trying to build a 2700SF vacation home in the mountains and right now it is pricing out to a mil. Fuck that noise. Those resell homes and villas and 30ftish boat in CR are starting to look really nice. La Pura Vida.

[Celery Man 21080]

if you're $150 mad about it, just fuck with them until you've spent $300 of their person hours handling you. If it looks like stuff is being handled by a ticketing system, respond to every e-mail explaining that the issue is not closed. You'll either get bored or they'll issue a refund to get you to go away. Find a phone number, get them on the phone. Even if it's someone in a completely different department.

Edited August 17, 2022 by Celery Man

[CooterBrown 18274]

Rechargeable. In an office setting, I can't keep enough batteries in supply so we go through them too fast on keyboards and then run out of them for blood pressure cuffs and other stuff.

Are you constantly hitting reload on a midget porn site? I think I replace keyboard batteries ever two years.

[Sandman 3427]

I had this problem with a Samsung tv, the screen was going out due to a faulty part and they agreed to fix a bunch of them for free but not mine. They wanted me to request a Samsung tech to come out and look at it, at my own expense. After going back and forth with their support dorks on the phone and via email, I got fed up and hunted online till I found the email address to their CEO and gave him a piece of my mind. The next time I called, they said "Wait, are you the guy that emailed the CEO?", I said yeah. Then they told me that they would no longer allow one of their techs to come out and that I could go DIAF. I swore I'd never buy anything from Samsung again but my wife loves her Galaxy phones, so my efforts to deny Samsung my money are futile. 

[Bevo 13844]

5 hours ago, CooterBrown said:

Are you constantly hitting reload on a midget porn site? I think I replace keyboard batteries ever two years.

I think the batteries were lasting like a few weeks on the only one that I have owned at work. Maybe mine had some sort of an abnormal battery drain but it was the reason that I purchased the rechargeable ones. When you have a bunch of the battery powered keyboards you can go through one of the large COSTCO boxes of batteries in no time at all. Were you shutting yours off every time you walked away? We don't turn ours off and are entering the rooms continuously so they aren't sitting unused for very long.

[South Austin 53170]

You should strenuously object.

[BearSchlong 8236]

Have you tweeted at their customer service account?


Sent from my iPhone using Tapatalk Pro

[Bevo 13844]

16 hours ago, Celery Man said:

if you're $150 mad about it, just fuck with them until you've spent $300 of their person hours handling you. If it looks like stuff is being handled by a ticketing system, respond to every e-mail explaining that the issue is not closed. You'll either get bored or they'll issue a refund to get you to go away. Find a phone number, get them on the phone. Even if it's someone in a completely different department.

I'm not mad about it but it took some effort in the beginning as they didn't follow through originally and then made me jump through hoops before they sent the following message:

Thank you for contacting Logitech! My name is Judy and I will be helping you with any issues you have today.
 
As per checking here, the ... is currently out of stock so I'm offering you different product which is ... Let me know if you're okay with it so we can proceed with your replacement.

So in the first email I asked how long will it take to get my product back in stock. And then it has gone on from there. The main thing that bugs me is they asked me if I was okay with the replacement and when I basically said no, they didn't offer any alternative. Don't fucking send the email above if there isn't a choice. And you are sending me this email from China. Your name isn't Judy.

[Sam Lin 3595]

Eh. Tell this to all the people who bought Rtic coolers with "7yr warranty" only to have Rtic cancel and change the warranty to a pitifully short period and not cover their failed products from prior.

Edited August 18, 2022 by Sam Lin
Remembered wrong warranty period.

[Celery Man 21080]

Most people in China have alt Western names that they use in business even if they're not just doing remote customer service. So many Waynes, Lees, Shannons. Bruce. Indians don't do the same thing from a cultural perspective but I assume when you're dealing with customer support out of Mumbai or whatever they probably use names like Judy because angry Americans demand low prices and continual growth but are also mad at large companies making the choice to pay someone $2/hr to deal with people who can't figure out the bluetooth and want someone to yell at.

 

I'm actually fairly surprised that logitech has a keyboard/mouse combo that takes AAAs or whatever and costs $150. At that point I would assume anything has an internal battery rechargeable by usb. I use an MX master keyboard + mouse and I have to plug either one of them in for a bit every few months, but it's remarkable how long the charge lasts.

 

If the product they are offering you has feature parity with the one that has the problem, I'd move on. If not, i'd probably still move on but your choice is mostly to continue to hammer their support desk until they give you what you want to make you go away or start ignoring you. You could tweet or find an e-mail address but I think Logi is practiced enough in the art of pissed off customers that it won't make a shit.

Edited August 18, 2022 by Celery Man

[MonkeyDoughnut 10768]

21 hours ago, Bevo said:

Rechargeable. In an office setting, I can't keep enough batteries in supply so we go through them too fast on keyboards and then run out of them for blood pressure cuffs and other stuff.

Curious to why you went rechargeable keyboard/mouse instead of just rechargeable AA/AAA batteries?  I never knew the rechargeable keyboard/mouse even existed.

[Bevo 13844]

3 minutes ago, MonkeyDoughnut said:

Curious to why you went rechargeable keyboard/mouse instead of just rechargeable AA/AAA batteries?  I never knew the rechargeable keyboard/mouse even existed.

Because workers do stupid shit like stick non-rechargeable batteries into the charger, mix NiCad with Li-ion...

[Celery Man 21080]

ah, I think i was misreading the battery conversation and this is maybe rechargeable keyboards whose usb ports are fucked. As consumer I can see how this would be poor manufacturing but as a vendor I would suspect dipshit office workers breaking stuff.

Quote

when I basically said no, they 

explicitly say no and why

[BearSchlong 8236]

Curious to why you went rechargeable keyboard/mouse instead of just rechargeable AA/AAA batteries?  I never knew the rechargeable keyboard/mouse even existed.

Not in the Macbook ecosystem, eh?