A Story About Incredible Customer Service At Logitech

By: (Google+)
There is a saying in the retail world: Fast, Cheap, Good; Choose two. This is a quick way of saying that you can't have products that are good, fast and cheap. You can only have two out of the three. Well, a recent experience with Logitech service has made me wonder if this old adage is wrong.

I purchased a Harmony One remote control from (they have the best prices around) on March 25th, 2011. My wife and I fell in love with the thing. With the complexity of inputs and settings on our television, she loved the one button operation. It was a dark day a year later in early March 2012 when our beloved Harmony One remote died!

The remote just died. It looked like the battery to me so I ordered one online (from TheSource) and it arrived a week later. To my horror, it wasn't the battery! When I put the new one into the remote, it still wouldn't power-up. So, I went online and read up on my symptoms. What I saw made my blood run cold. There were post after post about how poor the Logitech (maker of the Harmony One remote) service was. People complained about the time delays in hearing back from service representatives, refusal to replace product and generally not great service.

I was worried. The remote was days near (or past) the end of warranty. Well, I had nothing to lose I decided to send off an email to service. To save time, here is a point form description of what happened:

  1. I sent an email to service (using the contact form in the Harmony remote software) at roughly 6:30 PM
  2. I received an email reply from a real human at Logitech service at 6:43 PM! It included and apology for the delay in replying to my request. (only a 13 minute delay) It also included a list of steps and questions to help them (Logitech) diagnose the problem.
  3. I followed the steps and replied with all of my answers at 7:12 PM
  4. Another person from Logitech replied a half hour later at 7:39 PM saying sorry that my remote was defective. He went on to say that the Harmony One remote was under warranty so he has ordered me a new one!!! He also said that I would receive a RMA (return authorization) number soon.
  5. The RMA number email arrived one minute later at 7:40 PM. It told me that I would receive a shipping tracking number in 2 business days.
  6. Two days later, I received the UPS tracking number.
  7. One week after that, UPS delivered a brand new - fully complete - Harmony One remote to my front door!
It took me 10 minutes to reprogram the new remote. All I had to do was hook it up to my computer and upload the settings from the old remote.

I cannot tell you how effortless this whole experience was. It took two emails - that's it! Two emails and no fussing around. It was a totally unfrustrating experience.

Thanks Logitech! You have a new customer for life.
It looks like Logitech has rewritten that old saying to read: Fast, Cheap, Good; Choose All.


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