• Report: #1167425

Complaint Review: Logitech

  • Submitted: Tue, August 05, 2014
  • Updated: Tue, August 05, 2014

  • Reported By: keith studley — Newport Rhode Island
Logitech
7600 Gateway Blvd Newark, California USA

Logitech Headphones Failed after 45 days and Logitech refuses to replace. Newark California

*Author of original report: Logitech Finally Came Through - To a degree

*General Comment: Your confusion.

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On May 16th, 2014, I purchased a pair of headphones with microphone from Walmart manufactured by Logitech. There is a 2 year replacement warranty on these headphones, and on July 9th, 2014, the crapped out. I had no sound coming out of the speakers. At first it occured intermittenly, then, it continued to get worse, until the headphones themselves, stopped working.

It has been an ongoing fight with Logitech. Walmart refuses to take them back, as they claim that I can not return the headphones after 45 days, to the store. Ok, I understand that. So I began the fight with Logitech. Logitech has tried to tell me that my reciept was showing no Logitech Products purchased, despite 3 different screen shots and my Easy Returns receipt from Walmart.com showing that I did in fact purchase their product. The latest issue, now seems to be, that Logitech is claiming that the headphones are out of Warranty. [continued below]....

.....

They Warrantied them for 2 years, according to the product page. Now, by my calculations, 2 years from date of purchase from the Retailer, would make it May 16th, 2016. Avoid Logitech at all costs. They are providing cheap products, with no Quality Control and when the stuff comes out defective, and the Customer tries to obtain Warranty Service, the Customer is told to go through the store, and if the store refuses to do anything, then Logitech tries every trick in the book to deny the Warranty.

 

Here is the communications thread, taken directly from the Logitech website.

Customer Keith  via CSS Email08/05/2014 03:56 AM

If I read the warranty correctly, then, the Warranty begins from date of purchase from the Retailer. This means that this headset, legally is not out of warranty, as the Warranty began on May 16 th , 2014, and according to the product page, is valid for 2 years from date of purchase. So please follow through with your Warranty Obligations, in accordance with the attached Attorney’s letter, or I will be forced to instruct my attorney to file suit, which will add attorneys fees of $250 per hour, plus court 
costs. 

Sincerely, 
Keith P.

==================== image File Attachment ====================
letterfromattorney tologitech005.jpg, 619096 bytes, added to incident

Response Dantley via Email08/05/2014 12:13 AM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, if that is the PID, it means that your headset is already out of warranty. Thank you. 

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Web08/01/2014 02:25 AM

I looks like it says T145.

Response Dantley via Email08/01/2014 01:12 AM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, can you check the PID of your headset pelase. Please check the 3.5mm jack if there is a serial number. And I will again seek advise here regarding this. Thank you.

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Web07/29/2014 10:25 PM

Hi Dan. Just an update. My attorney, will be posting to this thread shortly his letter as well as mailing it to your legal department. I, once again, have provided a copy of the email Walmart sent to me, advising me that the item was ready to be picked up, as well as the order history screen shots, from 2 different dates and times. I ask you once again, to honor your warranty. Walmart was contacted and informed me that the order, 8228048-559475 is in fact the Logitech order, and that they can not take it back because their policy for electronics, is 45 days from the date on the receipt.

I ask that you folks honor your Warranty. Not only will legal action be sought, but also postings will be made on all Social Media Outlets regarding this issue, as well as reports being made to the Rhode Island Attorney General's Office for Consumer Affairs and the Consumer Product Safety board. This situation appears to be a short in the volume control. A short, no matter how small the current, can create a fire hazard as well as causing loss of use of the headset. So I ask that you honor your Warranty before I start spreading the word, complete with all of the information regarding this case found on this support thread, is sent out to Social Media, the agencies listed above, as well as all News Outlets, locally to me.

Sincerely,
Keith

Response Dantley via Email07/22/2014 09:57 PM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, I also do my best regarding this case. Thank you.

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Email07/21/2014 09:41 PM

Hi Dan, well, unfortunately, this matter has now been turned over to my attorney, Edward McCormick III of the Framme Law Firm. I have provided 3 proofs that the information you are supposedly receiving is wrong. Walmart acknowledges that the information that I have received, pertaining to the item in question, is the Logitech headset, H150, in their systems. I do not know what is going on, so I will let my attorney handle it from here on out. His file number for this situation is 11373. 

Unless Logitech 
wishes to resolve this without further legal action, all further responses will be directed to him, referencing the file number above. 

Sincerely, 
Keith

Response Dantley via Email07/21/2014 06:26 PM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, it's not that we do not want to honor the warranty, but on our system, it shows different device and not Logitech. 

And yes we have acknowledge that the device is defective, but the receipt is invalid and we cannot replace a device that has an invalid receipt. I hope you understand that. Thank you. 

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Email07/19/2014 05:11 AM

And as I have said, according to 2 different screenshots, taken at 2 different times, and using 2 different web browsers, and after contacting Walmart.com, and the store, everything is showing completely different information than what you are reporting. My Attorney, will be in touch with your legal department, as all indications are that you do not want to honor your Warranty. Edward McCormick III of the Framme Law Firm, will be in touch. All legal options, will be pursued, at this point. 

Sincerely, 

Keith P.  

CC: Attorney Edward McCormick III

==================== image File Attachment ====================
Walmart Easy Returns Receipt for Logitech Headset Screenshot 7162014.jpg, 267402 bytes, added to incident

==================== image File Attachment ====================
Walmart Easy Returns Receipt for Logitech Headset Screenshot 7182014.jpg, 275793 bytes, added to incident

==================== application File Attachment ====================
Walmart order received; Please wait for pickup email - Order 8228048-559475.pdf, 259787 bytes, added to incident

Response Dantley via Email07/19/2014 12:37 AM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, still the same item comes up with the order number. No Logitech item purchased. Sorry but we cannot process a replacement for this. Please coordibate with Walmart. 

And yes we have acknowledge that the device is defective, but the receipt is invalid and we cannot replace a device that has an invalid receipt. I hope you understand that. Thank you. 

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Email07/18/2014 03:11 AM

Ok, I do not understand why that is happening. All I know, is that, I have logged into my account on their website, pulled up the order history to verify my emailed receipt. I will contact them via phone to find out why their system shows one thing, but the email and my order history shows another. I will also contact my attorney, Edward McCormick III, of the Framme Law firm, after contacting them, and forward everything to him, as well, and seeking his advice. 

I believe that I have complied with all 
terms of the Warranty, and Logitech, already has acknowledged that the headphones maybe defective. 

Have a nice day. 

Sincerely, 
Keith

Response Dantley via Email07/18/2014 02:09 AM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, still the same item comes up with the order number. No Logitech item purchased. Sorry but we cannot process a replacement for this. Please coordibate with Walmart. Thank you. 

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Response Dantley via Email07/17/2014 12:36 AM

Dear Keith,

Thank you for contacting the Logitech Customer Care Team.

Keith, I will now going to forward this case to our quality team to validate the receipt and for replacement approval as well. Please wait for our update. Thank you.

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Web07/16/2014 07:36 AM

Ok, that's weird. When I pull the order up in my Walmart.com account, It shows me the Logitech Headset that I have. I am including a screen shot. This screenshot was taken at about 6:30am Eastern Time 7/16/2014

Response Dantley via Email07/16/2014 12:37 AM

Dear Keith,

Thank you for contacting Logitech Customer Care Team.

Keith, it seems that order number was for Philips SHE2100WT/28 In-Ear Headphones, not for a Logitech Stereo Headset H150. I suggest that you check it first with Walmart and get back to us. Thank you. 

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank you for choosing Logitech. 

Sincerely,

Dan,
Logitech Inc.
Customer Care

Customer Keith  via CSS Web07/11/2014 11:07 PM

Hi Dantley,
I am not sure what the Part Number (P/N) is, but I do have the PID and Model Number.

Keith
Product M/N: A-00029
Product PID: T145
I believe the P/N is 981-000349 as that is what is on the receipt.

Response Dantley via Email07/11/2014 06:04 PM

Dear Keith,

Hi, this is Dan, and thank you for contacting Logitech Customer Care Team. I am glad to help you.
Keith, I’m sorry to hear that your Logitech Stereo Headset H150 cut out. Let me help you with this. 

At this point, I believe it is safe to consider your product as being defective. The product should not function the way that you have described. In order for Logitech to process a warranty claim, we kindly ask that you provide the following information:

* All details requested in this email are meant to be used to verify your product's warranty status. Therefore, the replacement will only be honored if the product is still covered under the warranty period.

First name:
Last name:
Address:
ZIP Code:
City:
State:
Telephone Number:

Product M/N:
Product P/N:
Product PID or S/N:

As our warranty replacements are shipped using courier service, we kindly request that you provide a delivery address on which our courier service may deliver during regular business hours (9:00 AM to 5:00 PM). If the delivery address differs from your residential address, kindly provide both addresses.

Please be advised that the warranty for the new device is based from the remaining warranty of the old one.
You should be aware that we have to evaluate your product information first before we can provide a warranty claim.

If you would like to follow up, please simply reply using this link: 
, or reply to this e-mail. 

Thank You for choosing Logitech, Keith.

Sincerely,

Dan,
Logitech Inc.
Customer Care

Auto-Response07/09/2014 06:34 AM

These answers may be relevant to your question. Please review these solutions as they may provide you with the answer to your question. 

 

The following answers might help you immediately. (Answers open in a separate window.)
Answer Link: Stereo Headset H150 Technical Specifications
Answer Link: Windows 8 product support and device compatibility
Answer Link: Warranty duration for my H150 headset
Answer Link: No sound is coming from analog headset
Answer Link: Contacting Customer Care for the H150 headset

 

Customer Keith  via CSS Web07/09/2014 06:34 AM

All of a sudden the speakers on this headset cut out, while being fully plugged into any device that I use them on. When I wiggle the wire, at the volume control, the speakers turn back on and back off again.
This item was purchased on 5/16/2014 through Walmart.com. Walmart, for most electronics, including these headphones, the warranty expires 45 days after purchase. I am attaching a copy of the emailed proof of purchase, as this was ordered through their website.

 


This report was posted on Ripoff Report on 08/05/2014 03:48 AM and is a permanent record located here: http://www.ripoffreport.com/r/Logitech/Newark-California-94560/Logitech-Headphones-Failed-after-45-days-and-Logitech-refuses-to-replace-Newark-Californ-1167425. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Logitech Finally Came Through - To a degree

AUTHOR: keith - ()

Ok, well heres an update! Logitech finally agreed to replace the headset. Not a problem, since I just spent almost $50 on a new Turtle Beach headset, that works beautifully.

I received the shipping label, and will be shipping the headset back to them later today, 8/19/2014. BUT.... this only occurred after I had my LegalShield Attorney send them a letter demanding replacement or reimbursement. I also posted everything from their communications, and all of my proof on their Facebook Page.

Not sure which one it was, that got their attention, and to get this to look like it is Squared away, but I will keep you all updated. =)

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#2 General Comment

Your confusion.

AUTHOR: Tyg - ()

 Your issue may arise from the FACT that the item you purchased was MADE over 2 years ago. Which would mean that while YES the product is defective, this would be all walmarts fault because THEY sold YOU a product that was out of warrenty.

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