Logitech being big meanies! Won't honour warranty.

robo989

Recently my Tripple Fi 10 earphones stopped working approximately 11 months into their 2 year warranty, purchased direct from Logitech's UK store. They were purchased at a discount price of £49, using a Logitech 50% off code I received because another item of mine a Logitech Harmony remote broke out of warranty. The Tripple Fi 10 earphones had an RRP of approximately £250, I purchased them from their "blemished box" section, which according to Logitech is the same great product except with superficial box damage. In reality everyone knows a "blemished box" from Logitech is not a blemished box at all but just a way to unload stock and not lose brand integrity.

Anyway, on to the problem...I attempted to get RMA support on these and have been quite shocked at the result (seriously, Logitech are normally good as gold with this stuff). The point here is that Logitech has stopped selling the Tripple Fi 10 earphones and bought out a replacement called the UE900. According to all websites on the internet these are the DIRECT REPLACEMENT for the Tripple Fi 10s.

Much like the Tripple Fi 10s they are rather expensive, currently retailing at £329 on the Logitech website.

Logtiech are unhappy to replace like for like under warranty and are saying I should accept a refund on my original purchase....

Response Gunther via Email 18/01/2013 03.10 PM
Dear xxxxx,

Thank you for contacting Logitech's Customer Care.

I am very sorry to hear that you are experiencing difficulties with your Ultimate Ears TripleFi 10 . At the same time, I would like to assure you I will do my best to assist you with your concern.

After our conversation we would like to know if you agree that we send you the new earphones UE 600 instead there the triple fi 10 earphones that you have are no longer available

Kind Regards
Gunther
Logitech Europe S.A.
Customer Care - Europe, Middle East and Africa

Customer xxxxxxx via CSS Web 18/01/2013 07.01 PM
I'm sorry but I find the offer of the UE 600 earphones as completely unacceptable. They have a value of £89.99 on the Logitech store, the Tripple Fi 10 earphones were sold at £249.99 on your store when they were available. The UE 600 doesn't even have multiple armatures like the Tripple Fi 10s do.

I'm speechless that such a cynical offer of exchange could be made. With all due respect I DECLINE the offer of a UE 600.

I'm surprised that such a ridiculous offer has been made especially coming from Logitech who although expensive generally offer support that is second to none and exceedingly generous in situations like this.

The nearest match to the Tripple Fi 10s would be the UE 900 earphones and I would accept nothing less as a fair exchange in this case. In fact by all accounts the UE 900 earphones were bought out especially to replace the Tripple Fi 10s!

Response Gunther via Email 19/01/2013 09.36 AM
Dear xxxxx,

Thank you for contacting Logitech's Customer Care.

I am very sorry to hear that you are experiencing difficulties with your Ultimate Ears TripleFi 10 . At the same time, I would like to assure you I will do my best to assist you with your concern.

We've recieved your mail very well but we can't send out as a replacement the UE900 at the moment. So we can either refund you the money for the triple fi 10 ears so that you can buy the product you want
or you can go for the UE600 and can choose for an additional 170 pounds in the Logitech store online

Kind Regards
Gunther
Logitech Europe S.A.
Customer Care - Europe, Middle East and Africa

Response Botond P. via Email 22/01/2013 12.36 PM
Dear xxxxxx,

Thank you for contacting Logitech's Customer Care.

I am sorry to inform you but we can not replace the faulty TripeFi10 for a UE900. We have checked your order and discovered that you have bought a blemished boxed device for 99 pounds. The only option is the refund for you and for this reason I would like you to complete the attached form.

Kind Regards
Botond P.
Logitech Europe S.A.
Customer Care - Europe, Middle East and Africa

Customer xxxxxx via CSS Web 22/01/2013 12.51 PM
Hi there,

I was told that I would be receiving a call yesterday from a Logitech supervisor on this matter. I have made no attempt to hid the fact that these were bought under the blemished box program. I even spoke to the original customer service agent and told him as such. That is completely irrelevant, it clearly states on blemished box sales that they are covered by the same terms as Logitech purchases that don't have a blemished box. You will see from my order history that I have been a long standing customer of Logitech, primarily because of your fantastic customer service, this has been the situation for a long time and this experience now is the first time I'm hitting a brick wall in terms of a satisfactory response.

I'm sorry but I hope you can appreciate my situation here, the price paid is not the issue here. It's the specification of the item, had I known these would develop a fault after owning them for a short period of time I would not have purchased them. Logitech proudly said these have a 2 year warranty, I'm only in the 1st year and they have failed. Logitech have replaced the Tripple Fi 10 with a successor and it's only logical to expect 1. A goodwill gesture of a free exchange for the UE900 which was released specifically to replace the Tripple Fi 10. Or if that isn't an option then 2. Keeping parts in stock to replace the Tripple Fi 10.

A refund in this situation goes completely against how I understood Logitech would deal with this and I'm thoroughly displeased with that as a remedy. I'm also displeased with the tone in your last correspondence implying that the purchase of these headphones under the blemished box scheme was some kind of terrible thing to do. If you can't support the products you are selling with proper support.

Regardless, I would like to speak to a senior customer service agent who has the power to make a decision on this in a fair and just manner, this is certainly not the experience I was expecting and I'm not happy.

Thank you.

visidigi

They are entitled to refund. They are also entitled to reduce your refund taking into account the usage you have had.

By offering the refund or the higher price UE600 they are doing nothing wrong.

Your tone of reply was not exactly conducive to a good outcome and to be quite honest, Logitech are doing far more than they have to. (if they did what you asked people would break the £49 pair to get the £330 pair - your demands are quite frankly outrageous).

Logitech = 1 vs You = 0 here.

bod1467

But OP is trying to use Logitech's own warranty, so SOGA rights (which you correctly identify) are not exactly relevant. Surely the supplier can't pick and choose whether to honour a warranty or not? (Provided the OP is meeting the terms of the warranty, of course).

vuvuzela

bod1467 wrote: »

But OP is trying to use Logitech's own warranty, so SOGA rights (which you correctly identify) are not exactly relevant. Surely the supplier can't pick and choose whether to honour a warranty or not? (Provided the OP is meeting the terms of the warranty, of course).

However they don't make the pair the OP had (so can not replace under warranty) and have offered a pair at nearly twice the price the OP paid or a full refund. I would personally say the OP is onto a complete loser trying to push this any further and Logitech have done the right thing.

robo989

visidigi wrote: »

They are entitled to refund. They are also entitled to reduce your refund taking into account the usage you have had.

By offering the refund or the higher price UE600 they are doing nothing wrong.

Your tone of reply was not exactly conducive to a good outcome and to be quite honest, Logitech are doing far more than they have to. (if they did what you asked people would break the £49 pair to get the £330 pair - your demands are quite frankly outrageous).

Logitech = 1 vs You = 0 here.

Very much oversimplified.

£49 was paid because of a concession that was given to me separately, real price paid is £99. I'm talking about specification here, for me to go out and replace these Tripple Fi 10s will cost me in the realm of £250 for a model of similar value, I will have lost the concession given to me on price because I no longer have them working or the price paid.

The UE600 offered are not a "better" earphone, they are a single armature, the Tripple Fi 10 is a 3 armature - They are completely differnt products.

Anyway, thanks for commenting here. But I don't really appreciate that you've just glossed over and not looked at the spirit of this.

I fully understand legally, I'm not entitled to anything except a refund but was curious what people's opinions were on the moral point here.

I cannot replace the quality of these headphones with the refund, and they have the replacement model in stock and these headphones are under warranty.

Is that fair? I think it's disgusting. It was their choice to stop production of the Tripple fi 10 model, not mine.

bod1467

@Vuvu - Of course it depends on what exactly the warranty says, but I accept your point.

neilmcl

bod1467 wrote: »

But OP is trying to use Logitech's own warranty, so SOGA rights (which you correctly identify) are not exactly relevant. Surely the supplier can't pick and choose whether to honour a warranty or not? (Provided the OP is meeting the terms of the warranty, of course).

But no doubt their warranty will allow them to offer a refund.

OP, can you tell us exactly what the Logitech warranty states regarding remedies?

Is it anything like this:

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, use new or refurbished or used parts in good working condition to repair or replace any hardware product. 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.

robo989

vuvuzela wrote: »

However they don't make the pair the OP had (so can not replace under warranty) and have offered a pair at nearly twice the price the OP paid or a full refund. I would personally say the OP is onto a complete loser trying to push this any further and Logitech have done the right thing.

Please listen

I'm genuine here when I say in terms of specification the £49 pair are nigh on the same as the current £329 pair.

I may have paid £49 but a few days later or a few days before, they would be back on sale at £249 and sometimes even £299.

Logitech's pricing strategy on this stuff is rather bizarre. But I can assure you if the UE600 were a number out of a 100 they would be a 20 if the Tripple fi 10\UE900 were a number out of 100 they would both be within a few digits of each other around the 90 mark

Sorry for poor analogy, best I could do.

I suppose the real evidence is the fact they have discontinued the Tripple Fi 10s at the same time as releasing the UE900s. They are a revision of them, not a superior model except for some refinements.

vuvuzela

robo989 wrote: »

Please listen

I'm genuine here when I say in terms of specification the £49 pair are nigh on the same as the current £329 pair.

I may have paid £49 but a few days later or a few days before, they would be back on sale at £249 and sometimes even £299.

Logitech's pricing strategy on this stuff is rather bizarre. But I can assure you if the UE600 were a number out of a 100 they would be a 20 if the Tripple fi 10\UE900 were a number out of 100 they would both be within a few digits of each other around the 90 mark

Sorry for poor analogy, best I could do.

However it boils down to the price you paid for them, the spec doesn't really matter. They are going beyond the terms of the SOGA in offering you a full refund or a pair of more expensive headphones. They are simply not going to replace a 50 quid pair of headphones with a 320 quid one, whatever you say to them.
Frankly the tone of your email would make me dig my heels in if I worked for Logitech and make you provide a report to say the fault wasn't caused by you, then offer you a refund pro-rata'd taking into account the 11 months use you've had out of them. How does 30 quid sound ?

railbuff

bod1467 wrote: »

But OP is trying to use Logitech's own warranty, so SOGA rights (which you correctly identify) are not exactly relevant. Surely the supplier can't pick and choose whether to honour a warranty or not? (Provided the OP is meeting the terms of the warranty, of course).

so they will replace like for like with a product they no longer sell, how can they do this. it was blemished item (SALES ITEM) which they no longer stock so they offered a refund which is all they can do in this case.

railbuff

vuvuzela wrote: »

then offer you a refund pro-rata'd taking into account the 11 months use you've had out of them. How does 30 quid sound ?

that would be more than he is due

buyer paid £49 had them 11 months of a 24 month warranty so

£49 divide by 24 = £2.04 per month

so 13 months left x £2.04 = £26.54