Logitech Warranty Claim

JCARegal

Hello all,

To give a bit of background on this subject: I bought a fancy Logitech gaming headset from Currys in Feb 2016. The product came with a 2 year warranty which would expire in Feb 2018. The product became faulty mid-November last year and I reported it to Logitech and also filed a warranty claim for good measure. I kept looking out for a response but never got one. Christmas came and I was busy over the festive period. Turns out they decided to respond during this time, taking 25 days to respond to a simple request.

I missed the email as I was busy with Christmas and then they shut the case down 7 days later. Various things have happened in my personal life since then that I have been busy with (big holidays and getting engaged etc.) but now I am left with this headset that is faulty and I tried to resurrect the claim start of June.

So far it has taken the incompetent "Peyo" who asked me to jump through hoops asking for this serial number, that serial number, upload a video to YouTube to demonstrate the issue and also as evidence that I did indeed own this headset in addition to proof of purchase. This chap takes 3 days to respond btw and doesn't work weekends and is the sole person contactable regarding this issue evidently. I have only just today received a response from him telling me that the headset is out with the warranty period (as we all already knew at the outset) and that a warranty claim would not be valid.

What are my rights when it comes to this? I filed a correct warranty claim months ago and they take 5 working weeks, a month basically, to respond and then shut the case down in a week during the festive period? All the while my warranty expires despite me having already brought it to their attention months ago?

I'm so angry and frustrated, I would hate for them to come out on top in this, they don't deserve it.

Regards,

Callan

takman

JCARegal wrote: »

Hello all,

To give a bit of background on this subject: I bought a fancy Logitech gaming headset from Currys in Feb 2016. The product came with a 2 year warranty which would expire in Feb 2018. The product became faulty mid-November last year and I reported it to Logitech and also filed a warranty claim for good measure. I kept looking out for a response but never got one. Christmas came and I was busy over the festive period. Turns out they decided to respond during this time, taking 25 days to respond to a simple request.

I missed the email as I was busy with Christmas and then they shut the case down 7 days later. Various things have happened in my personal life since then that I have been busy with (big holidays and getting engaged etc.) but now I am left with this headset that is faulty and I tried to resurrect the claim start of June.

So far it has taken the incompetent "Peyo" who asked me to jump through hoops asking for this serial number, that serial number, upload a video to YouTube to demonstrate the issue and also as evidence that I did indeed own this headset in addition to proof of purchase. This chap takes 3 days to respond btw and doesn't work weekends and is the sole person contactable regarding this issue evidently. I have only just today received a response from him telling me that the headset is out with the warranty period (as we all already knew at the outset) and that a warranty claim would not be valid.

What are my rights when it comes to this? I filed a correct warranty claim months ago and they take 5 working weeks, a month basically, to respond and then shut the case down in a week during the festive period? All the while my warranty expires despite me having already brought it to their attention months ago?

I'm so angry and frustrated, I would hate for them to come out on top in this, they don't deserve it.

Regards,

Callan

So you took over 5 months to respond to them from when you got the reply in December and your complaining about them being slow :rotfl:
Nobody is that busy in their life that they don't have 5 minutes spare to write in email over a 5 month period.

The warranty expired in February your too late to make a claim because it's their warranty and their rules.

But you may have be able to use your rights under the Consumer Rights Act 2015 so have a read up on that.

JCARegal

That's why I came here, so that I could be advised by you Consumer Rights boffins on this issue, not criticised. The point is this has been a fault since Nov 2016 and Logitech have shied away from trying to fix the issue. If they really gave a sh*t they would have sent more than one email, no?


They responded on the 30th of December at 6am and had failed to respond for the previous 25 days. I am not the one obligated to respond to warranty claims within a reasonable time. I am not even going to outline the events between December and June as it is uninteresting to anyone outside of those involved. As far as you are concerned though, believe me, it suffices to say that at the time, the expiry date of a 2 year warranty of a Logitech headset was an irrelevance set firmly in the blackest depths at the back of my mind. It meant that in the grand scheme I had no time to respond to one pishy email from Logitech about some piddly headset.


Now that I actually have some spare free time to enjoy myself however and get back to using it, I notice that the headset is still faulty.

takman

JCARegal wrote: »

That's why I came here, so that I could be advised by you Consumer Rights boffins on this issue, not criticised. The point is this has been a fault since Nov 2016 and Logitech have shied away from trying to fix the issue. If they really gave a sh*t they would have sent more than one email, no?


They responded on the 30th of December at 6am and had failed to respond for the previous 25 days. I am not the one obligated to respond to warranty claims within a reasonable time. I am not even going to outline the events between December and June as it is uninteresting to anyone outside of those involved. As far as you are concerned though, believe me, it suffices to say that at the time, the expiry date of a 2 year warranty of a Logitech headset was an irrelevance set firmly in the blackest depths at the back of my mind. It meant that in the grand scheme I had no time to respond to one pishy email from Logitech about some piddly headset.

Now that I actually have some spare free time to enjoy myself however and get back to using it, I notice that the headset is still faulty.

Well if you decided it wasn't worth your time then you can't really complain now that it hasn't been fixed.

It's up to you how you decide to use your time but i think it's unfair that your blaming Logitech when actually it's your fault it wasn't resolved because it took you 5 months to get back to them.

mije1983

JCARegal wrote: »

That's why I came here, so that I could be advised by you Consumer Rights boffins on this issue,

The advice was given....

takman wrote: »

But you may have be able to use your rights under the Consumer Rights Act 2015 so have a read up on that.

Link here

https://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange/

You have no claim under the warranty. It is in addition to your legal rights so they are able to set whatever conditions to it they please and that has now expired.


It is Currys you need to pursue (although maybe with less of a chip on your shoulder?)

JCARegal

To update everyone on how this one was resolved:

I actually asked Currys about this but Logitech got back to me in the meantime.

In the end Logitech conceded. I said stuff like how they only sent one email and could have sent a follow-up and that from experience other companies are normally happy to rectify the situation or at least help towards it, even sometimes outwith the warranty period to "preserve their corporate image" or some rubbish like that.

In contrast I had so far received nothing but a flat "no" and absolutely buggar all else from Logitech which was what made me so unhappy. I mentioned to the guy that I was ready for complaining if that was their ultimate resolution to the problem and the tone immediately changed, "understand your frustration", "we will make an exception for you"

Got my new headset through the post last week, thanked the guy and he was all happy too to hear that I'd be able to now chat with friends so in the end, stick to your guns. These are billion dollar companies, I'm sure they can stand to lose a few dozen units' revenue whether or not the customer was right or wrong in the end. I was right in that I had lodged a valid claim but I was wrong to have left it so late to rectify after their response.

Lessons learnt and thanks for the responses :beer:

SuperHan

JCARegal wrote: »

I was right in that I had lodged a valid claim but I was wrong to have left it so late to rectify after their response. [ /QUOTE]


I'm not so sure you were right - it sounds like their warranty terms require you to respond before they close the claim in order for it to be a valid claim*.


Instead they have extended goodwill to you outside the terms of their warranty, and well done to them and you for that.


*I haven't actually read the terms and am making an assumption from their initial response to the claim.