Product fault out of warrant

cogrady84

Hey everyone, my first post here, be gentle please!

I saw a Martin Lewis video recently regarding ensuring you get a reasonable lifespan out of a product regardless of the warranty expiration, and if you feel like you haven't, then don't just accept that there is nothing the company can do to help. So I've reopened a support ticket from last year with Logitech regarding a faulty gaming mouse.

So I bought a Logitech G PRO Wireless Gaming Mouse in late November 2018, which was a replacement for a previous faulty Logitech branded mouse with the exact same issue (mouse registering multiple clicks when clicking once). This mouse then failed with the same issue in early 2022, a few months out of warranty. The mouse cost me £129.99 and I don't feel like I got a reasonable amount of use out of the product considering the cost this time around.

Inevitably Logitech responded to my support ticket by saying that the device was out of warranty and they don't offer a repair/replacement either, so I just dropped it and vowed to stay away from Logitech products from now on, as this is the 3rd or 4th I've had in the past decade that's had the exact same issue.

After seeing the Martin Lewis video I decided not to drop it and reopened the ticket, insisted on either a repair, replacement or partial refund considering the circumstances. The best they have offered so far is a 20% discount voucher, but I don't intend on buying any more products from them, so that's pointless. I've refused this and insisted the ticket is escalated.

I don't mind paying for a repair service to be honest, but they don't even offer this which I think is unacceptable. What do you guys think, should I keep pushing this?

TadleyBaggie

Did you buy direct from Logitech? If not your consumer rights lie solely with the retailer.

DullGreyGuy

Did you buy it directly from them? Your statutory rights are with the retailer not the manufacturer.

As its over 6 months old it ultimately comes down to you to prove it didnt last a reasonable life and the reason for failure isnt user error/miss-use. This is most commonly done with an engineers report, the cost of which you can add to your claim if it supports your case but is clearly your own loss if they decide that 3.5 years is reasonable for a gaming mouse or that its clearly been dropped or such.

If you google "average life for a gaming mouse" most are quoting less than 3 years, only you know if you use it 1 hour a week to land a 747 in Microsoft Flight Sim or 6 hours a day playing a first person shooter. 

cogrady84

I bought the mouse from Amazon, not direct. I feel like it wasn't a reasonable lifespan as I'm a casual gamer, I don't play FPS games and such. Where do I stand if I purchased from Amazon?

Manxman_in_exile

Your consumer rights are enforceable against whoever you bought the mouse from - not against Logitech.  (Didn't the Martin Lewis video make this clear?)

Who did you buy it from?  Was it Amazon itself or was it Amazon Markeplace?

If the mouse was over three years old when it failed you need to be able to demonstrate that it failed according to some latent fault that was present when you bought it.  eg a fulty component or faulty manufacturing process.

Your difficulty will be demonstrating that.  (Especially if it actually failed a year ago...)

cogrady84

Amazon direct, not marketplace.

I guess the only thing I can demonstrate is that it's a very common fault in Logitech branded mice, it's plastered all over the internet.

DullGreyGuy

cogrady84 said:

I bought the mouse from Amazon, not direct. I feel like it wasn't a reasonable lifespan as I'm a casual gamer, I don't play FPS games and such. Where do I stand if I purchased from Amazon?

Then Logitec are perfectly entitled to say its not their problem. Your claim is against Amazon (assuming not Market Place) but with so many places saying gaming mice are under 3 years average life you are probably going to struggle when yours died after 3.5 years (roughly)

bris

I have a Steelseries gaming mouse going on 5 years now, maybe buy a steel series.

Alderbank

bris said:

I have a Steelseries gaming mouse going on 5 years now, maybe buy a steel series.

But do you use it 1 hour a week to land a 747 in Microsoft Flight Sim or 6 hours a day playing a first person shooter?

tightauldgit

I feel like you would struggle to make a case that 3.5 years wasn't a reasonable lifespan for a piece of tech. I think generally a 2-3 year lifespan would be considered pretty standard. I appreciate that a mouse can often last for ages but even if you won your case I wonder if you would be awarded any more than 20% of the original value in any case.

Jumblebumble

cogrady84 said:

Hey everyone, my first post here, be gentle please!

I saw a Martin Lewis video recently regarding ensuring you get a reasonable lifespan out of a product regardless of the warranty expiration, and if you feel like you haven't, then don't just accept that there is nothing the company can do to help. So I've reopened a support ticket from last year with Logitech regarding a faulty gaming mouse.

So I bought a Logitech G PRO Wireless Gaming Mouse in late November 2018, which was a replacement for a previous faulty Logitech branded mouse with the exact same issue (mouse registering multiple clicks when clicking once). This mouse then failed with the same issue in early 2022, a few months out of warranty. The mouse cost me £129.99 and I don't feel like I got a reasonable amount of use out of the product considering the cost this time around.

Inevitably Logitech responded to my support ticket by saying that the device was out of warranty and they don't offer a repair/replacement either, so I just dropped it and vowed to stay away from Logitech products from now on, as this is the 3rd or 4th I've had in the past decade that's had the exact same issue.

After seeing the Martin Lewis video I decided not to drop it and reopened the ticket, insisted on either a repair, replacement or partial refund considering the circumstances. The best they have offered so far is a 20% discount voucher, but I don't intend on buying any more products from them, so that's pointless. I've refused this and insisted the ticket is escalated.

I don't mind paying for a repair service to be honest, but they don't even offer this which I think is unacceptable. What do you guys think, should I keep pushing this?

Just to be clear you have no contract with Logitech and  despite you trying to "insist" they are perfectly entitled not to engage with you at all