Service Fails

First up: Logitech.

While I was very complimentary towards them before, I have to amend that post and go into more detail here. It’s not an outright fail, as the title of this post suggests, but quite curious nonetheless.

Previously: woo, I get a replacement wheel without sending the first one back after showing proof of purchase from within 30 days.

Update: Apparently that’s not supposed to happen. See, it had been a week and I realized I forgot to ask what the shipping window for that was going to be. I’m very glad I called since the answer was ‘never’.

They didn’t even process the receipt I sent them several minutes after the initial call! So this new person told me, after a long hold, that it had now been processed and in a few more minutes he’d process sending me a box to return the original wheel. lolwut? That was not the solution I had agreed to! Also, uh, I ended up splicing the original power supply to bring the old Driving Force GT back to life just a little when universal adapters weren’t working at all. Now I have partially working force feedback (a little random compared to how it is supposed to work) but the steering wheel does actually turn the vehicles again. This also means that, yes, I spliced the power supply and there’s really ugly electrical tape on a much shorter cord right now so it’s not really ‘factory fresh’. This was only done because I had checked with the wonderful CS rep from before that, seriously, I could keep the wheel.

I had to go over everything again with the new guy, even though I had the reference number and every other piece of correspondence from the past, and this lead to many more holds. Oddly, these holds lacked the great hold music from before. Logitech had nice calm ambient techno that I was really digging! I had to keep looking at my phone to make sure I wasn’t actually cut off. Eventually, and I do mean eventually, they agreed to send me the replacement as promised, saying they were making a special exception.

See this?

This is me totally not caring. Do not promise things to your customers what you cannot deliver. While their proper exchange policy does make 100% perfect sense, I was given no indication that the option I selected the first time around was going to cause any issues whatsoever. Changing the plan without even contacting them to detail the new steps is another huge oversight. Had I not taken the initiative to contact them, it was likely that at least another week would have gone by with zero progress being made. There would not have even been a replacement box arriving at my doorstep!

I have to hope that this new wheel, when it arrives in 5-7 business days, is nigh indestructible since they are never going to help me again :)

During the epic holds the skies opened up and dumped on my poor puppy; the knowledge that I was going to have an epic fight on my hands while drying her was not helping my mood any. But I was never cross with them, although I’m sure the impatience and surprise at the change of plans was audible.

Kallie is less-than-thrilled with me. It’s a bad large pic but all I have. Part two of the Service Fails from the title will be posted tonight. Yes, it involves Oliver. I need some time to edit it so it’s not an unending stream of nonsensical made up curse words :)