I am a long-time Logitech customer (over 20 years), which makes this experience particularly disappointing.
I purchased a Logitech G815 keyboard from Amazon Austria (UK layout, which was slightly cheaper — something I was aware of and had even been advised could explain the price difference). The invoice clearly stated the product condition as NEW.
About one month before the warranty was due to expire, I contacted Logitech support regarding a defect. From that point forward, the process became extremely frustrating. Over 40 emails were exchanged, often with different support agents replying each time, repeatedly asking for the same information as if the case history was not being read. I provided everything requested: invoice, product photos, and even a video demonstrating the defect along with a handwritten note showing the incident number and date.
At one stage, Logitech confirmed that the warranty claim was accepted and even asked whether I would accept a replacement in a different color. I declined, as I wanted the same model/color. Shortly after that, the decision was suddenly reversed. I was informed that the product was considered “used/refurbished” and that warranty would not be honored. Instead, I was offered a 30% voucher.
When I asked for technical clarification (for example, whether the serial number indicated refurbishment in their internal database), I did not receive concrete data. The response was generic, stating that the retailer “usually sells refurbished products,” rather than providing specific evidence about my unit.
My invoice clearly states NEW, and as a consumer I cannot reasonably investigate a retailer’s internal sourcing practices. I also cannot ignore the timing: I contacted support on January 25th, while the warranty was due to expire in March. It is difficult not to suspect that this played a role in how the case was handled.
I want to be clear: I am not going to hire a lawyer over a ~100 EUR keyboard. However, EU consumers should be aware that in situations like this, they can file a complaint with the European consumer protection authorities. If you face a similar issue, search online for the European Commission consumer complaint form or ECC-Net (European Consumer Centres Network) complaint procedure. Collective reporting can have a real impact.
I had always trusted Logitech products and support. This case, however, left the impression of inconsistent handling, poor internal case continuity, and decisions based on assumptions rather than verifiable product data.
Let’s help this company get back on track.
this is the 2nd review , as a response to the Logitech team response , as i was feel they did not got the idea and their answer was absolutelly nonsense
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A Swiss company focused on innovation and quality, Logitech designs products and experiences that have an everyday place in people's lives. Founded in 1981 in Lausanne, Switzerland, and quickly expanding to the Silicon Valley, Logitech started connecting people through innovative computer peripherals and many industry firsts, including the infrared cordless mouse, the thumb-operated trackball, the laser mouse, and more.
Since those early days, we have expanded both our expertise in product design and our global reach. For each of our products, we focus on how our customers connect and interact with the digital world. We keep design at the center of everything we create, in every team and every discipline, to create truly unique and meaningful experiences.
With products sold in almost every country in the world, Logitech has developed into a multi-brand company designing products that bring people together through music, gaming, video and computing. Brands of Logitech include Logitech, Logitech G, ASTRO Gaming, Ultimate Ears, Jaybird, Blue Microphones, and Streamlabs.See more
