Logitech Combo Touch keyboard coating peeling off - warranty claim status

[0128672]

The keyboard coating is peeling off on my letter "L" on my Logitech Combo Touch (for iPad Air 4) that's 3 months old, so should be covered under the one-year warranty. I've opened a warranty support case with Logitech and will update the progress of the case here. I've dealt with Logitech support in the past and it's quite sluggish.

Anyone else seeing this issue with their Combo Touch?

 

[jazz1]

That is disappointing as I've been considering this one. Are there any other keys showing premature wear and tear? Any other issues?

I found a one star review on Amazon:

" Logitech customer service is non-existent. There is not any easy to contact them. The automated system kept me on a loop. I am going to contact Amazon to initiate a product return. Do not waste your money with a company that does not care about their customers."

OP I hope you fare better!

 

[0128672]

That is disappointing as I've been considering this one. Are there any other keys showing premature wear and tear? Any other issues?

I found a one star review on Amazon:

" Logitech customer service is non-existent. There is not any easy to contact them. The automated system kept me on a loop. I am going to contact Amazon to initiate a product return. Do not waste your money with a company that does not care about their customers."

OP I hope you fare better!

No other issues with it. I've been very happy using it daily. There is a problem with Logitech support, and there are loads of experiences online, although my previous encounter was relatively minor but so frustrating I gave up after a month. I may just drop into the conversation that I'll be documenting the case progress on MR. Fortunately all of the exchanges are via chat or email, so it's all documented. And I've got my documentation (receipt, original box, etc) all ready to go.

I also won't hesitate to contact my state's Consumer Protection division of the AG's office, which is a strong advocate for written and implied warranties.

Here's what the peeling looks like.

 

[jazz1]

No other issues with it. I've been very happy using it daily. There is a problem with Logitech support, and there are loads of experiences online, although my previous encounter was relatively minor but so frustrating I gave up after a month. I may just drop into the conversation that I'll be documenting the case progress on MR. Fortunately all of the exchanges are via chat or email, so it's all documented. And I've got my documentation (receipt, original box, etc) all ready to go.

I also won't hesitate to contact my state's Consumer Protection division of the AG's office, which is a strong advocate for written and implied warranties.

Here's what the peeling looks like.

View attachment 1855339

That is not acceptable. This places this product in the no “buy zone” for me, given the poor customer service response so far.

 

[0128672]

Thought today is a good time to give an update about the status of this Logitech warranty claim. I started this thread because there's a lot of sentiment out there about the lack of responsiveness from Logitech on support tickets.

I was feeling Logitech's response time was sluggish, but in truth, it's been slightly under than 3 weeks. I filed the warranty claim ticket on 10/2 after noticing the issue on 10/1, exactly 3 months from the date I received the Combo Touch.

There were four emails back and forth asking for details such as photos showing the defect, sales receipt, and serial number. At first I supplied the S/N from the box, but it's the S/N on the spine of the case (where the smart connectors attach) they needed. Those serial numbers differ for some reason, so it's something to be aware of if you have to file a ticket.

Today I received notification they've submitted the request for full replacement and it should take up to 72 hours for final approval. After it ships they'll email a tracking number. The rep also said if the request is not approved, they will discuss "options to get me back up and running." Not sure what that means, but we'll see what happens.

 

[0128672]

End of the story: on 11/1 I received Fedex notification that the replacement was on its way. Not bad for a month's warranty claim process. I anticipated a much longer timeline. There were long gaps in the email communication, a week or longer, and regular follow-ups to Logitech seemed necessary, but ultimately it has honored the warranty. It has also provided a free return Fedex label for my defective unit, defective only for the coating chipping off a key; there wasn't anything else wrong with the case.

So if you need to make a warranty claim with Logitech, make sure to register your product, have the receipt, and good photos. Keep track of the dates and follow up regularly. Can't hurt to keep the original box too. And be nice about it. A calm, factual approach goes a long way.

 

[jazz1]

End of the story: on 11/1 I received Fedex notification that the replacement was on its way. Not bad for a month's warranty claim process. I anticipated a much longer timeline. There were long gaps in the email communication, a week or longer, and regular follow-ups to Logitech seemed necessary, but ultimately it has honored the warranty. It has also provided a free return Fedex label for my defective unit, defective only for the coating chipping off a key; there wasn't anything else wrong with the case.

So if you need to make a warranty claim with Logitech, make sure to register your product, have the receipt, and good photos. Keep track of the dates and follow up regularly. Can't hurt to keep the original box too. And be nice about it. A calm, factual approach goes a long way.

Seems like a long process. Let us know if the new one holds up please.

 

[0128672]

By contrast I recently made a warranty claim for a Pur water filter pitcher, and it was responded to, approved and shipped within 36 hours.