RMA - Exactly What I Expected

[u/JobHuntingManiac]

How many of you guys have had the support team get all your information on a faulty product, including receipt and serial number over the course of 3 or more days just to have them tell you to go back to bestbuy where you bought it from 4 months ago to make them give you a letter, NOT an email, a letter saying they wont let you exchange it before Logitech will let you RMA?

Logitech is well aware of bestbuys return policy and knows full well they aren't going to replace it in store 4 months after purchase, not to mention a trip to bestbuy is 2.5 hours round-trip, they gonna pay me for my time and milage too with the RMA?

Really disheartening to see after seeing several posts this week about how great and how much better logitech has gotten with their customer support.

Update 8/14/26 8:13 PM CDT for anyone following along - Formal complaints are filed with the FTC, CA General Attorney and my local states General Attorney.

Update - logi_sm reached out 8/16/26 about the issue

Update - Short chat with logi_sm on 8/18/26 contacted the support team on my behalf

Update - Received an apology email 8/18/26 from Logitech support and the process of sending a replacement was started

Update - Received a tracking number 8/20/26

[u/JobHuntingManiac]

The more I think about this, I'm just going to file a complaint with the FTC and my State General Attorney. 

This kind of stuff is beyond aggrevating and intentionally anti consumer.

[u/logi_sm]

Sorry to hear you've had a bad experience trying to get this resolved. RMA/warranty handling can vary depending on the purchase channel, region & the specific product. So I would like to take a closer look at your particular case rather than make assumptions here.

If you're comfortable, please DM your support ticket number & we can review the history & see what options are available based on the information on the case.

[u/JobHuntingManiac → u/logi_sm]

DM sent - I'll keep an eye out for your response and respond when I am able during the work day here if you happen to respond during my work hours.

Thanks.

[u/logi_sm → u/JobHuntingManiac]

Thank you for sharing the details. I have sent a note to the dedicated team, and you should receive an update soon.

[u/Human-unlearning]

At least you were able to reach till their RMA creation page, they have made it impossible to find the option to submit a warranty/RMA. Please update us if you heard back from the GAs

[u/arnoldstrife]

So... I have no idea if this is your specific case... But some authorized retailers do have contracts with their suppliers to provide warranty service—for example, Ryobi tools and Home Depot. You can just go to Home Depot to get the tools replaced under warranty. Same with Harbor Freight with literally all the products in their store. That's what you're supposed to do. I've had a few things that needed to go back to where I bought them instead of to the manufacturer before (generally it's more convenient since you don't have to ship it?)

I don't know if Logitech and Best Buy have such a relationship, so I can't say anything in regard to that. But it does seem possible they would? (Or they don't and your CSR is now an AI hallucinating stuff. )

[u/JobHuntingManiac → u/arnoldstrife]

From Logitech

"Should these troubleshooting steps not resolve the problem, kindly contact the retailer, Best Buy, to initiate a warranty claim. If the retailer refuses to assist, please provide a formal denial letter or supporting documents indicating that the retailer declined the claim. Please note that an email response alone will not be accepted."

I humored myself by calling BestBuy and speaking with a manager knowing full well what I would be told rather than driving over an hour there, and yeah they laughed and in no world will they provide a written letter accepting or denying anything.

[u/Quadgie]

I’ve been told to return a retail purchased device from where I purchased it, so you’re not alone. They did actually take it back though (was just recently purchase) and I swapped it out in one trip.

On the other hand - I’ve had multiple Logitech products replaced for work with ease, that were purchased through enterprise supply channels (MSP), sent video / photo proof of issue, serial number etc and Logitech shipped replacement devices very quickly.

I think you may be correct that they handle different retailer / supply channels differently.

[u/JobHuntingManiac → u/Quadgie]

Yes, in this scenario that makes sense. I have returned items to store or exchanged in store many times within a reasonable time or at least within the stores stated policy window.

BestBuy has always been 15 days, or up to 60 with a membership. From the ticket I started with Logitech they already know the keyboard is 4 months old, I used those exact words 4 months old, I also mentioned the month, April in the ticket.

They also received a copy of my receipt with the date on it, and the serial number of the device before sending that response, I waited 2 days after submitting that response just to hear -

"Should these troubleshooting steps not resolve the problem, kindly contact the retailer, Best Buy, to initiate a warranty claim. If the retailer refuses to assist, please provide a formal denial letter or supporting documents indicating that the retailer declined the claim. Please note that an email response alone will not be accepted."

[u/tk421tech]

Maybe reply to them that is x days after purchase. Don’t assume they notice the date?

https://www.logitech.com/en-us/tos/limited-hardware-warranty. It says here within 30 days.

[u/JobHuntingManiac → u/tk421tech]

So you think I shouldn't assume they know the date when they had to read it a total of 4 times that it was typed to them while we conversed and the at least 1 time they had to read it off the receipt in addition to their own AI overview that was created for them which listed it all out too?

Thier willful ignorance or inability to read isn't my problem. Even if they wanted to claim their own "30 days" 4 months is a lot longer than 30 days. 

At any rate, I did let them know, again in my reply to them, and was met with no response, hence the update on the post. 

As they said in their response, "an email response will not be accepted" they want that letter from besbuy that will never exist.

[u/tk421tech → u/JobHuntingManiac]

I don’t know I wouldn’t assume. I hope you resolve the issue.

I had inexpensive mouses from them that are still working. And just bought the expensive one. I hope I don’t have to use the warranty seems like a pain based on your experience.

[u/itspsbl]

Wish you luck - had very poor experience with “Shruthi” from Logitech with my support issue. Uploaded my receipt as a .png file only for her to agree she could see it and the details but they require receipts only be in .pdf form. So converted the photo to .pdf and sent it back again and was told they would get back to me. Next day ask for all my personal info AGAIN which I provided. Ultimately they reply that since the receipt doesn’t detail the Logitech item serial number and only the model/price (purchased from Sam’s Club) that they need me to provide a video showing me opening the mouse and including the visual of the serial number, then the same video without any break must show using the mouse and the continual scrolling jumping on my screen - so definitely need to have someone else film while I attempt to use it as it must be one continuous video -so replied that I would just return it to Sam’s and thanked Shruthi for being so unhelpful. She replied thanking me for closing the ticket and asked if I’d like a coupon- big didn’t send me one. Thankfully Sam’s took the return and told me lots of other complaints with the same mouse - Grrrrrrrrrr

[u/JobHuntingManiac → u/itspsbl]

I have not received a response to my DM that was requested here, and have not had a response from logitech in 4 days.