I am here to share my first experience that how to get a replacement set for my MX Master 2S mouse which was under warranty. Email is the only way that I used to communicate with Logitech service engineer and local distributer. The whole process is easy and smooth. Normally, I will got the reply by email after one working day. It is positive on me that I would continue to buy Logitech product as their good product and service.
I purchased this mouse from the Logitech official shop in Shopbee online shopping platform with attractive price during flash sales. It was coved with one year manufacturer warranty.
The issue is the cursor unable moving when mouse moving and happened quite suddenly. After some google searching, it seems that this is a common problem and may due to design. As still within warranty, I firstly contact the Logitech customer support by leaving the message in their website. After one working day, their customer service replied my email with some suggested solution. I did a try but it didn’t not solve the issue. So I replied him and informed the result by email. After another working day, they replied that a case ticket has been raised. They provided the contact for local distributor and asked me to look for them for warranty claim.
So I just simply forwarded the email with all related information to local distributor – Ban Leong. Waited for another day, they just informed me to book a appointment to their service center for exchange faulty mouse by email. So I brought the faulty set and went to their office two days later. When arriving on time, I took a queue number and waited in front of counter. But it seems that their process is quite slow. It took me about 40 minutes that have change to talk to staff. Just gave him the faulty set and inform the email address that they use to check the history. Soon, I got my replacement and ended this case.
As this experience, I will continue to support Logitech production as their good product and service.
Thanks!