Bloody awful support and product
CAPE CORAL, FLORIDA -- here is a copy of an e-mail complaint and support letter I sent to logitech:
"I am very displeased with you people. I'm sure it won't bother you but I need to write this while I'm still mad. I bought a quickcam express 5 days ago. it doesn't work. I contacted tech support on the web (your illustrious "free" [wink, wink] web tech support) and explained my problem. I received an e-mail, finally, 3 days after I sent it. the e-mail told me I had to call tech support. oh gee! now I get to waste even more money calling long distance to get something fixed that should work in the first place! that's fine. I got over that. I just wanted the darn thing to work. after sitting on hold fo 20 minutes, I finally got a "tech" named diego. he told me to go to http://www.logitech.com/cf/support/7110.cfm and that this page would solve all my problems! what a lifesaver! (or is it lazy? hmmmm....) I promptly went to this site filled with dreams of using my wonderful camera soon! boy was I excited! I went through each step. they didn't work. the test for the most part didn't even give recognizable results in correlation to what the web-page said would happen. isn't that invigorating!!!!. so.....I call your long distance number again. this time I sit on hold for about 30 minutes. I finally get another "tech", I'm sorry I don't remember his name. well, he has some wonderful ideas. he says, "completely remove any and all traces of previous installations of the webcam and then download ver. 6.0.1 from the logitech site. that should fix all your problems!" such confidence! such skill! but then, a nasty disclaimer! "if that doesn't fix your problem then you might try reinstalling windows 98. "but sir," I said "I only have a restore cd from eMachines. I have never had any win98 discs! oh woe! WOE!!" "that's not a problem silly consumer. just restore and everything will be fine." well, needless to say I was very impressed with this young man. "truly, this fella knows his stuff!", I thought to myself. I thanked him profusely and went about un-installing the webcam installations. I even deleted the registry keys so that the computer didn't even remember that there had been a webcam on it. I was told to do this , mind you. now here I am, palms sweaty with anticipation, mind racing about the infinite possibilities of the amazing technology procured at Best Buy. I reinstall the software from the web-site. go through the re-enumeration process in the order I was instructed, reboot, install the camera and.....TA-DAAAAA!!!!!....oh wait......hmmmmmm.....nothing. that's odd. well I guess I better restore my system. now, I hate restoring my system. we've all had to do it. luckily with restore there is the option to do it without formatting your hard drive. so when you finish, you only have to re-install 75 or so programs. not the 78 you might have to if you format.anyway, I restore. once again filled with false hopes of streaming video of myself and my surroundings. I go through all the same steps again and still nothing. imagine that. well I guess I have to waste more money on the phone again! sure am glad I have that $10 rebate from logitech!!!! so now I call (holding for a brisk 15 minutes this time) and I get another tech. don't ask his name, I couldn't understand him very well. he says I have to call eMachines and get win98 discs from them (more wasted money!!!! WEEE-HOOOO!!!). I then need to re-install said windows 98 , reformatting my hard drive, mind you, and losing any files I might have written, downloaded, created, etc. have I ever been this excited you might ask? well one time I got 8 stitches in the side of my hand very near a nerve cluster. that was almost as lovely an experience. so at this point. I figure, I've spent 39.95 on the camera (minus a very generous 10.00 rebate), about 75.00 on phone calls (with more coming!!! got to call eMachines remember!) and a lot of frustration on a camera that makes a handy paperweight. 105.00 paperweights. good name for a band. but I digress. in closing thank you logitech! thank you for a truly exciting foray out of my normally calm and structured universe. please forward this to any and all supervisors, CEO's, presidents and janitors. I have procured an upper echelon e-mail address and I will be sending this to them as well. thank you thank you thank you from the bottom of my heart. Jonathan F. Lory"
well. there you have it. a very thought provoking letter in my opinion. I received this response 2 days later:
"Thank you for using Logitech's Electronic Technical Support. My name is Cory. The following information addresses your original question. You may wish to print this out and/or save this on your computer.
I thank you for your extremely well written complaint. I have forwarded it up the chain. I'm sorry about your unpleasant experience.
If you have additional technical questions regarding your product, please visit our web site at www.logitech.com and submit your question.
Thank you for your interest in Logitech.
Logitech Customer Support"
now, kudos to Cory. I am reasonably sure he did send this up the chain and I appreciate it, but, I never received anything else from logitech since that day about 2 months ago. I did have an e-mail to send it "up the chain" as Cory put it, but, it got returned with a mailer daemon. so, here it is. I still have the 105.00 paperweight. by the way, if any of you people out there decide to start a band by the name of "105.00 paperweights" I will be expecting royalties. ta ta!