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Logitech Inc. Complaint - Poor E-mail Tech Support
Complaint
GARDEN CITY, NEW YORK -- When my client was installing a new POS system- a new Dell computer with a cash drawer, receipt printer and handheld scanner- he realized that the wired USB keyboard and mouse was going to cause a problem with the setup that he was looking for. He was interested in a cheap and easy to use wireless mouse and keyboard combination. For my money, there is only Logitech. And, at first, it was true. He plugged it in, and had it working in no time. However a problem quickly developed. Every time he rebooted the computer, the machine would hang following the Windows logo. There was some sort of interference with the USB scanner and the Logitech mouse and keyboard combination. I e-mailed Logitech:
I have a USB handheld scanner on a POS unit that I purchased from Dell. When I plugged in the wireless mouse/kb combo, I cannot get Windows to boot. Oddly enough, if I plug in a conventional mouse & kb, it boots perfectly. If I plug in the handheld scanner after the boot, it works fine too. But, if I have the Logitech kb & the scanner, it will not boot. Can you help?
The response came pretty quickly. But, it referenced a MS KB article that was out-of-date about three years ago.
Dear Simon,
Thank you for contacting Logitech Customer Support. My name is Neil and I will be assisting you with your case involving your LX710.
As I understand it, your mouse and keyboard is not working went a scanner is plug in. If this is not correct, please let me know.
Simon, the scanner is conflicting with your mouse that is coursing the problem.Try updating your USB port.Below is the link to help you.
http://support.microsoft.com/kb/822603
Please let me know if this resolves your issue or if you require further assistance. I will stand by for your response. Alternatively, you can contact us directly through the phone numbers listed below.
I quickly responded that he was incorrect.
No, this does not apply to us, we are running WinXP SP3, and this only applies to WinXP SP1.
Two days later, I got a response.
Thank you for your response.
Simon is the USB receiver directly plug in the port or are you using a USB hub to connect the receiver. Please deter from using any by-pass devices such as an extension cable or a USB hub to connect the receiver to the computer. Can you tell me which phase windows stop booting, is it bios phase or Windows phase. Try updating the USB port from your computer Vendor.
Update the USB port from a computer vendor? Is this guy was retarded?
It is plugged directly into the back of the computer, and I have tried multiple ports, with the same result. It stops booting shortly after the first Windows splash screen, but doesn't come back. If I wait until after the computer finishes booting, then plug in the keyboard/mouse combo receiver, it will work fine.
Nine days later, a response.
Thank you for your response.
Simon, the problem that you are having is maybe due to IRQ (interrupt request) conflict. Try unplugging the scanner and test the keyboard only.
It took him a week and a half to tell me that? That was the first thing that I tried!
If I unplug either the scanner or the keyboard, it boots proplerly.
A day later, Logitech gives up.
Simon, there no further troubleshooting steps that I can provide to you. The scanner is not compatible with the LX710. I suggest you to use plug in the scanner went you want use it only.
Four stupid responses and I already cannot be helped? I guess Logitech is no longer for me! I told my customer to retun them this morning, and I will buy a Microsoft combo instead. Somehow, I think that the Microsoft combo will work fine.
I have a USB handheld scanner on a POS unit that I purchased from Dell. When I plugged in the wireless mouse/kb combo, I cannot get Windows to boot. Oddly enough, if I plug in a conventional mouse & kb, it boots perfectly. If I plug in the handheld scanner after the boot, it works fine too. But, if I have the Logitech kb & the scanner, it will not boot. Can you help?
The response came pretty quickly. But, it referenced a MS KB article that was out-of-date about three years ago.
Dear Simon,
Thank you for contacting Logitech Customer Support. My name is Neil and I will be assisting you with your case involving your LX710.
As I understand it, your mouse and keyboard is not working went a scanner is plug in. If this is not correct, please let me know.
Simon, the scanner is conflicting with your mouse that is coursing the problem.Try updating your USB port.Below is the link to help you.
http://support.microsoft.com/kb/822603
Please let me know if this resolves your issue or if you require further assistance. I will stand by for your response. Alternatively, you can contact us directly through the phone numbers listed below.
I quickly responded that he was incorrect.
No, this does not apply to us, we are running WinXP SP3, and this only applies to WinXP SP1.
Two days later, I got a response.
Thank you for your response.
Simon is the USB receiver directly plug in the port or are you using a USB hub to connect the receiver. Please deter from using any by-pass devices such as an extension cable or a USB hub to connect the receiver to the computer. Can you tell me which phase windows stop booting, is it bios phase or Windows phase. Try updating the USB port from your computer Vendor.
Update the USB port from a computer vendor? Is this guy was retarded?
It is plugged directly into the back of the computer, and I have tried multiple ports, with the same result. It stops booting shortly after the first Windows splash screen, but doesn't come back. If I wait until after the computer finishes booting, then plug in the keyboard/mouse combo receiver, it will work fine.
Nine days later, a response.
Thank you for your response.
Simon, the problem that you are having is maybe due to IRQ (interrupt request) conflict. Try unplugging the scanner and test the keyboard only.
It took him a week and a half to tell me that? That was the first thing that I tried!
If I unplug either the scanner or the keyboard, it boots proplerly.
A day later, Logitech gives up.
Simon, there no further troubleshooting steps that I can provide to you. The scanner is not compatible with the LX710. I suggest you to use plug in the scanner went you want use it only.
Four stupid responses and I already cannot be helped? I guess Logitech is no longer for me! I told my customer to retun them this morning, and I will buy a Microsoft combo instead. Somehow, I think that the Microsoft combo will work fine.
Comments:
Posted by KenPopcorn on 2008-06-12:
Your use of the term 'retarded' is more than a little obnoxious. You absolutely can upgrade a USB port, it has drivers like any other device, so his suggestion is valid.
If a device that came from another company conflicts, how is this their problem? I think it sounds like they met you more than halfway on this problem.
If a device that came from another company conflicts, how is this their problem? I think it sounds like they met you more than halfway on this problem.
Posted by DigitalCommando on 2008-06-12:
Ken, I agree. I wasn't going to comment here because this guy came across as a jerk. I'm sure the CSR probably felt the same. He's so smart yet he can't fix his own computer! LMAO.
Posted by PassingBy on 2008-06-13:
The POS scanner must be plugged in to the computer, not the USB port on the keyboard. A friend had the exact same problem.
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