Useless support with MX4 Master problem
I use an MX4 Master mouse on my desktop, as I have used and loved every single MX Master mouse I have bought (which is all of them. Yes, I am old) and I have one for my Asus Zenbook A16 as well, a Snapdragon X2 EE laptop. I have had a problem with the mouse since I started using one on my previous laptop, a Surface Pro 11th Ed. also a Windows on ARM device. The problem is that when I try and open the actions ring, a large black square appears under the actions ring covering most of the screen. The actions ring is visible, but most of the laptop display is not.
I finally decided to contact Logitech support about this using their live chat on 21/4/2026 as I felt they charge so much money for their mice they could afford to support the software that comes with them. I swapped a few emails with a junior support person, answering the same questions each time about what version of Windows I am running, what my processor is, etc., etc.
On 28/4/2026 I got upgraded to Tier 2 support, and I once again filled in some questions about the machine I am running the mouse and Logitech options on. I also provided some logs from the Logitech options software.
On 30/4/2026 I was asked the frankly bizarre questions "Is dwm.exe running?" (if it wasn't, there would be no windows on my display) and "Am I running the mouse in a remote desktop session?" (I think anyone would have mentioned this if they were doing so). I answered yes and no, and once again assured the person I was running the latest version of my graphics drivers. I have heard nothing from the support person since.
I emailed on 5/5/2026, 11/5/2026 and earlier today asking for some information about a fix for this issue with a very expensive mouse I had bought directly from them, and the support person from Logitech has not responded to any of these emails.
Obviously, me being a long-time customer is ultimately irrelevant, but I feel it is pretty rubbish to hear nothing about a support request for 20 days, not even an acknowledgement of the three emails I have sent asking for updates, when one has paid for even a single expensive mouse that has a major problem with its software.
I have questions.:
1: Has anybody else running an MX4 Master mouse on a Windows on ARM machine had this problem? If so, I do not suppose you know of a fix for it?
2: In the absence of a fix from the community, does anyone know how to get a response from Logitech customer support when they have been ignoring my emails for the last 20 days?
I have loved all my Logitech MX Master mice but now feel seriously hacked off with the company. They produce buggy software for their most expensive productivity mouse and just leave customers hanging without acknowledging emails when trying to get fixes for said bugs.
Think very, very carefully before you buy a Logitech MX4 Master mouse.