Think twice before buying directly from Logitech’s official website (UK) if you care about fast support
I bought an MX Master 4 directly from Logitech’s website, thinking buying direct would make support and replacement easy.
Instead, the mouse arrived dead on arrival.
I went through all the troubleshooting, recorded a video showing the issue, and support initially confirmed it looked faulty. I was first told a return/replacement would be arranged, but then the case was suddenly escalated instead, with a promise of an update in 48–72 hours.
After waiting, I contacted support again. The second agent confirmed the mouse was defective, confirmed I was within the return window, collected all my shipping details, and told me a doorstep collection would be arranged.
Then I was told that actually nothing could be done because the case was “locked in escalation.”
Later, support asked me again for information I had already provided.
Today I contacted them again, and the answer was... wait another 24–48 hours because the ticket is still in escalation.
So now it has been 7 days, I bought directly from Logitech, the mouse is clearly faulty, I have spent time troubleshooting and providing evidence, and the issue is still not resolved.
If I had bought it from Amazon or another retailer, I suspect this would have been a simple exchange by now.
Has anyone else had a similar experience buying directly from Logitech?