Mostly great products, terrible Logi Support
The good part first: I've been a Logitech user for well over a decade. I have never had issues with any device before the MX Master 4 I purchased from their site on November 29, 2025. I have gone through two keyboards, this is my fourth mouse from the MX series, and third "premium" headphone.
The bad part: The support is abysmal. If they cannot offer a replacement or if this is not covered in warranty, let me know so I save two weeks! I still don't know if this is covered in warranty and I haven't ordered a replacement so far but I will do so today.
The mouse started malfunctioning in March 2026 with it intermittently turning off and then back on itself without me doing anything - often within 30 seconds. I use the same mouse for work and gaming so it gets pretty embarrassing on both fronts. The 30 seconds changed to a minute which is when I reached out to their support. The mouse is now bricked and does not turn on at all.
Timeline
*7 May*: reach out first time via chat, was asked too many questions so asked them to email. Standard questions followed: since when? issue in detail (i already explained in chat but ok), OS, serial number, connection type, when and where purchase was made
*8 May*: responded explaining mouse is off between 10 seconds to a minute then on itself. tried two laptops, and provide other info
*12 May*: went to chat again to get a quicker resolution (second ticket, unfortunately). Was responded to general CONNECTION troubleshooting steps. Charge the battery (it was 100%), change receiver type (the mouse turning off automatically has nothing to do with receiver), update device software, reset device, and so on. I obliged same day
Timeline below continues for the active ticket - I referenced the original ticket in chat but they decided to start a new one. That's ok and we wrapped that up a week later as duplicate after me providing the same info on two threads.
*13 May*: asked for Proof of Purchase (not a screenshot) in pdf format, provided
*14 May*: asked for first name, last name, shipping address, phone number - EVERYTHING is on the Proof of Purchase. Why ask for it again separately? But I provided the info same day
*15 May*: here's where it gets crazy - "To proceed further, I request you to please share me the video demonstrating the issue.
A video(in MP4) showing the issue, the serial number directly on the device (the serial number is an Alphanumeric character ending with "8" that you will find on the product), with a handwritten ticket number 17277936, and current Date on a piece of paper."
I shared my frustration of jumping through hoops for a faulty product and a video was made that showed no issues. Coincidentally, right after the first video - the mouse turned off again so I decided to make another video with the mouse turning off and on itself in the video; and not turning on despite connecting a charging cable and cycling ON-OFF.
*17 May*: apparently, my video skills arent good enough and there were steps shared now.
"
| Hello Abdullah, Thank you so much for your response. However, we require a video of the issue in below format. Please follow the below instructions to record the video along with the serial number directly on the device (the serial number is an Alphanumeric character ending with "8" that you will find on the product), with a handwritten ticket number 17277936, and current Date on a piece of paper. 1.Start from an OFF state.2.Turn ON the mouse.3.Ensure that the Easy Switch and Battery LED indicators are showing.4.Ensure that the Battery LED light at the top is shown immediately after turning the mouse ON.5.Connect the mouse to the charging cable.6.Plug the cable into the desktop PC USB port (or another working power source).7.Show the connection clearly in the video and check if any LED light appears while charging. If the switch and LED aren't visible simultaneously, that's okay. As long as the video shows the switch being turned on and then the LED area in a continuous sequence, it will help us verify the issue. Also, please share me the details for the below as well. When did you purchase the mouse?When did you first attempt to use the mouse?Did you fully charge the mouse immediately after unboxing?How did you charge and for how long? (through the computer or plugged into the wall outlet)Typical room temperature and humidity where the mouse was attempted to be used? |
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Now I dont log temperature and humidity, a mouse is not a huge purchase like a car for me to be logging when I first attempted to use the mouse. Fully charging or not is relevant if I complain the next day - this is months later. But I still respond.
Coincidently, when I decided to make the video last night the mouse was off and would not turn on despite several OFF-ON cycles and attaching the charger .
How do I escalate this case to receive attention to the actual issue at hand? We are going in circles asking for videos, answers to questions, or endless follow ups. If this is the only way we can communicate, please let me know and I will order another mouse - this is my eighth email, and two chats across tickets 17277936 and 17263780.
I answered all the questions again...
*18 May*: Checking internally regarding the issue, great.
*19 May*: Ensure charging port is clean and free of any debris, try a different USB port, try a different charging cable.
I do all of this but still no resolution in sight, informed them
*20 May*: "looking for the best possible solution as soon as we can"
Conclusion:
I've had enough of this back and forth and will order from another brand. I've loved Logitech for over a decade and it suits my work/play setup very well. But after the back and forth for over 10 days, I am done. Sharing this with others to attempt a return at first sight of an issue instead of trying to talk to their support for resolution.