Posted 26 April 2024

Brand new keyboard has developed fault - should I just live with it?

Ugg - so I bought a brand new Logitech G413 keyboard instore from my local GAME (17th). It's closing down so I got it for a good price (£29.99). I only just unboxed it tonight and discovered that the "END" key doesn't light up. The keypress is recognised. My dilema is that I doubt I'll be able to get a replacement and just get a refund (debateable - I know I don't want store credit!). Should I just live with it? I did read the manual and you can activate different options where each key lights up in turn (scans through the whole keyboard, nice effect!), have all keys lit and the pressed one highlighted brighter. The END key remains off.

Should I just live with it? Currys sell the same one for £44.99

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27th Apr
Logitech generally have really good support and warranty so they'll most likely just replace it, although pesonally I'd live with it for now and contact logitech down the line.
27th Apr
Exactly what I'd do
27th Apr
This is a few years ago, though: I had a Logitech gaming keyboard (one of the earlier ones, with media keys and not mechanical - I have talked about it on HUKD but we can't search that far historically now) and they were brilliant.

Mine wasn't faulty but the key legends wore away after about six months (I think?) and they sent me a brand new Cherry MX red keyboard. Ended up selling it otherwise I'd be able to tell you how that worked out (I'd bought another by the time Logitech got back to me with a solution).

TL;DR: Logitech replaced a used keyboard with a new one and were great. My 'customer service' experiences with Creative have been abysmal, in comparison (nobody asked but that always comes to mind as I see them as competing companies). (edited)
27th Apr
Contact Logitech. I had the exact same issue happen a few years back where a brand new keyboard had one key with a backlight that didn't work and they just sent me a new one with no fuss. They didn't even ask me to send the old one back....
Author
27th Apr
So I had a live chat with Logitech - omg, nearly 5 hours! Went from take it back to the retailer to wrong department so many times. I had to upload bank details, receipts and even a video showing the fault. Got to the RMA stage and was told none in stock. Eventually got offered a 20% discount code. I stated no, they came back with a replacement model - LOGITECH G413 SE MECHANICAL GAMING KEYBOARD.
So ok I guess, except they don't deliver to Northern Ireland. Can I provide a non-Northern Ireland address....
Anyway I ended up giving them another address that they could post to, RMA processed and they will send out the replacement. I ask can I get the 20% discount as well as I have been waiting from 09:28 this morning to get resolved. I was given that code too and an email to explain that they may at any time request the fault keyboard back. Terrible service as nowhere on their site does it state they can deiver to Northern Ireland - I even got the agent to confirm that.
27th Apr
If they ever ask for the old one back just say ' Sorry I can't post from Northern Ireland'.
27th Apr
Apparently it is a common problem. So you are going to have to solder it, exchange it or get a refund.
27th Apr
How did you pay for it?

Ask for a full refund or get it replaced (edited)
5th May
Glad you got it sorted, but Bloody Mike Ashley/Fraser's group strikes again.

When you buy anything, your contract of sale is always with the retainer. Not the manufacturer. Game should've replaced or refunded it, if they couldn't replace it.

If you buy something on sale, the retailers can refuse to exchange or refund it. Except when it's faulty. Game should've replaced or refunded it, regardless if it was on sale or reduced as it's faulty.
Author
17th May
Well I celebrated too soon - I never recieved the replacement keyboard and I looked at the UPS tracking information to find out why:

Parcel Progress
Location Date Local Time Description
17/05/2024 12:13 UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance. / The package is being returned to the sender at a different service level.
Cork, Ireland 16/05/2024 12:19 Warehouse Scan
Cork, Ireland 15/05/2024 12:35 Warehouse Scan
Cork, Ireland 14/05/2024 12:11 Warehouse Scan
Cork, Ireland 13/05/2024 12:19 Warehouse Scan
Cork, Ireland 10/05/2024 10:54 Warehouse Scan
10/05/2024 10:12 UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance. / We require a phone number for the delivery address.
Cork, Ireland 10/05/2024 09:38 UPS initiated contact with receiver or importer for clearance information. Once received, UPS will submit for clearance.
Cork, Ireland 10/05/2024 02:01 Processing at UPS Facility
Cork, Ireland 10/05/2024 02:00 Arrived at Facility
Finglas, Ireland 09/05/2024 23:35 Departed from Facility
Finglas, Ireland 09/05/2024 20:20 Arrived at Facility
Castle Donington, United Kingdom 09/05/2024 05:47 Departed from Facility
Castle Donington, United Kingdom 09/05/2024 03:50 Arrived at Facility
Tamworth, United Kingdom 09/05/2024 03:16 Departed from Facility
Tamworth, United Kingdom 09/05/2024 01:19 Arrived at Facility
Dundee, United Kingdom 08/05/2024 18:00 Departed from Facility
Dundee, United Kingdom 08/05/2024 11:21 We've corrected the postcode, and the package is on its way to the updated address.
Dundee, United Kingdom 08/05/2024 10:38 We've incorrectly sorted this package which may cause a delay.
Dundee, United Kingdom 08/05/2024 10:38 We've incorrectly sorted this package which may cause a delay.
Dundee, United Kingdom 08/05/2024 03:00 Arrived at Facility
Tamworth, United Kingdom 07/05/2024 16:19 Departed from Facility
Tamworth, United Kingdom 04/05/2024 01:18 Arrived at Facility
Dundee, United Kingdom 03/05/2024 18:00 Departed from Facility
Dundee, United Kingdom 03/05/2024 10:23 We've incorrectly sorted this package which may cause a delay.
Dundee, United Kingdom 03/05/2024 03:00 Arrived at Facility
Tamworth, United Kingdom 02/05/2024 16:08 Departed from Facility
Tamworth, United Kingdom 01/05/2024 00:11 Arrived at Facility
Stanford Le Hope, United Kingdom 30/04/2024 21:03 Departed from Facility
Stanford Le Hope, United Kingdom 30/04/2024 19:43 Import Scan
Stanford Le Hope, United Kingdom 30/04/2024 09:40 Arrived at Facility
Eindhoven, Netherlands 30/04/2024 03:28 Departed from Facility
29/04/2024 21:21 Your parcel is on the way
Eindhoven, Netherlands 29/04/2024 20:10 We have your parcel
Netherlands 29/04/2024 17:17 Shipper created a label, UPS has not received the package yet.

It's this bit that disturbs me:
UPS initiated contact with receiver or importer for clearance information. Once received, UPS will submit for clearance.
I never received any contact and I gave Logitech all my contact details - seriously WTF?
How can something so simple as delivering a replacement keyboard be so messed up?

Also "We require a phone number for the delivery address." - WTF? (edited)
Author
2 m ago
Still no further on - they asked for yet another delivery address either UK based or in a nearby country(!?) Ireland is nearby and they couldn't deliver there so I gave them my home address which is Belfast, Northern Ireland. They came back with "we need either a UK address or a nearby country". I explained to them that Northern Ireland is part of the UK and that the previous address I gave them was for Ireland which is a nearby country - wtf?