Rat race

Last winter I bought the famous MX Revolution of the wonderful Logitech company. The mouse was purchased in Comfy, a well-known Ukrainian network selling household appliances. I previously went into the store, looked at the mouse, clarified the price, at that time it was 699 hryvnia (~ $ 85) + discount. Moreover, when the seller took it to me from the window, it was covered with a thick layer of dust, and instead of wiping it, he looked for a long time at how I was doing it. The next day I came to get this device. When they began to break through the goods, it turned out that the price had risen to 760 hryvnias, although the former was on the price tag. Moreover, the seller refused to accept a discount card, citing the fact that it is like a promotional item, which comes at a minimum price. To my question “what kind of action is it if it cost 60 hryvnias cheaper yesterday?” He silently dropped his eyes. My Visa Gold also refused to accept as it goes 5% discount. The most interesting thing is that since the opening of this branch, not a single copy of MX Revolution has been sold in it. After that, I decided to go on the principle and achieve what is required by law, namely to buy goods at the price indicated on the price tag. In general, after long entreaties and threats, the branch manager came in and allowed me to let the mouse go at the declared price, but the truth was without a discount.

The mouse is wonderful, I won’t describe its advantages, since a lot has already been said about them :). My wife is engaged in photographing and digital photo processing, so she got the mouse. But after a little more than six months, the spouse began to complain about problems with the left button. According to her, from time to time a single press worked as a multiple. I decided to check everything myself, and connected it to my laptop. It must be added that the problem did not appear at all at once, but with prolonged use I began to notice that when selecting something or dragging and holding the button, the MouseUp action spontaneously occurred and stood out from a new place. Immediately I did not attach much importance to this, but then this problem began to progress and manifested itself more and more often. And then I remembered the articlerespected scandi and decided to try his luck in support Logitek.

I didn’t have any particular illusions, but I decided it was worth a try. This is what my first letter looked like, which I sent through a form located on the company's office:

The mouse was purchased less than a year ago.
The last couple of months there have been problems with the left mouse button.
Very often, when you click on the left mouse button, the action is triggered several times, or when a block is selected, the selection is removed and allocated from a new location, as if the button was released and pressed again.
The problem with the mouse is observed on different computers and different OS, with SetPoint installed and without it.

After 40 minutes, a response came from support:

Vladimir, if you have a receipt from the purchase, I advise you to contact the store for a replacement, according to your description, the problem is in the product itself.

Yeah, I still had an unforgettable experience from the moment of purchase. Of course, I was sure that they would "shave me" there, but there is nothing to do, you need to follow the instructions of the technical support employee.

Before the trip, I familiarized myself with the part of the Consumer Rights Act that interests me. It turned out that in 2006 significant changes were made to it. If earlier during the warranty period a product was found to be deficient, then it could be required to replace the product, return the money, or compensate for a part of the costs. According to the new amendments, the deficiency is differentiated into “significant” and “not significant”.
You can request a refund or replacement of goods only if the defect is recognized as significant. In the case of a minor defect, you can only rely on the repair or return of a certain amount covering this defect.

A significant deficiency is recognized if:

• cannot be fixed;
• the elimination of this defect requires more than 14 days;
• makes the goods something significantly different than under the contract (if you bought an iron, and instead of heating it catches closed porn TV channels because of a defect, it can be exchanged without problems :))

After reading this, I realized that changing the mouse in Comfy does not shine for me. Contrary to my concerns, a fairly adequate young man listened to me at the store, and said that in any case, the decision to replace should be made by a service center located in Kiev. After that, he suggested connecting a mouse to confirm the defect. For ten minutes he stubbornly “tried” to reproduce the problem, but the fact is that if you press the button harder than usual, then the defect will not appear at all, I informed him about this when I described the malfunction. The fact that in my hands she bugged in this way several times did not convince the seller. This is what our final dialogue looked like:

- I don’t see a problem here, you just need to press the button normally, especially since there are no GOSTs regarding what kind of effort you need to apply.
- But let me, because when you click on the button a characteristic click is heard, just like when you release it, isn’t it?
- It depends on which models.
- Well, in this one?
- You understand, even if I take it for repair from you, the service will check in the same way, the mouse will be returned to you in the same state as it was accepted and they will require a fine for sending (felts 50, felts 150 UAH, I didn’t hear) .

After this phrase, I realized that I won’t get more from him, and I decided to score everything - to save my nerves. But when he came home and worked a couple of hours after her, he decided to bring the matter to an end.

Second letter

The store refused to be replaced, they offered only repairs after the malfunction was confirmed. But the fact is that if you hold down the button by force, then the malfunction does not appear, and the store technical consultant, of course, could not detect the defect (he was informed in advance about the nature of the problem).

The mouse was bought for processing photos, but in this case it simply is not possible, because artistic retouching of photographs involves multiple selection of an object and its drag, but with these actions the defect is fully manifested, and the selection is removed literally every 3-4 times.

I myself am a fan of Logitech products, I think it is very high-quality, I own more than one Logitech product including: webcam, gamepad, and other mice. I really would not want to be disappointed in your products, because as I understand it, a mouse of this class should not have such problems.

I would be very grateful for your understanding and assistance in resolving this issue.

Technical Support Answer:

Vladimir, just about the photo. Take a sheet of A4 format, put your mouse + receiver on it, write your incident number on the sheet itself (012345-678910 so that we can see), photograph this whole thing and send it to me (do not make a big resolution).
I also need your full address including home number + zip code.

We will make a replacement.

Waiting for a miracle

Here it is, the magic word - a replacement !!! I remembered Craig Tucker's favorite phrase from South Park: “If they sent me a new mouse, I would be soooo happy” :).
He sent a letter with the address attached with a photograph of the mouse and receiver, and began to mentally prepare to smash the old one.

But to my great surprise, in the reply letter there was not a word about any actions with the old mouse:

Vladimir, I replaced you with a product. Delivery from 7 to 10 business days, replacement and delivery of the product - completely free. Delivery will arrive at your specified address.

By evening, two more letters arrived. One from Logitech, generated by the robot, informed that the parcel was collected and shipped, and the other from UPS - the carrier, contained a Tracking Number, by which you can track the movement of the parcel and the estimated delivery date, in my case it was November 6, i.e. a week later. A few days later, on Monday, the package was already in the Kiev office of UPS. On Wednesday in the tracking form, a message appeared stating that UPS could not establish contact with the customer, which is likely because I indicated the home phone number. I decided to call the office of the company located in our city myself. An employee named Irina answered me. One of the first questions she asked was: “are you registered at the delivery address?”. But it’s just not registered, I generally received parcels from the hill for the first time, and thought that they should send me home =) and therefore indicated the address where I live. It turned out that this is very bad and that UPS will not deliver the package to our city until I decide something with the customs. Well, here we are :(

Customs

The customs officer said that the only solution to the problem of mismatch between the registration address and the actual address of residence will be an email in any form, from the sender with the adjustment of the recipient address. Yeah, I thought that the registration had already been canceled, and here such crap.
I wrote a letter back to Logitech asking me to send my registration address to the carrier.
Response letter:

Volodymyr, your product must be handed over to you, since the city matches both the residence address and the non-official address, and this is by law, I received this information from UPS in Ukraine. Here is the UPS phone number in your city, if you have any questions, call this number: +380675698681.

The number indicated was the number of Irina from UPS with whom I spoke.
I’m calling Irina. She offers me to contact her colleagues from Kiev, from whom Logitek received the information provided to me in his last letter, and ask them to clear my parcel (since they are so smart :)). Here it is our shovel service, employees of one organization cannot solve problems among themselves. I’m writing down the phone that Irina dictated to me. I’ve been trying to get through to the Kiev office for a long time: it’s busy, then it doesn’t answer.

I’m calling The girl on the other end of the wire listened to me and gave the number of the responsible officer, since she does not have information on this issue. For an hour I tried to call on a new phone, no one picks up the phone. I can hardly call the first number, I say they say so and so, they don’t answer on that number. She suggests switching and OH MIRACLE! they pick up the phone. I describe my problem. They tell me that in principle this is possible, but you need to talk with the head of the department, and give his number.
I’m calling the head, who informs me that their company does not deal with paperwork, it only delivers the package to customs, all that’s next is the recipient’s problems.

I call the customs again, I get to a man who tells me that in principle the problem is solved, you need to write a statement to the carrier, and he will write a statement to customs.

At dinner, I’m going to clarify exactly which statements need to be written and in what form. The benefit is only 10 minutes walk from the office. I fall on the woman with whom I spoke on the phone. She begins to explain to me: "Customs must guarantee that the parcel will be received by the person for whom it was sent." And since the recipient address does not match the address specified in my passport, they cannot do this. She says politely, but her face at the same time becomes such that I begin to fear that she would not eat me.

I get a certificate that I really live at the delivery address, I take the spouse who is registered at this address, marriage certificate, her passport, we go back to customs. We fall on the same woman in uniform. We present documents. We get the answer:

- The package will come, we will watch.
- What to look at? Is it not clear from these documents that the parcel is addressed to me?
- You also need to make sure that this address is not a legal entity.
- What legal entity, the wife is registered there, it is indicated in the passport. If the legal entity is located at the address, the premises are removed from the housing stock.
- The package will come, we will look.
Well, at least some shifts, although I have a feeling that she is mocking.

A vicious circle, UPS does not want to bring the parcel to the city until it decides something with the customs, and the customs can not answer anything until it sees the parcel, which in principle is logical.

I’m calling Irina, passing the conversation with the customs. She is trying to find out from me there is some hope of victory. I convince her that everything will be fine, she orders a parcel. In principle, in case of a file, I have a backup plan. I spoke with a friend of the lawyer who informed me that the customs had no reason to refuse, therefore, in case of failure, I can draw up an official letter asking me to clear my parcel in the name of their head, let them then justify their refusal.

While I was waiting for the parcel, I managed to find out what was lucky: the estimated cost of the parcel is only 50 euros, up to 200 euros the fee is not charged, but this is subject to the courier having the status of “international mail” (for example, UPS), but if the delivery service has the status of “ express courier delivery ”(as is the case with DHL and FedEx), then there is a conflict of law and you still have to pay the fee.

Only in a week the package arrives in my city. With Irina, we agreed to meet at 14-00 at the customs reception. She warned that paperwork might take more than an hour and said that she had already passed the radio monitoring for me.

We were received by a male customs officer who spoke very politely and did not even grin at me, unlike his female colleague. He asked for a copy of the passport and code, verified it with the original, then proceeded to open the parcel. Examined all the packaging details, put everything back in the box and informed me that the package was temporarily delayed. While I was thinking about how “temporary” Irina, under the guidance of a customs officer, filled out the documents and gave them to me for signature. After that, they handed me the package. To say that I was surprised is to say nothing! Obviously, some people just get high on problems for someone :(

To summarize

I spent a little less than three weeks on everything. For the execution of customs documents I had to give 105 hryvnias 60 kopecks (~ $ 13), plus communication costs about 50 hryvnias (~ $ 6). I hope someone will benefit from my experience.

NB: I would like to thank the Logitech technical support staff and appeal to all who read this post with a request not to abuse confidence.

UPD: I apologize, when I created a topic on the hub, I really missed a pretty substantial piece between the letter from the tech support for the replacement and getting to know the customs.