I have a strong affinity for Logitech products, particularly the MX series, which has become my go-to choice. I rely on the MX Master 3S mouse and the MX Keys Mini keyboard for their exceptional performance and functionality.However, it's disheartening to witness Logitech making some perplexingly poor decisions, especially considering the caliber of their engineering team. The root of these issues often lies with the company's higher-ups.Customer Support Concerns:Logitech's customer support, unfortunately, falls short of expectations. Many customers, myself included, have encountered frustration with unhelpful automated responses and lengthy response times—or worse, no response at all. Additionally, the selective presentation of customer reviews on their site undermines the trustworthiness of their ratings.Logitech urgently needs to revamp its support system by increasing staffing, abandoning ineffective automated responses, and empowering employees with the tools necessary to address customer concerns promptly.Product Direction Critique:While Logitech's efforts to innovate are commendable, some recent decisions have left users scratching their heads. The introduction of the BOLT receiver to replace the old Unifying receiver is a case in point. While the BOLT receiver resolves security issues, its inability to connect with older Logitech products seems shortsighted. This decision effectively renders older peripherals obsolete, leaving consumers with compromised devices.Moreover, the absence of a wired connection option for flagship products like the MX Keys and MX Master Mice is perplexing. Despite being marketed towards professionals and power-users who prioritize performance and reliability, these products lack a fundamental feature—wired connectivity. In many work environments, the reliability and uninterrupted usage offered by wired peripherals are indispensable. Logitech's omission of this basic feature is disappointing and out of step with user expectations.Call for Change:As a longstanding player in the industry, Logitech should aspire to lead by example. With renewed leadership and a return to customer-centric practices, Logitech can reclaim its status as a legacy company that truly prioritizes the needs of its users.
