I recently added to my never-ending appetite for gadgets by buying a Harmony One universal remote from Logitech. It controls almost all aspects of my entertainment center, and allowed me to greatly cut down on remote control clutter. The remote is very sophisticated and complicated, and I needed some help getting it to work right.
Logitech, as you may know, is one of the biggest computer peripheral companies out there. It makes tons of stuff for PCs, and I've bought many of its products.
Anyway, I wanted to relay my tech support experience, since it's such a sore spot for many of us. Tech support, you may know, is generally lousy from most manufacturers -- long wait times, clueless "support" personnel, endless voicemail menus, etc. I cringe whenever I have to call.
Well, not in this case. I only had to wait minutes, and talked with someone very knowledgeable, who listened patiently to my explanations, and kept working on the problem until we got it resolved. He was unfailingly polite, and was able to hone into the problem quickly. I don't know if this is because the Harmony One is an expensive piece of equipment, or I just got lucky, but it was a pleasant experience, which is unusual in this industry. Nice job, Logitech.
(Full disclosure: I have no relationship, financial or otherwise, with Logitech. The company has no idea I'm writing about this. I just had a good experience with its tech support department and wanted to share it.)
The worst customer support I have ever encountered was with Verizon. When you first call to report an issue you can’t talk to a human. You end up carrying on a very frustrating conversation with a computer-menu system that understands less English than an India-based call center lol