Logitech, this is wrong…

Posted on February 24, 2010 by Simon

logitechbadUI thumb Logitech, this is wrong…

Firstly let me say, I’m usually a giant fan Logitech’s products they have superb build quality and excellent performance, I love my Harmony Remote and Squeezebox and the webcams are really well designed.  Second I never really post negative opinions but if I’m not writing about it there’s probably a reason.

This post is about something that goes against both of the above.

On the left is a survey screen that appeared on my PC today, I’ve just installed some Logitech software for video conferencing – which I won’t be talking about.  On the left is a very deceptive survey screen; I’ve highlighted why.

You see that red outline, it’s around a button that’s “active” i.e. you can click it but Logitech have taken the step of making the text gray to convince you to click “Take Survey”.  This is underhand it’s bad UI design and, Mr Glenn Rodgers, Director Customer Experience, I feel ashamed FOR YOU that you’re name is on this.

This is a bad customer experience.  It’s poor, unprincipled UI design designed to deceive the user, no designed to deceive your customer into giving you information.

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  • Glenn Rogers

    Hi Simon,

    Thanks for bringing this to my attention. Glad to hear you're a Logitech fan and enjoy our products, sorry to hear your annoyance with the UI of our short survey. If it bugs you, I'm sure it bugs others too. My role at Logitech is to ensure that our customer experience is as good as it can be and the greyed out box does seem to go against that. I'll have it changed ASAP.

    Regards,

    Glenn Rogers
    Director, Customer Experience – Logitech

  • sjrmay

    Hi Glenn,

    I really appreciate the response and commitment to fix it. It’s unusual to find something like this in a Logitech product and I’m a happy customer again. Thanks.

  • http://simon-may.com/uncategorized/well-done-logitech/ Well done Logitech! | simon-may.com

    [...] few weeks ago I posted a (scathing)* comment on Logitech’s approach to getting customer feedback.  I was annoyed as a long time customer [...]

  • sjrmay

    Glenn, thanks for fixing

  • Geoff

    Hello Glen,

    I have a Logiech Harmony 880 with a volume button that no longer works. I have researched this on the web and found many others complaining of the same problem. It appears Logitech does not care about the problem other than offering a 50% discount on a new Logitech product ( as in buy it from us, cut out the retailer). Actually, I would prefer that you provided a decent product to begin with so I wouldn't have this problem. Your customer service just sends me the same old “Too bad you don't like it, we are happy to sell you another one direct at 50% off”. This is just to tell you I will never purchase another Logitech product, and every time I see an opportunity like this on the web I will repeat this message. Most sincerely, Geoff from Canada. – Check your Customer Satisfaction report to find my email. dated 15 July 2010.