I put my Logitech MX keyboard in the bag with few other things and one of the keycap broke off. Completely my fault. Since the key mechanism was intact I have told their support what happened and asked if they sell replacement keycaps and got completely new keyboard for free.

Great support but I was left with mixed feelings since I still had almost completely working keyboard and I think the experience would be better if they would send me just the keycap.

It's probably not feasible to stock every piece part for every legacy product. Imagine how many parts that is just for one keyboard.

Maybe that could be subcontracted out but I can see why it's just simpler to replace the whole thing.

Although it happened in 2020 It's still their current flagship 140 usd keyboard, not legacy product.

But I understand that it could make support logistic harder to offer parts that shouldn't need to be replaced.

Stories like this will make me more comfortable trying Logitech products in the future (I say as I look around the room at the 3 Logitech nice within 10ft of me).

I’ve been hesitant to buy things like smart remotes, or other things in similar categories, because so many companies have poor track records around support. Good support does more than advertising ever could for me.

A counter story: The battery in a Logitech wireless headset I had died under warranty. To send a replacement, Logitech would have had me "destroy" my existing headset and send pictures as proof. Given that interaction, and how quickly the wireless headset died, I am very wary of buying Logitech products, personally.

They do that because shipping things that have (potentially) faulty lithium-ion batteries is generally frowned upon, so in lieu of returning them some (potentially explosive) e-waste, they have you destroy it to ensure that you're not just trying to get a second headset for free.

This may be a thing they started doing after yours, but for the Logitech wireless headset I have they actually sell replacement parts for all the bits you could either wear out or lose.

Like they had replacement headbands, the side padding where it fits over your ears, and batteries, and even a replacement for the little USB receiver it uses.

To a degree. They forced ghub upon us which doesn’t even open most of the time on macos at least

Logitech software is appalling but BetterMouse exists!

I have a fleet of harmony remotes and they all still work great. I'll continue using them until an open source alternative arrives that fills this void

Every few months I go searching again to see if anything can beat the Harmony remote with hub (no screen on the remote) and nothing comes close. I mean there are a few products that are decent and what I'd buy if Harmony stopped working but they are not as good as Harmony. The battery life is measured in months (like 6-12) and not having to point the remote is huge QoL improvement. Pair that with being able to script actions for on/off and it was an amazing device.

For a while I hoped someone would buy their Harmony division and keep making them but alas, it was not meant to be.

They're expensive and generally fairly mid range in performance/fit/finish. I would hope the service is good, honestly.

They do deserve some praise, but I also don't want the bar on the floor. Things would be better if more were like Logitech.