I recently purchased 3 Saitek products, two X52 HOTAS one of which quit working, and one X56 HOTAS (The new Grey and black which doesn't work properly), so two of the three don’t work properly. Logitech's support for Saitek is via e-mail only. It takes two to three days to get a response back from Saitek. It’s been 14 days now since I started my RMA on my X52 and a week for the X56, I still don’t have an RMA. And don’t bother telling them your troubleshooting process, they will respond in two days telling you to go thru all the steps you already did, and then wait another two days to escalate to the next level; then another two days and another and so on.
Hardware & Technical Saitek Worst Support Ever
- Thread starter Stryc
- Start date
I have to disagree with you here
My X56 got broken a few weeks ago. So i made contact with the Logitech support amd described my problem. YES the usual first-answer is "have you tryed disconnect?...etc"
But when i gave them qualified answers and also the required video footage of my problem, the next answer from Logitech was "yes yours is broken. You get another one that arrive you in 3 days via UPS."
And you won't believe me!!!!
I had a Saitek X56 that got broken. I got instead the new 2018 version from the Logitech X56 which should be better (we will see
). But the Point is, that i have payed 200€ for the Saitek but the new Logitech costs 360€.
I was very surprised and now i'm testing the new version to see if Logitech really made it happen to improve the quality.
In addition i was allowed to keep the old one, so maybe i can use it later for repairs or for the pieces.
So when giving them qualified answers, the Logitech support is one of the best i've ever seen. There weren't any Problems during my experience with them.
My X56 got broken a few weeks ago. So i made contact with the Logitech support amd described my problem. YES the usual first-answer is "have you tryed disconnect?...etc"
But when i gave them qualified answers and also the required video footage of my problem, the next answer from Logitech was "yes yours is broken. You get another one that arrive you in 3 days via UPS."
And you won't believe me!!!!
I had a Saitek X56 that got broken. I got instead the new 2018 version from the Logitech X56 which should be better (we will see
). But the Point is, that i have payed 200€ for the Saitek but the new Logitech costs 360€.I was very surprised and now i'm testing the new version to see if Logitech really made it happen to improve the quality.
In addition i was allowed to keep the old one, so maybe i can use it later for repairs or for the pieces.
So when giving them qualified answers, the Logitech support is one of the best i've ever seen. There weren't any Problems during my experience with them.
Last edited:
I'm in the process of going through what Stryc describes. E-mail only, no telephone, no live chat. My x52Pro broke on Thursday and I haven't even received an initial contact yet.
Really not excited about having to wait maybe 14 days or more.
Really not excited about having to wait maybe 14 days or more.
I have to say I found them pretty good when my X55 broke, last year.
I'm waiting for Virpil to release a couple of the products they have in the pipeline, then I need to build a desk for it all to sit exactly where I want it.
The Thrustmaster is out because I require twist rudder on the flight stick. If they had that as an option I would have already bought one.
I specifically selected a LOGITECH X52Pro from Amazon when I placed my order. I received a Saitek and didn't think much of it at the time. At this point I don't think I have any option other than to just sit and wait.
BigJay- why are you buying Logitech/Saitek kit from Amazon when they have their own store? You would be guaranteed the latest model if you bought direct from the manufacturer. :S
I buy everything from Amazon, as long as their prices are competitive. Rarely have any problems, and when I do, they fix it fast. This is probably the only time in my life that something showed up and I thought it was good, then a year later I realized it wasn't what I should have accepted.
I may post an update tomorrow.. I have been in communication with the Saitek E-mail support people and things SEEM to be progressing. I will update if there is news.
I wanted to post an update, mostly for Stryc's benefit (hopefully).
My X52 Pro broke last Thursday. On Friday morning I called Logitech and the guy opened a ticket, took my name and e-mail address and said someone would e-mail me in 24-48hrs.
On Tuesday morning I figured the 48hrs was up, so I contacted Logitech through the live chat on the website. I again gave my name and e-mail address and was told I would be contacted in 24-48hrs. I told the representative that I was told the same thing on Friday and had not heard anything. He of course apologized and told me someone would contact me. Didn't feel like I had much recourse so I came looking for other reports which is how I found this post.
Well, surprise surprise, "Heather" contacted me only a couple hours later. I did notice that the ticket number in the e-mail is the one from the live chat, I've still never been contacted with the ticket number that was given to me over the phone on Friday.
"Heather's" replies have been very fast. The english isn't perfect, I suspect an asian call center, however, she's exchanged several e-mails, always quickly. We completed all of the standard business that goes along with a warranty claim, I had to submit some pictures of the failure, I had to submit my invoice from Amazon, and all of my contact/shipping information. I did find it slightly odd that each of these things were requested in separate e-mails. Like, she asked for pics, I sent them, she asked for my invoice, I sent it, she asked for my shipping info, I sent it. But, all of the replies were fairly fast, so I have no real reason to complain.
Earlier today I was told that they are currently out of X52Pros, she asked if I would accept an X56. I sent her back an e-mail verifying that the X56 would be the latest version, which she confirmed. I also asked about the ETA on an X52Pro if I went that way, and she said there was no ETA. So I told her to go ahead and ship the X56. I'm not sure what the shipping time will be on it, but I'm hopeful it won't be too bad.
All in all, I'm pretty happy. I would encourage Stryc to contact them again because my entire case was completed about 27hrs after I logged the issue with the live chat on the website. My initial telephone contact does seem to have slipped through the cracks.
My X52 Pro broke last Thursday. On Friday morning I called Logitech and the guy opened a ticket, took my name and e-mail address and said someone would e-mail me in 24-48hrs.
On Tuesday morning I figured the 48hrs was up, so I contacted Logitech through the live chat on the website. I again gave my name and e-mail address and was told I would be contacted in 24-48hrs. I told the representative that I was told the same thing on Friday and had not heard anything. He of course apologized and told me someone would contact me. Didn't feel like I had much recourse so I came looking for other reports which is how I found this post.
Well, surprise surprise, "Heather" contacted me only a couple hours later. I did notice that the ticket number in the e-mail is the one from the live chat, I've still never been contacted with the ticket number that was given to me over the phone on Friday.
"Heather's" replies have been very fast. The english isn't perfect, I suspect an asian call center, however, she's exchanged several e-mails, always quickly. We completed all of the standard business that goes along with a warranty claim, I had to submit some pictures of the failure, I had to submit my invoice from Amazon, and all of my contact/shipping information. I did find it slightly odd that each of these things were requested in separate e-mails. Like, she asked for pics, I sent them, she asked for my invoice, I sent it, she asked for my shipping info, I sent it. But, all of the replies were fairly fast, so I have no real reason to complain.
Earlier today I was told that they are currently out of X52Pros, she asked if I would accept an X56. I sent her back an e-mail verifying that the X56 would be the latest version, which she confirmed. I also asked about the ETA on an X52Pro if I went that way, and she said there was no ETA. So I told her to go ahead and ship the X56. I'm not sure what the shipping time will be on it, but I'm hopeful it won't be too bad.
All in all, I'm pretty happy. I would encourage Stryc to contact them again because my entire case was completed about 27hrs after I logged the issue with the live chat on the website. My initial telephone contact does seem to have slipped through the cracks.
A brand new X56 for a knackered X52 you bought from someone else? That's a cracking result!
Sounds like Logitech are serious about rebuilding the Saitek reputation.
I think you'll like the new stick, Jay. It has four springs, giving you five settings, more than enough to find a sweet spot. The multitude of buttons, hats and toggles mean you really can fly hands free. It's got a real quality feel to it and Logitech claim they've sorted out the reliability issues. Enjoy!
Oh, almost forgot. Some people complain about the stick physically catching as you roll it over the centre point. A wee dab of graphite grease or petroleum jelly makes it silky smooth, even better than new.
That's a cracking result! Sounds like Logitech are serious about rebuilding the Saitek reputation.
I think you'll like the new stick, Jay. It has four springs, giving you five settings, more than enough to find a sweet spot. The multitude of buttons, hats and toggles mean you really can fly hands free. It's got a real quality feel to it and Logitech claim they've sorted out the reliability issues. Enjoy!
Oh, almost forgot. Some people complain about the stick physically catching as you roll it over the centre point. A wee dab of graphite grease or petroleum jelly makes it silky smooth, even better than new.
A brand new X56 for a knackered X52 you bought from someone else?
Sounds like Logitech are serious about rebuilding the Saitek reputation.
I think you'll like the new stick, Jay. It has four springs, giving you five settings, more than enough to find a sweet spot. The multitude of buttons, hats and toggles mean you really can fly hands free. It's got a real quality feel to it and Logitech claim they've sorted out the reliability issues. Enjoy!
Oh, almost forgot. Some people complain about the stick physically catching as you roll it over the centre point. A wee dab of graphite grease or petroleum jelly makes it silky smooth, even better than new.
Yeah that's one of the chief reasons I asked if the x56 was the latest version. I am familiar with the troubles they had for a while. I have also read that the latest Logitech version is fixed.
I'm not sure in other areas, but around here it is typical for your dealer to only support DOA items. If something breaks well into the warranty term, you are expected to work directly with the manufacturer.
Thanks for the tip on the center point. I will keep that in mind.