Logitech

Jan. 3rd, 2014 02:58 pm
firebyrd: (Firebird)
I've used Logitech products since my family's very first computer. They've generally got a good reputation for products that work well for a long time and I've certainly found that to be the case most of the time. I did get a G500 gaming mouse a few years back that started having some weird issues after less than a year of use. Since I'd heard so much singing of praises of the Razer Naga gaming mouse and I felt I needed more buttons anyway, rather than try to get anything sorted out through the warranty or the like, I just bought a Naga. It was missing features the G500 had that I liked (such as being able to flick the middle button side to side for two more buttons), but I mostly got used to it. Then, about six months after getting the Naga, I had one of the buttons break and stop registering use. Now I was getting irritated. Were gaming mice just unable to hold up to any actual use?

I believe I documented my nightmare of trying to get things resolved through Razer's support here at the time, but I'll summarize it anyway. It would take days, sometimes over a week, to get emails from their customer service (and IIRC, they didn't have a number available to call). I had to send my defective mouse to them before they'd do anything. Then they sent me their new model, which had a different layout and had two of the buttons below the middle mouse button. Now, maybe people who do some of the weird claw grips when gaming could reach those. But those of us who use the normal palm grip? That put the buttons at the base of my fingers/beneath my palm, where previously they'd been off to the side of the left mouse button and could be easily hit by moving my index finger slightly to the left (much like a couple of buttons on the G500). I fought with them for weeks trying to get them to give me a functional equivalent to my old mouse as their warranty claimed (I don't think having an different layout with two buttons suddenly inaccessible counts as "functional equivalent"), and while in the end I got them to agree, I just couldn't bear to spend more money to send the stupid thing they sent me back (because of course I had to do that first) and in the meantime I'd gotten used to using my G500 again and decided to just stick with it.

The weird ticks when trying to move and the like showed up again, though, so I just bought another G500, as they were usually available on Amazon for not much more than some of the mice I used to buy from Logitech that would last 5+ years. I figured this time, if I ended up having any issues, I had the old G500 and the stupid Naga hanging around, so I'd be able to deal with warranty crap of sending stuff back and forth while still actually being able to use my computer (after all, surely Razer's practices are standard for the industry, right?).

Fast forward to the past week or so. Less than a year after purchase, my new G500 was acting up. Seemingly at random when I was trying to click on things in games, I'd immediately drop them or other weird stuff. I did some googling and found out that it's actually a really common problem-the mouse has some poor design on the inside and eventually the contact on some part starts getting messed up and clicks frequently register as double-clicks. That suddenly made the weird problems I'd had with the old G500 make sense-I was getting the stuttering when walking because I'd hold down both mouse buttons to walk, but then one of them would suddenly register a double click and stop me. While the new G500 lasted a bit longer before descending to problems in the first place, it quickly got much, much worse than the old one. Soon, about half of all clicks were registering as double-clicks. So I'd try to resize a window and it'd immediately end up back at the original size, or things would get unselected, and so on, and that's not even getting into the nightmare of trying to game with it. I went to Logitech's site and found an article about how if you were experiencing problems with a double-click, you should make sure some Windows setting wasn't on. That made me mad, because this was a documented, well-known hardware problem with things like videos on how to fix it floating around online. I checked the setting just in case, though of course I hadn't randomly set it, and it was only to deal with using single or double-clicks to open up program icons in the first place.

They didn't have a support email, only a non-toll-free number, so I braced myself and called yesterday. Typical annoying phone tree, and I got sent to an Indian call center. Sigh. Thankfully, while the connection was extremely quiet, I got someone that was truly fluent in English and she was willing to go off script to talk to me as if I was a human being (I had some really bad experiences with Comcast lately and their Indian call center where neither was the case). She got the support ticket all made up in a few minutes and wanted me to stay on the phone until the email she sent me and that I needed to reply to with a copy of my receipt arrived to be sure it got there. The "hardest" part of the whole procedure was digging up the receipt from the mass of orders I make on Amazon and then trying to dig up MS Paint since I don't have anything like Photoshop installed at the moment, having not had need since I last reformatted. So I replied with the receipt and soon had a response that the issue had been forwarded to the warranty team. I'd asked if I would have to go through the whole circus of sending my old mouse back, because some of the wording of the script about the possibility of receiving an updated G500s made me wonder if I didn't have to, and she didn't know.

So, having just called support yesterday, today I got to my computer to find that I already had a reply from warranty support. I would in fact be receiving the new G500s (which is a new model that must have just come out in the past few months and which I pray they fixed the engineering on since the problem I experienced has been known about for years), I could expect it in the next 5-7 business days, and that I did not, in fact, have to send the old one back (not sure if that was standard in their response or done in response to my question, but either way, huzzah).

So, in short, getting support from Logitech was everything that Razer support was not and should have been. Where I will never, ever buy anything from Razer again, I will continue to happily purchase Logitech items and highly recommend them. I daresay, the only company I've had an even better response from is Amazon, and that's only because the orders are made directly from them, so they're able to look them up on their internal systems rather than me having to send a copy of a receipt.
firebyrd: (Firebird)
There are some articles I've come across in the last few weeks that I wanted to comment on and didn't get on immediately. So they're a bit old news, but oh well.

First up, we have the "news" that the NSA saved us all from computer disaster! Now, in full disclosure, I couldn't get the video at the bottom of this page to work for me. However, what is being reported is that the NSA worked with computer manufacturers to close up some undisclosed exploit in BIOS to ruin computers.

For those who are unfamiliar with the term, BIOS stands for Basic Input Output System. When you boot up your Windows-based computer (I haven't touched a Mac in so long I don't know what they look like), you'll generally see a logo from either your computer manufacturer (or the motherboard's maker specifically) for a few seconds before the Windows logo pops up. That's your BIOS. It's possible to turn that logo off and if you do that, you see a bunch of stuff scroll by that shows the computer setting up how the different bits and pieces are going to be called upon. The BIOS is part of the firmware of your motherboard (which is the part of the computer that everything else hooks into) and if it gets messed up, it most certainly can cause major problems for your computer.

However, there are a number of things wrong with the NSA's claim. First off, there isn't some universal BIOS. It's not like it is with the millions of computers running nearly identical versions of Windows XP/7/8/whatever, where the only differences are based upon if the end user has been getting updates or not. The reason Windows viruses are so successful is because there are so many systems out there running the same code with the same vulnerabilities. When it comes to BIOS, though, every single different manufacturer has their own program and they're all different. They will even have different versions, in fact, to handle the various hardware changes that come about (such as being able to handle more RAM). So, due to this, the likelihood of a single piece of malware being able to affect every machine out there is incredibly unlikely.

Additionally, the NSA claims to have worked with manufacturers to close up whatever the undisclosed vulnerability was. That makes little sense either. Even if every single BIOS of every single manufacturer out there had the same vulnerability, these things are /being produced in China/. The country being accused of writing this super-virus. Do you really think the Chinese government, with the way they spy and intrude on everything within their borders (sound familiar, NSA?) and without, doesn't have the ability to then get the new source code of the new versions of BIOS and then find another vulnerability?

Furthermore, even if somehow the Chinese had managed to make this super special malware, the idea that this would be some huge, overwhelming problem is exaggerated at the very least. According to the story, the computer's user has to accept the installation of the malware program. Now, obviously, people install viruses all the time due to this sort of thing. "YOUR COMPUTER IS UNSECURE, DOWNLOAD THIS PROGRAM NOW FOR $19.95 TO SAVE IT!!!!" However, if there are significant numbers of computers running crucial infrastructure that are generally open to the internet to easily download such unauthorized software, there are some IT departments that need to learn to do their jobs.

Oh, I'm sure a few idiots would take a flash drive and plug it in at work and so on, but for the most part, who would be affected by such a thing? Grandma who was checking Facebook or Little Timmy who was writing a paper for school. What would then need to be done? Sometimes, the BIOS can be flashed, i.e. put back on the motherboard, from an outside source such as a CD or a flash drive. If that doesn't work, though, all is not lost. The computer can be fixed just by getting a new motherboard. There were no claims from the NSA that this was affecting hard drives in any way or phoning home or anything of the sort. People would have their data still intact, they'd just need one new piece of hardware to interface with it. So, for the most part, people would take their computers to the local shop, the BIOS would get flashed, the motherboard replaced, or for those with a lot of money and no patience, a completely new computer bought. Then people would get on with their lives, having weathered a relatively minor annoyance.

The whole thing just seems so ridiculous. If there really was such a magical piece of malware out there able to do this, I doubt very much the Chinese government had anything to do with it. Follow the money and the trail leads to hardware manufacturers. Analysts have been screaming for several years about how the PC is dead, and while those claims are ridiculous, what is true is that sales have dropped and are continuing to drop, and will continue to drop for the foreseeable future. Some people are getting what they need out of mobile devices, but even more key is that computers are so incredibly powerful now. You can go get that budget $400 computer off the shelf from Walmart and if you're a typical user (i.e. email/Facebook/web browsing/word processing), that computer will do everything you need easily for many years to come. People just don't need quad core systems with 32 gigs of RAM and SLI video cards to do that sort of thing. Even enthusiasts don't need to upgrade constantly anymore. My video card is three years old and still runs everything I've tried to play on max settings, up to and including games released in the past year (and while I'm sure there's stuff it wouldn't run that well, it would still render them acceptably for my usage). I'm planning on upgrading the card in another year. After that? Short of something breaking, I can't imagine what else I could need for several years after that.

So basically, for all but the most taxing of applications (various video processing things and CAD remain resource hogs), computers last people for a long, long time now. Something off the shelf now could easily last a typical user a decade. Manufacturers would benefit greatly from a lot of consumer hardware suddenly becoming unusable, because they'd either be selling the individual motherboards to various shops and companies to fix the various computers whose BIOS had been ruined, or they'd be selling entire systems to people whose hardware was so old that a replacement isn't easily obtainable or they just don't want to bother. It'd be a huge bump in sales for those companies. Now, please note that I don't actually think this is what happened. I think the NSA, who admit to being liars, are doing it again. They're lying to us at a time when people are thinking about them in a negative fashion in the hopes of convincing us that their infringement of our natural rights is actually helping us. That's certainly more plausible than the plothole-ridden TV script they presented us with.

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