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Jeffrey B
Jeffrey B,
Category: Computer
Satisfied Customers: 3459
Experience:  ICT Support 1/2/3/ Line at Peopleware
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I bought a Logitech keyboard in Feb 2020 and it is faulty. I

Customer Question

Hi there I bought a Logitech keyboard in Feb 2020 and it is faulty. I bought it through Apple website but they I should contact Logitech direct. Please advise how I can return for repair/replacement?
JA: What kind of Apple device do you have? What Operating System (OS) are you running?
Customer: Hi its Ipad 7 Gen. how do i find out the operating system?
JA: How long has this been going on with your iPad? What have you tried so far?
Customer: its been a few now and it may not have worked properly since i first bought but i couldnt be sure. i've tried switching everything off and disconnecting the keyboard and reconnecting
JA: Anything else you want the Mac Expert to know before I connect you?
Customer: sorry it should read a few weeks now. no thats it
Submitted: 14 days ago.
Category: Computer
Expert:  Jeffrey B replied 14 days ago.

Hello, my name is*****'m happy to assist you today with your Logitech keyboard , Lets get started!

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can we please try the following:

Press and hold down an Easy-Switch button until the status light starts blinking. The keyboard is in pairing mode for the next three minutes. Go to Bluetooth settings on your device and select Logitech Bluetooth® Multi-Device Keyboard K380 when it appears in the list of available Bluetooth devices.

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Hello Jeffrey, thanks for your response but the keyboard connects via the Smart Connector not Bluetooth. Julia
Expert:  Jeffrey B replied 14 days ago.

understood, thank you Julia,

is this a usb connection?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
No its "mechanical". here is the description from the website.Logitech’s Rugged Folio case with integrated keyboard protects your iPad with shock-absorbent technology and materials that exceed military-standard drop tests. The four use modes — type, view, sketch and read — ensure that you will be able to work comfortably, wherever you are. Because the Rugged Folio connects to iPad via the Smart Connector, you’ll never have to worry about pairing or charging. And you can take your Apple Pencil or Logitech Crayon with you in the convenient holder attached. Julia
Expert:  Jeffrey B replied 14 days ago.

Thank you,

What is the model?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Logitech Rugged Folio IPad 7 Gen Serial 1948LZN18SP8
Part no 820 009 098
Julia
Expert:  Jeffrey B replied 14 days ago.

Thank you Julia,

did we hold the bluetooth button for 30 seconds, then try to connect again.

Kind regards,

Jeff

Customer: replied 14 days ago.
Ok tried this and it hasn’t cured the problem. I think I should explain that it’s just certain keys that aren’t working and I would like to return It for repair/replacement.Im disappointed that the first advisor didn’t ask for more details and just directed me to this site for which I’ve had to pay £5Julia
Expert:  Jeffrey B replied 13 days ago.

i am so sorry, i somehow missed this message.

i am available all day.

Kind regards,

Jeffrey

Customer: replied 13 days ago.
Hi Jeffrey
What do we do next?
Julia
Expert:  Jeffrey B replied 13 days ago.

understood, thank you

can you connect to it with another device like a cell phone?

Kind regards,

Jeff

Customer: replied 13 days ago.
No, only the IPad
Expert:  Jeffrey B replied 13 days ago.

i see

just for testing we can try a cell phone.

did we try a reset of the ipad?

Kind regards,

Jeff

Customer: replied 13 days ago.
I’ve switched it off and left it for about 20 mins then switched back on, is that you you mean by a reset?
Expert:  Jeffrey B replied 13 days ago.

Thank you,

i am going through the steps here:https://www.digitaltrends.com/mobile/how-to-reset-an-ipad/

Kind regards,

Jeff

Customer: replied 13 days ago.
Ok will give it a try
Expert:  Jeffrey B replied 13 days ago.

I will be standing by.

Kind regards,

Jeffrey

Customer: replied 12 days ago.
Morning Jeffrey, I have done the soft restart and forced restart and it hasn’t cured the problems.
Julia
Expert:  Jeffrey B replied 12 days ago.

Thank you Julia,

may i ask what model of cell phone you have?

Kind regards,

Jeff

Customer: replied 12 days ago.
It’s iPhone XR but it’s not connected to that
Expert:  Jeffrey B replied 12 days ago.

Thank you,

for testing can we test if it will connect to the iphone?

so we know the keyboard is not faulty.

Kind regards,

Jeff

Customer: replied 12 days ago.
It cannot connect to my iPhone as it has a special 3 pin connection
Expert:  Jeffrey B replied 12 days ago.

/Thank you,

i do see there is also a bluetooth connection possible, correct?

Kind regards,

Jeffrey

Customer: replied 12 days ago.
iPad has Bluetooth but keyboard has “smart connector” magnetically clicks and connects.
Expert:  Jeffrey B replied 12 days ago.

Thank you,

just for testing can we try also try the bluetooth connection.

Kind regards,

Jeffrey

Customer: replied 12 days ago.
There is no Bluetooth connection?
Expert:  Jeffrey B replied 12 days ago.

Thank you,

there is a bluetooth button on the keyboard, correct?

hold this in for 30 seconds, then connect.

Kind regards,

Jeff

Customer: replied 12 days ago.
We can’t identify a Bluetooth button see attached pic please let us know which one it is. In the meantime we have checked reviews and it seems others have experienced this fault.
Expert:  Jeffrey B replied 12 days ago.

Thank you,

not on the side? ( i do see more models of this online)

Kind regards,

Jeffrey

Customer: replied 12 days ago.
No, nothing only openings for charging and camera etc
Expert:  Jeffrey B replied 11 days ago.

understood, thank you

i am available.

Kind regards,

Jeffrey

Customer: replied 11 days ago.
Hi Jeffrey, just wondered if you realise the keyboard is encased in a protected cover and doesn’t separate. I have attached a photo of the model. Julia
Customer: replied 11 days ago.
Jeffrey are there than other options or shall I return the keyboard to Logitech? If so please send me the return address.
Thanks. J
Customer: replied 11 days ago.
Hi are you still looking into this for me? J
Expert:  Jeffrey B replied 11 days ago.

Thank you,

i got the picture.

let me contact logitech for you, What is the model? the serial number?

Kind regards,

Jeffrey

Customer: replied 11 days ago.
Thanks Jeffrey details are attached. J
Expert:  Jeffrey B replied 11 days ago.

Thank you,

contacting them now.

Kind regards,

Jeffrey

Customer: replied 11 days ago.
Great thanks ��
Expert:  Jeffrey B replied 11 days ago.

Kind regards,

Jeffrey