Hello,
I own several Logitech devices. They are:
Gamepad/Controller: F710 and F310
Camera: C910
Headset: G933
Keyboard: G105
Mouse: G502 Hero
The Logitech G Hub software I use for the Keyboard and Headset is 8.82.151. The camera has its own and I have to run an old version of Logitech Gaming Software (5.10) for the F710 and F310.
I open the package for the G502 Hero mouse and find:
1) The mouse
2) A small sheet of page with four diagrams on it. They are:
2A) A drawing of an USB plug going into a computer.
2B) A computer with a URL: logitechG.com/support/G502-HERO
2C) Two hands holding an opened mouse. (No drawing or words to tell you how to open the mouse.)
2D) Something being inserted into the SIDE of the mouse.
3) A black 6 sided box.
When I go to the URL, I'm taken to the default Logitech support page for ALL Products. From the URL, I thought it would take me to the support page for the G502-HERO (but it doesn't - why?).
I decided to contact Logitech support. First I try chat, but because I can't find the serial number I'm asked for the product model. When I tell it I have a mouse up comes a list for all the mice. Unfortunately, the G502-HERO is not on the list. The "Logitech Assistant" simply keeps asking me about my product. I tell it is a mouse. It gives me a list that doesn't include the G502-HERO. This never ends. It won't let me talk to an agent until I. Well, I'm not sure how to fix the Logitech Assistant. (Why could I type in G502-HERO and it would recognize it. I tried typing in G502-HERO but the assistant ignored me.)
In the end, I decide to call Logitech. The phone system works great and in under a minute I'm talking to a real life person. She want to help me. Outstanding! She listens to all the issues about the packaging, the URL, etc. Quickly, she send, to my email containing four links:
1) The G502-HERO manual. I've yet to read it.
2) The G-Hub manual.
3) The G502-HERO downloads.
4) The G502-HERO FAQ list.
I start the version of G-Hub I am using for the keyboard and headset. It doesn't recognize the mouse.
She asks me to download the latest version of G-Hub. I'm on version 8.82.151.
I comply downloading and then starting the installation process. It wants to restart the system. OK, I restart the computer. After logging back into Windows, nothing happens. The G Hub software is still at 8.82.151. Ah! Why did I have to restart? What was the purpose of the restart. Nothing looks different, so why the restart?
The Logitech support person says to start the installer again. It stops IMMEDIATELY saying there is an older version on the system and can't continue. WHAT THE F*******?
Honestly:
** Why couldn't the installer say this before having me do a restart?
** Why can't the new installer uninstall the old version and MIGRATE my existing configurations?
It is at this point she says the new version (9 something) might not destroy my existing configurations. Why? She thinks the manual uninstall of 8.82.151 will erase/destroy my existing configuration OR maybe the new version will do it. This would means I would not be able to use my keyboard, headset, or game controller. She is pretty sure the camera will continue to work.
She offers to open a ticket for those above her and I should hear back in 3 day to a week either via email or a phone call.
She can't even tell me if the new G-Hub supports my existing devices. I might have to replace all my Logitech devices with new hardware (forced obsolescence), it seems to me.
Thing is the F710 and F310 are the only game controller Logitech is selling. (I use the controller for several games, including Final Fantasy XI and Alpha Prison (on Steam).) I use the headset with Discord, games, etc. I have configured the keyboard for lots of various stuff. Why shouldn't Logitech provide a migration path for people with older Logitech gear?
I don't have an end to this story / issue / review, yet. All I know is this mouse - right now - doesn't do anything more than a simple ball mouse. I can't enable the higher DPI support or any button. Finally, I still don't understand drawings 3 and 4 or know what I'm suppose to do with the 6 sided thing.
Bottom line: The G502-HERO is not ready for normal people.
***> The printed documentation doesn't make sense and doesn't have an URL for the product (you just go to the default support page for all products).
***> There seems to be serious lack of support for your past purchases with Logitech's G-Hub.
***> Why can't Logitech developers uninstall past versions and insure you don't lose your existing configuration?
I will update this review should Logitech get back to me. I'll gladly let you know how it goes.
UPDATE 1: I have yet to hear back from Logitech support on my software issues. The mouse is running in default mode. I have seen two hardware issues.
1) I changed out my Logitech G105 keyboard for a Dell KB522, which has an internal 2 port USB 2.0 hub. I booted my Dell T7910 and went into the BIOS (where my Razer mouse failed), but this Logitech mouse worked great! It moved and the G was lit.
The problems with the Logitech mouse started after the system booted to Windows 10 and presented the login screen. The G on the mouse never lit and the cursor never appeared on the screen. Only after I plugged in my Dell Optical mouse (with the tracking problem) did the cursor appear on the Windows login screen.
I did get the mouse to appear by plugging it into my Amazon Basic 7 port USB 2.0 hub. Maybe it is a power issue, but Logitech doesn't say the mouse has unusual power requirements.
2) The wheel is overly sensitive for scrolling on webpages and other programs. I'm hoping I can adjust this through the software (whenever Logitech can get back to me with a solution).
Again the bottom line hasn't changed: The G502-HERO is not ready for normal people.
Final update: Logitech got back to me with all the answers on day 35! I thought about returning it to Amazon on day 30, but realized I couldn't get to UPS before the UPS store closed.
Logitech got the mouse working but the G105 keyboard stopped working. Several days later and I'm told the new GHub no longer supports the G105. The answer is yet another piece of software to run.
Why can't Logitech create a single interface for all their software / products (old and current)? Aren't customers returning worth it?
| Brand | Logitech G |
|---|---|
| Series | Logitech G502 HERO High Performance Gaming Mouse |
| Item model number | 910-005469 |
| Hardware Platform | PC |
| Operating System | OS |
| Item Weight | 4.3 ounces |
| Product Dimensions | 1.57 x 2.95 x 5.2 inches |
| Item Dimensions LxWxH | 1.57 x 2.95 x 5.2 inches |
| Color | Black |
| Power Source | Corded Electric |
| Batteries | 1 AA batteries required. (included) |
| Department | Mouse |
| Manufacturer | Logitech |
| ASIN | B07GBZ4Q68 |
| Country of Origin | China |
| Is Discontinued By Manufacturer | No |
| Date First Available | August 30, 2018 |
